Robbins Garden Center - Oxford, Massachusetts

Niki

If I could give this place a zero I'd do it. I CAN'T BELIEVE how many times we've been calling them looking for the pellets that was ordered actually back in July!!! 1st like so many others saying " oh they will delivered in 1 week".. that week for the delivery date comes by, no phone call about them where they should be placed.. Now there saying December, that's absolutely ridiculous if you say it well enough to me. The women there is as bitter as a lemon. I've seen on here that she's actually threatening people ?.. Just because you're store is going down fast it doesn't give you the right at all to treat people who've been using your business, so poorly. Remember and remember this well us as your customers are the people supporting you. What support are us as customers getting from you? Absolutely nothing at all.. besides negative, negative and more negative attitude. To make matters worse they definitely treat their senior citizens with no respect at all, no discount from this store for being one? In my honest opinion they deserve so much more respect than they do from here.

David Malo

I have been burning Pellets for over 5 years. I would highly advise not to deal with this supplier. I ordered in September of 2024. Was told November I'd get them and now it's excuses saying they haven't come in and that we will have to wait until December. You can't take someone's money and not deliver a product, that's considered stealing. Said I was offered two options to pay, I don't remember those, I was asked for a credit card. If they had given an exact date and something had happened, understood. Last year it was their truck broke. I gave them another shot this year. I should have been aware of the low star reviews. Lee and the other employees are not great at customer service from my experience and apparently MANY others also. I explained and stated that I would be writing a review and she resorted to saying it was a threat and that you and your wife double teamed by calling and what don't you get? She asked if I had a website she could write a bad review against me. Also, You are obviously not listening etc.. Things not to say to customers. I was super calm when talking as well due to me not having a voice.

I asked for a refund. She said I can't refund you the full amount because the credit card takes a processing fee. That is not my fault, they can fight the credit card company to get this back. You buy and return something anywhere you don't get penalized if that supplier cannot provide the service. However, I spoke with local police dept about this, it is a civil matter and I will not chase it over $100-125. Will just take my business elsewhere.

Tamela Adamson

Not quite sure what happened to this business but it has gone downhill beyond anything I have seen in a business.
Pellets ordered in July, delivery was to be September. Mid September came, no call, no delivery. This happened two years prior but we wanted to give them another shot because the guy that cleans our stove is always top notch.
Every call we made we were told a different story and date. I even questioned them as to if they are not paying the companies they get the pellets from and the lady said she didn’t handle that part of the business.
I do feel bad for the people there that have to “lie” to loyal customers so they can keep their job.
We like many others had to get pellets somewhere else last minute.
Won’t happen again we are done with doing business there

Chantell Germain

Don't bother getting pellets from them unless you want to listen to lies and excuses. We never had issues like this in the years past, just awful.

Ordered 2 ton pellets in July. Checked with them mid-September was told in 2 weeks we will get them, nothing. Checked again every 2 weeks and they said the same 2 weeks or 1 week for delivery. First it was a manufacturing issue, then it was difficulty getting a truck. The yesterday my husband was told we get them Thanksgiving week, we knew that was a lie as no truck is going to get them on a holiday week with traffic. We demanded our refund and got it.

Went to another place paid $75 more and will be getting them next Wednesday. Save yourself the irritation.

Denise Sabonaitis

Purchased coal on 11/8/23 - called every few months to find out when it would be delivered and was always told we would receive it the next month - they never followed up with us, we always had to call them. Finally decided we wanted a refund and to cancel the order on 10/3/24 - was given and attitude and they told us they don't do business with Discover card anymore and would mail us a check. Called to inquire on the check on 10/17/24 since we still had not gotten it yet, was given and attitude was told it was on its way. Called again on 10/23/24 was again given and attitude and got a follow up call from the owner who also gave us an attitude. I suggested she stop payment on check and re-issue and her response was I would have to pay for that. After a debate with her I finally got her to say she would re-issue if we hadn't received it by 10/31/24. Obviously we never received it (I'm sure it was never mailed) and they did refund us on 11/1/24. Customer service doesn't exist at this business and making people wait a month for a 612.00 refund on money they have had for a year is not right. Giving an attitude to the customer on your shortcomings and mistakes is also wrong on so many levels. My advice to other consumers is run don't walk away from this business - read the reviews - same story over and over again, not the same business they were a few years ago.

Holly Picchioni

Ordered decorative external ceramic plates for a pellet stove, made appointment for cleaning and intall of the ceramic tile. He came did the cleaning and when finished I asked about the tile and he said said he installed a brick pot (no clue what this is, my husband handles the mechanics of it). I paid for the service which was a ridiculous price come to find out and called Robbins to get the situation rectified. She basically lied and said I ordered the brick pot and said we needed it anyway. Then told me they were still going to charge me for install even though it was their fault. DO NOT USE THEM. They are unprofessional and will lie and say you are the lier. This is a very bad place now. I don't know what happened but learn from my experience and go somewhere else!

Parker Happ

My father in law recommended I reach out to Robbins to purchase compressed biofuel for delivery. Despite trying to place an order in late summer, Robbins refused to give me an exact delivery date. Instead, the only commitment they'd offer is "it would be in October.' October started, I called to check in on the status, but someone one the phone became irate. Well... it was mid-October this week and I tried one more time to call and email 2x requesting an update - nothing.

Next, I called 6 competitors and, while I had to pay $200 more, it was worth it because I have a deliveries scheduled next week.

Many folks I spoke to remarked that Robbins has gone down hill.... that it's not the same as it used to be...

I don't doubt that the folks there are doing their best and I'm sorry if you guys are in a tough spot, but you're not courting any favor by providing lousy customer service and support.

Ray Hopkins

Rob came out to service my pellet stove, he was fast, efficient, very knowledgeable and personable. Thank you for helping us out, our stove is running great!