Recent Review: On June 22, 2012, I visited and purchased a fountain from Rosie's for $756.95 ($809.94 with tax). Mary Beth handled my purchase. She was pleasant and courteous, which I always appreciate. She stated that she would estimate $200 for delivery, but based on the difficulty of the install, that amount would probably be adjusted to $150. The bill stated: and quot;will pay delivery @ time of delivery.and quot; I told Mary Beth that I was ordering early, but did not want delivery until later in July because I was having a patio installed along with a matching concrete pad for the fountain. I also informed Mary Beth that, on the day following the patio installation, my electrician was arriving to run the electrical from the fountain pad to the house. This would make any install easy since the installers would not have to create a solid surface for the fountain, but would have only to set it up and level it. On the receipt, Mary Beth indicated and quot;will calland quot; and and quot;mid-July.and quot; At the end of June, afterI had the patio contractor scheduled for July 24-25 and the electrician scheduled for July 26, I called Rosie's. I provided these dates and asked if the fountain could be installed on Friday, July 27. They confirmed that, because I was calling so far in advance, this would not be a problem and told me that they would be there in the morning to install my fountain. On Tuesday, the day the patio and matching fountain pad was installed, the patio contractor asked me if the electrical box, for the fountain, should be installed in the center of the cement pad (for a hard wired fountain) or at the side (for a plug in fountain). I had no idea, so I contacted Rosie's and stated that I was having a fountain delivered on Friday and that my patio contractor had some questions about the type of fountain I was having installed. I had the person from Rosie's on speaker phone so that they could speak directly with my fountain contractor. The person from Rosie's had no clue about my order and asked me what kind of fountain I was having installed. I stated that it is a FT35 PV. The person from Rosie's said she had no idea about the electrical. I suggested to her that she might locate someone who does know and put that person on the phone. Finally, a male came on the speaker phone, asked me what kind of fountain I purchased, and stated that he wasn't sure, but MOST of their fountains were plug in fountains that required a GPI box. The patio contractor understood what the person from Rosie's stated and did the install based on some guess-work by the person from Rosie's. On the morning of July 27th, after everything had been prepared that week, I contacted Rosie's to confirm the installation of my fountain that morning. The person who answered the phone stated that they were out installing a fountain and that she had no record of my fountain or its installation. I was absolutely shocked. Because this person had no idea about my fountain, or what to do, she put me on the phone with someone else. I explained my situation, stating that I had ordered the fountain on June 22, had called Rosie's and had received a confirmation about my install date/time weeks before, and had even called that week to discuss my fountain. I stated that I had spoken with Mary Beth at the time of my order. The person, on the phone, stated that she was Mary Beth. She stated that there was no record of my installation for that day and that the installers were doing a big installation that morning that required several of their men. She stated that she would have to get back with me. I was very disappointed, not just because Rosie's had messed up, but because I had arranged my schedule to accommodate a morning installation. Now,I had to wait around for Mary Beth to research the situation and call me back. Later that morning, Mary Beth called me and stated that the fountain was not prepped for install and that because it was a floor model, they had to do some repainting where it was scratched. I was a bit perplexed because, having ordered it 4-5 weeks previously, I would think that the prep work would have been completed long before the date of delivery. I had even stopped by during the 4-5 week period to purchase a plant and, while there, asked about my fountain. During that visit, they stated that it was probably disassembled and on a pallet ready for delivery. Well, it was on a pallet, I'm sure, but apparently it was not readied for delivery .... even on the day it was to be delivered. Mary Beth gave me an option. I could have them deliver my fountain that afternoon or I could postpone the delivery, allow them to paint the scratches and clean the fountain, and have it delivered on Saturday. My hands were obviously tied. I agreed to the Saturday morning delivery, but asked Mary Beth where the break-down had occured in their process. She seemed irritated that I would ask her that question. She asked me what I meant. I stated that I had ordered the fountain weeks in advanced, had called on a couple occasions prior to my promised delivery date, and still, after all that, they were unable to deliver the fountain when they agreed. Mary Beth seemed a bit touchy about the issue and stated that a part-time person had placed my order on the wrong spot on the board and it was missed. I realize human errors occur, but I also expect businesses to go the extra mile when its their fault. I hardly received an apology. I was charged $150 for the installation and delivery. While that is the price I agreed to pay, it seems that Rosie's could have offered to do something special to make up for a problem that was completely in their control. What could they have done? Perhaps a heartfelt apology. Perhaps a deduction on the installation. Perhaps a plant. Perhaps the owner could have called to apologize. All of these things are tools that a business can use to create good customer relations and long-term customers. None of this occurred. I had to have Rosie's come back out the following week because the fountain was losing water. I would fill the fountain and within one day, the fountain was nearly empty. This time, when I called, the person said that they don't know anything about fountains and would need to transfer me to the Owner. The owner had a tone in his voice that sounded like I was fabricating the story. He asked if the water was splashing out and that was the reason for the empty basin. I stated that there is no way that it was splashing that much as to empty the bowl. He stated someone would be out to fix it. The installers returned and put silicone near the hoses that connect to the pump and the fountain. They pinned the hose so that not very much water was coming from the top of the fountain. I had to run into the house to give them pennies and other change so they could level the various parts of the fountain. They left and everything seemed fine...except that they had clamped the hose too tightly and not much water was coming from the top of the fountain. Since it is late in the season, it will have to do for the remainder of the year. I plan to call Rosie's and have them do a Winter preparation (taking the fountain apart, covering it) and then coming back in the Spring to reassemble it, do maintainance, etc. I do not blame the employees. They are only as good as the processes established by management and the training they receive. Rosie's has a lot of great selections and I would like to be a customer; however, old-fashioned friendly customer service doesn't seem like too much to ask for. They need to do some work in that area. I score them with A on most categories; however, I could not, in good conscience, give them a good grade in professionalism nor punctuality.