Complaints

This profile includes complaints for Pennington Seed's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pennington Seed

  PO Box 290 Madison, GA 30650-0290

• 

  Pennington Seed

  1280 Atlanta Hwy Madison, GA 30650

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:08/08/2024

  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.

  This new product full season all in one is a disgrace for Florida Lawns The weed part creates more weeds and kill the grass The feed part does not say clearly which kind of grass we should apply the product.They say suitable for various grasses conducting the consumer to mistakes and damages This product killed our mix of Bermuda grass and st augustine grass literally killed all out yard *********** needs to be clear, respectful and responsible with all usa consumers We demand the refund of the repair of our grass damaged by this product Once again this company states all weeds they can treat on the package but doesn't say the kind of grass.How can I consumer imagine that the product will not work in it's land, after a lot of false abusive an dd untrue advertisements They should make the true available to all consumers

  Business Response

  Date: 08/09/2024

  This consumer states they applied the product Full Season Weed and Feed to their turf which is a mix of ************ and Bermudagrass. There is a section of the application instructions titled Where To Use. This section specifically and clearly lists the different lawns the product can be used on but also which ones it should not be applied to. If the product is applied to a turf that is not approved, damage can occur which could kill otherwise healthy grass. When applying weed killers it is important to read full label instructions because the type of lawn is important to avoid unintended damage. We have added the full product label and a zoomed in and highlighted portion of the label with the quoted information we listed below from the bag as attachments.
  This product may be used on the following established turf species:
  Established Cool Season Turfgrass: Kentucky bluegrass, rough bluegrass (Poa trivialis), perennial ryegrass, fine fescues, tall fescue, seashore paspalum Established Warm Season Turfgrass: Bermudagrass, buffalograss, zoysiagrass
  This product may NOT be used on: annual bluegrass (Poa annua), bahiagrass, bentgrass, carpetgrass, centipedegrass, dichondra, St. Augustine. Do not use this product on turf grasses where desirable clover is present
  
  While we certainly sympathize with the consumers current predicament, this was not due to Penningtons negligence. The damage was entirely caused by not following the St. Augustine grass type restriction instructions.

• Initial Complaint

  Date:07/04/2024

  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 first of May 2024 We bought a new product from Pennington at ******* online store for fertilizing our beautiful ***** sf yard.Product: Pennington Full Season Weed and Feed Plus Crabgrass Control Lawn Food 25-0-8 Fertilizer, 43.2lbs, Covers ****** sq. ft.We followed all the recommendations, no mower...watering 24 hours before aplication and then watering 24 hours after application.This product has a recommendation to set up the mini edge guard spreader as number 9, for us this was totally strange because all the other fertilizers we used before the spreader set up it was recommended as 4/5 at most.We did apply the product exactly as package recommendations and 10 days after our front yard was totally dead burned and damaged The product was so strong for our grass and all specialists consulted affirmed that it was too much product applied. Too much chemicals.Besides the product didn't work, we had burn marks and weeds everywhere, the company is conducting consumers to make mistakes with the spreader setup recommendations We submitted a 1 star review at ******* page, also we message the company customer service in May and they never replied 2 months later our yard is totally destroyed and we are asking Pennington to come here and fix it. They can not sell a new product and destroy beautiful lands and don't come here and even check it out and fix it.We really need the repair of our grass as they say they are the specialists in beautiful lands For us this is a nightmare We are totally frustrated and beside that with this burned lawn we can receive a citation from our HOA Please ask company to be responsible and fix their horrible new product errors , fix the setup information in the package and fix our grass Ps they have more reviews like mine about killing others grass with this new product

  Business Response

  Date: 07/15/2024

  The consumer states in the complaint she believes her St. Augustine grass lawn (grass type confirmed via follow-up with consumer) was damaged by an erroneous spreader setting listed on the bag. We do not believe an incorrect spreader setting was the cause of the reported damage to the lawn. Instead, the product should never have been applied to St. ************************ as stated on product label.
  
  There is a section of the application instructions titled Where To Use. This section specifically lists the different lawns the product can be used on but also which ones it should not be applied to. If the product is applied to a turf that is not approved damage can occur which could kill otherwise healthy grass. When applying weed killers it is important to read all instructions because the type of lawn is important to avoid unintended damage.
  
  Regarding the consumer's concern with the stated spreader settings, spreader settings on the label were validated with the different spreaders listed and the application rate. Fertilizer products vary widely in the application rate so it is not a valid assumption to make a general comparison of one product to another. We note this for clarification as the consumer does state she followed the product's recommended spreader settings.
  
  We would offer a refund for the product purchase price of $58.00 but would like to clarify that we dont believe the spreader settings resulted in any lawn damage.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21942286
  
  I am rejecting this response because:

  They should inform clearly that it can not be applied in ************ grass

  There was no information about it when I bought the product

  Also they changed the package and spreader set up info

  there was no such instruction before

  i want they come to check my grass. It is wasy to put all fault in consumer shoulders wheb they are doing false publicity 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/15/2024

  Good afternoon, 
  
  Pennington Full Season Weed and Feed is brand new and this is the very first season the product has been on the market. Companies have to go through extensive lengths to make any label changes to their products and then must get the changes approved by the **** It is not possible any changes have been made to our product instructions on the package for the spreader settings, the restrictions on grass types or any other part of the label. I have attached the full product label as it is printed on the bag. I have also attached the zoomed in and highlighted portion that is located under the "Where to Use" instructions. The instructions state "This product may NOT be used on: annual bluegrass( Poa annua), bahia grass, bent grass, carpet grass, centipede grass, dichondra, St. Augustine. Do not use this product on turfgrass where desirable clovers are present."  Additionally, our technical department stands by the fact that the spreader settings on the instructions are correct for the listed tolerable grass types. While we certainly sympathize with your current predicament, this was not due to Pennington's negligence. The damage was entirely caused by not following the St. Augustine grass type restriction instructions.
  
  Pennington is still offering a refund for the purchase price of the product in the amount of $58.00. 

• Initial Complaint

  Date:05/16/2024

  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.

  Dear Better Business Bureau,I am filing a complaint against Pennington Seed regarding a recent purchase and lack of response from their customer service department.On [April 4, 2024], I purchased a bag of Pennington Smart Seed Bermudagrass (8.75 lb., ***** sq. ft.) Grass Seed and Lawn Fertilizer from *********** Unfortunately, despite following all the instructions on the packaging, the product yielded unsatisfactory results. I haven't seen any grass growth.As a loyal customer who values ********************** products, I contacted their customer service department seeking a refund or replacement under their money-back guarantee. I sent an email to their various teams by going on their website and contacting them and outlining the situation and attaching a copy of my receipt. I also called their customer service lineand left messages, but haven't received any response or resolution.Due to the lack of response from Pennington, I am now seeking your assistance in obtaining a refund or replacement for the Pennington Smart Seed Bermudagrass. I am disappointed with the product's performance and Pennington's disregard for my attempts to reach customer service. I have attached a copy of my purchase receipt and a copy of the email I sent to Pennington for your reference.Thank you for your time and assistance in resolving this matter. Sincerely,Initials - "HR"

  Business Response

  Date: 05/17/2024

  Good morning ***********, 
  
  You first contacted Pennington on 04/17/2024 by emailing our team six times, at the same time you filed this complaint. Please respond to the email we sent you with your receipt, a photo of the *** barcode and the seed analysis tag. Once we receive the needed information we will be able to assist you. We look forward to resolving this issue amicable manner. 

  Customer Answer

  Date: 05/21/2024

  Hi BBB & Pennington Seed,

  Pennington Seed claims that they responded to my email but I did not recieve any emails from them and I checked all my spam and junk folders as well.

  They asked for the reciept which is already provided to them when I contacted them six times according to them and it's also attached in this BBB report against Pennington Seed.
  I have also attached it again here for their reference. I am still getting the run around from Pennington Seed 

  If I sent them an email 6 times and they tracked it howcome they did not make any effort in writing back? my email is the same as mentioned on their website when I filled the contact and complaint details it's *********************** 
  

  "You first contacted Pennington on 04/17/2024 by emailing our team six times, at the same time you filed this complaint. Please respond to the email we sent you with your receipt, a photo of the *** barcode and the seed analysis tag. Once we receive the needed information we will be able to assist you. We look forward to resolving this issue amicable manner. "

  
  
  My email to pennington - 

  ************************;<***********************> Thu, May 16, 5:56?PM (5 days ago)
  to ******************************
  
  Dear Pennington ************* Team,
  
  I hope this email finds you well. My name is ***********************, and I recently purchased a bag of Pennington Smart Seed Bermuda Grass (8.75 lb., ***** sq. ft.) Grass Seed and Lawn Fertilizer from *********** I am writing to request a refund for this product due to unsatisfactory results.
  
  I can provide a copy of my purchase receipt from ********** for your reference.
  
  Despite following all the instructions provided on the packaging, including proper soil preparation, seeding, and watering according to the guidelines, I haven't seen any significant grass growth.
  
  As a customer who values ********************** products, I'm disappointed with the outcome. Considering your money-back guarantee, I'm hopeful you'll honor my request for a refund for the purchase price of the Pennington Smart Seed Bermudagrass.
  
  Please advise me on the steps necessary to initiate the refund process. I appreciate your time and attention to this matter.
  Sincerely,
  
  ***********************

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

   

  Business Response

  Date: 05/21/2024

  Good afternoon, 
  
  We have received your itemized receipt, thank you for sending it. We do still need you to take a photo of the *** barcode and the seed analysis tag and submit them so we can start the refund process. Please reply to the email we have sent to you so we can resolve this issue for you. We look forward to your reply. 

  Customer Answer

  Date: 05/21/2024

  Dear BBB,
  
  I am writing to provide an update on my complaint regarding a refund request for seeds purchased from Pennington Seeds.
  In my previous communication, I expressed frustration with the delay in receiving my refund. Pennington Seeds requested additional documentation, including photos of the *** barcode and seed analysis tag on the package, via email on 05/21/2024.

  
  I have now attached this documentation to both my original complaint on the BBB website and directly to Pennington Seeds in an email dated 05/21/2024. [Date of Email with Documentation]. I have fulfilled all requirements from my end to process the refund as requested by Pennington Seeds. I respectfully request that the BBB intervene and urge Pennington Seeds to issue a full refund for my seed purchase without further delay.
  
  Thank you for your continued assistance in resolving this matter.
  Sincerely,

  Business Response

  Date: 05/22/2024

  Good afternoon, 
  We have responded to you via email with the refund approval now that we obtained 3 documents that were required to process the refund. Please let us know if you need further assistance. 

• Initial Complaint

  Date:04/22/2024

  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.

  Purchased four bags of Pennington seed to do some patching on the lawn. Use a lot of Pennington products. The seed had moldiness and could not use due to the looks of it. Phone company for reimbursement and the woman kept me on the line for half an hour first she said yes then she said no then she said yes but and then she said no and we went round and round the block after promising me a refund and taking it back several times. Please replace the four small bags of seed or send me my money back thank you

  Business Response

  Date: 04/23/2024

  *************** told the agent who took the call she had purchased 2 bags of seed not the four she stated in her email to you. She also stated she was on the phone for 30 mins, when she and the agent were on the call for one (1) minute and 51 seconds (our calls are timed). The agent explained our refund policy which is clearly stated on the packaging. We need the seed analysis tags and barcodes from all bags and a copy of the receipt dated within the last 90 days.  Once we receive these documents we will issue a refund. *************** said she did not have the receipt and was advised that the retailer who reissue her a receipt and she said she didn't do that. She got angry and called the agent a bad name and hung up on her. We have received no documentation and have not refunded any monies. We do not do replacement of products. 

• Initial Complaint

  Date:02/18/2024

  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.

  Product purchased at ******* ******************************************************************************* on February 2 **** $5.13 three pound bag of pennington small bird blend food.This bag is contaminated and had goat heads mixed in with the bird seed!! Package does not list goat heads as one of the ingredients so I know this is foreign material.Have sent a message awaiting a response.

  Business Response

  Date: 02/20/2024

  
  February 20, 2024
  *******,
  Thank you for reaching out to someone regarding your product issue. It has reached us at D&D Commodities the Manufacturer in which we are working with quality control and plant production managers as well as purchasers to ensure this issue is fully reviewed and fixed.
  If you have not already requested a refund from Walmart,please do and let us know if you run into any issues and we can look into another option to get you a replacement or voucher for the cost of the product.
  We apologize sincerely for any inconvenience this may have caused and again thank you for making us aware of this issue as we strive to have the best product out there for our customers and their pet birds. We wouldnt be able to continue to strive for the best with out customers like you who care enough to inform us of issues they come across.
  If you have any future questions or concerns please always feel free to reach out to ** at **************. 
  Thank you
  
  *******************************
  Office & Operations Manager
  *******************
  *******, ** 56757
  **************

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21311258
  
  I am rejecting this response because:  I was not able to get return nor replace at the store.
  Which was the reason I decided to contact company and file bbb complaint.  Please respond either to my email or on here ********************** thankyou,

  i want a uncontaminated replacement directly ** I don't want to try and use any product voucher and risk grabbing another contaminated bag from ******* or any other stores in the area perhaps carrying the same batch number or whatever.

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

  Business Response

  Date: 02/22/2024

  BBB - I have responded directly to the customer. with the following:  
  
  "I just received your response via the Better Business Bureau Site and I will happily have a bag of this sent directly to you, that is no problem. We completely understand your concern and appreciate your understanding and providing us these details of your situation.Please provide your shipping address for where you would like the seed sent.
  
  Thank you"

  Customer Answer

  Date: 02/22/2024

   
  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.  And I provided my address in an email to *********************************. Her email is listed as ***********************

  My address is as follows

   

    2020 *************, apt. 21,

   ****************, ** 80909

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

• Initial Complaint

  Date:08/10/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 filed a claim with Pennington in early June. I recieved a email nearly a month later asking if I had provided the information required. I re mailed the information and have attempted to contact them numerous times to no avail.

  Business Response

  Date: 08/10/2023

  No further comment.

  Business Response

  Date: 08/17/2023

  ************* was refunded the week of July 31st. If he did not receive his check. He needs to let us know. I consider this case closed.

  Customer Answer

  Date: 08/17/2023

  I have not yet recieved anything from the company. As that it was supposedly mailed 17 days ago I should have recieved it by now.

• Initial Complaint

  Date:08/02/2023

  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 2- containers of ******* grass patch 1 at Hm Depot, other at Lowes, this one on 6/26/23 that I am seeking reimbursement. I received a refund for the Hm Depot purchase but never received a refund for the Lowes purchase. I have emailed their customer service ***** ******* and have received no response. I am seeking a refund of $21.97, because of their 100% satisfaction guarantee. Attached receipt and pic of UPC code of product.

  Business Response

  Date: 08/03/2023

  ******************* was approved for a refund and should have received his check by now. He did not send full documentation as stated in our guarantee on the bag. He only sent partial documentation (just receipts). Our guarantee states to keep the bag and proof of purchase. We need information from the bag in order to retest the product to see if our seed was indeed at fault. We are not required to send any refund without complete documentation. ******************* was given a refund as a "goodwill" gesture. I consider this issued closed.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20412389
  
  I am rejecting this response because:  I purchased this product 2x, once at Hm Depot and the other at Lowes, pls see attached receipts and NDC codes for each purchase.  I only received a refund for the Lowes purchase and did submit the 2nd receipt to them.  I did NOT receive the refund for the Hm Depot purchase.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/10/2023

  Our packaging clearly states what is needed if you are not satisfied with our product(s); Keep packaging and proof of purchase and contact us "about" a refund. ******************* only furnished us with full documentation on one of the products and partial documentation on the other. He was given a full refund on one item as he furnished full documentation. On the second item he was given a partial refund (50%) as he only furnished proof of purchase. We are not required to give any refund when all documents are not received. We opted to give a partial refund as a "goodwill" gesture. 

  ******************* was sent an email explaining what his refund would be and how it was determined. He did not reply to us that he was not satisfied with the refund.

  We stand with the refund given.

  Consumer Care Team

• Initial Complaint

  Date:07/28/2023

  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 would like to file a complaint against Pennington Seed ****** ************************************** ) a subsidiary of ************************************** *********************** ) regarding their refusal to honor a posted satisfaction guarantee. On July 22, 2023, I purchased a bag of Pennington grass seed on Amazon after reviewing the product guarantee on Pennington's website, which stated there is an unconditional 90-day satisfaction guarantee. After following all stated requirements, submitting my refund request within 90 days providing documentation of purchase, UPC code, and seed analysis tag - Pennington declined to issue the refund claimed under the satisfaction guarantee.I have made numerous efforts to resolve this directly with Pennington, including with *********************** and ***** [last name unknown], and have not received satisfactory resolution despite meeting all published terms and conditions.The reasons cited for stonewalling my refund are arbitrary requirements not stated anywhere in the original satisfaction guarantee on which I based my purchase decision. I have thoroughly reviewed the guarantee & packaging. Neither indicates seeds must be planted or allowed time to germinate in order to obtain a refund. In summary, Pennington Seed has acted in bad faith by:1. Refusing to honor a published customer satisfaction guarantee 2. Imposing new requirements not included in the original terms 3. Failing to issue a refund after I met all stated requirements 4. Potentially violating ********** ********************** Code ***** Their denial of my refund claim, despite meeting all published guarantee terms, appears to violate ********** BPC ***** laws against deceptive, misleading, false, and untrue advertising designed to induce the purchase and sale of goods or services.I hope the BBB can assist in getting this resolved, as Penningtons actions seem highly unethical. I simply want them to honor their posted guarantee. Thank you and I look forward to your assistance.

  Business Response

  Date: 07/28/2023

  We do not have an "unconditional" refund policy. Our guarantee does state if you are not satisfied with the product after use as directed you may seek a refund. Refunds are not guaranteed. They will be reviewed.

  ***************** purchased the seed and 2 days later decided she was not satisfied with it. Two days certainly does not give any of our grasses time to germinate. She never stated that she had even planted the seed, she just said she was not satisfied. We guarantee our seed to grow. We do not guarantee to refund because you may have realized you purchased the wrong product. If she was dissatisfied with the product she could have returned it to the retailer. 

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20389320
  
  I am rejecting this response because:
  
  

  I must respectfully disagree with Penningtons response, which unfortunately continues to demonstrate a lack of adherence to customer service best practices in addition to the stated guarantee terms. Their denial remains highly concerning especially given their response contains several profound inaccuracies:

  
  1. The satisfaction guarantee as advertised on their website at the time of purchase, and to date, states a refund would be issued if the customer was not satisfied, with no mention of exceptions like planted seeds or quick requests. I have attached a screenshot showing the actual broad language used.

  
  2. When I initiated my refund request, providing documentation of purchase, the *** code and the package seed analysis, Pennington's representative never asked whether I had planted and grown the seeds. That criteria only surfaced after the claim was denied.

  
  3. I complied with every step of the process outlined in the satisfaction guarantee, on which I based my purchase, in good faith. Pennington cannot retroactively change the terms I was promised.

  
  4. Nowhere in the original guarantee does it state refunds are contingent on time for germination or realizing the "wrong product" was bought. Their response blatantly contradicts the posted terms.

  
  As I have mentioned in previous communications to Pennington representatives, as the product packaging was opened, returning it to the retailer was not an option per their policies. Additionally, after observing what appeared to be defective, abnormal seeds, I disposed of the product.  I have a small child who is disabled and cannot have things with fertilizer and chemicals laying around. However, none of this should impact my refund eligibility under the broadly advertised satisfaction guarantee.

  
  Penningtons denial of my valid refund claim is a troubling breach of consumer trust and concerning violation of ************ prohibition on false advertising. The company's stubborn inflexibility and persistent stonewalling of my valid refund request call into question the integrity of their business practices. 

  
  More important than money, this has become an issue of ethics and consumer rights. I purchased these seeds only because of Pennington's advertised guarantee, which I fulfilled in good faith yet have been denied. Hoping executive leadership still values integrity, I have also contacted the parent company CEO ***************** at Central Garden & Pet, directly seeking his assistance to resolve this troubling refusal to honor Pennington's own guarantee. I hope that executive leadership will have a greater appreciation for standing behind the guarantees made to loyal customers.

  
  In the absence of a satisfactory reply from **************, if Pennington refuses to make this right per their own posted terms and conditions, I may have no choice but to pursue further actions to obtain justice and redress. Particularly if they will not realign their practices with principles of honest customer service. However, my strong preference remains that Pennington simply honor the same guarantee that induced my purchase in the first place. 

  
  I hope bringing this complaint to the BBBs attention and sharing it with other consumers will encourage Pennington to do what is right. I sincerely look forward to resolving this matter amicably.

  Business Response

  Date: 08/01/2023

  We stand behind our first response of no refund as the consumer never even used the product. How can she be dissatisfied?

  Customer Answer

  Date: 08/01/2023

  Dear BBB of Metro Atlanta, ****** & NE Georgia:
  
  I continue to firmly reject the businesss responses, which have persistently shown profound disregard for consumer rights and ethical business practices.
  
  The business has proven through their responses that they have ZERO intent to honor their own posted guarantees or operate ethically. 
  
  Their "guarantees" are false and deceptive advertising used to induce purchases, then arbitrarily denied to consumers.
  
  They have treated me abhorrently throughout this complaints process by systematically moving goalposts, flagrantly inventing stipulations after-the-fact, intentionally providing misinformation, and blatantly disregarding the original guarantee terms that induced my purchase.
  
  This mistreatment is a gross violation of consumer rights. Their deceptive, unscrupulous practices are unconscionable and morally reprehensible.
  
  This should be made PUBLIC to forewarn all consumers. This company has shown consistent contempt for accountability, integrity, transparency, and abiding by the policies that convince consumers to buy.
  
  I implore ALL CONSUMERS to avoid buying from PENNINGTON (**************************************) and CENTRAL GARDEN & PET (***********************). They do not respect customers and brazenly break their worthless "guarantees" used to make sales and line their pockets.
  
  For ethical grass seed purchases, I highly recommend looking to ******* GRASS SEED instead, as their "No Quibble Guarantee" may hold more weight.
  
  When a business proves honor means nothing to them, public scrutiny is the only recourse.
  
  I have given them ample opportunity to make this right. However, they have proven themselves to be an unethical entity lacking integrity at their core.
  
  Let the facts show them for what they are!
  

• Initial Complaint

  Date:10/25/2022

  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.

  Hello ,I purchased grass seed but it never grew . I then emailed the company and they told me to send a picture of my receipt, plu etc to get a refund . I sent this info on 10/14/2022 and have not heard back . I asked for an update on 10/18/2022 and still have not heard back .

  Business Response

  Date: 10/26/2022

  We received complaint on 10/14/22. We created his refund on 10/17/22. Check disbursement was sent to our accounting department on 10/24/22. We send refund requests to our accounting department each Monday for the previous week. Acounting asks for a 2-4 week window for consumer to receive check. This is corporate policy!

  Customer Answer

  Date: 10/26/2022

   
  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. The company should have reached out to me with an update on this matter.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/06/2022

  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 have been a loyal customer for the past 20+ years, and spend on average $300-$400 per year on your product. I recently purchased two large bags of Pennington Grass Seed which cost roughly $205. I aerated my yard and put out grass seed and fertilizer on 09-23-2022. There was a pending Hurricane ***** that I was not aware of, which made landfall on Friday 09-30-2022. My grass seed had been put out 7 days prior to the storm hitting *********, **. The hurricane dropped 3-4 inches of rain within a few hours. The majority of my grass seed was washed away. Upon contacting your customer service department listed on the bag, I was told to write a letter of explanation as to what happened, provide both empty bags of grass seed, and provide the original receipts. After calling your company to check on the status of my refund I was told it would not be issued because I knew about the storm and also received a letter stating that I put out my grass seed 3 days before the storm made landfall (which is not true)As a long-time customer, I felt as though your company could care less about doing the right thing. To treat your customers this way feels very unethical, illegal, and immoral. Do you not stand behind your product? How would you feel if you were in my situation?Your customer service department was very ***** and talked down to me, which I did not appreciate. In addition to being turned down to receive a refund, I also had to spend $15 shipping all the items that your company requested.I take my yard and landscaping very seriously. Many of my neighbors stop by and ask what product(s) are used on my lawn. If this is the way you treat your customers, why would I even refer any of my neighbors to purchase your product?I would like the Office of the President to give me a call and discuss what can be done.Sincerely,********************* ***************************************************************************************** ************

  Business Response

  Date: 10/07/2022

  *************** planted the aforementioned seed and it washed away due to heavy rains from Hurricane ***. The seed was not down long enough to germinate. Our refund policy is" if you are not satisfied with the product to send the bag and Proof of purchase (which he did)". We do not refund for acts of nature such as seed washing away before it has time to germinate. How can he be unsatisfied with our seed if it wasn't even given time to germinate. We certainly appreciate his being a loyal customer of ********************** products for 20 years and wish he could understand why we do not refund for acts of nature where our product viability can't be verified. The seed he planted was fresh seed tested in March and July of this year. Highly unlikely that there was anything wrong with the product. Our seed is tested in a certified seed laboratory and we are regulated by the ********** of *********** for each state we sell our product. This information is printed on our product.

  On another note, the media warned of the intensity and likeliness that the hurricane could change directions well in advance of his planting the seed. Of course he was hoping to get the seed planted and watered with the rains, but with this could come the distinct possibility of the rains being so heavy they washed the product away. Which is what happened.

  ******************* complaint was reviewed by upper management. Our decision of not honoring his refund remains.

   

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  Consumer Care