Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below They have stated nothing more in their response then they initially indicated when I tried to get them to fulfill their one year guaranteeRegardless of their issues with character limits on receipts or any other excuse, they sold me berry bushes, which based upon their signage at the time, led me to believe that I had a one year guaranteeThen when I requested a fulfillment of the guarantee, they would not fulfill itA reputable business would fulfill this guarantee and if there are limitations, make it more evident to future customersAt this point I wonder if there was an intended deception on their part Regards, [redacted]
Burger Farm and Garden Center 7849 Main St. Cincinnati, Ohio 45244 5/4/2015 RE: Customer Complaint ID [redacted] Response [redacted], Please find our response below concerning a customer complaint filed with the Revdex.com on April 23, 2015, ID [redacted]. Customer's complaint summary: Customer...
purchased four blueberry bushes from us last year that subsequently died over the course of the winter and expected Burger Farm and Garden to replace them or his money per our one year tree and shrub guarantee policy as stated on his receipt. Customer states he was told by our cashier that "shrubs that bear fruit" are not covered by our guarantee policy. Customer's states that exclusions are not listed on his receipt. Burger Farm and Garden Center response: Burger Farm and Garden Center has a one year guarantee from the date of purchase on trees and shrubs. Our full guarantee policy is clearly posted on a 2ft by 4ft sign in our tree and shrub nursery area along with being posted on the same size sign in our check out area and also on our website and planting guide pamphlet. Not all plants are guaranteed; only trees and shrubs. For your convenience, our full policy is listed below: Burger Farm and Garden Center Guarantee Trees and shrubs are guaranteed for one year from the date of purchase. Burger Farm offers this guarantee as a gesture of good faith to its many fine customers, and as such, can only adjust for a given plant once. Trees and shrubs purchased at discounted price are not guaranteed. We DO NOT guarantee roses, rose trees, annuals, vegetables, perennials, ground covers, berry plants, tropical and house plants, cactus, ornamental grasses, any plant in a pot above ground and balled and burlap Christmas trees. All requests for adjustments must he accompanied with the original cash register receipt and the defective plant. Upon Burger Farm management approval, an in store credit will he given. Delivery and planting charges are not covered as part of the guarantee. No cash refunds will be given Burger Farm and Garden Center reserves the right to rescind the one year guarantee in cases of extreme weather conditions or obvious abuse, neglect or improper care of the plant material. No other expressed or implied guarantee other than as written above will he honored. In 2014, the bottom of our receipt said the following: Burger Farm only guarantees trees and shrubs for 1 year when purchased at regular retail price. We do not guarantee any other plants. The Most Beautiful Yards in Cincinnati. (Due to constraints of our POS system, we can only put a maximum of 256 characters on the bottom of the receipt; therefore we had summarized our policy to the best of our ability within the 256 character limit) As stated in our full policy and on the customer's receipt; we only guarantee trees and shrubs. Other plants are not covered by the guarantee policy. Berry plants, like many other plants, are not considered or classified as a tree or shrub. The customer made a judgement error in assuming the berry plants fell into the "tree and shrub" statement versus the "we do not guarantee any other plants" statement from his receipt. In the customer's complaint; the customer also stated that our cashier [redacted] told him that "the replacement policy did not include shrubs that bear fruit". [redacted], just recently employed with our company, cannot confirm if she referred to the berry plant as a "shrub" or a "plant" that bears fruit. We also cannot determine if the customer has accurately described in his complaint what [redacted] told him or if he has used the term "shrub" to better support his complaint. Either way, we feel that [redacted] adequately stated the intent of our policy to the customer. One thing she maybe could have done better was to point to the guarantee policy that is posted in the check-out area. It should be noted that [redacted] said she did offer for the customer to discuss this issue with a manager or owner and the customer denied this option and said he would, "just contact the Revdex.com". It is unfortunate that the customer assumed or "expected" that the berry plants he purchased were covered by a guarantee and we presume he did not verify if the plants were guaranteed, did not visit our website to see our full guarantee policy and did not see the full guarantee policy posted in the nursery stock area or the check-out area. It should also be noted that the customer did not say in the complaint that any Burger Farm and Garden Center employee told him the berry bushes were guaranteed; he just assumed or expected they would be. We believe the ownership of understanding what you are buying belongs to the customer. We also believe that in no way have we been misleading, dishonest or misrepresented our guarantee policy. In early April of 2015, we modified the bottom of our receipt statement to the following in efforts to further clarify our guarantee and to also remind customers that they need the receipt to request an adjustment: Keep this receipt Burger Farm guarantees trees and shrubs for 1 year when purchased at regular price. Not all plants are guaranteed so visit our website for specific details. All requests for adjustments must be accompanied with this receipt. Therefore, Burger Farm and Garden Center stands behind its tree and shrub guarantee policy, it's multiple attempts to post, display and educate our customers on our guarantee and because berry plants are not covered by our guarantee; we have no plans to "refund for the four plants that died" as requested in the complaint. Respectfully submitted, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They have stated nothing more in their response then they initially indicated when I tried to get them to fulfill their one year guarantee. Regardless of their issues with character limits on receipts or any other excuse, they sold me berry bushes, which based upon their signage at the time, led me to believe that I had a one year guarantee. Then when I requested a fulfillment of the guarantee, they would not fulfill it. A reputable business would fulfill this guarantee and if there are limitations, make it more evident to future customers. At this point I wonder if there was an intended deception on their part.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below They have stated nothing more in their response then they initially indicated when I tried to get them to fulfill their one year guaranteeRegardless of their issues with character limits on receipts or any other excuse, they sold me berry bushes, which based upon their signage at the time, led me to believe that I had a one year guaranteeThen when I requested a fulfillment of the guarantee, they would not fulfill itA reputable business would fulfill this guarantee and if there are limitations, make it more evident to future customersAt this point I wonder if there was an intended deception on their part Regards, [redacted]
Burger Farm and Garden Center 7849 Main St. Cincinnati, Ohio 45244 5/4/2015 RE: Customer Complaint ID [redacted] Response [redacted], Please find our response below concerning a customer complaint filed with the Revdex.com on April 23, 2015, ID [redacted]. Customer's complaint summary: Customer...
purchased four blueberry bushes from us last year that subsequently died over the course of the winter and expected Burger Farm and Garden to replace them or his money per our one year tree and shrub guarantee policy as stated on his receipt. Customer states he was told by our cashier that "shrubs that bear fruit" are not covered by our guarantee policy. Customer's states that exclusions are not listed on his receipt. Burger Farm and Garden Center response: Burger Farm and Garden Center has a one year guarantee from the date of purchase on trees and shrubs. Our full guarantee policy is clearly posted on a 2ft by 4ft sign in our tree and shrub nursery area along with being posted on the same size sign in our check out area and also on our website and planting guide pamphlet. Not all plants are guaranteed; only trees and shrubs. For your convenience, our full policy is listed below: Burger Farm and Garden Center Guarantee Trees and shrubs are guaranteed for one year from the date of purchase. Burger Farm offers this guarantee as a gesture of good faith to its many fine customers, and as such, can only adjust for a given plant once. Trees and shrubs purchased at discounted price are not guaranteed. We DO NOT guarantee roses, rose trees, annuals, vegetables, perennials, ground covers, berry plants, tropical and house plants, cactus, ornamental grasses, any plant in a pot above ground and balled and burlap Christmas trees. All requests for adjustments must he accompanied with the original cash register receipt and the defective plant. Upon Burger Farm management approval, an in store credit will he given. Delivery and planting charges are not covered as part of the guarantee. No cash refunds will be given Burger Farm and Garden Center reserves the right to rescind the one year guarantee in cases of extreme weather conditions or obvious abuse, neglect or improper care of the plant material. No other expressed or implied guarantee other than as written above will he honored. In 2014, the bottom of our receipt said the following: Burger Farm only guarantees trees and shrubs for 1 year when purchased at regular retail price. We do not guarantee any other plants. The Most Beautiful Yards in Cincinnati. (Due to constraints of our POS system, we can only put a maximum of 256 characters on the bottom of the receipt; therefore we had summarized our policy to the best of our ability within the 256 character limit) As stated in our full policy and on the customer's receipt; we only guarantee trees and shrubs. Other plants are not covered by the guarantee policy. Berry plants, like many other plants, are not considered or classified as a tree or shrub. The customer made a judgement error in assuming the berry plants fell into the "tree and shrub" statement versus the "we do not guarantee any other plants" statement from his receipt. In the customer's complaint; the customer also stated that our cashier [redacted] told him that "the replacement policy did not include shrubs that bear fruit". [redacted], just recently employed with our company, cannot confirm if she referred to the berry plant as a "shrub" or a "plant" that bears fruit. We also cannot determine if the customer has accurately described in his complaint what [redacted] told him or if he has used the term "shrub" to better support his complaint. Either way, we feel that [redacted] adequately stated the intent of our policy to the customer. One thing she maybe could have done better was to point to the guarantee policy that is posted in the check-out area. It should be noted that [redacted] said she did offer for the customer to discuss this issue with a manager or owner and the customer denied this option and said he would, "just contact the Revdex.com". It is unfortunate that the customer assumed or "expected" that the berry plants he purchased were covered by a guarantee and we presume he did not verify if the plants were guaranteed, did not visit our website to see our full guarantee policy and did not see the full guarantee policy posted in the nursery stock area or the check-out area. It should also be noted that the customer did not say in the complaint that any Burger Farm and Garden Center employee told him the berry bushes were guaranteed; he just assumed or expected they would be. We believe the ownership of understanding what you are buying belongs to the customer. We also believe that in no way have we been misleading, dishonest or misrepresented our guarantee policy. In early April of 2015, we modified the bottom of our receipt statement to the following in efforts to further clarify our guarantee and to also remind customers that they need the receipt to request an adjustment: Keep this receipt Burger Farm guarantees trees and shrubs for 1 year when purchased at regular price. Not all plants are guaranteed so visit our website for specific details. All requests for adjustments must be accompanied with this receipt. Therefore, Burger Farm and Garden Center stands behind its tree and shrub guarantee policy, it's multiple attempts to post, display and educate our customers on our guarantee and because berry plants are not covered by our guarantee; we have no plans to "refund for the four plants that died" as requested in the complaint. Respectfully submitted, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They have stated nothing more in their response then they initially indicated when I tried to get them to fulfill their one year guarantee. Regardless of their issues with character limits on receipts or any other excuse, they sold me berry bushes, which based upon their signage at the time, led me to believe that I had a one year guarantee. Then when I requested a fulfillment of the guarantee, they would not fulfill it. A reputable business would fulfill this guarantee and if there are limitations, make it more evident to future customers. At this point I wonder if there was an intended deception on their part.
Regards,
[redacted]