Petittigardencenter

This spring we purchased several pieces of patio furniture from Petitti's Garden Center in Avon, OH. The total cost of the purchase approached $4,000 but the amount is minor significance. I must clearly express that the purchase i. E. interacting with the management was totally lacking in professionalism and attention to customer service. It lacked many of the aspects of sales, customer relationship management and responding to customer concerns that I learned and managed during 40+ years of business dealing with customers, COO of a large company and teaching such business principles at the college level.
Our initial venture into purchasing the patio items began and ended with the Avon Store. My wife and I saw several pieces that we liked and asked for sales assistance. The attending sales person was very nice and informative but was at times preoccupied with excitement after receiving an Easter bonus from Mr. Petti. I mention this because she missed my clear affirmation that our purchase was not for our main residence but for our summer vacation residence located about 25 miles West of Avon. That became a point of contention as I will explain later.
We saw the first set of pieces we liked and ultimately agreed to purchase them. We than decided to add a matching "end table". The floor model was the only one available. However, it had a scratch and, naturally, we asked about a discount allowance. That was refused. OK, that is the policy of Petitti's we stated! After further discussion, we than thought about an "Ottoman". None were available at the Avon store, only a picture. We asked if they could locate one and they did…in Bainbridge, Ohio, almost 40+ miles away. Again, we inquired about bringing it to Avon. That was refused. We would need to buy it first, sight unseen! OK, that is the policy of Petitti's!
We decided to drive the 40+ miles to Bainbridge and look at the "Ottoman". Our typical preference is to purchase after we see an item recognizing this is contrary to evolving contemporary sales practices. In short, we saw the "Ottoman" and agreed to purchase the only floor model…again. Since it was on the floor and subject to more than customary usage and not out of the box, we again asked for an allowance. That was refused. OK, that is the policy of Petitti's! AGAIN!
We than inquired about "covers" for all pieces except the table. We were advised that they were on back order but they would certainly call us after taking all of our contact data. We agreed. A few weeks later my wife was at Petti's on an unrelated errand and saw the covers were in and purchased them even though Petitti's did not call. In fairness. We did get a call a couple of weeks later after we made our purchase. I guess better late than never…as the saying goes.
When all of the pieces except for the covers and "Ottoman" were brought into Avon for shipping, I went to pay. At that time, I was told that "Shipping" may be $100, $150 or may be higher pending the number of men to unload 4 chairs and a small table and the location! I related that I was informed it was $50. Of course, I was told of the proverbial COMMUNICATION misunderstanding. I questioned this and referenced the sheet of paper the sales agent had notated with the price and shipping charge. They, of course, could not locate it. No problem…we had a picture. They refused, however, to honor the documented shipping price without the approval of the Store Manager, Mr. M. H.
I asked if I could review this with him. He did agree, and agreed to reduce it to $75. I thought and tried to explain and clarify the total context of this purchase with (1) the purchase of the scratched table and no allowance, (2) the soiled floor model Ottoman and no allowance AND (3) now the revisionist history in the amount of shipping charges. I even attempted to work with him and set a delivery date that would coincide with another shipment to that area so the incremental cost was minor. His stunning response was:
"You don't have to purchase the items"! "You don't have to purchase the items"!

Somewhat surprised at the response, I tried to further explain that I understand a need to make a profit but did not understand the need to grab every last dollar as a company policy and business model! He repeated again that:
"You don't have to purchase the items"!

Never in 40+ years have I heard this and dismissiveness to be an effective model for customer relations. I finally asked for his "direct report" and was given MR. K Z in corporate. I called to review my experience and, of course, confirming my sense of the company's sales' philosophy and approach, he never returned my call!