Worst customer service experiences I have ever had
I ordered and paid for a Mammotion LUBA Mini 2 AWD 1500 directly from Mammotion. Instead, Mammotion delivered a completely different machine, a YUKA Mini 2. You would think that when a company sends the wrong product, fixing it would be straightforward. It wasn’t. What followed was an unbelievable amount of emails, chasing, escalation and contradictory information. I was passed between countless people and departments, repeatedly having to explain the same situation again and again. At various points I was told different things about return labels, the return process, the replacement and what was happening with my order. I was promised a prepaid return label that didn’t arrive, had to chase repeatedly for updates, and even received contradictory emails within minutes of each other. I escalated the issue through multiple levels of Mammotion, including UK sales, their EMEA team and more senior contacts. Despite all of this, getting a clear answer to a very simple problem was incredibly difficult. All Mammotion had to do was: 1. Acknowledge they had sent me the wrong machine. 2. Arrange for their machine to be returned. 3. Send me the machine I had actually paid for. Instead, after so much chasing and such poor communication, I completely lost confidence in the company and eventually decided I no longer wanted the LUBA at all. I asked for a full refund. Even returning the incorrectly supplied machine and getting my money back required further chasing. I have now finally received the refund. The frustrating thing is that I was genuinely excited about buying the LUBA. This wasn’t a complaint about the mower itself. Mammotion managed to lose a customer entirely because of the way they handled a simple fulfilment mistake. Mistakes happen. Companies occasionally send the wrong product. What matters is how they respond when something goes wrong. Based on my experience, Mammotion’s after-sales support was extraordinarily difficult to deal with. I would strongly encourage anyone considering buying directly from Mammotion to read other customers’ experiences with their support and returns process before spending this amount of money. I certainly wouldn’t buy from Mammotion again.