ComplaintsforWilson Bros Gardens

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I paid ****** for a tree and it arrived with soil spilled out of the pot, roots out of the soil and a large brown patch of needles right in the middle.I immediately contacted the company and sent photos of the tree and they assured me if it did not recover they stood behind their service. I have since emailed and sent photos of it's continuous decline and now they are claiming it looks better to them so they are not refunding my money at this time despite telling me if it did not improve by Tuesday the 16th they would cover it.The tree continues to brown more and more despite watering and planting in healthy soil. It arrived in terrible condition and considering I ordered it on 6/30 and didn't receive it until 6/11 it may have sat in the box due to the Holiday and their delayed shipping. As a customer I am not at fault here. It was a mess and unhealthy upon arrival and they are not standing behind their product nor what was expressed in their emails.I have attached some photos and a copy of her email stating they would cover it.Thank you, *********************** 7/17/2024

  Business response

  07/20/2024

  Hi *****
  
  
    ******* here from Wilson Bros Gardens. Hope your day is going well. ***** has referred this to me for my help. I have read through the correspondence between you and her and I have to say I am a bit confused by your continued concern. She did let you know that we would have no problem at all refunding in full for  the plant if it continued to die and you sent pictures showing this, as well as give you 25% store credit based off what you paid for the plant which in this case comes to $37.50 which is enough to purchase a free plant on our website. This is some we rarely do and could not afford to do often but was done in this case both to show our confidence that the pictures showed a plant with no substantial damage and showing every sign that it is recovering and our willingness to go above and beyond if we are mistaken  and it does die. I really do not know any other online plant nurseries  that would make this kind of offer. You are more than welcome of course to report us to whomever you wish and we have no trouble responding to them as well.
  
  
  
  In a world where customer service has become a lost art, we at Wilson Bros Gardens really do care about every one of our customers, and see them as fellow human beings just like ourselves. Our number one goal is to provide the highest quality plants, advice, and customer service. Our 4.8 *********** Verified Purchaser Review rating, which is published by ****** on every page in our website since 2017 when we joined the program, is a testament to this fact. A 4.8 *********** Verified Purchaser Review rating over 5 years running is almost unheard of among online businesses.
  
  
  
  
  
  This star-rating is provided by real customers who have actually done business with us, and we have no way to manipulate the data that ****** publishes on our website.
  
  
  Because businesses have no control over these reviews, and ****** publishes the rating on the businesses website regardless of the rating, very few online businesses agree to participate in the program.

  Customer response

  07/23/2024

   
  Complaint: 22001694
  
  I am rejecting this response because:

  I have a dying tree and alerted company upon opening box of the problem.

  The guarantee states fully rooted, healthy plants. I did not receive that.

  Guarantee states within 72 hours notification so company can make carrier claim and get

  replacement plants shipped out right away.

  This was unacceptable from the beginning and I let you know immediately.

  I have emailed your team constantly and get nothing but ever changing stories.

  I was told to give it until last Tuesday 16th and of course I was then told a replacement

  was not warranted at that time despite the email acknowledging ( damage)

  Now I am being told to wait until next year to see how it does.

  Your guarantee says Safe shipping GUARANTEE, HEALTHY PLANT GUARANTEE.

  Neither is the case. 

   I don't want more free plants or a replacement or compensation at some UNSPECIFIED FUTURE DATE. I want 
  

  what I paid ****** for ( a healthy well shipped tree) or a refund for my money.

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

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 weeks ago I received an order from Wilson **** garden for a taiga clematis. A 1 GALLON PLANT!!! $59 I paid for this plant when I received it it was in good shape well watered. But it was extremely small was not a gallon plant by any means. You can see in the attached picture and reference between the bricks and the one quart container. Instructions gave one an option to plant it in a big pot or into the ground I chose to put the plan in the ground I'm far from an expert but I followed instructions that they had Plus did my homework on ******* where other people successfully planted. Even though the plant was in good condition is extremely small and frail the stalk may be a 16th of an inch not a whole lot of root The Roots weren't visible when I opened up the root ball. I planted it 2 inches on the ground as the instructions said I ordered it every day for the first week and kept the soil moist. Within the second day it was looking a little limp the leaves were limp and dry especially on the tips but I was in the process of watering it every day keeping them soil moist but not muddy. I had a day or so that some new growth started. But we got some rain and the temperature was probably 40ish at night and then it became Brown limp and the leaves were drying out on the ends again. The plant continued to deteriorate I got in touch with Wilson Brothers they sent the report over to someone else don't remember his name. He responded with an email more or less telling me that it was a gallon plant they don't sell quart containers (but again in the picture you can see a court container) and the plan isn't dead. So he can't do anything for me. I called again spoke to a lady she told me she would look over the emails and get back in touch with me which she never did. Left me on the hook for $59 plant that was it good health for 2 days. It was a pricey but was a birthday present from my wife. Which meant a lot being my wife is suffering with stage 4 breast cancer.

  Business response

  04/26/2024

  Hi *****,

  Hope your day is going well. While do do guaranty plants 100% upon delivery and do give 72 hours after receipt to contact us if they are not healthy, past that since we have no control over the care or environment they are in we can not cover them under our healthy plants guaranty. That said we do have a 50% extended guaranty for the first 6 months. I see that you did contact us and the following reply was given regarding both the pot size plant health. As well I have attached our pot size chart which is posted on every product  page of our website in the pictures section 

  
  Good day *****,
  
  Gabie here again, thanks for reaching out to us.
  
  I am not sure if you got my last email, depending on your email settings sometimes they will end up in spam or junk folders. Here is a copy of that email:
  
  3 days ago (Mon, 22 Apr 2024 at 1:32 PM)
    
  To:***********************
  Hey ***********,
  
  I understand if you do not consider it a 1 gallon container, but I can assure you 100% this is our 1 gallon container for our clematis. It is specially designed to be taller rather than less wide to be able to fit the plastic trellis we use for them to grow and ship on. As long as the plant was fully rooted in the container it does meet or standards. If it is not fully rooted please do let me know. We do guarantee fully rooted plants, we do not guarantee plant size above the soil unless we list it ahead of time on the website like we do some of our trees.
  
  Respectfully
  *************************
  Wilson Bros Gardens

  Customer response

  04/26/2024

   
  Complaint: 21625344
  
  I am rejecting this response because:
  
  Sincerely, just because they call it a gallon container doesn't make it so. If the plant is too immature to survive the climate at the time it was sent out it should be labeled so. They are the experts. They labeled it it's ready to go in the ground. Also the reason it is in a gallon container is because shipping it would cost more to ship and why put such a scrawny little plant in a full gallon container. They can offer what they want  50% off . this customer will not be happy until he gets a full replacement. And if they were a reputable company they would make sure their customers were happy. 

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

  Business response

  04/26/2024

  Attached is a copy of our Guaranty policy reflecting our policy and action on this issue. There is a link to this policy on the footer of all of our online store pages and like any other online store is meant to inform our customers of what our policies are before they purchase.

  Respectfully,

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

  Wilson Bros Gardens. 

   

  Customer response

  04/27/2024

   
  Complaint: 21625344
  
  I am rejecting this response because: it's unacceptable. They have a 30-day policy flwon't live up to it. It was a mistake to buy a plant online. It was especially a mistake to buy online from Wilson **** garden . That mistake will never happen again.

        And whether it's on ******* or any other search engine that I use. Whether it's reviews on their site I will tell my story that is company rip me off at a $59. 

  *****

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

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BBB reference # ***** I purchased 2 plants a male and a female winterberry . In February they were poor specimens I put them in the ground and called in February. Spoke to several people and ***** emailed me several times telling her of my disappointment. She said she cant return them because they are in ** soil. I told her I have very good soil however they do not look well. Have emailed and called several times requesting a replacement. The last person that emailed me was ************************* He said I shouldnt have planted them I am asking for a replacement I have sent Wilson Gardens pictures and have called numerous times. They have presently blocked my number. This is unfair I love my garden and am requesting replacements. Also the price was 140 dollars. I would appreciate your help. Thank you in advance!*******************************

  Business response

  05/06/2023

  Hi,

      We had explained in previous emails that we are not able to take return of plants that have been planted in the ground due to ******* ********** of *********** restrictions. We do post this on our guaranty page. I have included a screenshot showing it.  

  Customer response

  05/06/2023

   
  Complaint: 20012785
  
  I am rejecting this response because:
  They sent a poor plant which I planted and gave it the benefit I am requesting they send me another plant. I have no intention of sending a dead plant back to them. I have sent pictures. Why would they send a plant out of **  yo ** . Do they think we wouldnt plant it That makes no sense. That is a fraudulent guarantee.

  Please assist in this matter

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

  Business response

  05/15/2023

  Hi,

  
    We have already explained why there is nothing more we can do regarding this issue in our prior email which I am reposting below. 

   

   We had explained in previous emails that we are not able to take return of plants that have been planted in the ground due to ******* ********** of *********** restrictions. We do post this on our guaranty page. I have included a screenshot showing it.  

  Respectfully,

  ************************* | General Manager | Wilson Bros Gardens

  Customer response

  05/15/2023

   
  Complaint: 20012785
  
  I am rejecting this response because they are aware they were sending the plant from ******* to **. They requested I send them pictures of the dead plantWhich I did. When I requested a replacement of the dead plant they blocked my phone number. I am involved in several garden clubs . And have ordered from several garden companies. This is no way to do business It is wrong to send a plant out of state and state they will not guarantee it because I planted itHonestly does this make sense. This is no way to do business!

  Thank you in advance for allowing me to voice my concern. 
  
  

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

• Initial Complaint

  04/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a tree from this company for a memorial garden I was planting. By the time I made it to the tree, less than a month after it had arrived, the tree was in o horrible condition. Ive dealt with plants long enough to know they dont deteriorate that quickly.I asked for instructions of care to be printed. Told them it would be outside for a month prior to planting. Heard NOTHING back from them until now. I reach out to the company to see if they could help me make it better before the memorial service, and was told it was all my fault and the company took absolutely no responsibility for the problem or helping find a solution. Said care instructions are on the website and it looks like it was too cold. Thats pretty much it. During this period of time I also ordered two ****** from another company. Not only were they half the price, they were twice the size, and looked MUCH healthier. Kept in the same place. Watered the same.. Ill always use Mr ***** from here on out. Great customer service and a product that isnt questionable for too much money.

  Business response

  04/18/2023

    ******* here from Wilson Bros Gardens. Hope your day is going well. To address your concerns.
  
  
  I specifically asked for care instructions to be printed and sent with the trees and it was not.  and The tree arrived to us in poor condition,  
  We do include an Inspect your plants insert that explains that we do guaranty healthy plants sent and asks for emailed pictures with 72 hours of receipt  in case the plant was not healthy upon arrival . Since we did not receive those and no contact until now we can not cover this plant under our guaranty.  Also it does explain that we have full care instructions on the product pages. Our customer service representatives are always ready to help if contacted as well. 
  
  
  
  
   it appears that whatever soil it was planted in does not drain adequately for the type of tree that it is. All of our plants including the Japanese ****** are shipped in the pots they are grown in and the soils are designed for each variety. The Japanese ****** do have a slower metabolism than many other plants and as such require less watering.
  
  
  From the look of the tree it appears this was either overwatering or possibly the effect of temperatures below freezing if this was kept outside. I see some below 0 temperatures in Mid March in your area so if the leaves were affected then and this was outside this would have been the cause. Most trees will have  secondary leaf buds so if this is the case and a scratch test (below) confirms it is still alive it may recover. Just be sure to keep the soil damp to moist and not soggy wet as soggy soil can cause root rot as well as suffocate the plant. 

   

  Respectfully,

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

  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I first attempted to cancel an order, was told that was not possible. The order arrived and the plants were dried out and nearly dead. I again contacted the company. I was given planting and care instructions so I followed those. I sent photos when they continued to die and sought recourse. Company assured me the plants are well and gave more care instructions for the course of several weeks ahead. I said "you have a thirty day return policy that I would like to use. These plants are dead" and was told that because I had already planted them they were not returnable.This looks like and smells like fraudulent or deceptive behavior to me, as I was consistently encouraged to do things that voided a return, despite contacting at each stage.

  Business response

  10/03/2022

  Hi *****,

      Hope your day is going well. I do see from your tickets that you initially reached out to us about a problem with these plants on 09/20/2022 and you received them on 09/13/2022 which was seven days before your email. On our guarantee page (link below) we do state that we do guaranty healthy plants to be sent and need to be contacted within 72 hours of receipt if any problems with the plants to be covered under our Healthy Plants Guaranty. The 72 hour contact period is given so you have plenty of time to contact us if problems upon receipt. Past that window since we have no control over the care or environment we can not cover plants under our guaranty.  

  Our return policy is for otherwise healthy plants that you wish to return. Even if these were returned before planting  we we would not be able to refund for them as we were not contacted within the ************************************************************************ the box sent. 

  Link to Guaranty https://www.wilsonbrosgardens.com/Guarantee-Return-Policy_ep_4-1.html

  Respectfully

  ************************* | General Manager | Wilson Bros Gardens

  Customer response

  10/03/2022

  I did not contact for the first time on 9/20, I contacted on 9/11 and was told I could not cancel the order. What is the point in a thirty day return policy if you actually only allow for no cancellations and a 72 hour window? The thirty day guarantee is deceptive--you do not provide thirty days and you refused my request to cancel then encouraged me to plant and provide appropriate drainage to save the plants. Attached is photo of first contact.

  Business response

  10/05/2022

  Hi *****,

    Yes I see that you did reach out to us previously inquiring about a cancellation but that was a separate issue and at the time you requested the cancellation we were unable to do so as the package had already shipped. The fist contact we had from you about a problem with the plants was on September 20th. Screenshot is attached. 

  Customer response

  10/05/2022

   
  Better Business Bureau:
  
  It is clear the company is not going to resolve this with me and I do not have the time or energy to continue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 4 plants from Wilson ***** It took a few days for them to arrive. There was a little bit of yellowing on the leaves near base of plants, but overall seemed ok. I had to wait an additional 3 days after delivery because of the weather. By the time I started planting them, two looked droopy and and I watered them well and used Miracle Grow potting soil and some Miracle Grow plant food. The one is pretty much dead. Another one looks not so great. Two are ok. I contacted them and sent photos of the plants and was told that 72 hours had passed and they would not send me new plants and there was nothing they would do about it. They said the plants were getting too much sun and I looked up the plants and they are sun loving and need 6-8 hours of sun at least. I spent $35 or more each plant and now I have dead or dying plants 2 weeks later. I am angry that they do not give a better warranty than this! I would like a refund or replacement for the plants. I have emails from them and the billing on my credit card. I just want healthy plants that can survive at least a year!

  Business response

  06/10/2022

   From the history of this order I see you received them on 05/27/2022 and your first contact with us about an issue with them was on 06/03/2022

  As stated in the Guarantee Policy on our website, we guarantee that you will receive healthy, container-grown and landscape-ready plants, that are fully rooted in their containers. As also stated in our guarantee policy and on the insert that goes in the box with every order, we do cover the plants if pictures showing injury or damages are sent to us within 72 hours of receipt. The photos allow us to more quickly assess and document damages or other issues so that we can quickly make a claim with the carrier, advise as necessary, or get replacements sent out right away in the event plants are irreparably damaged or have died during transit. Past the 72 hour period, since we have no control over the care or environment the plants are in, or what Mother Nature may do, we can not cover them under our stated guarantee. That said, while we cannot cover plants under our guaranty if not notified within 72 hours, because we are plant lovers and are sad to hear when a plant has died, we do handle those issues on a case by case basis and in some cases can give a partial store credit. If you contact us by reply to the last email we sent we could offer 40% of the plant cost of the 2 plants as store credit. 
  
  

   

  Customer response

  06/10/2022

   
  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,
  
  ****** Main

*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. ↩