Business ProfileforOakland Nursery, Inc.

I placed an online order close to $464.90 at Oakland Nursery, New Albany on Sunday, May 7th at 8am. I am a long time, loyal customer, spending thousands of dollars to landscape my newly built home over the last five years. The order was never fulfilled that day, so I followed-up and spoke to ***** on Monday, May 8th at 10am. She advised that the plants were not onsite and had to be ordered. She never proactively reached out to me advising the above, but I had to search out the answer myself. I was told the truck may be in Wednesday but never received an update. Thursday, my landscaper showed up to plant un-expectantly so I sent him to a local nursery to purchase alternated plants for me since he had to complete the job that day. I called Oakland and requested to have my order cancelled since it was not fulfilled in a timely manner and lack of communication about the plants NOT being in stock. I was transferred back to *****, I explained the above. She abruptly yelled, I guess we will cancel them then and slammed the phone down, hanging up. They FAILED to refund the money, which I have disputed with my credit card company. When this occurred, I had just left the vet and had to remorsefully say goodbye to my 16-year old cat, which was very traumatic. Her actions are completely unjustifiable and given my personal situation and what I was going through at that moment completely unprofessional. I called back and spoke to a woman name *****. She was kind and I explained the above. She advised that ***** was the manager of the local store and I need to escalate my issue to John, the district manager. He never returned my call, nor did anyone ever cancel my order- refund my money. I simply had an order that wasn't fulfilled, nobody called proactively to tell me why, then the store manager yelled at me and hung up the phone. Her actions are very unsettling and her being a manager should understand the importance of customer service, very UNPROFESSIONAL.