Mill Creek was recommended to me two months ago when I could no longer order wholesale wreaths from the business I've dealt with for years (due to a death in the family). At the time I appreciated the referral from Hanovers Tree Farm and I looked forward to the start of a great relationship with the owners of Mill Creek Gardens. My first attempt to place my order was met with disappointment as my phone message was not returned. After weeks of not hearing back, I cautioned that if we didn't hear back, we would pursue other venders.
That seemed to work as my call was then returned and my wholesale order was placed and paid for. At the time, I'd arranged to pick up my order Saturday, November 19, 2022. Approximately two weeks ago I again called to discuss a possible change in the pick up date. Again, my message was overlooked and neither owner showed the courtesy of returning my call.
Yesterday we arrived at the garden to pick up the order. The owners only had my order partially completed, They both tried to make excuses as to why is wasn't ready. Ultimately they offered only one solution, that they create the two sixty inch wreaths Monday morning when their team returned to work. This was not a viable solution. The sheer distance and expense of driving a second time from Oshkosh to Marshfield was cost prohibitive.
Neither owner was willing to resolve the incomplete order. I suggested they allow me to take the two sixty inch wreaths from their retail supply and was told I would need to pay an uncharge. To me, that was a petty attempt at resolving the problem. In the course of the past thirty years I've made countless adjustments to customer orders and follow the rule of business that the customer is always right and when it came to providing my customers with excellent customer service, I erred on always giving my customers whatever was needed to make it right. This is a business principle not yet practiced by neither Erik nor Danielle. Although impressed with the design and quality of their wreaths and my ambition to expand my wholesale orders with their company in future years, I left without my order due to their lack of experience in extending my company the courtesy of customer service.
If they would have simply taken the time to return my call, the scenario would have been vastly different for both of us. read more