ComplaintsforGardens Alive

• Initial Complaint

  09/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April 2022 I placed an order for tree peonies and when I received them they were not viable so I requested replacements which were unavailable so i was issued a refund . I was given a credit memo and an additional $10 apology credit . There was nothing available I was interested in as the website marks everything out of season even if it is in season if they are out of stock 5/21/22 the peonies were "back in season " so I reordered them..only this time both pink as white was still out of season. At that time , shipping was 1 to 2 weeks . I waited and repeatedly emailed asking when shipping would happen with very poor to no response. They sent tracking numbers and I received advertisements and a pack of free 4 cantaloupe seeds but not my order . July 2022 I was advised the peonies were no longer available and my credit was reinstated . So I kept checking for something I wanted but even now , in fall almost every tree is out of season...its prime planting time for most trees . I finally decided to just pick out something to quit wasting time but my credit won't apply and the $10 apology credit won't work so I called and spoke with a very disrespectful agent and then requested a refund to my card . I have no confidence I will ever receive viable plants and after so much time I won't be able to seek help from my card company. I feel I have been more than patient.and I don't want to just lose $75

  Business response

  09/19/2022

  *** ******,

  Thank you for your correspondence, I apologize for the issues you experienced with your order. I have issued a refund for the tree peonies back to your **** ending in ****, please allow 3 - 5 business days for processing.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

• Initial Complaint

  07/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June of 2021 I placed an order with House of Wesley for 2 trees, blueberry & blackberry plants. I only recieved 1 tree when it arrived it was dead. I did nor recieve the blackberry plants & the blueberry plants were dead on arrival. I contacted the company only yo be told they couldn't help me. The price of my order was $178.34. The guy I spoke to told me the company had new owners & they couldn't help me. I did not recieve any kind of notice that they were going out of business or changing hands.

  Business response

  07/09/2022

  *** *******,

  
  Thank you for your correspondence, I apologize, House of Wesley was purchased by Gardens Alive in January 2022, and we did not receive any funds from orders placed in 2021. While we are issuing goodwill replacement credit for items purchased, we are unable to issue any refunds for any money paid to House of Wesley prior to them joining our family of brands. I have issued a goodwill credit in the amount of $180.00, the reference number is *********. This credit can be used on a future order.

  Sincerely,

  Kim J*****
  House of Wesley

• Initial Complaint

  06/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Feb. 26, 2022, I ordered 5 items from this company: order #*********** in the amount of 20.44. I received two items in March which were DOA. I did not contact the company as it was cold here still and thought it was my fault for planting them. The other items were expected to be shipped 3/14-3/28. I called after 3/28 to check status and was told to expect them in May. May went by, called again and was told 6/14-6/19. Called on 6/20, was told the order had been picked and I should get an email on 6/22with tracking info. I did get an automated email on 6/20 later in the day with a case #******** stating a customer care agent would review my inquiry. Called on 6/22 to see what was going on. Was told the order had been handed off to *** ** and I should get an email with tracking info in the next 24 hrs. That didn't happen, so called again and was told to expect the order by the end of June. I requested a refund, but was told the order couldn't be cancelled. I think I've been had, but not near as badly as some people, so I'm thankful for that! This company should not be in business! I would like a refund in the amount of $15.94...not a credit as I won't be doing business with them again. Thank you.

  Business response

  06/24/2022

  *** ***,

  Thank you for your correspondence, I see that the order you are referring to is from Burgess Seed & Nursery. I have issued a refund back to you in the amount of $15.94, please allow 3 -4 weeks for the refund check to process. I have removed you for the email and mailing list as well.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

  Customer response

  06/24/2022

  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. 
  
  Regards,
  
  ******* ***
  

• Initial Complaint

  06/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/8/22 I placed an order (********) for $62.91 for the following: butterfly bush (1), magnolia trees (2), peony collection (1 order of 3 plants), pink pompass grass (4), catmint (2), and peegee hydrangea trees (2). It was noted some parts of the order would ship in May and June and they do not ship in July and August because of heat. On 4/14/22 I received notice the 2 hydrangea trees shipped. I received these and neither has shown any signs of life since. On 5/17 I received notice that the peony collection had shipped. It’s been a month and only one of those plants have shown any signs of life yet. I emailed Burgess on two occasions to inquire if the lack of life apparent on my bare root purchases is normal after having been planted this long and also asking about the remainder of my order which now says is back ordered with no response. If they don’t ship in July and august then it will be too late to plant items in September. I sent emails on 5/28 and 6/9 and have not received any response. Hoping to either get my plants or cancel the remainder of this order but Not able to get a response from the company.

  Business response

  06/19/2022

  Dear ****** *******,

  Thank you for your correspondence, the first year the plants are establishing and you may not see much growth. I have added a rush, and upgraded your shipping and sent a request to our warehouse to see if we can get it out within the next few days. All of the items are guarantee, if they do not survive, we will issue a reship or a credit for the items.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

  Customer response

  06/20/2022

  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. 
  
  My only concern is if the plants don’t survive, how will I get in touch with them to refund? Since I had to go through you all to get a response in the first place. Hopefully this will not happen! 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  06/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Back in March I placed a large order with Burgess seed and plant co. When I placed the order none of the items where out of stock or back ordered. I reached out to Burgess and was told that the trees I ordered where on back order. Or where unable to ship due to climate. Burgess had made no attempt to make the situation right and I get the same response every time I contact them.

  Business response

  06/06/2022

  *** ****,

  Thank you for your correspondence, I apologize for the delays in shipment. I show that both items are in stock, I have forwarded the order to our warehouse to get it shipped out. I was initially unable to locate your order as it is not under the account with the billing address of ******* ** which is where it is shipping, it is under account number ******** with a bill to address in ******** **.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

*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. ↩