Complaints

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a load of 3 way soil from North Cross Landscape Materials I called 2 times prior to purchasing to make sure it was what I needed I explained it was from my garden raised beds. I was told it was 3 way mixed equal parts soil/compost/sand When it arrived I quickly noticed it was sand rocks and plastic garbage. Rubber, plasric bags shredded and random chunks of plastic. (Not deformed other than chopped up) This handful (pictured) was when I stood in once place and took off the top. I did not dig or move. There is TONS more. Called multiple times no reasonable outcome. Owner won't call me back but is stalking my ********* Picture proof. Purchased may 16th for 637$

  Business response

  06/08/2022

  Monday, May 16, 2022: 
  *** customer called to let us know that she was not satisfied with the product that had been delivered.  She immediately threatened to call the BBB,post on FB, write bad reviews online and cancel her credit card payment.   This put the associate in defense mode*** associate apologized and let her know that he wanted to contact the vendor to get more information about the product and said he would call her back.  He called her back and apologized again and offered her a $150 refund or a free delivery of compost to amend the soil.  At that time she said she was happy with the $150 refund resolution.  Minutes later the other associate (office) called her to get her credit card information in order to process the refund.  She said that she didnt feel that the resolution was right and refused that resolution.  *** associate then explained that he wasnt authorized to refund more than $150 and that he would have the owner get in touch with her. 
  *** owner was made aware of the issue and its details that evening and decided to look her up on FB to determine who he was dealing with and accidentally requested her as a friend and then retracted the request.  Since it was evening he decided not to deal with the problem until the next day (big mistake!)
  
  Tuesday, May 17, 2022:
  *** next day she proceeded to call the owners house phone but would not leave a message with his wife.   She also kept calling the office phone insisting that we need to resolve the issue.  *** associates again let her know that the owner was aware of the situation but was at work and couldnt get back to her until he got off.  Again, she threatened to call the BBB, post on FB, write bad reviews online and cancel her credit card payment.   ***n she posted on 2 of the areas FB pages to slander the business.  Once the owner was off work he was able to contact her and resolve the issue by refunding her $250.  She thanked us very much and appreciated that we finally got back to her.    *** manager then processed the refund and asked her politely to update her FB posts which she added an update saying that we finally got back to her.  Essentially,the resolution wasnt within the customers time frame.  This made her angry and weve learned a valuable ****** by it.  It's our understanding in which this has now been resolved.
  
  Thank you,
  
  NorthCross Landscape MaterialsTell us why here...

  Customer response

  06/09/2022

   
  Complaint: 17214182
  
  I am rejecting this response because:
  first the buisness is lying. I did not threaten to contact anyone until evening when I was pushed around all day. I did no say I would be happy with 150 dollars. I was told I could also have compost. I did not repeatedly call the second day. I called 2 times. Because the first I was ignored. Instead of STALKING my ******** the owner should have been calling me back. Also I did not SLANDER anyone. I wrote on ******** nothing but truth. Slander is speaking untruths. Not writing them. That's Libel. The company then lied to me on the phone. Stating that what I have is definitely the 3 way soil. I can show pictures proving it is gravel and garbage. This is not soil. I ordered garden soil. This has been so upsetting. The owner couldn't see anything on my ******** because it's private. But he would have seen that I am a single mother. My boyfriend was killed at work so I bought me and my 5 kids a little plot of land and we pay everything with the L&I stipitend so the fact that I spent so much money for something unusable is very upsetting to me. Hence me calling to make it right. We have worked hard on our garden. For 150 dollars they offered to refund me and even the 250 they did I cannot get a load of soil to replace the garbage I was given or even a load of compost to try to amend it. And due to us only getting a stipend I cannot afford it. Not to mention I should not have to! I paid them over 600$ I should not have to amend the soil I should be able to put the 3 way garden mix in my beds and use it!
  Sincerely,
  
  ***********************

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