Up until this convoluted situation, we have had great customer service. In the store, we have always been helped & items quickly obtained. On 2/28/18-I was needing major project items for controlling intense water damage to our yard. Rains were forecasted, rains were coming. Dalton helped me on 2/28: He helped with what sizes of lumber I would need to make the terracing steps on the hill; looked at French drain items for the next project; he set up a delivery for 3/1/18-he wrote the location to drop on the in-store invoice. I asked if I needed to be at the house he said no. I was excited as he stated they usually do not deliver such low quantity amounts, but knew my need. He got special permission to get the products to me & the company only charged me $15. 3/2/18 We left for the day. I put in front of the driveway a wheel barrow with a large sign with the words, "DROP HERE". I received a call from the delivery guy, "the 24 bags of pea gravel could not be located." I explained to him that I was in a pinch with a guy showing up Sat that was to be paid for his time. The delivery guy suggested I get a different rock. I further explained the rock was being used for steps so the rock was going to be traversed on & does not need to be sharp or fragile. The guy said he had red lava rock he could bring & we would just be even since that is more expensive. We were phoned again. Delivery guy stated he was at the house & had been trying to get in touch with me. He advised he had only found 13 bags of the lava rock & did I want them. I said, "no. I need all the rocks at one time so the will all be the same color." I asked when the pea gravel would be available. The guy said he would let me know when he got back to the store. 3/5/18, I called the store a male answered. I said, "My name is Katherine, I purchased 24 bags of pea gravel that were to be delivered this past Friday. Is there..." (I was cut off by the person on the phone) The male said, "That was me. I told you I would let you know." & hung up. I paused & was in shock. I waited a few days before calling again. When I called a young lady answered the phone. She put me on hold to ascertain about the gravel. She said the gentleman was on the phone right now & could he call me back. I told the lady on the phone that I was getting frustrated that I had purchased the pea gravel since I had a guy coming to my house on Sat. I had to pay him since I cancelled on him & he had arranged to get out of work to help me. That no one is telling me when the gravel is going to be here that I needed to know so I could arrange for help that this week was my only chance to get help. She said she understood & would get the gentleman to call me back. Later that day the lady called. She stated that the truck may come sometime that week & they would call me when the rocks got here. 3/9/18 came & no phone call. I called & an older lady answered. I told her my urgency of needing the pea gravel. She said that a truck was coming next week. Upon speaking with my mom since at this point I wasn't sure what to do or who to get to help me but an actual landscaping company. My mom helped me rationalize by asking why I wanted them to deliver. I told her that they delivered up at the top of the driveway & by unloading the bags of rock that is less work from me. That if they could put the bags in the driveway I could rip into the bags & shovel rock into the wheelbarrow a little at a time. At this point, I gave them yet another chance. 3/15/18 I realized I hadn't heard from the store. So I called. The older lady answers the phone & says it should be here on the truck since it was ordered Tuesday. The lady on the phone assures me that I will get called. 3/16/18 happens. No calls. 3/17/18-I call them. A male puts me on hold & finds out there is no pea gravel at the store. On 3/19/18 at 9:36am, I go to the store & return 24 bags of pea gravel for a total of $97. I went straight to the cashier, Andrea. There was no suggestion as to any part of the delivery fee to be returned to me. Albeit, it was only a total of $15 however, some of the delivery should have been returned since it wasn't my fault the pea gravel was sold out from under me or actually was never at the store. During this transaction, absolutely no apologies were made to me for this frustration or time consumption by them. The lady starts to turn her back on me. I ask her, "Do you carry children's wheel barrows or smaller wheel barrows" She looked at me without skipping a beat, without looking up inventory in the computer, without looking outside & said an emphatical, "no" & then started turned her back to me. I then stayed the course. I then asked for a stapler so for the receipts. She handed me the stapler & left the counter. So much is said on their demeanor on how the overall discussion on a situation has been spoken about amongst employees and mgmt. Had to get parents to haul rock from jefferson-2 hrs away. NOT COOL!!!!! read more
