ComplaintsforThe Tree Center

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered three trees from The Tree Center on 6/28/22.On 7/11/22 the first of the two trees arrived in the same box. Both were damaged and the one was completely defective. The dogwood had a break in its main stem; the pine's stem was crooked and poorly pruned. The third tree was delivered late and arrived bone dry and overly  exposed. On 7/11/22 I sent the company an email with pictures of the two damaged trees. On 7/12/22, getting no response, I also submitted a ticket on the company website. I then sent emails on 7/13 and 7/14... worried about the 7-day window to report problems. I originally asked for a partial refund on the dogwood, a replacement for the pine. Later, once the redbud arrived, I also asked for a refund on it, as it was near death. on 7/21/22, 10 days after I sent my first email, I received notice from the company that since I was beyond the 7-day window of returning the items that there was nothing that could be done. I tried reasoning with them and requesting a full refund. I have also contacted my bank and have asked for an investigation.

  Business response

  08/16/2022

  Hello,

  We have repeatedly asked for a photo from *************** of the dogwood tree he is unhappy with.  We aren't sure why he isn't sending it.  The pine tree is fine and that is their normal growth habit.  If he can send the dogwood tree photo to us we can proceed from there appropriately.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered $250 worth the of plants… and received all half dead plants. They will not refund my plants and said theres a 50% chance that they could die in mailing process and they my plants werent fully dead. I dont want any of the plants dead.. they were sent to my mother for her birthday and they were unrecognizable. If you’re selling half dead plants dont show healthy ones on the site. The achinicea is completely dead with no flower bulbs. Its false advertising and After looking up the company reviews… I see this is a common thing and needs to be address.

  Business response

  08/18/2022

  ---------- Forwarded message ---------
  From: Clint S****** <*****@thetreecenter.com>
  Date: Tue, Aug 16, 2022 at 4:42 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: Better Business Bureau <[email protected]>
  

  
  
  

  Complaint ID  ********;  ******** ****

  
  

  Response:

  
  

  Customer was concerned that plants were dead because they did not have flowers.  Flowers are seasonal for plants.  We inspected the photos of the plants he received and they are indeed still alive and do not need to be replaced.  We instructed customer to reach out again if anything changes.

  
  

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 5/4/2022 Amount: $232.14 Product advertised: 3 gallon tree of approximatelt 4-5 feet in size Dispute: I received a tree that was under 3 feet high.The company has not tried to resolve the problem. Return by dropping the product off at the location is not permitted according to them (they are within close driving distance). Only by ****** which would cost more than the product itself.The gentleman in the attached picture is 5'5" tall as a reference.

  Business response

  08/18/2022

  ---------- Forwarded message ---------
  From: Clint S****** <*****@thetreecenter.com>
  Date: Tue, Aug 16, 2022 at 4:36 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: Better Business Bureau <[email protected]>
  

  
  
  

  Complaint ID  ********;  ******** ***

  
  

  
  

  Response:

  
  

  Customer is mistaken about product advertised.  Red Dragon maple tree is a dwarf tree that may reach 4-5’ maximum when full grown (in 10-15 years).  We are selling a 3 gallon (approx 3 year old tree) that is currently 3’ tall.  Hope this info helps.

  Customer response

  08/18/2022

  [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:
  The company is lying again. If you ****** red dragon japanese maple, the tree grows to 6-10 feet in height, so their claim of 4-5 feet is wrong. In the photo attached, the man standing next to the tree is 5'6" in height. The tree is obviously not three feet in height. This company is totally disreputable, as proven by the provided facts.

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

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 26, 2022, I purchased two trees from The Tree Center, a place that I had always believed to be reputable. On June 6, 2022, I received my trees along with the fertilizer I had also ordered. Both trees were packed in one box. There was a tall Willow Tree which was fine and at the bottom of the box was a tree or bush in the shape of a "C". This was, I assume, what they sent me to be the "Olive Tree". When I purchased the Olive Tree that day, it was on sale and now I see they are sold out of that tree. I am assuming they gave me the last of the "runts" or disfigured trees, which they could not sell at full price. If this was the case, they should have altered their listing and posted a true photo of what they were actually giving the customer. They should not have done a "bait and switch", hoping I would accept the deformed tree and figure there was nothing I could do about it since it was shipped to me. I wrote a complaint and after several emails and phone calls, a woman by the name of Kallie contacted me and said that they sent me a tree that was thriving and that I should wait for the tree to eventually turn and curve in an upward direction. The tree as it is now has roots and inches above that, it curves at a 45 degree angle or worse. I can't even plant this tree to remain healthy because the roots curve up above the soil once it's planted. I would have to chop the roots off and hope this tree, a; will continue to grow and not die and b; actually curve up into a straight tree while I wait 3 to 4 years. Please see the attached photos showing their ad for the tree and the actual tree I received. If they want to try this ridiculousness on another consumer, they can have the tree picked up and try it on someone else. It's like sending me a cake with frosting that is growing mold on one side, and then telling me to just scrape it off; it's still edible. Yes, it's edible, but you can eat it "all knowing and logical" Tree Center, not me.

  Customer response

  07/14/2022

  ---------- Forwarded message ---------
  From: ******************* <********************>
  Date: Wed, Jul 13, 2022 at 2:14 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  

  
  
  

  Dear BBB of Metro Washington,

  
  

  I am writing to let you know that my complaint has been resolved.  The complaint number is ******** and my name is *******************, with a complaint against The Tree Center in Upper Marlboro, MD. 

  
  

  I have returned the tree, at my expense, in exchange for a full refund. This agreement was made through the ****** Resolution System and, with no doubt, the assistance of the Better Business Bureau. 

  
  

  The work you do on behalf of the citizens of this country is so much appreciated as it is well beyond what we can accomplish as individual citizens. Thank you. 

  
  

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

• Initial Complaint

  06/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered 5 Cherry Laurels in 5 gallon pots. Although the website states that all plants are guaranteed to be healthy, the plants were covered with shot hole disease. Plants were trimmed back scrawny and averaged only 16 inches, well below the size for a typical #5 size.. These are plants no one would ever pick out in person at a plant store or nursery, but TheTreeCenter appears to have no problem shipping them to customers who trusted they would receive healthy sizeable plants. I would have ordered #1 or #3 if I wanted tiny tiny bushes. I immediately submitted a complaint after the plants arrived. it took almost a week for the company to respond. They said that the shot hole disease will not kill them and just to not water from The top. They did not directly address the size, just said it was not always going to be within the range and waved it off. No resolutions such as a refund or replacements were offered. Merely offered a 15% coupon on a future purchase- a complete joke considering thats less than their promos. No one obviously wants to plant contagious diseased-ridden plants. When I requested a refund they said I missed the return window. Im not understanding the arrive and thrive guarantee. People should know they are not getting quality you would expect and clearly they have no metrics or quality standard for what they ship out.

  Business response

  06/19/2022

  Refunded $100 for receiving plants that were recently trimmed.

  Customer response

  06/19/2022

  [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

  06/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased over $3000 of trees from this online nursery. Part of my reason for purchase was the 30 day arrive and thrive Guarantee. I planted all trees immediately upon arrival. One big order of trees shipped on April 7th. But did not arrive until April 12th. And one tree was missing from the order, it arrived later. On May 12th, I emailed the company regarding 4 trees. 3 appeared to be dying. 1 arrived bent due to being shipped in too small packaging and did not thrive after being planted. The bent tree was a spartan juniper. They ignored my inquires regarding that tree. 3 other trees were maple. Of the 3 maple, one came out of dormancy and seems to be fine. But two October glory trees are dead. They delayed their response to my May 12th email. And now are refusing to replace the two maple trees, saying it is beyond 30 days. Even though I contacted them on day 30 for one of the trees (and before day 30 on a second tree there were multiple shipments). And they ignored my concern about the juniper that arrived damaged. Reading online, it seems they do this to many customers. I believe they should be held accountable for their false and misleading claims Ive uploaded some screen shots from email Exchanges. I can forward more detailed info / email exchanges if needed

  Business response

  06/13/2022

  Customer was issued gift card for 2 trees that did not awaken from winter.  I also, as a courtesy, refunded him for the 2 trees today (6/13) for the trouble of the miscommunication.  He can also use the gift card as well.  :)

  Customer response

  06/17/2022

  [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

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent one of two plants back for a refund. Have reached out multiple times for my refund. Still have not received my refund. This company is sending people plants that are basically dying and not the right size. They false advertise the size of their plants vs what you pay for them. Which is why I want my refund. Only reason both plants that were in separate packages was not sent back and just the one I want my refund for is because ***** made a mistake and still delivered one of the 2 packages.

  Business response

  06/13/2022

  Refunded 5/24

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is not honoring the Guarantee made with purchase. It states: “The Tree Center guarantees that your plant will arrive in a healthy and living condition. If your plant does not arrive alive or is otherwise damaged in transit, please contact us immediately. All orders from The Tree Center come with our Arrive & Thrive Guarantee™. Whether your order was damaged in transit when it arrived on day one or took a turn for the worse on day 30, you're covered!“ My plant came damaged, smashed, and dried out. One plant is like half a plant. I was told that the plant appears fortunate that the health of your plants have not been compromised and is set to live a healthy and vibrant life. It also was more green then red like on their website. They have refused to acknowledge the damage and quality of the plant I was sent and have refused to honor the guarantee stating everything is basically ok..

  Business response

  06/13/2022

  Horticulturist reviewed photos again.  Green represent "new growth" and is normal.  Any older growth from the winter may die off as barberries lose their leaves each winter.  This is all in the normal life-cycle of the plant.  Bottom line, there is absolutely nothing wrong with this plant and therefore nothing to be done.

  Business response

  06/19/2022

  Although outside the guarantee, we refunded $50 to ***************** for his trouble. 

  Customer response

  06/21/2022

  [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: $50 for my troubles? Really? I have no idea how this company stays in business defrauding their customers.  I spent over $200 for 2 dead plants. If the company is not going to honor their guarantee, then they should refund me the full amount for my troubles. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** Upright Japanese Holly - #1 Container SKU: *****-* Qty: 4 $19.50 each Ships Week Of 09/07/21 I purchased some plants from TheTree Center last August, and they were delivered in mid-September - a total order price of $216.33 The plants were all relatively small but were chosen because they were suitable for my area. I planted and watered them. In the winter, I watered them twice a month. Come spring, the four Steeds Upright Japanese Holly are dead. This is part of the description written on their website. This handsome evergreen shrub is incredibly versatile around the garden. It can be grown as an upright specimen to accent the corners of your home as part of the foundation planting. It can be used among other shrubs to create a vertical accent in your planting. Clip it into hedges from 2 to 8 feet in height as screening, edging, or separate sections of your garden. If you have an ugly fence or wall that you need to cover, or you need some privacy from people walking by your garden, ****** Upright Japanese Holly is the perfect plant to grow for a luxurious rich-green hedge that will be dense and trouble-free, Not my experience that is for sure. I contacted The Tree Center. The customer service person said they were sorry, but I never purchased the extra warranty, so there was nothing they could do. I was offered 20% of the original price as a gift card. That wouldn't be enough to cover the shipping costs; never mind, buy a replacement plant. Like I was willing to buy anything else from them. Most plant retailers stand by their plants for at least a whole season or a year. I know the big box companies do. However, with The Tree Center, there is nothing else to be done. They won't budge on their policy and have T &Cs you wouldn't expect from a plant retailer. All the good reviews are from recent customers who have just received their plants. I wonder if they will feel the same way in six months?

  Business response

  06/13/2022

  Customer beyond 30 day guarantee.  Did not purchase optional 1 year warranty.  Despite customer claims, this is a standard in the industry. 

  Customer response

  06/14/2022

  [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:Their statement is not strictly true. Other companies do offer customers some guarantee.  The plants were shipped to me mid September, just before they were going into dormancy for the winter.  I planted and watered them. When it got colder, I added a little mulch.  The plants were deemed safe for my area zone of 6. When Spring came, they did not come out of dormancy and died. I shouldn't have to pay extra for some guarantee.  They should stand by their product.

  ***** - one year guarantee

  **** ***** - one year guarantee

  ****** ******* - refunds given if plants don't succeed a full season
  ****** **** *** risk guarantee
  ***** ****** - No risk guarantee
  
  Regards,
  
  ***********************

• Initial Complaint

  05/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered 68 Trees on May 8th from this company. Order ID: ******** When ordering on their website it states that everything ships in 1-2 days. The email received with the order confirmation says 2-3 days, which isn't that much of an issue considering the order size. However, the customer service agent said that everything ships in 3-5 days via chat. When I asked why we are at 5 days and they haven't shipped, I was ignored and they stopped responding to me. I have attempted to call about my order 4 times now during business hours... and the phone system puts me in queue and then says they are closed and to call back during business hours. Over 1k order and I can't seem to get any information as to why my trees haven't shipped and when they will arrive.

  Business response

  06/13/2022

  Customer refunded due to delay

  Customer response

  06/14/2022

  [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 acceptable to me. However, there is still a clear indication of Fraud which will be reported to the Attorney General's office for further investigation.  
  
  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. ↩