ComplaintsforMulch and Stone

• Initial Complaint

  12/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I found Mulch and Stone online and they had 1.2k ****** reviews at 4.8 stars. I called them and 12/2/2022 Friday at  1007am and placed an order for 2 tons of 21A stone for $243.09. I paid via credit card over the phone and received a email receipt. I was told the driver had 2 delivers in Alexandria and would be delivering to me after around 2:15pm. At 2:00 I called to let them know to dump the gravel on the blue tarp I had laid on my concrete driveway. The lady on the phone said no problem, the driver just picked up the stone from the quarry. He never arrived. Saturday 12/3 I called as soon as they opened (0700) and after a while finally spoke to someone. She said the truck had broken down and they were installing the part. She said it would be delivered that day. I said fine. That works. Please let me know a window and she said she would call me back. She never did. I called several more times and left several voice mails. No one ever answered. I sent a ******** message to the business and two emails. Never received a response. Driver never showed up. Now my project will be delayed days and the wood that is waiting to be installed above the gravel could warp and I could be out thousands of dollars. I will use a different company to get gravel. I want a refund. I do not want any products from this company. I emailed and left a voicemail to cancel my order. No response.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered: 4/27/22, delivered 5/5/22. Ordered the one to three inch gray, black and red stones to match the colors of the current landscaping. When it was delivered we received a light tan color rock. Called Mulch and Stone and spoke with Ashley. Ashley stated the lighter color was because of stone 'dust.' She initially asked for pictures of the rocks when they were delivered and for me to wash them and take a second picture. I washed the stones, let them dry and there was very little difference in color. We had very heavy rains for three days and I thought I would wait to see what they looked like after all the rain. Again, very little difference in color, still light tan. I sent the two pictures Ashley requested, one from delivery and the second one after washing and 3 days of heavy rain. Called Ashley back and explained that the rocks were still a light tan color. Her answer was this is river rock and we can't control what color it is. I asked her to look at my invoice/receipt and confirm the order with what is listed on the website. The invoice was confirmed to the darker color of rocks, one to three inch. I asked if they could pick up the light tan color rocks and deliver the correct color. Again, she said that it is river rock and they are not responsible and can not assure what color the rocks will be. I then asked why Mulch & Stone advertises a darker color rock for purchasing on the website. She again said that they cannot guarantee any coloring of the river rock. What a waste of almost $800. I would never order from this company again, for two reasons: first, they do not deliver what they promised and second, the total lack of customer support. The first reason is self explanatory the deceiving practice of the online marketing a color that is non-existent. The second was there was no resolution even offered to correct the mistake. Only take what you got.... Terrible company to work with all around. Never order from them. 

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