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Nonexistent customer service - Review by Guest | Houston Garden Center

Houston Garden Center

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Nonexistent customer service 11/4/2011

HGC pretty much has a monopoly on landscape in Houston, such a pity. No consistency in what's in stock, no one can answer simple questions ("where are herbs?"), no phone numbers for stores, no way to contact via website. Today I called the number posted at store to complain, and got perhaps the most convoluted response I've ever received concerning customer service issues -- you see, the problems are all mine because a) it's perfectly reasonable to wait 15 minutes for someone to come out of the store to load the mulch I purchased (no one ever showed up, I loaded it myself -- yet again) b) the reason no one could tell me where the herbs were was because "we only get them in the spring?" Response to my statement that fall was a perfect growing season for oregano, rosemary, parsley, etc., was a repeat of, "we only get herbs in spring". Even if they had NO intention of changing their herb options, she could have at least said, "I'll pass on your suggestion to the management." No, she had a response to every one of my queries explaining why my expectations were unreasonable, and why all my concerns were simply my personal problems. The problem is that in the past half dozen years I've spent thousands of dollars at HGC -- much of it while holding my nose at the horrible attitude of everyone at their shops (I've been at three, and they all have no idea of how to provide even minimal customer service). Well, I have made a new resolution: I shall search out, drive great distances, and do all I can to avoid this sham of a landscape store. I suspect that a majority of their sales go to contract landscapers, and that they're really not terribly interested in my $2,000/year purchases. I'm betting that if you are a contractor, you have a direct line to their business, and customer service actually exists for those buyers. The beauty of a free economy is that I can vote with my feet, so no more trips to HGC. I, for one, will retire my trowel before I support their operation with another one of my dollars. more
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