Bordine's of Rochester Hills — Attraction in Rochester Hills

Multiple negative experiences have shown me that this place doesn't care much about it's customers as it does its bottom line. Bordine's probably won't care about my review, but I hope it will help others steer clear of this place.

I purchased three lilacs from them in May 2023 - Avignon Beauty, President Grevy, and Beauty of Moscow. A few days later, the Beauty of Moscow started getting black spots all over its leaves. I took the it back to the store, and a staff member informed me it was lilac blight and that I could exchange the sick lilac for a healthy one. I refused to exchange it because the remaining Beauty of Moscow lilacs - ALL FIVE OF THEM - also had the same blight. When I asked for a refund, the staff then tried to persuade me to instead buy a bottle of fungicide from the store so I could treat the lilac at home. (Sounds like a nice profitable little scheme: buy a sick plant from us, and we'll sell you the medicine to make it all better, too!) I suggested to the staff member that if I was going to take a sick plant back home with me, then perhaps instead of charging me for it, the bottle of fungicide should be complimentary as a gesture of good will and good customer service. The staff member said that wasn't her decision to make. She went to her manager, who then went to her manager, and my request was turned down by top management. I was disappointed by the lack of compromise, and I returned the blighted lilac shrub for a refund.

I still was willing to give Bordine's the benefit of the doubt and even spent a considerable amount of money there these last few weeks. Well, no more.

Over the past weekend (May 2024), the President Grevy lilac I purchased last year bloomed, and the flowers are not bluish-lavender as they should be, but they are pure white! The shrub was not fully mature last year, so there were no blooms on it yet when I purchased it. I trusted the label on the planter. I called the store and spoke to a couple of staff members about the situation. Their conclusion was that the plant was mislabeled. A staff member Dakota and his manager Scott told me I had to dig up the lilac and return it to the store before they would exchange it for the correct lilac variety. The staff was civil the entire time, but their policy didn't sit well with me. I didn't feel like arguing, so I politely acknowledged their response and ended the conversation.

Digging up an established 3-4 feet tall lilac bush that's been buried in the ground for a year and then hauling it to the store takes up a lot of time and effort; it's difficult, messy, and a huge pain. I didn't receive what I paid for, and now Bordine's expects me to go through all this extra trouble before they will make it right. Bordine's policy is so inconsiderate of and inconvenient towards a paying customer.

I have a friend and a sister-in-law who own smaller garden centers, and I asked them how they would have handled my situation. They both couldn't believe that the Bordine's staff would make it so difficult for me. It's one thing to return an unplanted lilac shrub, but requiring me to dig up the lilac and bring it back to them before they would rectify their mistake surprised them both.

My friend said she would let the customer keep the mislabeled lilac shrub, and she would also offer the customer a 50% store credit/coupon or at least sell the customer the correct lilac at wholesale cost. My friend also mentioned that Bordine's is such a huge business, and with their wholesale purchasing power, she couldn't believe they were being so stingy over a lilac shrub.

My sister-in-law said this has actually happened to her in the past with three shrubs, and she replaced all 3 free of cost and allowed the customers to keep the ones they had already planted.

So now I'm resigned to keeping the mislabeled white lilac because it's simply not worth the effort of digging it back up and hauling it to the store. I'll be taking my business to the smaller Mom and Pop gardens centers in the area instead...

UPDATE! I did want to report that after the General Manager of Bordines (Heather) saw my review, she did call me and apologize for my experience. She was very polite and professional, and I want to thank her for extending me that courtesy.

I was very disappointed in Bordines this year. I went the Tuesday after Memorial day to buy around $1000 worth of perennials. I needed them delivered because I have a small car. There was no staff member around to help me, and I ended up picking out everything myself and filling two push carts. Finally when I reached the hydrangea section, I ran into David who was great and really helpful, but he left soon after being beckoned by his walkie-talkie. I pushed two carts to the checkout, and I told the young sales clerk that I needed delivery, peat moss, and root simulator. She had no idea what peat moss was. I finally pointed it out, and asked her how much I needed. {Blank Stare}. I finally tell her I will take the largest bag and that I needed the items delivered. We started checking everything out. I told her again I needed delivery (3 times I have said this now). We got to the end of my items, and I asked her again that I needed delivery added on. "Oh, you didn't tell me that. I have to cancel this entire bill, and you need to go to the landscaping gazebo for a delivery order form." So, I pushed all my carts out of the way (no help from the sales girl), and went to the gazebo. The employees in the gazebo kept trying to talk me out of delivery because it is "expensive" and basically that no one gets "just" perennials delivered. Really? I told them three times I have a Ford Fiesta and a bad back, and I needed delivery assistance. Well, no one in the gazebo can fill out a delivery form because "it is not their department," and the more senior employees were complaining that none of the staff was trained well this year. (Gee I couldn't tell when an employee doesn't know what peat moss is). They started calling someone on their walkie talkie. Finally, a lady from "perennials" showed up. We started filling out the form. I told her politely that the sales clerks do not know what peat moss is, and the "perennials" lady got a little miffed at me. She said "Well it is sphagnum peat moss. Not just 'peat moss.' That is why she didn't know what you were talking about." What???? So I asked Ms. Perennials how much "Sphagnum Peat Moss" do I need. I bought the largest bag, is that too much? {Blank Stare} I ask again. {Blank stare, "I guess so."} (P.S. my landscaper planted everything today. I have 3/4 of a bag of sphagnum peat moss left). Delivery day finally arrived. Two men delivered the items. One guy was super nice. Second guy was rude, he kept huffing and puffing like I was putting him out because I wanted the items in my back yard. Well, Mr. Rude discovers that I received 5 hostas and only paid for 4. I told him I was happy to pay for the one that was missing. I asked him to call a manager, and I would pay on the spot. {More huffing and puffing}. Finally, he said that he would leave the hosta and someone would call me for payment. No one ever called. I ended up having to call Bordines (spoke to David again, he is the only good employee there), and paid over the phone. Apparently $1000 bucks is not a lot to Bordines, and they are only interested in delivery (which is extra money in their pocket) if you are getting big trees delivered. Well, $1000 is a lot to me, and I expect better service at those prices. I have used Bordines faithfully for years, but they lost my business...

I purchased an artificial Christmas tree this November. I brought it home, spent forever assembling & fluffing it. I then realized a wire was completely broken & a strand of lights didn’t work. I had to disassemble it, get it back in the box, & I lugged it back to the store. A friendly gentleman was helping me in the tree area. He said they were out of that tree so I had to choose a different one. I picked my 2nd choice & they didn’t have the one I wanted in stock. The manager walked up as we were discussing. She told me I could drive to Clarkston to get it. After all of these inconveniences she wasn’t apologetic at all. They wouldn’t deliver it to me but she ended up saying she could have it sent to the Rochester store. So I could make my 3rd trip back there to pick it up. I thought Bordines was a high end nursery & they would treat their customers better than that. I get damaged goods happen but I expect a little sympathy & apology for my inconvenience & a little effort to make things right. She acted like I was inconveniencing her. So disappointed in the service...