Complaints

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order. The price of the items ordered did not reflect what they advertised. I immediately sent an email notifying them of what happened and ask them to cancel the order. I did not hear back from him the following day so I contacted their customer service office and spoke with a young lady explain what had happened and she shared that the email I had sent it to was the wrong email. Though that is the email on their packaging. So I shared with her that I wanted canceled and she said she did. The order was supposed to be refunded info and 7 to 10 days. I did not receive any communications of the canceled order. The credit never came through my account and so I contacted their number again and asked to speak with a manager. She conveyed to me that this was not the experience that she wanted of her customers and that she would make sure that the order was indeed canceled and would follow up with me the following monday. This call that I had placed her with on Friday. I received no phone call from her on Monday or any at any time. Again the order refund was not in my account and the 7 to 10 days she had committed to so I called and notified them now a fourth communication. Spoke with a young man who pulled up my information and assured me that the order had not been canceled and that he would do so. I asked him if I could please have something that could verify that into the order had been canceled and he said that he would. He did send me an email showing the order with canceled. He shared with me that it could not be refunded in Fall it had to be refunded in portions. I don't know why I was told this as all three previous communications had told me otherwise. No refund came through. I did send the company an email which I have not received a response from. I notified my banking institution and I'm now am notifying the Better Business bureau for hopes of a resolution to my situation.

  Business response

  11/04/2024

  Hello
  
  I wanted to provide an update on the status of your refund, which was processed in several stages across multiple transactions. Please accept our sincerest apologies for any confusion or inconvenience this may have caused.
  
  Here is a summary of the refund timeline for your order:
  
  1)September 22, 2024: A refund of $117.54 was issued for two Blue Star Sea Holly, three Isaac House Pincushion Flowers, and one Blue Glow Globe Thistle. This refund was processed via check and is expected to arrive by mail within four to five weeks.
  

  2)October 15, 2024: A refund of $9.44 for one Forever Blue Dwarf Reblooming Iris was issued via *******. Please allow 5-10 business days for this amount to be credited back to your account.
  

  3)November 4, 2024: A final refund of $30.43 for one Blue Grape Hyacinth Super Sak and one English Bluebell was also processed through *******. This amount should be received within 5-10 business days.
  
  The total refund amount issued for your order is $157.41. We are truly sorry for the staggered nature of these refunds and for any disruption this may have caused.
  Should you have any questions or need further clarification, please feel free to reach out. We are more than happy to assist you and ensure you receive all necessary information.
  
  Thank you for your understanding and patience.
  
  Warm regards,
  Michaela

  Customer response

  11/04/2024

  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. 
  
  Regards,
  
  **** **** ******. This is based on the final payment processed Nov 4, comes through. Thank you
  

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/19/2024 I placed an order for 6 daylilies. Today (9/20) I received the second pair of daylilies. These 2, as the first two, were completely dead. Called Brecks to cancel the order for the next 2 and was told they could not cancel my order and give me a refund for the last two. I have grown and hybridized daylilies for over 30 years. These 4 plants have to be the worst plants I have ever received from any grower. I will NEVER buy from them again.

  Business response

  09/25/2024

  Hello,
  
  I would like to inform you that a refund of $89.61 will be processed to the original credit card used for the purchase. Please allow 5 to 10 business days for the refund to appear on the customer’s account.
  
  Additionally, the items will still be shipped to the customer. They are welcome to keep them, or if preferred, they may donate them. We sincerely apologize for any inconvenience this may have caused.
  
  Thank you once again.
  
  Kind regards,
  M*******

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In March 2024 I ordered two sets of bulbs from Brecks, two order numbers totaling $76. For starters, there are zero ways to pay your bill on their website which countless other sites offer to make it easy to pay. They required a check (who uses those?) or to call them to pay. Fine, I called and told the person to pay the FULL BALANCE. They said my payment went through. Assumed it was done. Nope. Suddenly I am getting another bill. Figured it was a mistake and threw it away. THEN they billed again but tacked on a late fee to it. I called again and told the guy PAY FULL BALANCE. Same deal. Yesterday I got a bill for over $90! To make matters worse, zero of the bulbs sprouted. Not a single one. Brecks used to have a good reputation but I will never ever buy from them again.

  Business response

  09/09/2024

  Hello,
  
  We would like to inform you that your current outstanding balance is $81.23. This amount is due following the two purchases the customer made in March 2024, which totaled $76. Unfortunately, the only payment we have received so far was a $30 payment on July 29, 2024, which was applied toward your accumulated late fees.
  
  To settle your outstanding balance, The customer can make the payment over the phone through our Credit Department at ###-###-####. Once the balance is paid in full, the customer will no longer receive any further invoices for the balance.
  
  Thank you for your prompt attention to this matter. Should you have any questions or need assistance, please do not hesitate to reach out.
  
   Kind regards,
  
  Michaela W

  Customer response

  09/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  $76 total order, they accepted a $30 payment and yet I still owe more than the original order??? When I first received the bill I called their number to pay the balance due. Where did that payment go? Get with it and allow an online payment option so customers get a receipt of their payment. Also none of this addresses the dud bulbs (which were planted in the same conditions as bulbs from other growers that produced.)

  
  Regards,
  
  ******* ******
  

  Business response

  09/16/2024

  Hello,
   I wanted to kindly bring to your attention the current status of the customer’s account. The customer had placed two orders with us:
  
  Order #*********** was placed on March 12, 2024, totaling $44.48.
  Order #*********** was placed on March 14, 2024, totaling $31.52.
  
  Both orders were placed using revolving credit, which allows flexibility in payment. As the customer noticed that while a credit card payment of $30 was made on July 29, 2024, there have been subsequent late fees and finance charges due to the nonpayment of the full balance.
  Here’s a summary of the activity with the order in question account:
  April 17, 2024: Purchase for $44.48 (Order #***********)
  April 17, 2024: Purchase for $31.52 (Order #***********)
  May 28, 2024: Finance charge of $1.33
  June 4, 2024: Late fee of $10.00
  June 26, 2024: Finance charge of $1.33
  July 6, 2024: Late fee of $10.00
  July 26, 2024: Finance charge of $1.33
  July 29, 2024: Credit card payment of -$30.00
  August 26, 2024: Finance charge of $1.24
  September 3, 2024: Late fee of $10.00
  
  Currently, the balance on the customer’s account is $81.23, which is past due. We kindly request that the customer make the payment at their earliest convenience. The customer may contact us to make a payment over the phone by calling the number provided in previous invoices. As a reminder, this is the same process they followed when they contacted us to make your $30 payment. We truly appreciate your prompt attention to this matter, and if you have any questions or need assistance, please don't hesitate to reach out. 
  
  Kind regards,
  Michaela. W

  Business response

  09/18/2024

  Hello,

  We wanted to inform you that a credit of $81.23 has been applied to the customer’s account, as the items them mentioned did not grow as expected. Please allow 5 to 10 business days for the refund to reflect on the customer's account.

  We appreciate your patience and understanding. If you have any further questions or concerns, please don't hesitate to reach out. 
  
  Kind regards, 
  Michaela W

  Customer response

  09/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and it annoys me but I am spinning wheels. Offering me a credit on an account I have no intention of using again is futile to me. But I am dropping this case. 

  STRONG advice to Brecks: make it possible for customers to pay their bills on the website. We can view orders but can't pay unless we call or mail a check (who has these anymore?) Step into the 21st century and update your website. All of this would have been avoided if there was a clear manner of payment WITH a receipt. It would have been paid in full when I received the bill (which is when I called the first time ) I would have still had bulbs that didn't grow but I probably would have shrugged it off. 

  Closing the file.

  Regards,
  
  ******* ******
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for gladiolus bulbs but they never arrived. They were delivered to somewhere in Ohio. I called Brecks and they said they would issue me a refund for the missing blubs. I then received an email stating they gave me a merchandise credit. When I called to ask why I was getting a merchandise credit instead of a refund they stated that was their policy. I looked around but only found information regarding if I had been unhappy with the item or returned it they would issue a credit. I never saw the items so I am not sure how this has anything to do with their policy. Their shipper misdelivered the package to a different state. I want a refund.

  Business response

  06/19/2024

  Hello,

  We are pleased to inform you that a refund of $48.58 will be issued to the customer. The refund will be processed back to the customer's original form of payment. Please allow 5 to 10 business days for the funds to appear on your credit card.

  We apologize for any inconvenience this may have caused.

  Kind regards,
  Michaela

• Initial Complaint

  05/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 11 I ordered plants from Brecks website. There are multiple issues here: 1) While it says it can take 3 to 4 weeks for shipping, The company is based in Ohio but the items have shipped by boat from Holland. They have not arrived and it is 4 weeks. They now say ETA May 14 earliest. I would never have purchased plants to be boxed for weeks and shipped by boat from overseas if the website has stated this. 2) the tracking information says the item label was printed in Ohio on 4/15 and has never had another entry. *** ** ************ so there appears to have been no movement. These are "live plants" or at least they were "live plants". 3) I have chatted with them 3 times. They keep saying that they can't do anything until the plants arrive. What if that doesn't happen? Also, during the last chat, the agent stated that there are no returns or refunds for "live plants". What? This is not on my order or invoice. And, it isn't like I am just changing my mind. They did not accurately inform me of the true shipping length, there is no tracking and the order is going to take more than even their timeframe. 3) one of the plants in the order is *********. The website says "Keep away from children and pets, poisonous." No problem as I have neither. However, I have now learned this plant is so poisonous you touch it with bare hands as it will be absorbed through the skin and kill you. WHAT? I contacted Brecks to ask if this was true and they said yes. WHAT? This wasn't something they thought would be relevant for the listing? I don't have plants, their shipping is delayed and they are not willing to address it. And they are irresponsible and could actually hurt people. I don't want a credit. I want a refund

  Business response

  05/06/2024

  Hello,

  I wanted to inform you that we will be issuing a full credit of $170.76 to the customer due to the inconvenience caused by the items not being delivered as expected. Please expect the refund to be processed within seven business days, and it will be reflected on the original method of payment used by the customer. If you have any questions or concerns, please feel free to reach out to me.

  Kind regards,

  Michaela

  Customer response

  05/06/2024

  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. 
  
  Regards,
  
  **** *****
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/24/23 I placed an order for plants/bulbs to Breck's Bulbs. My order # *********00 was for the amount of $109.80. I have tried numerous times to solve this issued with the company by filing requests through their Customer Service. I have not received any response. The items were not satisfactory and their guarantee states, "lifetime warranty."

  Business response

  05/01/2024

  Hello,

  We are pleased to inform you that a refund in the amount of $109.81 is being processed for the customer. This refund will be credited back to the customer's PayPal account within the next 5 to 10 business days.

  Should you have any inquiries or require further assistance, please do not hesitate to reach out to me.

  Kind regards,
  ********

  Business response

  05/20/2024

  Hello,

  Please be informed that we have received a refund back of $38.87 from PayPal. We have issued a check for this amount to the customer. The customer will need to contact PayPal to understand why the refund was refused. The check should arrive by mail within 4 to 5 weeks.
  

  Kind regards,

  ********

  Customer response

  05/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ********
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order with Breck's on February 26, 2024, and ordered one (1) item, which cost $12.99 for the ***** ***** *********. I was charged $67.16 which included other items that I DID NOT order. I immediately contacted Breck's on February 27th, upon seeing the charge on my credit card. I was told that there was nothing that they (Customer Service) could do, as the order had NOT yet shipped. I have made six (6) calls to Customer Service attempting to cancel this order, and each time have been told to call back in a few days. I don't want to do business with this company further, and was told that they would send me a "Refund Certificate in the amount of the refund in question" that could be used towards future purchases. I don't want a certificate for an order that I did not place, I don't wish to do business with Breck's in the future; I just want my credit card refunded for the full amount of the order. I was recently told that the "Order" was on its way. I then requested a Return Label, so that when the items arrive, I can return them. I was then told that Breck's does not issue Return Labels. Meaning that I will have to pay out of my pocket to send back an order that I did not place. I just want a full refund. Thank you so much for your assistance, as I have exhausted all other avenues with respect to resolving this matter. Again, thank you so much for your help. Respectfully, ************* ** ********

  Business response

  04/09/2024

  Hello,

  Kindly note that the customer has been issued a full refund to their credit card. Please expect the funds to be processed back to the original credit card within 5 to 7 business days.

  Kind regards,

  Michaela. W

  Customer response

  04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have spoken with Breck's Customer Service, and have been informed that a credit (Refund) will be issued.  However, in the past Breck's has promised to correct previous issues, and have failed to do so.  I will not be satisfied until the actual refund post to my credit card.  Once the refund has been issued, I will contact the BBB and inform you of the same.
  
  Regards,
  
  ****** ********
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered plants that arrived, and there was nothing wrong with them; it was set up as pay later. I was making payments, and then the following month, when I called           ###-###-####, a recording came on for a medical device. I called the order line and spoke to a person with broken English. I explained I was trying to pay my bill check by phone. I told them the number I was calling, but they cut me off and said they could take my payment. I said no, I preferred to do automated. I personally do not feel comfortable giving my financial info to a person who can't speak English. I went online to Brecks Virtual Agent and asked for bill pay it just kept saying that it didn't understand my question So frustrated They now have charged me interest and a late fee.

  Business response

  01/24/2024

  Hello,

  I would like to inform you that all our agents are proficient in English. We regret any inconvenience the customer may have experienced with our online chat. For further assistance, the customer is encouraged to reach out to our credit department at ###-###-####.

  The credit department can not only facilitate payment processing but also provide assistance regarding any late fees. Their operational hours are limited to 8 AM to 8 PM CST, Monday to Friday.

  Should the customer have any questions or concerns, they are free to contact us during the specified hours.

  Best regards,

  Michaela.W

  Customer response

  01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  The phone number connects to a medical alert company so you are unable to pay your bills as stated on the statement they sent. They did not address the issue. 
  
  **** *****
  

  Business response

  02/12/2024

  The business will be contacting the consumer within 1-3 business days.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last year I received a mailing from Breck’s depicting beautiful iris for sale. I ordered over $200 worth of iris plants. The card said my credit was good. In August I received a card saying I would have to pay $26.46 to receive my order. So I sent a check for that amount dated 8/21/23. Breck’s cashed it 8/24/23. They also did a credit check that affected my credit rating. After that, I received two post cards saying that items were sold out and I would not be receiving them. I was expecting to get my order sometime in October according to their website. So, November came around and I was worried about planting, so I called them. They said my credit had expired so they cancelled the order. I was never notified, although they had my email address. Ever since then, I have been trying to get my $26.46 back with no success. Two separate times I have been told my refund is in process. In fact yesterday (1/4/24) I was told there was no record of me sending a check. One guy said “why did you only pay 26.46?”. I said I got a card telling me to do that. He said they never do that. I said, “I’m not making this up”. So, I am tired of getting the runaround. Now I know that if I had paid the whole amount, I would probably be out over $200.

  Business response

  01/08/2024

  Hello,

  We would like to inform you that your recent order was facilitated through our revolving credit offer. Please be aware that the refund process may take up to 90 days.
  The reimbursement check, amounting to $26.46, is scheduled to be printed on January 22, 2024. Subsequently, it will be promptly mailed out to you.
  If you have any further inquiries or require additional assistance, feel free to reach out.

  Best regards,
  ********

• Initial Complaint

  11/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On October 20th of this year l ordered $141.23 worth of bulbs from this company ( paid via ****** ). As of November 26th l has heard nothing from them so l called to inquire about the order. I was told that it had been cancelled by Brecks. I asked why and was told that it was for none payment ( l don’t know how they could ship something without payment) for an item ordered almost 16 years ago in early 2008. At the time l made this phone call it had been 5 1/2 weeks since the bulbs had been ordered and paid for. I asked for more information regarding this alleged non payment and none could be provided. I had still not been reimbursed and was told a “ check was in the mail”. I spent 8 months of 2008 in hospital then rehab and was declared permanently disabled. I have no recollection of ordering anything from Brecks and sincerely doubt that l did as l was extremely ill for most of the year. As l paid via ****** the correct thing to do would have been to reimburse me via ****** and not wait 6 weeks to do so and also to appraise me of the situation in a timely manner. I sent an email to their customer service department saying this and requesting the email be forwarded to management. I received a brief reply saying they would ask management to “ reinstate my account “. At this point in time l have no desire to do business with them. I’m not even sure if what they did is legal. I feel that they should at least pay interest on the money they held for 6 weeks.

  Business response

  11/30/2023

  Hello,

  Please be advised that we have successfully reached out to the customer via email to address their concerns. The issue has been rectified, and a comprehensive explanation has been provided to the customer.

  Warm regards,
  
  Michaela

  Customer response

  11/30/2023

  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.  Although they did not provide any details as to my alleged none payment 16 years ago l sincerely hope they reevaluate this policy and also communicate with their customers. 
  
  Regards,
  
  ***** ********
  

*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. ↩