ComplaintsforThe Succulents Shoppe

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 5 Echeveria cante plants online from the Succulent Shoppe on 9/8/2022. I received an email from them on 9/29/2022 saying that they had shipped the order. Through tracking I learned that they had only created a label and never actually shipped the items. I contacted them in October of 2022 and November of 2022. They never did anything to resolve this matter. Being in the Nursery industry myself I know that Succulent growers often shut down over winter, so I waited until spring this year to contact them again. They said they would get back to me by the end of 3/2/2023. They did not. They do not have a phone number so you must contact them through a "chat" system on their website. I did that this morning and they did not respond. I would really prefer to get the plants I ordered, but if they are unable to do that I would like my money refunded. From what I read on your website today I think they are just a bad company.

  Business response

  03/04/2023

  
  We understand your frustration with not receiving the plants you ordered, and we sincerely regret that this happened. We want to assure you that we take customer satisfaction very seriously and we do not take lightly the fact that your package was lost in transit. Please be aware that we do not shut down throughout the winter and it is clearly stated on our website that we will replace or refund orders that have not been received within 30 days. You may email at ************************************** We can either ship a replacement or issue a full refund. If you have any further inquiries, please do not hesitate to contact our customer support team via email. We apologize for any inconvenience caused and thank you for giving us the opportunity to address your concerns.
  

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order on August 21, 2022. The order shipped after 19 days after I was advised it could take ***** days. The package I received, was not what I ordered and contained something that belonged to another customer, along with that customer's order # and personal information. I advised The Succlulent's Shoppe about this issue and initially they stated they would re-send my order. I asked for any confirmation of this, but have not received it. I followed up three times asking for confirmation and follow up because the shipment was incorrect and sent to my old address. I still have not received confirmation on them shipping my correct order or resolving this issue.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for their monthly subscription in *****. I was charged and sent my subscription for ***** and May. I was then charged for **** and July and never received the subscription. I emailed them and received a reply that they would cancel my subscriptions. They did not address the **** and July subscriptions. They also charged me again for August. In addition I have placed 2 orders. One never arrived and I was refunded. But the 2nd order has never shipped. Ive emailed to also inquire about this. Most of my messages go unanswered and there is no phone number to call on their website.

  Business response

  09/02/2022

  The August box has been refunded. All other boxes have been delivered so unless the customer would like to return them in good condition for a refund we cannot issue a refund. Also, the subscription has been cancelled which has also been communicated to the customer. 

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase on June 26th with a processing timeframe of **** business days. When that time period came and went without the product shipping I requested a refund per the websites policy. I sent a contact request through their website which went unanswered. I then sent an email to their support team which also went unanswered. Several days later I tried Instagram and got a response saying my order was canceled and refunded. I checked my PayPal the next day and the funds weren't there so I reached out to them on Instagram requesting the refund transaction ID so that I could find out where my refund was. I was asked for my PayPal email which I gave followed by no reply. I reached out again and was told the support team would email me. 24 hours later no email so I reached out on Instagram again. I got an email asking for my order number which I'd already given but provided within seconds of receiving their email. It has now again been over 24 hours with no response to my emails or Instagram messages. My order was $129.39 ORDER #*****. I want my money back. This company has been a nightmare to deal with.

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order May 22nd and still have not received any products. It is now July 3. I received a tracking number Jun 13 that hasn't moved anywhere or showed received by ***** I've tried to contact this company on email, ******** and Instagram without response

• Initial Complaint

  06/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order on may 18th 2022 for a number of plants from their website, where it states that order processing is **** days. Around the 10th business day I sent an email, asking for an order update as I had yet to hear anything. I had a very dry email exchange that they stated the processing time is **** business days and that it was stated in the confirmation email. I stated that I never received the order confirmation email, just a text message, this person stated they didn't have my email, which confused me because I've been receiving promotional emails from them daily. I gave my email address again, they stated I'd receive an email. On june 10th (the 16th business day) I sent an email again asking for an update as it was past their supposed timeline. I received no response. On june 15th I contacted their shop's ******** messenger and finally got a response. I asked if my order had been processed, was something on back order or was there some problem because it's been 19 business days and still no sign of my order, (yet I've still been getting promotional emails on almost a harassing level from them) They gave no answer to what the delay was, no apology and vaguely said they'd be going out in a few days. When pressed further they said they'd be out monday at the latest and that I'd receive an email. I did not receive the email and I've given up on ever expecting this product and have started a dispute with my credit card company for the money back. Upon further research, there is a reddit forum with multiple people saying the same thing, product takes way over a month to come and comes in bad shape OR it doesn't come at all. Frankly this place sounds like a scam and should be shut down. a professional business would stop accepting orders until they get caught up and have better customer service. People are paying money for products and they can't even get a genuine apology or specifics in regards to their order.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order with this business March 20, 2022. Their website states that it takes **** days to process and ship orders. I received an order confirmation. After two weeks of waiting I reached out via email to find out when my order would ship as part of it was supposed to be a gift. There was no response, I sent another email a few days later. Again no reply. I then reached out via social media on their ******** page and sent a private message asking for a status update. They replied with "It will be out this week". I received no shipment information after that week passed. I reached out again via ******** and there was no response this time. I then commented on a ******** post of theirs asking if I could please get any sort of information regarding my order. Another concerned customer commented also asking the same. The comments were not nasty, but they were deleted by the business and now I have been blocked from commenting or sending them any messages. I sent another email requesting that my order be cancelled immediately and a refund issued, that too has not gotten a reply. Upon further research it is clear that this is something this business does often and there are many reviews stating such. I either want a full refund or I want my products shipped immediately.

*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. ↩