ComplaintsforRobbins Garden Center, Inc.
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Complaint Details
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Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
03/27/2024
This customer has their check and has cashed it!Customer response
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
03/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
03/20/2024
This Customer received his check and has already cashed it.Initial Complaint
12/22/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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
12/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
12/22/2023
The refund for *************************** was done on the 16th just like we told her.
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Customer Complaints Summary
4 total complaints in the last 3 years.
4 complaints closed in the last 12 months.