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| - horrible customer service with ignorant management
On march 4th, 2016. I purchased a mature fruit cocktail tree from their eastern store at a cost of $1444.60 I inform the sales associate Judy that I will be leaving it there as I am not ready for planting and was told they will keep it for me at no charge. On or about November 2017 when my remodel project has a definite finish date, I called Judy. After 4 missed and unreturned call, I was inform by one of the sales associate in the eastern store that the tree was sold without my permission or knowledge. I finally located Judy in the Charleston store after many more calls and unreturned messages and was told that winter is not a good time to plant this tree and she will get some in in early feb and we can proceed. Again, in early Febuary after numerous unreturned calls I finally was in contact with a gentleman Chris who identify himself as general manager of Charleston store and will get me the tree. It was delayed for a few more weeks with the usual excuses but at least he actually called and let me know which is by far a first for this poorly organized bunch and on march 4th 2018, it was finally delivered and planted. Two months later when the fruit starts to be visible, I notice there is nothing but peaches so I contacted the Charleston store and spoke to Eric who requested pictures. Upon inspection of the photos, it was clear that I was given a peach tree. I was told so many excuses including the general manger Levi who tag the tree was only in error cause the tree was still nothing more than a trunk so he was reasonably mistaken. This was total fabrication as I took pictures of the planting with their staff and it was a fully mature tree and upon firther investigation I see it has tags on it that clearly shows it is just apeach tree , the tag is literally 10 inches from Levi's tag it is a cocktail tree! After much back and forth with the local management, I demanded a full refund and removal of the tree, Levi who identify himself to be the area manager of all moon valley store would not offer me that choice and promise me he can have a fruit cocktail tree fully mature 14-year-old tree with fruit on the tree to plant immediately in the backyard and remove the other tree in lieu of a refund. Due to previous experience, I ask before I approve it, I need picture of said tree showing it is bearing fruit on may 15th. I was assured that he would do that. Again, I receive no photos on may 15th to confirm his promise.
Subsequently two days later on march 17th I did receive photo of trees that have no leaves and not ready for fruiting anytime soon which again is not what I was promised and Levi claimed there are more pictures of other trees forthcoming and I ask why he would show me these totally immature trees instead of his best picture as it certainly seems he cannot locate them and now stalling for time again to save this deal. Calling other local store manager and asking them to take a picture with a cell phone takes minutes not days.
At this point i told them i will be filling court claim and was then turned over to the most arrogant executive vice president at their head office in Arizona. As they say attitude in any company comes from top down and It explained why these people acted like their profit is the only thing that matter after a few emails with this person as he has never understood my time and convenience is much more important than his profit of a tree when they have made repeated mistakes while i was being extremely patient from November of 2017 to may of 2018!!!!! I try to make sure he understood the difficulty of removing the tree so i send him pictures of the area concerned and his response is he is not impressed with money! what!!!!! He also told me there is nothing more he can do other than selling me another tree at half price which is to advance their sales figure...i told him i will have a judge tell him my rights as I really don't need his approval since he did not have what I paid for and sold my property without my permission or even knowledge. What I can say is they must have the worse inventory system or they just didn't care when they can make another sale cause any computer system should have told them that tree is already sold.These pathetic customer service mentality is to say the least appalling and my continued confidence in Moon valley's competence as well as sincerity is completely evaporated from when I first in good faith left them cash payment in full with no worries.
My final exchange with exec VP is that if any damage occur during removal , it will be their responsibility and also to bring a check with them. His answer to these basic request is they would not be responsible to any damage to my planter and yard, and that they will not bring a check cause in his word ' do we look like we are going out of business?"
well maybe he should take a look at their desperate measures and answer that himself.
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