ComplaintsforThe Tree Center

• Initial Complaint

  05/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased about $450 worth of products I received last week. Most of them came in good shape and as described, but the Japanese Maple tree I ordered, a $140 tree that was supposed to be a 3 gallon tree, was basically a two foot twig with a few leaves on top and arrived near ripped out of the soil. Followed up by messaging them on their website and was left on a "please wait" message for an hour. Followed up again with an email and never received a response. I was actually very happy with the rest of the order (we will see how the health hold up, but everything looks good as of now). I could go pick up a similar size tree for less or a much larger one for the same money. Would really like to receive something worth the price I paid.

  Business response

  05/11/2022

  Customer submitted pictures and did indeed receive a bad plant.  Issued full store credit for poor item quality.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Japanese Maple, and was sent a dying tree all of leaves were dried up, and the branches were brittle, and now the tree is dead. I submited a ticket on thier website 9 days ago on 4/28/22, and still haven't heard from them, my order number is ********. I have tried reaching them numerous times. I purchased the tree through ****** on The Tree Center website to make payments, but already have paid off the balance. I would like a refund at this point.

  Business response

  05/11/2022

  Customer received full store credit for the item he was unsatisfied with.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 13 plants from the tree center on March 31,2022. I also purchased the 1 year warranty at that time.One plant has died. I filed the required ticket but cannot get anyone to respond. I get automated emails saying they are very busy. I am fine with following their policy and getting a credit on my store account so I can purchase a replacement but I cannot get anyone to do that either. I have submitted several tickets and talked to ****** in the online chat. She says she cannot help in the chat. Neither the plants nor the warranty was inexpensive - I would expect a response on my claim. It has been over a month since my first claim ticket was submitted. I am only looking to collect a credit for the plant that did not survive so I can purchase another.

  Customer response

  05/10/2022

  ---------- Forwarded message ---------
  From: ************************* <*****************************************>
  Date: Tue, May 10, 2022 at 7:53 AM
  Subject: Complaint: #******** The Tree Center
  To: [email protected] <[email protected]>
  

  
  

  An account credit has been issued.  This is resolved.   Thank you.

  Sent from Mail for *******

  Kathy V************, Controller

  Endeavor Ag and Energy LLP
  *****************************************
  4670 E Washington St, Hamilton, MI 49419
  Phone: ###-###-#### | Cell: ************

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 20, 2021 I ordered a frost proof Gardenia 3 gallon container from the tree center that I believe is located in upper Marlboro, Maryland. Their #************. The order number was ********. Plant was shipped I believe at the beginning of April in 2021. The total amount with shipping was $79. The plant arrived in great condition and within a day or so I’ve planted it in a big pot because I was having the front of my house relandscaped by my local nursery and I didn’t know exactly where I was going to put this plant so for the time being I put it in a large pot. I figured that this year after my landscaping had grown I would know exactly where I was going to plant it. The problem is now that spring is here and the plant should be starting to show new growth and green leaves it’s completely brown and completely dead. I wrote to the company and sent them all the required information and pictures and they wrote back and said that they were sorry they could not replace the plant because I did not buy a warranty. First of all I never saw anything about buying a warranty and second of all I think if I did see that I might’ve had second thoughts about buying from them in the first place if they didn’t even believe in their plant for at least a year. Anyway, they told me all they could do was give me a 20% discount off the price of another gardenia. They never did tell me why my original one died. I ordered the plant for my correct zone which is southern Connecticut on the coast zone seven. I would think that since it was advertised as a frost proof gardenia for my zone that it should be replaced if it died. I’m very disappointed because it was not a cheap purchase and they really don’t seem to care about my problem. I’m hoping that there is something that you could do to help me out because I really feel like I have been ripped off. Thank you for any help or assistance that you could provide to me. I live on a fixed income if that’s any help. I’m 76 years old.

  Business response

  05/11/2022

  There isn't anything that could've saved this plant unfortunately.  Growing zones are for plants that are planted "in the ground".  The customer mentioned they planted it in a pot.  This simply wont work and the roots will freeze in the winter. the customer wasnt 'ripped-off" like she mentioned.  She simply didnt understand how to take care of the plant she purchased.

  Here is the posted language regarding planting in pots:

  https://www.thetreecenter.com/support/item-warranty/

  What qualifies an order to be replaced under a warranty?
  The warranty is valid provided that your ordered product has been planted within 30 days of delivery. Plants that die but have not been planted within 30 days are not covered, even with a paid warranty. Plants that are kept in planters or pots are not covered by the warranty. Warranties are non-refundable.

  Customer response

  05/22/2022

  [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:

  First off, I guess that The Tree Center personnel does NOT know the difference between male and female. My name is *************************. Secondly, there was NEVER any mention ANYWHERE about NOT planting the plant in a POT! as a matter of fact on September 21, 2021 *********** wrote a review and said that she planted hers in a large container and no one from the tree center made any comment about her review. On July 5, 2019 ************ wrote plant arrived in great condition and she potted it in a larger pot. Again no comments from the tree center about this. By the way, ***** * lives in New Jersey zone **/** and said that she had a rather cold and snowy winter. IF there were ANY directions about not planting the gardenia in a pot I most certainly would not have done that considering that this plant with shipping cost me $79! I don't have that kind of money to throw around or to throw away. So I fully object to their reference that I should not have planted it in a pot. As a matter of fact, I did call them because I was concerned that it did bloom for a little while, but then the rest of the summer there was nothing. At that time I mentioned to them that I had it in a large pot and they never said a word. Had they said that was a no no I would've immediately found a place to plant it in the ground. The only reason I did not plant it in the ground was because I was having the whole front of my house landscaped by my local nursery and I did not know exactly how big anything was going to grow so I was going to wait until this summer to plant it in the ground, but its dead now.

  So again, The Tree Center is just trying to cover their behind on this issue. I will never do business with them again.

  Regards,

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

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 3 ********************* Cherry Laurels a year ago. They have not grown at all during the year that we have had them. We purchased insurance to protect us if the bushes did not grow or died during the first year. We have asked for a replacement or a refund from this company. I sent them pictures of the bushes. Their response was "Thank you for those images, these plants do have a slow growth rate of about only 5-7 inches per year. Although they are slow-growing, your plants do look healthy and thriving. I would recommend speaking to a nursery for a probiotic root stimulant to help spur growth, but they will still take some time to get large." Nowhere in their description was this disclosed. In fact, I didn't see this in any of the research on this ****. I sent a second email in which they responded:I understand completely. The probiotic root stimulant would just be an extra boost, much like a human taking vitamin pills. Sadly, we can't control nature itself, and we can't change the growth rate of these plants to a significant level above their ability. They are healthy, thriving **** Lukyens, and so because of that we will not be able to exchange these plants or process a refund.This company is not customer-oriented, nor do they stand behind their products. No, the bushes are not dead, but they have not grown one inch, leave alone 5 inches. Don't buy from this company. I would give them a "0" if I could.

  Business response

  05/11/2022

  I reviewed the photos once again and the customer has very-healthy, thriving plants.  I am not sure why we would be at fault in any way for his unhappiness at their growth rate.  Growth rate is based on thousands of natural factors (sunlight per day, oxygen, environment, climate).  The plants specifically (**** Luykens) are purchased because of their "slow" growth rate.  Peopl elike them because they stay low to the ground and dont grow quickly unlike their ****************** member who grow fast.  There isn't anything we can do about this one other than encourage education and enjoyment of plants and their habits.

  Customer response

  05/15/2022

  [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:  They advertise that this is a fast growing plant and it grows 5 inches in the first year.  Review their add for this plant.
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought 5 trees from the tree center with an added premium for a 1 year guarantee they would replace any sick tree. The tree center refused to honor the guarantee. When I provided evidence 2 of the 5 were hollowed out by a rot they came with.

  Business response

  04/12/2022

  https://www.thetreecenter.com/support/item-warranty/
  
  Please view the warranty that you purchased here.
  
  I have refunded the funds for the warranty as a courtesy since you aren't able to use it for trees planted in pots/planters anyhow.  You will find this to be the case anywhere you go whether its online or in person.  No one will cover plants in containers.,  as they belong in the ground or if in containers, expect them to perish within a year or two.
  
  

  Customer response

  04/12/2022

  [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

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought lots of trees from this organization over the past few years. This week I received a damaged tree and the company tells me it is fine and healthy. I have worked with 1000's of trees over the years and this item will not survive to the full lifetime expected. I asked them to replace the item and they refuse. See supporting pictures attached.

  Business response

  03/28/2022

  Hello,

  Although we disagree with your prognosis for the health of the tree you may return it for either refund or replacement.  Please return the tree to:

  The Tree Center

  600 Crain Hwy
  Upper Marlboro MD 20774
  

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The tree center advertises a tree with 3 stems and purposefully sends a product with only a single stem. When you contact customer support they lie about the product stating that it will grow the stems over time which is not accurate. The tree has to have the stems established from the beginning in order to achieve the look that is described. Customer support then will only give a small partial refund, thus charging you for multiple stems but only sending a single stem. For a full refund they put all the cost of a return on the buyer which is not worth the hassle when shipping live plants.

  Business response

  03/28/2022

  Hello,

  I have processed a $39.50 refund for the incorrect River Birch tree.

  Customer response

  03/29/2022

  [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

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order place early Nov 2021- order shipped on 09Nov21 Amount of 356.00 order number ********- Orde never arrived- reached out to them right on 11Nov21. They asked me to filed a claim with ******* *********) as per tree Center "claim originating from us would likely be denied by ***** outright -- but as you are the intended recipient and can personally vouch to them that you didn't receive these shipments that they will work towards a resolution with you." As per Kelli, (The manager) she said it is the customer's responsibility to file the claim. according to ***** shipment was delivered to my address but the shipment was not received. ***** also declined the claims as per Kelli the manager" there is nothing further we can do. If they've verified they've delivered the package to the address provided, it's possible it may have been stolen. In which case The Tree Center is not liable to replace the plants" Kelli mentioned the the term of services which is not not easy visible or easy to find in the website- as per the website Guarantees"The Tree Center guarantees that your plant will arrive in healthy, living condition" I did not receive my plant. Why the customer has to pay the consequences of the mistake of the Vendor selected by the tree center?

  Business response

  04/20/2022

  ---------- Forwarded message ---------
  From: Clint S****** <*****@thetreecenter.com>
  Date: Wed, Apr 20, 2022 at 7:26 AM
  Subject: Re: Complaints over the winter, Complaint ID #: ********
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Complaint ID #: ********

  Customers claim was denied by ***** as they delivered the packages to the correct address.  Unfortunately, we are unable to replace the package.  In the recent customer message they are requesting we "update our policy to include more transparency”.  We will, for sure take a look at doing that if this situation (packages of trees being stolen) becomes a greater issue.  To date, it hasn’t been an issue for us.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Red Sensation Hydrangea from the Tree Center, ***********************************, Davidsonille, Md ********* invoice #******** on 6/10/18. This was a beautiful 1 gallon plant and has grown beautifully. The problem I have is that this is a sterile plant, it has NEVER bloomed. I contacted the company for help early last year and got no response. I researched the problem on line and made adjustments suggested. Because I didn't want to move the plant to a different location, I propagated 3 from it and planted in other areas and conditions to test it but none of those have ever bloomed either. I believe they should ship me a new plant. Thank you My old email is **************@ *******. *** which I no longer have access to. Also this order was in ******* ******'s name, my husband.

  Business response

  11/16/2021

  Hello,

  We're not sure how to respond to this.  This variety of Hydrangea definitely blooms depending on your care and soil etc etc.  At the end of the day, we didn't create this plant.  Mother Nature or God did.  I would continue care and look for blooms this upcoming summer like the rest of the Hydrangeas.  :)

*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. ↩