ComplaintsforEden Brothers

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Through their website, I purchased 5 pounds of broccoli seed for just under $40. After 2 weeks without response. I contacted customer service and demanded either shipment or full refund. By return email, a clerk flatly lied, claiming that the product had not been shipped because there is no such address as I provided. (In fact, although the address is rural, I receive so many packages through ***** and *** that I have a separate "Shipping and Receiving" building with a sign to that effect on the street.)No customer service clerk ever offered to ship the product, leading me to conclude that the seller had sold a product that it did not have in stock but for which it was waiting on receipt, which is why they let 2 weeks pass without ever contacting me, especially not about an address problem.I finally demanded a full refund, which was complicated by an unrelated cancellation of the bank card owing to unauthorized use. Accordingly, I elected repayment by mailed check.This is now the third week with no check arriving and, once again, seller never asked me for a corrected shipping address.Bottom line: fraudulent selling practice followed up with stolen money.

  

  Business response

  07/12/2023

  Hello *****,

  Thank you for your review of Eden Brothers! Our sincere apologies for any confusion. We first attempted to ship your order out a few days after you made your purchase. We use **** for our shipments and they let us know your shipping address was not valid for their service. We sent an email immediately alerting you to this issue. We have attached a copy of that initial email sent to you. It seems there are multiple emails you use, so our apologies you did not receive our immediate inquiry. We attempted to resolve this matter by updating your shipping address, however you had requested we cancel your order instead. Upon attempting to refund your original payment method, we were unsuccessful due to a third party banking issue. We were happy to send a check in the mail instead. This refund has been processed and is expected to have been delivered by now. We are always happy to help our gardeners around the country any way we can. We do apologize for these third party issues and are happy to make sure your refund makes its way to you.

  Thanks again for your review!

  Customer response

  07/17/2023

   
  I am rejecting this response because: Months of bald-faced lies: (1) no merchandise because they don't have any and (2) no refund because they stole the money.
  
  

  

  Business response

  07/20/2023

  Hello again, *****

  We appreciate you reaching back out to us! Wed be happy to continue working toward clarification. We certainly had the seed you purchased in stock at the time you placed your order. The difficulty came when our third party shipper, ***** did not recognize your address for the package to be delivered. We reached out multiple times in an effort to resolve this. You did not respond to our inquiry about shipping, but instead chose a refund which we were happy to apply. Our refund process is very simple and straightforward as we are generally able to refund directly back to the original payment method, however there were issues with your financial institution not allowing a refund to be applied to your account. We were still happy to work on an alternate way to ensure you received your refund as it is an utmost necessity that our gardeners receive equal and fair compensation regardless of the issue. Which in this case, was simply a bad address. We issued a check for the full amount of $37.59 to be delivered. Our records indicate that this was shipped and should have been received. Again, our apologies for your dissatisfaction. Though it is important to note that we have not run into this particular issue with any of our other gardeners around the county. Thank you again for reaching out to us about your experience.

  Customer response

  07/21/2023

   
  I am rejecting this response because: it is self-serving noise. I did not order 5 pounds of seeds because I have a few pots on the window sill. I repeatedly ask you to ship the product if you had it. You never responded to other than the refund offer. I receive about a hundred packages monthly at this address, and mail to this address redirects to my postal box. I also offered to provide by bank transfer numbers but that offer was ignored. In the end, all you have to say for yourself is that the USPS are bad guys. Not a word about doing nothing for weeks until I started this inquiry. AND STILL NO REFUND RECEIVED,
  
  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original Purchase - order for region specific wildflower blend. Followed directions for planting.No germination after appropriate period of time (0% germination).Was issued a gift card to reorder the product.Ordered replacement with gift card plus additional purchase for more product.Followed the directions to the letter and still 0% germination after approx 90 days total.Company states they will not refund the original purchase but again issued another card, but did refund the additional purchase. Stated the original transaction is closed and no further action will take place on it.Simply want a refund for the product that failed.

  

  Business response

  06/14/2023

  Hello, ****,

  Thank you for your review of Eden Brothers! We greatly appreciate you reaching out to us with this information. Just to clarify, our Wildflower Seeds do need light to germinate. It seems your seeds were covered with soil, which will certainly drop the germination rate. After looking into your previous order with **, we choose to go outside of our normal Refund Policy and offer yet another refund for you based on your payment method. Our apologies that this outcome has still not been satisfactory. Since your order was placed using a gift certificate, our option to refund would be back to you as a gift certificate. Again, we do appreciate your time and attention!

• Initial Complaint

  05/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for dahlia ****** bulbs on April 14. The website stated that they were in stock. I have not received my order. I have called several times and sent several emails, but have not been able to get an update. I would like a refund at this point. The amount of the order is $97.99.

  

  Business response

  05/13/2022

  Good Morning *******,

  Thank you for your email. We are sincerely sorry to hear that your package has yet to arrive to you! We're showing that your order shipped via **** on April 28, 2022 with tracking number: **********************. We are showing that the tracking information indicates the package was marked as "delivered" by the carrier on April 30, 2022.

  We always strive to ensure happiness for our customers. As such, we will go ahead and process a full refund for your order. Please reach out to us if you need any further assistance. 

  Thank you,

  Customer Service

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

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