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Business Profile

Nursery Supplies

Terra Gardens Nursery & Bark

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Nursery Supplies.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/26/2024

    Type:Delivery Issues
    Status:
    Answered
    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 2 cubic yards of soil over the phone to be bagged and delivered. I got half the amount after the delivery date was changed as well as no receipt provided.

    Business Response

    Date: 02/26/2024

    This customer had called and asked us to calculate how much product (premium bedding mix) he needed for his garden beds.  We calculated that he would need 2 yards of product to fill his garden beds.  He was concerned that there would be insufficient room for a delivery truck to dump product in his driveway and asked if it could be delivered in bags.  This started an extended conversation with our staff member about higher cost of bagged product and the quantity of bags needed. He was told that there are approximately 15 bags per 1 cubic yard of product, and if he wanted 2 yards it would require 30 bags.  He waffled considerably on what to do at this point as pricing is considerably higher for bags than bulk product.  Eventually, he decided to get just 15 bags,as he was concerned that 2 yards might be too much, though as a business we would have preferred to sell him more.

    On the day of delivery, our driver called him and confirmed the quantity of bags and that it was 1 yard. His response was that no, he remembered it being 2 yards of product he needed.  The driver put him on hold and asked the person who had set up the order to discuss with him the quantity so we did not bring the wrong amount, and our manager came up to the register at that point to verify as well what the customer was told.  He was reminded that he had been concerned about 2 full yards, and had agreed to 15 bags / 1 yard, but that we could bring any quantity he wanted if he wanted to change the order.  He did not wish to purchase any more and agreed to take the load as it was, so we delivered the 15 bags to his house.

    After delivery, he used all 15 bags in his garden and of course it did not fill his beds completely. He called back and said that we had shorted him and wanted another yard bagged up for free to remedy the situation. We told him that he had agreed and paid for 15 bags, but that if he wished to purchase another 15 bags of product, we would deliver it for free to get him up and going.  He stated that this was unacceptable and that he expected the additional product for free or would require a full refund.  We restated that we would not give him free product and that we would not refund product that he had already used, but if he wished to purchase the additional product he wanted,we would be glad to deliver it and wave the delivery fee.  He said that he no longer needed any more product and that if we did not do what he was demanding, he would instead complain online, with the BBB and with the Attorney Generals office.

    As for the receipt, we staple it to the front page of our 3-part form for delivery and our driver made his final mileage entry on the middle page of the form after delivery, showing that the front page was left at customer site.  Our driver said he delivered the receipt with the load.  Duplicate receipts are always available if one is lost.

    Customer Answer

    Date: 02/27/2024

     
    Complaint: 21341318

    I am rejecting this response because: the business simply told me the price they quoted me would fill my garden beds. At one point they said it would fill both beds 10" high. I paid and unloaded the bags on their word.

    Sincerely,

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

Terra Gardens Nursery & Bark is NOT a BBB Accredited Business.

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