ComplaintsforBurgess Seed & Plant Company

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 5 Norway Spruce Trees on Sept 10, 2022 from Burgess for $49.31. I received them today (10/25/2022), which is late for the growing season here in ***** ******. Unfortunately, when I opened the box, they were all dead and most of the needles were in the bottom of the box (photos attached). I contacted their customer service, but I was told that they would only give store credit versus a refund for my purchase. I do not trust this company due to this experience, and it is too late in the growing season for me to purchase and plant trees now.

  Business response

  10/26/2022

  *** ******,

  Thank you for your correspondence, I apologize for your trees arriving in less than perfect condition. I have issued a credit back to your card, please allow 3 - 5 business days for processing.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

  Customer response

  11/03/2022

  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

  10/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I submitted an order back in August. Of course the company charged my credit card without delay. There was no mention of any back order. Every time I check on the order they push it back a week. This has happened multiple times. By the time I receive these plants in the northeast east they will be useless.

  Business response

  10/04/2022

  Ms. *****,

  Thank you for your correspondence, I reviewed your account and order and see that the Pencil Point Juniper are due to arrive in our warehouse this week. Once we receive them, we will get them out to you asap. I apologize for the delay in shipping.

  Sincerely,

  Kim J
  Burgess Seed

  Business response

  11/09/2022

  Ms. *****,

  A refund was processed back to you in the amount of $65.15 on 10/20/2022. This was processed back to your Mastercard ending in ****. If you have not received this refund, we will need a letter from your bank stating they did not receive it into the account as we show that it was processed as stated. You can include the letter in the bbb posting or send a copy of it to Burgess Seed, *** **** ******, Greendale, IN 47025, Attn: Kim J

  Sincerely,

  Kim J
  Burgess Seed

  Customer response

  11/14/2022

  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. 
  I finally received a refund 
  Regards,
  
  **** *****
  

• Initial Complaint

  09/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had emailed this company several times as I have not received the passion flower ordered and promised from my 2021 spring order or replacement plants for the ones that did not survive the year before.july 26,2022 I called and received a conformation number from a foreign man I could not understand. then I got this email; Hello ***** ******,Thank you for reaching out to Burgess. This is confirmation that Case #******** : "" has been created. A Customer Care Agent will review your inquiry shortly.We look forward to responding to you soon. The Burgess Customer Care Teamand have never heard back!

  Business response

  09/30/2022

  *** *******

  Thank you for your correspondence, I am sorry for the issues you experienced with your prior orders with Burgess. Gardens Alive purchased Burgess in January, 2022 and did not receive any monies paid to Burgess prior to that purchase. I do see that a merchandise certificate (*********) in the amount of $11.49 was issued on 05/06/2022 for the Maypop Passion Flower. On 08/09/2022, a goodwill credit in the amount of $40.17 for the order placed in 2021, the reference number is *********. The goodwill credit can be used on a new order that is placed by phone or through the mail. 

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered some plants from this company. After waiting almost 6 months, they were shipped during the hottest part of the summer. They were not properly packaged for shipping , They we're dried out when received. One plant was dead on arrival . The other plants died even after I planted them correctly the day after I received them. The company issued me a replacement certificate to be used at anytime on any product I wanted. When I tried to use the certificate on their website it says invalid. I have have contacted then and tried to order 3 times . The last time I emailed them , they never responded. So when I contacted them they want me to place my order first and then they will add the certificate. I am not comfortable with that at all. I am asking for a refund of my original order for just these plants , When I requested a refund to my credit card , They stopped corresponding with me.

  Business response

  09/21/2022

  *** *******

  Thank you for your correspondence, I apologize for the issues you experienced with your replacement certificate. I have cancelled the merchandise credit and issued a refund, please allow 3 - 5 business days for processing.

  Sincerely,

  Kim J*****
  Burgess Seed

• Initial Complaint

  09/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had purchased several rose bushes from this Burgess seed and catalog business. Some items had shipped and had since died under 1 year and under their fulfillment policy that I submitted, a few rose shrubs were out of stock and couldn’t be fulfilled so I was issued a $15 merchandise gift certificate with no expiration date. At first most of the items on their website was out of stock so I waited until the selections I wanted were in stock. Tonight I called the number explaining the certificate is not working because it’s invalid. I had my daughter call because I’m disabled and elderly and this upsets me when I’m given a certificate to use for merchandise in order to get product which they have not fulfilled their replacement agreement on the products that did not live. The woman my daughter spoke with tonight had asked how she is related to me which was not her business. The woman then requested that I use a card to pay for the merchandise and she would somehow manually use the invalid certificate on her end. I did not feel comfortable giving her my card for this transaction when I should be able to use the gift certificate the company issued. I was then told that the burgess seed company was just bought out by another company so it wouldn’t probably work anyway. My daughter then informed them that a BBB complaint will be filed for fraud and deceptive business practices because I have a merchandise certificate for the replacement fulfillment item that was not able to be replaced and is invalid despite having no expiration date. I feel that if they can’t get their own invalid certificate to work and refuse to issue a new working certificate, because I will not use my card with this business again after this negative experience and I would like some form of recompense for them not honoring their merchandise certificate and not fulfilling the entire replacement order that was submitted within the proper time span for their 1 year product survival warranty.

  Business response

  09/16/2022

  Mr. Newell,

  Thank you for your correspondence, I apologize for the issues you experienced with your order. Burgess was purchased by Gardens Alive in January, 2022 and we are only issuing merchandise credits for orders placed in 2021. I show you have a merchandise credit in the amount of $15.00 (*********) on account ********. If you are unable to use that online, you can reach out to us by chat or phone and we will be happy to apply to a new order.

  Sincerely,

  Kim J
  Burgess Seed & Nursery

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered some plants from this company. The plants died even after I planted them correctly the day after I received them. The company issued me a replacement certificate to be used at anytime on any product I wanted. When I tried to use the certificate on their website it says invalid. So when zi contacted them they want me to place my order first and then they will add the certificate. I am not comfortable with that at all. I am asking for a refund of my original order, as they refuse a monetary refund.

  Business response

  08/12/2022

  *** *******,

  Thank you for your correspondence, I apologize for the miscommunication, your merchandise credit was active and did work when I placed a test order online, I'm sorry for the issue you experienced. I have cancelled the merchandise credit and issued a credit back to your card, please allow 3 -5 business days for processing.

  Sincerely,

  Kim J*****
  Burgess

  Customer response

  08/12/2022

  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

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to get help since 05/22. I contacted their customer service when the Order arrived and told them that the plants were dead and dried up. I was told to plant them and they would come back to life. I spent money prepping the ground and time and labor planting these DEAD plants as Burgess's customer service suggested because they told me that they would grow. "Give them to the middle of July" they said. We are almost into the middle of August and the plants have not grown one bit. They are dead as dead could be. All I get from their customer service department is another case number (3 or 4 as of now). I Ordered 11 bags of PHLOX CREEPING MIX / DIVISION and none arrived alive. I've wasted too much money and time playing games with Burgess to have trust in what their customer service states. I also ordered perennial seeds on 06/01/22. I planted them after preparing the ground with fresh top soil and watering. None of these seeds have sprouted, today is 08/11/22. Here are several of their responses to my emails to them: 1. Thank you for reaching out to Burgess. This is confirmation that Case ******** : "Plants not growing" has been created. A Customer Care Agent will review your inquiry shortly. We look forward to responding to you soon. The Burgess Customer Care Team [THIS IS AN AUTOMATED MESSAGE - PLEASE DO NOT REPLY DIRECTLY TO THIS EMAIL] 2. Hello ** *******, Thank you for reaching out to Burgess. This is confirmation that Case ******** : "Case ********" has been created. A Customer Care Agent will review your inquiry shortly. We look forward to responding to you soon. The Burgess Customer Care Team [THIS IS AN AUTOMATED MESSAGE - PLEASE DO NOT REPLY DIRECTLY TO THIS EMAIL] 3. Hello ** *******, Thank you for reaching out to Burgess. This is confirmation that Case ******** : has been created. A Customer Care Agent will review your inquiry shortly. We look forward to responding to you soon. The Burgess Customer Care Team [THIS IS AN AUTOMATED MESSAGE

  Business response

  08/11/2022

  *** *******,

  Thank you for your feedback, I'm sorry the plants arrived in less than perfect condition. A $58.28 refund was issued back to your credit card ending in 0721 on 07/28/2022.

  Sincerely,

  Kim J*****
  Burgess Seed

  Customer response

  08/12/2022

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

  Burgess did return to my account the $58.28 for the creeping Phlox which is acceptable.  

  Burgess did NOT RETURN TO MY ACCOUNT $55.35 FOR THE SEEDS THAT ARE NOT SPROUTING.  Order Number: *********** 

  Business response

  08/12/2022

  *** *******,

  I have processed a credit back in the amount of $55.35, please allow 3 - 5 business days for processing.

  Sincerely,

  Kim J*****
  Burgess

  Customer response

  08/21/2022

  Better Business Bureau:
  
   I was away from my PC. I had to wait to check my account for the stated deposits.  The deposit was made and I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Thank you Better Business Bureau for your help in resolving this long awaited resolution from this business.
  
  Regards,
  
  ** *******
  

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with Burgess on May 11, 2022 for a quantity of 7 flowering dwarf cherry plants (order *********00). These were bare root plants that should have arrived wrapped and somewhat moist to prevent the roots from dying before planting. All the plants arrived bone dry and completely dead. I planted them anyways just to be sure and nothing grew. I contacted the company via email on May 25 explaining the situation and received no response. I then called customer service and was told they were very busy. The customer service representative assured me they would respond via email within a week or so. I received no response. I sent a follow-up email on June 6 and received no response. I have both emails on file.

  Business response

  08/04/2022

  Mr. ******,

  Thank you for your correspondence, I'm sorry your plants arrived in poor condition. I have issued a credit back to you in full, please allow 3 - 5 business days for processing.

  Sincerely,

  Kim J
  Burgess Seed & Nursery

  Customer response

  08/05/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. Thank you very much.
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  07/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I'm sending you a copy of the most recent email I sent to the company: (I paid for the trees on May 24 when they were available. 2 mos. later I received a post card saying they were no longer available. No mention of rain check or refund. I have emailed 5 times concerning this to no satisfaction. This company is a sham!) From: *** <**********************> To: [email protected] Sent: Tue, 12 Jul 2022 11:57:20 -0400 (EDT) Subject: ORDER IGNORED!!! I have NEVER received ANY response concerning the order below! I have NEVER received this order which I PAID for! I am going to report this to the BBB and others if I do not get a satisfactory answer within the next TWO DAYS. THANK YOU!!!! 5TH NOTICE. This information will be sent to BBB and all on Facebook tomorrow. You took my money and sent me nothing! Dear ***** *****, Thank you again for shopping with Burgess Seed & Plant Co. Your order has been received and is being processed. Visit Order Status online anytime to view the current status of your order.Log in with the following information: Account Number: ******** Order Number: *********** Zip Code: *****Qty Ordered Item Number Item Description Ship Date Estimate * ***** FREE GIFT COLLECTION OF 2 -WITH 06/01/22-06/06/22 5 84290 JUNIPER SKYROCKET 06/06/22-06/06/22 Order Date: 05/24/22 Shipping Amount: $0.00 Coupon Amount: $0.00 Product Total: $59.98 Estimated Tax: $3.60 Order Total: $63.58

  Business response

  07/22/2022

  *** *****,

  Thank you for your correspondence, I'm sorry the Skyrocket Juniper were out of stock. A refund was issued back to your Visa ending in **** on 06/21/2022 in the amount of $63.58. I have attached a copy of your account showing the refund date for you.

  Sincerely,

  Kim J*****
  Burgess Seed and Nursery

  Customer response

  07/22/2022

  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, although it took several weeks to issue the refund and months to notify me directly. I will not do business with the company in the future and I thank BBB for mediating the issue for me. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed a plant order from Burgess Seed and Plants in March. I ordered 2 plants and finally received them on June 23. Both of the plants were dead on arrival. I emailed photos and a request for a refund to the company on June 23 and never received a reply. On July 19, I attempted to chat with the company online on their website. As soon as I mentioned a refund they stopped responding to me. I would like. Refund of $23, which was my order total.

  Business response

  07/19/2022

  *** ******,

  Thank you for your correspondence, I apologize for the miscommunication with our Chat department today, I have forwarded that to management for review. I have issued a refund in full back to you in the amount of $33.76, please allow 3 -5 business days for processing.

  Sincerely,

  Kim J*****
  Burgess Seed

  Customer response

  07/19/2022

  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,
  
  
  ******* ******
  
  

*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. ↩