Customer ReviewsforRiver Bend Nursery & Stone Company

I would not recommend buying anything from River Bend Nursery, Cheyenne, Wyoming. There is a reason they do not "guarantee" anything including their tree planting. Worse customer service I have ever experienced. It took three phone calls to reach their tree planting expert. Then I had to go into the store and speak with the owner. I would not have received a refund for the tree had I not gone in and tried to voice my concerns of the poor planting of the tree. The roots were showing! They did not refund the "tree planting fee"......If you enjoy throwing your money into the wind, this is the place for you. They are very happy to take your money-but no guarantees on plants/trees or service. I expect this tree will not make it through the year. Any decent reviews of this establishment must be from a relative or an employee. Buyer beware should be posted on this site.

On April 16, 2022, Rebecca W. purchased two deciduous trees from Riverbend Nursery. Prior to her purchase multiple staff members took time to listen and offer suggestions on types of trees to plant. At the time of Rebecca W’s purchase, our staff reviewed our planting criteria which states, “the planting area needs to be clear” and the planting price does not include moving or removing objects such as stumps, rocks or other obstructions. Rebecca W. disclosed that there was an existing tree stump and our staff advised her that the new tree would need to be planted appropriately 8’ to 10’ from any existing stump. Rebecca W. signed our disclosure invoice and went ahead with the purchase.

Following confirmation from line locates that no utilities affected the planting, Rebecca W. received a phone call to schedule planting for April 27, 2022. On the morning of April 27th, Rebecca W. received a confirmation call from our installer. When our installer arrived, Rebecca W. was not home; however, her husband, Allen W., confirmed the location of the plantings. Our installer successfully planted the tree in the back yard without incident.

When our installer was digging the hole for the tree in the front yard, he hit the stump (reported earlier at the time of purchase by Rebecca W.). Our installer recommended moving the location of the planting. The same recommendation was given by our staff at the time of purchase. Allen W. stated that even though there was an existing stump that this location was where they wanted the tree to be planted. We understood Rebecca W. and Allen W. to agree and communicate with one another about the location of the planting. Riverbend Nursery understood Rebecca W. was aware of the scheduled planting day. Riverbend Nursery understood that if she had concerns, she could have arranged to be there or be in communication with Allen W. while our installer was at the location. Our installer did inform Allen W. that planting the tree where the existing stump was would cause some tree roots to be partially exposed. Once Allen W. restated that’s where he wanted the tree planted our installer went ahead and completed the job. Allen W. stated that he would build bricks up around the tree to create a burm. Our installer discussed with Allen W. that Allen W. would have to add additional dirt to cover any exposed roots and Allen W. agreed. Our installer completed the planting as agreed with Allen W. Our installer confirmed with Allen W. that everything looked good and was to Allen W’s satisfaction before leaving.

On April 28th Rebecca W. called Riverbend Nursery stating that she was unhappy with how the tree was planted in the front yard, stating that it was “too high”. Riverbend Nursery spoke to our installer to verify how the planting went after receiving Rebecca W’s initial complaint. Riverbend Nursery and our installer attempted to call both Rebecca W. and Allen W. back regarding the initial complaint. Riverbend Nursery and our installer were only able to leave a message.

On April 30th Rebecca W. came into Riverbend Nursery and met with both the owner and the installer. Allen W. was not present at this meeting. Our installer reiterated that he followed Allen W’s instructions for the planting location. Rebecca W. requested the tree be moved to an alternate location. Riverbend Nursery informed Rebecca W. that this was not a viable solution because it would affect the sustainability of the tree. In effort to diffuse a hostile situation by Rebecca W. a refund for the tree, in the amount of $350 plus tax, was issued by Riverbend Nursery. The labor cost was not refunded because Riverbend Nursery understood that tree was planted as agreed.

Riverbend Nursery is a small family-owned business that has served customers since 1977. We take tremendous care and pride in meeting and exceeding our customer’s expectations. Riverbend Nursery specializes in living products, we strive to plant purchased items in a professional manner that will allow them to thrive. We are confident that our staff provided good customer service and followed our sales process. We are also confident that our installer did everything he could to meet the homeowners’ expectations. Riverbend Nursery will continue to serve our customers for nursery and landscaping needs.

I would like to be able to respond to alot of misinformation in this statement. I was never informed that the "old tree roots" would not be removed if there was a problem either at the "store" or when the planter was with my husband in the yard. We only spoke with "one staff member" at the store during the purchase and she was so "glad" to take our money. "No one" helped us pick out the trees or anything else. "I" never signed any "Disclosure Notice"- only the "receipt" for my card purchase- no conversation with staff or anyone else was done concerning the "old tree stump". I was never contacted once they were planting the tree for the option of paying "extra money" for the removal of roots or moving the tree to a different location. My husband was the contact person for the planting- so no calls were made to Rebecca W! My husband was also not advised that a "new location" for this tree was offered. I called the store and requested they contact "me". Instead they contacted my husband who told the "tree guy" to call "me". I called the "tree guy" again, and left my number and a message. Again, the "tree guy" called my husband. I called the "tree guy" again and actually got a hold of him. He said they could have removed the tree ball for an "extra fee"- but no one called me to offer that. Now to move the tree or lift the tree to remove the tree ball would kill it for sure per my discussion with the "tree guy". "I" have the option to build the soil around the present root ball into a berm/a small mountain! Or do as my husband suggested, put stone around the tree and fill in with dirt. Now I have a fire pit in my small front yard. Their statement is full of mis-information or lies. I only got a refund for this tree after going into the store to voice my displeasure of their shoddy work. "Buyer Beware" -this business should not be used by anyone.