Allyson the manager of the plants at S and S drew a plant and tree plan for the landscaping of our daughter's home that I was asked to assist them with. Approximately 10 days passed, and I returned to Allyson and S & S to buy the trees and a few perennials. I informed her that we had visited Gertens in Inver Grove heights and that we had purchased most of our plants there, but I was returning to purchase the trees. She proceeded to tell me that she doesn't draw plans for free to have you purchase your plants somewhere else (how nice of her). I should have left the premises with that kind of comment, but I proceeded with the assistance of another employee she handed me off to, to pick out and purchase over $800 in trees. As WE picked out the trees, I was not told or offered to have the trees pulled out of their area so I could go around the tree (just like a rental car when you rent it), to make sure it was the tree that was wanted because once it leaves that lot, it's yours. I was informed prior to leaving of the 50% tree warranty for one year, and that the perennials were not returnable. When the trees were delivered (for $42), one tree (the most expensive $250 tree) was on the ground (6 mph wind that day) and when lifted off the ground it was seen that there was no branching on the one side for 3/4 of the tree. I also noticed that the container was rounded (like a rocker) on the bottom and would not stand without holding it, which was why it was on the ground. I contact S and S. Allyson returned my call and I told her the situation, and that I would like a different tree. She asked if I picked the tree, I said yes (with the help of the sales lady), but that I did not see there was no branching on one side (it was a crowded tree area). She then told me their policy is that trees are not returnable and that I should have known to pull the tree out of it's space to look at it before selecting it. She proceeded to somehow know that I was told multiple times that the trees could not be returned (which I was not). She proceeded to tell me that trees will grow and change (I understand that, but I did not feel a 250 tree with no branching on one side is what I should expect from a nursery). When I addressed the fact that if I had bought a tree from Lowes/Home Depot/Menards it can be returned with a receipt without question. She said we can't do that. I told her I understand that, but then the customer service should be outstanding to make up for the less than desirable return and warranty policy. I told her that a main reason people shop at Scheels is not because of their low prices but because of their exceptional customer service. After going around and around, She then offered and made it clear that she would make a ONE TIME exception to their policy and that the tree could be returned and another chosen. I offered for us to return the tree immediately and she said that they have to pick up the tree (because of the care they give) and it would cost us $42 plus tax. I then told her that if they give the trees so much care, why was the tree on the ground when I arrived to the house? She said it was the ND wind that blew it down, and I said NO it was because the container was rounded on the bottom. She then began to argue with me that this could not be the case. It seemed like everything I, the customer said, was discounted. After this lengthy conversation, I said I would get back to her. I decided we could wait the years it would take to fill in, and the branchless side could be turned to the undeveloped lot. Also, I did not want to give S & S one more dollar!! Allyson's bad ass no it all attitude and the way the situation and conversation was handled made me, the paying customer, feel belittled, "in the wrong", no fault of their customer service, and that S & S was doing me a big favor in allowing me to return the tree .
I have no confidence that if the tree fails within one year that it will be anything but our fault on how it was cared for or planted, based on their customer treatment. Go somewhere else to get your plants and trees, where you are treated like a paying customer should be treated! read more
