ComplaintsforTy Ty Plant Nursery, LLC

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last spring, I bought 6 Lombardy Poplars and two Thundercloud Flowering Plum trees from TYTYGA. They all arrived very stressed, in poor condition. We planted all within two days of arrival even though it appeared that several were near death. I called and emailed the company several times to complain and sent scratch tests to the "point person" at the nursery. They gave me a credit for trees for this year, but the trees that they sent this May were similar in condition to the decrepit tress they sent last year... Only the poplars looked OK. The peach tree and the replacement Thundercloud are dead or near death. I planted them regardless. At this point, all I would like from the company is a refund in the amount of $*****, which is the price of one Thundercloud and one Poplar. I am tired of dealing with the company and going back and forth ad nauseum. It is obvious that they have no quality control whatsoever in regard to the plants and trees they are shipping. Thank you. I have attached photos from May of last year...

  Business response

  05/28/2024

  I am sorry to hear that your plants have not survived transplanting. We have processed the requested refund in the amount of $***** today. This should bring this to a positive resolution.

  Customer response

  06/05/2024

  
  Complaint: ********
  
  I am rejecting this response because I do not know what bank that would be who issued that card.  Can TYTYGA give me the details on the card?  It is no longer in use.  I have changed a couple of banks over the course of the past year.  Thank you.
  
  Sincerely,
  
  *** ****

  Business response

  06/06/2024

  It looks like it is a **** ** ******* ********** ending in **** that is all the information the payment processor provides.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ty Ty Plant Nursery are selling diseased or otherwise unhealthy plants that consistently wither away and die less than one year after planting. The vitality of their products is below average as compared to what other plant nurseries offer. On ****/22 I placed the first order totaling $295.51 (Customer ID# ******, Order# ******), including $12.83 for tax and $40.81 for shipping. Of that order, only 1 item priced at $59.75 survived past the warranty period. The following year, I filed a ************ claim and was issued a gift certificate in the amount of $179.33. Cost of tax and shipping for the replacement items was $39.29, ordered on ****/23, order # ******. Of the replacement order, only $86.25 worth of merchandise survived past the 1 year warranty period, not including tax or shipping. In 2024, I filed a second ************ claim and was issued a gift certificate in the amount of $51.29. Shipping cost for replacement items was $15.62 after the gift certificate, redeemed on March **** of this year, order # ******. Including the original cost of tax and shipping for the first order, only $199.64 worth of plants survived their warranty period to date. The amount spent on subsequent orders was $54.91. The total amount lost to sick plants and replacement costs for all three orders was $150.78, not counting the excess in tax and shipping for the first order, since only 1 plant made it past the warranty period. Beyond those problems, my email account is spammed almost daily with ads. For the hassle of filing claims, overpaying for shipping costs, planting and discarding unhealthy plants, I am requesting a refund of $160, please.

  Business response

  05/01/2024

  We are issuing the customer a refund in the amount of $160.00 in the form of a refund check. I am mailing it out to day. This should bring this complaint to a positive resolution.

  Customer response

  05/01/2024

  
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order#: ****** Order Placed: *****/2023 at 04:39PM PST $208.80 Business won't ship item as per customer request giving consent to ship trees. They state products ship 10 days after ordering and 4-7 days after projected shipping dates which was December ****.This order passed all those dates. This order was for fall shipment and is now winter. They missed 2 warm spells and one more 4 day period from December ******* of 50 degree temps They could've shipped. They first claimed they're monitoring soil temps and delayed my shipment until spring but I gave consent which overrides that excuse. They then said they are processing orders on the order they were received but I ordered in August and they are not shipping to 3/4 of the country due to soil temps so that seems unlikely. I want the product not a refund.

  Customer response

  12/26/2023

  They have still failed to communicate with me regarding estimated shipping date since the consent to ship products. The only time I spoke to them is when I reached out to give consent. We are in another warm spell for the next week which is another perfect opportunity to ensure safe shipping which was their only concern.

  Business response

  12/27/2023

  I am very sorry to hear this. It seems there may have been some confusion on the timing of shipment of our behalf. We was out of the office/warehouse for Christmas holiday. I have this order shipping out today and the customer will be notified of shipment via email. 

  Customer response

  12/27/2023

  
  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

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On ****/23, I submitted a ************ claim for a *********** pear tree from Order#****** ******* * ********* The claim was approved, but I only received a credit back of $14.19 when I paid $62.06 for it through a combination including a previous store credit. I am being told that, and hidden deep in their TOS, the ************ does not cover anything paid for with a previous ************ credit. This is a **** ** ****.everywhere else it's claimed "...you'll be issued with an immediate store credit in the value of the plant purchased...(which is technically $82.75)" or "we guarantee the plant at the price in which you paid for it." At the top of the ************ claim form it states "Please fill out this form and click the submit button. We will process your ************ request. As long as the ************ request is within 365 days of receiving the merchandise and within the proper recommended **** Zones you will receive a store credit for the value of the plants that did not survive transplanting. The store credit can be used on any purchase for any item with no expiration. If the plant dies after one year of receiving or if it is planted outside of the recommended **** Zones on all product pages then the guarantee is void." And on the help site, when you look up the ************ guarantee, it essentially states the same thing. No where else does it mention excluding prior store credit.

  Business response

  09/20/2023

  We have been in contact with the customer and he has a reshipment pending. 

  Customer response

  09/20/2023

  
  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

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about *** ** 2023 I made an online purchase (Merchant Order #******* from **********, a plant and gardening business located in Georgia. The Eastern Redbud tree arrived on or about *** ** and was immediately planted in accordance with the instructions provided by the merchant. During planting I noticed minor damage to the tree, which I reported by phone to the merchant's customer service number, where I was instructed that the damage was likely normal due to shipping and handling. By early July it became evident that the damage was indicative of an unhealthy tree, and the plant was dead. I contacted the merchant's customer service department again and was instructed to fill out a "plant insurance" form on the merchant's website. I promptly filled out the form, but have had no response from the merchant in nearly three weeks. I have also called twice, leaving detailed messages, but my have received no response.

  Business response

  08/04/2023

  I can not find any correspondence from this customer regarding this matter. It this the email used to contact us? Nonetheless, I have contacted the customer directly to get a replacement set up at the time of their choosing. Thank you. 

  Customer response

  08/04/2023

  
  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

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 4 different kinds trees on March ** from tytyga.com and the order# is ******* All trees were planted in my backyard in pre-made holes all as per recommendations on the same next day when I received. By as of today, I haven't seen any signs of growth for one of fruit tree, ******* **** ********* Tree. I filed the compliant with ********** and requested exchange plants to replace ******* **** ********* Tree with new one for this planting season, or to refund money back to me.

  Business response

  06/23/2023

  I am sorry we do not see any new emails/phone calls on record since the order was placed and shipped 107 days ago on ****23. Nonetheless, we have started our plantsurance claim for the customer and should be handled and completed swiftly. 

  Customer response

  06/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  They only promised store credit that is equal to the cost of the plant material. They do not issue refunds on defective merchandise and do not cover the cost of shipping. This information was sent to me through an email early this morning. Attached is email.

  They should refund money back to my original payment including shipping cost. It is unacceptable they sold defective merchandise to the customer and they won't refund back the shipping cost that customer paid. Attached is imagine of dead tree. Please help me to resolve the issue.

  Thanks so much!

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

  Business response

  06/27/2023

  This item was received almost 4 months ago. It is a living tree, we can not take care of the tree once it is shipped. We do offer a free insurance on the cost of the tree for any reason at all, even if it the customers fault. If there was any issues with the tree when they are received we give 3 days to be notified. In the picture there is grass over taking the tree which will likely be cause for the tree to die, as this is robbing the tree of necessary nutrients to survive.  Our Plantsurance is very fair in this regard. I am sorry we do not issue refunds. 

  Customer response

  06/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We did everything right when we received 4 different trees. The other 3 trees are growing well except this one. No any signs showed growing-up for this one after >2 months. Finally we gave up and let it go. That’s why you saw grass over. I believe this tree had some issues during shipping or something happened during transplant. But no one knows at that time. I don’t agree that you only issue the cost of the tree without shipping cost. That means you do double-charge (another shipping cost). What do you feel as a customer if happened to you? Please refund money back including shipping cost.
  
  Sincerely,
  
  ******* ***

  Business response

  07/17/2023

  This customer has been refunded via chargeback. There is nothing else needed from this claim. Thank you. 

  Customer response

  07/19/2023

  
  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

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On *****/2023, I placed an order for 11 fruit trees. Trees were received on *****/23. All were significantly smaller than the size I ordered, which does not include the top ~1 foot of all plants being dead upon arrival. I have advised Ty Ty of this. 6 of the tress have since died and I have been attempting to resolve the issue. On *****, I was advised I could send them back for a refund via an Email from Marlene. I immediately responded that I would like a return address. Eight days later, I received an Email asking what has died, even though I have already explained this numerous time. I am receiving nothing but a run-around and have been wasting a significant amount of time trying to resolve this. I am demanding an immediate refund of all plants which have so far died. Plants have since been pulled as I have been waiting to ship them back, which oddly enough, they requested, but refuse to provide a return address.

  Business response

  06/26/2023

  We have been in direct contact with customer. We will be issuing a refund for trees that did not make it. Customer will receive confirmation of this via email.

  Customer response

  06/29/2023

   
  Better Business Bureau:
  
  In reference to complaint ID ********* I have received a refund from TYTY, I would like to close the complaint out to my satisfaction, but I was unable to see how to do that on my end.  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 5 fruit trees and 6 grape vines from TY TY Nursery on ******** ****** ******** which I received on ***** **, 2023. All trees and vines are planted the next day in my backyard in pre-made holes all as per recommendations. By today's date I haven't seen any signs of growth on 4 of the vines and 2 of the trees. Only 2 vines and 3 trees have foliage and seems to be OK. Here is a list and pictures of the plants that did not survive ****** *********************** **** **** ****** Tree - 5-6ft tall (1) *********************** *********** ****** Tree - 5-6f ttall (1) ***** ****** ****************03YR *** ***** ******** ***** **** -3yr - ******* **** *** *************************** ****** ****** ******** ********* * *** *** ********************** ******** ******** ***** **** **** *** ******************** ****** ******** ***** ***e - 3yr (1) Attached are photos of the trees and vines that didn't survive... I filed the compliant with TYTY Nursery and requested exchange plants to replace all the items with new ones for this planting season, or to refund me for the amount of trees and vines didn't grow.

  Business response

  05/22/2023

  We have refunded $331.11 for the two dead ****** trees and the four dead ***** *****. I am sorry these did not survive transplanting.

  Customer response

  05/22/2023

   
  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

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a Redbud tree from Ty Ty Nursery. Tree was shipped on ****/23 and arrived few days later. Opened box and noticed immediately that the leaves were wilted. Planted tree within 30 minutes of arrival and watered . Leaves dried up within one week even with watering tree. No new buds ever formed on tree. Filled out nursery warranty twice but nursery never responded back. Order # is *******Paid $95.70 total for single tree.

  Business response

  05/16/2023

  We have issued the plantsurance credit as requested by the customer. I am sorry to hear the tree did not survive transplanting.

  Customer response

  06/20/2023

   
  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

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 100 2-year-old ******** ********* ***** ***** from Ty Ty Nursery online for $1,275.00. I received the vines on * April 2023 and began planting them immediately. I noticed the vines had long vertical cracks along the trunks, exposing the interior of the plant. The interior of the plants were dry and brown. Since I never planted grape vines prior to his purchase, I assumed his was normal. After planting the vines I noticed no growth/green leafing and I became concerned. On ** April I contacted the ******** ***** ******* *********** ****** for their advice. **** referred me to a grape growing expert who asked to see photos of the vines. I sent him photos and he informed me the plants were dead. I sent this information to Ty Ty Nursery, including the photos. Their response was for me to wait a month as see if the vines sprout. I do not want to wait, and I do not want replacement plants since I no longer trust this company to provide a quality product. I simply would like to return the vines and get my money refunded.

  Business response

  04/18/2023

  We have been in contact with the customer and once the plants are returned we will issue a refund.

  Customer response

  04/18/2023

  
  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.  I have sent the vines back to Ty Ty Nursery via ***. Expected delivery date is ** April 2023.  I agree to pay the shipping.  I only ask for a refund of the cost of the vines which is $1275.00
  
  Sincerely,
  
  ****** ****

  Customer response

  04/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I have sent the vines back to Ty Ty Nursery via ***. Expected delivery date is ** April 2023.  I agree to pay the shipping.  I only ask for a refund of the cost of the vines which is $1275.00
  
  
  Sincerely,
  
  ****** ****

  Business response

  04/19/2023

  Once we get the plants back tomorrow we will process the refund. It will be in the amount of $1,501.27 that is the cost of the grapevines, shipping and sales tax. The customer will only be charged for the fig, shipping and sales tax. The refund will have to be in the form of a check mailed to the customer as it has been over six months since the charge. Once a charge gets older than six months we can no longer refund the card. We will mail a check tomorrow once the grape vines come back to Ty Ty Nursery.

  Customer response

  04/19/2023

  
  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,
  
  ****** ****

*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. ↩