ComplaintsforDe Groot, Inc.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 packages of strawberry plants and 3 packages of raspberry plants. They were all dead. Tractor supply refuses to take the plants back. I applied for a refund for one of the packages and was informed that the refund process takes 8 weeks. This was not disclosed on the packaging and since I have to wait so long for my refund, I will not have the money to purchase replacement plants in time for the growing season. So I don't get to grow anything this year because DeGroot tricked me with their deceptive packaging.

  Business response

  04/25/2024

  Hello!  The timeline of this complaint is:  plants were purchased on 4/8 according to the refund request we received, the refund request was sent to us the day after purchase (4/9), and the complaint was filed with the BBB 6 days later on 4/15.

  First, I'll address that the customer purchased the plants on 4/8 and filed a refund request the next day.  That means the person did not plant the plants and give them a chance to grow.  Instead, they assumed they were dead.  We sell dormant plants, which have no leaves, no growth, and take time to come out of dormancy once planted and provided warmth, sun, and water.  The dormant state they are sold in allows them to be on the store shelves longer than other plants, but requires just a little patience from the customer once they buy them.  I am not claiming the plants didn't die on the store shelf - they could have - but given 1 day to grow is not enough to determine viability, if they were even planted.

  Second, I'll address the BBB complaint.  It was filed 6 days after the customer submitted a refund request to us.  We did not have a chance to rectify the situation with the customer before they reached out to you.  We ask for 6-8 weeks to process refunds, but typically get them sent out faster than that.  This customer did not allow us time to act before filing the complaint.  Also, there's no "tricks" or "deceptive packaging", we voluntarily offer an industry-leading refund policy on live plants with no questions asked -only requiring proof of purchase via receipt and UPC code.  I do understand and feel bad for the customer who claims to not have money to buy replacement plants until we issue the refund, but that doesn't mean our refund policy is a trick or deceptive.  I would encourage the customer to PLANT THE PLANTS and they will likely grow in the next couple of weeks.

  In the meantime, we will process the refund request as we always do because of our 100% guarantee and the customer should receive it in the next couple of weeks.  Hopefully this will bring a satisfactory conclusion to this complaint.
  

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

• Initial Complaint

  09/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased two of DeGroot blackberry bare root stock plants in May 2023 that had guarantee to grow from DeGroot. They looked dried out and dead when I opened them. I decided to pot them up in good potting soil, water, and give them time. I continued to nurture the twigs in hopes they would leaf out and come back to life but they didn't so in July I wrote to DeGroot to get replacement or a refund for the two plants and I included the receipt showing I purchased the plants in May 2023. I had also spoken to their online assistant in June telling them the plants appeared dead and they had told me to contact DeGroot if the plants didn't leaf out which I did. DeGroot answered my letter and stated that they had all they needed from me and I would receive the refund within 6 to 8 weeks. It has been more than 8 weeks now and they have not refunded my money nor have they answered my latest email asking for status of my refund. I want my refund immediately or at least proof they have sent it. They are supposed to mail a check to my home from what I understood. See attached letter from DeGroot acknowledging they would send refund.

  Business response

  10/03/2023

  Hello,
  We voluntarily offer an industry-leading refund policy with no questions asked - only requiring proof of purchase via receipt and UPC code - on plants, the living organisms that at times do not behave like we and our customers would like them to.  We ask for 6-8 weeks to process the refund requests.  This refund request was received by us on 7/25 and on 9/22 a check in the amount of $17.98 was mailed.  This occurred at the end of the 8th week, as we typically process refunds on Fridays.  There's no substance to this complaint, just a lack of patience from the complainant.  Please dismiss.

  Thank you,

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

  Customer response

  10/04/2023

   
  Complaint: 20636251
  
  I am rejecting this response because as you can see by their response they have a terrible rude manner and if I had not filed this complaint they probably would not have sent refund. Their refund on the box the plants come in is the ONLY reason I purchased the plants so if they didn't offer a refund I would not have bought the plants. Most growers offer refunds and some offer them up to a year so they don't need to act all high and mighty about their policy. I want this to remain on BBB record against this company so that other customers can see how this company treats customers. 
  
  Sincerely,
  
  ***********************************

*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. ↩