ComplaintsforGurney's

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 10 green giant plants order ******** and only 2 arrived, missing a total of 8. Now I have to change my schedule and I paid someone to put them in this week. This is a huge inconvenience.

  Business response

  05/10/2024

  Hello,

  I wanted to inform you that our customer has already been in contact with our customer service department on May 7th, 2024. As a result, a reshipment has been arranged for the entire order of 10 Green Giant Arborvitae. The customer has been provided with an estimated shipping window of May 13th, 2024, to May 27th, 2024. Once the items are dispatched, an email containing the tracking number will be sent to the customer's Hotmail address on file.

  Should you have any further inquiries, please feel free to reach out to me.

  Kind regards,

  Michaela W.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  placed a order on 3-23 24 for seed and had a estimate time of delivery 4-15 I called and they told me the seed would ship around 5-20 -24 I need this seed now not a month later. I called and was disconnected 4 times when i ask to talk to a supervisor.The last time i gave my phone # and no return call.

  Business response

  04/26/2024

  Hello,

  I wanted to inform you that the customer recently reached out to our call center regarding their order, and unfortunately, it has been canceled. Rest assured, we're processing a refund back to the original method of payment, which should reflect within the next 5 to 10 business days.

  If you have any questions or concerns about this process, please feel free to reach out to me at your convenience.

  Warm regards,

  Michaela

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I actually ordered 3 products and the estimated shipping date changed without contacting me that it had changed. When I contacted them, I got answered by an AI then to a agent who told me that all they could do was put a rush on it. I ordered a product, I haven't received my product and there hasn't been any communication regarding the delayed shipping of the product I already paid for. I called customer service and was informed that they didn't have the man power to contact those who's shipping got delayed. That's just common courtesy. When I placed the order, the products were in stock. The products I was unable to order, I ordered from their competitors a week or so after my purchase from Gurney's. Those products arrived swiftly and in perfect shape. I receive multiple advertisements from Gurney's daily in my email and they do have the software available to contact their customers if the products they have ordered will be later that previously advised. I believe that this is an unethical business practice that Gurney's has deployed successfully over the years and needs to be addressed. I would like my trees delivered healthy and quickly.

  Business response

  04/03/2024

  Hello,

  I wanted to inform you that the customer's order is scheduled to be shipped within the next 24 hours. Once ***** collects the items, the customer will receive an email containing the tracking number for your convenience.

  If you have any questions or concerns, please don’t hesitate to contact me.

  Kind regards,
  Michaela

  Customer response

  04/03/2024

  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

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a tree under their no risk guarantee. It never even leafed out. I've been trying since to get a replacement but they always have excuses, usually the exact one isn't sold anymore. I've offered to accept a cheaper replacement.

  Business response

  04/03/2024

  Hello,

  Please be informed that the customer engaged in a discussion with our customer service supervisor on April 2, 2024. The customer has requested a replacement tree named "Apricot Sugar Pearl Stander Tree." The estimated shipping window for the replacement tree is from April 4th to April 18th.

  Should you have any further inquiries or concerns, feel free to reach out to me.

  Warm regards,

  Michaela. W

• Initial Complaint

  12/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Robot help and the human help is actually no help at all. Below is my actual conversation. I asked the agent not to hang up on me. She did because a few in her own words “moments” went by while I was responding. Hopefully my order will not be too late to flourish when I get it. I ordered a $69. plus plant. Guaranteed. Want this for the record in case my plant does not perform and flourish. Close Bot said: An agent will be with you in a moment. Bot said: An agent will be with you in a moment. Bot said: Thank you for contacting Gurneys how may we assist you? Bot said: Thank you for contacting Gurneys how may we assist you? Virtual Agent - 10:13 AM You said: Order Status You said: Order Status 10:13 AM - Sent Bot said: Thanks for being an existing customer. I can assist with a variety of requests select an option below for more information. Bot said: Thanks for being an existing customer. I can assist with a variety of requests select an option below for more information. Virtual Agent - 10:13 AM You said: Tracking Information You said: Tracking Information 10:14 AM - Sent Bot said: Thanks for your order! ?Click [here](****************) to login to your account to check your status receive tracking information One or more links in the message. Bot said: Thanks for your order! ?Click [here](****************) to login to your account to check your status receive tracking information Bot said: Did that answer your question? Bot said: Did that answer your question? Virtual Agent - 10:14 AM You said: No You said: No 10:14 AM - Sent Bot said: Sorry I wasn't able to help better. Would you like to talk to a human agent or to try rephrasing? Bot said: Sorry I wasn't able to help better. Would you like to talk to a human agent or to try rephrasing? Virtual Agent - 10:14 AM You said: Talk to an agent You said: Talk to an agent 10:14 AM - Sent Bot said: An agent will be with you in a moment. Bot said: An agent will be with you in a moment. You said: ***********. When will my order be shipped? It needs to arrive during the old ten days. One or more links in the message. You said: ***********. When will my order be shipped? It needs to arrive during the old ten days. 10:16 AM - Sent Bot said: Bonnie has joined the conversation. Bot said: Bonnie has joined the conversation. Bot said: Hi, what may I help you with today? Bot said: Hi, what may I help you with today? Bonnie - 10:16 AM You said: Don’t hang up this time You said: Don’t hang up this time You said: Order # *********** it needs to arrive during the old ten days One or more links in the message. You said: Order # *********** it needs to arrive during the old ten days You said: are you still there You said: are you still there 10:19 AM - Sent Bot said: To be sure I pull up the correct account, will you please verify your full name, address, telephone number and email? Bot said: To be sure I pull up the correct account, will you please verify your full name, address, telephone number and email? Bot said: Yes, I am here. Bot said: Yes, I am here. Bonnie - 10:20 AM You said: That was already sent to your robot answering service You said: That was already sent to your robot answering service You said: ******* ********* You said: ******* ********* You said: *** ********* ****** You said: *** ********* ****** You said: ***** You said: ***** You said: ****************** One or more links in the message. You said: ****************** You said: Are you still there You said: Are you still there 10:23 AM - Sent Bot said: Thank you. I am sorry as we are unable to see that. Bot said: Thank you. I am sorry as we are unable to see that. Bot said: I am checking on this for you now. Bot said: I am checking on this for you now. Bonnie - 10:24 AM You said: Thank you You said: Thank you 10:24 AM - Sent Bot said: I show it is estimated to ship 02/05/24-02/19/24. Bot said: I show it is estimated to ship 02/05/24-02/19/24. Bot said: I have not heard from you for a few moments. Are you still with me? Bot said: I have not heard from you for a few moments. Are you still with me? Bonnie - 10:28 AM You said: In the South Certain plants like Grapes need to be planted during the old ten days or they will not flourish. I’m sure or would hope Gurneys would know this. It may be. Folk Lore but it works for me. Can you expedite my order? If not I’ll just have to wait and see. My fig tree has already leafed out. You said: In the South Certain plants like Grapes need to be planted during the old ten days or they will not flourish. I’m sure or would hope Gurneys would know this. It may be. Folk Lore but it works for me. Can you expedite my order? If not I’ll just have to wait and see. My fig tree has already leafed out. You said: I previously asked fo you not to hang up!!! You said: I previously asked fo you not to hang up!!! You said: Are you there? You said: Are you there? 10:31 AM -

  Business response

  12/28/2023

  Hello,
  I hope this message finds you well. I wanted to provide you with some important details regarding the customer's recent order, placed online on November 27, 2023. The order specifies that the items are scheduled for shipment in the spring of 2024, with the estimated ship date falling between February 5, 2024, and February 19, 2024. It's essential to note that these items are part of a future release.
  Additionally, I'd like to clarify that the chat between the customer and our representative was not terminated by our side. The customer initiated the disconnection at 10:36 AM, following which our representative promptly exited the conversation at the same time. For your reference, I have attached a screenshot capturing the conclusion of the interaction between the customer and the representative.

  
  Cust said:
  Are you there?
  Customer - 12/27 10:31 AM
  Bonnie: Yes, I am here. I am very sorry but we are not allowed to ship before the grow zone has been deemed open by the USDA guidelines.
  Bonnie:
  Yes, I am here. I am very sorry but we are not allowed to ship before the grow zone has been deemed open by the USDA guidelines.
  Bonnie - 12/27 10:34 AM
  Cust said: Customer has been disconnected from the conversation. 12/27 10:36 AM
  
  Bonnie C****** has left the conversation. 12/27 10:36 AM
  
  
  Should you have any further questions or concerns, please don't hesitate to reach out. We are here to address any inquiries or issues related to the customer's order.

  
  Kind regards,
  Michaela 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase of several items from Gurneys on Feb. 11, 2023, Account Number: ******** Order Number: ***********. I received an Out of Stock notice on 1 item on April 17, 2023 with a subsequent refund. I then received an Out of Stock notice on item ***** on May 8, 2023. I did not receive a refund for this item. I called Gurneys today. Robin and the team there, tried explaining to me that there was a coupon on the order and because the order was broken into 4 shipments and the coupon is split across all the shipments so no refund was needed. Neither Robin nor his team could provide any intelligible explanation and actually refused to provide a breakdown of the 1st refund issued. I explained to Robin, this didn't make any sense and told Robin that I made 1 purchase and would like the $29.99 value refunded for this product. Initially Robin told me he could do a $10 credit, I refused. He then offered a $20 credit. I still refused, as the product was purchased at ~$30 value and that's is what I would like. It seems, Gurney's employs a tricky coupon scheme to incentivize customers to purchase more product, only to go back later and cancel their product and remove their coupon value. Please investigate the practices of this company and help resolve my complaint. Thank you.

  Business response

  06/13/2023

  Hello,

  Please be advised that the customer was updated by email that he will receive a refund for a total of $31.89.

  Kind regards,
  Michaela. W

  Customer response

  06/18/2023

  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

  06/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a large order with Gurney's Seed and Nursery online in February 2023. At the time of purchase the company advised the items were available and would be shipped before 06/02/23. As of this date 17 of the items have yet to be shipped with explanations of "Batched for Shipment, Back Ordered or Available for Shipping with shipping dates anywhere from 06/09/23 to 06/26/23. These are live garden plants which will be arriving extremely late for planting in my area, and will most likely not reach maturity during this growing season. Placing my order in February was to assure I would receive plants and that they would come at the correct planting time for my area.

  Business response

  06/06/2023

  Hello,

  The customer was advised by email of the dates their items will be shipped to them as well as that two items on their order are back-ordered and their estimated shipping dates. Also provided the customer with an in-house credit that they may use towards their next order and advised that this credit will not expire.

  Kind regards,
  Michaela. W

• Initial Complaint

  05/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered seeds on March 15, 2023. It's may 3rd I still do not have my seeds. I've called regarding status and keep getting different excuses and new dates of shipment. I NEEDED these seeds to be planted the first part of April. The first initial ship date was first part of April, then mid April, then end of April, then first part of May now mid May!! Unacceptable!!! They'll never be ready in timeNOW. I finally spoke to a manager and he says all but two items out of about twenty have shipped, however the person I spoke to just minutes before him says they'll all ship in 4-5 days!!! Who's lying!!!! Can't get a refund they only give credit!!! THEY ARE INSANE IF THEY THINK ILL EVER ORDER FROM THEM AGAIN!!!

  Business response

  05/08/2023

  The customer was advised that she will receive a refund by check for the items that are too late to be planted from seed. As well customer was provided with store credit that they may use towards their next order. Advise the customer, the credit will not expire and will be in their account for future purchases. 
  Warmest regards,
  
  Michaela W
  
  Garden’s Alive

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 2 ****** plants that arrived dead. They resent 2 ****** plants that also arrived dead. They want me to plant 3” dead plants to see if they are really dead.

  Business response

  04/27/2023

  Hello, We are sorry to learn both shipments arrived in unsatisfactory condition. 2 refunds have been issued to ********** ending in ****, expiring *****- one refund in the amount of $11.56 the purchase price paid for the ****** plants, a coupon was applied to the order at the time of purchase. Coupons are non-refundable. In addition to $10.81 for shipping and handling charged at the time the order was placed. The total amount of the refund is $22.37 which should reflect on the account within 3-5 business days. The credit amounts may appear as 1 single credit transaction on your statement or 2 separate transactions. Providing the following credit memo numbers for confirmation/reference: ********* -$11.56 for failed ****** Plants **********$10.81 for a portion of the shipping and handling charged at the time the order was placed.

  Customer response

  04/27/2023

  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

  11/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In reference to order # ***********. I ordered the plants in March and received the plants. The order was made with a discount coupon and full payment of $78.48 was made when ordering. Today in mail I received a final notice about collection agency reporting for unpaid balance of $38 with late penalty of $10. They sold me items as part of discount deal and sending me threatening letter to report to collection agency for the unpaid balance which I don't owe them as sell of plants was paid in full for discounted price. This is not right. They should honor the discounts they offer at the time of sale and not send bill later on for un-discounted price or reporting to collection agencies.

  Business response

  11/02/2022

  *** **,

  Thank you for your correspondence, I apologize for the miscommunication. When the Neptune Rose and Jujube Li went out of stock, we issued refunds back to you in full instead of prorating the coupon off the price that was actually paid. Refunds in the amounts of $31.64 on 02/22/2022 and $35.13 on 05/31/2022 were issued for those items. This is what created the balance due when the Champagne Fig was shipped. I have removed the balance due from your account as this was our error.

  Sincerely,

  Kim J*****
  Gurneys Seed and 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. 
   I would like the company to give me in written communication that the issue is resolved and company will not be sending my information to the collection agency.

   

  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. ↩