[JohnN]

like most nurseries , you take your chances,

they have nice stuff, but pricey.
and seldom do I take the word of a clerk,

the Fla extension service or the Master Gardener clubs are much better.

[LovingLife]

Ouch; I've been publicly flogged. I'm the manager at Fairfield Farms and take full responsibility for williep's complaint. While most of what williep posted is what I recall happening at the store, there are a few omissions and one slightly different memory. I respectfully submit that I said the sales persons should have not said the oleander caterpillar would kill the plant; not that the product shouldn't be used. I also offered full recompense in the way of store credit which williep declined, and reviewed the bolded all sales final on the bottom of the store receipt.

In hindsight, and based on the level of customer aggravation, I should have taken the loss rather than stand by policy. I publicly apologize, in addition to personally apologizing several times to williep based on their dis-satisfaction while at the store.

I love Fairfield Farms and would never knowingly do anything to harm its reputation or its customer perception, or its business standing in the community. I also stand by our educated, helpful, and hard-working staff. We love plants and we love our customers.

THANK YOU to those of you who posted positive comments on our behalf.

[gmcneill]

Originally Posted by LovingLife

Ouch; I've been publicly flogged. I'm the manager at Fairfield Farms and take full responsibility for williep's complaint. While most of what williep posted is what I recall happening at the store, there are a few omissions and one slightly different memory. I respectfully submit that I said the sales persons should have not said the oleander caterpillar would kill the plant; not that the product shouldn't be used. I also offered full recompense in the way of store credit which williep declined, and reviewed the bolded all sales final on the bottom of the store receipt.

In hindsight, and based on the level of customer aggravation, I should have taken the loss rather than stand by policy. I publicly apologize, in addition to personally apologizing several times to williep based on their dis-satisfaction while at the store.

I love Fairfield Farms and would never knowingly do anything to harm itsreputation or its customer perception, or its business standing in the community. I also stand by our educated, helpful, and hard-working staff. We love plants and we love our customers.
THANK YOU to those of you who posted positive comments on our behalf.

To be candid, your response has softened my stance in this matter.

Whether williep should've accepted the store credit or not will be up for debate by posters that follow.

That said, if your hindsight viewpoint is that you should've taken the loss, perhaps you could offer williep the full $$ publicly here on TOTV.

That action, regardless of williep decision to accept/reject, would resonate loudly with me. Just saying...

[gerryann]

Very nice to see a post from the manager. There is always two sides to every story. I personally do not like seeing ANY post that refers to ANY business as being a "ripoff".

[golfnut]

lovinglife, i commend you for stepping forward with your version and apologizing, i appreciate that. i have 2 comments, 1) i think you have been blogged not flogged, 2) if you consider that clerk to be educated i'd recommend you switch schools...gn

[LovingLife]

Originally Posted by gmcneill

To be candid, your response has softened my stance in this matter.

Whether williep should've accepted the store credit or not will be up for debate by posters that follow.

That said, if your hindsight viewpoint is that you should've taken the loss, perhaps you could offer williep the full $$ publicly here on TOTV.

That action, regardless of williep decision to accept/reject, would resonate loudly with me. Just saying...

williep: I will send you a personal apology with a personal $5 check included. You may email me your northern address as I recall you're leaving The Villages soon. I may not be authorized to change Fairfield policy; however, I will do everything possible to repair the damage I've done to our reputation.

[LovingLife]

Originally Posted by golfnut

lovinglife, i commend you for stepping forward with your version and apologizing, i appreciate that. i have 2 comments, 1) i think you have been blogged not flogged, 2) if you consider that clerk to be educated i'd recommend you switch schools...gn

points taken

[gmcneill]

Originally Posted by LovingLife

williep: I will send you a personal apology with a personal $5 check included. You may email me your northern address as I recall you're leaving The Villages soon. I may not be authorized to change Fairfield policy; however, I will do everything possible to repair the damage I've done to our reputation.

Mistakes happen, it's how one deals with them that matters.
Speaking for myself, you have saved your reputation.

[Carla B]

Perhaps, but if a bottle is not opened and it's obvious it wasn't opened, why would the store object to a return, especially if they gave the wrong directions to begin with.

[renielarson]

Customer service is #1. Here in TV, where word travels fast, customer satisfaction is of ultimate importance regardless of company policy. Fairfield Farms...trying to right a wrong may be a little late. I hope not because I have purchased many plants/trees from you. However, I will go elsewhere until I hear that policy has changed. Period!

[KathieI]

LovingLife, I also commend you on your apology, that doesn't happen often here on TOTV. Recently I visited your nursery and was overwhelmed with the beautiful and well-treated plants you have. I wanted a large tree and the salesperson was extremely helpful because I didn't know its name and she went out of her way to get me the information. I think... remember I'm old so my memory is not that good, but I think, you deliver but don't drop the tree in the ground??? That was a deal breaker for me cause there's no way I could do it myself and it was such a pretty tree. But if that's not the case, let me know and I will return ......
Thank you for your apology, I think that was very big of you.

[Boudicca]

Well done. Let's hope your employees also got the message

[chuckster]

Originally Posted by flipflopz

Customer service is #1. Here in TV, where word travels fast, customer satisfaction is of ultimate importance regardless of company policy. Fairfield Farms...trying to right a wrong may be a little late. I hope not because I have purchased many plants/trees from you. However, I will go elsewhere until I hear that policy has changed. Period!

Lighten up and accept the public apology. The timing was perfect and will be accepted by all reasonable customers. Those that enjoy brow beating clerks will never be happy. Just sayin........have been on both sides of the counter.

[Barefoot]

I've always liked FF Farms and I'll continue using them.The manager sounds like a good guy.

[jojoin]

Originally Posted by LovingLife

williep: I will send you a personal apology with a personal $5 check included. You may email me your northern address as I recall you're leaving The Villages soon. I may not be authorized to change Fairfield policy; however, I will do everything possible to repair the damage I've done to our reputation.

It's refreshing to see in this day and age ...your statement holding yourself accountable for the store's reputation, and your offer to repay the $5.00 from your personal funds. Managing a retail establishment is tough, you have two masters, the customer and the "suits" who make the policies. They want you to keep the customer happy, but also follow the policies. As far as putting "all sales final" on the receipt, the problem I see is you've already made the purchase before you see this statement. However, if you post the return policy for customer's to see before purchase, than it shouldn't be an issue. I might be in the minority, but if a store has a policy that is clearly posted, customers shouldn't defame a store for abiding by the policy. If I know the return policy and don't like it, I should shop elsewhere. Anyhow, kudos to you for responding and making the offer to refund the $5.00...but I wouldn't want to take it from your personal funds.