Unfortunately, I've experienced consistently rude and dismissive customer service at Crystal…read moreLandscape Supplies in Fort Collins. I've been there many times, and nearly every visit has left me feeling as though my business is an inconvenience. I've continued giving them opportunities, but my most recent experience was by far the worst. I finally decided I wasn't going to spend approximately $500 at a business that couldn't be bothered to treat me with basic courtesy.
I'm an individual homeowner working on a relatively small landscaping project. I don't expect special treatment, but I do think basic courtesy and a willingness to answer reasonable questions should be part of customer service.
I had called ahead to purchase one ton of flagstone for delivery. I was told they couldn't deliver it by the Friday I needed it, so I would need to come in and select the material myself. No problem! I made the trip a couple of days later and arranged for a professional to pick up my order on Friday.
When I arrived, the woman working in the office was eating. I kindly told her to take her time and finish her food if she was hungry. She didn't acknowledge my comment, offer a greeting, or say anything. She simply stood there looking at me, waiting for me to explain what I wanted.
After I explained why I was there, she asked whether I was going to drive or walk to the materials. When I suggested driving, she told me it was right there and that I should walk, vaguely gesturing behind her. I was unfamiliar with the yard, and it was a freezing, rainy day with mud and puddles everywhere. Driving would have made much more sense, but I followed her directions.
Finding the flagstone wasn't nearly as easy as she'd made it sound. I ended up wandering around the muddy yard in the cold rain, trying to figure out where I was supposed to go. Eventually, I located the materials, carefully followed her instructions for marking the pallet I wanted, and even took pictures to make sure I'd done everything correctly.
When I returned to the office, I asked whether the pallet contained approximately one ton. I wasn't familiar with what that quantity should look like, but based on my research, I expected roughly 75-100 pieces depending on their size, and the pallet appeared to contain considerably more. That's when she informed me that the pallets contained two tons and that if I only wanted one ton, I would have to go back outside and hand-select it myself.
I was stunned. I had explained over the phone from the beginning that I needed one ton. Nobody had mentioned that I would be expected to physically sort through and select approximately 2,000 pounds of stone myself! I had no gloves, no equipment, and no idea how I was supposed to determine what constituted one ton.
When I mentioned that I'd specifically requested one ton over the phone and hadn't been told I'd need to hand-select that amount, she snapped, "Well, it wasn't me who you talked to."
I wasn't accusing her of anything! I was simply explaining that I'd followed the instructions I'd been given, which were to come in and select a pallet. Thankfully, I thought to double-check the quantity, or I could have ended up purchasing twice as much material as I needed.
What bothered me most wasn't even the misunderstanding. It was her dismissive attitude and complete lack of interest in helping resolve it. Rather than offering guidance or explaining my options, she simply told me to go back outside and start over.
At that point, I was completely defeated. I quietly pushed the marking tape and Sharpie back toward her and said, "No." As I started to leave, she asked, "You changed your mind?" All I could manage was, "Just... no."
I hadn't changed my mind about needing the materials. I had simply reached my limit with the way I was being treated.
After multiple visits and repeated experiences with unfriendly, dismissive service, this was the final straw. I was prepared to spend approximately $500 that day, but why would I give my business to a company that consistently makes me feel unwelcome? I understand that professional landscapers likely make up a large portion of their business and that my purchase was relatively small, but individual homeowners deserve basic courtesy and customer service, too. I was trying to spend my money there, not asking for a favor.
Thankfully, I found Ewing in Fort Collins, where the employees went above and beyond to help me. The difference in customer service was remarkable.
If you're looking for landscaping materials in Fort Collins, particularly as a homeowner unfamiliar with the process, I would recommend Ewing over Crystal any day. Kindness, patience, and basic customer service go a long way, and unfortunately, my experiences at Crystal have consistently fallen short.
