2 Customer Reviews
Review from Jennifer C
1 star05/22/2023
I normally do not post or complain about my experience with businesses. But in short we spent a lot with The Green Thumb on the island. And recently went back to have plants replaced that we lost in the freeze. There was an extreme lack of communication in correct plants, and most of all scheduling. Which cost ** a lot of time and phone calls. One of the owners ***** did reach out finally, but ultimately showed a extreme lack of caring, and took no responsibility for all the miscommunication with everything, finally hanging up on me at the end of the conversation.We used Green Thumb for our landscaping, irrigation and used to love the company, but we will not be using them again. I personally was in the customer service industry for 28 yrs and when you make not one but several mistakes, you take responsibility and correct the situation.
The Green Thumb Response
05/23/2023
This customer is upset that we did not give her a discount for the services provided. She reported that there were communication problems within our company for which we apologized even though we were not in agreement with her claim. After the apology she said she should be given a discount and when that was not given she started screaming and yelling to point where the conversation had to end.Customer Response
05/23/2023
After talking to many neighbors, The Green Thumb has had many complaints. As far as their response to my comments. All the problems we encountered in the eyes of ***** one of the owners were due to our actions. Never did I yell at her, but she did in fact hang up on me. Yes, if it was my company after a loss our original plant order, several miscommunications, as well as ** waiting 3 hrs for them to arrive, not receiving a phone call until, 1:00, from someone who stated he was never told what time the appointment was. We had to call several times to get things corrected, and go back to their business to pick out new plants. I would. do something for the customer. If she felt this was not something the company should do rather than yelling oh I see where this is going and hanging up, she could have simply said she did feel her company should do anything. Coming from the service industry for 28 yrs, I would have handled things differently. We do not complain very often but when a company makes multiple complaints they especially to a long time customer they should accept responsibility and do something to correct the situation.Review from C. M. S
1 star02/02/2022
2 unacceptable experiences for me. I selected a garden pot but it was not available in the size I wanted. ******* was going to call the other location and let me know if they had it. 4 days later, I called them, and it was not available. Interestingly, the same pot was available at Bruno's ************ right down the street, at a price that was 40% less. Also, the competitor was willing to deliver it to me for free, and Green Thumb was going to charge me $35 for delivery.My 2nd experience was purchasing an item from the gift shop. It was on sale, but when I got it home, I discovered that it was defective. I brought it back, and was told to expect a phone call, which never came. I followed up 3 times, and was told that "all sales of discounted items are final" and they offered NO solution, except that maybe I could try to contact the manufacturer to see if they could do something. OR, I could try to find someone who would be able to repair it. REALLY? Find another landscaping company. This one is overpriced with bad customer service.The Green Thumb Response
02/03/2022
Thank you for your feedback we really appreciate learning of your experience with The Green Thumb. The follow up on the flower pot should have been immediate and we will certainly address this with the staff. However, we cannot speak to the prices of our competitors and would not consider it to be bad service to have difference prices on merchandise and delivery.Since you were not communicated with properly the regarding the 1/2 price merchandise sales being final I would be glad to give you a refund. It is not unusual for marked down Christmas Merchandise to be final sale, but the customer should know that up front. Please accept our apologies for your experience with our company and we will learn from your feedback and strive to do a better job going forward.
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