ComplaintsforOakland Nursery, Inc.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order close to $464.90 at Oakland Nursery, New Albany on Sunday, May 7th at 8am. I am a long time, loyal customer, spending thousands of dollars to landscape my newly built home over the last five years. The order was never fulfilled that day, so I followed-up and spoke to ***** on Monday, May 8th at 10am. She advised that the plants were not onsite and had to be ordered. She never proactively reached out to me advising the above, but I had to search out the answer myself. I was told the truck may be in Wednesday but never received an update. Thursday, my landscaper showed up to plant un-expectantly so I sent him to a local nursery to purchase alternated plants for me since he had to complete the job that day. I called Oakland and requested to have my order cancelled since it was not fulfilled in a timely manner and lack of communication about the plants NOT being in stock. I was transferred back to *****, I explained the above. She abruptly yelled, I guess we will cancel them then and slammed the phone down, hanging up. They FAILED to refund the money, which I have disputed with my credit card company. When this occurred, I had just left the vet and had to remorsefully say goodbye to my 16-year old cat, which was very traumatic. Her actions are completely unjustifiable and given my personal situation and what I was going through at that moment completely unprofessional. I called back and spoke to a woman name *****. She was kind and I explained the above. She advised that ***** was the manager of the local store and I need to escalate my issue to John, the district manager. He never returned my call, nor did anyone ever cancel my order- refund my money. I simply had an order that wasn't fulfilled, nobody called proactively to tell me why, then the store manager yelled at me and hung up the phone. Her actions are very unsettling and her being a manager should understand the importance of customer service, very UNPROFESSIONAL.

  

  Business response

  05/24/2023

  To Whom It May Concern, 

  Oakland Nursery New Albany acknowledges that the employee involved in this situation acted in an unprofessional manner and wishes to offer our most sincere apology for this interaction. Oakland ownership has spoken to the manager in question, made her aware of the official complaint, and directed her in how to better handle customer service issues in the middle of our stressful busy season. Sorry again....

  **** ******

  VP Oakland Nurseries

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First of all, my opinion is this is a terrific company. I paid over $7000 for landscape trees that were planted late fall after the leaves came down. The positions were selected by the designer. It was determined next season they were in deep shade, and a few were unsuccessfully moved. All but one have know withered and died. The designer was supposed to fix the damage with new materials next spring, but never came back. I can not get the company's attention on this matter.

  

  Business response

  06/13/2022

  Trees were planted in 2017,  these trees are 4 years out of warranty. I personally met with this client at 3 o’clock last Wednesday, customer acknowledged that these trees are way out of warranty I am giving some advice on future plantings and how to maintain what he has, it is understood that he will retract this complaint,

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Over 3 months ago I returned a house plant because it was over priced. When I explained this their answer was “okay, and?,” instead of fixing the problem. They tried to make me feel like it was okay to be ripped off. Yesterday also after returning a plant that didn’t bloom for almost 30 days, their return policy, they were very rude when they asked me what was the reason for return. The sticker in the flower was “bloom red,” but then I have another flower that says bloom “orange red,” but it is actually just red not bright as I was expecting. What I am really upset about other than the unpleasant, insulting unprofessional service. After the return I went shopping and when I got to check-out I wanted to use cash instead of card. After giving the cashier a $100 bill the manger took my money and walked away with it in his office and took a little long. When he returned I advice him that in the future when a customer gives him cash he should check it in front of the customer before he moves away and shouldn’t take it to his office and should leave it with the cashier since it seem like they were very paranoid about why a customer is returning a plant. He became very angry, rude and arrogant and said he checks the money in his office that’s where he checks it. Like it was his money to take and do whatever he wants to do with it. Then the female manager who was called when I said I would like to return first impression was that I stole their plant and asked me if I had the receipt in a very rude tune of voice. It was very embarrassing. Also a week ago I was standing in line and next to be called. One of the cashiers or manager (female, heavy blonde hair) decided to call someone who just got in a line ahead of me to another cash register and then asked me if I was in line (there’s only one line) as if the line isn’t behind the cash register with other people standing behind me as well.

  

  Business response

  06/13/2022

  We take customer service very seriously at Oakland Nursery. Management has spoken the employees involved in this matter and reinforced the fact that we must deal with all customers with patience and professionalism. We are currently looking into the policy in Dublin of checking for counterfeit bills in the office and communicating this fact to the customer before money is taken away without explanation. We apologize for any distress this situation caused and hope she gives us another chance.

• Initial Complaint

  04/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a blue spruce planted last spring along with other trees ordered from the Oakland design Associates. The day it was planted, I noticed a lot of dead branches. I cut them back and kept the tree because it had a lot of new growth on it and I thought it would be okay. As I removed the dead branches, I noticed a lot of red needles indicating a fungus referred to as needle drop. As the summer went on the red needles became more and more prevalent. I told them that the tree would need to be replaced, but they refused stating that their warranty specifically states that it does not cover diseased plants, which I know. However, their warranty also states that "the material is sourced from inspected and certified suppliers and is disease free at time of installation." This plant clearly was not disease free at time of installation and I took pictures of it that day. I argued that if someone had certified that tree to be disease free, they should be responsible for replacing it. I have sent pictures to my design associate as well as to *** ******* I have had no response from *** ****** and have been told by the associate that they will not replace the diseased tree in spite of my having sent multiple pictures indicating the disease was clearly there at time of installation. There are no other trees in the areas that could have infected this tree in such a short time, as I live in a new development with no prior trees. I have landscaped three homes over the years using Oakland plants and spending tens of thousands of dollars. I have over 25 shrubs and trees in my current lawn that I bought from Oakland. I am beyond frustrated that they cannot simply admit that the tree needs to be replaced with a healthy, disease free tree. As the surrounding ground has now been exposed to the fungus brought in on it, the blue spruce sadly needs to be replaced with a similar tree which is not susceptible to the same disease.

  

  Business response

  04/19/2022

  Ms. ******’s Colorado Blue Spruce, planted in March of 2021, does not qualify for a replacement. Ms. ****** is under the assumption that the tree was diseased at the time of planting, however, our plant material is sourced from USDA inspected facilities and is certified to be disease free at the time of planting. Red/brown needles on inner growth is not necessarily a sign of disease and would require testing to determine the cause.
  It is true that Colorado Blue Spruce is highly susceptible to Rhizosphaera needle cast; Ms. ****** was strongly advised against planting this specific tree for this reason. This could have been avoided if she had listened to the advice of our experienced and educated landscape designer. It is highly likely that the tree has now contracted needle cast as there are dozens of spruce trees capable of carrying this pathogen planted by other companies in her development, including several in her own back yard. Attached is a photo of the tree taken on March 10th, 2022. The attached photo clearly shows that the tree is alive and growing. To prevent Rhizosphaera needle cast, Ms. ****** is advised to contact an arborist who is qualified to treat for this disease.

  Customer response

  04/26/2022

  Although I was advised about the susceptibility of the Blue Spruce to fungal disease, my response at the time was, "bring me a healthy tree and I'll keep it healthy." And although, the supplier keeps insisting that the tree was certified disease free, I have photos which prove otherwise.  They can dispute that with their supplier.  Although the attached photo from Oakland shows a beautiful tree - and it is, which pains me to have to replace it - it was strategically taken from the "front" of the tree and from a distance which doesn't show the disease.

  
  

  The photos I've attached were from the day the tree was planted and again a month later.  A non-diseased tree does not pick up a disease from area trees in a month and there are no other blue spruce trees in this neighborhood.  The Norway Spruce in the easement behind my lawn and others are healthy and showing no signs of disease.

  
  

  The one attached photo shows the bag of branches I've had to cut from the tree.  I have spent hours trying to salvage this tree. - which I should not have had to do.  I have watered regularly and used pine specific fertilizer.  Other trees and shrubs in my lawn are thriving.

  
  

  The same "experienced and educated landscape designer" was the same one who tried to plant a full size maple tree in my 5 foot side year when I had requested a miniature Japanese Maple, so his credibility is greatly diminished.

  
  

  I have been a repeat customer with Oakland Nurseries for over 22 years and am extremely disappointed in how they have handled this complaint since I initially brought it to their attention within months of planting.  I would not have had to contact the BBB had they handled it properly from the beginning. This tree likely didn't cost them $50 and they are willing to lose a loyal customer who has spent tens of thousands of dollars over the years landscaping three lawns

  

  Business response

  05/11/2022

  We are very sorry that we are unable to provide any additional support to Ms. ******, but our position on the tree replacement has not changed. We provided advice about all aspects of her landscape project, including advising against the blue spruce. Additionally, the designer from our company present during the conversation about the "red maple" is extensively trained and understands plant material selections. It was his understanding that Ms. ****** was requesting a red maple, and not a Japanese maple, a considerably smaller tree. We believe we have held up our side of any and all agreements, and wish Ms. ****** the best with her new landscape company.  

*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. ↩