First I want applaud and rave about the great customer service and knowledge of majority of the employees there - from Stephanie (most knowledgeable and friendly) to Brian, the manager. We spent over 1.5k there in plants while landscaping our front yard and did so because they were always professional and polite. Brian was quick to respond to my messages and even texted me pictures of plants they had onsite. I reserved several plants while working out of town and purchased them when I returned home, smooth transactions over phone and text with prompt response.
My first negative experience was with Patty. It was 5pm when I arrived and she rushed me out as they close at 5:30. In 30 minutes I did manage to pick out 6 or so plants, unfortunately in her hurry, she charged me for a plant I only asked for price check on, but never purchased. I came by the next day, explain the situation to another girl at the counter, and was given store credit to purchase additional plant without any issue. So although I didn't like being rushed, they made things right so I forgave the rudeness and mistake - we all want to go home after long day at work.
This morning, I came in and explained that all the plants I purchased from them seem to be doing well, expect this one pineapple guava plant that doesn't seem to be taking and was looking bad. Brian said I could take the plant out and return it (he also said I could bring back a clipping and he could tell me what's wrong). I went home, pulled up entire plant with roots and took time to find exact plastic pot (we had stack of 3 dozen or so plastic pots from the landscaping project) with bar code and price for return. I even had the original receipt. When I returned with plant, Patty refused to refund me. She said that the heat made the plant look bad and because she couldn't resell it, I couldn't return it. I explained the conversation I had earlier with Brian, the store manager, but still she was firm on the no return, even though it was purchased just two weeks earlier! I told her that there was another guava plant that I could exchange it for if she'd give me store credit. Then she accused me that I simply changed my mind and wanted something else. Seriously? To go through the trouble or uprooting a plant simply because? I didn't even know about the Pink Guava until another employee pointed it out, as I was pondering whether or not to get the Black Jack fig tree that I've been eyeing for weeks but was on expensive end. After 15min of arguing she finally did the exchange. What's the point of it all? I had the original receipt, it was in the original pot with serial code, and it was purchased just two weeks earlier. They have a 6 month guarantee on plants over 1 gallon with original receipt in original pot. All criteria which I adhered to. So why did she object to it and gave me such a hard time? Patty said that the plant had to be in same or better condition for return. No where in there guarantee did it state that plant should be in sellable condition; furthermore is plant was doing well I wouldn't have wasted my time planting, uprooting and replanting. This is not my idea of customer service. I'm avoiding this place when Patty's around. One star for ornery Patty - but because everyone else is good or great, they still get 3 stars. We still have 3x amount of plants to purchase for backyard but I'm taking that business elsewhere. read more