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| - This is without a doubt the worst customer service I have ever experienced from a company. I manage a horse sanctuary and we frequently need dirt to fill our horses' stalls. We had a previous load of dirt donated to us by some good friends that was delivered by C Rock and Supplies with no problems so I decided to go with them again. Big mistake.
When I placed the order on a Monday or Tuesday, I stressed that we needed 20 tons of clean dirt - no rocks, stones or boulders. Our horses lie down in the dirt and the rocks can hurt them, not to mention we prefer for them not to be stepping on small stones that can become lodged in their hooves. I asked for my receipt to be sent to my email. That never happened. I figured they would get around to it in a day or two and thought nothing of it.
That Thursday we got our delivery. The driver couldn't navigate the truck to the location we wanted the dirt (the last guy did it just fine), so we told him to dump it at another spot. It was raining during the delivery, so I thought nothing of the clumps and clusters in the dirt, thinking it was just wet.
The following Tuesday (this past Tuesday), after the stalls had dried out a little, my volunteers began shoveling dirt into wheelbarrows to put into the stalls. They came back and brought to my attention the fact that there were rocks in the dirt. Upon further inspection of the pile, I found many boulders - one almost a foot in diameter - and other very large rocks and stones. Hmm.
I called the office and let the girl know that we'd gotten some rocks mixed up in our dirt. The girl that answered the phone didn't have the faintest idea of what to do. I asked if we could get 5 more tons of clean dirt or so, to make up for the useless rocks we had paid for but not ordered. She put me on hold for a good five minutes only to answer then tell me she would talk to the bosses and let me know what they could do. I thanked her then waited as she seemingly put me on hold again. After a minute, I look at my phone only to discover she had HUNG UP ON ME! I called back and could hardly believe that no one answered my phone call and it went to voicemail. I left a message requesting an immediate response and received none. When I finally called back an hour or two later, the girl said she had to get my receipt to see what we had been charged with and then talk to the bosses and would let me know what they said. Taking the time to get a receipt for an unhappy customer apparently wasn't high on the priority list for C Rock but again, I gave them the benefit of the doubt. The girl said they were swamped with people. That's fine - I used to work retail so I know how that goes. I said okay and asked for someone who would be able to help me to call me the following morning (Wednesday). Not to my surprise, that didn't happen.
Wednesday I called and was told that the bosses came in at 1pm and they would talk to them again about my situation since the lady who answered the phone didn't have the authority to make the decision of giving me free dirt. I reminded her that it had been over a week and I still hadn't been sent my receipt. Again, I asked to get a call that afternoon. That didn't happen, though I did finally get my receipt that afternoon.
Thursday I called in the morning and was told that the bosses had been talked to and they had agreed to give us 5 tons of dirt - clean, rock and boulder-free dirt - on Saturday. Great. Easy fix. Mistakes happen, and they were finally correcting theirs.
The driver showed up on Saturday. Great guy - very friendly, and knew how to drive the truck. But when he dumped the dirt, I saw that C Rock had given us THE EXACT SAME DIRT THEY'D GIVEN US LAST TIME. Dirt mixed in with boulders and rocks - completely unusable to us. For the second time. Even the driver was appalled.
I immediately called the office and demanded to speak to a manager. Not surprisingly, I was told that the boss wouldn't be in until Monday after 9am. I requested a phone call at that time. I will be very surprised if someone actually calls me. I intend to ask for my money back and for both loads of unusable dirt to be taken away. I am extremely disappointed in the unprofessionalism C Rock has shown and will be telling everyone I know in my industry to stay far, far away.
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