When Two Lawn Mowers Arrive Incomplete and Months of Customer Service Fails to Resolve It
When TechBuzz Ireland purchased the Bosch AdvancedRotak 40-650 from Amazon Germany, the intention was simple: conduct a hands-on review of a premium lawnmower from one of the most respected names in garden equipment.
Instead, what followed was not a product review, but a months-long exercise in international returns, repeated documentation requests, failed upload systems and outstanding reimbursement claims.
This article therefore reviews the customer experience surrounding the purchase rather than the lawnmower itself, as we were never given the opportunity to use the product.
Why We Bought the Bosch AdvancedRotak 40-650
As long-time users of Bosch garden products, we had high expectations for the AdvancedRotak 40-650.
In fact, we have used a Bosch Rotak lawnmower for more than ten years with excellent results. Based on that experience, we purchased the AdvancedRotak 40-650 from Amazon Germany with the intention of conducting an independent product review for TechBuzz Ireland readers.
Unfortunately, neither of the two lawnmowers we purchased could be used.
Our first Bosch AdvancedRotak 40-650 arrived missing an essential component: the power cable.
Without the cable, the lawnmower was unusable.
Rather than immediately return a large, heavy item internationally, we asked Amazon to provide one of two simple solutions:
- Send the missing Bosch power cable.
- Provide a partial refund or account credit so that we could purchase the correct cable ourselves.
Both requests were declined.
The only solution offered was to package the entire lawnmower and return it.
Amazon subsequently instructed us to arrange an international return and advised that the return shipping costs would be reimbursed.
Lawnmower Number Two
Believing the first incident to be an isolated packing error, we ordered a second Bosch AdvancedRotak 40-650.
Amazingly, the second lawnmower arrived with exactly the same issue.
Once again, the required power cable was missing.
Once again, the lawnmower could not be used.
At this point, our planned product review was effectively over before it had started.
Two separate purchases.
Two separate deliveries.
Two unusable lawnmowers.
The same missing component.
From Germany to Poland
Although the lawnmowers were purchased from Amazon Germany, both returns were ultimately sent to Amazon’s designated returns facility in Poland.
The process involved:
- Repackaging large lawnmowers.
- Printing multiple shipping labels and documentation.
- Arranging DPD collection and shipping.
- Paying return shipping costs upfront.
- Managing repeated follow-up communications.
The total return shipping costs amounted to €135.72.
DPD Did Its Job
It is important to highlight that throughout this process we experienced no issues whatsoever with DPD.
The parcels were accepted, processed and delivered.
Tracking information was available.
Invoices and receipts were supplied.
DPD provided the required transportation service and documentation.
At no stage did DPD indicate any problem with the shipments or the paperwork provided.
The Missing Refunds
Amazon refunded the purchase price of both lawnmowers.
However, the reimbursement of the return shipping costs became a different story.
Despite the return documentation being supplied multiple times, Amazon repeatedly advised that the receipts allegedly did not meet its requirements.
At various stages, we were informed that tracking information was not visible on supplied documentation.
The documents concerned were official carrier documents supplied directly by DPD.
The same information was provided repeatedly.
The same questions continued to be asked.
The same reimbursement remained outstanding.
At the time of writing, the total amount outstanding remains €135.72.
Broken Upload Links
One of the most frustrating aspects of the process involved Amazon’s document upload system.
On multiple occasions, Amazon directed us to upload supporting evidence using links contained in customer service emails.
Those links repeatedly returned the message:
“Link expired – Oops. We’re having trouble processing your request.”
As a result, the process became circular.
Amazon requested documentation.
Documentation was provided.
Amazon requested documentation again.
The upload system failed.
The documentation was emailed again.
The cycle repeated.
Executive Escalation
After months of correspondence, we escalated the matter to Amazon Executive Customer Relations.
A detailed chronology was supplied, including:
- Order information.
- Tracking information.
- Parcel details.
- Courier invoices.
- Return costs.
- Previous correspondence.
- Screenshots relating to failed upload links.
The response received again requested further documentation.
At one point, Amazon requested information by a deadline that allowed only a matter of hours to respond before the review period would expire.
Given that the documentation had already been supplied on multiple occasions, this was difficult to understand.
Bosch’s Response
In the interests of fairness and transparency, we also contacted Bosch regarding the issue.
Specifically, we queried whether two separate lawnmowers missing the same essential component could indicate a packaging, fulfilment, supply-chain or quality-control issue.
Bosch acknowledged receipt of the enquiry and issued:
Ticket Reference: #07401878
At the time of writing, we have not received a substantive response regarding the circumstances that led to two separately purchased units being supplied without the required power cable.
Bosch Germany and Bosch Ireland were both given the opportunity to respond before publication.
Should Bosch provide further information, we will update this article accordingly.
The Review We Never Got To Write
The unfortunate reality is that we cannot review the Bosch AdvancedRotak 40-650.
We were never able to use it.
We cannot comment on cutting performance.
We cannot comment on build quality in operation.
We cannot comment on battery life, ease of use or long-term reliability.
Why?
Because both products arrived incomplete.
A lawnmower review became a customer service review.
And that customer service experience has been among the most frustrating we have encountered in recent years.
Verdict
Bosch AdvancedRotak 40-650 Review Status: Incomplete
Not because we chose not to test it.
Not because we failed to assemble it.
Not because of a fault during operation.
But because two separate units arrived missing an essential component and the subsequent customer service process failed to provide a timely resolution.
What Went Wrong
✅ DPD delivered and processed returns correctly.
✅ Amazon refunded the lawnmower purchase prices.
❌ Two lawnmowers arrived missing the same critical component.
❌ Neither product could be used.
❌ Practical solutions were declined.
❌ Return shipping costs remain outstanding.
❌ Documentation had to be supplied repeatedly.
❌ Upload systems repeatedly failed.
❌ Months of correspondence produced no satisfactory resolution.
Until those issues are resolved, our experience of purchasing the Bosch AdvancedRotak 40-650 through Amazon Germany can only be described as a profoundly disappointing customer experience that prevented the product review from ever taking place.
