Monday came and went, and I had no mulch and got no phone call. So Tuesday morning G sent them and email asking when we could expect the shipment. The response she got came in the form of an email that simply said “was picked up yesterday” with nothing else, not even a signature tag. I was not impressed, especially since the email didn’t even answer our question.
So G sent another email asking what that meant for when the shipment would arrive at our house, since we didn’t even know how it was being shipped at this point. This time the response was “Today or tomorrow it should arrive. They will call first.” Yet another stellar explanation. No indication of how it was being shipped, no signature, but at least they answered our question, sort of.
By this point, I was pretty angry. We had just spent a considerable amount of money on this mulch and I expected a little more from the company and it’s representatives. So I sent them an email (to their yahoo.com address) explaining how customer referrals work and that I would be tweeting and blogging about their company and the level of customer service that I get from them. Their immediate response was to offer me a refund and cancel the shipment. This really got to me. They then went on to explain that the emails were written while in a meeting from a blackberry, and that was why they were so short. I should have appreciated the quick response when the alternative was no response at all. All I was hoping for was an answer to my question given in a professional manner. As long as I got it sometime that day, I would have been happy.
In the end we did get the mulch from Just Perfect Mulch. The shipment arrived two days later than I expected. It arrived in a large reinforced nylon sack that was strapped to a pallet. It was a little hard to manage, but with the help of my mom and little sister, we got it down and spread out in about an hour (Thanks mom and sis!). So far we are very happy with the mulch. It looks nice and is quite soft, which is what we were hoping for since our kids end up on their faces more often than on their feet when they’re playing outside.
This is what 2000 pounds of rubber mulch looks like:
Unfortunately due to the weather the kids haven’t been out on it yet. Once we get them out there I’ll have more pictures and video to share. Until then, here’s a pic of the finished product: