On Jun 9, 2010, Horseshoe Efland, NC (Zone 7a) wrote:
Posted on April 27, 2006, updated June 9, 2010
Well...I hate to be a wet blanket, being the first to post a negative comment but I'm afraid I can only offer my experience w/this company, and it certainly wasn't positive. I wish I could post a "neutral" but then I'd have to be one of those that simply accepts poor service, shrugs their shoulders and walks away.
For a company that posts they will "ship within 24-48 hrs" of placing an order I still wonder why it took 13 (business) days to receive mine. The reason I ordered from this company was due to their advertised one-day turn-around for the item I ordered (adhesive-back labels).
As for customer service, very poor. No one responded to my emails (2 of them)when I requested the order status. When I called them, twice, I was told (the first call) that someone would call me right back, however after waiting two days I ended up calling them again. The second call I spoke to someone who said their printer has been "out sick" the past few days. When I mentioned that the past few days should not have any bearing on my order that was placed 9 days earlier I was gruffly told "we can give you your money back!". I mentioned that I'd prefer to have the product and lets just wait a few more days.
Finally, my ordered arrived 16 days after I placed my order. (What is even more disturbing is that when I first placed my order I rec'd an email confirming my order and was emailed a link to track my order. When I checked the link there was no tracking information available and, as of this writing, still nothing to show my order is 'in progress', 'in transit' or 'completed'.
Very poor customer service; very long wait for a one-day turnaround order. However, on a good note, the item ordered is acceptable, not great, but acceptable.
I had really hoped to do more business w/this company in the future but at this time have my doubts about that. Perhaps at some point in time they will run more smoothly.
On June 9th, 2010, Horseshoe added the following:
Oh well, for some reason I decided to give B&T Grower Supply a second chance. I regret that decision.
I placed an order for more labels in early March, four weeks later I tried to check online status of the order, nothing. I called and spoke with someone who said "oh, we don't carry that item anymore". Sheesh, what courtesy, eh?
I asked him what other items would be similar and was told to go online and pick one, which I did, sent in the order via email and also called them to double-check they rec'd the order, have the items, and it "won't take long to get this order out".
Today, June 9th, 2010, 3 months after placing the order I haven't rec'd it, no emails, no phone calls, nada.
I ordered and paid for 200 two gallon pots. I received 100 and waited two weeks before calling on the other 100. I talked to several people and promised call backs were not made. I finally made a paypal complaint and received 80 more pots. My complaint was closed by paypal because the seller provided tracking numbers. I am still short 20 pots. I will never do business again with these people.
Posted on March 3, 2010, updated March 4, 2010
I ordered 25 16" Co-Co lined hanging baskets from them knowing that I needed 24 for a class and ordered the 25th so I could get the case price on the item. I received order confirmation for the 25 pots and thought all was fine. When I received my order there were only 14 pots and the email with the tracking information indicated that my order was now complete. When I called to clear up the situation I was told that they must have only had 14 pots so that is what I got. If I wanted the rest I would have to reorder the "missing" pots. Of course I now don't need an additional 25 pots and have to pay over $2 per pot more since I am not ordering a case of them. At no point was I informed that my order was changed or given the chance to try to get the item from some other supplier, they just changed the quantity and felt that it was an acceptable way to run a business. If they did not have the remaining 11 to ship me on Thursday why should I believe they will have them 4 days later. VERY unhappy with the attitude that "well, we will just take them back then", what good does that do at this point. Will definitely be avoiding this company with all of our University's business in the future.
On March 4th, 2010, warrennj added the following:
The idea that they tried to reach out to us is ridiculous! This is a University, with ALL telephone extensions having voice mail and there is such a thing as email. And yes, it is too late, and yes, I did hang up after being told "well we will take them back and you can try to find them from someone else". The attitude of the people in customer service is poor at best and it is funny that they told me that they "should have contacted me and they didn't know why I was not emailed or called" and now they are saying they tried to make contact. On Mar 4, 2010, B & T Grower Supply, Inc. responded with:
"On Mar 3, 2010 1:20 PM, B & T Grower Supply, Inc. responded with:
We tried to contact this customer to let him know that we only had 14 pots in stock and to find out if this would be okay. We were never able to get in touch with him so we just charged him for 14 baskets and sent 14 baskets. He called back and wondered why we had sent just 14 and we told him that was all that we had at the time and that was all he was charged for, he got irrate and when we told him that we would gladly refund his money he said "too late" and hung up."
I ordered a few things from this company recently. I ordered once in the past. The pots I received then were as advertised. The order I received today, however, contained an item that was in previously opened packaging. Probably a return. The item did not function correctly. When I called I was put on hold and the second person that I talked with was rude, pushy and abusive. When I said I was not happy about having to box, go to the PO and PAY the shipping he said, "fine I'll have it picked up - I don't want to listen to your crying". There was nothing about this person that was anything but hostile and nasty. From other comments it is obvious that this company does not value its customers at all. If a truck shows up to pick up this package tomorrow as promised I'll be shocked.
It is a shame that this company has people on staff that are sabotaging their business. I would be more forgiving except I don't know if that was the owner or what position the person holds.
I buy a lot of stuff online and have for years. I can say without hesitation that this was the worst I've ever been treated. I don't need to be insulted. I can also say that I was calm and never did anything that could in any way be mistaken for rudeness. This was just a nasty and belittling person that obviously uses his ability to hide behind a phone to take out his frustrations on others.
I wouldn't be as bothered by this if it were not for the fact that I have defended this company on other comment pages. The complaints about customer service sure are valid, however, as this was a truly odd "conversation".
I can only say that I sure would not want to do business with this company again on any larger orders that may affect my ability to get my plants out in time.
It is a real shame they don't understand that what they do now will come back and haunt them in the future.
I wanted to order about 500 nursery pots so I called them to ask a couple of the usual questions like how long it takes to receive their stuffs...etc. Both of times they hung up on me. Even the manager did the same. LOL.
I don't know whether their business is booming or not but no way to treat a customer or anyone that way. They sounded completely unprofessional, rude and dishonest. Something is not right with them.
I am so glad that I read the negative complaints against them from this website before making a mistake. I hope someone would find my bad experience with B & T Grower useful.
Do make a call before ordering anything from B & T Grower and you will see what I mean. They are really really bad.
The pots I ordered from Grower Supply took so long to arrive I had nearly forgotten about them. When I opened the box, I found pots so thin and brittle they started to split when I took them out of the box, and so they are absolutely useless to me. I received no response to the three emails sent to the company. I called their customer service line, and was told they would niether return my money nor accept the product back and send me new pots. I asked if they would do anything to resolve the situation and was told 'no'. I asked if this is the way they always do business and was told 'yep'. I've ordered from this company before, and gotten acceptable results. With terrible quality and customer service like that, though, I won't be ordering from them again.
I have not ordered from this company, ever, but I receive their catalogs, three in the last 4 months. All three times I called them to be taken off their mailing list. The first two times I called I talked to a very rude man that refused to remove me. He even hung up on me the second time I called. Today I talked to a different man that informed me that it's impossible to be taken off the list, that I MUST of bought from them in the past (I have not), and that the catalogs are so expensive that it's impossible for me to have received three.
I don't know how they got my name (last name only on the mailing label), but if there was a "do not call" list for mail order I would definately report them.
After experiencing their "customer service" on the phone, if I was inclined to buy their type of item, I would NOT do business with this company.
On Jun 23, 2008, B & T Grower Supply, Inc. responded with:
"On Apr 16, 2010 8:48 AM, B & T Grower Supply, Inc. responded with:
On 5/27/06 I placed an order with Grower Supply, Inc. On 5/30/06 I received an email stating that the product was out of stock and would ship in 5 - 7 business days. I waited and waited and finally emailed them. I received no response. A week later I emailed them again, still no reply. There was no customer service. No one responded to my emails (2 of them) when I requested the order status. It is now 6/25/06 and I still haven't received my order which was paid for on the day of the order through Paypal or any information about the status of my order. I suppose that I'm out the $127.50 that I spent. That's a very expensive lesson about dealing with Grower Supply, Inc. I will never do business with this company again.