Comments regarding A.M. Leonard's Gardeners Edge

Posted on April 21, 2017, updated April 26, 2017
Posted on April 9, 2017, updated April 21, 2017
I ordered a telescoping pole saw, which is not an inexpensive item, from A. M. Leonard. The blade needs to be attached with two sets of screws. One set was just thrown in the box with the saw, not even in a small plastic bag. The other was missing. I contacted Customer Service TWICE and was TWICE promised the appropriate screws would be sent. I have received nothing.

"On Apr 24, 2017 12:14 PM, A.M. Leonard's Gardeners Edge responded with:

I am sorry it took so long for you to get a resolution. This pole saw is received and shipped out with the blade attached, so we have never encountered a situation where the bolts were missing. I am glad we were finally able to get you the bolts and nuts that you needed, and hope that you will give us another chance someday to serve your needs.

Fred Deats
Product Manager
A.M. Leonard | Gardener’s Edge
"

Customer # 15061213
Order# so12014324
On Feb. 10, 2012 I sent my order in for 3 frost guards
that where $7.95 each I made the mistake of putting
down the wrong order number. I received 3 packs of
anchor pins that cost $1.68 each. I e-mailed right away
to correct the order,but no response.I waited a few more
days and e-mailed again still no response.They just don't
answer e-mails so I called and they said they would
correct the problem and send the frost guards.The woman
said she would call back but we never heard from her.
I called again and told them I would pay for the pins if
they would send me the frost guards that I already paid
for.They called to tell me they would send the frost
guards.I never did recieve the guards.

"On Mar 6, 2012 12:02 PM, A.M. Leonard's Gardeners Edge responded with:

Thank you for bring this issue to our attention and I certainly apologize for your inconvenience. You are absolutely correct as we have not shipped your frost guards out at this time. There seemed to be a system error with your order which held up its processing. I am shipping them today via UPS Next Day Air.

Thank you again for the opportunity to fix this very frustrating experience.

Angela Hare
Customer Service/Sales Manager"

Posted on January 10, 2012, updated February 9, 2012
Terrible customer service. No reply to emails. Their site claims they will send any in stock order the same day. I ordered two items and they sent one of them the same day. So far, they have not replied to two emails asking about the second item. I have no idea when the second item is coming or even if it is coming. If it has already been sent, great, TELL ME. If there was a mistake in the amount of stock on hand, TELL ME so that I can make other arrangements. Order status on their website just errors with "Data not available NotInitialized"

The whole idea here is communication.
Any "online" company that does not have any online communication is not worth the time...

"On Feb 3, 2012 10:12 AM, A.M. Leonard's Gardeners Edge responded with:

I certainly apologize for your negative experience. I am extremely concerned and would like to address our lack of communication however I will need some additional information to do so. If this author could please provide an email address or order number or simply a name and address I will find out where and how we failed to follow up.
As always we appreciate your feedback and want to hear when these situations occur. This is how we continue to improve our level of customer service.

Angie
Cust Service/Sales Manager
A.M. Leonard Inc.

Two of their private label products broke. I spoke to Ashley in customer service months ago. She went through the parts list with me and said she would order new parts and get back to me. Never heard from her. A month later I phoned again and talked again to Ashley. She said she had no record of ever talking to me, went through the parts list again and promised to contact me. Never heard from her. Phoned again, talked to a supervisor Theresa. She said there was no record of my calls. She took the information again and said she would contact me. Needless to say, no call. I liked this company five years ago for supplies for my farm but it seems to have gone down the tubes.

"On Oct 20, 2011 2:29 PM, A.M. Leonard's Gardeners Edge responded with:

(re; SO02390416 replacement parts/original item purchased June 27, 2008) We certainly have and wish to apologize again for the inconvenience to our customer in this situation. We clearly did not meet his or our own expectations in handling this very important matter. While we always strive to meet our customer 's highest expectations, in this instance we regret we fell short of this goal and appreciated the opportunity to set things right. We have since replaced the parts needed to repair the product as requested and followed up to make sure they were delivered in a timely manner. Since 1885, A.M. Leonard Inc., has been committed to customer satisfaction and once again I apologize for the way your customer service issue was handled initially. We hope for and welcome a future opportunity to display our excellent customer service skills we are known for. Thank you.

Angela F. Hare
Customer Service Manager "

1. They don't send an email confirmation of your order details. Fortunately, I had saved a copy of my shopping cart.

2. THere were later two discrepancies found from what they charged to what I saw a was buying. They said they would correct it when I brought it to their attention. (however, after reading below, I ought to double check my credit card to be sure).

3. 2 weeks after I got an email about UPS shipping, I still didn't have the order. 2 mails to them bounced back. Later 2 got thru but were never answered. The UPS tracking link they sent was an invalid tracking number. When I finally called, they said they had tried a new shipper and it wasn't UPS. They could not get an ETA from their tracking, so they offerred to reship via UPS in 3-4 days. *I* had to request a rush and Next Day Air, which they agreed to.

4. When the original package showed up, I emailed them for instructions. You'd think they would say "keep it for your trouble". (wasn't much... $45). Nope. they're sending a return label. That was the only time they responded to mail. And they didn't actually even REPLY to it. Got a phone call. My email for instructions offerred to donate it to a garden club if I didn't get a reply (cause I had no confidence that they read mail from my earlier attempts)

5. Also their online catalog only showed a Large available in a particular glove color, so I ordered a Medium in one color and a Large in the other color. I received 2 mediums.

=============

bottom line, they're willing to correct problems, but should not have had so many in the first place. I would not order from them again unless it was something that I wanted a lot and no one else had.

I bought from AM Leonard for many years through 2000 and then had an involuntary break from gardening until last autumn when I ordered two items from them. One was shipped; the second was cancelled as it was no longer available from the manufacturer (one wonders why it was in the catalog, in that case). I sent payment by check for both items with my order.

The invoice sent with the one shipped item indicated a credit for my over-remittance. Weeks passed and nothing further -- no more catalogs and no refund. I finally called and was told that I could not get the refund in cash unless I specifically requested it and their accounting department would then issue a check. I asked the person on the telephone to get me a check and she indicated she would send the request to accounting.

Over two weeks have passed and I haven't gotten a check. It isn't much money, but it makes me disinclined to order again.

They also seem to have severly downgraded their product line so that it is mostyly cute stuff that one would see at a suburban garden center rather than the professional-quality goods that I used to be able to get from them.

It is unlikely I will use them again.

"I am sorry that you had trouble with your order. I have sent you a personal email, and Customer Service has already followed up and told me that your check was mailed yesterday, so you should be getting it in the next few days. They just tried to call you, but there was no answer, so they left a message on your machine.
Again, sorry for the difficulty you had with your order."