ComplaintsforGarden Goods Direct
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Complaint Details
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Initial Complaint
04/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
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
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
****************************** *************************** 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 responseInitial Complaint
07/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
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
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
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,***************************
Initial Complaint
05/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered 3 ******* **** Mountain Laurels Shrubs for $69.95 each and 2 out of 3 died ! Woodies Garden Goods make promises they don’t keep, with their, “ OUR PROMISE TO YOU “ and their, “ GOLD STANDARD WARRANTY “ the only thing that was missing was , YOU HAVE TO PAY FOR THEM!!! Very deceiving and dishonest to fool people like that !!! “0” ??, very dissatisfied!!! I sent emails only to be advised, sorry bout that, but hey, thanks for your money!Business response
05/24/2022
He purchased these plants almost one year ago and wanted replacements after he realized they had not broken dormancy. Our exact words to him were;
"Good morning, I’m sorry your plants didn’t thrive as expected. Please send a few photos of the plants when you can. I'll see if I can diagnose the problem for you. We are, however, unable to issue a refund or store credit, or send replacements at this time. This is because Shipping Protection was not purchased with your order. You can view our policy by clicking here. We are sorry for any inconvenience this has caused."
Plants die for a myriad of reasons, we encourage clients to purchase the warranty for this exact reason.
Thank you,Initial Complaint
05/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I recently purchased trees from this company. The trees arrived damaged and with twisted trunks. As a result, they are unusable. I did not have any opportunity to inspect the trees and the company has informed me that all sales are final, even though I purchased a 12-month guarantee on the trees. I have attached pictures of the damaged tees.
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Customer Complaints Summary
25 total complaints in the last 3 years.
4 complaints closed in the last 12 months.