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:08/24/2024

  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.

  On 7/28/24 I purchased a 12 pod seed pod kit for $40.52. After wasting close to a month on waiting for germination, only 2 of the 12 pods were viable. Even those looked spindly and sick. The company refused to honor their warranty because I did not have an Aero Garden machine. I have a similar machine bought through Amazon. There is no disclaimer and nothing on their website indicating they will not warrant their product if a different manufacturer's garden is used. This is not a reputable company.

  Business Response

  Date: 08/26/2024

  I am sorry you were disappointed with the pods that you purchased from us. Our pods are specially designed to be used in our gardens. We cannot guarantee they will germinate in other gardens, as we have not tested them for that. We have a statement on our website indicating this. I have pasted a link for you below and attached a screen capture of the page where it is located.  
  
  **************************************************

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22191620
  
  I am rejecting this response because my equipment is no different than what's sold through Aerogrow.  I saw what Aerogrow does with seed pods.  They insert 1 or 2 seeds and expect them to grow.  Out of 12 pods only 2 pods germinated.  I threw out the two because they were sick looking.  I am a senior living on social security.  I wanted to grow my own herbs to save on groceries.  Now I'm out $42 plus all the time invested.  I'm sick and tired of these companies s******* consumers.  In addition, their customer service **** have been disrespectful towards me by referring to me by my first name after I have repeatedly asked that they address me more formally.  
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair 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 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

  Date: 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 Answer

  Date: 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

  Date:03/26/2023

  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.

  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

  Date: 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

  Date:03/14/2023

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/01/2023

  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.

  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

  Date: 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?