Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has a 30 day money back guarantee and they are not honoring it. I purchased a design with them. The designer waited to the day before the 30 days ran out to complete the design and never notified me it was finished until after the refund couldnt be honored. He only contacted me to upgrade the plan for additional cost. I advised him that I wanted a refund because the design was nothing like we discussed: he asked for a second chance and they never updated the design. I requested a refund and ******* the customer service manager is refusing to give me a refund and the alternate design. Saying its on hold until its resolved by me accepting a 30 % refund. Never received my design . Additionally the 30 days guarantee doesnt say within 30 days of the purchase. Its a 30 day satisfaction guarantee

  

  Business Response

  Date: 03/03/2025

  Hello *******,

  We are sorry to hear that your experience with us wasn't as expected, however upon checking your order since the package was purchased back in Dec 5th 2024 and the design was provided we can no longer issue a refund since the customer passed the 30 days money back guaranteed.

  Also, we always do our best to provide all out customers with the best experience so we would love to work on the design once again and provide a free revision. 

• Initial Complaint

  Date:02/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company advertises they have professionals that understand landscape and the results we got were from someone who knows how to work a tree CAD program, not a plant expert. The growth and size were not taken into account and many would overgrown the area. This is not legitimate and I would like a refund. The design was received on 2/12/2025 and I immediately followed up with my complete displeasure. They refused the refund as it is *********************************** December, but my satisfaction could not be judged until I received the plan.

  

  Business Response

  Date: 02/24/2025

  We regret that the design did not meet your expectations. We understand your concerns regarding the plant sizes and the overall design, and we are genuinely sorry for any frustration this has caused.
  However, as per our refund policy, eligibility for a refund is based on the purchase date. Since your order was placed in December, the 30-day refund window had passed by the time you requested the refund in February. Our policy is in place to ensure that customers have ample time to review the designs, but we also understand that satisfaction can only be fully assessed after receiving the final plan.
  We would like to continue working with you to address the design issues and find a solution that meets your needs. we will reach out to discuss potential adjustments to your design.

• Initial Complaint

  Date:01/31/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Little Lime Punch Hydrangea on August 24, 2024 for $111.00, totaling to $149 after tax and shipping. It was delayed for weeks, and then months. I never received a tracking order. I requested a refund instead, but by that time I had gotten married and closed the original card I had used. I asked for a refund or a store credit for something in the spring, and I never received a response. I have tried since then and still never received a response.

  

  Business Response

  Date: 02/03/2025

  Hello ******,

  Please accept our apologize for the inconvenience caused, we have issued a full refund as requested, we always go above and beyond to provide all our customers with the best experience

• Initial Complaint

  Date:11/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed a transaction for $297 from Shrub Hub LLC on August 31st. I recalled viewing a Shrub Hub advertisement on ******** but did NOT make a purchase so I immediately contacted my bank to dispute the charge. My bank temporarily reversed the charge but is currently asking for any correspondence with the merchant such as emails, letters or any other evidence that might support my dispute. However, I am unable to provide any additional information to my bank because I have not received any services or work from Shrub Hub LLC, nor have I had any contact with the company after they charged my card. I also do not have any contract agreement with them, nor have Shrub Hub contacted me to provide services or clarify the transaction. I am formally asking the BBB to assist me in ensuring that Shrub Hub will return my $297, since no services, products or communications were received from them.

  

  Business Response

  Date: 12/02/2024

  Hello *******,

  Thank you for contacting us regarding this matter, We have issued a full refund as requested since you haven't used the service, we always aim to provide all our customer with the best experience and usually chargeback cases make it harder for us to issue refunds, that's why we always advise all our customers to contact us directly to assist them further.

  We wish you the best with your Yard renovation journey.

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a package form the online service company SHRUBHUB for a backyard design, including upgrades for unlimited revisions and 3d renderings. I was told on the telephone and on their website that their service comes with a 30 day Money Back Guarantee.We took our time to upload extensive photos and notes and then did a phone consultation with the designer.Within 3 weeks we recieved a notification that your project was complete. Upon opening the design I was just amazed at how bad the work was. The work was generic, obviously quickly and poorly done. The designer did not follow any of the instructions, in fact the designer did not even work on the correct sections of the yard. He clearly did not even look at the pictures and notes we took time to upload.I realized this was not salveageable and immediatley started the process to end the job and get a refund.The company has given me an endless runaround. They clearly make misleading claims and while boldly showing a "30 DAY MONEY BACK GUARANTEE" everywhere on their site including through the checkout process. When you ask to get your money back they fight and delay you every way they can. It is down right fraud to claim Money Back Guarantees and then fail to actually issue them.This company clearly uses this as a business tactic to sell clients and then refuse to refund clients fees if the client is dissatisfied.These kinds of business practices cannot be allowed to continue.

  

  Business Response

  Date: 12/02/2024

  Hello ****,

  Thank you for reaching out. We sincerely apologize for any inconvenience caused. As per our terms and conditions, since your purchase was made on 09/11/2024 and the design has already been provided, we are only able to offer a partial refund at this time.
  However, we are more than happy to continue working with you on the design to ensure it meets your expectations. Please let us know how we can assist further.

• Initial Complaint

  Date:09/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 21st August 2024 I purchased Shrub Hub services for two zones with 30 Day Design Consultations, 3D design Packages, 2 D satellite images 3D walkthough, Lighting plan and irrigation for $1196.00. On the 29th August 2024 I first met with the Design Consultant Alex Smith who advised me the upgrade to be able to see the 3D Design in full was $3,500.00. I was taken aback at a larger amount to be paid, however she assured me all my design plans, request, vision etc would be implemented by being a VIP. I am disappointed because the design service provided in the first instance was completely inconsistent to what was discussed and briefed. ShrubHub did not deliver a service as stated. In my attempt to then go through the opportunity to have a second consultation, it was requested by email and notes which were provided within 24hours. The second revision took another 10 days, was completely inappropriate, unworkable and was completely unsatisfactory and did not align with any of the briefing videos, images or notes. They put plans on my neighbours property - I can only work on mine!! To resolve the problem I request that you refund the VIP Package of $3,500.00 service fee your company has charged, as services have not been delivered as outlined. Whilst I am not happy with the delivery of the INITIAL package of $1196.00 I understand that ShrubHub have incurred costs and believe this is more than reasonable to cover them. NSW Fair Trading advice outlines the recourse for a full refund given the service did not meet consumer guarantees legislation, being that it does not match the descriptions, is not of acceptable quality, and is not as briefed. Further their removal of the designs provided to dashboard during complaint process can be viewed as an illegal act under Australian Consumer Law. I have had two emails with customer manager Celeste R*** who advised she will confirm a refund but has not replied further. Please note I am in **** ******** *** ********* ****

  

  Business Response

  Date: 09/30/2024

  We genuinely value your input and want to ensure you have a positive experience with our services.

  
  We would like to offer to revisit the design and assign it to one of our senior designers, who will ensure it meets your expectations. Additionally, a manager will reach out to you shortly to discuss this further and ensure your needs are met.

  
  We  are dedicated to providing you with the best possible experience.

  Customer Answer

  Date: 10/01/2024

  Good Morning

  This has previously been offered, and the results were not satisfactory. Since then, Celeste Rady has offered a refund and we are in the process of finalising that. The refund is $3500 being the VIP 3D package that was paid for ON TOP of the $1196.00 for the two design areas, 2d plan, irrigation plan and lighting plan. So ShrubHub would retain the $1196.00 paid for those plans, and refund the $3500 AUD for the 3D VIP component.

  When that is refunded, I have agreed to withdraw my complaint of services including with NSW Fair Trading and Ombudsman.

  Please note that I contacted Better Business Bureau as I had not received the communications promised from Celeste at the time, however since lodging have had several emails from her and we are both hoping to have this resolved asap.

  Many thanks for your reply

  

  Business Response

  Date: 10/06/2024

  We sincerely apologize for the inconvenience you've experienced regarding your refund request. One of our managers is currently working on it and is awaiting confirmation on which account the refund should be issued to.
  We appreciate your patience in this matter and will keep you updated as soon as we have more information.

  Customer Answer

  Date: 10/07/2024

  Good Morning,

  I couldn't see how to reply without ticking "Do not accept" - thank you, yes I have received confirmation that a refund is in progress and will be received within 10 days. However, your message is saying you are waiting for confirmation of which account to transfer to, which I haven't heard from anyone that this was a question?
  
  Please refund to the credit card that you have on file, that the package fees were originally charged to as discussed with Celeste Rady.

  However, if she is unaware that you are awaiting confirmation of account, perhaps you can't refund to my credit card? If this is the case,please let me know who to contact to provide my bank account details if that is what you require to refund the agreed $3500 AUD.

  Upon receipt of funds, I will be very happy to close this Better Business Bureau complaint file, and appreciate your customer service.

  Sincerely

  **** ********

• Initial Complaint

  Date:09/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Shrubhub regarding my recent experience with their services. I purchased a front and backyard package after completing their questionnaire, which recommended this package based on my yard's size.However, during the consultation, I was informed that I would need to pay an additional $450 due to my yard's dimensions. This additional charge was not disclosed at the time of purchase, which I believe violates the principles of transparent pricing.I have attempted to resolve this issue by sending multiple emails, but I have received no response from the company. It feels as though I have been completely ignored.Given these circumstances, I am requesting a full refund of my purchase. Thank you for your attention to this matter.

  

  Business Response

  Date: 09/30/2024

  Hello ********,

  We have reviewed your order and issued a full refund as requested.... as our customers satisfaction is our number priorty.

• Initial Complaint

  Date:09/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/3/24 we purchased their services. 8/5/24 had our design consultation. 8/23/24 we received our 1st design it did not include the features we asked for in our design. Designer apologized and said he would redo. 8/28/24 we received our 2nd design which included no change to the existing design and placed a casita with the incorrect dimensions in front our our existing slider glass door. This is also not code as our contractor explained to us that structures cannot be that close to the perimeter of the property line which we explained to the designer in the consultation. Contacted the designer he agreed to fix. 9/2/24 we received our 3rd design from designer which again did not included the features we requested in our design or fix the casita. 9/5/24 My husband reached out to shrub hub and asked for a new project designer and they said someone would reach out to us in 48 hours. No one reached out so we called again. 9/9/24 shrub hub manager ******* reached out via email and asked what she could do to help. 9/9/24 we replied with possible resolutions. No reply from *******.9/13/24 reached out to shrub hub again via phone call and email. Representative said someone would reach out to us by end of day. No one has reached out. We would like BBB assistance in collecting a refund since shrub hub has not provided the services we paid for.

  

  Business Response

  Date: 09/24/2024

  Hello ******,

  We are sorry to hear that your experience with us wasn't as excepted, one of our managers advised that when they contacted you, you advised that your account is closed, so we are waiting for an update from you to issue a refund as requested.

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased on August 17, 2024:3d Design Package - Back Yard - $237.00 (Order Number 22147350)30 ********** Revisions - $87.00 (Order Number 22147351)2D ****************** $77.00 (Order Number 22147352)Scheduled Design Consultation for August 22, 2024. During the call, I was informed that I would be required to upgrade to the "VIP 3D Design Package" for an additional $997 "due to the size of my yard". Nowhere when I made the original purchase were limitations on the yard size mentioned.I feel that ShrubHub is in the business of try to sell add-on after add-on. I am requesting a full refund.

  

  Business Response

  Date: 08/26/2024

  Hello *****,

  please accept our apologies for the inconvenience caused, however we do state in our terms and conditions that for large and extra large yards there might be extra fees and the same disclaimer shows in the purchase confirmation email.

  We have issued a full refund as requested as all our customers satisfaction is our number priority 

  Customer Answer

  Date: 08/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a whole yard design for my home on June 6th 2024 to include design of my front, both sides and back yard. The packages I purchased were for 3d design, irrigation design, lighting design and a 30 day consultation which totaled $391.00. On June 11th I had my phone consultation with my assigned designer named Eve who advised me that ****** gave me a wrong quote and my yard was too big for what I paid. She sold me on another package for $900 more, which would include my whole yard and 1 year of unlimited revisions. At this point I'm 100% ok with everything. Eve assured me that she would be the only one I'll be dealing with as I've gained confidence in her expertise while having our 1 hour long consultation. on July 1st I received the design plan and 75% of it was nothing near my inspiration photos or design ideas I discussed with Eve during the consultation. This can be fixed with revisions, but what made me realize that they won't ever be able to give me an accurate design is the levels of my property. There is a big hill in my back yard which wasn't taken into account and would need a visit to properly assess. I gave them everything they asked for including accurate measurments, current photos, a complete video tour around the property, and inspiration photos. They did not and will never be able to deliver anything I can use to give a landscape company to complete the job. I notified them within *********************************************************************************************** whole. I'm not asking for 100% of my money back, but I'd like the $900 refunded in addition to a partial refund of the original $391 as I never had them do any revisions or further work on my project after the initial plan was complete. Thank you

  

  Business Response

  Date: 08/19/2024

  Hello ******,

  We are sorry that your experience with us wasn't as expected, we have reviewed  your order and your design and would love to work on your design once again to provide you with the design you wish for.

  we always go above and beyond to provide all our customers with the best experience.

   

  Customer Answer

  Date: 08/19/2024

  I paid for a service which they can not provide me with.  I'm asking for a refund, not to have more work done.  Thank you

  

  Business Response

  Date: 09/30/2024

  Hello ******,

  We have issued a refund as requested, and we apologize if we couldn't provide you with the design you wish for.

  Customer Answer

  Date: 10/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ***