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

  883 Us Highway 42 N Delaware, OH 43015-8840

  
• 

  Ohio Mulch

  2541 Harrisburg Pike Grove City, OH 43123-1453

  
• 

  Ohio Mulch

  8932 Hazelton Etna Rd SW Etna, OH 43062-9491

  
• 

  Ohio Mulch

  1602 E Main St Newark, OH 43055-8872

  

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:01/23/2024

  Type:Service or Repair 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 ordered 7 yards of top soil on 4/14/24,to be delivered 4/21/24 (order******), for $370.81. As soon as I placed the order, I realized that I didn't see a place to insert delivery instructions. I emailed them right away. Crystianna R*** told me to email them to her and she'd make sure the driver got them. I requested that the soil be dumped in my garden area beside my garage. I came home on 4/22/24 to find it dumped in my gravel parking area in front of one of my garage doors, subsequently blocking my truck in. After quite a few phone calls, we finally contacted Ron F**** the sales manager. He said if we moved the dirt he would bring a load of gravel to fix the parking area. I advised I wanted the dirt moved by them as well as this is why I paid to have it delivered. He told me they would do that. I never heard back. I made several calls and left messages. I even called from different numbers. I never got a response. I waited for a response for a few months and finally had to move the dirt myself by hand. I had to wait that long because I was dealing with a shoulder injury. I'm very disappointed at the lack of response or genuine concern. When I ordered from them, I did not expect this to cause me more work or having to have my parking area repaired. It is still a mess from the dirt

  Business Response

  Date: 01/31/2024

  Mr. ********, I became aware of the situation well after the product had been delivered and reached out to the phone number as listed on the original order and spoke to your wife about the location of the delivery. I indicated to her that we have a well established delivery process for that has evolved over 40 years of performing tens of thousands of deliveries each year. This process de[pends heavily on the delivery information being input by the customer at time the online order is taken , this information is a critical component since many of our delivery's are performed in close time slots in correlation to when the online orders are placed. The drivers delivery copy will mirrors the original order and unfortunately your order did not have any delivery instructions , therefore the driver used his best calculation on the delivery placement.   The concern I shared with your wife right upfront is that the drive area where the product was delivered was located on gravel and the movement of the product would be unable to be cleaned completely and would have gravel comingled within the product being moved. I suggested that if you moved the product Ohio Mulch would provide the 57 limestone that would be needed to redress the areas affected by the product, you indicated that you would need to speak to your husband and see if that would work. Mr. ********, I am still willing to provide a scoop or so of the 57 limestone to redress the affected area on your driveway if this will work for you.

  In closing we truly appreciate your business and value your patience.

  Customer Answer

  Date: 02/01/2024

  As soon as I noticed that I hadn’t added delivery instructions on the online form, I contacted C. R*** by email.  She assured me that she would get the information to the driver. Mr F**** said that he became aware well after. This is because I kept getting the run around from everyone I talked to until my wife talked to C. R***. she put him in contact with Ron F****. She also told her that she may not have gotten the message to the driver. He’s saying the driver used his best judgement dumping the soil in a gravel parking area. This blocked my right side garage door subsequently blocked my truck in. My unplanted garden area was in plain sight of where he dumped it. This is where I requested it to be dumped in the first place. Ron said his concern with moving the soil from the gravel to where I wanted it is that it would make a mess co-mingling the soil and gravel. How would that be more of a mess than I have now from the soiI being dumped there in the gravel. It wouldn’t have been co-mingled in the first place if it had been placed where I requested to have it placed. I called Ron and spoke to him on the phone after my wife talked to him. He agreed to move the soil and bring gravel in. He said this would be no problem. He said he’d call me back. He never did and I was never able to get back in contact with him after leaving several messages. 
  Regards,
  **** ********

  Business Response

  Date: 02/02/2024

  Mr. ********, I apologize for your frustration, it is difficult to manage at times any delivery without the a completed instruction page filled out by the customer. The online order is sent to a delivery program which coordinated each delivery by store and product as well as bulk or bagged requirements by location. Your order was populated on April 14th at 8.40 AM when the order missing the delivery instruction was initiated , you then sent an email on April 14 at 9.31 AM asking if you could add delivery instructions, unfortunately we did not receive any instructions until April 20th at 4.34 pm. The delivery was slated for April 21 and by the time we received your instructions the order was sent to the driver for the next days delivery. Crystianna, sent the notes to the system for update however the order had already been dispatched for next days delivery. I am willing to try to partially correct the situation as a good will gesture by delivering gravel necessary to restore the comingled driveway area.

  Customer Answer

  Date: 02/12/2024

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

• Initial Complaint

  Date:12/20/2023

  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.

  On Wednesday Dec 13 we I telephoned prior to placing an order and spoke to K####. It was explained that trucks could not go off of driveways. I asked if we would be notified when the delivery was on the way. I was told yes. I placed the online order for 8 Cf Com-til, 8 CY of mulch, provided a 10% tip in advance, the website requested one) and requested delivery for Thursday Dec 14. There was no place on the order system to designate a delivery location. At the time the order was placed I telephoned and left a message at the number i previously called, 614 445 4455 and sent a message through their contact system providing delivery location instructions. Their website provides no customer service contact options for orders. On Thursday morning without receiving notification i looked out the window seeing the final stages of the com-til being delivered in a way that blocked all parts of the driveway. I immediately called 614 445 4455 and fortunately was able to reach k#### again. I requested that the mulch be cancelled and that we be reimbursed for the mulch that had not yet delivered, and the tip. i was assured it wouid be. The mulch was not delivered. My husband had to take most of the day off work to immediately move the Com-Til (we have a son with a disability and the placement of the soil prohibited him from being able to be dropped off safely AND for the large van to turn around in a safe location). Since that date we have not received the reimbursement nor have we had multiple calls returned or received a response from the contact resolution request i submitted. No one is picking up the telephone now at the location that corresponds with the telephone number where I was reaching K#### - 1600 Universal Rd col.. We seek reimbursement for the mulch we did not receive, and for the tip that was not earned. $309.85 incl tax Mulch #410 8 CY 29.99 each total 239.92, tip $51.98, taxes $17.95 We did not receive a receipt from this business

  Business Response

  Date: 12/21/2023

  Mrs. ******, I am sorry for your frustration with the product placement , as we spoke yesterday the on-line order did not have the delivery instructions listed on our delivery order, therefore the driver placed the order in the most likely place taking in consideration the residence layout. I indicated yesterday I would have our staff refund the product which had not been delivered and as of 3pm December 20th 2023 the amount of $257.92 has been deducted from our account for your reimbursement. If you should have any additional concerns please do not hesitate to reach me Ron F**** directly at ###-###-#### and I will help you. We truly appreciate your business and value your patience.

  Customer Answer

  Date: 12/22/2023

  I accept the business's response to resolve this complaint; however, there is no option to state a delivery location on online orders.  I appreciate the BBB action on this and Ohio Mulch’s as well 

  
  Regards,
  ********* **************

• Initial Complaint

  Date:10/19/2023

  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: The consumer purchased topsoil, with Ohio Mulch **** ******* ** ******** ** ******* ******** ****. However, once the bags of topsoil were opened the consumer realized that the bags were labeled topsoil but contained mulch. The consumer stated that this was falsely advertised, and the business is refusing to provide a refund. The consumer stated that the business provided a great deal of misrepresentation regarding the product purchased.

  Business Response

  Date: 10/20/2023

  Mr. *****, thank you for your feedback on the topsoil you purchased at the Roberts Road location. The topic of soil in our Geographic location can be confusing to a consumer outside the industry, Ohio is located in a Clay Based Soil region and the soil is nutrient deficient and must be amended to offset the PH and Alkalinity and increase the nutrient factor of the soil. The soil designed for both bulk and bag production has been produced by our company for more than 30 years and is amended with organic aged wood fiber and light sand coupled with ground aged leaf compost. This combination with stimulate the ability for the soil to be effective in all growing applications. I must preface this by saying if you are looking for a soil to fill a swimming pool or foundation of a house for example our soil would not be best suited do to the fact you would only need to pay for a load of clay based fill dirt and then top it with our soil to grow grass or plant material.

  We value our customers and have been serving communities within Ohio for nearly 40 years, our intent is to provide high quality products with the best service at an affordable value which in turn will secure our long term success.  Thank You for your business and we are sorry for any miss understanding there may have been with your purchase.

  Customer Answer

  Date: 03/13/2024

  I have no idea how BBB handles complaints.

  I have attempted a couple of times to address this problem, but it seems like BBB just keep closing it out.

  Ohio mulch is selling bags marked topsoil that are actually primarily junk mulch, with some sand and some soil.

  I bought 17 bags of this thinking I was getting top soil only to find it was mostly mulch. They would not allow me to return it.

  They grind up yard waste that was free to them and are putting it in the bag marked top soil.

  I submitted to BBB 12 separate entries from 12 separate dictionaries defining top soil!  As ridiculous as this sounds, it is in fact what Ohio Much is falsley advertising and selling.

  I don't know what else I can provide!

  I thought that the purpose of BBB was to investigate these types of complaints.

  I initially contacted the Attorney General's Office with this complaint. So, they do have record of my initial complaint to them.

  Thank You

  **** *****

   

   

• Initial Complaint

  Date:10/07/2023

  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.

  I had top soil delivered over the weekend. I had originally scheduled the delivery date for Friday, September 22 so I could be home when it was delivered. The delivery date had to be changed to Saturday because of inventory issues, which is totally fine, but I wasn’t going to be home. I was ensured that was OK. I came home Saturday afternoon to find three of the trees along my driveway damaged and my gate bent and broken (it no longer closes). I emailed on Sunday morning with photos of the damage and received a quick response from the customer service team telling me a director would contact me. It is now 5 days later, I’ve emailed multiple times, I’ve called the office and left a voicemail, and no one has contacted me. October 4, 2023: Someone called me 5 days after I emailed and called multiple times. We agreed that Ohio Mulch would try to fix my gate and they would come pick it up this past Saturday (September 30) from 12-1p. I rearranged my schedule to make sure I was home from 12-1p on Saturday and no one showed up or called to say they were going to be late. I then called them and left a voicemail and emailed them to let them know we would need to reschedule for another time that I would be home since no one showed up. I gave them the days and times I would be home the next week. Someone named Patrick from Ohio Mulch reached out and we agreed he would come by Thursday at 10a when I would be home. Instead, someone came to my house today (Wednesday) and took my gate while I wasn't home AFTER I specifically said I need to be home when they were there. No one called or emailed to let me know they were coming. And I have not been told where they took my gate or when it will be returned. I'm fuming. I can't believe that someone would just come and take my gate without my permission. It is now October 7, I have emailed and called inquiring about my gate and no one has told me when it will be returned. And, I have not heard how my trees will be fixed.

  Business Response

  Date: 10/09/2023

  Ms. ******, I am sorry about the confusion on the delivery concern, I came to view the issues and found that the affected trees will recover since the main trunk of the tree had minimal abrasions to the bark area. I then reviewed the gate and found the damage to the frame was slight and our fabrication facility is actively working on the repairs and should be completed today as I am planning on reinstalling the gate today. I am truly sorry for the frustration on the the gate pick up , ********** had told me it would be best for Thursday or Friday and I was coming past your area on another stop that I had which was close to your home therefore, I stopped in and picked up the gate assembly on Wednesday not realizing it was not the date preferred . We truly appreciate your patience and value your business.

  Customer Answer

  Date: 10/18/2023

  I am rejecting this response because: My trees have still not been fixed and I do not trust someone who is NOT a tree expert to determine whether they are OK or not. And, ********** told me in an email someone would be out to fix them because they determined from looking at the photos that the branches could be wrapped up so they heal properly.

  I either want someone would actually knows trees to come out and fix them or I want a refund on my order. It’s been well over three weeks now and this has not been resolved. 

  Regards,
  ****** ******

  Business Response

  Date: 10/19/2023

  Ms. ******, we did come to the property and tightly wrapped the branches which begins to sculp the tree to its original condition. We will review the progress of the trees in early spring, this will validate the recovery process and verify if any further attention may be needed. As per our conversation last week we understand the frustrations and concerns and will navigate  through these concerns throughout this process. Ohio Mulch Supply has initiated action on all of the concerns that you have made and will continue to work toward finalization of our tree issue as the trees continue to make progress through the next few months. Thank You for your patience and we truly appreciate your business.  

• Initial Complaint

  Date:10/02/2023

  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 Sep 23 2023, I purchased 1 cy of top soil from Ohio Mulch at their Columbus Pike, Lewis Center location. Because of the quantity, it had to be loaded to my vehicle by the store associate with a skid-steer loader/bobcat. During the process, the store employee shattered the rear window of my vehicle. The associate then filed an incident report instantly, took pictures, and shared with the director of sales at Ohio Mulch, Mr. Ron F****. But between 09/23 and 10/02, absolutely no one from Ohio Mulch proactively contacted me to resolve the incident, so I had to call Ohio Mulch's corporate like Mr. Ron F**** & Mr. Jeff W***** many times, most of which were not even answered. I understand that businesses have procedures to follow which could be time consuming, so I was planning to pay the cost myself first because the shattered window would cause risk to my kids who sit under on their car seats. I also hoped that Ohio Mulch would reimburse me for the same amount when they complete their process. On Oct 2 2023, however, during my call with Mr. Jeff W*****, I was told that Ohio Mulch will not reimburse any repair cost becuase customers should have read and agreed the waiver defines any damage caused by store assosiate during the loading process the customers' repsonsibility. First, I was never offered an opportunity to read any waiver; second, I still cannot believe that a successful business with an annual revenue of $8-9 million does not want to take basic responsibilities for any damages it caused to cusotmers' vehicle. I was even told to always keep a shovel handy if I plan to buy top soil from Ohio Mulch stores so I can load by myself instead of a store associate. As mentioned, it would be too dangerous to put my kids' car seat under the shattered glass, so I have scheduled the repair to 10/3 2023 for a cost of $726.21. At this point, I strong blieve that Ohio Mulch should be responsible for the damage that they did to my vehicle and reimburse me for the cost.

  Business Response

  Date: 10/05/2023

  Mr. ****, we truly are sorry for the frustration with the loading of your product . The difficulty with the loading process in the past has been the customer who purchased the material has stood beside the vehicle and directed the loader to get closer and closer so as to not get any product outside the bed of the truck and when there would be damage they would expect us to pay for the direction given to the operator by the customer. Therefore , we posted that we will not be responsible for the loading process this is to stimulate caution by the customer to the operator during this process. We load thousands of bulk product loads successfully with out incident and are truly sorry for the accident that occurred to your truck. 

  Customer Answer

  Date: 10/13/2023

  Firstly, this constitutes my initial transaction with Ohio Mulch, involving topsoil purchased via a newly purchased vehicle approximately three months old. I was not previously acquainted with the procedures surrounding material loading. At no point during the transaction was I informed by store associates that my active participation was required in the loading process.
  
  Secondly, during a prior conversation with you guys, you referenced the existence of a liability waiver stipulating that Ohio Mulch is not responsible for any vehicular damage incurred during the loading process, contingent on in-store purchase and payment. It is Ohio Mulch and its staff's responsibility to explicitly inform customers of the waiver and any subsequent forfeiture of rights upon transaction completion. This, regrettably, did not occur.
  
  Thirdly, you indicated that Ohio Mulch has successfully completed thousands of such loadings without incident. While this may be factually accurate, it is not a legally sound argument to absolve the company of its obligations and responsibilities. Were this rationale universally acceptable, a customer might counter-argue that they have purchased substantial amounts of topsoil from competitors without incident, thus laying the blame solely at Ohio Mulch's doorstep for any unfortunate outcomes.
  
  Lastly, the crux of this issue is not monetary but centers around customer satisfaction and trust. It is disheartening to witness such an approach to customer grievances from a business reporting nine million dollars in annual revenue.
  
  Regards,
  
  **** ****

  Business Response

  Date: 10/14/2023

  We certainly understand your argument but must reiterate that we have posted the criteria for the purchase of any products at our Retail locations involving a loading process that may require any type of equipment. The 24x24 signs within our showroom provides a color Photo and the verbiage that states, Notice Liability Waiver For Loading Vehicles ! You Assume The Risk Of Ohio Mulch Loading Your Vehicle > Ohio Mulch Is Not Liable For Damage To Your Vehicle .

  We truly apologize for your frustration and value your business , we work very hard to assure this does not happen as well as emphasizing the risk to the customer prior to the purchase by posting large colorful signs in the showroom at the cashier location.

• Initial Complaint

  Date:09/22/2023

  Type:Delivery 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 9/23/2023 I purchased a yard of mulch from this business. I asked to get a 1/2 yard as I have done many times over the years and come back to get the other half later. I took my small Ford Ranger back to the store to get the other 1/2 yard. The manager Ryan said he had put a full yard in the back of my truck. I was upset and told him he did not know what he was talking about. He responded saying he had worked construction and I should not get an attitude in his establishment. I came home and filled my 11.7 cubic foot yard trailer (2x) with mulch to check how much I had received. Total amount received was 19.2 cubic feet. This works out to be 71% of a full yard. I would like to get a store credit of $12.19 for material purchased but not received. I am surprised Ohio Mulch would short people material after getting caught doing this in 2014.

  Business Response

  Date: 09/23/2023

  Mr. *******, I am so sorry for the frustration you felt on the product you purchased at the Montgomery location. We have prided ourselves for over 39 years to provide a high quality product at a fair price throughout our season. We have a policy that educates the proper volumes and techniques for each of our operators to load our customers with any bulk products which includes an ongoing testing for each of our operators, this insures that all of our valued customers receive the amount of product they paid for.  Please feel free  to reach out to us if you are still frustrated with your experience we truly value your business and appreciate your loyalty. I have spo*** with our management team to bring this concern to our local manager at the Montgomery location and coach him on ways to assure that each of our customers at this location walk away with a positive feeling about there purchase. 

  Customer Answer

  Date: 09/25/2023

  I have been using Ohio Mulch for approximately 15 years, mostly at your Pataskala store. I have not had any problems in the past in getting half-yard loads in my small pick-up truck. While I am glad you work to train your employees on load sizes, you appear to be neglecting my request to reimburse me for the amount I was shorted. You suggested reaching out to you if I am still not satisfied but did not tell me how I should do this. 

  Regards,
  
  *** *******

  Business Response

  Date: 09/25/2023

  Mr. *******, we stopped selling half cubic yards in 2022 . 

  Customer Answer

  Date: 09/26/2023

  Yes, I agree , I was told the minimum purchase amount was a full yard but was told I could still get 1/2 yard quantities. I did not have any issues with getting two 1/2 yard loads with my purchases on 5/11/23 or 11/09/22.

  If you no longer will load 1/2 yard quantities why was I not told this when I went in to purchase bulk mulch? It looked to me as if the Bobcat skid steer at your store has a 1/2 yard bucket on it. I can understand  not wanting to sell partial if the smallest bucket is 1 yard but there should be signage stating that fact in your stores.

  
  Regards,
  
  *** *******

• Initial Complaint

  Date:09/13/2023

  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 August 14th I received my order that was delivered from Ohio Mulch. The driver called before the delivery saying he didn’t know where to place the mulch in my driveway. I instructed him to place it by the garage door so I could pull my car behind it. After the delivery, I went outside to run an errand and noticed my garage door was dented in at the bottom (also panel inside is falling off )where he must have pulled up too far. I sent an email (the only way to get ahold of anyone) and Ron called me back. I explained what happened and sent him a photo and he said he would have Precision Doors come out and look at it and get back to him. I did tell him that the garage door was older it had some damage to the top of the door but it works for us and I only want the part fixed that his drive did. He had someone from Precision Doors come out ( extremely rude, spoke down to me, and criticized the garage door. Just like I told Ron the garage door is older but it works for us and it didn’t have the damages on the bottom so I just want what Ohio Mulch did fix. I waited a week and still heard nothing from Ron finally answered and told me that Precision Doors couldn’t fix the bottom because of the age of the door and he was going to speak with Corp. on Thursday, the 7th, and would get back to me. I called him and texted him on the 8th and again on the 12th and as of yet I still haven't received a call back. It has been 1 month since they damaged by door and still, there is no outcome. I would like them to take reasonability for their actions and fix what they damaged.

  Business Response

  Date: 09/15/2023

  Mrs. ***, upon learning about your concern I pulled the original order and spoke to the driver and the store manager about the delivery . The driver indicated that he was unaware of the door being impacted when he delivered the product . He did add that upon delivery he noticed that every panel on the garage door was dented .

  I when tho Google earth pulled the address and noticed that every panel indeed had partial damages from years past . I also remembered the house because I delivered to your house a few weeks earlier do to our driver being sick that day . I also noticed the doors damaged as well. I called you on the phone and communicated my concern . I was told by you that our driver accidentally hit your door . 
  

  I agreed to send out a reputable door company who refused to replace one section of a door that needed replaced do to to the age and condition of the existing garage door . I am truly at a loss as to what you would like me to do to rectify your concern .

• Initial Complaint

  Date:07/12/2023

  Type:Delivery 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: I ordered mulch on 5/24. Order number ******. They promised to deliver it on 5/29 and wasn’t delivered. The kept shifting the date and each time it wasn’t delivered. Finally I cancelled the order and it has been over a week but my credit card hasn’t been refunded. I have spent several hours trying to contact them and keep getting the run around.

  Business Response

  Date: 07/13/2023

   Mr. ******** I am truly sorry for the frustration with your order, I show that the refund was sent to your *** *** account on July 5th 2023. If you have any further questions please feel free to call our corporate office and we will get you taken care of expeditiously.  

• Initial Complaint

  Date:06/28/2023

  Type:Delivery 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.

  To Whom It May Concern, I am writing to file a complaint against Ohio Mulch. On May 30th, I placed an order for mulch to be delivered on June 3rd (order confirmation number ******). I had people lined up to lay the mulch over the weekend, so I was expecting the delivery on time. At 3pm on June 3rd, an Ohio Mulch delivery truck delivered mulch to my neighbor's house two doors down. I went to speak to the driver, who told me that he was too tired to go get my order and would deliver it first thing in the morning. On Sunday morning, I still had not received my mulch by noon so I called Ohio Mulch and spoke to the manager, Josh. He informed me that the driver had lied to me because he was not scheduled to work on Sunday. He also had taken the truck keys home with him so there was no way for anyone else to deliver my order. The manager said that my mulch would be delivered first thing on Monday. My mulch was finally delivered Monday at 1pm. The manager apologized for the inconvenience and said that he would reimburse my delivery fee and give me a discount on my mulch. He said that I needed to call customer service and tell them what had happened, and they would take care of it. I have called customer service multiple times since then, but I have not received any resolution. I have been passed from person to person, and I have been told that my issue will be "taken care of" but I have never received any confirmation or reimbursement. I am very disappointed with the way Ohio Mulch has handled this situation as I expected better service from this company. I am filing this complaint with the BBB in the hopes that you will be able to help me resolve this matter. I am requesting a full reimbursement for my delivery fee and a discount on my mulch. Thank you for your time and attention to this matter. Sincerely, ***** *****

  Business Response

  Date: 06/30/2023

  Ms. *****, I have spoken to my staff about this issue and understand your frustration, Josh had made a commitment to you for the refund on the delivery fee do to the delay in delivery of products ordered. I have processed the refund today and you have received an email credit for the amount paid for the delivery . I truly apologize for the confusion and appreciate your business !

  Customer Answer

  Date: 07/08/2023

  Dear BBB,
  Thank you for reaching out to me to get clarification on my complaint with Ohio Mulch. I appreciate your assistance in resolving this situation.
  As you know, I had experienced delivery issues with Ohio Mulch. I worked with a manager at the store (Josh), who had told me I would be compensated for all my troubles with a discount on my mulch order, as well as free delivery.
  I am pleased that Ohio Mulch has reimbursed me for the delivery fee. However, I have not yet received a discount on my mulch order. In order to resolve and close this complaint, I am expecting a discount on my mulch order. I believe that a discount on my mulch order is a fair and reasonable way to compensate me for the inconvenience I experienced.
  
  Thank you for your time and attention to this matter.
  Sincerely* *****

  Business Response

  Date: 07/12/2023

  I am sorry for your frustration , our records show that your refunded delivery fee was validated on July 1st 2023 back to the Visa ending in ****.

  Customer Answer

  Date: 07/17/2023

  Thank you for reaching back out. I am pleased that Ohio Mulch has reimbursed me for the delivery fee on July 1st 2023. However, I have not yet received a discount on my mulch order. In order to resolve and close this complaint, I am expecting a discount on my mulch order. I believe that a discount on my mulch order is a fair and reasonable way to compensate me for the inconvenience I experienced.
  
  Thank you for your time and attention to this matter.
  Sincerely, ***** *****
  
  

• Initial Complaint

  Date:06/28/2023

  Type:Sales and Advertising 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.

  Dear Better Business Bureau, I am writing to you today to file a complaint against Ohio Mulch, located at **** ********* **., Columbus, OH 43224. On May 30th, 2023, I purchased 8 bags of #302 - Small Pine Bark Mulch (2 CF) from Ohio Mulch like I have for the last 18 years. When I brought the bags home, I noticed that the product in the bags was not the correct contents. The product was mostly sawdust and large (4-7") pieces, which is not the #302 product. The bag was also extremely heavy because of the dense, wet sawdust contents. I called the local Ohio Mulch store and voiced my concern and I was told that someone would be calling me back and no one did. So I emailed Corporate and they told me to call Ron F**** ###-###-#### to resolve our issue. I explained the problem to Ron, and he immediately acknowledged that the product was mislabeled. He told me that a new product was launched in South Carolina and somehow got mislabeled into the #302 packaging. He said that he would deliver 10 new bags of #302 - Small Pine Bark Mulch (2 CF) at no cost and would pick up the leftover mislabeled product that was in my driveway. I told him that we are in our 60’s and have difficulty moving heavy bags but would move them back to the driveway. The replacement delivery never came, and my husband and I have left five voice messages with Ron. He has not returned our calls or delivered on his commitment. My final voicemail to him explained that we were going to file a claim with the Better Business Bureau if this wasn't resolved. As of today, I have not received a follow-up call or the replacement product. I am very disappointed with the way that Ohio Mulch has handled this situation. I feel that I have been misled and taken advantage of as a consumer and senior. I am requesting your assistance in resolving this matter. I would like prompt delivery of the replacement mulch that was promised to me by Ron. Thank you for your time and consideration. Sincerely, **** *****

  Business Response

  Date: 06/30/2023

  Mr. ****** I truly am sorry for the frustration. I had sent one of my drivers to your house to pick up the mislabeled mulch and as you requested you went to our Riverside location and looked at the correct product and picked up the replacement product and some additional bags we provided to make up for the confusion. Thank You for your patience and we truly appreciate your business.

  Customer Answer

  Date: 07/01/2023

  I accept the business's response to resolve this complaint.  The business resolved the issue the same day the complaint was filed.  I want to thank the management team for the resolution. 
  Regards,
  ***** *****