Toms River, NJ
I bought a new Ariens Snow blower from Homedepot.com and Blossom Lawn Center was the local dealer to assemble it and deliver it.
When they delivered it, the delivery driver "did not" use straps and as a result, the snow blower was damaged (Chipped Paint and Scratches in the Paint in several places).
There were also 3 other snow blowers that were basically banging against mine, combined with no Straps being used =1 damaged snow blower.
The owner at the time seemed helpful and so I thought everything would be fine. He offered to replace the front intake area and the chute as well, which I felt was wonderful.
SInce another snow storm was due, it was mutually agreed upon for me to keep the snow blower here until the brand new parts from Ariens came in.
When the parts came in, An employee named Marie called and I asked her point blank..."Are you sure that the delivery driver is going to bring ratchet straps?" She replied that no way would the driver make the same mistake twice, and I replied "the fact that he delivered a Brand New machine with no ratchet straps at all suggested there was a concern. She then said I was being paranoid, which was totally uncalled for and really made me wonder what kind of people Blossom Lawn Center hires.
I then asked Marie to please have the owner Ed call me at his convenience, as of this date, I haven't heard anything from Ed.
When the delivery driver came over to pick up the damaged unit , this same driver Still "did not" have any straps, only 2 pieces of rope. Rope is a poor choice for a tie down because it cannot be 100%
secured and will always have movement. Ratchet straps are recommended because they can be cranked down allowing no movement to take place.
I was shocked but yet at the same time not too surprised that this happened again. The driver clearly had no concept of safe transport.
Anyway, I immediately called Blossom and told them the story, I then gave the phone to the driver so I don't know what was said to him.
Since I was getting tired of all of this, I thought I would try to help the driver to see if there was a way to safely tie up all the machines just using ropes and some pieces of wood. I brought over some lumber and helped him tie up all 4 snow blowers that he had on the trailer and it appeared to look secure. But again, rope is never a good choice.
About 2 weeks later, it was delivered by a different delivery driver. It was strapped, wood and rags were used to protect it.
Everything looked secure and safe.
The driver was actually the mechanic, his name was Don, he was the nicest of all the employees and really seemed to give a damn. This was different on how I was treated by the owner Ed and the Customer service rep Marie.
Unfortunately after starting the machine, the headlight wasn??t working, it turned out the headlight electrical connector was hanging loose and the bulb was missing.
Don said that they may have the part at the shop and if so, he would have Blossom send the part out, which I appreciated.
About 1 week later, since nothing came in the mail, I figured I would give Blossom a quick call to check the status. Marie answered and when she realized it was me, she appeared cold and impersonal again, I have no idea why she would be this way with customers, it just makes the whole company look bad. She mentioned that they had to order the parts from Ariens and it should be coming soon.
Ed ??the owner? was great by replacing the damaged parts, unfortunately, he seems to hurry you off the phone quick which is not a good sign and he never did return that call.
I understand being the owner, that he would be real busy, however this was a rare problem according to Ed and a good test on how Blossom Lawn Center??s customer service is.
There customer service was poor in my view.
Marie ??the CSR? is cold, impersonal and pretty much rude every time I have spoken with her. How she still has a job there is baffling.
Don ??the mechanic? is the nicest one there and it??s too bad he doesn??t handle the phones as well, he actually cares about what he??s doing. Super nice guy and a great mechanic as well.