Complaints

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

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Oakland Nursery, Inc. has 4 locations, listed below.

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  Oakland Nursery, Inc.

  1156 Oakland Park Ave Columbus, OH 43224-3317

  
• 

  Oakland Nursery, Inc.

  25 Kilbourne Rd Delaware, OH 43015-9334

  
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  Oakland Nursery, Inc.

  4261 W Dublin Granville Rd Dublin, OH 43017-1440

  
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  Oakland Nursery, Inc.

  5211 Johnstown Rd New Albany, OH 43054-9518

  

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:06/22/2025

  Type:Customer Service 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.

  Oakland Nursey redid my landscaping in June 2024. As part of the contract, they are to replace any plants that did not survive within one year. I have been trying to get in touch with them for a month and no one will return my calls or emails. I am simply requesting they uphold the contract.

  

  Business Response

  Date: 06/23/2025

  Thank you for letting us know. The designer is in communication with the client and are currently working on a resolution.

  Customer Answer

  Date: 06/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23502940
  
  I am rejecting this response because: 
  
  Regards,
  
  ******** *******

  Customer Answer

  Date: 07/06/2025

  I am not accepting the companys response. I received a single email on 6/23 from the designer who said my plants were not covered under the warranty, but they could still replace them. I responded on 6/24 asking for clarity on the warranty reminding him he told me they would replace anything within 1 year. He has not responded, again, and it has been almost 2 weeks. This has been the biggest issue. He will not respond via email and when I call, no one answers and will not respond to voicemails. I work in marketing for a Fortune 500 company. This is terrible customer service. 

  Customer Answer

  Date: 07/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23502940
  
  I am rejecting this response because: 

  I received a single email on 6/23 from the designer who said my plants were not covered under the warranty, but they could still replace them. I responded on 6/24 asking for clarity on the warranty reminding him he told me they would replace anything within 1 year. He has not responded, again, and it has been almost 2 weeks. This has been the biggest issue. He will not respond via email and when I call, no one answers and will not respond to voicemails. This is horrific customer service  

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

  

  Business Response

  Date: 07/09/2025

  I have attached the signed contract with Oakland's warranty.  Under the "Plant Material" section, it states that only trees and shrubs are covered by the warranty.  Perennials are not warrantied due to the many factors that can contribute to their lack of success.  With that in mind, *******/Oakland Nursery has offered to replace the perennials at no charge as a sign of good will. ******* did acknowledge that he failed to respond in a timely manner to the emails, but believes he did leave a phone message with the client at some point stating that replacements happen as time and availability allows.  At this point, ******* has been told by our grower that the perennials in question are in production and will be released shortly. While we realized that our communication was not up to our standards, we are willing to provide a replacement for the perennials as soon as they are available.

  Customer Answer

  Date: 07/10/2025

  I will accept response; however, the warranty states it does not apply to non hardy materials as outlined in the proposal. This level of detail was not outlined in the proposal nor is the definition of non-hardy given in the agreement. It is not explicit in the agreement at all that it only applies to trees and shrubs. 
  

  Also, I received no voicemails from ******* after I left 3 voicemails myself with the design line and numerous emails. 
  

  I appreciate the business clarifying the warranty and acknowledging the poor customer service. There is certainly opportunity to be more clear in what the warranty applies to and to be more responsive to customers especially when thousands of dollars were spent on the goods and services.  

• Initial Complaint

  Date:05/04/2024

  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 am very disappointed in their so called one year tree guarantee! I bought 19 trees from their Delaware location last year, half the trees died. I called and was told to get a refund I had to dig the dead trees up and bring them in, one of the trees is 7ft tall, the person on the phone said cut it in half so it would fit in the car! This is ridiculous, all they have to do is send someone out to look at the trees, instead of making it difficult for their customers. I am a 75 year old veteran with health problem. Also, I paid to have them planted, what happens to that money. We have shopped at Oakland Nursery since moving to Columbus 16 years ago, if this policy holds, never again!

  

  Business Response

  Date: 05/22/2024

  Oakland Nursery recently met the homeowner at his residence to inspect the dead trees. We will be replacing them for him as soon as he comes into the store to pick out the material he wants.

  Thanks,

  Mark R*****

  VP Oakland Nurseries

• Initial Complaint

  Date:05/11/2023

  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 placed an online order close to $464.90 at Oakland Nursery, New Albany on Sunday, May 7th at 8am. I am a long time, loyal customer, spending thousands of dollars to landscape my newly built home over the last five years. The order was never fulfilled that day, so I followed-up and spoke to ***** on Monday, May 8th at 10am. She advised that the plants were not onsite and had to be ordered. She never proactively reached out to me advising the above, but I had to search out the answer myself. I was told the truck may be in Wednesday but never received an update. Thursday, my landscaper showed up to plant un-expectantly so I sent him to a local nursery to purchase alternated plants for me since he had to complete the job that day. I called Oakland and requested to have my order cancelled since it was not fulfilled in a timely manner and lack of communication about the plants NOT being in stock. I was transferred back to *****, I explained the above. She abruptly yelled, I guess we will cancel them then and slammed the phone down, hanging up. They FAILED to refund the money, which I have disputed with my credit card company.
  
  When this occurred, I had just left the vet and had to remorsefully say goodbye to my 16-year old cat, which was very traumatic. Her actions are completely unjustifiable and given my personal situation and what I was going through at that moment completely unprofessional. I called back and spoke to a woman name *****. She was kind and I explained the above. She advised that ***** was the manager of the local store and I need to escalate my issue to John, the district manager. He never returned my call, nor did anyone ever cancel my order- refund my money. I simply had an order that wasn't fulfilled, nobody called proactively to tell me why, then the store manager yelled at me and hung up the phone. Her actions are very unsettling and her being a manager should understand the importance of customer service, very UNPROFESSIONAL.

  

  Business Response

  Date: 05/24/2023

  To Whom It May Concern, 

  Oakland Nursery New Albany acknowledges that the employee involved in this situation acted in an unprofessional manner and wishes to offer our most sincere apology for this interaction. Oakland ownership has spoken to the manager in question, made her aware of the official complaint, and directed her in how to better handle customer service issues in the middle of our stressful busy season. Sorry again....

  **** ******

  VP Oakland Nurseries