Pioneer Landscape Centers

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Opinions

• Travis Swart

  Dec, 10 2017
  ★ ★ ★ ☆ ☆
  What I thought was great customer service at first turned out to be a horrible experience. I went in to order pavers for a fairly large landscaping project. Turned out that Pioneer was in the process of dropping the particular brand of paver we wanted, so they were offering a very good price to sell out their stock. The clerk took my order and said he would make some calls to find and order the materials to their yard that day and that maximum it should take two weeks to get them in. Seemed simple enough.
  
  Two weeks go by with no update, so I call in. The same clerk takes my call and was clueless about the order. Once he found my paperwork, he acknowledges that they don't have the product, and that he'll have to do some more calling and get back to me in 20 minutes. At this point, I'm one week out from the landscaper starting the project at my home. I was not happy. Two hours go by, so I call back. "Sorry, we cancelled the contract with that paver company, and we don't have any left in stock at any of our facilities." Infuriating. I should have received a phone call that same day of the original order telling me they couldn't fulfill it, instead, they leave my paperwork sitting in a drawer where it likely would have been forgotten without follow-up. What's more, is that the clerk didn't even know what he was ordering for me. When I spoke to the manager, he couldn't even identify on the paperwork what I had ordered until I described it better to him. Extremely unreliable and unprofessional.
  
  I didn't have the time to waste or the desire to give them my money for some other product, so I went with Marvel Masonry instead, who got me setup and ordered in no time.
  
  Update: The Pioneer Regional Manager reached out to me very quickly after the above review and offered his sincere apologies on the situation. He also extended several discounts to me on materials I required to complete the rest of my landscaping project and put me in contact with someone who would directly handle my orders. After several months of ordered materials, we have received everything we needed for our backyard project without further incident and with good service. I greatly appreciate the effort to rectify the situation and uphold their company's service values.

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