Complaints

This profile includes complaints for Ohio Mulch's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Ohio Mulch has 24 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ohio Mulch

  1600 Universal Rd Columbus, OH 43207-1733

  
• 

  Ohio Mulch

  537 Reynoldsburg New Albany Rd Blacklick, OH 43004-8792

  
• 

  Ohio Mulch

  5380 Riverside Dr Columbus, OH 43220-1700

  
• 

  Ohio Mulch

  4480 Winchester Pike Columbus, OH 43232-5606

  
• 

  Ohio Mulch

  4710 Dues Dr West Chester, OH 45246-1011

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:06/21/2023

  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.

  I paid for clean construction sand to be delivered June 20th. The company was dishonest about the delivery. They should not have taken the order if they didn’t have a delivery driver. Come to find out there were no drivers available so a non driver tried to deliver but was not capable. On June 21st they delivered using the same yard worker (not driver). The delivery went well until the load was dumped and instead of the clean sand there was organic mulch on top and mixed in. Cross contamination. After speaking with Ron the manager who insisted we sift thru 1/2 cy of sand and remove unwanted debri I stated that was unacceptable. That I would like a refund and removal. He refused and stated he would be out to make it right but would not refund and remove the mess they delivered.

  Business Response

  Date: 06/21/2023

  ****** , I had found out this morning from my manager of the Lancaster location that he attempted to deliver the order of sand to the residence listed on the order **** ***** ******** ****** ********* **** last evening. The manager is well versed in all aspects of running his location including performing both bagged and bulk deliveries, Keenen, showed up to the residence to drop the the ordered product off and he was met at the driveway by a residence of the property who berated him about why it took so long for the delivery to arrive. He indicated that we do not guarantee the time of delivery do to the sheer amount of deliveries that populate into our system daily. The women continued to berate him ,so he agreed to return to the store with the delivery and send it to the location the next day. The following day the the manager sent his yard lead to make the delivery that was attempted the evening before . It is important to be clear that the person sent to perform the delivery has been trained and has successfully performed deliveries for us throughout the season coupled with the fact he had driven dump trucks and other heavy trucks for years prior. Ms. ****** ******, had called after the delivery was successfully performed and was very aggressive about the material having some contamination . I told her that from the pictures it look like a small amount of contamination was in the bed and became co mingled . I offered to replace any of the material that was affected , she had indicated that she and her relative was going to move the material soon and thought it would be to much effort to remove the contamination. I said ok I will be out first thing in the morning to asses the the level of contamination because the picture she had sent to me appeared minimal, I also added I would come up with a game plan that would be acceptable before I left our meeting. She agreed and I said I will see you in the morning. 
  

• Initial Complaint

  Date:06/16/2023

  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.

  June 16, 2023
  
  I purchased an Ohio Mulch gift card February 23, 2023 in the amount of $400 with the intent of using the gift card for our yearly mulch purchase in May.  My husband and I have used Ohio Mulch for at least 6 years and when we called in early May to have our mulch delivered, we were told we couldn’t receive our product until the first weekend in June.  This delivery schedule would not work for us therefore, we found a new supplier and were told we could receive a refund on the gift card we purchased.
  My husband made the first few calls to Ohio Mulch and was told to contact Kristiana at ************.  He called and left a message or two, no response.  I took over trying to reach someone and called the Delaware location on 5/19, spoke with Jesse and was told he would give my information to Toby, the auditor, Toby would call me back to process our refund.  Again, no response. 
  
  I called the Plain City store on 5/22 and left a message for Toby to call me back.  Never heard from him.  My husband then told me he had a phone number for Kristiana, he gave that to me.  
  
  5/25 I called Kristiana and left a voice mail.  No response.
  
  5/30 Kristiana FINALLY called me back, left a message and said she could get my delivery out that day.  I called her back, let her know we want a REFUND, we do not need the mulch any longer.  No response.
  
  6/1 I called Kristiana and spoke with her.  She said she understands the dilemma but does not have the authority to process a refund, I have to speak with Ron F**** at *************  She will call him and get this done but I can call him, too, if need be.  NO refund, no communication.
  
  6/6 I called Ron Frost.  Very apologetic, will have refund processed that day, sorry for the lack of communication, they had issues this year with their delivery software, etc.  FINE!! Just refund my money at this point!  Ron asked I send him the gift card number and my contact information via text.  I did so immediately.  NO REFUND.  NO COMMUNICATION.
  
  6/14 I texted Ron, reminding him we spoke on 6/6 and I have not heard from him nor received a refund.  He texted back and said he needed the order number (which I had provided on 6/6) and he would check on this.  I texted back, reminded him I already gave him that info, look at his text above.  Heard nothing.

  6/16 I texted Ron again this morning, have not heard back. 

  Business Response

  Date: 06/16/2023

  Mrs. ****, We truly appreciate your business and want to rectify your concern.  As I look at the order placed on May 19th 2023 6:41 pm the monies were credited back and an email sent to the email as listed on file. We value your business and apologize for your frustration.

  Business Response

  Date: 08/02/2023

  *****, see the gift card has the full amount still on the card .Ohio Mulch Gift Card (please select amount from list)
  $400.00
  **** ***********
  $400.00$320.00 × 1
  $320.00
  

  Customer Answer

  Date: 08/04/2023

  I am rejecting this response because: I am not requesting a gift card - I am requesting a REFUND!  Read my original complaint!  Ohio Mulch has NOT followed through and has been untruthful since I filed this complaint.  Someone was supposed to call me, never did.  Then they said they refunded me, never did.  Now this response is the full amount is on a gift card?   WHAT IS GOING ON HERE!  I want my money refunded to my original credit card immediately and I want proof of that refund via email and to the BBB.  

  This is the latest response - telling me the amount is on a gift card!!  This is ridiculous! 

  ****** see the gift card has the full amount still on the card .Ohio Mulch Gift Card (please select amount from list)
  $400.00
  **** ***********
  $400.00$320.00 × 1
  $320.00
  

  
  
  Regards,
  
  
  ***** ****

• Initial Complaint

  Date:06/07/2023

  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.

  I placed an order online with Ohio mulch. I ordered 200 bags of mulch to be delivered on Monday, May 29,. The mulch never came so I called and left a message late Monday. Early Tuesday morning about 7 AM I got a call from my neighbor stating there were two big skids of mulch at a section of their driveway and they wondered if it was mine. I checked and although it was two different types of mulch (45 bags of one type and 95 of another type) and a dozen bags of potting soil (not exactly my order) my assumption was it was mine. I called Ohio Mulch and let them know the delivery was at my neighbors (a sidenote I live on 3 acres as does my neighbor so our houses are not close). I asked them to please send someone out to move the skids and they said they would have someone out by the end of the day. The next morning the skids were still at my neighbors (they needed it moved) so I called Ohio mulch again and asked if they could please send someone out to move the mulch to my property? I had paid for delivery and I expected it to be delivered to my property. At this point I had talked several times with Crystal the secretary, Christiana district manager and Ron F**** the one responsible for deliveries. At this time I mentioned I expected my delivery fee to be refunded since I was now on the third day of waiting for it to be rectified. I now was told my delivery would be moved by noon that same day. Again by Thursday it was still not moved. I spoke to my neighbors and they needed it moved out of their driveway so I took the day off work so I could move the 200 bags of mulch one bag at a time. I called again and eventually they called me back after I threatened to call the tv station. My last conversation with Ron F**** was I expected to have my delivery fee reimbursed and an additional discount since I had to take the day off work to move the mulch myself. As of today Tuesday, June 6 I still have no reimbursement no resolution and now they won’t call me back.

  Business Response

  Date: 06/11/2023

  Ms. ******* I am sorry for the frustration with your delivery, there was confusion on the online order address and it was placed at what we believed was the correct address. I spoke to you and indicated because of the confusion we were willing to refund the delivery portion of your order. I will speak with our corporate office to follow through on the refund . Thank You for your patience and your business. 

  Customer Answer

  Date: 06/16/2023

  I am rejecting this response because: After three days of being promised they would send someone out to move the two skids of mulch from my neighbors property to mine and then they did not do so…I started asking for reimbursement.  Although the company said they would refund my delivery fee, it has been well over three weeks now and I have no refund. When I called to ask about it they say they will forward my number and message to Christiana (the manager) and they have also had me leave her a message on her machine but she does not return my calls. I also had to move by hand the two skids of mulch to my property (off my neighbors property) and I had to take the day off work to do so. I felt that I should be compensated for that as well. I was also shorted bags of mulch! I was supposed to receive 200 bags of mulch I received 49 bags of the 2 Cu ft. mulch and 95 bags of the 1 Cu ft mulch. I expected a refund for those bags I was shorted or I expected them to be delivered to me. I paid for 200 bags of mulch and that is not what I got.
  
  Regards,
  
  
  *** ******

  Business Response

  Date: 06/16/2023

  Ms. ****** , I do apologize for the frustration of the wrong delivery address and appreciate your patience. I verified that a refund credit was processed and is pending your banks submission of the funds back to the credit card utilized at time of purchase. We are sorry for the delay and truly appreciate your patience.

• Initial Complaint

  Date:06/03/2023

  Type:Product 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.

  We ordered 10 cubic yards of topsoil and 30 bags of Natural Black Diamond mulch from Ohio Mulch in Lancaster, which they delivered on April 18th. The description of the topsoil from the website says it is "40% soil, 30% compost, 20% aged leaf fines, and 10% sand." The topsoil was for a new flower bed and several low spots in our yard. We spread it all and planted grass seed on everything with the exception of the flower bed. We planted boxwoods in the flower bed and then dressed it with the mulch. After a month and a half now, we still cannot get any grass to grow despite watering daily on the "topsoil" that they delivered. I have uploaded two pictures one of the "topsoil" and the other of the mulch. As can easily be seen from the photos, it is all mulch. We have contacted the company several times and have been told someone will come out and look at it but no one has come. We are being told that the topsoil that we ordered is supposed to look like that. I have never experienced worse service from a company... They have told us that they will be coming right over and still no one has shown up. We would like the "topsoil" (which is actually mulch) to be replaced with actual topsoil and we would like a portion of our payment refunded to cover the cost of the wasted grass seed and the labor required to now remove the "topsoil" (that is actually mulch) and replace it with actual topsoil.

  Business Response

  Date: 06/11/2023

  Mr. ** ****** we are sorry for your confusion on the soil we delivered to your residence as we  looked at the soil delivered to the location on ******* **** ** the soil is the Growers Blend Soil that was ordered  by you and matches our ingredient pattern . As per our conversation on the phone we live in a clay based soil reign and the soil is nutrient deficient and must be amended in an effort to stimulate the growing quality necessary to maximize growing efforts. The soil was amended with the ingredients suggested by a respected laboratory that we have been selling in and around Ohio Communities for over 25 years .    

  Customer Answer

  Date: 06/16/2023

  There is no confusion on my part, only on the part of Ohio
  Mulch, as no soil has been delivered to my residence. Had you delivered soil to
  my residence, we would have no complaints. Neither you nor anyone else from
  Ohio Mulch has come to my residence to look at the product that was delivered
  despite promising to do so several times and then not showing up (if you had
  come we would have a video of your appearance). What you would have discovered
  if you came to inspect the product that you delivered is that the product looks
  nothing like the "#505-F - Topsoil" that we ordered (see picture
  labeled "website_topsoil.tif" for a picture of what the product is
  supposed to look like). Nor does it contain the appropriate "ingredient
  pattern" that is described on the website ("40% soil, 30% compost,
  20% aged leaf fines, 10% sand"). Instead it contains mostly mulched wood
  and some compost or leaf fines as can be seen in the picture of a sample of the
  product (see picture labeled "topsoil_sample.jpg"). Additionally, if
  it were a "Growers Blend Soil" then please explain why nothing will
  grow on it... As can be seen in a picture of one of the areas where the product
  was spread (see picture labeled "Topsoil_area.jpg"), none of the
  grass seed that we planted and watered every day for a month has grown. Instead
  the only vegetation is what grew through the product from beneath. The bottom
  line is that you delivered the wrong product to our home and you need to remedy
  this situation. If this is the product that you have been delivering as soil in
  the Columbus area for 25 years, I can't imagine you would still be in business
  

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

  
  

  Business Response

  Date: 06/21/2023

  I understand the frustration and have reviewed the soil concern with our Production Staff , we are willing as a goodwill gesture to refund the cost of the soil or bring you straight pulverized soil in an effort to rectify your frustration.

  Customer Answer

  Date: 06/23/2023

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

  We would like to accept the offer to deliver pulverized soil to our home. We would prefer to have it delivered in September, but if that is not possible then we will take it now. Please contact me to work out the details. Thank you for working with us to resolve this issue. I am glad we have been able to come to a satisfactory solution.

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

• Initial Complaint

  Date:06/02/2023

  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.

  Ordered $417.48 worth of mulch on 5/11/2023 for delivery on 5/26/2023. Despite contacting the business repeatedly mulch was never delivered and company refuses to refund my money.

  Customer Answer

  Date: 06/29/2023

  Description:
  Ordered mulch that was never delivered. After contacting the company several times they still haven’t
  delivered and refuse to refund the money or deliver mulch.
  

  Satisfactory Solution:
  

  Would like money refunded.
  

  Complaint No. 1031109

  Business Response

  Date: 07/07/2023

  Mr. *****, I am sorry for the confusion we acknowledged your concern and we delivered the product to your house and spoke to you . The direction we received from you was to secure the load and take it back which we apologized and conformed to your direction.  The refund chargeback was processed on June 29th 2023. If you should have any additional concerns please reach out to us . Thank You for your patience.

• Initial Complaint

  Date:05/25/2023

  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.

  We purchased 200 bags of mulch on May 13th 2023. We set the delivery date for May 25th 2023 and we’re told that delivery would not be an issue since we were scheduling in advance. We never received any confirmation for delivery yesterday and called the corporate office per email direction. They advised we were on the schedule for today from the Ohio Mulch Roberts Rd location and I should contact that location for further details. I called that location and was told we were on the schedule but delivery would be between 10am (time of call) and 10pm that evening. If something changed they would call us back. 5pm contacted that location again and was told that mulch was on the truck and we would have delivery by 10pm. Driver would call 20-40 minutes prior to delivery. As of 10pm no mulch, no call, no email….. nothing. Scheduled a vacation day for tomorrow to lay the mulch but looks to be wasted. I’ll start calling again in the morning at 7am when they open. Order *******  After this issue and reading the complaints about delivery, all with similar details, we will go back to *****! Guess if we would have paid an additional $30 for “guaranteed delivery” it would have arrived today. Also, don’t blame it on a staffing shortage as you should know your daily delivery capabilities, especially when scheduling nearly 2 weeks in advance!

  Business Response

  Date: 05/30/2023

    Mr. **********, We are truly sorry for the frustration with your delivery there were some delays in the delivery process do to an overwhelming amount of orders the week leading to the Holiday. The mulch was delivered and the product was beautiful. We truly appreciate your business and apologize for the inconvenience.

• Initial Complaint

  Date:05/23/2023

  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.

  I purchased mulch, seed and soil on 5/17/23 for $210.47 for a delivery date for 5/20. The order was not delivered on 5/20. I emailed Ohio Mulch and they said they would delivery later that night. The order did not come. I reached back out by email and did not receive a response. I called on Sunday to leave a message and did not receive a call back. I reached back out mid day on Monday. They said the order was on the truck and to be delivered later on Monday. The order was not delivered.

  Business Response

  Date: 05/30/2023

  Mr.  *********, I truly appreciate your business and feel comfortable that your delivery has been completed and I spoke to our office and the grass seed has been refunded do to an out of stock item. Please feel free to reach out to me Ron F**** at ###-###-#### if there are any additional questions or concerns.

  Customer Answer

  Date: 06/16/2023

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

• Initial Complaint

  Date:05/03/2023

  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.

  We had Ohio Mulch deliver a pallet of mulch on 4/18/2023. During that delivery, the driver attempted to back in our driveway and missed it. He backed into a large rock that marks the edge of the driveway and ran over our black 10 inch drain tile. The driveway has rock markers, on each side, to keep people out of the yard, the span is 30 feet across. After we discovered the mishap, that same day, *** called and spoke to Ron F****. He explained to Ron what happened and he said the driver should’ve unloaded on the street. He asked for pictures which I sent. After reviewing the pictures, he said he wanted to come out and look at the damage. Ron said he would be here the next day at 10:00am. No show, no call. Talked to him twice that same day, still no show. On 4/25/2023 *** called Ron Frost and he assured me he’d be out that day. No show, no call. 5/2/2023, spoke to Ron again and of course no show, no call. Due to the damage created by the delivery, we feel it is appropriate to credit us for the delivery cost so we can purchase dirt and grass seed to repair and an apology for all the inconveniences.

  Business Response

  Date: 05/04/2023

  Mr. ********, we are truly sorry for the issue that arose with the delivery process, I spoke to you on 2 different occasions and indicated someone would be out to assess the necessary action that would be needed to correct the grass area located on both sides of the driveway. I visited your property on ***** **** and saw the affected areas from the tight turn from the 2 lane ***** **** entrance. I have spoken to my manager Jesse at the Delaware store and he is sending out his staff this week to apply dirt and seed and straw in an effort to restore it to the original condition.

   

  We truly appreciate your business and apologize for the inconvenience.  

• Initial Complaint

  Date:05/03/2023

  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.

  My wife and I saw Ohio Mulch firewood display at the Home & Garden show latter part of Feb. The firewood was in a metal crate approx 4 x 4 x 4 feet, with nice, standard length, well proportioned hardwood logs. The salesman told us about a Show Special: buy a gift card, you you can use it with a $50 coupon for discounted delivery beginning of March. We bought firewood package for $108 and called the Blacklick Ohio Mulch store early March. They said there was no "Special" and they never have anything like that, and told us to call Corporate. When we called there, they said we need to talk to Ron F****, Director of Sales. We had a terrible time reaching Ron and called approx. 4x because he didn't call back. When we finally connected, he too was unaware of the "Special" but said he would honor what we had been sold. Firewood was delivered on 3/10 but I didn't look at it until I began moving and stacking on 3/12. I quickly saw wood was inferior quality - many pieces were short, splintered, irregular shapes unlike logs, etc. On Monday before I could call to complain, a truck drove up to deliver firewood. The delivery guy didn't know about Friday delivery and said the new wood should be better. I accepted delivery and he took old. When I began unpacking crate on 3/15, I saw some of the logs on top looked OK, but soon saw the second load was different, but no better, than 1st load & even had railroad ties with creosote stains! I have tried since 3/15/23 to have Ohio Mulch pick up their firewood and credit my account $108. Jim W****, Owner has been totally non responsive to multiple emails, phone calls, messages left with receptionist, etc. I decided to go to Jim's location 4/28 with 3 pieces of wood and finally reached him! He claimed he never saw the emails or got any messages from me or my wife. He refused to take the firewood back and refund the $108. His reasons for refusing are 1) he maintains firewood is fine and 2) Dispute I filed with ***** after no response.

  Business Response

  Date: 05/03/2023

  Mr. *****, I am sorry for the confusion with the firewood you had purchased from the garden show earlier this year. The firewood was sold as a fraction of a cord as denoted in the measurements that were depicted in your complaint. The original order was delivered and after a few weeks you had called and complained of the size of the material in the crate, we listened to your concern and I delivered a new crate of wood to your home the next day. I personally met with you and you looked at the product and said this looks great and even started to unload the product into your wood rack located on the side of your garage,. Several weeks later our office received a call that the wood was not acceptable and that you had disputed the purchase with your credit card company . I then made it very clear that since you had disputed the transaction we must wait until your bank made the decision to reaffirm the transaction or refute the payment. During the next few weeks you called our office and a few of our retail locations looking for someone to refund you even though you had disputed the transaction and indicated they had also refunded your credit card in the amount of the transaction. We then stated that we were not able to provide any decision pertaining to the second delivery of firewood until we were notified by your bank on there decision.

  Finally , on April 29th 2023 you drove to our Corporate office on a mission to speak to Mr. W**** about reimbursement for the wood that you had claimed earlier in a conversation with me that they had credited you back the amount of the original purchase. Mr. *****, we truly value your business we have tried to go beyond the scope of great customer service by delivering 2 separate totes of wood which you acknowledged to be acceptable both times at delivery, however since the dispute has been initiated by you to your credit card company we are truly limited to our options to navigate through your concern.

   

   

  Customer Answer

  Date: 05/20/2023

  It is full of lies.  I never said anything about the volume or quantity of firewood - neither in my communications to Ohio Mulch (see letter to owner sent 4/1/23 included with my complaint) or in my complaint to the BBB.  My complaint was about the quality.  Also, as you can see from my 4/1 letter, Ohio Mulch brought second tote of wood by mistake, as they did not realize they had brought the first crate.  Third, as far as me acknowledging "the wood was acceptable both times at delivery", that too is untrue.  There was no acknowlegement the first time, and the second time, I did say it looked better.  However, as I stated in my letter of 4/1, I only looked at top layer of wood upon second delivery, due to extreme cold and windy conditions.  When I looked at it closer, I saw it was very poor quality, just like the first.  Also, I sent several emails, left numerous voice mails, and also asked receptionist to leave messages on owners desk at least 2 times.  I never received a call back which is why I had to physically go to Ohio Mulch office.  Lastly, I offered multiple times (to Ron Frost and to Jim W****) to cancel dispute so they could proceed with return.  They refused.  Instead, Mr. W**** got his attorney involved who falsely accused me of causing a disruption and told us if we brought the wood back, they would pick up the empty crate, or else they would pick up the crate with wood for $50.  This is hardly the great service they talked about in their response to my BBB complaint.

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

• Initial Complaint

  Date:08/16/2022

  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.

  I ordered 6 yards of topsoil to regrade around my house. They delivered pulverized mulch, not topsoil.
  
  I brought a bucket of their mulch and a bucket of topsoil from a different company that I ordered one week before to the Lewis center location to show the employees. They disclosed that this is not the first time this complaint has been made. They also stated that "nothing can be done from the store end" and that I need to contact "Ron F**** at ###-###-####" to handle the dispute. I called him twice that day, left two messages without response.
  
  The next morning I called again. Ron answered. I explained the situation about how I received pulverized mulch instead of topsoil. He responded for several minutes explaining how their lab "designed a product to balance out the clay-based soil of ohio" and that "this is our topsoil blend which you purchased, so I cant do anything about that."
  
  I have never seen topsoil like this. Smells like mulch, looks like mulch, non-compactable, no dirt present anywhere.
  
  I requested that his company retrieve the product as I had no use for it. He stated "I cannot do that, it requires too many machines." I offered to shovel it into a truck if he brought one. He refused.
  
  I then requested a refund, to which he responded, "let me call the store to find out more about your order and I will give you a call back."
  
  I never received a call. He actually ignored multiple calls.
  
  Better yet- on the official Ohio Mulch website they clearly state "For any bulk or non-bulk delivery purchase, Customer is entitled to return its purchase and is entitled to a refund; provided, however, Ohio Mulch may, at Ohio Mulch’s sole and complete discretion, charge any fees (e.g., delivery fees) associated with such deliver and return and deduct such amounts from the amount refunded." See attached screenshot.
  
  Therefore, Mr. F**** was wrong in stating that he cannot refund or pickup the product he delivered, based on the policy.

  Business Response

  Date: 08/18/2022

  Mr. ********, you and I have spoken in detail on a couple of accessions about your purchase of topsoil that was delivered to your residence as depicted on your original order . Per our conversation you ordered our soil which is a growers blend , this necessary do to the geographic location in which we live our ground soil is clay based and is nutrient deficient therefore all of our locations only sell amended soil that prompts a quality growth base for planted or seeded areas. The soil is on display in all locations coupled with our online ordering system and web site clearly describing  the ingredients of the soil which is pulverized soil and organic wood matter and sand . We have sold this product for many years . This product was purchased by you and we delivered the product you ordered to your home. I explained I would help you by picking up the soil but you indicated you wanted us to pick it up and you wanted a full refund and you would buy elsewhere. I explained that this would not be fair we did nothing wrong but deliver a high quality soil to your home as ordered by you. I will work with you however there will be a fee.. We truly appreciate your business and apologize for the frustration .

  Customer Answer

  Date: 08/20/2022

  Mr. F****, it is nice to finally get a response from you.
  
  If you had in fact offered to pick up the soil, this conversation would be over. In the phone conversation we did have, I offered 3 times to shovel the material for free into one of your company trucks if you would provide one. I told you I just wanted it out of my driveway and that I would help you take it back for free, no refund requested. When you stated that you could not do that, I then asked for a refund. You then told me you would call me back with information about a refund. I never received a call. You made no efforts to make this right. It wasn't until I contacted BBB that you responded, which is this reply of yours (still waiting on a call by the way).
  
  When I asked if you could pick it up, you instead offered to deliver clay that I could mix in with the mulch. I told you I could not do that based on my needs and purpose for the original purchase, for which your product is not suited. You repeatedly told me that you could not retrieve your product because "you ordered it and we delivered what you ordered."
  
  The product I believed I was ordering was a blend of top soil described on your website as a screened, 40% soil product with mixed ratios of compost, leaves, and sand. The product you provided me with is distinctly mulch. It does not match, in any capacity, the description your website provides for the product I believed I was purchasing.
  
  Because of this as well as your decision to withhold product refund and return from me, I have experienced undue stress and labor in trying to personally remove 6 cubic yards of mulch from my driveway with my 20 week pregnant wife over the last week.
  
  The personal frustration and stress of dealing with this issue has moved me to contact the BBB with the hope that, somehow, you might be persuaded to change your business practices and prevent this from happening to future individuals who decide to buy from you.
  

  The inconsistent runaround and dishonest business practices I have experienced with this company, and you, in particular, have led me to decide never to give you my business again. 
  
  
  
  Regards,
  
  
  
  ***** ********