Complaints

This profile includes complaints for Robbins Garden Center, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Robbins Garden Center, Inc.

  28 Sutton Avenue Oxford, MA 01540

• 

  Robbins Garden Center, Inc.

  PO Box 369 Oxford, MA 01540-0369

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/27/24 We ordered 4 Ton of Vermont Pellets from Robbins for $1725. She said she would up-charge to us credit for payment, so we paid by check on 7/3/2024. She cashed that check on 7/5 (Photos attached). Normally we receive our pellets in August. She did not mention there might be a delay. In September I called, and I was shocked when she barked at me that the Vermont Pellet Company was slow in delivery and it would be several more weeks before they came in. October 3, I emailed her to check again. She replied that now the delivery would be "closer to November" but that I could come in and buy individual bags. We did go in and buy 10 bags to hold us over. On November 1st I wrote again. She did not bother to reply. So on Nov 4 I contacted the Vermont Pellet Company to ask them when they would be delivering to Robbins. They replied that they had contacted Robbins for me and I should be hearing from them that day. Oh boy did we. She was furious and told us to buy oil and turn our heat on if we didn't like the answers she gave us. (90% of our annual heating budget has ALWAYS gone to Robbins. There is little money left for oil.). She told us that pellets are not a primary heating source. Yes. In a home, pellet stoves aren't considered a primary heating source. There must be another source of heat available to fall back on. That does not mean that we have not established years of history buying pellets from Robbins as our primary FUEL source, but I might also point out that the laws say when someone buys something from you, you have to actually supply that product. Otherwise that is stealing, but I digress... On November 1st we were told that the next truck would be coming in soon and we'd have our pellets by the middle of the month. Here we are on November 21 and we have nothing. We have found another pellet source, and we'd like our money back.

  Business Response

  Date: 11/22/2024

  First off he was told that according to state law pellet stoves are only considered secondary heat.

  That being said if the customer wanted a refund he only had to ask and never did.  But he was called

  and his delivery was set up when the pellets arrived.

  Customer Answer

  Date: 11/22/2024

  Hello,

  Robbins has since contacted us to schedule the delivery of the pellets, but that's not until Tuesday of next week.  We won't know if that actually happens until then. Is it okay if I get in touch with you to finalize this then?

  Customer Answer

  Date: 11/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ********************** has since delivered my pellets.  This resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/18/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered pellets from this company in sept 2024. Was told theyd call with delivery date in a month or so. I called around Halloween, no pellets, 2nd week in November. I called today (3rd week of November). No pellets, December. I have a newborn and am running out of what we have left. My wife also called and was treated with disrespect by ***. So I called and said lets cancel please and I am going to share a bad review. She said can I share a bad review against you? You just dont get it, you arent listening, you and your wife double teamed us. Then she stated that I wont get a full refund due to credit card processing fee. Which I have nothing in writing stating this would happen. Stealing money from us. I understand family business but she is rude and stole $100-125 due to her not wanting to call credit card company and get that disputed on her end. I paid for a product that I still havent received deposit. Says by end of day today. Wont give me a time. Says she will email me a receipt. However, i want this documented asap since police cant do anything about it.

  Business Response

  Date: 11/19/2024

  Mr **** called to check on his pellets and everything was explained with in 5 minutes his wife calls and asks the exact same questions.  We explained that we just spoke with her husband and he had all the information.

  She said well she wanted to know.   We did tell here the bascis then when she continued with the exact same questions we told her to speak with her husband he had the information.   He call 1/2 hour later and canceled the order.   then he proceeded to call back a couple of more times that day    to check on the credit.   Yes he was told it would be done by the end of the day   he was also told it takes a couple of days to come back to his account.   The he called to get a copy emailed to him.   He did receive full refund for the product he ordered by the end of that day and he was sent the copy of the credit slip. He called the next day to say the credit had disappeared.    At this point he needs to check his bank.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22571703
  
  I am rejecting this response because:

  This isnt the entire truth, they were super rude to my wife and also myself. Also, I did not receive an email with a reciept. I had to open a Credit dispute this am with my bank. If I see the refund within 2-3 days, I will accept the response and move on. 

  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 01/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered 3 tons of pellets in July of 2023. Only one ton was delivered in November 2023. After several calls to Robbins, we determined that they were not going to get in the pellets that we ordered. At the beginning of 2024, we requested our money back from the pellets that were not delivered. Every time we call Robbins, we are told that the check is in the mail. On 3/19/2024, I was provided a check number and date of issue being March 11, 2024. As of today, 3/20, I have not received the check. I am only one town away from this business, and should have received the check within a few days.

  Business Response

  Date: 03/27/2024

  This customer has their check and has cashed it!

  Customer Answer

  Date: 03/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 12, 2023 I paid for 3 tons of wood pellets for heating my home with delivery in October 2023 in November I called and they sent me one ton with the remaining to be delivered in a matter of weeks. In January I called again they had no pellets so I requested a credit back to my **** Card totaling $846.00 my February statement came in with nothing, I called again and they claimed that they changed their **** and couldn't credit my card but a check is going in the mail the next day 0 days later when nothing arrived I called again and she stated that it went in the mail the day before, now 10 days later nothing, this is where we stand at this time. I am not the only one who is in the same boat. I hope that you can help and Thank You in advence. ****

  Business Response

  Date: 03/20/2024

  This Customer received his check and has already cashed it.

• Initial Complaint

  Date:12/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 16th we had ordered 3 tons (about 150 bags) of pellets from Robbin's in ******, and they had taken our money at the moment of sale but had not confirmed a delivery date; the company said they would call when they were ready to schedule a delivery. I had called on 11/6 to ask about the projected delivery date of our order, but we were told the pellets were not in yet and they were unsure of when they would be expecting them because they were behind on orders (pellets were not being brought to the company). I called again on 11/28 and received the same message. On 11/29 we decided to ask for a refund for our order so that we could order pellets from another company as this is our main heating source. Still having not received our refund, I called again on 12/11 to ask why we hadn't received our refund yet. We were told that there card reader must have malfunctioned and they had to redo the transaction, but that we should expect to see our refund by 12/19 as it was "on the list" to be handled over the weekend. It is now 11/21 and we have yet to see the refund back on our account. Each time I have talked to this company they have come up with some reason as to why our needs were not being met and I feel as though we have provided ample leeway in regards to our refund. I am happy to provide a log of my phone calls with this company if it is helpful to confirm dates, but we are extremely frustrated with this situation and find it incredibly unprofessional.

  Business Response

  Date: 12/22/2023

  The Refund for *************** had already been done.

  Wood pellet stoves are only a secondary heat according to the State of *************

  not primary heat

  Customer Answer

  Date: 12/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/27/2023 I prepaid $1,485 for 4 tons of pellets to be delivered at the end of October/early November from Robbins. After calls early, mid and end of November to Robbins with no delivery date available we canceled the order on 12/7/2023 and were told they would issue a refund same day. When refund had not been received on credit card, original form of payment, on 12/12 we called again and were told it was processed and we should see in a day or so. Called back later in week and told they would process refund that day, 12/16. When we asked why it hadnt been issued when we were initially told it had been, Robbins staff was rude and said are you saying Im lying. To which we responded yes, we have called twice and you told us it was issued and would be another day or so for us to see in our card yet now you are saying you will issue. I called again on 12/18 as still no refund and told it was processed on 12/16. Still no refund on account and after confirming with our bank that no credit is pending I filed a dispute through my credit card company which could take another 60 days to resolve. Robbins has basically stolen my money. I should not have to wait weeks for them to return money for a product they could not deliver and be lied to in the meantime.

  Business Response

  Date: 12/22/2023

  The refund for *************************** was done on the 16th just like we told her.