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Businiess name:
Paulino Gardens
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Review by:
citysearch c.
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Review content:
I am very disappointed with the customer service with Paulino Gardens. They sold me a tree with no leaves this spring (May, 13), and assured me that it was a good tree that would bloom. It never did. \r
After a few weeks I called to discuss and they said it just takes time. By mid-June they agreed that they sold me a dead tree. Turns out it was last year’s tree and it didn’t overwinter very well in the container. I paid full price for the tree.\r
They would not refund me for the dead tree they sold me, but after some debate did reluctantly agreed to replace the tree. After being informed that I would have to pay to have to tree delivered again I called to speak to the Manager, Liz. I held for between 10 and 15 minutes but she did not come to the phone, even though I was told she was there. I asked for a call back and did not receive a phone call back. She is the person that had made the decision to not give a credit for the delivery price for the dead tree that had delivered. They wouldn’t even give me a discount on the second delivery! This is pretty terrible, especially in the view that I paid to have the tree professionally planted, and had to pay for that a second time as well. After 3 trips to the store I never did get to speak with Liz, but was able to talk to the General Manager (John) of Paulino Gardens! I explained my story and said what I desired was a discount on the delivery of the tree. I had receipts in hand showing I’d already spent thousands of dollars this spring and was a good customer. He listened patiently apologized for the poor service, then charged me full price for delivery and no credit for the original delivery fee of the dead tree. I couldn’t believe it! \r
Then, to top it all off… the price of the had tree increased since the original purchase… and I had to pay the difference!\r
Customer service at its finest. \r
I would highly recommend Echter’s Gardens as an alternative to Paulino Gardens.\r
When I went to the Better Business Bureau website to file a complaint I wasn’t surprised to see that Paulino Gardens is a “D” rated business. Hopefully they will be” F” rated for this type of service. I’ve shopped there for years but I just can’t justify spending another dime there after the way I was treated. \r
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