ComplaintsforBurgess Seed & Plant Company

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered flowers from Burgess Seeds & Plant Co. **** * ******** ***** ************ ** they sent 2 flowers last spring and the other two they would send in spring 6/30/2022. I called to see when they were going to send my 2 flowers which were paid for last year. They tell me the have no record of my order and the company has been sold. They are not going to send no flowers and no refund?? I paid for all of them last year money order. I saved the bag with the message on it.

  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 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. If you can send us the bags or invoice with what was ordered, we can send you a credit to use on a future order.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In July of 2021, I ordered and received some plants from Burgess and planted them per their instructions. They had sent me warranty statement with the plants, that I was to send in the shipping label if I had a warranty return of the plants. Some of the plants died through the winter, and I returned the dead ones to them on April 26, 2022. I returned the original shipping label as instructed. The warranty statement stated I could return the dead plants up to 06/30/2022. I never heard back anything and called them on May 12, 2022. I spoke with one woman that I couldn't understand and was disconnected. No call back to me. I then called again and got another lady that I couldn't' understand. I don't know what nationality these women were, but I couldn't understand either of them. I finally explained my concern but neither of them could find my original order or any correspondence concerning my return of the dead plants. The last lady gave me a number that I understand was a credit number. I asked her if that would be a credit to my original credit card that I used to purchase the plants. She stated that was a credit toward my next order with them. I told her I don't intend to purchase from them since this transaction has been such a hassle. I then asked to speak with someone that I could understand. She put me on hold, and I waited for a while, but then gave up. I had been on the phone for 45 minutes trying to resolve this concern.

  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 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.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Order Number: *********** Order Date: 03/18/22 2 ***** ****** **** ***** ****** arrived dead.. Contacted the company, they sent me a Replacement Certificate. I tried the code and it did not work - when I tried to use it and it said that the code was invalid. I contacted the company several times about the code and each time they just kept telling me to use the code. I asked them to resend the plants or to give me a code that would work and to this date, I have gotten neither, just a letter that provides me with the same code that does not work.. This has been going on for sometime and to this date I have not gotten a working code, the plants or my money refunded.

  Business response

  05/25/2022

  *** ******,

  Thank you for your correspondence, when placing orders on the website, when you get to the payment screen, select replacement or gift certificate and put in the reference code ********* and $21.49 will be deducted from your order.

  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 find that this resolution is satisfactory to me.

    I use the cert they provided several times and each time, no matter what, I get this error 

  There was an error.
  Please double-check any highlighted fields.
  Invalid Gift Certificate

   As I have told them this  at least 5-6 times the code they are providing is not working.  I have tried many times to use this certificate it does not work, again I ask the  money be refunded. Just so everything is clear, I used the Certificate provided to BBB, tried to use it several times and each time I get the invalid gift certificate error. ( the code does not work!) 

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

  Customer response

  05/26/2022

  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.

    I use the cert they provided several times and each time, no matter what, I get this error 
  
  There was an error.
  Please double-check any highlighted fields.
  Invalid Gift Certificate
  
   As I have told them this  at least 5-6 times the code they are providing is not working.  I have tried many times to use this certificate it does not work, again I ask the  money be refunded. Just so everything is clear, I used the Certificate provided to BBB, tried to use it several times and each time I get the invalid gift certificate error. ( the code does not work!) 
  

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

  Business response

  05/26/2022

  *** ******,

  If you are having issues using the replacement certificate online, please call our Customer Service department and they will be happy to place the order by phone and apply the open credit to a new order.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

  Customer response

  05/31/2022

  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.  This has gone for to long,  I no longer want the product, all I ask is for the company to refund my money. I have emailed them many times, and I do not see  why it is so hard for them to just return the money. I no longer want the product, I want a full refund.
  
  Regards,
  
  ****** ******
  

  Business response

  06/06/2022

  *** ******,

  Again, I apologize for the technical issues you are experiencing using the valid merchandise credit online. I have cancelled the credit and issued a credit back to you, please allow 3-5 business days for processing.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

  Customer response

  06/17/2022

  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.

   I can tell you that the company will not send me a refund as they said, because I still have not gotten it. Please reopen my complaint.
  
  Regards,
  
  ****** ******
  

  Business response

  06/19/2022

  *** ******,

  The refund was issued back to the credit card ending in 7940 in the amount of $24.49 on 06/06/2022. I am including a screenshot showing the refund issued.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After waiting weeks for it to ship, the company sent me a plant that was on the brink of death. It didn't survive a day after opening the box. Their website clearly states "Order with complete confidence. We select and ship only the finest quality seeds, bulbs, plants, and trees. We pack them carefully to ensure they arrive safely. If you are not pleased with your purchase, please call us at ###-###-#### or email us at [email protected] and our Customer Service representatives will be happy to help you obtain a merchandise credit. Your order is important to us, and we want you, our customer, to be completely satisfied." I emailed customer service multiple times and got no response. The plant is dead and I need it as a pollinizer to the other plant I received (that magically survived although it looked pretty bad on arrival). I just want a replacement or a credit so I can order something else.

  Business response

  05/25/2022

  *** *******,

  I was unable to locate an email in our system but I did issue a credit that you can use on a future purchase for the honeyberry collection. You did not state what did not survive but that has 2 different ones so that there is a pollinator. The replacement certificate for $34.97 includes shipping credit and the reference number is *********.

  Sincerely,

  Kim ******
  Burgess Seed & Nursery

  Customer response

  05/26/2022

  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:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered plants and trees, as of this date I have only received two dead plants. Have not received any of my trees and can not get an update or a refund for anything. Company refuses to respond to emails. Spent $54 and so far have gotten nothing for it. Order #***********

  Business response

  05/25/2022

  *** *******,

  Thank you for your correspondence, I have issued a $24.98 credit, the reference number is *********. The remainder of your order should be shipping out this week. If you would like to cancel your order, you can do that on our website or by contacting customer service. You can also check order status online.

  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.
  
  Regards,
  
  
  ******* *******
  Company offers a store credit? So they can sell me more dead plants? Wants me to jump thru hoops in order to continue to deny me my refund, this is absolutely not acceptable. I require a FULL REFUND,. Nothing less. This company accepted my payment for a product which was not provided, nothing less than repayment in full will be accepted.
  

  Business response

  05/25/2022

  *** *******,

  I just cancelled your credit and issued a refund in the amount of $24.98 back to your card for the honeyberries. I cancelled the remainder of your order and that will also issue a refund for the remaining balance paid. Please allow 3 - 5 business days for processing.

  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

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 16, 2021, I ordered some trees from Burgess Seed and Plant Company. On May 4, 2021, Burgess deducted my full payment of $102.23 from my debit card. A few months went by, and I still hadn't received my merchandise. I made multiple attempts to reach Burgess by phone, and conveniently for them, no one was ever available to answer the call. So I finally sent an email, and I received a response. I was given an apology, and I was told that they'd been experiencing problems acquiring certain trees. So I decided to be patient. More time went by, and I thought that because of the pandemic and other issues, maybe the extra wait time was normal. But no attempt was made by Burgess to reassure me that I wasn't forgotten. More time passed, and I had almost forgotten, since I've been busy, until I received a Burgess catalog (yesterday)! I thought, "They've got their nerve--asking me to send more money for products I won't even get!" Yes, it has been TEN MONTHS since I've ordered--and NOTHING! So I had time to try making a call. The GOOD news is that someone actually answered. The really BAD news is that, lo and behold! Someone bought the company!! So the original owner is completely off the hook--no one had to face me when I made initial contact--they conveniently got to hide behind an email. Now that they've gone on to greener pastures, they don't have to be confronted by me. How convenient for them! At any rate, the new owner, Eddie N*****, offered me a STORE CREDIT, stating that he could not issue a refund! So after waiting 10 months for a product I PAID for 10 months ago and haven't received, I get to order from the same company! So I get to pay the consequences for THEIR poor business practices, when they should have offered me a refund MONTHS ago. At the VERY least, they should have maintained close contact to assure me I wasn't forgotten! I would like you to resolve this, and make sure I get a CASH REFUND. ***** ********

  Customer response

  02/09/2022

  Consumer called BBB this afternoon and stated they were offered a store credit by phone and they have decided to accept this offer and would like to withdraw the complaint. 

*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. ↩