ComplaintsforYardzen

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. $1695 gift from my son ************************* 2. Full yard package 7MFK-E9LD-W83W-P3N2-GQ6W-V GR2 3. Initial design did not fit measurements at all.4. Revision done, which also does not fit, and sent to local contractor before me.5. Both designs included plunge pool which I asked to be removed.6. Zoom call scheduled with employee who sent link without Yardzen in name went to trash and there was no call.7. Very disappointed with Yardzen and request my son be refunded in full.8. I have full documentation of request for revision, refund and deficient plans

  

  Business response

  05/15/2024

  Hi ******,

  Weve responded to your most recent email but wanted to make sure we address your concerns here. Based on your timeline of events, I wanted to clarify that you have only received the initial designs and were happy to remove the plunge pool for your revision but added it based on your account set-up requests. We use the initial designs as a rough draft and can refine the measurements in your next revision.

  In our follow up email, you mentioned the Zoom email confirmation went to your spam folder. Our Expert had waited for 15 minutes before sending a rescheduling link but were more than happy to get your call rescheduled. I also want to note that our refund policy would not allow for a refund in any capacity based on our Terms and Conditions as work has been done on your project, but as mentioned before, were more than happy to get you on a Zoom call with our Design Director. We look forward to making this right!

  Customer response

  05/15/2024

   
  Complaint: 21673971
  
  I am rejecting this response because:
  1. Initial plan was boilerplate and did not fit at all.

  2. Revision which also was boilerplate with pool (Iwhich I asked to be removed several times)and sent to contractor who has been trying to email me.

  Revision never sent to me.

  3. Company is not honest. I have lost all trust.

  4. Phone call link was not sent from Yardzen, but an individual, which went to Spam.

  5. Very poor customer service. I have emails indicating my dissatisfaction going back months.

  6. Yardzen has delivered 2 boilerplate plans that in no way match my requirements and measurements. This does not equate to $1695 which my son purchased for my birthday. He is embarrassed and devastated by Yardzens unsatisfactory performance.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October 2023 we paid $1900 for landscaping designs for our almost 2 acres. We wanted landscaping in front, a fire pit area & some trees planted in the back to block our view of neighbors & a shed. We took a few months to gather all the pictures/videos of the yard, areas of concern, pictures of what we liked/didn't like, etc. We got our designs from yardzen on 12/18. They planted 17 hydrangeas, added a very large builder grade patio (not what we asked for) with EVEN more hydrangeas & planted a few trees in a totally different location than showed on the video. We called & spoke with a customer service agent to ask for a refund because there was nothing usable in the designs. She said since they had completed ANY work they would only issue a 50% refund. We have asked multiple times/for a few months for a full refund. We get the same email back that they can only issue 50% & that we should let them know what we would like to do. It a circle of us asking for a ************* saying "let us know". We told them to issue the 50%. I would like a full refund! The designs do not show $1000 worth of work! I could have copied & pasted hydrangeas all over for yard in a free program & got the same result. It would be different if we liked the front yard designs or could use any portion of them. The designs that are showed by yardzen are all full of different kinds of shrubs, flowers in a nice layered look with a nice social area/fire pit, etc. I would have been thrilled to get half of what they are advertising that they do. But we got the absolute bare minimum.

  

  Business response

  04/09/2024

  We appreciate the opportunity to address the concerns raised by our client, ********, regarding her experience with Yardzen. We take all feedback seriously and are committed to resolving any issues to ensure our clients are satisfied with their experience.

  
  We understand ********'s disappointment with the initial design delivery and regret that she did not feel satisfied with the outcome. Our team at Yardzen strives to deliver high-quality designs tailored to each client's unique vision and preferences. We acknowledge that while a lot of the design decisions were driven by ********'s specific requests and input provided during the onboarding process, we recognize that there may have been areas where we could have better aligned with her expectations.

  
  It is unfortunate that ******** did not allow us to continue the design process and address any concerns she had. We firmly believe that with open communication and collaboration, we could have worked together to refine the design and ensure it met her expectations. We are confident in our ability to deliver exceptional results and regret that we were unable to demonstrate this to ********.

  
  In an effort to address ********'s concerns and demonstrate our commitment to customer satisfaction, we issued a refund of 50% of the design fee as a courtesy. We have made multiple attempts to reach out to ******** via email and phone to understand her experience better and work towards a resolution. We are hopeful that we can engage in constructive dialogue with ******** to address her concerns and find a mutually satisfactory resolution.

  
  Regarding our BBB Customer Rating, we acknowledge that it may not fully reflect the positive experiences of our clients. We are proud of our A+ rating and accreditation, a testament to our commitment to integrity and customer service. We strive to continuously improve and provide exceptional service to all our clients.

  
  Our ultimate goal at Yardzen is to ensure that every client is happy and satisfied with their experience. We are dedicated to resolving ********'s concerns and welcome the opportunity to work with her to achieve a positive outcome. Thank you for bringing this matter to our attention, and we appreciate your assistance in facilitating a resolution.

  
  

  Customer response

  04/11/2024

  Better Business Bureau:
  
  I reviewed the response made by the business in reference to complaint ID ******** and have spoken with them by phone. They have agreed to refund 100% of my purchase price & the case can be closed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/9/23, I ordered a front yard virtual design package for $1,095. I logged in and went throughout the first 2 steps of their checklist. There was an error getting to the third step and I was unable to proceed with the design process. I contacted them on 5/9/23 to troubleshoot the issue. I tried their suggestions for over an hour, on multiple computers, without any fix. I was advised they would email me in 24 hours with the next steps. On 5/11/23, i reached out again by chat text and phone call asking for a follow-up as I was still unable to proceed with my purchase. I am unable to speak to anyone by phone but left a voicemail. The chat said the engineering team was still looking into it and would respond with instructions within 24 hours. On 5/15/23 i followed-up again by chat text and voicemail. I am still unable to use the product I purchased and am unable to speak to anyone live. The chat box said they will follow-up again. I advised I was not interested and wanted a refund and they ended my conversation without any feedback or refund. I have had to file a credit card dispute with my bank.

  

  Business response

  06/12/2023

  Please see attached response from business. 

  

  Business response

  06/14/2023

  We strive to provide exceptional service to all of our clients, and when you notified us that you no longer wanted to pursue a landscape design with Yardzen, we promptly refunded you in full within 24 hours. Here is the *** for reference: #***********************

*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. ↩