The Plant Project — Local services in Dallas

Really upset I wasn’t able to get my plant in time. I originally placed an order on 2/1 for a Pothos N’Joy for pick up because I wanted it by 2/14 being 2 weeks away. I do understand with pick up orders, it takes time to process & fulfill the order. It is unusual for it to take over 10 days, so I called just to check the status because you just never know & I’m pretty understanding & i just wanted an update.

Finally on 2/10, I spoke with someone at the front desk just for them to tell me, “I don’t handle online orders so I have no idea.” I get it. People work in different departments, but that wasn’t exactly reassuring being that she still is a reflection of this business. She then just took my name & number down & said she would pass on the message.

I haven’t received a call or update. I am hoping I can update this review after I receive the plant, but the customer service i have received so far has been subpar. I really had high hopes for this place.

Update: (2/12) The owner Bree called & lets me know that it takes up to 10 days to process orders & it was included in the email (Completely understandable, I did miss it.) She also says that I was called for an update but my call log begs to differ. But her comments before the conversation even started & the way she constantly interrupted me as I was speaking is what made me give 1 star. I thought the reviews about her customer service skills were untrue because I understand the stereotypes that come with being a black woman but what I experienced today was completely unnecessary.

She started the conversation with, “I saw your review. I was wondering why you left a bad review on a black-owned business, especially being that you are a black woman.” Then proceeds to text me after we spoke. “Check your call log” as if I’m incompetent & didn’t express that to her already. I didn’t receive a call OR voicemail. She definitely went into this situation not looking to solve the issue but to prove me wrong, especially since I overlooked the 10-day processing policy. My original review simply highlighted MY experience of not receiving an update.

I originally deleted the review in hopes that the issue would be rectified, but the little “intimidation” tactic the owner tried was not only unnecessary but extremely unprofessional. I just wanted an update & to STILL support the business, but calling my phone to “check me” about a review was my last straw. I left a review based on MY experience, so being a “black woman” supporting a “black owned business” has nothing to do with anything. The same customer service expectations I had for this business are the same for ANY business where I spend MY money, if not LESS bc I understand the complexities of being a BLACK WOMAN in the world we live in, let alone being a black woman OWNING A BUSINESS. I am truly sad about this experience because I just KNEW the reviews couldn’t be true.

I simply just wanted an update & I did not receive that. I am so understanding but the way Bree spoke today is truly disappointing.

Thanks for the refund & good luck to...

So, I saw this place on twitter and had to make it my business to check it out because as a black woman I'm all about supporting black owned businesses but I was kind of disappointed in the energy I received, it wasn't very welcoming & the customer service was ok but there is definitely room for improvement in that area. Energy is very important & so is engaging with the people that enter your shop because you never know who is walking in, speaking as someone who has a huge following & influence on social media. I think as black people we need to work on our customer service skills because i find that we often lack in that area. Not saying you have to sound like a perky white woman but maybe try being a little more personable because that can go a long way. Also, it would be helpful if the plants had cards placed in front of them giving a brief description of the maintenance required and the name of the plant for those who are not familiar with plants in general & maybe some signs put up to give people better direction when they visit. I wish my first experience here had been better but maybe it was just an off day so for that reason I still bought something because I came to support regardless. I hope as the owner you take this as constructive criticism as opposed to taking it as an attack because this is far from that, I know we as black people don't get the same grace as a lot of other people especially as black women and this review is in no way intended to deter people from supporting your business because I still intend on buying more plants from your shop & you're not even the closest plant nursery to me lol but like I stated before it could've just been an off day and we all have those. We're human. I just thought I'd let you know what I observed and what could use improvement because I genuinely want to see your business flourish & I'm rooting for you. Your shop is beautiful...

I have purchased from the Plant Project about 2-3 times. Although it has been a pleasure to support such an amazing small business birthed during a pandemic, I believe the customer service is lacking. I ordered two plants for local pick up and was informed it would be 7-10 business days. Once I received confirmation, I was confident that meant my complete order was ready for pick up. When I arrived to pick up my order it was incomplete without any notice being made to me, which was fine, as I was assured it would delivered to my home the following day…The following day, I decided to give the store a call to see what time it will be delivered to ensure someone was home to receive the package. During this phone call I felt a sense of unprofessionalism. The owner expressed to me how she is going through things (I will not share here) which is UNDERSTANDABLE. Life happens. However, telling a customer “I am not in a rush” to deliver on something you promised a customer is unprofessional. The way you deliver a message can take someone a long way. I never would’ve asked for a refund if I didn’t feel valued as a customer. I have worked in retail/customer service for over 8 years and even have a degree in merchandising. There was no apology issued or even some type of customer discount for future purchases. Including, based on reading some of this business negative reviews….everything does not need a retaliation response. Learn to take constructive criticism, apply it, and learn from it. I believe there’s no need to clap back or “have time today” at every customer that did not have a positive review. This is a public platform that everyone can see which can affect your business in...