6280 Broadway, Denver, CO | Directions 8021639.809925 -104.987475
Sun: 9:00 a.m.-5:00 p.m.;Mon: 9:00 a.m.-5:00 p.m.;Tue: 9:00 a.m.-5:00 p.m.;Wed: 9:00 a.m.-5:00 p.m.;Thu: 9:00 a.m.-5:00 p.m.;Fri: 9:00 a.m.-5:00 p.m.;Sat: 9:00 a.m.-5:00 p.m.;
I am very disappointed with the customer service with Paulino Gardens. They sold me a tree with no leaves this spring (May, 13), and assured me that it was a good tree that would bloom. It never did.
After a few weeks I called to discuss and they said it just takes time. By mid-June they agreed that they sold me a dead tree. Turns out it was last year’s tree and it didn’t overwinter very well in the container. I paid full price for the tree.
They would not refund me for the dead tree they sold me, but after some debate did reluctantly agreed to replace the tree. After being informed that I would have to pay to have to tree delivered again I called to speak to the Manager, Liz. I held for between 10 and 15 minutes but she did not come to the phone, even though I was told she was there. I asked for a call back and did not receive a phone call back. She is the person that had made the decision to not give a credit for the delivery price for the dead tree that had delivered. They wouldn’t even give me a discount on the second delivery! This is pretty terrible, especially in the view that I paid to have the tree professionally planted, and had to pay for that a second time as well. After 3 trips to the store I never did get to speak with Liz, but was able to talk to the General Manager (John) of Paulino Gardens! I explained my story and said what I desired was a discount on the delivery of the tree. I had receipts in hand showing I’d already spent thousands of dollars this spring and was a good customer. He listened patiently apologized for the poor service, then charged me full price for delivery and no credit for the original delivery fee of the dead tree. I couldn’t believe it!
Then, to top it all off… the price of the had tree increased since the original purchase… and I had to pay the difference!
Customer service at its finest.
I would highly recommend Echter’s Gardens as an alternative to Paulino Gardens.
When I went to the Better Business Bureau website to file a complaint I wasn’t surprised to see that Paulino Gardens is a “D” rated business. Hopefully they will be” F” rated for this type of service. I’ve shopped there for years but I just can’t justify spending another dime there after the way I was treated.
Arrogant enough to believe we want to drive to Paulinos to have our questions answered. We don't want to waste precious fuel and time. I shop wholesale elsewhere because customer service is unavailable when I need them. Occasionally I use Paulinos but they need to evolve. They have the talent for frustrating customers and every year without fail for the past twenty years, I've been frustrated with their dead end recorded message. seriously.
Try more rare and unusual plants . maybe some in live plants and maybe some in seed packs , yearly petunias just don't get it with me .Otherwise I think paulino gardens is a great place to shop .
Rude and tricked my daughter out of her free plant – They gave my children coupons for a free plant each when they purchased plants from them at the local home and garden show . When we went to redeem the coupons they did it for my teen aged kids but my younger one they tricked her and told her to leave the plant there with the coupon and she could do it when she left. Then they tore up the coupon and put her plant back and than said it is only one plant per customer. I said that she was a customer at the home and garden show and that is why they gave her the coupon.
They should not give children coupons if they do not want to honor them. She was in tears. SHAME ON THEM!
Snotty help, impossible to get thru on the phone – Spending a week dialing a dozen times daily, when you've been told to "call and check if it has come in on the thursday truck..." is simply not acceptable. When I finally got through (no, my plant did NOT come and they didn't know when they'd get any) I was told they were too busy to answer all the phone calls and if they had an answering machine, they'd never get any work done. HELLO, customer service IS your work.
Not everyone lives in the metro area. Some of us have to drive 20 minutes just to get to the outskirts of Golden! Of course we're going to phone before we drive 75-100 miles just to check to see if you have something in stock. But getting a fax whine, or a message that tells us the hours and then hangs up on us is simply BAD CUSTOMER SERVICE. I've found snotty attitudes from workers at the store (in particular the guys) when I've gone in. All I can say is that I'm NEVER going back there. There are other places with friendlier workers. Try Timberline, Echters or O'Tooles.
For an amazing selection of varieties of individual species in a greenhouse, try Timberline. They also have the best bonsai selection around. Echters has a great selection of bonsai starts, and very good selection of other plants, as does O'Tooles. O'Tools probably has the better selection of seeds, followed by Echters.
Enjoy expert advice and a huge selection at this full-service center with a hometown feel. – In Short
Over the past 40 years, Paulino's has become one of Denver's favorite garden centers. Outside, acres surrounding the 16 greenhouses feature more than 18,000 roses, tons of trees and yards of ground cover. Indoors, visitors may find the perfect geranium among 30,000 possibilities or browse through 1,500 different perennials. At Christmas time, marvel at the theme trees while stocking up on flocked Christmas trees and poinsettias.
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