A Proper Garden

In May, 2011 we ordered and paid in full for an outdoor fountain from A Proper Garden, $747.30. The store owner, [redacted] took our order and payment personally. At the time of the order, we were told it would be 6 weeks before we received our order.

In July 2011 we had not heard any information re: our order. We were moving out of the area and began following up with [redacted] re: the status of our order. We received no information, no return phone calls. We were specific to say we needed to know the status to have it on our moving truck by July 19, 2011. We received no response.

Throughout July, August and September of 2011, we continued to follow up with [redacted], the owner, directly with no response via email or voicemail. In early October 2011 we started to call more frequently. [redacted] the owner finally responded saying that our order was never placed, the order that we had placed and paid in full for in May.

He said that he would ensure that we received it and would have it drop shipped to our home in VA. We continued to follow up through October with no response via email or voicemail. We were not provided any details of timing on the delivery or confirmation that this order was in fact placed.

We continued to follow up weekly without any communication or response from [redacted], the owner.

We talked to many of his staff and they were unable to assist us as they noted [redacted] was the only one in the store that dealt with orders, and was very hard to get in touch with.

We then set a deadline via voicemail and email to [redacted], the owner, to receive a refund for the product that he failed to deliver.

On Friday, November 11, 2011 we contacted [redacted] several times via phone, letting him know we would have someone coming to the store to retrieve our refund since he had been completely unresponsive and he had provided no detail or confirmation on when we could expect delivery. [redacted], the store owner, issued a store credit, less the taxes, we paid for the fountain. [redacted] the store owner knows that we have not lived in the area since July and this is completely useless to us. Furthermore, he did not even refund us the full amount paid.

Additionally, and most importantly, since he was unable to deliver on the product that we ordered and paid for in full 6 months prior, it is not acceptable that he continue to control our funds further by issuing a store credit. He was unable to fulfill the order that we paid in full for and therefore, it was his inability to do this that led us to not receiving this product.

It is completely unacceptable that we would receive a partial refund in the form of a store credit for the error of the owner of A Proper Gardner, [redacted].

We made every effort possible over the period of 6 months to work with [redacted]. He demonstrated extremely poor customer service and was completely unresponsive and unwilling to assist us.

We expect a full refund ($747.30) for the fountain (inclusive of taxes) be remitted to us in the form of a cashiers check, not a store credit to A Proper Garden.

The partial store credit is absolutely not an acceptable response to his complete disregard of our order and control of our money over the 6 month period that we waited with no information or detail provided.