Complaints

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:10/24/2023

  Type:Service or Repair 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.

  They took #1 size plants and put them in the higher size pots to sell for more money claiming the value is in the root ball. THE ROOT BALL WAS A #1 SIZE ROOT BALL!!! I provided photos showing the plants were undersized and they agreed to refund me to the next size down. My plants were 2 sizes smaller. But just big enough to qualify as that next size. This is UNACCEPTABLE. I ordered 15 size 3 trees at 99.99 and was refunded $80!!! I received #1 trees!!! And proved it!!!!

  Business Response

  Date: 10/31/2023

  We're not sure how to resolve this one.  The customer ordered a "dwarf" variety and is upset that it is small.  Several of us have explained to her that it is intentionally grown to be small but to no avail. 

• Initial Complaint

  Date:10/02/2023

  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 a tree item. Friday, Sept. 29, 2023, and within an hour canceled the order. It would have been Sooner canceling but couldn't navigate the website. Tried calling and getting a 24 hour customer representative via chat. Finally found a place to request a ticket to cancel. Which I did. I thought that solved the cancelation. Was told today that they immediately processed and began shipping the item. Basically was told by the customer representative there was nothing that could be done, even though the item Still hadn't shipped. She suggested I not accept the item, and it would be sent back to them, and they would Charge 40% of the cost of the item to restock. NO Where Did I Read this When I placed the order. After I left a bad review, I see that they have Numerous Complaints from other customers as well. This item was a gift for my son, and I ordered the wrong type of tree. I'm a widow on social security, and this is a huge amount of money for me to loose. Also, the email I provided isn't working now. Please contact me at ******************* Thank you for helping me.

  Business Response

  Date: 10/31/2023

  The order was shipped and received by customer.  The cancellation request was too late to stop the shipping process.  They did not refuse the delivery as recommended and they have also not inquired about returning anything to us. 

  Customer Answer

  Date: 11/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I WAS NOT Home when the Package was delivered, so Therefore I could Not Reject It. There would be a 40% fee taken out of purchase price. That wasn't made clear BEFORE I purchased the item. ALSO, I Tried Canceling the item with an hour.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair 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 ********* Japanese Maple for $83 only to be sent a tiny cypress tree. After emailing customer support I was told that they cannot send me a replacement tree as they are no longer in stock and was given a $59 store credit + free shipping. I asked for a cash refund as it is not my fault that I was sent the wrong item and didn’t want store credit as the tree I want isn’t even in stock. Pretty sure I was sent the crappy cheap little tree just to get roped into store credit as that’s their policy. Was repeatedly told I wasn’t getting a cash refund even though it was their mistake and wound up spending another $44 on a similar tree just so I wouldn’t lose the $83 I had already spent. Terrible company. Won’t ever buy from them again. 

  Business Response

  Date: 10/31/2023

  Customer was sent wrong plant initially.  Then was provided $59+Free Shipping which is the equivalent of $59+30=$89 to get the maple she wanted.  She then went online and picked out another which we shipped.  I am not understanding what would need to be refunded at this point.  She has: Incorrect Evergreen + New Japanese Maple as ordered.

• Initial Complaint

  Date:09/29/2023

  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 a boxwood from The Tree Center. It arrived with a quarter of it's branches missing, essentially leaving a hole in the plant. On the same day I received the item, I submitted a claim for replacement or refund, sending photos. The response was "does not qualify fore replacement". When I pushed back, their argument was they don't have to ship "shaped, mature plants." This is utter nonsense when it comes to boxwoods. After complaining, I was told I could return but would have to pay for shipping, which would have cost almost $40 to pack and ship. The guarantee on their website is false-advertising.

  Business Response

  Date: 10/31/2023

  Although the plant is healthy as per photos from customer, the customer is not happy with shape.  Courtesy refund of $50 was provided as per management.

• Initial Complaint

  Date:08/29/2023

  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.

  In 2022, I placed an order (# ********-**, ********-**) for two evergreens with The Tree Center. One was delivered with a broken branch and died. The replacement they sent was showing signs of stress/disease on one side and spread throughout the rest of the plant and it eventually died too. Photographs were sent to them documenting the defective evergreens. They gave me a credit to order a third plant, but they were out of stock at that point a year ago, and still out of stock and unavailable to this day. These were to be matching evergreens for under my living room windows, so I can't use the credit to buy a different type of evergreen or plant. Tired of waiting patiently for over a year now, I simply asked for a refund so I could move on with my life. But no this is impossible according to **** the Customer Support Manager and **************** the Customer Support Supervisor from July of this year. Only credits can be given, no exceptions I was told. Their policy is so rigid it drives customers away and their happiness, and I'm very unhappy! Their website talks about "Our Philosophy" and says "We want you to be completely satisfied with your order..." and "Our Guarantee" and says "In the end, the only two things that matter to us is the tree's health and your happiness." Well, they didn't stand behind their guarantee bc they sent two (2) defective evergreens and now I'm mad bc I sent an email to ****** and the owner ************************* asking for a refund and they never replied (automated request #******). And now to top it off, it appears the second evergreen is dying too. Do not do business with these crooks. They have false advertising on their website. They are scammers that send out defective product, and then will not give you a simple refund of your money after waiting over a year. If the Better Business Bureau cannot resolve this issue for me, I will seek legal counsel for damages from false advertising. Their website has been screenshotted so a permanent record exists of the false advertising.Better Business Bureau Customer Complaints Summary for The Tree Center: 70 total complaints in the last 3 years. 11 complaints closed in the last 12 months.

  Business Response

  Date: 09/18/2023

  Hello,

  I'll address several issues at the same time here.

  1. 70 BBB complaints in the last 3 years.  We have shipped over 400,000 orders in that timeframe.  I'd say thats pretty good for shiping a live goods product.

  2. You picked a pretty rare, hard to care for, specialty evergreen. 

  3. Its been a year and a half.  Any plant failure at this point is certainly due to your care.  There is no such thing as a faulty plant lol.  If the plant was sick that we sent it certainly would've died long ago.
  

  I am sorry that you had trouble caring for these and wish you the best of luck in the future. 

  Regards,

  The Tree Center

  Customer Answer

  Date: 09/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  By their response, it's obvious they don't understand and have not looked into my orders.  On the first order in May of 2022, one of the TWO plants was shipped broken and replaced by an evergreen that was showing signs of stress/disease at the time of receipt and later died in the summer of 2022.  Pictures where sent showing this.  IT DIED OVER A YEAR AGO.   You've been out of stock for over a year and I'm tired of waiting for years literally, and just want a refund!  I'm very unhappy, but yet you don't care even though your website falsely advertises to the contrary! 

  As a side note, the other good evergreen that was order in May of 2022 is now showing signs of stress and disease, but this evergreen is NOT the impetus of me wanting a refund. 

  Now that I had to explain it yet again, and you never even bothered to call me to work this out, I hope you understand and do the correct thing otherwise you've lost me as a customer and you have another bad review with the BBB.  You really need to ask yourself, is the 200 bucks worth losing a customer/future orders and having bad reviews with the BBB and social media?

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

  Business Response

  Date: 10/31/2023

  refund $209.00 as per owner

  Business Response

  Date: 10/31/2023

  refund $209 as per owner

  Customer Answer

  Date: 11/02/2023

  [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 even though they made me wait for months and months for a for a refund, this resolution is satisfactory to me. 

  I still warn fellow consumers NOT to due business with this company because you will not be happy with their very poor customer service, which is reflected by their poor BBB record.  They would have not refunded my money unless I filed a complaint with the BBB.

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

• Initial Complaint

  Date:07/22/2023

  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.

  We ordered 10 (4-5) foot Leyland Cypress trees along with the recommended probiotic root stimulator and fertilizer from The Tree Center on April 19th for $937.13. Order # ********. The trees took a little longer than expected to arrive and were packed well but upon opening the boxes, we were disappointed in the width and overall condition of the trees. We also spent a lot of money on these trees that we believe we overpaid for due to their condition. The pictures on the website of full trees are a little misleading. I have also seen some reviews that show much fuller trees than I received until I filtered for the lower reviews where people complained the trees were not full. I emailed The Tree Center and attached pictures of the trees measuring the very short widths and damage to the trunk. They took several days to email me back saying I have one week to repackage and return the 4-5 foot trees and it was day 6 so I had to get them mailed by the next day which was a Saturday and ship them back at my own expense which would cost a lot of money. They seemed only one tree damaged enough for a "store credit" which I still haven't used as I told them I would rather get a refund and purchase a heathier tree locally. I went to a local nursery to show them pictures and ask if this trimming was normal and nursery told me that these plants were not only overly trimmed, but were also incorrectly trimmed straight down as opposed to an angle to give a conical shape. Some were trimmed shorter in the bottom and longer in the top of you refer back to the pictures I sent. He told me that would cause the lower branches to die off if they don't get enough sunlight so I will have to trim them even more to ensure they properly fill in as a hedge. The Tree Center customer service also told us they get trimmed before they arrived at the center from nurseries and some nurseries trim them more than others. They said if I ordered another one I couldn't request that I get a fuller tree. They said they thought the trees were healthy and would grow and that they only guarantee the height not the width. We spent the whole day planting them with the fertilizer and root stimulator we bought and mixed with good soil we purchased locally. You said they were healthy from the pictures but upon planting them, at least 5 had trunks covered in sap. They were either damaged from the over trimming too close to the trunk or from the tape and upon shipping. The trees have only grown a little taller since we have ben taking great care of them since the end of April and are not growing wider to make a privacy fence as we initially bought them for. The sap is still leaking from the trees and a lot of lower branches have turned brown and died. As you can imagine, this is beyond frustrating.

  Business Response

  Date: 08/14/2023

  Manager confirmed that tree fullness was sub-par.  Trees are healthy (sap is no issue, all Leylands do this) but shouldnt be sent out so soon after trimming.  $500 refund issued.

  Customer Answer

  Date: 08/17/2023

  [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

  Date:07/13/2023

  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.

  I bought 2 Meyer Lemon Trees listed on the company website on September 6th 2022. ***********************************************. They were sold to me as potted plants. It is stated clearly in the description and in the care directions. Upon checking out the website displays a pop up it states Buy a one-year warranty clearly visible dark color against the white screen and states the following 1-Year Warranty There are a number of reasons why a plant can perish, which is why we offer a 1-year, one-time Replacement Warranty (shipping costs not included) available for purchase at the time of checkout. Meyer Lemon Tree - #5 Container it says terms and conditions in small letters at the very bottom. I paid and bought a warranty for each plant. The plants die. I am still in warranty ( June-July 2023) I take photos grab the receipt and the warranty is listed the company send me back the following response: From: ****** (The Tree Center) Sent: Friday, June 30, 2023 7:14 AM To: ******* ****** Iservice/#warranty. While there are multiple potential voiding factors, I will provide a relevant section below: "Certain and varying factors may void a 1-year warranty. Voided 1-year warranties are not eligible for any form of reimbursement. The following factors void a 1-year warranty: ...Keeping a plant in its grower container or planting it in a pot, raised planter or planting bed, or other structural enclosure, past 30 days, unless the plant is sold as a house plant." It was sold to me as a house plant. Why is they warranty not being upheld.

  Business Response

  Date: 08/14/2023

  Customer sent message in error (as if he didnt buy a warranty).  Issue corrected and warranty claim processed

  Customer Answer

  Date: 08/15/2023

  After your contacting the company I was given the replacements I paid for and they upheld the warranty. Thank you

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair 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.

  Re: The Tree Center Complaint ***************************** Upper Marlboro, MD *************** June 12, 2023 To Better Business Bureau: On April 24, 2023, I purchased six ***** **** Boxwood shrubs #5 Container totaling $760.02. The six shrubs were delivered on April 28, 2023. On May 16, 2023, I submitted a claim #****** with a picture showing that one of the shrubs had missing branches and leaves. On May 22, 2023 claim #****** a second claim was submitted with a photo showing the shrub was dying and turning brown. Both claims were submitted requesting replacement shrubs. I never received a telephone call or email. When I finally spoke with someone, I was told it was normal for shrubs to lose leaves. However, these shrubs have lost leaves and branches and are continuing to die. I requested both shrubs to be replaced. However, my requests have been ignored. The resolution I am seeking is two replacements of the ***** **** Boxwood #5 Container shrub or if the shrubs are not available a store credit for the price of two shrubs in the amount of $239.00. These two shrubs did not thrive and according to their company policy, guarantees customer plant satisfaction up to 30 days from delivery. My shrubs were under warranty through May 28, 2023. I am not satisfied and I am asking The Tree Center to honor the warranty I was promised. Thank you in advance for your assistance. Sincerely,************************* Attachments:1.Order Information 2.Shipping Information 3.Delivery Information (confirmation)4.Proof of first complaint submission #****** May 16 plus photo 5.Proof of second complaint submission #****** May 22 plus photo 6.Healthy ***** **** Boxwood picture from The Tree Center website 7.The Tree Center Arrive & Thrive Guarantee (warranty)

  Business Response

  Date: 06/29/2023

  I reviewed the attached material and came to the same conclusion that customer service did.  These plants look fine.  She has a single branch with some brown leaves that can be removed with scissors and that is all.  Unless there is some additional information I dont see any reason to replace these plants.  The green color looks quite lovely actually.

  Customer Answer

  Date: 07/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  

  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/09/2022

  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 a Japanese Maple from The Tree Center. Paid $109 for a 2 gallon plant. When it arrived on 10/25/22, 90% of the leaves were in the bottom of the box. The leaves that were on the tree were all burnt and curled on the edges. And they all had gray spots that looked like a disease. According the The Tree Center advertising, the have a satisfaction guarantee. I reached out, sent pictures. Kallie in Customer Service said "Japanese maples lose their leaves at this time of year. We will not issue a refund." First, not all Japanese maples lose their leaves. And these spots were not from a natural seasonal shedding of leaves. I sent a second email with pictures and still no response. Finally, I ordered the same Mikawa maple from another nursery and received a beautiful, green, leafy tree. This tree was shipped from California so equal shipping distance as the MD location of The Tree Center. Sent pictures to Tree Center showing difference and requesting a refund. Still no response. Do NOT buy from this nursery. Cannot trust the quality of their product or their word.

  Business Response

  Date: 12/08/2022

  Customer refunded $109.50 for damaged plant

• Initial Complaint

  Date:11/06/2022

  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.

  Hi. I placed an order ( ******** ) for several trees. When the packages arrived, I opened it. The trees were in bad shape . All but one, which although healthy ( seeminlgy fofniw) is a lot smaller than what the container size ( and thus price) lead me. I sent a 1st email to the support center, with some pictures. I was asked to send more pictures, which I did and since then no response. So I spent more than 400$ and I got dead trees...

  Business Response

  Date: 12/08/2022

  We were fine to process the claim for some damaged plants.  We were simply waiting for a response to the following:

  "While we do require photos showing the entire plant, we cannot see a bark scratch test from the last photo provided.  The photo showing the bark scratch test doesn't need to show the full plant, being that we already have those photos showing the full plant.  Please attach a photo showing the bark scratch test up close so it's visible.  As soon as we can see the bark scratch test and determine the results, that will be the last bit of information we need."

  Customer Answer

  Date: 12/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I did send pictures as requested.

  Business should also post actual pictures of plant size associated with each container size, not fully grown trees. This way, customers would know what they will receive for what price. This is false advertisement. On top of sending damaged plants.
  
  Regards,
  
  ****** *******