Complaints

This profile includes complaints for Ohio Mulch's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Ohio Mulch has 39 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ohio Mulch

  1600 Universal Rd Columbus, OH 43207-1733

  
• 

  Ohio Mulch

  4710 Dues Dr West Chester, OH 45246-1011

• 

  Ohio Mulch

  4710 Dues Road Cincinnati, OH 45246

• 

  Ohio Mulch

  3739 Hauck Rd Cincinnati, OH 45241-1607

• 

  Ohio Mulch

  4710 Dues Dr West Chester, OH 45246-1011

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking for a new charcoal grill. I did a a Google search and found a great little grill for sale at $60 at Ohio Mulch. I clicked on the advertisement and went to their website, added the grill to my cart, and checked out. A little more than a week went by and they had not contacted me with shipping costs, as my receipt said they would. Then, I received an e-mail from ********** **** ******** ** ****** ****** where she states, "Through the website we do deliveries only, but a delivery fee was not charged on your order." If their site is only used for delivery, why is there an ordering page with a shopping cart and checkout? Then she offered me a completely different grill for $187, stating that the $60 grill was not in stock. This is classic UNETHICAL bait & switch tactics. I would bet they never had a $60 grill, or only had one and sold it immediately. Why is it available to purchase online if there are none in stock? When will it BE in stock? Why didn't she offer to special order it? Or notify me when it would be in stock? Either way, I ordered a grill and received a confirmation e-mail with an order number. I expect them to fulfill the order.  

  Business Response

  Date: 11/15/2024

  Mr. *****, I apologize for your confusion with the on-line purchase, we at Ohio Mulch streamline the on-line ordering process in an effort to clarify any applicable fees for any down stream services that may be required to solidify your order. Please review the attached addendum that you acknowledged during your on-line purchase that clearly identifies in bold print all on-line orders are for delivery only. We truly are sorry for your frustration , we do have a grill that you ordered in stock at our Lewis Center Location that can be shipped to you, if you agree to the conditions of the on-line document that was acknowledged by you at time of your purchase.

  Please do not hesitate to contact me directly at [email protected] or ###-###-####

  We truly appreciate your business.

  Business Response

  Date: 11/15/2024

  Mr. ***** , please review the photo of the grill that is in stock and can be delivered .

  Customer Answer

  Date: 11/15/2024

  I am rejecting this response because: There is no offer contained in the response. All they suggest is that I consider the $187 grill instead of the $60 grill they advertised. That's akin to telling me they don't have a *****, but would I consider a *****ri. The bait and switch is the heart of my complaint. And their reply is that I should be happy with the switch? They are unethical and unprofessional and I promise to share this story in every social media outlet available to me. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:08/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered 115 bags of mulch for $455 to be delivered on June 7, 2024.I called on June 7 in the late afternoon when the mulch didn't arrive. I was told our delivery date wasn't guaranteed. Unfortunately, I did not see the note on the invoice for the extra $30 to hold the day. Since we live within 2 miles of a Cincinnati store, I was quite surprised that this was an issue in the first place. The delivery arrived in the afternoon of June 8 (after being promised first thing in the morning). The load was properly dropped on my driveway. However, the fork lift truck leaked oil up and down my concrete driveway. I have attached a few ***************** for your reference.We ended up with 18 extra bags. So I called on June 12 to inquire if I could return them. I was informed I was able to bring them back to my local store.On Saturday, June 15 I brought the bags to the ******** location. Unfortunately, since this was an online order, they were unable to help me. They gave me the corporate phone number which was never answered. I left several annoyed voice mails that day and I did not get a return call.On June 18, I emailed the company requesting the ability to be refunded for 18 bags when I next visit an Ohio Mulch store. AND I requested to be reimbursed for the damage to my property.I believed fair compensation was a refund for the 18 bags (about $59 once I return them) and a refund for the delivery fee ($130).I was able to refund the extra bags. But, the company was unwilling to refund the delivery fee. Instead they promised to pay for a pressure washing company to clean my driveway.I agreed. Its now August. They have had sufficient time to find and hire a company to clean the mess they made. I have no trust this company will follow through on their commitment. My communication with Ohio Mulch is 1-sided and they consistently ask me to be patient.Id like your help to encourage them to maintain their commitment and put their customers first.

  Business Response

  Date: 08/04/2024

  Mr. Born, my name is ***************** Director Of Retail Sales ******** with Ohio Mulch, I am truly sorry for your frustration that was instilled with the delivery of you product, we pride ourselves for over 40 years to value our customers and their concerns and it is clear that we missed the **** on providing a high level of customer service on your delivery. I will pull your order and look through the notes and most importantly I will assure the reimbursement took place on our end for the 18 bag return coupled with looking to reimburse an amount that is fair for the power washing of the hydraulic oil left on your concrete driveway. 

  We appreciate your business and apologize for the frustration this process has caused, if you should have any additional concerns or questions reach out to me ***************** at ************ or ********************************* and I will help.

• Initial Complaint

  Date:06/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered sod on May 18th, 2024 to be delivered to our house on May 20th. We noticed a problem with the area we were planning to lay sod on as a potential septic systems issue and needed to cancel our order. I called back on May 19th and they stopped the order and said a refund would be issued by a manger. It wasn’t. I called back 3 more times and no refund has been issued. The last call placed to the store was referred to someone in their cooperate office. When I called cooperate, the person who handles those issues was out of the office and I left a voicemail. A month later and I still have not been reimbursed (today is 6/18/24)

  Business Response

  Date: 06/23/2024

  Ms. *******, I am sorry for the frustration and delay, I will look into this first thing Monday I will confirm the delivery was not performed and if not I will make the refund to your account the same day and send you an email confirmation. Thank You for allowing us the opportunity to confirm and rectify this issue,

  Customer Answer

  Date: 06/30/2024

  I accept the business's response to resolve this complaint. Thank you for helping us with this issue. We greatly appreciated it! The matter was resolved very quickly 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:05/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 220 tons of sandstone boulders on 7/13/2023. The delivery of 80 tons took place the following days. The order was then closed on 9/11/2023 after receiving 80 tons. I called ***************** to find out when to expect the next delivery. He told me that it was too wet to drive in the backyard so he would be in touch next week. I waited patiently but received no communication. I started to call his number but he did not answer his phone or return my voicemails. I had no choice but to call my bank and have the transaction reversed which they did and then magically I started getting phone calls from the owner and ***. At this point they had only delivered around 80 tons of boulders. *** said sorry and I accepted his apology thinking I would get top tier service from this point forward I called my bank and reversed the chargeback. What a huge mistake because now I sit here writing this with only 170 tons of boulders a few of which aren't even sandstone boulders at all and are actually globs of concrete that they must have decided was good enough to pass as a boulder lol.I've contacted the help desk at ohio mulch and left multiple voicemails for the director but the only response I have received is Good ol *** telling me that he completed the order and that he would be out to go over the order with me. He missed our appointment on monday which it was memorial day so I understand so I contacted him but he did not respond. I just am at a loss and have only a few other recourse actions at this point before pursuing further action I wanted to try and solve this amicably.Recap: 220 tons of boulders ordered on 7/13/2023, delivered 80 tons and then sent an email saying order complete. Made a chargeback credit card was told sorry and delivered another *********************************************************************************************************** Multiple phone calls later *** says the order is complete. Provided no documentation and had lied multiple times.

  Business Response

  Date: 06/02/2024

  ****************, I am sorry for your misunderstanding you have with your purchase , I have worked closely with you throughout this process, we have brought many semi loads and straight truckloads of flat chunks and boulders to your residence. You had requested that we bring the final delivery of stones in large flat rocks do to the top structure of your pool project requiring specific size and shapes requirements, although this was not part of the original purchase we agreed and excavated these rocks and delivered them last year to finalize your purchase, upon delivery of those boulders I instructed you that the project delivery was completed and you agreed. Now it is now almost 7 months later and you are stating that we shorted you boulder tonnage. I called you and spoke to you and you indicated that you counted the weight stamped on the pallets and it appears you were shorted . I communicated that I delivered each boulder to your property and do to the collapse of many pallets attributed to your delivery site and requirements coupled with the size and weight of these boulders the collapsing pallets were removed an the boulders were transported the rest of the way down the 6-7 foot drop area in your back yard then these boulders were combined on other pallets or just stacked on the ground.  **************** as you are well aware the delivery of these boulders were not typical, this is because of the size of your driveway being not long enough coupled with the *** requirements and neighbor complaints you were in need of moving these pallets to the rear of your property which had very difficult delivery concerns.  Your request would require a special machine do to the grade of your back yard, although this would alleviate the *** restrictions the delivery process would be difficult and challenging and we not only agreed to perform the delivery we would do it at no additional charge.

  I spoke to you several days ago and indicated I would stop out to discuss with you your concerns on shorted product and I did , I walked the boulders and called you to see if you could come out to the back yard since you worked from home and speak with me so I could clarify any concerns you might have had you indicated you were not there but would call me to reschedule a time. I am more than willing to overcome your objective, we delivered the require tonnage of boulders to your residence we also accommodated your request to deliver your product to a challenging property site at no charge . We have served communities in and around **** for more than 40 years and truly appreciate your business ! I appreciate that you ordered product prior to really understanding the scope of the project but yet we still altered your generic boulder order to accommodate your project requirements. Please review the attached photos that provide a visual aid of the scope of the project and the volume of product delivered.   

  Business Response

  Date: 06/02/2024

  These are a few of the actual photos delivered to ******************** Property and the illustration of the property transition to the true delivery point.

  Business Response

  Date: 06/02/2024

  These are a few of the actual photos delivered to ******************** Property and the illustration of the property transition to the true delivery point.

  Business Response

  Date: 06/02/2024

  These are a few of the actual photos delivered to ******************** Property and the illustration of the property transition to the true delivery point.

  Business Response

  Date: 06/02/2024

  Pictures of what **************** is planning on building .

  Customer Answer

  Date: 06/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21767880
  
  I reject your response for the following reasons:  Unfortunately, your response is incorrect. In our phone conversation, you assured me that you would let me know one hour before you arrived and that you would be there on Monday. You showed up without notice on Wednesday. I don't exclusively work from home and I can be away at any time. That's why like the rest of the world we schedule meetings we dont just show up out of nowhere thinking people will be home. Also we answer our phones and we don't lie to our customers. You also did not knock on the front door so that my wife could talk to you.
  
  You never brought the large flat rocks. You never answered for the blob of concrete you delivered. I'm not even sure this is *** so whoever you are I would ask that you show proof you delivered 220 tons of boulders. I have painstakingly gone over every boulder and have 178 tons. I have it all listed and written down with pictures. According to you I took 7 months to complain about this issue but  that is not the entire truth. We went back and forth for 3 months while I had 70 tons of boulders in my back yard. You said you would order larger boulders and rent larger equipment and come back with large flat top boulders. Your worker came and delivered boulders with the same equipment. Also he did not deliver flat boulders like we discussed.
  
  You said the delivery was made difficult because you had to move the boulders into my backyard. The 6-7 foot hill is spread out over a large distance and everything is very open with plenty of space. Maybe because you viewed the delivery as difficult you decided to short me on boulders to pay for the extra delivery distance. If so you should have made that clear so that I could have just had a different person move them from my driveway to my backyard. I have attached all boulder weights for every single boulder and the total amount it equals too. Please provide me with your documentation showing proof you delivered 220 tons. I would think that you got receipts showing weights so that you actually know what you are delivering. 
  
  Regards,
  
  *********************

  Business Response

  Date: 06/04/2024

  ****************, you were never Lied to at any time the product you ordered was delivered and the request for additional flat stones you requested if your memory is altered were on site as I walked the inventory at your home on Wednesday as described in the aforementioned response. Although, you are correct that I did visit your home and walked the inventory of delivered products on Wednesday. I will reach out to you this week and we can walk the product and I will address your concerns .  

   

  Thank You

  Customer Answer

  Date: 06/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21767880
  
  I am rejecting this response because: He has not reached out to me as of 6/6/2024. They have not been able to produce any documentation supporting their claim that they delivered 220 tons. Although I have already spent 2 hours of my own time cataloging each and every boulder, (minus the clump of concrete he brought me) I am still willing to go through each and every boulder with ***. My opinion is that to make up for the extended delivery they shorted me by 42 tons. ***'s definition of flat rock is inaccurate as I showed him pictures of what I needed and he did not deliver. He also stated he would need to rent larger equipment to move the larger flat rocks. None of those things occurred and I had to perform a chargeback on my credit card just to get him to bring out more of the rocks I was owed. The end result was a delivery from a different employee and then no communication or any kind of receipt or documentation was provided.

  I guess if we as customers are willing to accept ***'s word that we received what we paid for than it would have been much easier if he actually setup meeting times. Maybe if he actually communicated his intentions or delivered products as promised and I didnt have to do chargebacks and talks with the owner of ohio mulch then it would be easier to trust *** at his word. The reality is I did have to do all that and i'm willing to continue forward until I get my additional 42 tons of boulders or a refund for the 42 tons owed. 

  Regards,

  
  *********************

  Business Response

  Date: 06/07/2024

  Photos related to delivery.

  Business Response

  Date: 06/07/2024

  Photos related to delivery continued.

  Business Response

  Date: 06/07/2024

  Photos related to the delivery continued.

  Business Response

  Date: 06/07/2024

  Photos related to the delivery continued.

  Business Response

  Date: 06/07/2024

  Photos related to the delivery continued.

  Business Response

  Date: 06/07/2024

  Photos related to the delivery continued.

  Business Response

  Date: 06/07/2024

  Photos related to the delivery continued.

  Business Response

  Date: 06/11/2024

  **************** ,  as per my follow-up to your concern I indicated that we would set a meeting and it was set for last Saturday 6/8/24 at 10am . We met for approximately 2 hours going through each stone marking them and finalizing the delivery predicated on your original purchase. The amount of product purchased was 220 Tons after our count we shipped 225 boulders at ****** pounds which equated to ******** Tons which was over our obligation predicated on the original purchase order. If you should have any additional questions or concerns please feel free to reach out to me personally and I will help. Thanks again for your business.  

  Business Response

  Date: 06/11/2024

  Email communication with customer following up on 6/8 in person visit with him

• Initial Complaint

  Date:05/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Description: Constituent is having issues with Ohio Mulch. They delivered a defective product. The mulch was smoking. He reached out and was told someone would contact him in an hour. He has not heard back. No Atty OHIO MULCH **** ******* ** ************ ** *****

  Business Response

  Date: 05/09/2024

  Mr. ****, I truly am sorry for the frustration on your order, we live in a clay base soil reign and our soil is nutrient deficient this is why most customers in these locations choose to use a hardwood organic mulch which composts and feeds the soil each year. I came out and looked at the product and found it to be composting as it should with great grind consistency, although some of the mulch had already been used we went ahead and picked up the remaining mulch left on his drive way and brought him the entire amount of the original purchase with the high quality mulch that he had  purchased . Mr. ****, reached out to me after the replacement mulch arrived and said thank you but now I have too much mulch because I had used part of the mulch on the original order. I told him to use what ever he needed and I would come back out and remove what was left over and he agreed . Mr. ****, we truly value your business and appreciate your patience.

• Initial Complaint

  Date:05/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 45 bags of mulch, upon trying to buy the bags of # 1942 the counter guy at the west columbus location near grove city tried to talk me into buying bulk and getting delivery due to him not wanting to load bags, a red bearded guy that is heavy set. I pull into the lot and he came to help me. To make a long story short he was loading the bags to me and he kept falling into the side of my brand new truck putting a slight crease in my bedside. Also a scratch with his watch. I heard my bed side pop and gave him a look and he stopped using my truck to catch his balance. Im upset because it was very careless and you have a no damage clause hanging in your store. Also, he was complaining about other customers to customers. I have always bought my mulch from Ohio mulch. The mulch is great. Im upset because they did not want to load my stuff obviously, and then the carelessness puts a crease in and scratch on the passenger side bedside of a 2024 chevy Silverado custom. This was 8:30 am on May 2, 2024. I bought 45 bags then came back and bought 10 more. The incident happened when I bought the first 45 bags. I know there is pretty much nothing that can be done. I would like to say my experience last year was far better then this year in regard to service and the fact that last years crew respected my property.

  Business Response

  Date: 05/08/2024

  Mr. *****, I wanted to thank you for your feedback on the experience you had at our west location, we truly work hard to assure that the experience at our retail locations are conducive to a very positive outcome each time we serve our customers. I watched video on May 2 of you and my manager speaking about the purchasing of 60 bags of 1942 triple processed black mulch. The question was raised will the manager load a full skid of mulch into your truck using the forklift. The manager indicated that the damage that the pallet would cause by scratching your bed or possibly denting your tailgate would not make it possible for us to perform your request, he also showed you a disclaimer showing examples of damage created during the process. At that time you viewed the product and walked back to our counter and ordered your mulch and the manager went out and loaded the bags handing each bag up to you as you stood in the bed of the truck stacking them. I did not see any stumbling or tripping of the employee, the bags were close to the truck and he would hand each bag to you as you were no more than 3 feet away at any given time. We truly apologize for your frustration on the non loading of product by a forklift, however with over 40 years of experience serving our customers we have learned that what saves us time in the loading of products may cause our valued customers frustration with damage to there vehicles therefore we have eliminated the process and chose a safer alternative.  We appreciate your business and value your feedback.

  Customer Answer

  Date: 05/16/2024

  I am rejecting this response because: 
  I never asked him to load my truck with a fork lift. Do not put words into my mouth 
  Regards,
  
  **** *****

• Initial Complaint

  Date:04/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered one pallet sod from Ohio Mulch on 4/1/24. We originally received an alert that it would be delivered 4/7 but then were notified that it would be several more days. Since this time, delivery has been rescheduled 4 times. Each time, we have been told it is on the truck and out for delivery. We have been given various excuses in that time and been kicked around from corporate to different locations just to find out it hadn’t even been cut. When we called last night they told us that our order was on the truck and would indeed be delivered before they returned to the store only for them to call back and tell us it hadn’t been loaded. They then told us we would be the first stop this morning. This is a prepaid order that they have essentially held hostage for over 2 weeks and refuse to answer questions and in some cases it seems like lie about where the order is.

  Business Response

  Date: 04/19/2024

  ***** ******, I truly am sorry for the delay in your sod order, it is very difficult during the spring time when cutting fresh sod due to the amount of rain that we have received in our reign. The level of precipitation depicts the times that we can get into the fields to cut the sod. If we enter the fields when it is wet it will destroy not only the sod but the subbase as well. I spoke to my store manager and the product has been delivered and apologize that the communication from the sod farm and the delivery staff was a challenge due to the thought that they might be able to cut that day and when they drove inito the field it was too wet. We at Ohio Mulch value your time and your business and apologize for any inconvenience this may have caused. 

• Initial Complaint

  Date:03/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased bags of mulch on this location (Roberts rd) just before the sale went off. I came to the business and asked if I can get a few extra bags for the price difference. I was denied, so I returned the mulch that I brought before. I was told first that I cannot it return at al. After I pointed to the return policy, I was allowed to bring it back. After I brought it back, I was informed that the entire amount will be returned in the form of gift card, even though, partially, I paid by a credit card. Finally, I was told that the refund is made partially by credit card and partially by old gift card, that I already discarded. Moreover, I was not provided by the return receipt that shows the refunded amount to credit card. The store workers are not knowledgeable, for every small step they called to different numbers, so the entire process took me over an hour. I am not sure that the return is processed and how I get my money back. Horrible.

  Business Response

  Date: 04/01/2024

   Mr. *******, I am sorry for the confusion on your order . We have on line pricing menu that activate different products throughout the month in an effort to incentivize our valued customers who may use these products to schedule deliveries prior to our hectic times of our delivery season. We always pride ourselves on working with our customers on concerns with differences from in store pricing versus our on line prices keeping in mind our customer satisfaction approach is paramount . When an on line purchase is made the products will be shipped from our corporate production facility which minimizes our cost of delivery allowing us to provide more value in this type of purchase option. We credited the gift card but you were frustrated and left forgetting to take your card with you, therefore we sent a copy of this card to your email address and are mailing the original. If you should have any additional questions please do not hesitate too reach out to me Ron Frost at 614-774-0992.

  Thank You for your Business !

  Customer Answer

  Date: 04/02/2024

  Thank you for the reply. You were misinformed. I did not leave in a rage, quite in opposite, I was demanding a new gift card either physical or electronic and I was denied to have it. Also, I never receive receipt that partially my payment was returned to the credit card, so please provide me with that one too. In general, your representative knows nothing, every step was asked, I spent over an hour returning bags of mulch. Ridiculous, isn't it?  

  
  Regards,
  
  ****** *******

  Business Response

  Date: 04/05/2024

  *** *******, I am truly sorry ,and yes training new people can become difficult at times especially at the beginning of our season. I will send you an email of the credit as well as gift card information coupled with the fact I have spent a good amount of time educating my staff on what to do in these types of situations moving forward. If you should have any questions or concerns at any of our locations please feel free to call me direct , I will expedite a solution to any issue you may be faced with my direct line number is ###-###-#### my name is Ron F**** . I truly appreciate your business and value your patience.

  Customer Answer

  Date: 04/08/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  ****** *******

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 7 yards of top soil on 4/14/24,to be delivered 4/21/24 (order******), for $370.81. As soon as I placed the order, I realized that I didn't see a place to insert delivery instructions. I emailed them right away. Crystianna R*** told me to email them to her and she'd make sure the driver got them. I requested that the soil be dumped in my garden area beside my garage. I came home on 4/22/24 to find it dumped in my gravel parking area in front of one of my garage doors, subsequently blocking my truck in. After quite a few phone calls, we finally contacted Ron F**** the sales manager. He said if we moved the dirt he would bring a load of gravel to fix the parking area. I advised I wanted the dirt moved by them as well as this is why I paid to have it delivered. He told me they would do that. I never heard back. I made several calls and left messages. I even called from different numbers. I never got a response. I waited for a response for a few months and finally had to move the dirt myself by hand. I had to wait that long because I was dealing with a shoulder injury. I'm very disappointed at the lack of response or genuine concern. When I ordered from them, I did not expect this to cause me more work or having to have my parking area repaired. It is still a mess from the dirt

  Business Response

  Date: 01/31/2024

  Mr. ********, I became aware of the situation well after the product had been delivered and reached out to the phone number as listed on the original order and spoke to your wife about the location of the delivery. I indicated to her that we have a well established delivery process for that has evolved over 40 years of performing tens of thousands of deliveries each year. This process de[pends heavily on the delivery information being input by the customer at time the online order is taken , this information is a critical component since many of our delivery's are performed in close time slots in correlation to when the online orders are placed. The drivers delivery copy will mirrors the original order and unfortunately your order did not have any delivery instructions , therefore the driver used his best calculation on the delivery placement.   The concern I shared with your wife right upfront is that the drive area where the product was delivered was located on gravel and the movement of the product would be unable to be cleaned completely and would have gravel comingled within the product being moved. I suggested that if you moved the product Ohio Mulch would provide the 57 limestone that would be needed to redress the areas affected by the product, you indicated that you would need to speak to your husband and see if that would work. Mr. ********, I am still willing to provide a scoop or so of the 57 limestone to redress the affected area on your driveway if this will work for you.

  In closing we truly appreciate your business and value your patience.

  Customer Answer

  Date: 02/01/2024

  As soon as I noticed that I hadn’t added delivery instructions on the online form, I contacted C. R*** by email.  She assured me that she would get the information to the driver. Mr F**** said that he became aware well after. This is because I kept getting the run around from everyone I talked to until my wife talked to C. R***. she put him in contact with Ron F****. She also told her that she may not have gotten the message to the driver. He’s saying the driver used his best judgement dumping the soil in a gravel parking area. This blocked my right side garage door subsequently blocked my truck in. My unplanted garden area was in plain sight of where he dumped it. This is where I requested it to be dumped in the first place. Ron said his concern with moving the soil from the gravel to where I wanted it is that it would make a mess co-mingling the soil and gravel. How would that be more of a mess than I have now from the soiI being dumped there in the gravel. It wouldn’t have been co-mingled in the first place if it had been placed where I requested to have it placed. I called Ron and spoke to him on the phone after my wife talked to him. He agreed to move the soil and bring gravel in. He said this would be no problem. He said he’d call me back. He never did and I was never able to get back in contact with him after leaving several messages. 
  Regards,
  **** ********

  Business Response

  Date: 02/02/2024

  Mr. ********, I apologize for your frustration, it is difficult to manage at times any delivery without the a completed instruction page filled out by the customer. The online order is sent to a delivery program which coordinated each delivery by store and product as well as bulk or bagged requirements by location. Your order was populated on April 14th at 8.40 AM when the order missing the delivery instruction was initiated , you then sent an email on April 14 at 9.31 AM asking if you could add delivery instructions, unfortunately we did not receive any instructions until April 20th at 4.34 pm. The delivery was slated for April 21 and by the time we received your instructions the order was sent to the driver for the next days delivery. Crystianna, sent the notes to the system for update however the order had already been dispatched for next days delivery. I am willing to try to partially correct the situation as a good will gesture by delivering gravel necessary to restore the comingled driveway area.

  Customer Answer

  Date: 02/12/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:12/20/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday Dec 13 we I telephoned prior to placing an order and spoke to K####. It was explained that trucks could not go off of driveways. I asked if we would be notified when the delivery was on the way. I was told yes. I placed the online order for 8 Cf Com-til, 8 CY of mulch, provided a 10% tip in advance, the website requested one) and requested delivery for Thursday Dec 14. There was no place on the order system to designate a delivery location. At the time the order was placed I telephoned and left a message at the number i previously called, 614 445 4455 and sent a message through their contact system providing delivery location instructions. Their website provides no customer service contact options for orders. On Thursday morning without receiving notification i looked out the window seeing the final stages of the com-til being delivered in a way that blocked all parts of the driveway. I immediately called 614 445 4455 and fortunately was able to reach k#### again. I requested that the mulch be cancelled and that we be reimbursed for the mulch that had not yet delivered, and the tip. i was assured it wouid be. The mulch was not delivered. My husband had to take most of the day off work to immediately move the Com-Til (we have a son with a disability and the placement of the soil prohibited him from being able to be dropped off safely AND for the large van to turn around in a safe location). Since that date we have not received the reimbursement nor have we had multiple calls returned or received a response from the contact resolution request i submitted. No one is picking up the telephone now at the location that corresponds with the telephone number where I was reaching K#### - 1600 Universal Rd col.. We seek reimbursement for the mulch we did not receive, and for the tip that was not earned. $309.85 incl tax Mulch #410 8 CY 29.99 each total 239.92, tip $51.98, taxes $17.95 We did not receive a receipt from this business

  Business Response

  Date: 12/21/2023

  Mrs. ******, I am sorry for your frustration with the product placement , as we spoke yesterday the on-line order did not have the delivery instructions listed on our delivery order, therefore the driver placed the order in the most likely place taking in consideration the residence layout. I indicated yesterday I would have our staff refund the product which had not been delivered and as of 3pm December 20th 2023 the amount of $257.92 has been deducted from our account for your reimbursement. If you should have any additional concerns please do not hesitate to reach me Ron F**** directly at ###-###-#### and I will help you. We truly appreciate your business and value your patience.

  Customer Answer

  Date: 12/22/2023

  I accept the business's response to resolve this complaint; however, there is no option to state a delivery location on online orders.  I appreciate the BBB action on this and Ohio Mulch’s as well 

  
  Regards,
  ********* **************