Complaints

This profile includes complaints for Ohio Mulch's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ohio Mulch

  1600 Universal Rd Columbus, OH 43207-1733

  
• 

  Ohio Mulch

  537 Reynoldsburg New Albany Rd Blacklick, OH 43004-8792

  
• 

  Ohio Mulch

  5380 Riverside Dr Columbus, OH 43220-1700

  
• 

  Ohio Mulch

  4480 Winchester Pike Columbus, OH 43232-5606

  
• 

  Ohio Mulch

  4065 Mount Carmel Tobasco Rd Cincinnati, OH 45255-3414

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:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 6/27/2025, I went to the Ohio Mulch at ********** ******** to purchase several bags of the Green Envy Leaf Compost. I had seen on the Ohio Mulch website that the product was on sale for $1.25. When I told the individual at the counter that I wanted to purchase Green Envy Leaf Compost, he informed me that they didn't have any. I was surprised because when I drove in I thought I saw bags that looked like what I had seen on the website. So, I left the store and went to the area where I thought I had seen the bags. When I got there, I saw a large supply of what I had been asking for. I went back inside and explained that I saw the bags I wanted. I thought that perhaps he just didn't understand what I was asking for. He then tried to explain that what I asked for was not leaf compost because it had some top soil mixed in with it, even though the bag itself said 'leaf compost'. He proceeded with the purchase but charged me $1.89 for each bag. When I told him about the website price, he again told me that what I was getting was different from what I saw on the website. I didn't access the website to prove it so I went ahead with the purchase. I bought 10 bags of Green Envy Leaf Compost and paid 1.89 each for a total of $20.41. When the bags were placed in the trunk of my car, the individual didn't take care to make sure they wouldn't break and I found that 2 of the bags had almost completely broken open when I went to remove them from the trunk. I went to the website to see if I had been mistake but on the Ohio Mulch website, the price for the Green Envy Leaf Compost was $1.25 and still is. I contacted Ohio Mulch to get some clarification and received an email from ***** ****** which stated that the price for the Green Envy Leaf Compost was indeed $1.25 and that the instore price and online price is the same. She asked for a number found on the receipt so she could research it. I sent that info on 6/28/2025 but I've had no response from Ohio Mulch.

  Business Response

  Date: 07/08/2025

  I am very sorry for the frustration about the Green Envy Leaf Compost. Ohio Mulch did have a flash sale on this item and should have been honored on the purchase of your product, the pricing of these flash sales are typically reflective on the Point Of Sale system utilized to process your order, however the ********** **** ******** ** * **** ***** **** ***** and uses the **** ***** operating system which did not transfer. I will be more than happy to refund the difference, we truly appreciate your business and your patience. Please call me direct my name is *** ***** my number is ************ and I will get you refunded.

  Customer Answer

  Date: 07/14/2025

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  ******* *******

• Initial Complaint

  Date:06/09/2025

  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.

  On May 21, 2025, Ohio Mulch delivered mulch and soil to my residence. During the delivery, the driver, ****, drove over the narrowest section of our 3rd-car driveway expansion joint, causing that portion of the concrete to collapse. **** acknowledged the damage and confirmed that Ohio Mulch would cover the repairs. He took photos for the claims process and stated that corporate would follow up. No contact has been made to date.
  
  I called ****** ***** on May 22 and left a voicemail regarding the incident. I also followed up by email on June 3, but I have received no response.
  
  Additionally, while **** was still on-site, I placed an add-on order. He quoted me a total, and I paid by check. Later, he told me the final cost was lower, said he covered the difference himself, and asked for reimbursement via ***** Pay. I declined and requested a formal invoice from Ohio Mulch. I have not received any invoice or clarification.
  
  As of today, I have not received any communication from ****** ***** or Ohio Mulch corporate. I am seeking reimbursement for the driveway damage and a formal invoice for the add-on order. Despite multiple attempts to resolve the matter directly, I have received no response.

  Business Response

  Date: 06/09/2025

  Mr. ******, my name is *** ***** with Ohio Mulch Supply Inc. I was just brought up to speed on the add on order and the email that you had mentioned you had sent on June 3rd 2025. I spoke with **** our driver on the details of the driveway and the additional soil that was requested for both deliveries. I am of the understanding that **** had returned a second time to your home in ********* to deliver the second requested amount of soil being 6 yards that our driver had given you a price prior to leaving ,however when he returned to the store location they typed the product and delivery into the computer and the amount was less than he had initially quoted . **** then reached out to you and suggested that you write a second check and destroy the first check that was made out for the incorrect amount . I understand that you did not feel comfortable paying for the product until you received an invoice therefore, I have sent you an invoice for the amount of the soil and delivery fee to the email utilized on your original order. Please review the order and pay the invoice for the additional product received.

  Mr. ****** , as we review your online order number ****** that was placed at 9:40:25 AM on May 14 2025 the order being for 3 yards of the Growers Blend Soil which you had added specific notes that stated Topsoil to be delivered on the grass next to the driveway for the third car garage . The mulch to be delivered on the driveway of the 3 car garage slot ", it is important to note that these were your delivery instructions verbatim, and most importantly they are both located on the side of the driveway that you instructed them to advance the delivery, Please review the attached addendums that will identify your original order including your requested delivery instructions coupled with a photo of the product delivered  to your exact delivery notes and a copy of your online order that  clearly states in " Red " Important -Read-Release of Negligence Of Ohio Mulch. Ohio Mulch for over 40 years value our customers and the communities throughout Ohio in which we serve, it is our mission to provide the highest quality products and services to all of our customers and truly appreciate your business and apologize for the misunderstanding with your order.

  Customer Answer

  Date: 06/09/2025

  **** did not indicate that a second check would be required for payment.  He indicated that I should pay him directly via ***** ***.  I also have a text message from **** indicating that corporate would be contacting me to reconcile the damage done.  My delivery instructions were not that the dirt be delivered on the third car expansion, but in the grass adjacent to the third car expansion.  I will not be completing payment of any kind until such time as Ohio mulch corrects the damages to the driveway as **** indicated he payed for the order himself.  Additionally, **** was quite clear in stating that Ohio mulch would repair damage done while on site.  
  
  
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 07/12/2025

  Please review attached addendum of you original online order and the delivery details stating to deliver on left by 3 car garage in grass. Please keep in mind the side as depicted on delivery instructions generated by customer is on the small side of drive way where alleged cracking occurred our driver followed instructions as provided by home owner. I also want to point out my driving staff is not trained in the field of driveway sub base and its capacities, we at Ohio Mulch use small single axel dump trucks that are Non CDL. Required...
  

  Business Response

  Date: 07/12/2025

  Attached Addendum

  Customer Answer

  Date: 07/14/2025

  I am rejecting this response because: Ohio Mulch has in no way addressed the text messages and oral commitment from the driver indicating reconciliation of damage done.  They have also not addressed the improper communication attempting to collect moneys outside of the companies official invoicing.  
  
  
  
  Regards,
  
  
  
  Kyle ******

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Order number ******, I had a great experience working with the pataskala ***** while at your store. They helped me pick out two beautiful boulders for my house. They told me I would receive a call on delivery so I could be prepared. I didnt receive any notice they were being delivered and the boulders I did receive were wrong. They were half the size and different color from what I picked. I want a full refund on that order including shipping. I tried calling your corporate number at ********** as directed by your local branch but was put on hold every time with no one answering.

  Business Response

  Date: 05/15/2025

  Mr. **********, I am sorry about the improper staging of boulders for your delivery I learned of this when I received a call from one of our customer service staff regarding the wrong boulders being delivered for your order  at this time I immediately reached out to you in an effort to rectify your concern . I called the staff at the ********* location and they found the original boulders were pulled from the staging area causing the driver to pull different boulders thinking they were for your order. I had the driver redeliver your selected boulders within an hour of our conversation. I truly am sorry for the confusion the manager had pulled your chosen boulders from the normal staging area in an effort to assure they would not be resold this process confused the driver therefore spawned the wrong boulders being delivered.

  Customer Answer

  Date: 05/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** **********

• Initial Complaint

  Date:04/26/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 purchased a pallet of sod at their Westervile location on ****, 4/23 at 956 am. Later that day, at approx 330 pm, I called back to cancel that order as someone else I am working with had already purchased a pallet of sod elsewhere. I was told at that time by an associate of the *********** location that we could cancel the order but the director would have to process the cancelation and I should expect to receive notice by Fri 4/25. I was also told that they would place a do not deliver note on this order. Fri 4/25 came and I still had not received the cancelation notice. I called twice into customer service on 4/25, once at 11:17 am and another time at 3:08 pm. I spoke with a ****** and a *****. Both tried to reach said director, whose name I believe was *** *****, and ultimately ***** was able to reach said individual, who informed her he needed to speak with me before canceling the order. I gave her my phone number and received no call back. This order is supposed to be delivered on Mon, 4/28 and I will not accept delivery of this order.

  Business Response

  Date: 04/29/2025

  Mr. ********* I am sorry for the frustration, the confusion on this particular order stemmed from the timing of the order entering our delivery portal and the cancelation of the order preceding our acknowledgement into our delivery system. I have refunded the order in full and appreciate the opportunity to earn your business. 
  

  Customer Answer

  Date: 04/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:11/14/2024

  Type:Sales and Advertising 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 was looking for a new charcoal grill. I did a a Google search and found a great little grill for sale at $60 at Ohio Mulch. I clicked on the advertisement and went to their website, added the grill to my cart, and checked out. A little more than a week went by and they had not contacted me with shipping costs, as my receipt said they would.
  
  Then, I received an e-mail from ********** **** ******** ** ****** ****** where she states, "Through the website we do deliveries only, but a delivery fee was not charged on your order." If their site is only used for delivery, why is there an ordering page with a shopping cart and checkout? Then she offered me a completely different grill for $187, stating that the $60 grill was not in stock.
  
  This is classic UNETHICAL bait & switch tactics. I would bet they never had a $60 grill, or only had one and sold it immediately. Why is it available to purchase online if there are none in stock? When will it BE in stock? Why didn't she offer to special order it? Or notify me when it would be in stock?
  
  Either way, I ordered a grill and received a confirmation e-mail with an order number. I expect them to fulfill the order.
  
   

  Business Response

  Date: 11/15/2024

  Mr. *****, I apologize for your confusion with the on-line purchase, we at Ohio Mulch streamline the on-line ordering process in an effort to clarify any applicable fees for any down stream services that may be required to solidify your order. Please review the attached addendum that you acknowledged during your on-line purchase that clearly identifies in bold print all on-line orders are for delivery only. We truly are sorry for your frustration , we do have a grill that you ordered in stock at our Lewis Center Location that can be shipped to you, if you agree to the conditions of the on-line document that was acknowledged by you at time of your purchase.

  Please do not hesitate to contact me directly at [email protected] or ###-###-####

  We truly appreciate your business.

  Business Response

  Date: 11/15/2024

  Mr. ***** , please review the photo of the grill that is in stock and can be delivered .

  Customer Answer

  Date: 11/15/2024

  I am rejecting this response because: There is no offer contained in the response. All they suggest is that I consider the $187 grill instead of the $60 grill they advertised. That's akin to telling me they don't have a *****, but would I consider a *****ri. The bait and switch is the heart of my complaint. And their reply is that I should be happy with the switch? They are unethical and unprofessional and I promise to share this story in every social media outlet available to me. 
  
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:08/03/2024

  Type:Product 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.

  We ordered 115 bags of mulch for $455 to be delivered on June 7, 2024.I called on June 7 in the late afternoon when the mulch didn't arrive. I was told our delivery date wasn't guaranteed. Unfortunately, I did not see the note on the invoice for the extra $30 to hold the day. Since we live within 2 miles of a Cincinnati store, I was quite surprised that this was an issue in the first place. The delivery arrived in the afternoon of June 8 (after being promised first thing in the morning). The load was properly dropped on my driveway. However, the fork lift truck leaked oil up and down my concrete driveway. I have attached a few ***************** for your reference.We ended up with 18 extra bags. So I called on June 12 to inquire if I could return them. I was informed I was able to bring them back to my local store.On Saturday, June 15 I brought the bags to the ******** location. Unfortunately, since this was an online order, they were unable to help me. They gave me the corporate phone number which was never answered. I left several annoyed voice mails that day and I did not get a return call.On June 18, I emailed the company requesting the ability to be refunded for 18 bags when I next visit an Ohio Mulch store. AND I requested to be reimbursed for the damage to my property.I believed fair compensation was a refund for the 18 bags (about $59 once I return them) and a refund for the delivery fee ($130).I was able to refund the extra bags. But, the company was unwilling to refund the delivery fee. Instead they promised to pay for a pressure washing company to clean my driveway.I agreed. Its now August. They have had sufficient time to find and hire a company to clean the mess they made. I have no trust this company will follow through on their commitment. My communication with Ohio Mulch is 1-sided and they consistently ask me to be patient.Id like your help to encourage them to maintain their commitment and put their customers first.

  Business Response

  Date: 08/04/2024

  Mr. Born, my name is ***************** Director Of Retail Sales ******** with Ohio Mulch, I am truly sorry for your frustration that was instilled with the delivery of you product, we pride ourselves for over 40 years to value our customers and their concerns and it is clear that we missed the **** on providing a high level of customer service on your delivery. I will pull your order and look through the notes and most importantly I will assure the reimbursement took place on our end for the 18 bag return coupled with looking to reimburse an amount that is fair for the power washing of the hydraulic oil left on your concrete driveway. 

  We appreciate your business and apologize for the frustration this process has caused, if you should have any additional concerns or questions reach out to me ***************** at ************ or ********************************* and I will help.

• Initial Complaint

  Date:06/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  We ordered sod on May 18th, 2024 to be delivered to our house on May 20th. We noticed a problem with the area we were planning to lay sod on as a potential septic systems issue and needed to cancel our order. I called back on May 19th and they stopped the order and said a refund would be issued by a manger. It wasn’t. I called back 3 more times and no refund has been issued. The last call placed to the store was referred to someone in their cooperate office. When I called cooperate, the person who handles those issues was out of the office and I left a voicemail. A month later and I still have not been reimbursed (today is 6/18/24)

  Business Response

  Date: 06/23/2024

  Ms. *******, I am sorry for the frustration and delay, I will look into this first thing Monday I will confirm the delivery was not performed and if not I will make the refund to your account the same day and send you an email confirmation. Thank You for allowing us the opportunity to confirm and rectify this issue,

  Customer Answer

  Date: 06/30/2024

  I accept the business's response to resolve this complaint. Thank you for helping us with this issue. We greatly appreciated it! The matter was resolved very quickly 
  
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/28/2024

  Type:Customer Service 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 ordered 220 tons of sandstone boulders on 7/13/2023. The delivery of 80 tons took place the following days. The order was then closed on 9/11/2023 after receiving 80 tons. I called ***************** to find out when to expect the next delivery. He told me that it was too wet to drive in the backyard so he would be in touch next week. I waited patiently but received no communication. I started to call his number but he did not answer his phone or return my voicemails. I had no choice but to call my bank and have the transaction reversed which they did and then magically I started getting phone calls from the owner and ***. At this point they had only delivered around 80 tons of boulders. *** said sorry and I accepted his apology thinking I would get top tier service from this point forward I called my bank and reversed the chargeback. What a huge mistake because now I sit here writing this with only 170 tons of boulders a few of which aren't even sandstone boulders at all and are actually globs of concrete that they must have decided was good enough to pass as a boulder lol.I've contacted the help desk at ohio mulch and left multiple voicemails for the director but the only response I have received is Good ol *** telling me that he completed the order and that he would be out to go over the order with me. He missed our appointment on monday which it was memorial day so I understand so I contacted him but he did not respond. I just am at a loss and have only a few other recourse actions at this point before pursuing further action I wanted to try and solve this amicably.Recap: 220 tons of boulders ordered on 7/13/2023, delivered 80 tons and then sent an email saying order complete. Made a chargeback credit card was told sorry and delivered another *********************************************************************************************************** Multiple phone calls later *** says the order is complete. Provided no documentation and had lied multiple times.

  Business Response

  Date: 06/02/2024

  ****************, I am sorry for your misunderstanding you have with your purchase , I have worked closely with you throughout this process, we have brought many semi loads and straight truckloads of flat chunks and boulders to your residence. You had requested that we bring the final delivery of stones in large flat rocks do to the top structure of your pool project requiring specific size and shapes requirements, although this was not part of the original purchase we agreed and excavated these rocks and delivered them last year to finalize your purchase, upon delivery of those boulders I instructed you that the project delivery was completed and you agreed. Now it is now almost 7 months later and you are stating that we shorted you boulder tonnage. I called you and spoke to you and you indicated that you counted the weight stamped on the pallets and it appears you were shorted . I communicated that I delivered each boulder to your property and do to the collapse of many pallets attributed to your delivery site and requirements coupled with the size and weight of these boulders the collapsing pallets were removed an the boulders were transported the rest of the way down the 6-7 foot drop area in your back yard then these boulders were combined on other pallets or just stacked on the ground.  **************** as you are well aware the delivery of these boulders were not typical, this is because of the size of your driveway being not long enough coupled with the *** requirements and neighbor complaints you were in need of moving these pallets to the rear of your property which had very difficult delivery concerns.  Your request would require a special machine do to the grade of your back yard, although this would alleviate the *** restrictions the delivery process would be difficult and challenging and we not only agreed to perform the delivery we would do it at no additional charge.

  I spoke to you several days ago and indicated I would stop out to discuss with you your concerns on shorted product and I did , I walked the boulders and called you to see if you could come out to the back yard since you worked from home and speak with me so I could clarify any concerns you might have had you indicated you were not there but would call me to reschedule a time. I am more than willing to overcome your objective, we delivered the require tonnage of boulders to your residence we also accommodated your request to deliver your product to a challenging property site at no charge . We have served communities in and around **** for more than 40 years and truly appreciate your business ! I appreciate that you ordered product prior to really understanding the scope of the project but yet we still altered your generic boulder order to accommodate your project requirements. Please review the attached photos that provide a visual aid of the scope of the project and the volume of product delivered.   

  Business Response

  Date: 06/02/2024

  These are a few of the actual photos delivered to ******************** Property and the illustration of the property transition to the true delivery point.

  Business Response

  Date: 06/02/2024

  These are a few of the actual photos delivered to ******************** Property and the illustration of the property transition to the true delivery point.

  Business Response

  Date: 06/02/2024

  These are a few of the actual photos delivered to ******************** Property and the illustration of the property transition to the true delivery point.

  Business Response

  Date: 06/02/2024

  Pictures of what **************** is planning on building .

  Customer Answer

  Date: 06/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21767880
  
  I reject your response for the following reasons:  Unfortunately, your response is incorrect. In our phone conversation, you assured me that you would let me know one hour before you arrived and that you would be there on Monday. You showed up without notice on Wednesday. I don't exclusively work from home and I can be away at any time. That's why like the rest of the world we schedule meetings we dont just show up out of nowhere thinking people will be home. Also we answer our phones and we don't lie to our customers. You also did not knock on the front door so that my wife could talk to you.
  
  You never brought the large flat rocks. You never answered for the blob of concrete you delivered. I'm not even sure this is *** so whoever you are I would ask that you show proof you delivered 220 tons of boulders. I have painstakingly gone over every boulder and have 178 tons. I have it all listed and written down with pictures. According to you I took 7 months to complain about this issue but  that is not the entire truth. We went back and forth for 3 months while I had 70 tons of boulders in my back yard. You said you would order larger boulders and rent larger equipment and come back with large flat top boulders. Your worker came and delivered boulders with the same equipment. Also he did not deliver flat boulders like we discussed.
  
  You said the delivery was made difficult because you had to move the boulders into my backyard. The 6-7 foot hill is spread out over a large distance and everything is very open with plenty of space. Maybe because you viewed the delivery as difficult you decided to short me on boulders to pay for the extra delivery distance. If so you should have made that clear so that I could have just had a different person move them from my driveway to my backyard. I have attached all boulder weights for every single boulder and the total amount it equals too. Please provide me with your documentation showing proof you delivered 220 tons. I would think that you got receipts showing weights so that you actually know what you are delivering. 
  
  Regards,
  
  *********************

  Business Response

  Date: 06/04/2024

  ****************, you were never Lied to at any time the product you ordered was delivered and the request for additional flat stones you requested if your memory is altered were on site as I walked the inventory at your home on Wednesday as described in the aforementioned response. Although, you are correct that I did visit your home and walked the inventory of delivered products on Wednesday. I will reach out to you this week and we can walk the product and I will address your concerns .  

   

  Thank You

  Customer Answer

  Date: 06/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21767880
  
  I am rejecting this response because: He has not reached out to me as of 6/6/2024. They have not been able to produce any documentation supporting their claim that they delivered 220 tons. Although I have already spent 2 hours of my own time cataloging each and every boulder, (minus the clump of concrete he brought me) I am still willing to go through each and every boulder with ***. My opinion is that to make up for the extended delivery they shorted me by 42 tons. ***'s definition of flat rock is inaccurate as I showed him pictures of what I needed and he did not deliver. He also stated he would need to rent larger equipment to move the larger flat rocks. None of those things occurred and I had to perform a chargeback on my credit card just to get him to bring out more of the rocks I was owed. The end result was a delivery from a different employee and then no communication or any kind of receipt or documentation was provided.

  I guess if we as customers are willing to accept ***'s word that we received what we paid for than it would have been much easier if he actually setup meeting times. Maybe if he actually communicated his intentions or delivered products as promised and I didnt have to do chargebacks and talks with the owner of ohio mulch then it would be easier to trust *** at his word. The reality is I did have to do all that and i'm willing to continue forward until I get my additional 42 tons of boulders or a refund for the 42 tons owed. 

  Regards,

  
  *********************

  Business Response

  Date: 06/07/2024

  Photos related to delivery.

  Business Response

  Date: 06/07/2024

  Photos related to delivery continued.

  Business Response

  Date: 06/07/2024

  Photos related to the delivery continued.

  Business Response

  Date: 06/07/2024

  Photos related to the delivery continued.

  Business Response

  Date: 06/07/2024

  Photos related to the delivery continued.

  Business Response

  Date: 06/07/2024

  Photos related to the delivery continued.

  Business Response

  Date: 06/07/2024

  Photos related to the delivery continued.

  Business Response

  Date: 06/11/2024

  **************** ,  as per my follow-up to your concern I indicated that we would set a meeting and it was set for last Saturday 6/8/24 at 10am . We met for approximately 2 hours going through each stone marking them and finalizing the delivery predicated on your original purchase. The amount of product purchased was 220 Tons after our count we shipped 225 boulders at ****** pounds which equated to ******** Tons which was over our obligation predicated on the original purchase order. If you should have any additional questions or concerns please feel free to reach out to me personally and I will help. Thanks again for your business.  

  Business Response

  Date: 06/11/2024

  Email communication with customer following up on 6/8 in person visit with him

• Initial Complaint

  Date:05/09/2024

  Type:Product 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.

  Description:
  Constituent is having issues with Ohio Mulch. They delivered a defective product. The mulch was
  smoking. He reached out and was told someone would contact him in an hour. He has not heard back.
  No Atty
  OHIO MULCH
  **** ******* ** ************ ** *****

  Business Response

  Date: 05/09/2024

  Mr. ****, I truly am sorry for the frustration on your order, we live in a clay base soil reign and our soil is nutrient deficient this is why most customers in these locations choose to use a hardwood organic mulch which composts and feeds the soil each year. I came out and looked at the product and found it to be composting as it should with great grind consistency, although some of the mulch had already been used we went ahead and picked up the remaining mulch left on his drive way and brought him the entire amount of the original purchase with the high quality mulch that he had  purchased . Mr. ****, reached out to me after the replacement mulch arrived and said thank you but now I have too much mulch because I had used part of the mulch on the original order. I told him to use what ever he needed and I would come back out and remove what was left over and he agreed . Mr. ****, we truly value your business and appreciate your patience.

• Initial Complaint

  Date:05/06/2024

  Type:Customer Service 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 bought 45 bags of mulch, upon trying to buy the bags of # 1942 the counter guy at the west columbus location near grove city tried to talk me into buying bulk and getting delivery due to him not wanting to load bags, a red bearded guy that is heavy set. I pull into the lot and he came to help me. To make a long story short he was loading the bags to me and he kept falling into the side of my brand new truck putting a slight crease in my bedside. Also a scratch with his watch. I heard my bed side pop and gave him a look and he stopped using my truck to catch his balance. Im upset because it was very careless and you have a no damage clause hanging in your store. Also, he was complaining about other customers to customers. I have always bought my mulch from Ohio mulch. The mulch is great. Im upset because they did not want to load my stuff obviously, and then the carelessness puts a crease in and scratch on the passenger side bedside of a 2024 chevy Silverado custom. This was 8:30 am on May 2, 2024. I bought 45 bags then came back and bought 10 more. The incident happened when I bought the first 45 bags. I know there is pretty much nothing that can be done. I would like to say my experience last year was far better then this year in regard to service and the fact that last years crew respected my property.

  Business Response

  Date: 05/08/2024

  Mr. *****, I wanted to thank you for your feedback on the experience you had at our west location, we truly work hard to assure that the experience at our retail locations are conducive to a very positive outcome each time we serve our customers. I watched video on May 2 of you and my manager speaking about the purchasing of 60 bags of 1942 triple processed black mulch. The question was raised will the manager load a full skid of mulch into your truck using the forklift. The manager indicated that the damage that the pallet would cause by scratching your bed or possibly denting your tailgate would not make it possible for us to perform your request, he also showed you a disclaimer showing examples of damage created during the process. At that time you viewed the product and walked back to our counter and ordered your mulch and the manager went out and loaded the bags handing each bag up to you as you stood in the bed of the truck stacking them. I did not see any stumbling or tripping of the employee, the bags were close to the truck and he would hand each bag to you as you were no more than 3 feet away at any given time. We truly apologize for your frustration on the non loading of product by a forklift, however with over 40 years of experience serving our customers we have learned that what saves us time in the loading of products may cause our valued customers frustration with damage to there vehicles therefore we have eliminated the process and chose a safer alternative.  We appreciate your business and value your feedback.

  Customer Answer

  Date: 05/16/2024

  I am rejecting this response because: 
  
  I never asked him to load my truck with a fork lift. Do not put words into my mouth 
  
  Regards,
  
  
  
  **** *****