ComplaintsforDirect Gardening

• Initial Complaint

  04/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered plants in April of 2021. When they arrived, several were incorrect and several did not grow. I emailed the company on June 3, 2021, Oct.17, 2021, May 27, 2022. I spoke with the chat agent on June 14, 20222 who could not help me and told me to email the company again. I emailed again on June 14, 2022. I rec'd a reply on June 16, 2022 saying they were busy and providing 2 case numbers (# ******** and ********). I emailed them again on Sept. 10, 2022 and Jan 29, 2023. I have yet to receive any reply.

  Business response

  04/30/2024

  Hello,

  I wanted to inform you that while we are unable to retrieve previous receipts from Direct Gardening due to it being grandfathered, we understand the importance of addressing your concerns. Therefore, as a one-time gesture of goodwill, we have issued an in-house credit for $50.00 (Credit Memo Number *********) that the customer can utilize with one of our sister companies, *******. This credit will be permanently available on the customer's account (********) with no expiration date, ensuring the customer can use it at their convenience. The customer can simply reach out to us at ###-###-#### to place their order.

  Should you have any further questions please to contact me. 

  Kind regards,
  Michaela

  Customer response

  05/04/2024

  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,
  
  *** ****
  

• Initial Complaint

  05/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased several items including trees, bushes, flowers & vegetables last year. They refused to send a refund for all of the stuff that died or did not even come up. All they did was issue a couple credits for 2 of the eight things that died or didn’t come up at all. However when I call to try & redeem the credit, everything seems to be out of stock or out of season. I’m tired of dealing with these scammers & crooks I just want my money back.

  Business response

  05/15/2023

  Hello,

  Advise the customer via email that the replacement certificates were cancelled and that they will receive a refund back to their  credit card in place of the certificates.

  Warm regards
  Michaela. W

  Customer response

  05/16/2023

  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

  05/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Advertisement describes the item then states each bag contains 4. 1 bag cost 119.99. My bag contained 1. The item #*****. Customer account ********, order total 127.19. I called customer service and the gentleman agreed with me that I should have received 4. He put me on hold then told me they told him I was not the first to raise this concern but sorry you only get 1. This same item at burgess seed is 89.99. I thought I was getting a great deal. I emailed them telling them to either refund or send the other 3. They have ignored my plea. Order date April 21, 2023. Can you help?

  Business response

  05/11/2023

  Hello,
  We have advise the customer via email that we have provided a full refund, and provided the customer with an in-store credit that they may use towards their next order and advise that this credit will not expire.
  Warm regards,
  Michaela. W

  Customer response

  05/11/2023

  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

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with ******* ******* for Paw Paw trees. Paw Paw Trees had no roots. Company gave me a replacement certificate. I called phone number on replacement certificate was told company bought over by Direct Gardening. I talked to 2 people one person told me to call back in the Fall and the second person disconnected me. Since Direct Gardening did not have trees, I asked if I could replace with another item less money. I just wanted to use the certificate (NO EXPIRATION DATE. NO CASH VALUE), person did say that had item in stock. (Item was a lesser amount). I did not want to pay for shopping and handling, I paid for this, with the previous order. Shipping was more than the item. Replacement Certificate ********* Redeem for Merchandise only. Order Number ********* Amount $18.14 I asked to change order since company did not have PAW PAW trees (first person told me to call back in Fall.) Second customer service person said Ok They did have English Primrose item number ***** for $11.99. I asked if I had to paid for shipping cost and explain I should not have to. Person said she will check and disconnected me. I was not rude original order was placed 4/26/2022 (certificate email date). Today I talked to 2 people and 2 online people all 4 disconnect. Total of 5 first person told me to look for another product or call back in Fall.

  Business response

  05/09/2023

  Advise the customer via phone that they have received their order and an in-house credit that they will be able to use towards their next purchase. Also, advised that the credit will not expire and will remain on their account till the are ready to use.
  Warm regards
  Michaela. W

  Customer response

  05/09/2023

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

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with them last year. When the order arrived I was missing lots of my strawberries and the rest of the blackberries and raspberries all appeared to be dead. I have pictures of everything. I went ahead and planted the stuff. I called this year and was told that they would give me a credit. I did get a partial credit to use for reorder. However every time I look all items are out of stock. Plus the prices are different and they will not replace the same number and same type of plants as in the original order. Now, I'm looking at the company reviews and want a full refund that I originally wanted, but was talked into a partial store credit. If they issue me a full refund for the original purchase, I can finally move on and get my plants from a reputable company. The original order was with Farmers seed which is now Direct Gardening. I am owed $242.19 for the original purchase as everything did not survive. Please see the attached documents. Thank you!

  Business response

  03/07/2023

  A refund for the full purchase price has been issued in the amount of $247.80. We kindly ask you to allow 10-14 Business days for receipt of this refund check. You may reference credit memo number ********* should you have questions regarding your refund.

  Customer response

  03/07/2023

  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, as long as they follow through and I see the refund post back to my account. Thank you!
  
  Regards,
  
  *** ******
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order back in 2019 and have been trying to get my full replacement credit for dead plants since then. It’s a complicated and convoluted trail to follow but I have documentation showing everything that was ordered, what arrived dead or damaged, what was requested for replacement (or a credit rather) what credit was received and what items weren’t on the credit voucher, replacement plants I later ordered, what arrived dead in that order, what items I submitted for replacement, all the times I’ve emailed and copies of all the letters sent. I don’t have time to check on this everyday but I have tried calling (no answer) and emailing many many times. Usually with no response or a note that “they are working on it”. I’ve submitted everything required by their warranty claim and additional information. This company clearly has no intention of honoring their warranty. I would like a REFUND, not a credit, for all of my orders because not only did a large portion of their plants arrive dead or dies shortly after, but I’ve also spent hours trying to simply get what was promised to me and documenting this travesty. This company should not be allowed to operate. The poor quality of their specimens plus the complete refusal to honor their guarantee makes them unfit for business. Here are screen shots of the most recent email thread. There are others I can forward if you will send an address. I can also send the original images that aren’t showing up. I have written papers that show my complete order history.

  Business response

  02/02/2023

  Dear *******,

  
  We apologize for the plants you ordered arriving damaged and not growing. Thank you for the feedback on how we can improve the overall customer experience. We are issuing you a full refund of $300.98 for the available credit on your account. The refund check will take approximately 7-10 business days for processing and delivery. We hope these efforts are a positive step to mend the customer experience and you will consider ordering from us in the future.

   

  Customer response

  02/02/2023

  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, assuming they follow through  
  

  However, I’d like to officially respond once they company has fulfilled their commitment. 
  
  Regards,
  
  ******* *****
  

  Customer response

  02/24/2023

  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.

  Hi. Just following up to let someone know that I have not received the credit I was promised on 2/3/23 as part of the resolution. It was expected to take 7-10 days for processing. No refund has arrived.  Will you please assist me in getting the refund?
  Thank you 
  ******* 

  
  
  

  Customer response

  03/02/2023

  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. 
  
  
  
  Hi ***** 
  Check has been received. Please close case. Thank you! 
  ******* 
  
   
   
   
  
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  To whom it may concern, I bought over 30 almond trees from Direct Gardening (formally Farmers seed and nursery). Over the course of 3 years. They warranty the trees to live for 12 months and I had to use that warranty to replace a number of the trees. As of right now I have 32 very healthy trees. It takes 3 to 4 years to produce fruit. The problem Direct Gardening/Farmers sent me Peach trees over the past couple years and not Hall's Hardy Almond trees like I ordered. Peach trees and Almond trees look identical until they produce fruit. I called to speak to them and they told me that Direct Gardening and Farmer's had merged and they were taking over warranty issues. I explained the problem and they apologized and offered me a $10 off coupon for my next order. I explained to them that I wanted 32 5' healthy Almond trees and they explained to me that the warranty only covered the trees for 12 months. I explained to them that the warranty covers live or death trees and this issue was for the kind of tree i ordered! I have spent 4 years watering, fertilizing, and nurturing these trees to find out they are Peach trees is heart breaking and i would just like to get 32 5' healthy Almond trees. Thank you for your help, **** ******

  Business response

  02/06/2023

  This issue was already resolved. A credit available on his account in the amount of $79.99 (from previous owner) was re-issued. The re-issued credit was applied to a new order *********** for eight quantities of the ****** ***** ****** ***'. 
  
  Customer placed an order for 32 quantities of ****** *** with Farmer Seed back on January 11th 2019. The total on this order was $334.95. Farmer Seed sent a replacement order on all 32 ****** **** on 3rd May, 2019. He placed another order for 12 quantities of the ****** **** on 04.04.2020 and received replacement order on eight of them.
  
   
  
  Warmest regards,
  
  Tas M
  
  Garden’s Alive

  Customer response

  02/15/2023

  To whom it may concern,

  Farmers settlement was for trees dying before the 12 month warranty was up. This issue is not because of trees dying this issue is because I was sold peach trees. Now that all 32 trees are producing fruit they are producing peaches! I'm not accepting this excuse. The dates you gave in your response are the dates I gave in my original message about replacing the trees that were unhealthy and dying. As of last year when I called you and told you that I was sold peach trees and not only trees you tried to issue me a $10 gift card.

   

  **** ****** 

  Customer response

  04/28/2023

  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

  05/04/2023

  To whom it may concern,

  1- I agree, I did call in and ask for replacement Almond trees and was sent replacement trees. 

  2- some of those also died and they sent replacement trees a second time.

  3- I did not realize that every REPLACEMENT tree you sent me the 1st and 2nd were PEACH TREES!!!

  4- I have been caring for these trees for over 3 years waiting on Almonds. 

  5- I have done my part! I paid for a product that was guaranteed! 

  6- I would like my product! I have 4 year old healthy PEACH TREES!!!!

  7. I would like 4 year old healthy ALMOND TREES!

  Business response

  05/08/2023

  Please be advised this has already been resolved by senior management. A credit available on his account in the amount of $79.99 (from the previous owner) was re-issued. The re-issued credit was applied to a new order *********** for eight quantities of HALL’S HARDY ALMOND 2-3'. 
  
  The customer placed an order for 32 quantities of Almond Nut with Farmer Seed back on January 11th, 2019. The total on this order was $334.95. Farmer Seed sent a replacement order for all 32 Almond Nuts on 3rd May 2019. He placed another order for 12 quantities of ****** **** on 04.04.2020 and received a replacement order for eight of them.
  
  
  
  Warmest regards,
  
  Michaela W
  
  Garden’s Alive

  Customer response

  05/12/2023

  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.

  1. Out of all the trees sent to me only 2 of them are Hall's Hardy Almonds. All the rest are Peach trees.

  2. It took 4 years of taking care of the trees so they could produce Almonds and they are producing Peaches.

  3. At this point I would like Hall's Hardy Almonds trees 

  4. I have 2 of the original trees from my very 1st order which are almond trees. Everything else is peach trees.
  
  Regards,
  
  **** ******
  

  Business response

  05/18/2023

  Hello,

  Please be advised this has already been resolved.

  Warm regards
  Michaela. W
  

  Customer response

  05/27/2023

  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 30 healthy PEACH trees from direct gardening. I ordered Hall's Hardy Almonds trees. At the end day it's very simple I just want the almond trees that I paid for. I will not accept the refund due to the fact that I have been taking care of these trees for years now waiting for them to produce. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  09/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered butterfly and lilac bushes (nine plants total) from this company last spring, with no shipping charge. When the plants arrived, five of them were not viable. Under their no-risk guarantee for any plants that do not survive, a credit was issued on August 26, 2022, for $34.40 for the dead plants. I called to place an order to redeem the replacement certificates, and when I placed the order equivalent to the dead plants' cost, the total with new shipping charges and tax came to over 50 dollars. In order to get the total under the credited amount, I ordered a single butterfly bush that cost 15.99. Tax and shipping, basically doubled the cost, and brought the total to to $31.14, just under the credited amount. When I told the service rep that charging that much for shipping $13.99 for one item that only weighs a few ounces, is a rip-off and that I would not order from them again, I was told that the company was sorry I felt that way. Yep deflect from the policy and make it the customer's overreaction--nice. Companies that treat customers like this will lose them. I will not order from them again. With this policy, a credit equates to half of what it should be, as the excess shipping charge and tax eats it up, especially when no shipping was charged on the original order. If a credit is issued for dead plants that arrive dead in the mail, which is no fault of the customer, the credit should include the cost to ship the replacement. With their policy, I paid tax on dead plants, that were useless, and then paid tax again for the replacement plant. Something is wrong there. Case in point, when UPS or Fed Ex loses or damaged something they do not recharge the customer for tax and shipping.

  Business response

  09/27/2022

  Ms. *******,

  Thank you for your correspondence, I apologize and understand your frustration, if you let me know what other plant(s) you would like to order so that your credit for the merchandise is used, I will be happy to add it to your order at no additional charge.

  Sincerely,

  Kim J
  Direct Gardening

• Initial Complaint

  07/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered plants that were supposed to be delivered in the spring. I have contacted this company several times asking when the rest of my order will be delivered to which I am told a different date each time. And if you check their site the delivery date changes daily.. I’ve called and chatted several times and yet my order is not getting fulfilled.. I spoke with an agent about how they may be ruining their customer base considering no matter what happens I won’t be ordering from them again.. I would however like healthy plants on the remaining part of my order, the last shipment I recieved seemed some of the bulbs were way dried out. Thank you!

  Business response

  07/15/2022

  Dear Ms. ****,

  Thank you for your correspondence, I'm sorry your last shipments arrived in less than perfect condition.

  I have issued a refund back to you for the Lily Torch, Yucca Adams Needle, White Pampas Grass and

  $7.99 credit towards your Shipping and Handling. Please allow 3-5 business days for processing.

  Sincerely,

   

  Kim J*****

  Direct Gardening

  (Original ltr attached)

  Customer response

  07/20/2022

  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.
  Still outstanding are the butterfly bushes I ordered… I checked my account and it says 9/8/22 future release date.. I find this very strange considering an email was just sent out posting them on sale, yet I got none? Wow!
  Regards,
  
  ***** ****
  

  Business response

  07/22/2022

  Ms. ****,

  The Butterfly Bush on your order was not available and was moved to shipping in the fall, the beginning of September. I have attached information from the website regarding the emailing your received, it is showing available, but it is also for fall shipment.

  Sincerely,

  Kim J*****
  Direct Gardening

  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. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  07/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I submitted a replacement request under Direct Gardening’s guarantee policy on 10/16/2021. I requested replacement of 9 berry bushes and 7 sedum plants. That letter and the original order receipt are attached. I received the sedum plants this spring, though none of those grew either. On April 5, 2022 I received an email confirming my replacement berry bush order, although that email appears to have the incorrect number of bushes on it. May 29, 2022 when I still hadn’t received the berry bushes, I emailed Direct Gardening for a status update and also requested a refund instead as it was now too late to plant the bushes and expect good results. 6/15/22 after still no response I emailed again and on 6/17/2022 I received an email that someone would get back to me in a week or two. It’s now been longer than that and still no answer. That complete email string is attached. I am requesting a full refund for the berries, sedum plants, shipping & tax for a total of $63.31

  Business response

  07/12/2022

  July 12, 2022

  RE:  ***** ********

  ID ********

  Dear Ms. ********,

  Thank you for your correspondence, I apologize, Direct Gardening was purchased by Gardns Alive in January 2022, and we did not receive any funds from orders placed in 2021. As a courtesy, we are issuing a goodwill replacement credit for items purchased on 2021, we are unable to issue any refunds for any money paid to Direct Gardening prior to them joing our family of brands.

  A replacement credit for $19.99 was issued on 6/17/2022 when you cancelled the reshipment order which was for the 3 Mammoth Red Raspberry, the reference number is *********

  I have issued a Goodwill Credit for the 3 Brandywine Raspberry ($13.99), 3 Darrow Blackberry ($11.39) and Red Creeping Sedum ($4.75) along with a credit for your S/H. This $41.00 Goodwill Credit can be used on a future order, the reference number is *********.  

  Sincerely,

  Kim J*****

  Direct Gardening

  Customer response

  07/17/2022

  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.
  
  After about an hour of trying to use the two goodwill credit memos noted in the company's response letter online, I phoned Direct Gardening to ask why it would not let me apply these.  I was told I had to order by phone and would only be able to use one Credit Memo per order.  I was also told that I would be responsible for the shipping on each separate order.  The initial response letter should have explained how these credit memo's work, and I should have one credit memo for the entire amount instead of two, as these were for the same original order.  I also should not have to pay shipping.  It would be nice to know if there is an expiration date on these credit memos.     

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

  Business response

  07/18/2022

  Ms. ********,

  Thanks for your correspondence, I apologize for the miscommunication. You do need to place an order by phone or through the mail unless you want to place it online, which will charge your card and then call and have a Customer Service representative apply the certificates to your order. Your two credits included the $9.99 S/H initially paid to Direct Gardening in 2021 and both credits can be used on one order. You can also reach out by Chat to place a new order and they will be able to apply both certificates to one order.

  Sincerely,

  Kim J*****
  Direct Gardening

  Customer response

  07/23/2022

  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. Note that I have not placed my order yet to use these credits as I am awaiting a catalog that I requested.  I am assuming this process will go smoothly when I do order.
  
  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. ↩