Complaints

This profile includes complaints for Gurney's's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gurney's

  PO Box 4178 Lawrenceburg, IN 47025-4178

  
• 

  Gurney's

  Louisiana, MO 63353-0454

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  talked with one of service members yesterday 9 May 25 about my orders that I have not received   *********** $100.47 *********** $95.23 ******* ****** **** ********* *** *********** ** ***** ###-###-#### Have attempt the find out when these orders would be delivered three time and have not got any answers. The first time was it was shipped on the 25 Apr the second time 15 Apr I asked for tracking information and still have not received any information and on the 9 May was told I would receive a store credit and an email with a store credit number have not received that email.

  Business Response

  Date: 05/12/2025

  Hello,

  Please note that the original order was a pre-order item placed in Summer 2024, with an expected shipping window in Spring 2025. The initial orders, #*********** and #***********, were shipped on April 15. Unfortunately, the shipment was lost in transit by the courier.

  The customer reached out to us on May 9, and our representative promptly arranged for a replacement shipment of the lost items. The replacement order for the strawberries, #***********, is scheduled to ship between May 14 and May 19, 2025. Once the order is dispatched, a tracking number will be sent to the customer at rickj******@live.com.

  Additionally, the customer was previously issued a replacement certificate for order #***********, valued at $95.23. As a courtesy, I have canceled that certificate and processed a full refund to the original method of payment. Please allow 5 to 10 business days for the refund to reflect on the customer’s account.

  Should you have any further questions or require assistance, please don’t hesitate to reach out.

  Kind regards,
  Michaela

  Customer Answer

  Date: 05/12/2025

  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

  Date:05/02/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed on 4/19/25 Email confirmation reporting shipped on 4/22/25 via USPS No receipt of product as of 4/29/25 Called 4/29/25 reporting non receipt and no USPS tracking information. They could not explain why there was no tracking information Called again on 4/30/25 reporting non receipt of order. Company could not explain why no tracking info. 5/02/25, still no receipt of order. Contacted Gurney's requesting cancellation and demanding a refund of order. No response.

  Business Response

  Date: 05/05/2025

  Hello,

  We’re truly sorry to hear that your experience with the delivery timeline did not meet the customer's expectations. As a resolution, we have issued a full refund of $53.93 to the original form of payment. Please note that it may take up to 15 business days for the refund to be reflected in your account.

  Thank you for your understanding, and we sincerely appreciate your patience.

  Kind regards,
  Michaela

  Customer Answer

  Date: 05/05/2025

  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

  Date:05/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a " Supposedly " live plant on their website and what I received was nothing like what was being advertised. The plants iI received neither of them where what was on the website. After a call yesterday and a follow-up call the customer service agent just hung up on me after repeating my concerns about getting more dead plants and these business practices where not legeal and deceptive and she told me all of these where bare root well that's not what's advertised.

  Business Response

  Date: 05/05/2025

  Hello,

  Please be advised that the item in question was shipped as a bare-root, dormant plant/tree. This method of shipping is indicated on our website at the time of purchase. We ship the majority of our plants and trees in bare root form, as it is less stressful on the plant during transit and promotes successful establishment once planted.

  To clarify, the website does display both the description and an image of the product in its bare root form at the time the order was placed. Additionally, we provide a one-year No-Risk Guarantee to ensure customer satisfaction and successful growth.

  We kindly recommend that the customer proceed with planting the bare-root tree as instructed. The same webpage where the order was placed includes helpful step-by-step planting videos and tips to support customers in properly preparing and planting bare-root trees.

  Regarding the order total, the customer was charged $21.95. We are unsure where the $45 discrepancy may have originated, as all pricing and product details were accurately displayed at the time of purchase.

  Please don’t hesitate to reach out if you have any further questions or concerns—we’re happy to assist.

  Kind regards,
  Michaela W.

  Customer Answer

  Date: 05/05/2025

  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

  It's kinda Ironic that after reciving this complaint the website was changed. Although that still dosen't resolve the misleading discreption CLEARLY by the photo I shared was a screen shot the day I filed the complaint. All I wanted was my plant as it was clearly stated on the site. I feel like I am asking for some accountability. Changing the website after not only ME but previous customers where mislead. Again bait and switch most of the descriptions for what was being offered where clearly marked as so and I had purchased as bare root but not saying a live plant will arrive as seen not ok.

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

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempted to buy seeds from them, after 2+ weeks, still have not received the seeds. I have attempted to reach out to customer service with no response, I am going through my CC company to get a refund. Order was placed April 13 first attempted contact was April 26 and again April 29.

  Business Response

  Date: 05/01/2025

  Hello,

  We would like to inform you that the customer's order was shipped on April 18. However, we sincerely apologize that it has not been received, as it appears the package may have been lost in transit by the delivery carrier.
  
  As a result, we have processed a full refund of $11.64 to your original form of payment. Please note that it may take 5 to 10 business days for the refund to be reflected on the customer's credit card, depending on your bank’s processing time.
  
  We truly appreciate your understanding, and we’re here to help if you have any further questions or concerns. Please don’t hesitate to reach out.
  
  Kind regards,
  Michaela

  Customer Answer

  Date: 05/01/2025

  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

  Date:04/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two blueberry plants two weeks ago. I called Gurney's on Thursday after my estimated ship date had long passed. They said they would rush it and ship it that day. It's now Sunday and my plants have yet to be shipped. I emailed Gurney's and they didn't respond. I will be leaving the country shortly and if my plants are delivered then, they will just die. DO NOT BUY FROM GURNEY'S. I THINK THEY ARE A SCAM COMPANY!

  Business Response

  Date: 04/28/2025

  Hello,

  Please be advised that the customer placed their order on April 16, 2025. The shipping times provided at the time of purchase are stated as estimated ship dates, particularly because the items ordered are live plants, and shipping times can vary based on product readiness and environmental conditions.

  The current estimated shipping windows for the items purchased are as follows:
  Blueberry Semi-Dwarf Northland: Estimated to ship between 4/29/2025 and 5/13/2025
  Blueberry Dwarf, Tophat: Estimated to ship between 4/29/2025 and 5/13/2025
  Blueberry Alive Fertilizer: Estimated to ship between 5/5/2025 and 5/19/2025

  We respectfully reiterate that these are estimated timeframes, not guaranteed shipping dates, as indicated during the ordering process.

  Additionally, the customer has mentioned disputing a charge of $100. However, our records indicate that the total amount paid, including taxes and shipping, was $85.10.

  We kindly ask the customer to advise whether they would prefer to cancel their order for a full refund or continue waiting for the items to ship within the estimated timeframes listed above. We are more than happy to assist them with whichever option they choose.

  Thank you for your attention to this matter. Please let us know if any further clarification is needed.

  Kind regards,
  Michaela

• Initial Complaint

  Date:04/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered strawberries and Onions from provider on 3/28 Paid $10 for shipping. after a week i emailed them asking for tracking, no response to 2 emails. on 04/04/2025 I called and was told that my order was ready for shipment (strawberries only) and that the onions were back ordered by at least 2 weeks. I informed them that according to planting intructions on their own website I was suppose to plan those in March / to Mid April. After that they might not make it to blossom. Since the onions could only be shipped on 4/21 and take a week for delivery they would get here out of the frame. I told them to go ahead and cancel to which they wouldn't.

  Business Response

  Date: 04/08/2025

  Hello,

  Thank you for reaching out. We are truly sorry for the inconvenience that the customer experienced with their recent order.

  On March 28, 2025, the customer contacted us regarding a refund for the onions that were not delivered. I’m pleased to confirm that the refund has been processed and should appear on your original form of payment within 5 to 10 business days.

  In addition, I have also issued a refund for the shipping charges in the amount of $11.65. This amount will also be returned to your original method of payment within the same 5 to 10-business-day timeframe.

  The customer's order of strawberries is currently in transit and should be delivered shortly. We’re closely monitoring its status to ensure it reaches the customer as quickly as possible.
  The total refund issued so far is $38.64.

  Once again, we sincerely apologize for the inconvenience. Please don’t hesitate to reach out if you have any further questions or concerns.

  Kind regards,
  Michaela. W

  Customer Answer

  Date: 04/08/2025

  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 the refund hasn’t been received yet. In good faith I’ll assume that they will be processing a refund. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Carmine Jewel cherry bush and pink lemonade blueberry bush on 11/14/2024. The pink lemonade blueberry bush was supposed to be 10-14 inches tall. The first one (received March 1) was only 5-6 inches tall. I received a replacement March 15, but it was stuffed into a 9 inch box, which malformed the branches into being only 5 or so inches tall. Please see pics. Both bushes are also dead. I realize you don't normally do refunds, but I feel it is quite wrong to charge me for an item you cannot provide. My guess is you don't have bushes of the correct size or the correct box to ship them in. The first photo is the first bush. The second and third photos are the March 15 bush. Obviously, a 10-inch bush cannot fit inside a 9-inch box--especially since it also has dirt. I understand that crop issues can happen, but I hope you agree that a customer should be made whole in those circumstances. Since you are unable to provide the correct sized bush that is alive, please refund me the $19.67 I paid back to my credit card so I can feel potentially safe ordering from Gurneys again. I emailed you on March 15 to request this but received no response of nearly midnight on March 19. I would like to see this resolved. Thank you.

  Business Response

  Date: 03/24/2025

  Hello,
  
  We sincerely apologize for any inconvenience this matter may have caused the customer. To address the issue, we have processed a full refund for the item in question, totaling $19.65. The amount will be credited back to the customer’s credit card. Please allow 5 to 10 business days for the refund to reflect on their account.
  
  If there is any additional assistance required, please do not hesitate to reach out.
  
  Kind regards,
  M*******

  Customer Answer

  Date: 03/27/2025

  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. 
  
  To Gurney’s—thank you for fixing this.

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

• Initial Complaint

  Date:03/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  01/14/2025, order or irish potatoes and sweet potatoes. irish potatoes were to be shipped 2/17/2025-3-3/2025, planting season here is from 2/15-3/25 sweet potatoes were to be shipped 4/21/2025-5/5/2025, planting season is 4/15-6/1 They changed the delivery date to 3/31- later for the Irish potatoes(too late to plant here), but really they were waiting until the **** allowed the shipment of sweet potato slips and ship them both, which would be at the earliest 4/21... making me hold on to the Irish potatoes for 10 months to plant them... making them MUSH months over by the time I would be able to plant them. I guess they don't understand how live plants/seeds and planting seasons work, because while that would work for standard seeds, potatoes rot... and even then, if I ordered tomato seeds and sweet potato slips, I wouldn't be able to plant tomatoes this year because seeds need to be started and plants grown before their fruit producing season.

  Business Response

  Date: 03/19/2025

  Hello,

  Regarding the customer’s order, the shipment would have been within the appropriate planting window for their growing zone (8a). The first variety she ordered, sweet potatoes, is typically planted in late May or early June and requires 90 to 150 days to harvest. The second variety, Purple Majestic potatoes, can generally be planted between late March and early April; however, in her planting zone, they could still be planted as early as June.
  Please note that the customer canceled her order on March 17. Additionally, as a goodwill gesture, a $15 credit was applied to her account on the same day, which does not have an expiration date.

  We do ship products according to the appropriate growing zones, and in this case, the planting window for her order was still open.

  If you have any questions or need further clarification, please don’t hesitate to reach out.

  Kind regards,
  Michaela

  Business Response

  Date: 03/19/2025

  Hello,

  Regarding the customer’s order, the shipment would have been within the appropriate planting window for their growing zone (8a). The first variety she ordered, sweet potatoes, is typically planted in late May or early June and requires 90 to 150 days to harvest. The second variety, Purple Majestic potatoes, can generally be planted between late March and early April; however, in her planting zone, they could still be planted as early as June.
  Please note that the customer canceled her order on March 17. Additionally, as a goodwill gesture, a $15 credit was applied to her account on the same day, which does not have an expiration date.

  We do ship products according to the appropriate growing zones, and in this case, the planting window for her order was still open.

  If you have any questions or need further clarification, please don’t hesitate to reach out.

  Kind regards,
  M*******

• Initial Complaint

  Date:03/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered seeds, the order and packing slip was correct, but the wrong item was in the package. I called within a day or two of receiving it and was told a replacement was shipped. I called today to check a status and there was no replacement on the way. I found out they couldn’t ship a replacement for three more weeks, so I asked for a refund. They do not issue refunds even when they have made a mistake.

  Business Response

  Date: 03/11/2025

  Hello,

  Please be advised that we received your inquiry on March 10, 2025. A refund has been issued to your ******* account, and it may take up to 10 business days to reflect in on the customer's account.

  We sincerely apologize for any inconvenience. If you have any further questions, please don’t hesitate to reach out.

  Kind regards,
  Michaela

  Customer Answer

  Date: 03/11/2025

  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

  Date:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made 3 orders with Gurneys for 5 different types of items. Two types of apple trees. The last order was on sale items which included 4 large blackberry bushes of two different varieties. I also ordered two different types of asparagus. Each order was projected to be shipped at the appropriate time for planting. One by one orders were cancelled when it should have already been shipped. Leaving me no opportunity to order each item from somewhere else and have it here in time for it to be planted in the fall. I did receive each asparagus plant. One was in good shape. The other one was dead. They received payment for these items at the time of purchase and held my money until they cancelled my order. If it was one product, I would understand. But, four different products ordered in three different orders being cancelled is fishy. I believe this company sells items they do not have in order to receive customers’ money to float their business. Even though they refund the money if a company does this with enough customers, they could operate and make a profit. I believe this company is a scam that ships enough to look legit. I believe they should be investigated. I also want them to find the items they sold me and ship them asap.

  Business Response

  Date: 11/29/2024

  Hello,
  
  Thank you for sharing your concerns. We truly regret that your order cancellation has caused frustration and want to assure you of our commitment to quality and transparency.
  
  When dealing with live items, unexpected challenges can arise—whether due to environmental factors or the plants not meeting our quality standards. In such cases, we make the difficult decision to cancel orders rather than send products that do not meet our expectations.
  
  Please know that your refund was processed promptly, and any additional compensation offered was a sincere gesture to address your concerns. We can assure you there is nothing deceptive about our practices; our focus remains on delivering quality products and ensuring customer satisfaction.
  
  Kind regards,
  Michaela