Cairns Mower City - Parramatta Park, Queensland

Aaron McLeod

Sadly, the manager handled our ride-on repair very badly. His attitude to customer service and quality control was appalling.

The ride-on didn't start after they replaced a throttle cable. It was a rather simple job we thought. But we tried starting it no less than 30 minutes after leaving the shop on site. It wouldn't start. It would spark but die as though no throttle was engaging. So we returned to the shop.

We would have preferred the original throttle to be simply lubricated and kept. This was explained at check-in. Its a well-kept 40 year old Rover model, with sold B&S engine running nicely prior to this issue.

But Mower City decided to replace the original cable and throttle unit with a modern out-of-model unit. Well, if that's necessary so be it assuming the original wasn't serviceable and an original part wasn't available.

But the kicker was the fact the new throttle cable wasn't tested and checked with the mower running before it left the shop.

Instead of the manager simply addressing the problem with the mechanic and finding a solution, he proceeded to assume/claim what the customer responsibilities are in the transaction, suggesting the wording on the job card was our doing. It wasn't. It is filled out by staff.

We replaced the throttle cable, he said. What about testing the throttle cable?, I asked. He said that wasn't part of the job.

Who fits a new throttle cable and doesn't start the engine?

TESTING AND QUALITY CONTROL is absent on this job.

Yet the manager argued this point and began assigning blame on the customer (myself).

But he forgot we had dropped in and picked up at whipper sniper at the same time. It had a cold spark plug problem. The job card didn't say testing. But it was started and checked before handover by staff.

But the ride-on was not tested. And of course, it would not run.

This is the second time we've used Mower City and we found the staff pleasant to deal with. But this time, the manager (as he called himself), now having to deal with a service issue, wouldn't even take a complaint. He got very defensive, questioned my questioned, took offence and accused me of trespassing and told me to get off the premises.

The machines we use are donated. They are used by volunteers to keep the community gardens nice for people to enjoy, including people seeking peace from the trauma they suffered since the garden was formed to heal the community after the 8 children were killed in Manoora 10 years ago. This month is the anniversary.

But now we are looking for a difference service provider that respects our volunteers and the scarce resources we have to serve our community in-kind.

We hope the owners of Mower City might address the attitude of their manager, and the customer service and quality control methods, because it is a shame that one person has the agency to soil the reputation of a sales and service business and a team that is otherwise curtious and respectful.

Chickenfriedrice

Brought a bushranger mower from these guys. At 18 months took it to the dealer to get a new pull start fitted and got a service while it was there. Upon picking it up was told the mower was stuffed and to run it until it blows up. They started it up in the shop and it was blowing crazy amounts of smoke (which it wasn't doing before). I said it should be covered under warranty as I'd only had it 18 months they said it wasn't covered so now I have a $500 investment sitting under my balcony which is good for nothing as it runs so poorly and constantly blows smoke to point the neighbours complain. If you read the reviews this dealership is notorious for refusing warranty claims. I will never shop here again nor will I recommend anyone else to. I also question the quality of there products selling mostly odd ball name brands that are cheap and poor quality Chinese garbage.

Gregarious Taylor

Had issues with my Husky blower with anther provider who could not sort it out after 2months. Took to Mower city they sorted it in 2 days. That's service and just a bunch a good blokes to boot.

Cape Pest Control

Super helpful team, look no further if you need anything lawnmower related, highly recommended

Raina Dean

Friendly staff, great customer service even though they couldn't help me they suggested places that would be able to help me. I found the part later that day at one of the places suggested to me. Very happy with this business 😀😉

Rochelle Meers

They have the brilliant, old fashioned service missing from so many businesses these days. Friendly, honest, personal service with a smile. So friendly, in fact, I initially thought they knew my husband. They didn't try to sell us the money-maker, they told us about the mowers they thought would best suit our needs and then left us to make our own decision. No annoying hard selling. They oil the mower and fill it with fuel before you leave the store so it's ready to mow immediately at no extra charge. The only thing they couldn't help with was the rain outside. Thank you! We will not hesitate to do business again.

Eaumon Edwards

If you are looking for anything to do with garden upkeep this is the go to place. I have purchased two chainsaws and a lot of chains. Excellent service and nothing is too hard. Very customer focused. A big shout out to Chris.

Doug Bowles

Could not be less satisfied with this company. I bought a ride on Stiga from this mob and it was not right from the first start. I rang them and at first the guy I spoke to was helpful. When I followed up with him about the thing smoking excessively the story changed to it being our fault and we had to get it back to them at our expense. Apparently I had used it to mow "long grass" was the excuse. Would not recommend.