Customer service is terrible. Guy at the fertilizer is too busy on the phone on call after call to pay attention and get the order right. Doesn't treat all customers the same... with some he's extra helpful and volunteers important information. With us, it seemed he was doing us a huge favor by us shopping here. People at the cashier stations don't know if the products were brought to the front, if we should carry the box with us, if we should ask or what. Some things you grab off the shelf, some things are brought to you, some things you have to drive around to pick up. If you don't know too bad... waste 30 minutes figuring it out. In the end you're left going to this station to ask for this, to that station to ask for that. Service is slow as hell. Not pleased at all with this business. read more

Are they expensive? Yes. Do they always seem to have what I need? Yes, again. I haves used them a handful of times. It's always worked out read more

I have a snowblower that has not been used in years...brought it to the Toro dealer and was told it would be 5-7 weeks to have it serviced....I brought it to Russo's yesterday and was told it would be a week or 1 1/2 weeks but they would try and get to it sooner. Today (next day) I got a call that is was ready....super nice people and GREAT service read more

Quick pickup of my Scag but poor communication kept me guessing when it would be done.

NAPERVILLE LOCATION The Ariens 28 inch snow blower I purchased is better in every way than my 28" Craftsman, which I love and have owned for 10 years. I have used it 4 times, love it. Starts on first pull. Ask me in 10 years if it's better, but so far so good. Broken line trimmer repair, parts unavailable so no charge. I purchased a new one from Russo at the same price as the Big Box stores. Carb needs adjustment new like all 2 strokes, spring project for me. Adjustment screws aren't obvious. Whoever does their set up on 2 strokes might want to let it warm up and make the carb adjustments before sending it out the door. They have always given me the correct parts, that worked. I have found the staff effective, polite, helpful and friendly. When the staff couldn't answer a question for me the manager stepped in and assisted me. The manager is the tall thin young man (under 40), patient informed and helpful. I expect to purchase a new mower in the spring if I can find a good side discharge with electric start. Toro dropped all of their 21-22" models in this profile. If I need a part or product and Russo has it, I will buy it from them. read more

UPDATED 5/5/21: After giving them this review, I was asked NOT to do ANY business with them again! Upper management did not have the guts to tell me but had one of their sales managers who you can tell did not want to do that. I was calm and almost glad, bad business practice in 2021. Over 1.2 Million spent with them over the years, and this is how we are treated. They have been going downhill ever since the owner left. We have moved 90% of all our purchasing out of this company besides the parts. Only a few people we work with are great, but everything else has been terrible. It is sad that they only bend over backward for huge companies like Acres, Sebert, and municipalities. You are rated in their system as a grade. Us little guys are pushed to the side now. One day this will catch up to them; it feels like it has gone, not about the customer but also about profits. read more

Romeo, Romeo Thank you very much for fixing my antique tractor. Ryan Thank you for your positive words. Very happy customer and hope this will bring more people to you. Couldn't be happier! Thank you again to you all. Great people! read more

Terrible customer service needed a motor, they said they would transfer in a day from a local store, now saying 3 more days. They should have just told me to go buy it from someone else. I wont be giving them my business. read more

After paying someone I trusted 200 to tune up my beloved toro recycler I discovered that an old autolite spark plug was installed. Consequently it was really hard to start. I took it to the folks at Russo's and within a week I had it back running like new and for nearly 70 less than expected! Nice, helpful staff. They are my permanent go to place and I certainly recommend them read more

I have been going to Russo for a while now and each time I walk in I am quickly greeted by the staff. I love it that they know me by name and treat me as if I am a long time customer and family. Alejandra is the one I do most business with and she is awesome, she even knows it's me when I call - I also enjoy working with John and Matt as they are always helpful. Great staff all the way around, from sales to parts and front counter. read more

I needed a small part for my Toro snowblower. They looked up the part and saw that it was only available as part of a $40 assembly. I knew this was true because my parts manual showed the same thing. After talking to Omar who exhausted every avenue trying to find a similar part in stock, I ended up telling them to go ahead and order the assembly, since I needed the part. A while later, I got a return call from Omar who thought $40 was too much for me to spend, and he took the initiative to do some further research with Toro, found the part number for just the piece I needed, and placed the order. They might not make much on this order, but I will definitely keep them in mind the next time I need to make a more substantial purchase. read more

I've been on the hunt for the ultimate snow shovel. I got referred by a contractor friend and called ahead to learn they had 19 of the 30" snow plow in stock. It's $47 but the blade is replaceable and it virtually indestructible. Blows through packed snow and can be used for chopping too. The original one I borrowed was a 36" one, but it was a little too wide for me, if it snows over 4". If the snow is heavy it makes the single handle wobbly when trying to lift the load. Don't want this to be just about the shovel. They have a full service department and sales counter. It was a little overwhelming my first visit in, to try and figure out which of the four different counters to approach. No one was eagerly helpful and I think they deal mainly with contractors but they do serve the public. Their prices seem to be a few bucks cheaper than what I found on-line too. The equipment they carry is commercial grade. As a homeowner I would always purchase a good quality item. At times it may be over kill but you never know when that item might be passed down to the next generation. They have plenty of snow blowers and shovels in stock, but I didn't price shop. read more

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Mower has been in repair for two weeks, delay because parts were backordered (understandable). I called at 7:45 AM on Friday (4/21/23) was told parts in would be repaired by Monday or Tuesday. Ten minutes later I received call saying repairs complete and I would be sent a computer link to pay bill. Obviously mower had been repaired ealier and maintence person taking my call was incorrect or was too lasy to check. Also talked to manager at about 9:30 who said I would have payment link by 12:00, not sent! I called at 1:08 PM, but no one was available to help me, left message again so I could pay and coordinate delivery of my riding mower. Recieved link at about 1:20 and paid it immediately. Then called Naperville store asking for help with delivery of my mower AGAIN NO ONE COULD HELP ME; was told no one available, left message again. I called four times on 4/21 trying to solve problems and pay for my bill to get my mower. I have large lawn, landscap service charges $70.00 per cut. POOR CUSTOMER SERVICE. read more

Guys at the service desk were awesome. Diagnosed and fixed the problem in 15 minutes. Completely turned my day around. So grateful!

If you want help with literally anything or people that have any sort of knowledge about literally anything avoid this place at all costs. There is two helpful people that I have ever experienced that work for this company who don't completely suck at their job. The level of incompetence aside from those two employees (one who handles their fertilizer sales and information and one other salesman) is insane. Save your self a headache and call Highway Sales Inc out of Addison, IL. Their phone number is 630-543-3803. These are guys that go out of their way for customer service and completely eliminate the ignorance that you experience when you go to Russo. Good riddance to Russo, I hope that more landscaping companies spend their money more wisely as I have decided to do. read more

I visited the store to purchase a self propelled Toro mower and stood on the floor for 10 minutes without any personnel offering assistance. Upon leaving I asked the ladies at the register, "so you don't have personnel on the floor to help customers?" and their smiles turned into a concerned look. They knew they just lost a customer and more than $500 in easy revenue. They were very nice and offered to get someone however Russo Power Equipment failed my most basic test; good customer service. I politely told them not to worry about it and left. Plenty of Russo employees in the room but not in tune to what good customer service is about. read more

They told me my mower needed a new engine after I brought it in because it wouldn't start. I took it to another dealer and it started right up and haven't had an issue since. They wanted to charge me $3000 for a new engine. They said they made a mistake and agreed to refund the $97 to do a diagnostics check. It's been around 10 days and I still don't have the money. They also damaged the mower when they pushed it back onto my trailer with a fork lift. I talked to Sean this morning and was told he'd call me back around noon. It's 4:30 now. Avoid these scammers. read more

I went in today to setup and appointment to get my snowblower serviced. This last spring when I went to move my snowblower from my garage to a storage shed it would not start. After trying for about a have hour it caught fire. I put out the fire immediately. I called Russo and explained all this and they said they would not take snowblowers for service until late September/October. I called in Late September and they said they are not taking snowblowers yet. Today (11/4/2019) I stopped by to setup a time when they could pick up my snowblower. I explained the same thing again about not starting and the small fire. They then proceeded to tell me that they will not service any snowblower that had a fire. So I said "Then basically I have an $800 boat anchor" They responded "pretty much". They added the maybe I could find someone else willing to work on it. Two things: 1.) I will NEVER do business with Russo again!!!! They waited 7 months to tell me they won't service my snowblower. Now I have to scramble to find someone. I will add that they serviced my snowblower last fall. Tune up and some minor repairs. You would think the have some responsibility here 2.) If I have to buy a new snowblower I will think twice about buying another Ariens given the level of service I'm seeing from Russo! read more

10/6/17 Update: Received a call from the Shop Manager after the weekend to apologize and address my issue. They picked up the mower from the house the following day, corrected the problem and returned it the same day. Nice recovery team. Probably better than the other place in Naperville on Ogden from what I've read in reviews, but still disappointing. Just picked up my Snapper after a tune up and a blade sharpening and they didn't sharpen the blade. Tried calling within their short operating hours on Saturday and no one would pick up the phone. Wish there was a better alternative. read more

Very poor customer service ! I placed an order last week and paid for it expecting it to be there on Monday as told. When I called on Monday I was told that my order was never placed. Very nice, they took my money but didn't place my order. They were nice enough to give me a refund. I was told a manager would call me,yeah right for what? Anyway,I found what I was looking for on line and cheaper than what Russo's charged. I guess I won't be placing any orders at Russo's anymore. A waste of time going there. Nice looking place but nothing to back it up with. Kind of like a house of cards soon to come crashing down. Bring Kim back to parts! read more

I had visited Russo's a few times last winter at their Naperville store. I'm just a homeowner and didn't know if they served just wholesale or not. I found out they welcome retail customers. First visit was to purchase a carb overhaul kit for my snow blower. Parts dept was very knowledgeable and helpful. Then I purchased a new snow shovel. Great quality items at a fair price. I was in the market for a new blower. They have a huge selection from quality brands. Sales help was awesome. Prices are defiantly better than the big box guys. Plus they have a service dept on site. They have my business for all my power tool as well as garden tools from now on. I would recommend Russo's to all my friends and family. read more

Frustrating customer service. Snowblower delivered with carb and choke not adjusted. After 30 min run time, carb leaked fuel. Russo wanted to charge over $90 for carb clean and adjust. After agruing, they made an adjustment down to $37 and then missed the 4 hour delivery window for which I took time off of work. After another agrument, they waived the $37 fee but still delivered the machine with the charge slip and invoice for $37. This required another phone call with a manager who couldn't understand what my problem was, since after all, I wasn't being charged. After being reminded that they are the number one power equip dealer in the midwest and everyone loves them, I just gave up. It was like dealing with an old time car dealer. Everyone has to talk to a manager and getting what you want is extra difficult. read more