Stay away from this place! I bought 8 plants for almost $200.00 in March 2016. By mid-July, one of the plants ($28.00) was dying. I returned the plant and had the yellow receipt for the exchange. The exchange policy is listed near the cash register as 1 year exchange with yellow receipt, no other conditions are listed. The same is on the "yellow" receipt. I returned the plant to the store and was told that because it was planted in a container and not planted directly in the ground, the guarantee was void! When we purchased the plants we specifically told the person helping us that we intended to place these on a deck in large half barrel containers and he stated that would be fine and they should do well! I asked the 2 women working to show me the policy reflecting the "container clause" and they said "it's on the website". I left the store and went to my truck where I checked the website. As of July 16, 2016, the exchange policy states nothing about container plants versus those planted in the ground. (http://www.twinbridgenursery.com/exchange-policy.html) I went back in the store and showed it to the woman who had originally made the statement and she then stated "it must be somewhere else on the website then". I asked her to show me so I could see it for myself but she was unable to. She said it's their rules and they're unable to honor guarantees on container planted plants! I asked her to show me that "rule" in writing but again she was unable to. I reminded them that there was nothing the customer could see when making a purchase warning them of this stipulation. She said it's the owners rule and they "just work there" and there was nothing they could do. She offered to get the owner on the phone so I could speak with him but apparently was unable to do so. I told her I wasn't asking for a refund, just a replacement. She was getting frustrated and her voice was getting louder and finally made the decision to replace the plant. When I walked out into the yard with one of the other employees, he was very nice and helpful. I asked him about putting the plant in a container and he said it should be fine! When I returned to the cash register, one of the women had taken my original receipt and wrote on it that there was no guarantee on anything that I had purchased!
I don't believe they can over-ride what their written guarantee is yet she insisted that I shouldn't return with any other plants, even though the website and everything written in the store clearly reads that the guarantee is good for 1 year with the exception of special sale plants!
I would stay away from this place as I don't believe they care about their customers after the sale or even follow their written policies! I would stick with one of the big box stores! Their selection may not be as good but at least they honor their written guarantees! The men in the yard area are helpful, polite and respectful however the women working inside (07/16/16 afternoon) were rude and condescending.
Steer clear of this place and protect your investment!
Note* Ironically, the Twin Bridge website even suggests placing plants in containers to dress up your deck! http://www.twinbridgenursery.com/nursery-plants.html It reads "Another possibility is a container plant. Many nursery plants can be kept in containers and placed on a deck or porch." Yet this is contradictory to what I was told by the female staff! Nor does it state anywhere on this page that placing plants in containers voids their warranty! read more
