Hi Folks-
Ever have one of those customer service experiences that is so bad you just have to find a way to do something about it? Here is mine:
Chelsea Garden Center Red Hook:
Avoid this place at all costs. The longer story is below but the bottom line is that the staff and owner's approach to customer service can only be described as inept and indifferent.
For Mother's Day, I wanted to plant a lilac bush for my wife. I call Chelsea Garden Center a month before to see if they had any in stock. Rose, the manager told me it wouldn't be a problem but if I really wanted to make sure they would have one in stock I should call 10 days before and I could reserve one. I called again 10 days before and could not reach Rose. I left 4 messages for her over three days and never heard back. Every time I called, they would tell me she was with a customer and they'd have her call me as soon as she was done. Finally, I just started dealing with the woman who answered the phone, Gina. She told me she had one of the trees I wanted in stock. I asked her if I could reserve it and pick it up on Mother's Day morning. She said sure and took my credit card number.
When I showed up to pick it up, she told me she didn't have one in stock. I said, but you already charged my credit card for it --how could you then sell it to some else? She said, well, I can order you another one. I asked to speak to the owner, David. I told him that I just wanted him to know what it had been like to deal with his business (I run a business and I would want people to tell me if their experiences had been like this one). I tried to tell him about the lack of call backs and about them selling my tree even after I had paid for it. He was COMPLETELY indifferent. He did not once apologize. All he did was make excuses and took no responsibility. He said people take the sold tags off merchandise and he "couldn't be responsible for that." All I was looking for was "Gee, sorry. That is very frustrating and shouldn't happen. Can I order you one and deliver it to make it up to you?"
I then asked for my money back and he sent me inside to get it. When I asked the clerk for it, she said, "I don't do that." When I asked her name so that I could include it my report to my credit card company when I disputed the charge, she started yelling at me and told me "I can get aggressive too." I eventually found a manager who did refund my money but I can truly say that their customer service sucks and having talked to the owner, it starts at the very top.
If you can avoid doing business with them, please do. If you choose to do business with them, DEFINITELY done trust what they say and be VERY wary of giving them payment without the merchandise in hand.
Max
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