ComplaintsforAeroGrow International, Inc.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my mom an aerogarden bounty elite for mother's day. I bought it may 4th, 2021 from Amazon. The display quit working 6 months before my mom finally told me about it and I contacted aerogarden about it on Apr 16th, 2023. I asked if there was any replacement parts available and how to get them. A few emails later with model number info and such, Apr. 26t, I get this...Thank you for contacting us. We want to ensure that everyone has positive results with their AeroGarden and enjoys many beautiful and delicious rewards.Thank you so much for providing that information to our team. We are happy to see that you've had your AeroGarden for so long and hope you have had fun AeroGardening with us. Is everything except the display working? If so you will need a new base for your garden and your garden is out of the 1-year manufacturer's warranty. Our **************** team is always happy to answer any questions or concerns you have about your AeroGarden, no matter how long you've been growing.We do have updated and new models on our website, AeroGarden.com. If you are interested in a new AeroGarden, simply give us a call at ************** and one of our specialists will place a discounted order for you.Please let us know if there is anything further that we can do to help.Crystal B To which I asked if there was any technical publication or troubleshooting data for the model as I cannot afford a new replacement. And that less than 2 years for this product to fail was not very good quality. ********** responded apr 28th with Thank you for your response.Unfortunately, this type of issue cannot be repaired. The Aerogarden will have to be replaced in this situation. We apologize for the inconvenience.Please let us know if there is anything further that we can do to help.********

  Business response

  06/30/2023

  ******, there is a part that can be sent to address the issue. The garden has been out of warrantyfor a year, however, I will make a one time exception. Where should we send the part, since you mentioned that this is your mom's garden? 

   

  Just as a head's up, I will be out of the office until 7/8, so I will order the part for you when I am back. 

  Customer response

  07/02/2023

   
  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. Please send part to

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

  1994 **************.

  ******, **. 37096

  Thank you for your time and cooperation. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 3 AeroGardens in late 2020 and early 2021, including the AeroGarden 24XL Plus and 2 Bounty Elites. My wife lost her email, so I don't have exact dates, but I believe we purchased the first one in September 2020. After only 2 years, we're down to one Bounty Elite. In November 2022, one of the Bounty Elites stopped responding to the touchpad. In December 2022, the Farm 24XL Plus died (ticket was opened in Jan 2023 after the holidays). I contacted customer support, and I was asked to provide written explanations of the problem, troubleshooting steps, pictures, and a video.Customer support responded with the following, "We are happy to see that you've had your AeroGarden for so long and hope you have had fun AeroGardening with us. Unfortunately, your garden is out of the 1-year manufacturer's warranty, and we no longer carry any replacement parts for this particular model of AeroGarden." They went on to say, "We do have updated and new models on our website, AeroGarden.com. If you are interested in a new AeroGarden, we can offer you an additional 10% off your purchase on top of any current online promotions as a thank you for your loyalty as our customer." We spent $1,000 on these two planters and absolutely expected more than 2 years of use. Now we are being told to throw them away and pay another ~$900 to replace them. This is unacceptable and puts the burden and loss of poor quality on the consumer. I have seen posts from others in forums and customer reviews who encountered the same problems and got the same response, so there is a larger issue at play here. I am requesting the units to be replaced or to be refunded the purchase amount.

  Business response

  03/29/2023

  Hi *****, 

  I have reviewed your case with ** and the comments on here. In addition, I was able to find the original purchase date of the garden. It was 1/28/21. As mentioned, the garden is out of the one year warranty. However, I have been able to determine the part that you need and I am willing to send it to you at no charge. Will that address this matter? Please let me know and I will send out the part.; 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered Nov 30 2021, delivered December 7 2021. Out of boiled light hood would not work. Contacted December 13, 2021, provided info after jumping through all their hoops, documentation of purchase, model, bar code, label, told we ordered through ********** not them we were not setting up properly. Bounty Basic pump and other features work but display says light will come on next day at 8:00 am , it never does. Daylight in **** is not bright enough for healthy plants, fruit production. Numerous attempts to rectify are denied by aerogarden, now they want a video which we do not have ability or equipment to provide, nothing but runaround.

  Business response

  03/15/2023

  I am perplexed by this complaint. The customer contacted us yesterday, and we agreed to send her a new garden. The order number is AG_CSR_00029514. 

  Customer response

  03/16/2023

   
  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,
  
  ***********************

• Initial Complaint

  01/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The pods didnt grow any tomatoes. They just rotted out. It was a big mess. The aero garden made terrible noise.It didnt light up the proper buttons so you didnt know when water was needed. It was a disaster.

  Business response

  01/03/2023

  Hello, 

   

  I do not see where we have been contacted on these concerns. I have sent the email below to you so we can gather more information and troubleshoot. 

   

  Thank you for contacting us. We want to ensure that everyone has positive results with their AeroGarden and enjoys many beautiful and delicious rewards.
  
  
  We're sorry to hear that your seed pod didn't germinate, and there is a concern with your garden. We would like to have further detail. We will need to know the tomato pods that you have (we have several varieties). We will also need to know what garden you have and what you are experiencing with it. You mentioned some of the lights were not working correctly?
  
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  PURCHASED NOVEMBER 2021. STOPPED WORKING FEBRUARY 2022. ******* WILL NOT REPLACE OR REFUND BECAUSE OVER 90 DAYS. AERO GARDEN SENT A NEW ADAPTER AFTER I TOLD THEM PROBLEM IS WITH THE CONTROL PANEL. NOTHING workas WORKS. BEEPS AND FLASHES BUT NO LIGHT, PUMP, FUNCTIONS, ETCt they just give me the run around. All i want is a new bounty 9 pod with 3 boxes of herbs that were involved in this mess.

  Business response

  03/15/2022

  I understand you spoke with **** today and she ordered a new garden for you. It is order number AG-**-42768. Please let us know if there are additional questions/concerns

  Customer response

  03/15/2022

   
  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,
  
  *************************

• Initial Complaint

  12/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,On November 27, 2021 I ordered a model- Farm 24XL.Invoice ID ********* My reference number is: ******** ******** return number is: ************ I paid $593.94 and in addition, I have now paid an additional $158.00 to ***** to return the system. I also spent more than 6 hours trying to assemble the system without success. **************** initially said I should use more "elbow grease". I consider myself somewhat handy and able to read directions. This is the third item I have recently purchased & assembled for my home in the last 2 months and the only one that has given me problems.Areogrow states in emails/follow up emails, that they are committed to making sure every customer is happy with their product. I am not happy with Aerogrow product I received. I didn't want to return the 24XL farm but after multiple emails expressing the difficulty I was having with assembling the system(I believe I had a defective part or two), watching ******* assembly videos, requesting a replacement part and receiving no response to my request, I was given no other option but to return it( due to the 30 return policy and spending almost 2 weeks trying to assemble it) and spent almost $160.00 to return it.If I had been able to get replacement part/s and get the system assembled, I definitely would have kept it. However, I truly felt like no one was listening/cared. I been using Aerogrow products for more than 5 years and have never had any problems with customer service before.As of now, I have returned the system and I am requesting a full refund of what I paid for the product.In addition, I would like refund for the shipping cost to return a defective product to Aerogrow since customer service was unwilling to assist with getting replacement parts.I would greatly appreciate it if someone would respond to this email as previous emails to your company have generated mostly robotic responses and I don't believe my emails were fully read.Thank you *****************************

  Business response

  12/26/2021

  Thank you for sharing your experience and for trying to work with us. We are very sorry to hear your experience was not positive and we were not able to help you keep the AeroGarden Farm 24XL. It does look like the metal bar was not aligning properly based on the pictures you sent and we will pass this information to our quality assurance and product development teams so they are aware this happens. We are constantly trying to improve our service and our product and your feedback here is very important to us. A full refund has been requested, please look for this refund in the next 1-2 business days. We are very sorry we were not able to help fully resolve your questions and address your concerns in our previous email interactions. We will follow up with you directly via email to ensure this issue is resolved.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 7-pack of spring flower pods from Aerogarden on 8-21-21 and none blossomed in my Aerogarden device. They have a guarantee to replace any pods that fail to blossom after 21 days, so I contacted them and they sent a set of replacement pods on 9-21-21. Two of the replacement pods failed to blossom so I called them to request two more replacement pods. Their phone number now only provides a message to either email them or chat with no option to speak to an agent. Their chat is not connected and they have not responded to the email I sent them a week ago. All I want is the two replacement pods that their guarantee promises.

  Business response

  10/25/2021

  Hi ***** and thank you for reaching out. We are so sorry we were not able to get back to your email in a timely fashion. Our team is learning a new software to manage our email inbox and we're learning along the way. Our team is available via online chat from 8a-4p MST on our website, www.aerogarden.com. Look for the blue chat icon on the right side of the page to start chatting with us next time. We will set up a replacement order today to send you the pods you need and fulfill our germination guarantee. Please let us know if there is anything else we can do to help.

  Customer response

  10/25/2021

  
  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. It's a shame that I had to resort to a BBB complaint to get your attention, but I appreciate that you stepped up and fulfilled your obligation.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have written this company numerous times since August 9th regarding an issue with the pods that I purchased along with the brand new replacement machine on July 18th. They sent me replacement pods on August 18th for those that did not grow with instructions that I was already well aware of because of the same issues with my older machine. I followed the instructions to a T as usual and wrote them 14 days later on September 5th to notify them that I was having the same issue and that more of my pods have since died despite me following all of their suggestions, with photos and videos. They blatantly ignored this email as well as the follow-ups sent 9/9 and 9/13. On 9/16 they finally responded by copying and pasting a response as if it was my first time having the issue. They have made me lose so much time getting my garden back since they could no longer support their 3 year old machine I had previously. This is not a company that can be trusted or relied on and I can no longer use.

  Business response

  09/20/2021

  Hello and thank you for reaching out to share your experience with our company. We are very sorry to hear we did not meet your expectations. Our team is working to catch up after we changed the system we use on the backend to manage all of our customer contacts and we are very sorry it's taken us a little longer than usual to get back to your emails. We are a few days behind and committed to catching up to our normal response time as soon as we can. We are not ignoring you and we're so sorry about the delay in getting back to your emails. We are here to help. We will get back to your email directly today to help resolve this and get you growing in your AeroGarden again. Thank you so much for your patience.

  Customer response

  09/27/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. We exchanged emails directly as a result of the complaint. I now find that the resolution agreed upon is satisfactory to me. Thank you very much for your help.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Bounty Elite system on April 30, 2021 for $377.61. When I received my system it was missing the power cord. I reached out to the company on May 12, 2021 and they advised they would send the missing item. I waited 4 weeks, and reached back out to customer service on June 23, 2021 to check the status of the replacement. The rep apologized that the replacement never left the warehouse and resent the missing item. On July 3rd I finally received the powercord and connected my garden. Unfortunately, the lcd panel did not work, I was not able to even start up the garden. I reached out again to customer service for assistance. On July 8th I was assured they would send out a base replacement and it'd be received in **** days to resolve the issue. I waited for 1 month and did not receive the item, reached out to customer service via char and was advised that the item was on its way and to wait another 10 days. I have waited 5 months to use my garden.

  Business response

  09/09/2021

  Thank you for contacting us and for sharing your experience. We are so sorry that it has taken so long for you to receive the replacement parts you need to start growing in your AeroGarden. We have escalated this situation to our ****************** and will follow up accordingly until we have confirmation that the part you need has been sent. We'll follow up with you directly via email as well until this is resolved. Thank you for your patience and for working with us so we can make this right.

*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. ↩