The shrub of (few) returns

Waterloo Gardens feels strongly that the right soil amendments will result in successful shrub plantings. In fact, the garden center even guarantees it.

Last September, the 3-store chain with locations in Pennsylvania and Delaware, introduced its Guaranteed Gardening Success Program. The initiative includes a new return policy. Trees and shrubs can be returned for store credit up to six months after purchase. However, if the customer buys Waterloo’s recommended soil amendments with the plant, the return timeframe is extended to one year. Customers must bring in the plant and original receipt for credit.

Company president Bobby LeBoutillier said over the years they’ve found that the vast majority of returned plants died because they were planted without proper soil amendments. The new policy aims to nip this problem in the bud and ensure gardeners are successful.

Waterloo Gardens introduced the program with a major signage campaign. Customers see posters explaining the return policy as they enter and leave stores.

At the Exton, Pa., location, the entrance to the nursery yard is flanked by large displays stocked with recommended soil amendments and signs describing the return policy. Information on the policy is also posted on the company’s Web site, at the registers, on the back of receipts and detailed in handouts. LeBoutillier said customers have been very receptive to the policy.