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Business Profile

Garden Center

The Sprucery Garden Center

This business is NOT BBB Accredited.

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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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Complaint type

  • Initial Complaint

    Date:04/11/2023

    Type:Product 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.
    On 4/11/23, we bought 25 bags of what was labeled Western Red Cedar Mulch. Weve done business with The Sprucery for 10+ years, including large and small projects. Every 1-2 years we buy mulch from ********** always consistent. Today the mulch was darker & had had a different texture than in the past. We verified the labeling on the bags & assumed it was just wet or that they changed the mulch since our last buy. The first 19 bags, labeled as red cedar, looked identical. The 20th bag was lighter brown with texture & looked like what we have always laid & what we expected but it was completely different from the first 19 bags. We immediately called & talked to ******. We sent ************* agreed the mulch looked very different. I expected him to help & make it right but he kept blaming their supplier, saying it wasnt his fault, it was theirs. Even though he sold ******** team loaded it, he took no responsibility for fixing the issue. He checked the rest of the bags he had in stock & confirmed them to all be the correct, brown mulch. His only solution was to take back the 7 un-opened bags, which does us no good. He cant provide mulch to match the first 19 bags because of the quality / color issue & he refused to provide a credit or to replace the incorrect product so we can match the correct color he has in stock; the correct mulch we requested and bought from him. ****** became offensive; telling me the bags were see through, insinuating we shouldve known. In reality, we told them what we wanted & his team pulled it & loaded it, so we asked why they didnt notice it. He had no answer other than to be combative & continue to ***** any responsibility. We spent $350 on the 1st truckload of ********** planned to buy another 60+ bags. Were now stuck with product he admits is a quality issue & doesn't match, which is unacceptable. We want him to stand behind his sale & handle his supplier on the back-end. We want him to credit the bad product & make it right.

    Business Response

    Date: 04/24/2023

    Good Morning,

     

    We settled this complaint with the customer the next day. We replaced all the bags of mulch. Customers issue resolved. 

     

    Best Regards,

     

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

The Sprucery Garden Center is NOT a BBB Accredited Business.

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