ComplaintsforThe Plant Gallery, Inc.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My wife and I hired The Plant Gallery (TPG) to decorate our wedding reception hall, date 10/23/2021; we paid them $9,078.90. TPG did not provide all decorations that we paid for and areas that were decorated were bare and lacked the plants and lights that were promised. In part, they only provided 8 trees in the entranceway when we paid for 12, we paid for 6 uplights but none were provided, and they did not provide candles as promised to light up the entranceway. At the bridal table, we paid for 50 gold charger plates but only 18 were usable and we paid for fairy lights but none of them worked. After the wedding we voiced our concerns to TPG and requested a partial refund. On 11/11/21, a TPG employee admitted their shortcomings through email. See attached email chain. Several follow-up emails later, a TPG employee responded with a refund offer of $1,020.00. The offer was low so we made a counteroffer. Since then, more than 4 months since the date of this complaint, we have not heard a single response more from TPG. We sent emails, called, and left voicemails, and after hitting a dead-end we visited the TPG store on Airline Hwy. There, the TPG cashier told us there was no one on-site that could help us and that all managers worked off-site. I asked her to call management for us (explaining we could not reach anyone ourselves) but she would not. She gave us a phone number and email for the owner, Kenny, and phone numbers and emails for the accounting department. We tried calling the owner while at the store, and tried multiple times in the days that followed, but every time we called the line cut straight to a voicemail. We called all numbers the cashier provided, left voicemails, and sent more emails - still, no one from TPG ever responded to us. Aside from not getting what we paid for, doing business with TPG resulted in one of the worst, most unprofessional, customer service experiences I can ever recall.

  

  Business response

  05/02/2022

  Hi there,

  We are more than happy to comply with anything you need - this customer has already reached out our credit card processing company Honeybook to stop their credit card charges but after looking into the situation Honeybook sided with us.  We would like to state that we did offer a refund of $1,020.00 to the customer, which they did not accept.  Please let us know if you need any additional information from us, we are more than happy to help.  

  Customer response

  05/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17064995, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Putting aside the credit card dispute, which is a separate issue entirely, and the fact that the business's response does not address our customer service complaints, our complaints about the failure to perform, or the loss of contact, the business states that they offered us a "refund of $1,020." We do not dispute this. They do not mention, however, that this offer was made to us back in December '21, and that we attempted to negotiate a resolution with them after they made the offer, but they stopped responding to us.

  
  

  Is the business still willing to refund us $1,020? If so, please ask them to issue and mail us a check for $1,020 within 14 days. Our address is the same one they have in the contract. Please confirm whether the business will send us a $1,020 refund. 

  
  Regards,
  
  ****** *******
  
   
  

  

  Business response

  05/11/2022

  Yes, we honor our refund offer of $1,020 and would like to completely settle this matter. We can have it sent out to the customer by the end of this week. We ask that if the customer does accept this offer that both parties agree to move forward without future disparagement. Thank you!

  Customer response

  05/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17064995, and find that this resolution is satisfactory to me. 
  

  Yes we will accept the refund check of $1020.00 and agree to conclude this dispute. Please confirm when the check is sent so we can know when to expect it. 
  
  Regards,
  
  ****** *******

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