Fairfield Farms Nurseries Ripoff
 

I was at Fairfield Farms Nurseries this week looking for a plant. When I was talking to the clerk I mentioned that I had a lot of oleanders with orange catapillers on them. She told me that they would eat all of the leaves and could kill the plant if not treated. She also said that she had the perfect product to kill them. She had a bottle of liquid that you mix with water and pour on the roots. It is absorbed into the plant and gives a years protection from catapillars.
I bought a bottle for $24.99 and cut back my bushes to 6 ft. as instructed by her and got the bottle and bucket to make the mix. When I read the directions I realized that it takes 18 oz of chemicle per gallon of water to treat 1 plant. At that rate, I would have to buy 7 more bottles to treat all of my plants totaling $225. $24.99 seemed like a lot to me and $225 was absurd.
So I called UFL extension and they said that the catapillers were short lived and not to worry because they don't do any permanent damage. ( I wish that I had called them first.)
No problem, I will take the unopened bottle back, get my $24.99 back and forget the whole thing.
I talked to the manager at Fairfield Farms and she said that the clerk should have NEVER sold us that bottle or ADVISED us to use it, but they have a no return policy so the customer has to take the loss.
After much further discussion, and since the bottle was never opened, she agreed return our money minus a $5 transaction fee.
So I wound up getting hosed for $5, but even that leaves a bad taste in my mouth which is why I wrote this.
So at Fairfield Farms its Customer Beware even when they admittedly sell you the wrong product. It cost me $5 dollars to find out the kind of people I'm doing business with.

thanx for that headsup!

One bad apple
 

Now that manager should realize, because of one bad apple, the whole barrel will be spoiled. Moral of the story, always leave the customer smiling. By leaving a customer unhappy, then having the nerve to charge a fee for the cause of that unhappiness, Fairfield Farms are VERY short-sighted. Many people read and use this website. .....

Tell us where Fairfield Farms is located so we never go there.

Try this link http://fairfieldfarmsthevillages.com/?page_id=221

I had a similar instance this past early spring when I got ripped off for two topiary plants that I paid $70.00 a piece for. They do not stand behind anything I've found. I almost had a major landscaping project done there, but thankfully I found Villages Palms and we and all the neighbors that used them and several TOTV friends are happy as well.
It is north of 466 on 301, as you go north it is on the right. Large establishment - hard to miss...

slight correction, going north it is on the left.

Do they have a sign posted saying that they have a no return policy? Also, where did this manager come up with this $5.00 fee? This is outrageous! It was their error and they should have taken back the product and returned your full amount.

We can control where we choose to spend our money and it won't be with businesses that don't treat their customers fairly.

We went to Fairfield Farms earlier this year looking for fruit trees. Found one we liked and the price was $275 but we had no way to get it home. So we asked about delivery and planting and were told it would cost us $225 more. Our answer was no thanks, goodbye.

Fairfield Farms is located on 301 in Oxford.

Thanks for the heads up...we'll never go there......

Frank

On the other hand, we have done lots of business with Fairfield Farm and have no complaints. They do have wonderful stock.

Fairfield is a beautiful and well-cared nursery...too bad the manager lacks business sense.

We had friendly service from the owner and couldn't be happier with our new garden and plantings from Fairfield Farms. Sure, some have received ill-advised treatment from a clerk, etc. but I suggest that many will miss out on a unique experience based not only on the negative comments from those that are unhappy but especially those that have never been there and refuse to give them a chance. Best advise I have received is to see for myself and let others do the same. jmho

I've had good luck with Fairfield Farms over the years, they have nice stuff. I've never had to return anything. It's hard to believe that an establishment of that size would not have a return policy. Very poor customer service, I'm sorry to hear it. Even Lowe's guarantees their plantings.

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.

ouch
 

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.

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...

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".

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

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.

points taken

:thumbup:

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

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.

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!

Well done, Lovinglife
 

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

Lighten up chilout 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.

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

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.

kathieI: We have a variety of services, including paid & gone (customer takes with them), tagging & pick-up (at a later time by someone else with larger vehicle), tagging & delivery (no planting), tagging & delivery & installation (planting & customer sat), tagging & delivery of new material plus removal of old material & planting of new material (planting & removal & customer sat) - in addition to full design and layout services.
So you're right on both counts: we delivery only if requested (save labor $$), and we deliver and install (labor price based on size & quantity of plant material)
Hope to see you again!

WillieP
sorry for your troubles but I have a remedy for your nasty catapillars the next time they attack your olleanders! Mix some Dawn dish detergent with water into a spray bottle and spray the heck out of them and they will drop like flys! No harm to the plants, but kills all the darn catapillars! :BigApplause:

I called this nursery twice and left two voice messages to have an estimate done on my home here in TV. Unfortunately for them, I used someone else that was recommened because they never bothered to call me back.

Applause to LOVINGLIFE, although I do find it humorous that..."and reviewed the bolded all sales final on the bottom of the store receipt." If there are no signs in sight regarding the return policy (Do not know one way or the other) and one must rely on the bill of sale language with respect to the no return policy then I would think it is too late.
This is a family owned business and maybe they will change their store policy...or at least make it a bit more flexible. In any event, we should want them to succeed.
Thanks LOVINGLIFE for standing up and being a responsible manager.

DAWN detergent...........AMEN.............works every time. Cheap, efficient and environmentaly friendly. ANOTHER use for DAWN.... pour mix on potted plant soil and ground plantings too. ALSO.. when a hole is dug for NEW ground plantings.... load the hole with lots of DAWN and hose it in. Then do the planting. Bugs in the soil will not attack. (even if they survive). BUT>>> it MUST be DAWN. I just killed ALL the bugs on a 25+ foot Live Oak using a Nerf Super Soaker Water CANNON. Now that is a SQUIRT GUN the "POSSE" should have. Neighbors lock up their Dogs and hide the grandkids when I APPEAR in the yard with that "thing".

Disturbed and disappointed that your messages were not returned; will do my best to figure out why and not repeat that experience for either of us.

Disturbed and disappointed that your messages were not returned; will do my best to figure out why and not repeat that experience for either of us.

Fairfield Farms is the best!
 

I have read every post on this subject and feel compelled to add my experiences with FFF. I have owned two homes in The Villages since 2002, and we hired FFF to do our landscaping for both homes for the major items such as trees, large bushes, and islands, stone, etc. I prefer to landscape the majority of smaller bushes and plants myself. Fairfield usually has the most beautiful selection of all major plants as well as smaller plants. They charge premium prices for their premium products, but you get what you pay for. I have experienced normal (and some abnormal problems) with some plants and trees, and have found that FFF always provides the solution to my problems. Once, I could not resolve a fungicide problem with some huge Ligustrum trees, and upon speaking with Brenda (the owner) and describing what I had tried, she told me to adjust my oscillating sprinklers to avoid contact with the leaves and provided me with two different sprays to use alternately over several weeks. Problem solved. I suggest if anyone has a problem which cannot be readily resolved with the personnel on duty, call Brenda. She is a great person and truly caring owner. I recently dealt with Susan on my last purchase and she was wonderful. She provided us with a great experience in attempting to select our tree by offering a no pressure tour of the choices, and suggestions for each. FFF gets my highest recommendadtion!

Regarding Systemic Insect killers
 

Remember that anything poured around the plant to be absorbed systemically
will not only kill the present pests but all of the beneficial insects, butterflies,
good larva and hummingbirds as the poison is then thru every part of the
plant including blossoms, nectar, etc. Best to pick off the offending caterpillers
or if that does not appeal to you, just nip them in half with a garden scissors.

We had a similar problem with Fairfield. I have decided not to go back. They just don't get what it means to give GREAT customer service.