“I own a landscaping company in Pennsylvania. I needed an oil pan for a kohler engine off of my zero turn, so I ordered their oil pan kit. I needed it quick, so I called the place and they said that if I the part is in stock shipping would take 3-5 days to get to my location. The website showed 43 in stock. I ordered the part. The next day I got an email stating that they didn't have any in their warehouse, it would be shipping to me from a different vendor warehouse. I never received a tracking number. 5 days go by and I hear nothing from them, so I called. Jayden(spelling?) was my customer service rep and he was awesome. He had found that it didn't ship to me, it had shipped from a different warehouse back to the company even though it was, in fact, in stock. A different woman(I forget her name) told me that my order was placed in back order. Jayden was able to help get it sorted and expedited it with 2 day shipping to get me my part. So when I finally get it, the oil pan was cracked around the threads for the oil drain and it was leaking oil. It appeared to be a casting defect. I couldn't wait any longer. I had to get my mower running so I threw some jb weld on it and I'm praying that it holds. They may have replaced it if I called, I can't tell you one way or the other, but I didn't have time to wait around for another shipping mishap or defective part, so I just made it work. I will not be ordering from them again.”
“Motor showed up laying on its side in the box. Not anchored to anything on the base. Shroud unusable air cleaner base dented up. Choke bracket broken. Not sure what else yet.”
“I ordered a belt online for my mower. It was to arrive in a couple days. Received a message that it was not in stock and delivery would be delayed. I tried to call several times and only got answering machine. After a few days I left a message to cancel my order and ordered from another site. His belt arrived Tuesday and was installed. I just received a belt from you late today(July 11 ) which i no longer need. How should i return the belt to you.
Thanks”
I'm sorry to hear about the inventory issue and that you were unable to reach us by phone. I have processed your return and emailed you the return instructions along with a prepaid return shipping label. We sincerely apologize for the inconvenience and appreciate your patience. If you have any questions or need further assistance, please don't hesitate to let us know.
“My product arrived with manufactrure defects and shipping damage becasue it was poorly packaged. Some of the scratches could not have been from shipping though. I have reached out to you for help but no repsonse at all. Very dissapointed and will likley be disputing the charges on my account. Can not recommend anyone purchae from this company unless you make it right”
I'm sorry to hear the muffler arrived with a defective weld and doesn’t fit properly. You noted you’d like a replacement in like-new condition or a full refund with a prepaid shipping label. I have set up a customer case for this issue and will be reaching out to you. Thank you.
Thank you Bart for the review. I do show that your order was delivered Friday 6/12 at 10:32am your mailbox. I have emailed a copy of the invoice to you to ensure you do have it. Thank you.
Art, I do show that your order was delivered on Thursday 6/11 at 11:16am at the front desk/reception/mail room per tracking. I have emailed you a copy of your invoice with the tracking info. Thank you.
“This JD 318 CRX 679 conversion kit was delivered lightning fast. That's about the only thing positive I have to say about this experience. I began instalation the day the engine was delivered and discovered that the supplied mounts were fabricated incorrectly and placed the engine crooked and far off center. I called SEW and sent pictures, and was told it could take 24-48 hours for a tech response. It was a week before I got a call and the response was to modify the holes in my frame to accommodate the crooked adapters. Essentially, making a problem of their doing my problem to solve. The engine is so far off center and crooked that the driveshaft hits the hydro cooler on the right side. Customer service response time makes any hope of help unrealistic and you're pretty much left to figure it out yourself. I'm an experienced builder with skills and equipment to fabricate mounts but bought this kit to save time as I needed this machine online quickly. I've saved no time and the experience has been quite frustrating. I am left with zero confidence that SEW has the expertise or desire to make this issue right. I'll be fabricating proper mounts myself.”
“Shipping service has consistently failed to meet expectations. The website states that items are in stock, and I specifically paid for two-day shipping. However, the last several orders have taken over a week to arrive. If two-day shipping is offered and charged for, orders should be delivered within that timeframe. This repeated delay is unacceptable and misleading.”
“I called to cancel an order called multiple times and the transferred me until the line was disconnected. Emailed and got no response and now I have to get it charged back”
Sonny,
I tried calling you about the situation and left you a detailed voicemail with my direct phone number.
I have checked our phone logs and I don't see any correspondence with the phone number on file. I also checked all the inboxes we have for your email address that is on file and found no emails either.
I have went ahead and set up a return and emailed you the return information to the email we have on file for you.
If you have any other concerns you can reach us directly at csr@smallenginewarehouse.com or give us a call at 800-321-6725 and ask for customer service.
Thank you.
We’re very sorry for the longer than normal USPS transit times. Your order shipped the day you placed it, however USPS tracking shows your package as possibly getting on the wrong vehicle at one of the hubs. According to USPS tracking your package was delivered 2 days ago on 5/4. Please do not hesitate to reach out if you need further assistance now or in the future. Thank you.
Jimmy, we’re truly sorry to hear that parts were missing and you only received the body. That isn’t acceptable, and we want to make this right for you. Thank you for bringing this to our attention. We’ll do everything we can to fix it promptly.
“I found the exact motor that I needed on the website based on my current engine model number and manufacturer information. I called to verify with the staff that I was ordering the correct replacement. I was transfered to someone who told me "No, you need to order this other model based on the model number I provided them over the phone. I listend to them and ordered what was suggested. When it arrived I found out they were wrong and I had in fact ordered the wrong motor and should have purchased the one I initially called about. Because of the policy requiring me to pay for return shipping, which would have added another $50-$75 of cost I decided to try to use the new motor, only to find out that I needed a custom blade attachment which is not available through either Small Engine Warehouse, or the manufacturer of the motor that I bought. When I called back to get info on why I was advised to purchase this incorrect motor, nobody had any idea how to help, or who and why they would have made an incorrect suggestion. Now $350 later I have a motor with an incorrect blade attachment torqued on and have been told by local repair shops that they will not work on it if I ever have any issues due to the potential liability of having said incorrect blade attachment. The compnay offered no solutions to reurn the motor at their cost or make the situation right by my, the customer. Would definitely not recommend purchasing online through this vendor, as you will get better results buying locally and direct where you can verfiy the correct unit prior to purchase.”
“STILL WAITING ON ENGINE 10 DAYS AFTER ORDERING. WAS TOLD 5 DAYS MAX BY WEARHOUSE PERSONNEL. THIS IS A ONE AND DONE...WILL ASK FOR REFUND IF THIS ENGINE IS NOT IN MY CUSTOMERS HANDS BY 7/2/25.”
“I would give a -stars if I could. I have a factory stock John Deere 445 with a Kawasaki engine and this exhaust no where near fits it. Then to add on top of that they made me pay to send it back because I didn’t verify that an exhaust made for a John Deere 445 would fit a John Deere 445. Trash company and trash experience and horrible customer service.”
“Bouught a 24 hp Kohler motor for a lawn mower. It locked up within an hour of starting it up. Now you guys say I have to go through kohler to try and get engine repaired. I bought the engine from you. I want make the mistake of buying anything else from you! I WOULD HIGHLY SUGGEST TO FIND A COMPANY THAT BACKS THEIR MERCHANISE.”
