ComplaintsforThe Bud Grower

• Initial Complaint

  02/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 1/3/24 I placed an order (order #******). Items were missing from the order with zero communication about this. I contacted them and explained the issue. Multiple calls, emails and false promises later, I am still without the items. The ones that were sent were not as described and appeared extremely cheap. I contacted them again to request a refund and was told I had to pay over $250 to ship the items back before I get a refund. The men i spoke with were very dismissive and attempted to give us the run around repeatedly.

  Business response

  03/06/2024

  HI *****,

  When you received your kit you let us know that you were not happy with kit and let us know about some missing items. We offered to get any missing items sent out to you straight away, but you instead wanted to return the kit for a refund. 

  That is totally fine as we have a 30-day Satisfaction Guarantee that allows our customers to return any item they purchased within 30-days of delivery for a full refund. The issue is that you did not want to follow the return process and guidelines in our Terms and Conditions and instead opted to create a chargeback without returning the item. The dispute process is still ongoing so we are unable to go into detail about your order here.

  Thanks,

  *******

  Customer response

  03/15/2024

   
  Complaint: 21228350
  
  I am rejecting this response because: We are rejecting the response from the business for the following reasons. Starting at the beginning, an order was placed. An email came stating the order was complete. When it arrived most of the items were not as described and several items were missing entirely. Therefore order was in fact not complete. The company was contatcted and they said they would send the missing items. When only part of the missing items artrived, they were the wrong items. The company was again contacted. They stated they would correct it and would send a tracking number. Tracking number never came nor did the items. We attempted to contact the company again via telephone with zero response. Attempted emails and again zero response. The only time we did get through was when we stated we wanted to return and get a refund. They gave us the runaround up until one or two days prior to the 30 day return policy. We feel as though this was on purpose on their part. After reading more reviews this seems to be a habit of theirs. Then again given excuse after excuse and told we had to pay over $250 to return items we didnt order. Which seems ignorant to us. If I order a couch and i get a bed instead, how it is our responsibility to pay to return that. This is a mess up on the companys part. Once the company was told our desire to return and refund is the only time they were communicating on a regular basis with us. They then started to threaten us via text message if we went through with the chargeback. We do have records of all communication via text, phone and email for this entire experience. We have the items boxed up and ready to return and have asked multiple times for them to send us a shipping label. They have refused several times. 
  Sincerely,
  
  *********************

  Business response

  03/25/2024

  *****,

  As I explained previously we are unable to go into detail about your order as there is an ongoing payment dispute. 
  
  We would like to respond to your rejection by saying that we are and always have been committed to our customers satisfaction. Clearly in this case you are not satisfied and we would like to wholeheartedly apologize for that. While we don't agree with the chain of events as outlined in your complaint we are unable to assist you further as you have opened a payment dispute. In any case where we have an unhappy customer we do everything we can to make it right for them. When a payment dispute is created our hands are tied and there is not much we can do until the dispute is settled.

  That being said, we hope at the end of the payment dispute regardless of the outcome you will come to us for support so that we can help rectify any currently ongoing issues with your order.
  
  Thanks,
  TBG Team

• Initial Complaint

  12/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order # ****** was placed on 11/24/2023. It's a veg grow tent kit *********** Grow Kit." Tent dimensions in the description are 24x48x72. I received a 24x48x60. Yes **** did just legalize home cultivation of marijuana but I also want to grow mini fruit trees and 5ft tall does not work. 6ft is bad enough but i can't afford an 80" tent. I reached out via email 5 days ago when I received the shipment notification due to the description of the product said 60" tent. No response from that or a followup email and two phone calls that went straight to a full mail box, couldn't even leave a message. My guaranteed "no-hassle" return expires in 28 days and with weekends and the holiday, if they don't respond I'm just stuck, they got their money, I have a product I can't use for my intended purpose and can't afford to buy another. I reached out to the Chamber of Commerce in CA but they said they are not involved at all in these kinds of instances. Hope that is enough, thank you so much for your service, ****.

  Business response

  12/14/2023

  Hi *******,
  I am glad we were able to get in touch and fix these issues for you. I would like to apologize for the delay in getting in touch with you to resolve your issues. We generally reply to all emails within 1 business day, and respond to all missed phone calls within 24 hours. I understand you had some concerns regarding the return window for your kit, and I would just like to clarify that a return must be requested within 30 days of receiving your kit and the return does not need to be completed within 30 days. While we generally reply very quickly; in the event that you requested a return, but did not receive a response in time you would still be eligible to return your product for a full refund.

  The issue with this order was the tent that was received was the incorrect height. The resolution provided was a replacement tent of the correct size that has been shipped and is at the time of writing this response "In Transit" and scheduled to be delivered on 12/16/23. We hope that you are satisfied with this resolution, and should you have any questions or concerns we hope that you will reach out to us for continued support.

  Thank you,
  *******

  Customer response

  12/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer response

  01/24/2024

  I filed complaint #********. I reached an agreement with this company to send me the correct product that I ordered. I hope you can refer to my original complaint, I signed off on the complaint satisfactorily too early. The new tent was supposed to arrive sat 12/16. While I was waiting I went ahead and signed off in good faith that it was coming. Not sat but I did receive it sunday 12/17. I just opened the box and they sent me the right size tent but a cheap knockoff, different brand. My kit was to come with a "The BudGrower" tent, I received a "RX Grow Tent" which is much cheaper with half the reflective value mylar on the interior of the tent than what I ordered. I only ordered from the bud grower because their tent had a pretty high mylar reflectivity for the industry! I signed off too early. I only have a few days to return but they might make that difficult.

  Business response

  01/24/2024

  Hi *******,
  
  We are disappointed to see that you are no longer satisfied with our previous resolution. As we have explained to you previously we do not have that tent size with our updated branding. The tent size, quality, and manufacturer are identical and the only difference between the tents is that it carries our old ******** Grow Kits. We have explained this to you extensively and we have determined that we are unable to come to an agreement with you. 
  
  We are sorry that you are disappointed, but we have done everything we can to help you out with your requests on this order.
  
  Sincerely,

  ******* and the *** Team

• Initial Complaint

  12/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ordered product from supplier, they were really late shipping the product to start I emailed and called them multiple times then finally they had to call to apologize for the delay. When the product finally arrived it was drastically underweight, bottle stated 16 oz but only weighed 10 oz. The bottles seemed opened, they were warped and faded. I tried calling and emailing multiple times with no response. Calls went to a full voicemail box and emails listed were non-existent or no reply.

  Business response

  12/14/2022

  This complaint is not for Thebudgrower.com and we request that this complaint be closed.
  
  This complaint is in regard to a purchase made on the website calisupersoil.com. While we work closely with California Super Soil and sell some of their products we are not California Super Soil and are not responsible for fulfilment or support in regards to purchases made on their website. The complaint itself references purchasing from our "Supplier" who in this case is California Super Soil
  
  Attached is the receipt provided to us from California Super Soil.
  See Attachment/File: ************************* Receipt.pdf

• Initial Complaint

  11/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered the bud grower order number XXXXX on Nov XX XXXX, for ******** After 5 days of hearing nothing back from the company I decided to send an email inquiring about the purchase being that the funds had already been depleted from my account and I had not received a shipping update. I was told there was a hold and that some information needed to be ver before shipping the product. I submitted ID etc and the order was shipped out Nov XX XXXX. I received my product on Nov 21, 2022 but upon setting up I noticed some items were missing. I immediately informed ******* about the missing items and unfortunately I kept noticing missing items so I had to send about 2 or 3 additional emails as I noticed up to appx just under **** of items missing. ******* did respond promptly via email explaining that he was very sorry and that he created a work order and the missing items would be shipped out. Still have not heard from ******* and I called and attempted to talk to 2 people: one who never called me back and the other who seemed a bit lost. Either way I would like the rest of my items because I spent alot of money and clearly the customer support isn't the best.

  Business response

  12/07/2022

  Consumer Response /* (2000, 7, 2022/12/05) */ Please delete any negative comments towards the budgrower llc that may be on the better business burea website. Thank you

• Initial Complaint

  09/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Around mid June I had placed an order which got canceled by the with no refund or notice. Then we finally got what I ordered sent to me months later. Then I had to contact them get the ready of my package that they had forgot so I didn't think much of it. As time went on I noticed that almost everything that was advertised that the kit comes with is either not there or a cheap knock off of whatever was advertised. They offer many things. It's a bit upsetting to be scammed like this. I still haven't heard from them

  Business response

  09/26/2022

  Business Response /* (1000, 5, 2022/09/14) */ Contact Name and Title: **** - Operations Manager Contact Phone: ************ Contact Email: ************************ *******, During the Month of June you attempted to place 4 separate orders. Each transaction was declined by your credit card company and never had a chance to be "cancelled." On July first you successfully placed an order which was placed "On Hold" because you selected a PO box as the shipping destination. As you know because we contacted you about the issue immediately; we cannot ship large 100lbs shipments to PO boxes. We resolved the issue within 48 hours and the package was shipped on time with ******. I am quite shocked to hear that you are not happy with the quality of the product. We only stock the finest indoor grow equipment, and offer a complete satisfaction guarantee. At any time you could have returned the kit or contacted us to send you a return label free of charge. Instead you left us a 5 star review and continued to buy our products. We are concerned your complaint is a request for an immediate refund before you return the product (we can't do this - sorry) You have been happy thus far as have 10,000's of other customers. You said you could not reach us, but we have 800# and email and web text... If you have any other thoughts on how we can help please let me know Sincerely, ********* The BudGrower Team

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 01/21/2022, I placed a purchase of ******* on the Duel power kit order number XXXXX. Few days later on 01/25/2022 I made a phone call to The bud grower asked to cancel the order and get a refund. The worker said ok, that they will refund me my money but it will take a few days to do it... It has been close to a month now and I received no refund, and every time I try and call or my girlfriend tries to call nobody answer's their phone. I left messages still and I even left a message saying if they can't refund me, just un cancel the order and send the Duel power kit. I still got no phone call back, and no response through email.

  Business response

  03/24/2022

  Business Response /* (1000, 5, 2022/02/24) */ ************************************************************************************************************* We are very sorry about any misunderstanding between *********** and our company. We were trying to work with the customer as we had some issues with shipping to his Alaska address. He had cancelled the order and then asked to have it shipped to Alaska but we were waiting on confirmation for the address. After seeing this complaint, we are more than happy to issue a refund to *********** and have done so already. Attached will be a receipt of the refund. Please let us know if there is any further information required for this complaint against us. Thanks.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩