ComplaintsforHouse of Wesley, Inc.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased five perennial Chrysanthemum plants from Direct Gardening in June 2021. I received them and planted them on June 11, 2021. The plants died out over the winter, and I contacted the company about their one-year Replacement Warranty. I sent my first email requesting replacement plants (along with a copy of the original shipping label) on May 6, 2022. I did not receive a response. I sent a second email (along with a copy of the original shipping label) on June 2, 2022, and did not receive a response. I called Direct Gardening on June 13, 2022, and a "confirmation Case *********: "direct gardening" had been created and that a Customer Care Agent will review your inquiry shortly." I would like my five Chrysanthemums replaced.

  Customer response

  08/08/2022

   
  
  To Whom it May Concern,
  
     Direct Gardening has responded and has issued a merchandise credit of $64.50.  Thank you for your assistance.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/16/21 - ordered Joseph's Coat Climbing Rose $15.99, plus tax/shipping, total $27.57, charged to credit card. Received confirmation email stating 3-5 weeks for order processing and that roses would only ship to my zone during the spring. Therefore expected delivery spring 2022. 4/8/22 - received email with $15 Replacement Certificate. 4/13/22 - Called Direct Gardening to find out if rose would be shipped, or why we received Replacement Certificate. Told that they had taken over Direct Gardening, Joseph's Coat rose is not available but we have $15 credit towards purchase. I told them that I would investigate my options because that is not acceptable, if they can't provide the item payed for I need a full refund. They looked further in their records and realized that the amount I stated is actually what I paid, so they issued an additional $15 credit for use in their store. I specifically ordered Joseph's Coat Rose and asked for a full refund if they are not going to send it. They said they cannot give refund, only credit toward purchase.

  Business response

  04/22/2022

  We have received your recent correspondence regarding your order from 5/17/21 for $27.57.
  
  Per your request, we have cancelled your order and are enclosing our refund check for $27.57.
  
  We thank you for your interest in our merchandise.
  
  **** ***** ****** ****** ********* ***** ****** ******** *******

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company I have issue with is Direct Gardening which has the same address as House of Wesley. 9/28,2021 I placed an order for plants totaling $149.65. All except 2 items were received 10/17/2021. The items I received were actually in poor condition on arrival and I emailed their customer service about that. I received a post card from Direct Gardening dated 10/06/2021, identifying that 2 items would ship in spring 2022. These 2 items are: Item #5107, Red Belgian Savona mum, price $8.99 Item #7059 Chojuraku Japanese Tree Peony, price $59.99 Today I attempted to access my order information online without success. I called customer service to inquire about the items I have not received but paid for last September. The person I spoke indicated that the company has changed hands but she generated a case number 00973161, regarding this concern. When I check on the Direct Gardening website using the 2 order ID’s for the missing items the numbers do not bring up the plants I have not received.

  Business response

  03/29/2022

  We have received your recent correspondence regarding your order from 9/29/21.
  
  The tree peony was cancelled and a credit to your charge card of $59.99 was issued on 10/27/21.
  
  We are cancelling the Savona Belgian mum and are issuing a refund check in the amount of $8.99.  We thank you for your interest in our merchandise.
  
  Very Truly Yours,
  Direct Gardening
  
  
  
  
  ***** ****** ******** *******

  Customer response

  03/29/2022

   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.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 09.22.2021 I placed an order for the product and the funds were taken from my account. I read the delivery may be delayed but a month went by with no communication or updates. I contacted customer service and I was told I needed to wait 10 days for my email to be addressed. By this point, almost six weeks has gone by and I requested a refund. On 10.25.2021 I received an email claiming the refund was "in process." after 3-5 days I followed up and no response on my refund. On November 1st, they told me it would take 4 weeks to process a refund. Please help me resolve this matter.

  Business response

  12/07/2021

  We have received your recent correspondence regarding your order from 9/22/21.
  
  The order has already been cancelled.  A credit to your charge card of $69.06 was issued on 10/25/21.
  
  We thank you for your interest in our merchandise.
  
  Very Truly Yours,
  Direct Gardening
  
  
  
  ***** ******
  Customer Service

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/21/2021 I ordered $124.35 worth of trees from ****** ********* (c/o House of Wesley.) I believed the trees would ship in the Fall because trees should be planted when dormant. The trees were shipped at the end of June when temperatures were in the 110 degree range, without ice or any coolant. The trees were cooked, the roots were all dead. I tried to revive them with no luck. I contacted the company who stated they would only refund if I had original packaging. I threw the wet and muddy bag they came in away. The company said they would make a one time exception if I could tell them exactly what I ordered and provide a proof of purchase. So I emailed them back and attached my confirmation order receipt as well as my credit card statement as proof of purchase. They have stopped responding to my emails and have not issued me a refund or replacement plants.

  Business response

  10/27/2021

  We have received your recent correspondence regarding your order from 4/21/21.
  
  We are not able to accept attachments via email.  Please return a copy of your charge card statement along with a list of the dead items by item number and quantity and we will be happy to process a replacement or credit voucher. 
  
  Please send all correspondence to my attention for faster processing.
  
  Very Truly Yours,
  Direct Gardening
  
  
  
  
  ***** ****** Customer Service

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********* * ******* **** * ****** *** ****** ** ********** ******* ****** **************** ******* ***** **** *** ****** *** ****** ** ********** ************ This letter concerns the transaction described below made with card number XXXXXXXXXXXX1871: Date Amount Description 05/11/2021 $77.95 DIRECTGARDENING COM ************ **

  Customer response

  10/07/2021

  I have tried to request a refund since the product was not sent for many weeks and it was in summer that the company finally decided to send the product. The plants were dead, damaged and did not grow so once again I requested a refund with them without any recourse and I submitted the label back to them telling them that all the plants did not grow or were damaged and if they could not replace asap, that I did not want to wait anymore for these. I then received an email stating that I would have to wait until spring of 2022!!! This was totally unacceptable to this and I responded that I would not wait and wanted a refund asap. The next email stated that the shipment was miraculously sent out. I told them I would refuse it and sent the email back with wanting full refund and called them. I was treated very poorly by csr agent and manager stating that because I did not send back dead plants when they arrived within 14 days a refund was not going to happen and were very rude to me. I told them I was complaining through bBB and that I would make sure that anyone and everyone that thinks to use their service would be advised that once you click submit you have no rights to your money back even if its inferior dead products that they hold it hostage and do not care about customer service or the rights of the consumer.Tell us why here...

  Business response

  11/08/2021

  We are in receipt of recent correspondence regarding the order you placed with us /on 4/14/21 which shipped on 6/7/21.
  
  Please note, our limited warranty is as follows: 
  If any item you purchased from us does not live, for a one-time FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within 6 months for product received between Jan.1- July 31 and 10 months for product received between Aug.1-Dec.31.…Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returned.  For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within 14 days of receipt.
  
  We received your request for replacements and processed a replacement order on 9/6/21.  The first package was shipped on 9/30/21.  The second package was on file to ship Spring 2022.  You requested this be cancelled, and a merchandise credit certificate of $41.48 was issued on 10/12/21.
  
  Very Truly Yours,
  Direct Gardening
  
  
  
  
  ***** ******
  Customer Service

  Customer response

  11/09/2021

   I am rejecting this response because: I attempted to cancel this prior to the extended time of shipment and ask for refund on entire shipment prior to the items being shipped and they were all dead and now i would have to wait almost a year to get them planted again.
  
  
  

• Initial Complaint

  10/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am again seeking your help with Direct Gardening, **** ********* **** ************ ** ***** First week of May in 2020 I placed Order # ******, for $140.36, for spring planting. Company promised delivery within 2-4 weeks. Instead the company waited until the end of growing season and nothing took. What was sent died. Your operation was unable in 2020 to convince company to replace anything. I tried again in March 2021 when it was obvious everything was dead. I followed the exact instructions for a replacement. Per company instructions: "If any item you purchased from us does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within 1 year of receipt." This was done in early March 2021. "Return it together with the ORIGINAL SHIPPING LABEL within 1 year of receipt for a FREE REPLACEMENT. This was done in early March 2021. contacted company in May I was told they would check into it. Still waiting more than six month for response.

  Business response

  10/07/2021

  We have received your complaint regarding your orders from 5/6/20 and 7/8/20.
  
  Enclosed is a copy of the correspondence we sent to you on 10/26/20.  We have not received a response from you to date.
  
  Please return the original shipping label and a list of how many of which item died, for an adjustment.  Please send all correspondence to my attention for faster processing.
  
  Very Truly Yours,
  Direct Gardening
  
  ***** ******
  Customer Service

  Customer response

  10/08/2021

   I am rejecting this response because:
  What was sent died. In MARCH 2021 when it was obvious everything was dead. I followed the company's exact instructions for a replacement. Per company instructions: "If any item you purchased from us does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within 1 year of receipt." This was done in EARLY MARCH 2021. "Return it together with the ORIGINAL SHIPPING LABEL within 1 year of receipt for a FREE REPLACEMENT. Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returned." This was done in MARCH 2021 precisely according to DG instructions. No response from company. When I contacted company in May 2021 I was told they would check into it. Still waiting more than six months after returning the shipping label. Company is clearly refusing to honor its guarantee. Again. 
  
  

  Business response

  11/08/2021

  Dear Mr. ****:

  We have received your inquiry concerning an order from our company. In response to this inquiry, we have checked our files and unfortunately can find no record of having received a shipping label or a letter from you.

  You indicate that some of the merchandise has died. Since your letter is unclear as to exactly how many of which items are dead, we are unable to make an adjustment at this time.

  Therefore, would you kindly clarify on the bottom of this letter exactly how many of which items is dead and return this letter to us.

  As soon as we receive the-above information, we will process your adjustment in a timely manner.

  Very Truly Yours,

  Direct Gardening

  ***** ******

  Customer Service

  Customer response

  11/11/2021

   I am rejecting this response because:
  
  

  Order # ******, for $140.36, was made at the beginning of May 2020. It is once again attached for your review. This company has been giving me the runaround now for more than 17 months. The March 2021 shipping label request to replace/refund all the dead material was never returned to me so the company HAS to have had received the guarantee request in March--and again is refusing to honor its guarantee. It is a repeat of its bad customer service in 2020. I should have had the pampas grass in the ground in late May 2021 from a May 5, 2021 order. Instead, as I explained, everything DG sent me died. And it still is quibbling. And it is now November 2021. That's two growing seasons of incompetence. Please make this operation honor its guarantees.

  Business response

  12/07/2021

  We have received your recent correspondence regarding your order from 5/6/20.
  
  Order #****** which you placed on 5/5/20, was only for $47.10, as part of the order was removed. 
  
  No shipping label was received as required by the warranty.  You state that you mailed it in March.  Please provide signed proof of delivery as it has not been received.  Alternatively, you may send a copy of your credit card statement showing payment as proof of pur***** along with a list of the item number and quantity of the dead items.
  
  
  Very Truly Yours,
  Direct Gardening
  
  
  
  
  ***** ****** Customer Service

  Customer response

  12/07/2021

  Attached is ***** credit card payment copy to Direct Gardening since now the company can't even read its own invoice to see payments made. Shipping labels returned in March 2021 for refund and mail never returned to me so they have it somewhere. Followups about everything dying got no results from DG.   Please make this operation honor guarantee.
  

  Business response

  12/21/2021

  We have received your recent correspondence regarding your order from 5/6/20.
  
  There was no credit card statement attached to your correspondence.  We only received a copy of the order from the website (orders are not paid for at the time of the initial transaction). 
  
  We show this order was modified after being placed and was only for $47.10.
  
  As previously requested, please send proof of pur***** (i.e., a copy of the credit card statement showing the charge) and a list of how many of which item is dead. 
  
  To date, we have not received the shipping label as required for our warranty and nor have you provided signed proof of delivery.
  
  Very Truly Yours,
  Direct Gardening
  
  
  
  ***** ******
  Customer Service

• Initial Complaint

  09/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We. ordered about $60 worth of trees and plants online from this company. About five months later when they finally arrived they were all dead. They would not accept photos or emails. At our expense we mailed the dead plants back to them. late that fall just before a hard frost here in Wyoming they mailed us more trees. These looked dead also but we planted some outdoors and potted some in our green house. We thought they might sprout this spring but none of them did even the ones in the heated greenhouse. It has been a real hassle dealing with this company and I certainly will never again. We just want our money back. **** *******

  Business response

  10/07/2021

  We are in receipt of recent correspondence regarding the order you placed with us on 5/15/20 which shipped on 6/25/20.
  
  Please note, our limited warranty is as follows: 
  If any item you purchased from us does not live, for a one-time FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within one year of receipt.  Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returned.  For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within 14 days of receipt.
  
  In September 2020, you mailed the shipping label and a request for replacements.  No plants were returned.  The replacement was processed on 9/14/20 and shipped on 10/2/20.
  
  We are very sorry for any inconvenience you have been caused.  However, the warranty on your order has long since expired.  The warranty expired in June 2021 and it has been almost a year since replacements were sent.  The merchandise was in good condition when it was shipped to you and we have no control over environmental conditions or other external factors.  Due to the length of time that has elapsed since you received this shipment, we are sorry we cannot be of any service to you at this time.
  
  Very Truly Yours,
  Direct Gardening
  
  
  
  
  ***** ****** Customer Service

• Initial Complaint

  08/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed order with company on 3/4/2021 but did not receive order until around 5/7/2021 and only after several emails asking where my order was. Plants arrived rotted and dead. Followed their instructions & planted & waited 6 weeks but plants were still as dead as day I received. Sent letter with original shipping label and today received email saying will ship “SPRING 2022” Called & they had wrong plants to be replaced not what I had specifically requested in letter. I requested refund only for the 6 plants I should not have to wait another year to get plants I had paid $45.00 for. Was told they would submit to office but couldn’t guarantee it would be done. I’ve been going back and forth with this company for 5 months so this is my last resort. I just want a refund, not a store credit as I NEVER want to deal with these people again. Had bought from them 1/26/2020 with no problem other than waiting to receive my order. Please help me accomplish this. Order #****** copies attached

  Business response

  08/30/2021

  We have received your recent correspondence regarding your order from 3/8/21.
  
  The replacement of the white angel trumpets was shipped on 8/10/21 and should be arriving to you shortly if it hasn’t already.  The tracking number for the package is ***********************
  
  We are correcting the mistake on the 2nd item and are processing a replacement of for the lavender angel trumpets to ship in the near future.
  
  We thank you for your interest in our merchandise.
  
  Very Truly Yours,
  Direct Gardening
  
  
  
  
  ***** ******
  Customer Service

  Customer response

  08/31/2021

   I am rejecting this response because:
  
  The replacement plant arrived with only 1 in decent shape & it is taking extremely long for the 4 lavender replacements they told me by phone they did not have … so how can they send a replacement soon without having the 4 products they still owe me?

  Business response

  09/20/2021

  We have received your recent correspondence regarding your order from 3/8/21.
  
  We are not sure we understand the question.  As previously mentioned, we are correcting the mistake.
  
  We thank you for your interest in our merchandise.
  
  Very Truly Yours,
  Direct Gardening
  
  
  
  
  ***** ******
  Customer Service

  Customer response

  09/21/2021

   I am rejecting this response because:
  
  They still have not replaced or refunded for the 4 double lavender trumpets. If they say they have taken care of this they are lying to you.

  Only after I filed this claim with you did they send the replacements for the white trumpet plants. This is the worst company I have ever dealt with as they knowingly ship out dead plants then make you plant the dead plants and wait 6 weeks before you can even ask them to fix the issue then give you the run around and tell you they won’t ship until spring of 2022 until I file a complaint. And another thing is that unless you saved the label from the original shipment to return with your written request for replacements you are just sadly out of luck as they will not honor without sending back that original label. I had luckily kept the label or they would have ripped me of for $60 in plants  of which they have only replaced $30.

  They have not resolved this problem!!!

  So very dishonest!!!

  Business response

  10/05/2021

  We are in receipt of recent correspondence regarding the order you placed with us on 3/8/21.
  
  Please note, our limited warranty is as follows: 
  If any item you purchased from us does not live, for a one-time FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within 6 months for product received between Jan.1- July 31 and 10 months for product received between Aug.1-Dec.31.…Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returned.  For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within 14 days of receipt.
  
  The warranty is clearly stated on our website, in the order preview and in the emailed order confirmation.  These terms and conditions must be agreed to before your order could be submitted online.
  
  The double lavender angel trumpet was shipped on 9/30/21.  The tracking number for the package is **********************.
  
  Very Truly Yours,
  Direct Gardening
  
  
  
  
  ***** ******
  Customer Service

  Customer response

  10/12/2021

  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.

  Replacement plants arrived wilted but I planted right away and believe I can revive them.

  Without your assistance they would never have resolved this with me.

  Thank you for your help. 
  

  I would NEVER recommend Direct Gardening to anyone nor will I ever do business with them again.

  Sincerely

  ****** *****

• Initial Complaint

  07/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Replacement of plants that did not grow. Shipment was 12 days and the plants did not make it. I wrote to the company about which plants did not make it, and with the shipping label with what I ordered. They sent my letter and shipping label back and total me there was no yucca on the list. It was from the Perennial Garden Bargain with different varieties for a total of 15 plants which was the company choice. I sent another letter with the plants that did not make it and the shipping label. I called the company again and they said the shipping label was not there. They have the money for the plants and I sent the shipping label and they said I did sent it. I did send the shipping label. All I want is for them to replace the plants that did not make it.

  Business response

  08/13/2021

  We have received your recent correspondence regarding your order from 4/7/21.
  
  We have received your shipping label that returned.  Therefore, we are scheduling a replacement that will ship to you at the proper planting time.
  
  We regret that you have been inconvenienced in any way. 
  
  Very Truly Yours,
  House of Wesley
  
  
  
  ***** ****** Customer Service

  Customer response

  08/23/2021

   I am rejecting this response because:
  
  

  I don't want to wait for the House of Wesley to send the plants, because I waited all this tme already and .the season for growing is over. Complaint #********. They take 12 days shipping and the plants don't make it. I would like the money back for the plants.

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

   

  
  

  Business response

  09/17/2021

  We have received your recent correspondence regarding your order from 4/7/21.
  
  Even though you are not within the refund warranty, in the interest of customer satisfaction we have cancelled the replacement and are issuing a refund check of $20.98.
  
  We thank you for your interest in our merchandise.
  
  Very Truly Yours,
  House of Wesley
  
  
  ***** ******
  Customer Service
  

  Customer response

  12/07/2021

  Consumer called BBB today to state that the company was to send her $20.98 and she has not received this refund. Customer stated that additional plants have died due to the amount of time the plants spent in the mail. Customer stated that "the customer has to pay for shipping and that a plant company should know that a plant stuck in plastic bag for 12 days would result in a dead plant.  The plants were supposed to come via UPS and ended up arriving USPS"

  Business response

  12/10/2021

  Thank you for your inquiry concerning an order you state you sent to us. 
  
  We are sorry for any inconvenience you have been caused.  The information you have given us indicates that an error was made in our office.  You will find enclosed our refund check for $20.98.
  
  Thank you again for your inquiry and we sincerely hope the enclosed refund check and our sincere apologies will compensate for any inconvenience you have been caused.
  
  Very Truly Yours,
  House of Wesley
  
  
  
  ***** ******
  Customer Service

*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. ↩