ComplaintsforHinsdale Nurseries, Inc.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9/21/24 $433 for tree - $500 for installation - Total $933 *************** gave wrong tree to Landscaper. ******************* employee wrote down wrong name of tree despite the correct tree being tagged properly with ******************* name. When *********** employees arrived to pick up tree, the ******* employees ignored the proper tagging and went off of what was written down by rude nursery office employee and loaded wrong tree on trailer. ******* refused to take responsibility of office employee making mistake of writing down wrong name of tree and yard employees not following procedures by looking for tree that was properly tagged. Customer is now left with wrong tree planted in front of their house. The total amount above does not include all of time and inconvenience caused by the ******* employees negligence.

  Business response

  10/10/2024

  We have no record of ever selling a tree to ****** ****. Looking at the picture ****** **** attached, the purchase was made through their landscaper. We are not responsible for their Landscaper purchasing the wrong type or not picking up the correct tree.  The wholesaler/landscaper needs to tag the tree and then immediately place the order for the tagged tree they also need to notify us that the tree was tagged.  Most of our customers do not tag their items. In addition, some of the plant material in our yard is already sold. It is imperative that the landscaper tells us the correct tree that was tagged. Attached is our policy that we send to all of our wholesale customers at the beginning of every year.  We also hand them out throughout the year as a reminder.  It is up to the landscaper to ensure that the proper tree was loaded in their vehicle.
  
  In this case, the landscaper came in and told of us of the mistake and we tried to work with them.  They refused any type of assistance.  Our contract is with the landscaper in this situation and not the end user. ****** **** is looking for refund. She should seek the refund from the company she paid for the tree.

  Customer response

  10/15/2024

   
  Complaint: 22325584
  
  I am rejecting this response because:

  On Friday 9/20 we visited Hinsdale Nurseries,Inc. located in ************** to pick out two Maple trees. We spoke with a sales *** regarding the Maple trees and decided which ones we were going to purchase. We told him we would call our Landscaper to pick up the trees. About 15 minutes later, our landscaper arrived to purchase the trees on our behalf.When our Landscaper went into the office the woman named ******* was very rude and unprofessional. She wasn't interested in helping them out and was reluctant on answering any questions. The landscaper asked her if she can walk out with him to the yard so she knew what trees were being purchased. She refused to listen and was dismissive. The landscaper asked two more times and told her he wanted to confirm she knew what tree he was purchasing. She raised her voice and said she was very busy and didn't have to look at the tree as she already knew which ones he wanted. She gave him two tags and instructed him to tag the trees. The landscaper wrote the name of his company "**************"on the tags and proceeded to tag both trees and let the woman know he would return the following day for the trees. 
  
  On Saturday 9/21 early morning the landscaper's employee arrived to the Nursery. The trees were loaded on our landscaper's trailer by the Nursery employees. Our landscaper installed both trees in our home. We were not home and did not see the one tree until Sunday 9/22 and realized it was the wrong tree.  When we looked further we noticed the tree did not have the tag that our Landscaper added with his company name the day before. In addition we had taken photos of the correct tree the day before and compared it to what was now planted in our front yard and was not the same tree we purchased. As you can imagine this was quite shocking and disappointing to know there were no checks and balance at the Nursery to confirm they were tying / loading the correct trees. How does this happen?
  
  On Monday 9/23 we visited the Nursery to complain about the mishap and we were pretty much told it was not their problem. Despite the rude woman writing down the incorrect name of the tree,not wanting to go to the yard to confirm which tree was being purchased,instructing the landscaper to tag the trees with their company name yet none of that was verified before the trees were tied and loaded on the trailer. After making several attempts of trying to come to a resolution, we were pretty much told it was not their problem and refuse to help us out. We asked to speak to a manager and we were told he was out until October 8th. They said we would need to call back they were not going to give us the managers phone number. We insisted this was obviously human error on their part starting with the rude sales woman that wrote down the wrong name followed by employees who ignored the landscapers RED tags that were provided by the rude woman. They refused to take responsibility did not care to escalate our complaint in any way. They slapped us with a 25% discount offer and told us to have a good day.
  
  We are now stuck with a large tree on our front lawn that we did NOT order and all because they refuse to take accountability for their lack of customer service. I am not surprised by the response received as this was no different than what they communicated in person except the woman that initially communicated this was extremely rude and unprofessional. Hinsdale Nurseries is simply wiping their hands on this one and conveniently sticking to the fact that my husband and I are not the customers despite us working through our landscaper. We have heard they are known for making mistakes like this and not taking ownership. 

  
  
  Sincerely,
  

  
  ****** ****

  Business response

  10/16/2024

  It appears that ****** **** tagged a 5.0" ***** Maple that was not available for sale - it was already sold.  Their Landscaper came in and ordered a 4 Sun Valley Red Maple and 5 ************************* It is up to their Landscaper to order the right tree.  We would not have sold the tagged tree to their Landscaper as it was already sold.  This was explained in detail to the Landscaper, who is our customer. Again, we send out notices to the Landscapers telling them that we are not responsible for helping their customers to tag trees. We cannot help their customers because we have no knowledge of the proposed site, install price, etc.  ****** **** paid the landscaper not Hinsdale Nurseries. The refund should come from the landscaper.  Again, we offered to work with the Landscaper and we were refused.

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