Purchased topsoil that was contaminated with 40-50% gravel. Vender replaced soil for other customers with same problem but not for me.
Purchased two yards of topsoil from Ooltewah Nursery & Landscape. They delivered the topsoil. Found railroad spike, piece of cloth, rope, broken glass, and gravel. Placed in coffee can and took back to Nursery to show them. They would only give me a store credit of $19.67. Told them I would try to rake the gravel out of topsoil. Too much gravel to do that and didn't have equipment for separating the gravel from the soil. Soil was between forty and fifty percent gravel. Rained on soil I had laid down in the yard. Rain had washed all of the soil off of the gravel. Yard looked like a parking lot. Went back to Nursery with the two receipts, one showing the purchase of the gravel, the other showing the store credit used to purchase ****** grass and vegetable plants, and the delivery invoice the driver had given me. They were all loose and not stapled. *** the owner and three of his employees were standing up front at the checkout counter when I came in. I handed *** the delivery invoice and set the two receipts on the counter. *** explained to me how his sifting machine had broken down and that many customers had complained about the gravel in the topsoil. He then volunteered that they would deliver two new yards of clean topsoil to my residence. I asked *** if he wanted the old soil or should I jsut throw it over the hill in the back yard. He told me to just throw it over the hill. The cashier clerk behind the checkout counter took the two receipts and stapled them to the delivery invoice. She handed them to me. I thanked *** and we shook hands on the matter and I left. Went home and threw the gravel soil over the hill in the back yard per ***'s instructions. After I finished the Nursery phoned. They indicated that I had not been forthcoming about the $19.67 store credit that I had received. I explained that the receipts and the delivery invoice were all right there in front of them as we were discussing the matter. I have since had to purchase additional soil from another company to finish up my yard project. Since *** had said they had given other customers new clean soil for the same problem that I shared with the other customers, it didn't seem reasonable that he wouldn't do the same for me. I even offered to give them back the store credit, If I could just have the soil I needed. They refused my every attempt to come to a mutually agreeable settlement of the issue. I have had to spend double the labor and money to get new soil to put down on my yard. It seems only reasonable and fair for them to refund all of my money in regard to this transaction. After all is said and done, It wasn't I who created this situation, the Nursery's broken down sifting machinery caused the issue. How does their negligence put me at fault? Had the sifting machine been working properly this memo to BBB would not have been necessary. I am not to blame for this situation, they and their sifting machine are. I have taken pictures of the yard and and the soil is still here should someone care to inspect it.
At 73 years of age, I am out the eight hours of labor it took to take up the gravel dirt, purchase new soil and the labor to put that down. It has cost me twice the money and twice the labor to receive what I should have had in the first place. I would like a refund from them to cover $105.00 for soil and $9.66 in taxes for a total of $114.66 less the store credit of $19.67 for a net amount of $94.99.
We have issued a check in the desired amount requested. We regret that this situation happened. When he came into the store with his complaint, the sales person called the owner. The owner apologized and asked what we could do to make him satisfied. He requested a store credit and $20.00 was agreed upon by all parties since not all the topsoil was bad. He appeared satisfied and spent his store credit that day. We were surprised to find out that he came back into the store Monday and spoke with another sales person about the problem. This sales person told him that we had other complaints over the weekend, but that actually was only one complaint and that complaint was the person he was now talking to. The sales person did not realize that this was the same person that had already complained over the weekend. He did not tell this sales person that the problem had already been resolved over the weekend. When the store manager found out, she called him to tell him that the resolution had already been agreed upon so we would not be refunding him again.
We do not want unhappy customers and regret that this has become such an issue. We would never intentionally send out topsoil that had gravel in it. Our topsoil sifter had broken a tooth that morning and we were unaware that any debris had gotten through. The sifter has many teeth so it was not noticed right away. And we thought that he was satisfied with the first resolution agreed upon. Obviously, he changed his mind and we are here to satisfy his second request. We apologize again for upsetting this customer. It was never our intention.
(The consumer indicated he/she ACCEPTED the response from the business.)
BBB you are to be commended for your part in handling this complaint. You are thanked for a job well done. As for the vendors topsoil, each and every customer should check the topsoil in the bin at the store before accepting delivery of this product. It is always best to be careful. An ounce of prevention is worth a pound of cure. I am totally satisfied with the outcome provided by the BBB. It is a shame the vendor couldn't have pursued such a resolution of their own initial volition. Again, many thanks to you BBB. My grass seed is up and growing.