Seasonal Specialty Stores — Local services in Amherst

This was our second purchase with seasonal. The first time 2 years ago we walked in to buy a patio set. After we purchased we were told to call 48 hours before picking up our order. We hadn’t been made aware we couldn’t bring it home that day and were disappointed especially since it was a long weekend and they were closed for the holiday. Picked up the order later that week. no issues but still annoyed.

We returned this summer despite the previous encounter expecting to have the same issue.

Here’s where my review becomes complex.

Decided to buy a pool in July (7/7) They were having a 25% off sale, sweet. But the sale ended that day so we felt rushed to make a decision. Purchased the pool and were told to call 48 hours before picking up. During that week as we worked to clear the space we decided we wanted a bigger one, and since the return policy was as long as it hadn’t left the building yet and was within 30 days we could return it.

So we went in, 7/14 now pools were 50% off! The pool guy worked to get the exchange and new sale price handled, we ended up with a store credit. Fine no problem!

We even went back and forth on a different liner option and the manager (who seems to be the only person who knows or is authorized on how to do just about anything there) was helpful in ordering the liner there was some phone tag and inevitably we ended up canceling the replacement liner when we determined it wouldn’t be needed. but the manager handled it all and we were happy.

Again we were told to call 48 hours before picking up our order, and that orders need to be picked up within 30 days. Spent another 1-2 weeks preparing the area, called with more than 48 hours notice that we would be in to pick up the order on 8/7.

8/7 we go in and everything is there aside from some fittings they had to find AND OUR PUMP AND FILTER! Super annoyed that we were told to give 48 hours notice to pick up the package but were given no notice that critical components weren’t there. But completely understanding that things happen. Warehouse guy said “hopefully by the end of the week” 8/13 our installers came to set up the pool. Still no pump/filter, I called that day and was told the manager would call us wednesday AM. No call, that’s fine people get busy. Thursday 8/15 I call. manager is immediately familiar with the order I was calling about and reassuring me that “we are not just keeping it from you, we just don’t have one but i am working to get you one today”

i thanked her and let her know we understand this isn’t her fault, but it is her job to fix it. Not once were we informed these pieces wouldn’t be there when we provided the requested notice to pick up the order, and we had to wait over a week and call almost daily to get it remedied. I’m not in love with the fact most staff seem completely unable to help and everything is left to this one manager to handle and that things weren’t available when we went to pick up our order… or the fact their prerecorded phone message when you call claims you can take items home with you when everything we’ve purchased so far has required 48 hours notice. But prices are ok and the manager does do what they can to make the customer...

We went into to buy patio furniture (large table, small tables, lounges, a couch and chairs) a fairly large purchase with another purchase in the future equally as much or more. The sales associate/manager Keith was very kind and pleasant but when my husband wanted to show me the furniture prior to making a large purchase he failed to mention to husband that the pricing would change.

When we went in to final purchase and so I could verify things we were told buy the employee on the prices were different. When I asked if anything could be done since we were t informed but understand mistakes happen, he went the stores GM and the GM told him to come out and tell us no. I asked to speak to the GM Steve and he was refusing to speak to us. I finally told them that I was a business owner, my self and that if a client wanted to speak to a manager and the GM and then eventually me the owner that that is exactly what would happen so he finally came out and told me that there was nothing he was going to about it and would give us a call later. Steve the general just called now 3 days later, told me today and at the store that he was the end and nothing could have been done that day or today or towards any future purchases.

There is always something that can be done to rectify a situation and if not making a customer wait 3 and half days shows them that your business doesn’t mean much to them.

That day we called another local place that ended in the end with the same products at a lower cost (without a sale) and they will be receiving our repeat business. (This business knows the name of their competitor but I do not want to say it here out of respect)and hopefully this store can make some changes to how they treat customers.

Upon talking to this other store they often hear this complaint and even when we were leaving Seasonal clients that overheard came up and said the way we were treated was not kind and he was contemplating doing that business transaction with them or future business with them just solely based on the interaction that he saw.

Beautiful products but these brands can be bought for the same price or less at stores with better customer service at this time. Hopefully they take the necessary...

Well I explained the law to your debt collector. If you would like to back up any of your claims you made in your replies in court, I'd love to hear from you.

Eric,

On the 22nd of May one of my tenants purchased a small bucket of tablets from you. They give the property address of the pool when asked by your staff. At some point you dispatched a letter to the property which had my name on it, so it went in the stack with others awaiting eventual delivery. (Letter contained explanation that you lost my payment, about $150, and wanted me to resubmit it.)

In the course of about three weeks you opened a new ticket with my name on it and then sent it off to a collection Agency? Please tell me I am wrong and this is a misunderstanding. You didn't actually send an account that has been open and active every spring-fall for the last decade and even sometimes when I needed snow melt, to collections without ever making an honest attempt to get in contact with them? An account that has stuck with you despite your HORRIBLE post pandemic service, because, "These are good folks and I want to see them stick around." An account that you could have taken one look at and thought to yourself, "I will ask him next time he is in."

I am shocked and appalled honestly. Not even the decency to wait 30 days from the original transaction to forward it to a collection agency? I think if you made even the slightest effort to get in touch with me or him beyond one letter, a much more agreeable resolution would have been received.

I am really disappointed to see what your service has come to. Things were bad in the showroom, but I would have never thought something like this would come straight from the top. Best of luck to you and your staff. It really was the best imaginable...