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:09/05/2024

  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 tried doing the claims at ******************************* but it wouldnt work I purchased three hydrangeas. The leaves have black spots in the end of the leaves are all curled up and several of the branches have fallen off.

  

  Business Response

  Date: 09/05/2024

  Hi *****! We have spoken a few times on the phone since you were having trouble sending us an email, and when we spoke to you last, you said you accidentally sent the email to the BBB instead of us. I'm assuming that is what this message is. I know you mentioned you would reach out and clarify this was a mistake, but if that not is the case, please let us know. As we already discussed, we are diligently working to replace your plants that arrived with damaged leaves. Please let us know if there is anything else we can do to help!

  Customer Answer

  Date: 09/05/2024

  I am so sorry I didn't realize I was setting up a BBB complaint.  Please cancel this complaint/  The company has been very professional and helpful.

• Initial Complaint

  Date:09/27/2023

  Type:Delivery 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.

  Over the summer I ordered 3 Spartan blueberry bushes from Great Garden Plants, to be delivered in late Sept (to reduce odds of over-heating). I explained that over 20 years, Id tested over 20 blueberry varieties and now only wanted additional Spartans. I emphasized that I wanted to ensure no substitutions would be made. Spartans are very tasty and bloom late (sometimes avoiding frost issues when other varieties dont) and despite blooming late, are usually my earliest blueberries to ripen. Later, when I saw the Spartans were on sale, I called to ask whether I should move my delivery date to ensure they didnt run out. I again explained that I wanted no substitutions. Had my Spartans been set aside? This week I called again and was given a tracking nbr., so I went ahead and ordered (from another company) an amendment recommended for blueberry bushes that Id run out of. Was so pleased to see the pkg arrived as scheduled and that Spartan blueberry was on the box exterior. Id been telling everyone for weeks about the anticipated arrival, and joyously opened the box, only to find that instead of 3 Spartans, there was one (approx 3) Oakleaf hydrangea. So stressful to find no matter what company I choose, no matter how much I stress no substitutions, they do it anyway!!! I had one desperate hope that it might be a gift plant, despite the Spartan blueberry on box exterior, so checked the tracking nbr. It showed my order had been delivered. I am beyond disappointed. (I never would have survived ********** childhood.)

  

  Business Response

  Date: 10/03/2023

  Good Morning,

  We unfortunately sent the incorrect plants to customer, when we were notified by customer of this error, we quickly refunded money on Sept 28, 2023.  Please see notes from out customer service team below:

  customer vm: I am extremely disappointment about my plants. My package arrived and did not get my blueberry spartan. I am going to report you to the BBB, you have 24 hours to respond and ship me my plants.--tried to call back but customer doesn't have vm set up, now oos #****, refunded her for plants, emailed relevant information.

  When I ordered 3 Spartan Blueberry bushes, I stressed that I had tested over 20 blueberry varieties (started in **** or ****) and that was now ordering only Spartans. I wanted no substitution. I asked since I was ordering far in advance of the delivery date (to avoid over heating), if theyd put my plants aside or would I run the risk of the Spartans being sold out. Ive been tracking my delivery and today was so relieved to see the outside of the box had Spartan blueberry plant but when opened, only one plant was there and it wasnt a blueberry plant!!!! Im am so disappointed and am reporting you to the Better Business Bureau.--Thank you for contacting us! I apologize you received the wrong plant. I see you left us two voicemails about this issue. I tried reaching out to you by phone but was unable to leave a voicemail in return. I did send you an email stating that we are now out of stock of the Spartan Blueberry **** and refunded you for the plants. I understand this is frustrating. Please keep the plant we sent you in error.

  Sincerely,

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

  Office Manager

  Customer Answer

  Date: 10/04/2023

   
  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.

    However, in the future, when Great Garden Plants runs out of the ordered plant, they should not tell the enquiring customer that all is fine and the ********************** are enroute. I wouldnt have then ordered a soil amendment for blueberry plants (from another company) had I known the truth. Also, they should never send a substitute plant without getting the customers consent. I found it odd that the box they sent the 3 Oakleaf hydrangea in was so large - obviously the box intended for the 3 Spartans Id ordered - and that the exterior indicated 3 Spartan blueberry plants were enclosed. Are they hiding substitutions from mgmt? Plus, there was an added notation that if the entire order isnt there, not to panic, that the plants just need more time for roots to grow. Theres not a lot of time left for fall planting in my area. Now they claim theyve run out of Spartans, after assuring me several weeks ago that I should go ahead, dig the holes and amend the soil, that Id be getting my order in late Sept which she claimed was a perfect time to receive it. 

    My account shows the Aug 7 charge has been refunded. Thank you BBB for your help!

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/17/2023

  Type:Delivery 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 5 fire spinner iceplants but received 5 pink ice plants. I sent them pictures and complaint about getting the wrong flowers. They responded to wait till they bloom which will be to late to plant what I ordered. Any nursery could be able to tell. I feel like it's a bait and switch cause I ordered 5 pink ice plants before these and they came labeled as fire spinner plant so something isn't right. Thanks

  

  Business Response

  Date: 07/17/2023

  Customer believed he was sent another variety of ice plants, the foliage is the same on both varieties, the one that he ordered and the incorrect one he believes he received. Since the plants were all labelled with the variety that he ordered, we asked him if he could wait until the bloomed - this is his response . I'll be happy to keep them in the containers they were shipped in until they bloom. I know they are not fire spinner.  --  We have since decided to refund the customer since he is not 100% happy with **********************.

  Customer Answer

  Date: 07/18/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/15/2023

  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.

  Order #G218352 Transaction Amount:$109.88 5/29/2023 Plants arrived with dead blooms and brown, dead leaves. Immediately upon receipt I contacted Great Garden Plants informing of the condition the plants arrived in along with pictures. These plants were purchased to give as gifts, needless to say I could not give dead plants as a gift. The email response I received: Please give them a drink of water and put them in a shady area, go ahead and plant them. They should bounce back within a few weeks.I did not purchase dead/unhealthy plants that require weeks of resuscitation to hopefully bring back to life.I responded and requested instructions on how to return the plants and received an auto reply stating that someone will get back to me shortly. Since then I have reached out requesting return information, today being the most recent email I sent. I received a response today stating that the company does not accept returns due to the possibility of contamination and that the most they would refund me is 50% ( reason given: the blooms were dead but foliage was not), I responded showing the dead foliage. The 60 Day Money Back guarantee is clearly untrue and misleading at best, fraudulent actually.I am not satisfied with a 50% refund and I will be surprised if they even honor that as they are not responsive and do not stand by their promise or plants.

  

  Business Response

  Date: 06/16/2023

  We are sorry that your plants did not arrive to your standards! Thank you for promptly following our guarantee process and reaching out to our customer service team. Our horticulturists reviewed the pictures of your plants and determined that they would make a full recovery from the ******** when planted in the garden, but we understand if you would rather receive a full refund. We just received your response yesterday at 4:42 pm yesterday, outside of our business hours, and our customer service team started working on it first thing this morning. We have a small team here and it is peak gardening season, so it does take time (up to a couple business days) to respond to emails. Following our policy, if you are not satisfied with a partial refund, we will honor a full refund. I have gone ahead and issued a full refund for order G218352. Please follow up with ** by emailing ******************************* if you have any further questions!

  Customer Answer

  Date: 06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept full refund.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/16/2023

  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.

  On April 16 i recieved 8 gallon sized gardenia plants that I ordered. These plants are baby, immature plants put in an over large container so that they can be sold at a fraudulently high price. These plants are tiny and they are sick. Many leaves are yellowing and they actually cut leaves where they were diseased. They have also pruned the and broken the branches, likely to also conceal disease.These plants are between 6 and 8 inches tall. A gallon-sized gardenia, depending on the type, should be about two feet tall.I have attached a picture comparing it to a $10 gardenia from the grocery store, which is 3x bigger but in a 4" pot. What i was sent are not landscaping products. They also couldn't even be sold in a grocery store.I want a full refund.

  

  Business Response

  Date: 04/17/2023

  Spoke to customer about complaint of plant size.  Asked for her to send pictures to us, to review with our shipping and growing departments.  Issued full refund.

  Customer Answer

  Date: 04/24/2023

   
  Better Business Bureau:
  
  I remain concerned that great gardens has a practice of not sending plants of the quality and size paid for (as shown by numerous bbb complaints), I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/25/2022

  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.

  To whom it may concern, this has to be the most irresponsible and disappointing company ever. If even reading all these complaints you risk buying from "Great Garden Plants" prepare yourself because you have a ****% chance of losing your money as it has happened to me. On Sun, Jul 24, 2022 10, I placed an order for 12 plants and they sent me diseased plants that were about to die. Knowing that the plants were not going to survive, they still sent me those plants. Even so, I decided to take care of those plants for several days but instead of getting better they got worse. I am an expert gardener and although I have taken good care of them, they have not improved, rather they seem like they will not survive. This company sent me sick, dried, bruised and wilted/withered plants than advertised in their product description. On Mon, Aug 15, 2022 I sent an E-mail to that company explaining the problem and I attached the photos of the plants in that E-mail. On Tue, Aug 16, 2022 I received a response asking me: "Thank you for reaching out to us! We have reviewed your pictures, between a refund or replacements, which would you prefer?",,, I immediately replied to that email and told them that I preferred "Replacements" but have not heard back since. Since the 16th I have sent that company over a dozen E-mails and have called that company several dozen times but they seem to have disappeared off the face of the earth. They don't answer my emails or answer my calls. Shame on this company that cheats its customers. Order #: G157137 Date of Transaction: Sun, Jul 24, 2022 Amount I paid: $112.69 USD Thank you in advance for your assistance and help.

  

  Business Response

  Date: 08/26/2022

  We had problems with customer receiving our emails, it appears he has a blockers on his emails.  I have refunded his complete order.

   

  Customer Answer

  Date: 08/31/2022

   
  Better Business Bureau: I don't have a blocker. "Great Garden Plants" simply ignored all my emails and never replied any of them. The only good thing is that after opening this case refunded my money. Thank you!
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  J ********

• Initial Complaint

  Date:07/13/2022

  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 am a repeat customer of ******************** from last year and this year. On June 14, 2022 I ordered one Incrediball Smooth Hydrangea one quart plant. It was delivered on June 17, 2022.It did not look very good but the stems were still green so I went ahead and planted it and I have kept it watered. As of July 13, 2022 it appears to be completely dead. I am requesting a refund or replacement from Great Garden Plants. I would be perfectly happy with a replacement of the same plant. When customers spend hard earned money on products we expect to receive good stock. I do not believe this was a healthy plant or it may have gotten too hot or dry during shipping.If Great Garden Plants will send me a replacement I will plant it as soon as I receive it and keep it watered again.

  

  Business Response

  Date: 07/13/2022

  We will call customer and send a replacement plant to them as they requested.