ComplaintsforNearly Natural, LLC.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Very disappointed with what I received. I have an 82 inch olive tree that O ordered a year ago. The 2 olive trees that I recently ordered have fake painted branches. Even the pictures do not display the trees to look like this. Peeling paint thats slopped over the tree. Completely disappointed that this company thought that its ok to deceive customers. I told everyone that visited my home about the 82 inch for the holidays only to receive 2 more with POOR QUALITY! I will retract my feelings about what I thought this company represented.

  

  Business response

  01/22/2024

  Hello *******,

   

  Thank you for contacting Nearly Natural, we apologize for the inconvenience.

  Usually you would submit a return or replacement request from our returns online portal: *************************************************************************;

  If you have a specific question about quality or if you would like to share feedback on a defective item you can always send us images to ****************************************** 

  When we have images we can share the feedback with our quality control team, and if you would like a replacement tree we can request from quality control to inspect it prior to sending the tree to make sure it's in optimal state. 

  Customer response

  01/22/2024

   
  Complaint: 21179765
  
  I am rejecting this response because:

  when I reached out to the company THEY DID NOT request photos to check quality. They wanted me to specifically return the item or exchange. I have purchased trees in the past and the branches were all natural and not painted / plastic. Very disappointed. 
  
  Sincerely,
  
  *************************

  

  Business response

  01/22/2024

  Hello *******,

   

  We have sent you email correspondence with our returns policy and the options you have for your replacement or return.

  Kindly keep in mind you have 30 days from the date you received your item to do a return or replacement.  

   

  Please contact us via telephone or email:

  You can reach us at ************** during our business hours from 8:30 AM to 5:00 PM EST. ****************************************** 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order last week and was provided a code of COOL to receive 30 percent off my order. This discount has NOT been applied after at least 6 separate e mails to this company. I contacted my Bank, I now have a case against Nearly Natural for my 30 per cent discount. I have screen shots of e mails. Now I am being told until I drop the case they will NOT give me my discount. I am NOT dropping the case since I feel I cant trust them to give me the discount. Order ****** *********************.

  

  Business response

  01/27/2023

  Hello BBB,

   

  Unfortunately the customer forgot to apply the discount code to her order, for us to be able to refund her we will need her to remove the dispute with her bank, as we mentioned to the customer. 

  Best regards,

   

  Nearly Natural Customer Service

  Customer response

  01/27/2023

   
  Complaint: 18904922
  
  I am rejecting this response because: I have recontacted my bank and they have advised me NOT to remove my dispute since Nearly Natural has not acted on refunding my 30 percent discount to my original method of payment. 
  I did apply the COOL discount code on my initial attempt to order and as soon as I received the confirmation of my order and did not see the COOL discount code applied, I immediately e mailed Nearly Natural. 
  I continued to try to contact them, I have at least 12 e mails to them ( by the way I have NOT even received my order yet!). I can provide all 12 e mails as proof of trying to contact them with no response. 
  

  
  
  Sincerely,
  
  *********************

  

  Business response

  01/30/2023

  Hello,
   
   
  
  Please keep in mind it may take 1 - 3 business days for processing, and 7 - 8 business days for shipping. Your order has been handed to the post office as we mentioned on the tracking details and it's expected to arrive in the next 72 hours.
  ****************************************************************************************************;
   
  We kindly ask you to remove the dispute with your bank so we can apply the discount to your order, unfortunately the dispute doesn't allow us to refund you as we have mentioned in previous communication. 
   
  Please let us know once the dispute has been removed so we can apply the refund you have requested. 
   
  Best regards,
   
  Customer service.

  Customer response

  01/30/2023

   
  Complaint: 18904922
  
  I am rejecting this response because: I have contacted my Bank and they have advised me NOT to remind my dispute to do so would not be in my best interest. 
  Nearly Natural could have saved them and me by complying with their advertised offer before it was escalated to this . 
  I do not trust them to give the discount at this point when they could have already done so. 
  I am steadfast in my position. I am not removing the dispute. 
  

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a damaged item from the company on 12/18/2022. They were terrible to deal with and didnt want to refund me right away. I called twice and was out on hold and never given a resolution. I sent the item back via ***** and they did not refund me the shipping and tax for a damaged item that they sent, but luckily I got my money back for the item. That seems illegal to charge a person shipping and taxes for broken merchandise that they sent a customer. I informed them that I will be reporting them to the BBB and they have ignored me and my requests for a refund. This company is criminal. As a mother of two babies, I don't have time to continually call and ask for my money back. I am doing this for a refund and out of principal because this company is hoping that people are too busy to fight for their money back and they will continue to scam people through not responding and making it hard to get a refund. They should be shut down or fined.

  

  Business response

  01/20/2023

  Hello BBB Serving Southeast ******* and *************,

   

  Order Number: 374393

  Unfortunately we don't refund shipping charges as mentioned on our website: "Shipping costs are non-refundable".

  **********************************************************************;

   

  Best regards,

   

• Initial Complaint

  05/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 4-22-2021 I ordered 5 palm trees for $476.22 on order #******. After one season of use the main pipes that is the structure of the plant is totally rusted out.I contacted them and wrote a review on there site. They told me there was nothing they could do and they did not post my review or contact me after the review was accepted.

  

  Business response

  05/24/2022

  Hello BBB,

   

  Unfortunately we only take returns or replacements within 30 days of the item being received by the customer. This customer contacted us on Apr 26, 2021 asking for tracking details, according to the ***** tracking number is ************ order Delivered 5/01/2021 10:29 am.   

  The second point of contact was on 05/02/22, the customer was asking for a replacement or a refund past the 30 days.

  Original order date: 4/22/2021, and the customer received it on 5/01/21.

   

  Best regards,

   

  ****************** 

  Customer response

  05/25/2022

   
  Complaint: 17240430
  
  I am rejecting this response because: the return period has nothing to do with falsely advertising the product as outdoor rated or not posting a review that reveals how the product holds up over time. This is doubly deceitful. Had I known the product was made of steel pipe that would rust I would not have let it be exposed to water.
  
  Sincerely,
  
  ***************************

  

  Business response

  05/26/2022

  Hello *****,

   

  We apologize for the inconvenience, we only carry a *********************************************************************************** if the customer doesn't want to keep it. Your order was placed over a year ago and it's outside of the 30 day period. 

  We don't offer any kind of extended warranty.

   

  Best regards,

  ****************** 
  

   

  Customer response

  05/27/2022

   
  Complaint: 17240430
  
  I am rejecting this response because: it is the same response I already rejected. They are not taking responsibility for false advertisement and not posting a review that shows people the quality of there product.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see attached

  

  Business response

  04/27/2022

  Hello ****.

  We have been unable to read the content of your complaint through the BBB as it looks like you meant to attached a document not available for our review. Nonetheless, upon reviewing our records we can respond to your complaint regarding not having received a refund/exchange for your order.

  You made a purchase on our website on Nov 17th, 2021 for 10 pieces of 22" Artificial Large Boston Fern Hanging Basket, Order #280777. On December 28th, 2021 you submitted a request to exchange 1 piece of this product due defective item (broken rope). Consequently, we issued a replacement order for 1 piece on the same day at no additional cost (Free). Then, 3 months after, on March 22th, you contacted us with another refund/exchange request due to the same issue. We were unable to process your request for two reasons: first, the return window for the items you initially purchased on 11/17/2021 expired 30 days after the delivery date which was Tuesday, November 23, 2021 (90 days to be exact).Second, you confirmed via images and email you had placed our 22" Artificial Large Boston Fern Hanging Basket in your porch. Kindly note this is not an outdoor item and wear unable to identify what elements could have worked in detriment of the quality of the plant during 4 months., nor we offer product warranty for life.

  Not all Nearly Natural fake plants can go outside, this is why we disclose in the product name when an item is outdoor or UV resistant. This one is not, and unless it is disclosed as part of the product name or description, it should not be hanged outside regardless of hanging it under a covered or uncovered location. We have an extensive line of UV Resistant artificial plants and outdoor fake trees that are exclusively designed with UV Protection so that you can rest assured knowing that when displaying your artificial greenery outdoors, you won’t have to worry about them suffering damage from the natural elements. 

  We apologize we cannot be more helpful and have to respectfully decline your request for a refund or exchange order.

  Sincerely, 

  Customer Service Team

• Initial Complaint

  03/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an artificial plant/tree from this company sometime in the last couple weeks and it arrived late last week. It is the wrong item, wrong color, terrible quality and I have only been able to reach their voice mail. They have not called me back. I cannot find my order number so I can't do an online return. All I need is that order number and instructions for returning it and of course a refund. I don't have a receipt either but I think I paid around $70.00.

  

  Business response

  05/04/2022

  Hello BBB,

   

  This customer contacted us via telephone call on 3/26/22, unfortunately we're not open on the weekends. Our hours of operations are Monday thru Friday from 8:00 Am to 4:30 PM EST. Due to the back log we have from the weekends we answered their request on 3/31/22, we informed the customer we had generated a return label so they can bring the item to their nearest ***** location and once the item is scanned the system will refund them once the item is in transit within 5 - 7 business days.

  The customer reached out to us on 4/20/22 stating she never received a refund, I mentioned the fact that we indeed had sent her an email on 3/31/22 with the return label and after further review the item had not been sent back, and for that reason the system didn't generate a refund. 

  The item was received on 5/3/22 and the system generated the refund on 4/29/22 the customer was also sent an email confirmation of the refund and she should receive the funds in 3 - 5 business days from 4/29/22

  Order number 310645.

   

  Best regards,

   

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

  Nearly Natural

  Customer service supervisor

   

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had nothing but continual problems with Nearly Natural for the past year. I have been doing business with them off and on since 1999. I have friends who own companies in South FL who do major business with them over the years as well which will be all lost now once I'm through. They do not inventory their products so the customer will order something that states they are in stock when the item is not and your money will be held without a future date for your receiving item. I received an expensive ledge piece crammed into a very tiny box resulting in it being permanently damaged and I do not drive or have a way to a drop off FedEx location to return it so I'm out the money and out the item. And Nearly Natural will do nothing but allow their greed to rule the outcome. You can go to homegoods and get something 10 times nicer for an eight of the price. Stay away from this company they do not work with their customers. Dollar signs are their only motivating factor

  

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/10/07) */ Hello ***********, We have sent you an email offering a resolution for your order, please respond to the email I have sent you. Thank you, Enrique R. Business Response /* (1000, 8, 2021/10/08) */ The customer responded to the email we sent him, we had explained the returns and replacement policy to him. Unfortunately he threw the item away according to his email, we need an item to issue a refund or offer some sort of discount. We were unable to confirm damages or defectiveness for the discarded items Consumer Response /* (3000, 10, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unwilling to work out a fair resolution insisting on "new policy changes" to a customer who has been around for many years. I received the second shipment to this particular order for the same item that was damaged in packing (I ordered two) And it arrived in a box three times bigger than the first one that was stuffed into a box. Strange. All I get is a ridiculously patronizing email with "fluffing instructions" when the item was damaged beyond a mere "fluffing". Now i understand the awful reviews for this company and I will no longer do business with them as well as my friend who does huge business with them through his company in Broward county. So a 60 dollar item was worth 10,000 plus a year revenue being lost. SMART Business Response /* (4000, 12, 2021/10/11) */ customer provided images of undamaged boxes and there was nothing indicating the product was damaged. I asked if he can send any detailed or close up images to see where the items were damaged, he declined. Shared how he can shape and fluff the products since I was not able to exactly see where the damage was.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1.) it fell out of the tree and was hanging by two wires 2.) the clips on the battery pack broke off and there was nothing to hold the batteries in C.) the battery pack turned hot in my hand 4,) a light started to light at the end where a bulb was. It started to smolder then smoke. The branch was burning. I burned my fingers removing the bulb from the tree. The battery pack grew increasingly hotter until I yanked out the batteries. 5.) the battery compartment wires broke and the pack fell off. 6.) the completely faulty battery pack aside, there were two branches in the box that had fallen off before I even unboxed the tree. 7.) help!

  

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/10/22) */ Customer was informed of the returns policy, unfortunately they were past the 30 days they had to return or exchange the item. Consumer Response /* (3000, 7, 2021/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) In March 2021, I purchased item from seller, then six months later it startied a fire. Surely this seller can see the difference between an item being returned for cosmetic reasons AND another return of the item because it is a fire hazard. Business Response /* (4000, 9, 2021/10/26) */ Customers have 30 days to return or replace merchandise per our returns policy, this customer contacted us 4 months after the fact. Consumer Response /* (4200, 11, 2021/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) NEARLY NATURAL's company motto is "Satisfaction Guaranteed." It should be: "Satisfaction Guaranteed for 30 days" The company motto is a lie.

*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. ↩