Nice nursery but 1 Star because The so-called "top notch customer service" is non-existent; and after a recent very bad experience there and writing a polite e-mail expressing my concerns, I was never even responded to (which just further proved my point that their customer service is terrible. Something I may expect at a big box store, but at a "family owned" store, I'd expect more.
I have shopped at Green thumb my whole life- as a child with my family, and now as an adult with my own family. We have spent literally thousands of dollars there each year for personal and business (I've owned several businesses, my husband is an architect). Recently I was there shopping with my young son. We were both wearing face shields as we had NUMEROUS other times while shopping there. We were in the store for nearly an hour, I had a long conversation with garden worker about my vegetables. Inside I had another conversation with an employee about the right fertilizer to use. Then I waited in a very long line for no less than 15 minutes. During this whole time, I was never once told that their policy was only cloth masks. It was not until I got up to the cashier that she rudely told me she wouldn't ring me up without a face covering. I was surprised and told her I WAS wearing a face covering- obviously. Without saying a word, She left the counter and came back with 1 cloth mask in her hand and told me I had to wear that one. I told her I was already wearing my own face covering and did not want to take the cloth one she was holding. Without saying anything, she left the counter again, went to another register and left me waiting at least 5 minutes. I looked over and saw she was on a phone- I assumed calling a manager. I waited a few more minutes and she made no indication she was returning momentarily so I decided to go to the next register. When I got the the other register, that cashier told me the same thing. She told me she wouldn't ring me up without cloth over my face. She said she was calling a manager. OK- at this point it's ridiculous! I was 3 feet from the wide open doors and had been there waiting several minutes- much longer than if they had rung me up! It was obviously no longer about some fear of viral spread. She was standing at the counter staring at me calling for a manager. They were clearly not trained in any type of customer service but wanted to execute some type of control, as they were keeping me at the checkout even longer. I figured when the manager (Ayala) came over he would explain to the cashier that they were mistaken. But to my surprise he told me I had to wear their cloth mask! I said I had been there several times (and other stores) with this shield without any issues and had been in the store for over an hour that day so now that I've been at the checkout for 15 minutes you won't take my money unless I put your mask on? He told me yes.
OK It doesn't matter what your opinion is on which face covering you are comfortable with or the efficacy of any of them- which is a completely other topic. The issue is- This policy (which is different in every business) was NOT clear, (There are about 50 signs at the front entrance so to not see one is not unrealistic). AND The manager could have made this right by politely saying something like "I'm sorry that our policy was not clear to you, please make a note for your next visit that we require CLOTH masks", and rang me up and sent me on my way. Instead, they lost a loyal lifelong customer.
I usually spend at least a few hundred dollars each time but It was a fairly small purchase for me that day - maybe $50 - and he noticed- which made me wonder if he would've responded differently if it had been a bigger sale. Regardless, I left all my merchandise on the counter, went straight to Lowes (wearing my plastic face shield), and bought all the same items for about 25% less.
Anyway, I was pretty bummed because I have enjoyed shopping through the garden for years, and I e-mailed them afterward telling them of my disappointment, but I never heard back. Which only proved to me they do NOT care about their customers.
I have never been impressed with the front staff and their "customer service" (or lack thereof). They are NEVER friendly but what's also strange and ridiculous- if your phone won't load your email to show your coupon that you describe in detail, the cashiers will refuse to honor it, like you are trying to pull off some big heist without the magic coupon.
There is no reason to pay top dollar at a local business if the service is bad. Lowes or (Armstrong nursery for a more boutique-y) experience provide everything for less and without any hassles. read more