Complaints

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a tree for $179.95 and received it 6 days ago. I noticed it was dried up and I thought it was due to shipping. However I saw the plant has no rootstock. I had to send 4 emails to get a response and there is no way to speak to a live person which is highly frustrating if you are looking for expert advice. I wanted to know if I should be concerned. The customer service agent replied to me today 8/25 and said since I did not purchase a warranty they can not help me with my purchase. I have a few issues with this. 1. Do they send out plants with poor rootstock when you do not purchase a warranty, 2. Why wouldnt a company guarantee their product at all? There was no help offered or advice from the customer service agent and I would like to speak to someone about this plant I paid almost $200 for and expected to receive in good health. This does not make sense. Why order your plants from this company if they are not selling what they advertise. Every gardener knows its about what is below the surface that you can not see which is most important.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 10 emerald green arborvitae trees on May 6th, 2023. I also purchased shipping protection and 1 year plant warranty for a cost of $1,275.70. It is now Aug. and one of the trees is just dead. All of the rest of them are doing ok. When it came it was kinda iffy but I thought it was just transplant shock. Well months have gone by and even with watering multiple times a day this one tree just kept turning brown and is now completely brown. I emailed Garden Goods Direct and told them that the tree was under warranty and I wanted a refund of the cost of the tree at the purchase price which I did get on sale and in bulk. They refused and then sent me an email asking me to pay $45 for shipping on a new tree. I told them they could just refund the cost and then they didn't have to bother with sending me another tree and they told me no. Upon looking at the shipping policy any orders over $130 or $125, because they have multiple different prices for free shipping on their website, shipping is free. The invoice for the new tree shows a price of $139.95. This is obviously more than $130 but they still want $45 for shipping. I told them that wasn't acceptable and that they can just give me store credit instead. To which they responded that the transportation cost of the new plant is not included in the warranty. I'm not going to paid 1/3 of the cost of the replacement tree because they sent me a tree that obviously had something wrong with it. It makes no sense to first of all, to charge customers for shipping on replacement trees that are under warranty nor does it make since you refuse to give store credit.

  Business response

  08/21/2023

  Hello,

  The customer came to an agreement to receive store credit for the one dead tree as our warranty does not hold any cash value. Please review the provided attachments. 

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased 2 ********* Japanese maple trees from this online company in May 2022. They both arrived scorched/looking very unhealthy but planted them anyway and by fall, they seemed to be looking a little better thanks to us coddling them. I did email them and let them know the trees looked awful upon arrival and was told to wait it out. Fast forward to this spring, one of the trees came back just fine and is growing leaves and looks great. The other, however, appears dead and has no leaves or buds. I contacted customer service because it has not even been a year since we received them. I figured they had some sort of customer satisfaction policy. I spoke to *****  in email and they asked for pictures and for me to take a scraping of the tree to see if it was showing green bark under the surface. It is not. I told them this and was told basically sorry, keep watering it. Water a clearly dead tree? Very disappointed that I wasted $100+ on a tree that’s now dead. I’ll never shop here again, due to awful customer service and not even a remedy suggested for me. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was sent terrible plant specimens, including one that has a fungus. Customer Service representative was continually rude and hostile. I asked for a supervisor and am still waiting for a response.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a ****************** Holly tree on November 19. The tree arrived on November 23 in good condition except that the top had been cut off the tree (photo attached). I contacted the company via email that day asking for instructions to return it. After 6 days and two more email inquiries (stated response time 2-3 days) I finally got a response stating their policy was the customer must pay for the return, then the company would review the item to be sure it was in "saleable condition". I responded that the tree was defective before it was packaged for shipment, and I expected a full refund plus the cost for the return shipment. The company responded that the tree had been "pruned to regain fullness in the spring." My response was cutting the top from a tree is NOT pruning, and I expected a full refund including my cost to return the tree.Eventually, I was provided a full refund for the original order $70.70. However, the company "per our policy" refuses to refund my cost to return the tree which was $47.90, or 2/3 the cost of the original order.So Garden Goods Direct packs and ships a defective product, then refuses to refund the customer's cost to return it. This is an absolutely indefensible position, and I have requested repeatedly for them to process my refund which they refuse to do.I am attaching pictures of the tree in its original packing to show the top severed from the tree. I also have the email chain from my conversations with the support person that I can forward to you if you give me an email address.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ****************************** *************************** St. Louis, MO ************ ************ *************************** July 6, 2022 Garden Goods Direct Customer Service, Supervisor **** ***** ******* Bowie, MD ***** United States Re: Order # ****** Warranty *** Order Date: 09/09/2021 Shipped by: ***** Ground To Whom It May Concern: I am writing to inform you that the **** ** *** Japanese Maple Tree [3-gallon pot] arrived in a poor, unattractive condition. The tree was about 40” tall with very few leaves [pictures attached.] I contacted your customer service department several times. According to the invoice order form dated September 9, 2021, I paid for an added one-year extended warranty that cost $14.17. This warranty was identified as warranty 150 on the invoice. The company warranty guarantees plants and trees will be replaced within one year if dissatisfaction with growth occurs. This spring, there was no life in the maple tree at all. I am requesting a full refund of $149.19. I do want to deal with receiving another tree and it arrives in poor condition too. Your customer service department makes no attempt to ask how they can satisfy the customer. Attached to this letter are correspondences about my dissatisfaction with the maple tree purchase. These correspondences date back to September 2021 shortly after the purchase. As said previously, I would like an immediate full refund for the above-named maple tree [$149.19 + $14.17].. Thank you in advance for your time and consideration of this purchase. Sincerely, ******* ** ******
  
  I submitted an original complaint today, August 26, 2022 but have ADDITIONAL DOCUMENTATION COMMUNICATIONS to add. This is PART 2 OF 2******* ****** To:Garden Goods Direct Cc:******* ** ****** Wed, Aug 24 at 12:00 PM To Whom It May Concern: Attached are pictures of the current Japanese Maple tree that I purchased last year. I sent a letter September 17, 2021 regarding the terrible condition it was in at the time.I also asked for a refund since I had purchased the extra warranty insurance for $14. All I received from your customer service department was a request for proof of the tree's condition. Here's the proof and I expect a check immediately for $149. My next step is to file a complaint with the Better Business Bureau. A shipment from order #****** is out for delivery *****/Inbox Garden Goods Direct To:*************************** Wed, Sep 15 at 8:48 AM ORDER #****** Your order is out for delivery Your order is out for delivery. Track your shipment to see the delivery status. Estimated delivery date: September 14, 2021 Track my shipment or Visit our store/ ***** tracking number: ************/ Items in this shipment 1 Year Plant Warranty by Garden Goods Direct × 1 150 [**** ** *** Japanese Maple Tree × 1 3 Gallon Pot]/ ****** (-$14.99)======******* ****** To:Shipping Dept (Garden Goods Direct) Wed, Aug 24 at 2:30 PM The tree was immediately planted in the ground when I received it last year. It had about five leaves near the bottom that were shriveled up. It was pathetic and it never grew!!! So I left it planted until the first part of this summer. I put it in the flower pot for evidence. I figured your company would ask to see a picture of it. Therefore, I potted the unsightly thing. Most people would have thrown the dead tree away. My goal is to get a total refund for the cost of the tree AND the extended warranty I purchased. I await your response
  

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The plants arrived wilted and sort of dead looking. I made the mistake of trying to water them for a week to see if they would revive. When I contacted Garden Goods, they told me I did not purchase the 1 year warranty. I pointed out I did pay for the "arrive alive" with my order. I was told that I did not contact them in the first five days. I had pictures, asked to talk to someone, and was brushed aside. That's 200 dollars wasted.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6-3-21 I ordered 7 Spartan Juniper trees from Garden Goods to be shipped after 6-17-21. They had a one year warranty. The order number is ****** and the purchase total is $368.81. On 5-16-22, 5-20-22 and 6-6-22 I called Garden Goods because two trees have died and was unable to talk to anyone. I have e-mailed them and left two voicemails and still no response from them. At this point I want a refund for the trees and want nothing more to do with Garden Goods.

  Business response

  06/17/2022

  The only communication I have received was a voicemail message that I can not understand.

  If this customer would send an email with pictures of the dead trees (as per company policy) I would be happy to issue a refund if the situation warrants it.

  Thank you,

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

  Customer response

  06/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased three echinacea plants each in a quart pot. The plants arrived extremely small, two tiny leaves each. They were more like a new seedling than a plant typically sold in quart sizes for the price (for a cost of about $50 together). After I complained to customer service, I was told several things, including that the company was out of plants and could not replace my plants, pictures online are representative only, and they will have a horticulturist review my photos, only to be told that I could receive nothing because I did not buy the warranty.

• Initial Complaint

  05/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 5, 2022, I paid Garden Goods Direct $308.82 by ********** for 4 trees to be shipped to my physical residence, ***********************, Wirtz, VA ******. Included in this purchase was $16.50 for "Shipping Protection".The items arrived May 12, 2022. Two boxes, two trees inside each box. Upon opening, all 4 trees were severely damaged beyond salvage. I photographed all 4 trees. I called Garden Goods Direct May 13 to inform of the damage and was directed by a recording to email my concern which I did, including the photographs. To date, May 21, I have received no response from Garden Goods direct in spite of 4 telephone calls and numerous email requests.

  Business response

  05/24/2022

  I am short staffed and Spring is our busy season. I am answering emails as they come in. I just looked, and  *************************** order number ******, wrote one email on Wednesday the 18th. I will refund his payment today and it should be 3-5 business days to return to his account.

  Thank you

  Customer response

  05/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  

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

*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. ↩