Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a complaint against Gullo's around July of this year regarding a $200.00 blue spruce tree that had been planted in September of 2021 that they promised would be replaced according to the 1 year warranty. After COUNTLESS calls to Gullo's I got nothing but the runaround from the owner's son. Early September I finally got a call from Mr. Gullo (after I had placed a complaint with BBB). He promised the tree would be replaced within 2 weeks. Here we are, the third week in October and I have not gotten the replacement tree, a phone call or nothing. Just crickets. I guess I'm stuck with a half dead 8 foot blue spruce in my front yard and I will NEVER do business with this company again. Incidentally, last year they repotted my son's bonsai tree and it was dead the following month. Buyer beware.

  Business Response

  Date: 11/14/2022

  Thank you for your letter informing
  us of a complaint registered with your bureau on October 18, 2022. We take
  these matters seriously and hope to resolve this issue.
  It is true that Ms. ***** purchased and had planted a
  Colorado Blue Spruce tree in September of 2021. Unfortunately, the tree did end
  up dying, and it is understandable how frustrating that can be. Gullo’s Garden
  Center is happy to replace it under the terms of our 1 year 100% warranty. This
  is standard procedure, something that we do all the time, and something that we
  have agreed to do in Ms. ***** case.

  There were some issues leading up to the replacement
  being scheduled, which is pertinent to understanding the situation and
  providing context for why this replacement has taken much longer than other
  replacements typically do. Initially there was difficulty in sending a picture
  for confirmation that the tree was indeed in need of replacement. In subsequent
  phone calls Ms. ***** often became so animated that she would not allow me to
  speak. Every attempt was immediately met with her talking over me, and on one
  occasion, she agreed that she was too worked up to have a conversation, and
  would call back when she was in a better state. Ultimately, this delayed the
  process even further. Her claim that I “gave her the run around” is unequivocally
  false and disappointing to hear expressed. Ms. ***** unfortunately failed to
  mention that her phone calls consisted almost entirely of her issuing crude
  personal insults, yelling at, and talking over me. I could not have given her
  the runaround, even if I tried.
  

  What I did do (which I was unable to explain to her
  for the aforementioned reasons), was submit this through the proper channels
  within our business to our landscaping department. Unfortunately, we were at
  the time and are currently out of stock of the replacement item. The owner,
  “Mr. Gullo”, as she refers to him in her complaint, called her to explain the
  situation. He stated that as soon Gullo’s was able to get a replacement in, her
  tree would be replaced. Due diligence was done; we contacted multiple other
  garden centers as far as Rochester seeking out a replacement tree for Ms.
  ****** but were unfortunately unable to secure one.
  

  This is an atypical situation caused largely by the
  pandemic. The nationwide inventory of nursery stock was completely depleted in
  2020 and 2021, and as a result, it is much harder to purchase goods. However,
  we have secured a replacement, which will be shipped to us in spring (when
  trees are dug each year), and fully intend on replacing Ms. ****’s tree as soon
  as the replacement comes in.
  

  Thank you for your time
  in this matter mediating the situation. The opportunity you have given us to
  respond and your work on this matter is appreciated.
  
  Regards,
  
  Russell Gullo
  Chief Operating Officer