Mowers Online Avis 

Ordered a timing belt at just under £90. I got an acknowledgment of the order by email & then nothing more! So after a week I contacted the company by phone to query the non delivery of said belt. A dim witted adviser said he'd look into it making an excuse he's need to speak to their warehouse. I didn't get a call back. So I rank Al-Ko who make the belt & supply to dealers like Mowers Direct. They said they would speak to Mowers Direct as they had stock of the belt. Al-Ko did come back & said I'd be getting a call from Mowers Direct. I didn't! So I wrote them an email asking why they had ignored me. I then tried their website to get their phone number but the site was infected with URL Blacklist!! I wrote to them told them this & said if they were not going to expedite the order I wanted to cancel it. They wrote saying they had cancelled the order but without a valid excuse or reason!! I have yet to get a refund.
What a complete & utter waste of time this shower are - just AVOID them & give them a wide berth.

Never use this company again. They still owe me money
Item ordered wrong item sent out. Was asked to send wrong item back, and I have,in writing they will refund p&p.
Still not received my money back, this has been ongoing for a month.

Ordered Mitox 28MT-a multi tool on the promise of early delivery, it came 3days late. On arrival the plastic caseing was broken and then on testing the hedge trimmer, this was having excessive vibration , was ask to return it for inspection, but no refund or replacement offered, still waiting on a reply.

Absolutely horrendous. Zero customer service the order was delayed and all they did was blame the supplier then the courier then the supplier. Do yourself a favour buy from somewhere else. Aviod these clowns at all costs

After reading the reviews I did panic but placed an order got a confirmation email straight away, had to get in touch with them to see if item had been dispatched sent a speedy response & item was delivered as described on time.

These people are not trustworthy. They tell you they have stock when they don't. They lie when you call them to check on progress by telling you the item will be despatched today. Yet another follow up and you finally learn they have no stock and the statement of having stock means that China has stock. They have lied to me twice now. There is no excuse for dishonesty. Avoid these people.

Do not order online from this company.
Ordered item on 9th August, still not arrived on 27th August even though their website showed no indication that the item was not in stock.
Communication is appalling, they will promise and promise that they will reply to emails and phone calls but never do.
Lets see how long the refund takes to come.
Trading Standards would probably have a field day

I don’t normally write reviews regularly, but i felt it was only the right thing to do on this occasion. Ordered a ex demo mower with a roller on the back £520 which was a great price compared to other companies £670, it arrived last Wednesday and unfortunately the wrong model had been sent a Cobra Mower with 4 wheels. I rang the company on friday and spoke to a pleasant american chap, yes obviously a call centre whom asked me to take pictures and send an email, not going to lie i was a little concerned as i assumed it would be a straight replacement over the phone for the ordered model… anyway i did as asked. I did then read some of the most dreadful reviews and started to think on no this is going to be an absolute disaster. Within a few hours Emma had contacted me and apologised and advised that the correct model was being dispatched, for delivery today Monday 11/8/25, couldn’t fault her response and lovely kind response. I didn’t hear from Fed Ex this morning regarding delivery but to be fair it was delivered at 9:30am and by 10.30am the wrong mower was collected. The correct mower with roller is brand new not a demo model which we thought we were getting, we are absolutely chuffed an absolute bargain. Emma needs 5 stars yes there was a problem but to be fair it was dealt with in a courteous manor and she is a credit to the company, obviously i can’t speak for others but our problem was resolved so felt it was only right to commend them thanks

I was wary of buying from Mowers-Online due to the negative reviews on here but the experience was fantastic. Ordered my Ego mower at lunchtime on Monday and it was delivered by FedEx at 9.45am the following day. Mowers-Online have asked me to review my purchase on Trusted Shops which looks like their chosen review platform and having looked at some of the amazing reviews on there I can't understand why there are so many negative reviews on Trustpilot. I guess this is where the nutters to go moan....

I was kept updated at every stage, and when I had a question about setup, the customer service team was quick to help. Everything worked perfectly right out of the box. It's great to find a company that delivers both speed and service.

Fantastic service all around. The mower was delivered quicker than expected, and the packaging was secure and intact. I contacted customer support with a couple of questions and they were friendly, knowledgeable, and very efficient. It's rare to find such good service these days.

My mower arrived the very next day. Customer service was top-notch too. They kept me informed throughout the process and were quick to respond to my queries. Highly professional and reliable.

The customer service team was incredibly helpful and responsive, answering all my questions promptly and professionally. It's refreshing to deal with a company that truly values its customers.

Oh I wish I had read these reviews before ordering....I ordered a stiga mower which was 'in stock' with 3-5 days delivery as a present.
5 days later I get an email saying the product is discontinued but they might be able to offer an alternative - but no voicemail left or number to call.
I called them. 16 minutes to answer call. Thoroughly unhelpful, offered alternative product but could not state when delivery would be - need to talk to manager etc etc. asked for manager to call me. Still waiting.
DONT use mowers-online or Cheltenham mowers.
I called another dealer and one is being shipped today...

I first got in contact with mowers online and spoke to a charming woman before purchase. Bought a Cobra 51b petrol hover mower. When first started had horrific blue smoke , which lessened after 5 mins. I also noted just how cheap and plasticky it was certainly no Flymo build.

After 3 cuts the engine really smoked and it seized. I sent it back to the above only to be told it was my fault as it had no oil??? How odd as the supplied bottle was carefully measured out. They offered me a new engine with a huge labour bill.

Sorry this is not on

I asked for it to be returned and proceeded to strip it down. Clearly a foreign body had entered the combustion chamber due to a component failure as the piston had a great chunk of metal embedded on the side of it and the cylinder wall gouged out.

So mowers online had dipped the oil ( no strip down ) and used that as their basis for not honouring warranty. I know this as the blade bolt had never been removed as it took an impact gun to remove .
It was an engine failure and in no way caused by lack of oil as confirmed by my local lawnmower dealer.

I just wish I’d come here first to read the awful reviews.

I
What a way to treat customers.

Your reply is laughable , who runs an engine with no oil, Fine you don’t want to help but that engine was never stripped down. Dipping oil means nothing

We bought a Masport mower from Cheltenham Mowers in 2015. No problems with it until now when the clutch cable failed. Enquired about spares, sent pics. Firstly told their Masport 'portal' only went back to 2016 so couldnt help. THEN on further enquiries was told that the part was no longer available!!! We were thinking 'Oh no, new mower!'
HOWEVER, after a bit of detective work I got in touch with Head Office for UK (Claymore) and THEY were able to confirm part number - SO helpful!
Despite this, STILL problems with Cheltenham Mowers - so looked on Masport website and found Garden Machinery (Glos) Ltd in Gloucester City Centre. What stars!
Not only did they have the part, they suggested we bring in the old one to double check, plus gave us the appropriate nut and bolt from their workshop as attaching to the handle is different now. No charge and advice on correct fitting for correct flexion.
Cheltenham Mowers are NOT good on Customer Service and I will not be using them again !!!!!!

Edited having read reply from Cheltenham Mowers - in the interest of accuracy !!!

Firstly, I object strongly to you stating this is a 'nasty review' - it is merely an ACCURATE review !!!

I first contacted you on 24th June with photos of part required and you stated you had checked the Masport dealer portal of parts and diagrams, and they are only available for models 2016 onwards. Cant confirm part number needed - really do apologise etc end of !

We were then away on holiday my husband took the part off on our return and I sent you a photo of it, to see if you could help. I also stated we could drive over to Brockworth with said part if you felt you could help and we could compare to make sure it was right

9th July, I received a reply stating you had now found a part diagram, you quoted a part number (wrong one!!!) telling me you do not stock this item and your Masport dealer no longer stocks it either and apologies

In the meantime, I had contacted Claymores (who are Masport Head Office) with SAME information and photos - within the hour I had confirmation the item IS available, its part number, and they had it in stock !!!! As I said I had bought it through you they said you would be able to supply it!

As your website has an anomaly for this part ie I put it in and it came up, then when you clicked to buy it a different part number came up, I phoned to speak to someone. Parts evidently only accept e-mails/messages so I got a 'human' by phoning sales. HE tried looking at the part, HE got the anomaly - and said I would have to e-mail again as he couldnt help

At this point I was so frustrated I looked for other Masport dealers and found the extremely helpful guys in Gloucester.

I repeat - this is NOT a 'nasty review'- it is an ACCURATE review of what happened. You can easily check with your employee Aly to check the e-mail exchange !!!!! (or I am happy to forward to you!)

Had we taken at face value the messages received from you, as a Masport dealer - that the part is not available and sorry you cant help (!!!!) we would have assumed we now have an obsolete mower and would have to think about a new one!

Masport HQ/Claymores were able to identify the part and its availability within the hour! In fact, he said straight away the part was available but just to e-m him all the details so he could double check.

Rather than label this as a 'nasty review' perhaps you should take a look at this and learn from it! The information I have on my e-mail thread, as described above, CLEARLY shows no further help was forthcoming AND I took the trouble to reply to you (politely, stating the facts) before posting this!

Absolutely farcical experience. Ordered a mower 15 June, it arrived damaged and I requested a replacement. They collected the damaged one 27 June, but have been giving me the runaround with when the new one will be delivered. Comms are very slow and vague. Today (4 July) I requested a refund and was told “as far as I am aware, a new machine has been sent” when 11 minutes earlier I had an email about the warehouse saying “They haven’t replied unfortunately. The warehouse manager is back Monday so i will go directly to him then”.

Shocking service, I wish I’d read the reviews here first before wasting my time. Now I suspect that my refund will take ages too.

EDIT:- Ignore their reply, they are talking BS. The quotes above are directly from the lengthy email thread with them!

EDIT no 2:- Ignore their amended reply, I have been corresponding with Jadon, their customer services advisor, email sales at mowers-online.co.uk, website mowers-online.co.uk, phone number 01452 616169, trading as Cheltenham Mowers Ltd (you find out after you’ve placed your order), address: Unit B3 Nexus Court, Hurricane Road, Gloucester Business Park, Gloucester, Gloucestershire, GL3 4AG

Ordered a Stihl strimmer tool which said was in stock with delivery 1-3 days . Chased up as not arrived and promised an update by customer service . No update received , item coming direct from supplier apparently. Very disappointing, wish I’d read reviews before ordering. Order 169934 25th June 2025. Refund requested as unable wait any longer .

Avoid at all costs. I ordered a mower costing £1000. When it arrived I followed the instructions and charged the battery, fixed it to the mower and ...nothing. tried calling, no answer, emailing, no reply. It was only when I threatened with a negative review and reversing the payment did they reply and sent a replacement battery out. Once again I charged the battery and tried to start the mower, but to no avail. I asked a mechanic to look at it and he finally started it.
After one cut, I tried to use it again 3 days later but it refused to start. Once again emails were ignored but when I asked that the mower to be returned and a refund issued, I was told that if they can start it in their workshop, I will be liable for the courier and 'inspection' charge. After two weeks from returning the mower, my emails were again ignored until I managed to speak with someone, when I called on the pretence of buying a new mower. I was promised a call or reply email. This morning I received an email telling me the mower is in perfect condition with no faults so they will deduct £66. No surprise there. I await the repayment of the balance

Mine is a very long story but basically I would encourage you not to deal with this company. Comms are rubbish (email and phone) and customer service is very poor. The original mower was faulty and the batteries were difficult to get in or out of the charger. This was verified by a landscaper at my expense. Mowers-online said there was nothing wrong with the mower after waiting ages for them to test it. They flatly refused send my money back. I then found the mower thrown over my gate on return from my holiday. I appealed to the manufacturer who replaced my mower with a new one (and the batteries slide in and out no problem).
In response to their reply: Now they're trying to denigrate Trustpilot as a genuine review platform - clutching at straws methinks. I'm surprised they have time to look. I could never get a manager to communicate with me. In the end, Webb tested the mower and found it faulty (unlike Mowers-online who obviously didn't) so replaced it. I can't find their review platform, or would have added mine to it.