ComplaintsforBurgess Seed & Plant Company

• Initial Complaint

  07/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Originally purchased in May of 2021 approximately $230 worth of trees, vegetable seeds, tomato plants and strawberries.. In July of 2021, they informed me that my order would not be shipped until 2022 during planting season (so expected in May of 2021). In Oct 2021, they shipped me a strawberry planting ring that I ordered with a value of $110 dollars BUT it was supposed to include 50 free strawberry plants which I did not receive. On April 11, 2022, they send me two $10 replacement certificates for the $26 of pear trees I ordered and I check on the rest of my order and it shows scheduled to ship in early May. Early May comes and goes and after much arguing with the company I finally receive the 3 apple trees I ordered. After months of back and forth, they send me some junk strawberry plants that won't grow and still have not received any of the remaining part of my order. So I call them back and request a full refund. They credited back about $20 on June 1 but after repeated requests to refund the remainder of my order they refuse. I've been waiting over a year for my order or a refund of my money and it never happens. Account Number: ******** Order Number: ***********

  Business response

  07/09/2022

  Mr. ********,

  
  Thank you for your correspondence, I apologize, Burgess 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 Burgess prior to them joining our family of brands. Your original order placed with Burgess in 2021 was ******** and we did ship the Apple trees as a courtesy along with the Goodwill credits $10.00 ********* and $10.00 *********.  I have issued a goodwill credit in the amount of $20.00, the reference number is *********, which is for the additional $4.00 for each pear tree plus shipping credit. This credit can be used on a future order.

  Sincerely,

  Kim J*****
  Burgess Seed and Nursery

  Customer response

  07/15/2022

  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.

   

  The new Burgess company has the same name as the old Burgess company.  As the consumer it shouldn't matter to me if another company took ownership of the company.  I placed an order for over $200 and received items valued at $110.  When the new company bought Burgess they would have had to have filled orders as the value of the company that they purchased was fueled in part by funds that I had sent.  I made many contacts with the company to get the to ship me the products and they could not.  Since they cannot, I would like to have the value of what they did not ship to me returned to me.  I paid with the confidence that I would receive the value of that purchase in goods and I have not.  It is only fair that I should get what I paid for from Burgess Plant and Seed because I placed the order with Burgess Plant and Seed.  It doesn't matter to me who the owner is, I bought the products from a company that is still in business and I would like a refund for the items that I've been waiting over a year for.
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  06/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered $60 worth of live plants in February. I had not received anything by May 12, and sent an email asking where my order was This was done because you will have no success in planting the type of plants I ordered by planting in Summer. They sent me 3 totally dead plants. I planted them but absolutely nothing happened. I received the majority of my order on June 22. Repeat of the same issue. Dead plants and too late to plant anyway. I taped the box up and packaged all of the product sent to me. they don't want them back. My original case # from 5/23/22 is : ********. After I received the first order, I called and after a very lengthy conversation, was told I would receive a refund. This did not occur.

  Business response

  06/23/2022

  *** ****,

  Thank you for your correspondence, I apologize for the issues you experienced with your order shipments. I have issued credits back to you in the amounts of $19.64 and $35.48, please allow 3 - 5 business days for processing.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last fall I purchased a wisteria tree from them, and it died. They have a guarantee on this, so I contacted the company at the beginning of April. They responded with an auto generated email stating that someone would address my issue. About 2 weeks after that they sent me an email apologizing for my issue and were going to direct it to the proper department. After a few weeks went by, I recontacted them and they said the same thing. This has gone on several times without anyone ever addressing and resolving my issue. This has gone on for almost 3 months, which should be ample time to address my issue and send me a refund.

  Business response

  06/19/2022

  *** *********,
  
  Thank you for your correspondence, I apologize, Burgess 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 Burgess prior to them joining our family of brands. I have issued a goodwill credit in the amount of $27.00, the reference number is *********. This credit can be used on a future order.
  
  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 I really have no choice but to take this. This way I have to deal with this company once again and either spend more money or lose money. This is a very typical way of them getting more money from a customer. Would have much more preferred to get a refund.
  
  Regards,
  
  ****** *********
  

• Initial Complaint

  06/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered some plants never received them. They gave me a new shipping date no plants contacted them again they said they would expedite the other and still nothing.

  Business response

  06/12/2022

  *** *****,

  Thank you for your correspondence, I apologize for the delays in shipping. I have cancelled the remainder of your order, please allow 3 -5 business days for the refund to process back to your account.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

  Customer response

  06/15/2022

  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,
  
  
  ***** *****
  
  

  Customer response

  06/20/2022

  I have not received the refund which is what I want for the settlement

  Business response

  06/21/2022

  *** *****,

  Thank you for your correspondence, $56.24 was refunded back to the ********** ending in **** on 06/12/2022. I have attached a screenshot of the refund that was processed. 

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Dwarf Granny Smith apple tree from this group, who purchased several online gardening companies including "Direct Gardening" and "Dutch Gardens", two years ago. The first year they tell me it's on its way, multiple times I called between April and June, "it's being processed", "it's being shipped now" over and over again until I'm told "they are out of stock for the year" in late June 2021. This year, I got a notice in March saying they didn't forget about my order. Late April,.... out of stock so I asked for a refund. The lady on the phone tells me "oh we purchased Direct Gardening because they filed bankruptcy and we are just trying to fulfill their orders out of kindness, but they should have returned your money already".. and refused to help me any further. I call back after checking my bank records and locating all of the invoices. The next lady tells me they arent going to be able to fulfill my order because they aren't carrying the product anymore. She tells me they will be sending me a refund in the mail by check and verified my address. I distinctly said "why not just put it back on my card?" She says "we don't keep cards on file so we just have to mail you the refund" then went on to tell me how long it would take for the refund to be processed. This is when I also learned my Burgess order for 100 strawberry plants and current Bushes was through this same company.... that order had been pushed back as well but she marked me as priority..... A couple of weeks go by, nothing so I call back, I get the same lady as the previous time. Refund coming g in tbe mail, verified my order was priority, and assured me the plants would be on their way soon. Today 6-2-2022. I call for an update, still had not heard anything from anyone. The gentleman on the phone tells me the order has been pushed back again, and said they don't issue refunds, only store credit.. so I now have no money, and no merchandise... to me that's theft shrouded by lies.

  Business response

  06/07/2022

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

  Thank you for your correspondence, I apologize for the delay in shipment of your Burgess order, the available items are currently processing for shipment and I upgraded the shipping for you. The Red Currant is on back order and expected in mid June. 

  I apologize, Direct Gardening 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 Direct Gardening prior to them joining our family of brands. We did issue a goodwill credit in the amount of $36.38, the reference number is ********* and it can be used on a future order.

  Sincerely,

  Kim J*****
  Burgess & Direct Gardening

• Initial Complaint

  05/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 3/20/22, I purchased $136.48 worth of plants from Burgess, Order Number ***********. At the end of April I called to find out the status of my shipment as I had only received one item. I was told that the original shipment time which was the middle of April, would have to be pushed out to the middle of May. It is now the May 25, 2022 and the order details the shipment date has been pushed out until June. I have tried to call multiple times to find out what is going on and someone answers the phone but then hangs up immediately. The "live chat" is a robot which has been look at the same order details I can see. These plants are supposed to be planted in spring and I am afraid we are going to be in summer with 90-100 degree temps before I get these plants and they may not take before the growing season is over. Since I cannot get a hold of the company I was hoping that the BBB could possibly do something to either get my money back or get my order shipped. My family has done business with this company for years and has never had issues, however, this is concerning and makes me wonder if the company is going out of business and is going to just take my money and run. Thank you for your time.

  Business response

  06/07/2022

  *** ******,

  Thank you for your correspondence, I apologize for the delays in shipping. The Perennial Bargain Bag and Pink Clematis are on backorder and expected in mid-June. I can cancel your order if you do not want to wait but wanted to make sure because all 3 items on your order are currently out of stock for new orders and the order would not be able to be replaced. 

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 24 trees. They sent them to me by mail, but all were dead when I received them. I talked to the company and they sent 24 more trees and they were deal also. as it took 15 days for me to get them. I requested a refund but they sent me a refund store credit which is only good at Burgess, I have been calling them for over 2 months. 

  I want my $134.99 returned as I will never do business with Burgess again. 

  Customer response

  04/06/2022

  BBB spoke with the consumer today who stated he received a letter from the company today indicating they could not fill his order to do no availability and enclosed a merchandise credit $134.99. The consumer states he is requesting his money back and not a merchandise credit.  Consumer states he sent the order in December 2021 and is just now receiving notice his order would not be filled. 

  Business response

  04/08/2022

  We are in receipt of recent correspondence regarding the order you placed with us on 4/2/21, which shipped on 5/28/21.
  
  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.
  
  On 7/15/21 a replacement was requested, which shipped on 7/28/21.  You contacted us stating that you did not want the items bareroot, which is the only way we ship the product.
  
  Even though we were under no obligation because we had already sent a replacement once, in the interest of customer satisfaction we issued a merchandise credit certificate of $134.99, which can be used on any items we carry including seeds and hard goods.
  
  Very Truly Yours,
  Burgess Seed & Plant
  
  
  
  
  Susan P*****
  Customer Service

  Customer response

  04/21/2022

   I am rejecting this response because:
  
  attached

  Business response

  05/26/2022

  *** *******,

  Thank you for your correspondence, I apologize, Burgess 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 Burgess prior to them joining our family of brands. 

  A goodwill credit was issued for $134.99 on 02/09/2022 and you can use that on a future order.

  
  Sincerely,

  
  Kim J*****
  Burgess Seed & Nursery

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/13/2021 we ordered 9 trees from Burgess Co. Order # ******. Paid $59.61 for these trees which included $9.99 shipping and $3.63 tax. I called on 5/28/21 to see where the trees where. They said they would be shipped shortly. On June 5,2021, I called again and was told they were just shipped by *****. I did not receive them until 6/16/21 after being in a hot ***** truck for 11 days. When they came they all appeared to be dead, but I planted them because their instructions said they may appear dead and would come out of it. After caring for them all summer, they never revived. I called on 10/18/21 and talked to a Patrick and was told they would send replacement in the spring of 2022. I wrote them a letter on 10/18/21 and detailed the order number, types of trees and shipping label proving showing it took 11 days to arrive here. Also, included who they were suppose to send them to, On April 13,2022 I received an email from Burgess explaining they could not fulfill the order for the 5 ******** ***** and sent us a Replacement Certificate of $15.00. Those tree were $14.99 plus tax.. So I called to order something to replace them and was told that I still had to pay $9.99 for shipping plus tax to use that Replacement Certificate. That I needed to wait to get a catalog that offered free shipping. I currently had 4 of their 2022 catalogs and none had free shipping. On April 27,2022, I received another Replacement Certificate for $7.99. This certificate stated that Gardens Alive, Inc. had recently acquired Burgess Seed and Plant Co. and that unfortunately they were unable to access my original payment for the purpose of a refund. I called on May 16, 2022 and talked to a Donelle and she informed me that Burgess was bought by a different company and this last letter said they could not fulfill the balance of the order which was * **** ***** ***** ***** trees which cost $30.99. The total spent was $59.61. That is all I want is a refund for the total amount.

  Business response

  05/26/2022

  *** ******,

  Thank you for your correspondence, I apologize, Burgess 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 Burgess prior to them joining our family of brands.

  There are 2 credits issued to use on future orders, I just issued another credit for $30.00, the reference number is *********. Your account number is ********. You will need to call Customer Service to place a new order and have the credits applied to it. We did not own Burgess in 2021, did not receive any payments for any order placed and are unable to issue any refunds.

  
  Sincerely,

  
  Kim J*****
  Burgess Seed & Nursery

  Customer response

  05/27/2022

  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

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have attached a letter explaining the complaint after the shipment last year.

  In 2020 I initially sent in an order to Burgess Seed and Plant Co. in Indiana. They finally shipped me plants and only one Blueberry plant lived. My order cost $91.58. I contacted the Burgess Seed company and requested a refund. They wanted me to get a voucher that would allow me to order more product. I used the voucher last year and ordered more plants. Blueberry plants and Blackberry plants. The plants came last year and only one of the blueberry plants survived. They sent two blackberry plants and the never lived. They looked horrible when I got them. I have been planting fruit plants for over 50 years. I am no rookie when it comes to growing fruit or vegetables. The plants that Burgess sent me were not healthy.
  
  I have not heard anything more from this company and they have not filled my order. I am requesting your help in getting me a refund except for two blueberry pants that survived. My initial order was for $91.58. It was for Blueberry plants, Raspberries, and fertilizer. Please ask Burgess to refund me the money I paid for the Berries I never got and the other blueberry plants that did not make it. The fertilizer was used. 

  Business response

  05/25/2022

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

  Thank you for your correspondence, I apologize, Burgess was purchased by Gardens Alive in January 2022 and we did not receive any funds from orders placed in 2020 and 2021. While we are issuing goodwill replacement credit for items purchased, we are unable to issue any refunds for any money paid to Burgess prior to them joining our family of brands. I do see that there is a pending shipment of 1 Killarney Raspberry and 2 Dewberry that are on backorder and expected in the beginning of June, the order number is ***********.

  Sincerely,

  
  Kim J*****
  Burgess Seed and Nursery

  Customer response

  05/27/2022

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

  Customer response

  06/07/2022

  I want a check to me for the money they still owe me. I do not want their plants especially since their other ones were not good and did not survive. I will never do any more business with this company!

• Initial Complaint

  05/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a large order of plants and seeds on 2/15/22. I have yet to receive the full order, as they keep pushing part of it to backordered. The part of the order I did receive was not what was expected or ordered. They shipped tiny immature plants they claimed would be fully grown and ready to produce. They shipped smaller than advertised vine plants for raspberries and other plants. The trees I ordered are still showing on backordered and they keep pushing the estimated arrival back further and further, almost to a point the trees will not be good to plant for growth in our area. This is the 2nd time I have had issues with orders from this company and their so called shipping department. Last year we had to involve our bank to dispute the charges for items never shipped out or received.

  Business response

  05/25/2022

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

  Your Hall's Hardy Almond and the Fruit Cocktail tree that was order were on backorder and shipped out on 05/19/2022. I show it delivered on 05/22/2022. 

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

  Customer response

  05/25/2022

  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.

  Placing an order as far back as we did to only receive it almost at your cut off seems suspicious, especially since this complaint was filed and magically the items ship.  The items weren’t on back order when I ordered and it’s basically too late I’m the season to plant these items to see good 1st year success.  I also have not been home to see the quality of your items as I’m traveling and had to have housesitter plant these trees in pot until we can get home to check quality and plant in permanent location…all of these extra effort because we did not receive our entire order until over 3 months after ordering.

   

   

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

  Customer response

  05/26/2022

  I will investigate the condition of the trees we have waited nearly 3 months to plant, putting us a year behind on harvesting 

  Customer response

  06/03/2022

  The items that arrived are not as described nor are they worth the 3 month waiting time.  The two "trees" they sent were sticks with no branches, buds, or anything.  The "root" structure were barely an inch or more in size, and I doubt this item will grow.  Waiting over 3 months for these items I ordered to only receive this poor excuse for any plant is an insult.

  Business response

  06/07/2022

  *** ********** 

  
  The trees are guaranteed, please plant them and let us know if they do not survive, we will be happy to issue a merchandise credit to use on a future order.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

  Customer response

  06/07/2022

  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.

   

  The trees were planted and i seriously doubt they will produce anything as they are simply a stick with 3" roots at most.  I would not like a merchandise credit for your faulty product, as I will not be ordering from your company ever again based on this poor service and misleading product description.  At this point, only a refund on these "trees" would be acceptable as the product is not as described, arrived 3 months after order, and appears to be already dead or just a simple stick not a real tree plant.
  
  Regards,
  
  ***** *********
  

  Business response

  06/08/2022

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

  I have issued a credit back to you, please allow 3-5 business days for processing. I have removed you from both the email and mailing lists so you will not get offers moving forward since you do not want to place any additional orders.

  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. ↩