Plant Nursery
Nature Hills Nursery, Inc.This business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
12/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
July 25 I purchased two plants totally 137.20 it appeared they would ship right away. Weeks later, they said that it was too hot outside to ship them and we would have to wait for cooler temperatures.i was in touch at the end of August and then again the end of September each time they gave excuses why they could t ship. I asked for refund why did they charge me in full if they weren’t shipping it? They would t give full refund only partial I demanded they ship asap they said I should wrote a letter releasing them for any responsibility to damage in shipping and then they would send it right away. Still nothing. I inquired an again they said they were working on other shipments and couldn’t expedite this. That was October 28. They never shipped I doubt they will. I want a full refund. This is not a way to conduct an online store.Business response
12/13/2024
We apologize for the issue. The weather was up and down, and it took a toll on the plants on your order. The nursery had hoped that they would rebound and we would be able to ship, but that didn't happen. The communication between the nursery and our CS team was poor, and therefore we didn't communicate this properly to you. While we could ship your order in the spring with the next crop, we see that you are requesting a refund, so we cancelled and refunded your order.
Again, we apologize for the inconvenience this caused and our lack of communication.
Nature Hills Nursery Management.
Customer response
12/14/2024
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
11/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On July 14, 2024 I ordered a number of items from Nature Hills Nursery. I had successfully placed and received 3 orders from them in 2023. When the estimated delivery date came and went, I called to ask about the order and was told it was too hot to mail the plants. I called again twice after that and received the same answer each time. On my last call of October 27, I asked the nice young man on the phone if there was someone else I could speak to. He said there was not. Today I checked the order again on the Nature HIlls website (one of the attachments) and noticed that the amount of the order has been decreased by the shipping cost. At this time I would take a full refund or delivery of the healthy plants I ordered.Business response
11/27/2024
This customer has addressed the matter directly with us. The matter is closed.
Thank you,
Initial Complaint
11/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Ordered on 07/22/24 4 Concorde barberry and 5 crimson barberry bushes. They have still not been received as of 11/14/24. Called and emailed numerous times: 8/07/24, 8/24/24,10/8/24,10/28/24 and 11/14/24. Each time excuse was either weather related or shipping soon if any response at all. On 11/14 conversation with CS was that they were closing up shipping till spring. I stated how after 9 mo if I waited till Spring and still don’t receive them can I get a full refund. He stated I would get a full refund. I said I would like that full refund now and he hung up on me. Now they won’t answer the phoneBusiness response
11/19/2024
Unfortunately we did have some delays due to weather this Fall, but we are still shipping and the information in this complaint contradicts the phone call with our customer service. Our phone lines are open during normal business hours and customers can contact us at any time via our customer support on our website. We will reach out to the customer directly to resolve their concerns and offer cancellation options at this time.Initial Complaint
11/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Order was not fulfilled. Refund was not grantedBusiness response
11/19/2024
The customer called and requested to cancel their order on 11/14. We are doing as they have requested, and it typically posts back to their card within 1-2 weeks.Initial Complaint
11/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had placed an order from Nature Hills for plants on July 27, 2024. I have not received these plants and they kept giving me the excuse that it was too hot to ship the plants. I did try to cancel my order, as I was tired of hearing their excuses. They wanted a 20% restocking fee for these plants that were still at their facility, so I told them to just send me my plants. That was on September 30, 2024 and I have not heard a word from them. It is going on 4 months now since I had placed this order. I called my credit card company, Discover and I am disputing this. I want the full refund of $200.63 for this purchase I had made and have not received.Business response
11/18/2024
The customer disputed the charge for the order, instead of working directly with our customer service team to come to a resolution, so the order has been cancelled at this time and we are awaiting the results of the credit card dispute.Initial Complaint
11/11/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
In June 2024, I ordered 2 rose bushes. They were delayed in transit and arrived dead. Via email, Nature Hills said they would replace them. They have not. Cost over $200 In July 2024, I place 3 orders approx $700 and never received them. I emailed and called and this company said they were delayed because if heat and them in Labor Day they said they were in the way. Then I keep emailing and calling and they said they should ship soon. Now it’s almost winter and I have nothing. When I asked for a Manager the guy on the phone said there are no managersBusiness response
11/13/2024
We do have a reshipment set up for the customer, along with the additional orders as we have communicated with them directly. Unfortunately, we have had to hold up shipments this Fall due to warmer than normal temperatures at times through the shipping lanes. However, these orders should be shipping soon, as we are working to catch up from the delay, and it should be a great time to plant in their warm growing location.
If the customer does not wish to wait any further, we encourage them to reach out to our customer service team for cancellation or alternative options.
Customer response
11/27/2024
Complaint: ********
I am rejecting this response because: I asked for a full refund, in writing multiple times, the latest being yesterday.i am not at home in the US for the holidays and cannot receive any packages and it us winter. I demand
a full refund for all 4 orders.
Sincerely,
******* *******Business response
12/02/2024
Our service team will reach out to confirm refunds with the customer that can be initiated. Thank you.Initial Complaint
11/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered plants back on August 18th and its now November 11th and I have not yet received them. Each time I called I was told that the shipments were imminent. I am beginning to doubt those plants every existed.Business response
11/13/2024
Unfortunately, we have experienced some abnormal delays this Fall due to warmer temperatures than normal earlier. We have been in touch with the customer and are cancelling as requested.Customer response
11/13/2024
Complaint: ********
I am rejecting this response because: I had to reach out to them and they charged me a 10% charge for cancelling my order.
Sincerely,
**** ******Business response
11/18/2024
We have cancelled as the customer requested, with a reduced cancellation fee, and do consider this matter resolved.Initial Complaint
11/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on July 29, 2024 for 7 Midnight Butterfly Bush. I have never received them. I have contacted them on a number of occasions. The typical response is that they will be delivered when the weather is most appropriate. My last response than email was received on October 31. The response is now our nurseries are working on fulfilling the large volume off orders from the summer. This is absolutely ridiculous. If they are so back-logged, I would think additional people would. have been prided to take up the slack. It is November 5th and my plants in Michigan should have been planted. I am a retired person and it becomes increasingly difficult for me to work outside as fall continues and winter approaches. This was my first purchase from this nursery and I suspect it will be my last. Customer service is way below satisfaction. The responses to my emails are typical excuses. I would not encourage anyone to buy from them and I will compose a review on BBB and google in the near future. I want a total check refund without charging costs for cancelling or I want satisfactory plants to be delivered immediately.Business response
11/11/2024
Unfortunately, we have experienced some delays earlier this Fall due to warmer than normal temperatures through much of the country, but we are working to catch up from that delay. With the customer now requesting to cancel via BBB, we have reached out directly to them with options and look forward to continue to work with them directly to resolve their concerns.Initial Complaint
10/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order with Nature Hills Nursery on July 2nd for a "Harry Lauder's Walking Stick - #3 Container". I have contacted them several times over the past 4 months and they have not been able to give me an estimated shipping date, stating "it's too hot to ship". Today I'd had enough and asked for an order cancellation. They want to charge me 10% to cancel the order. The customer service rep stated that he could ask his boss for an exception. He said he would do that and should know within 24 hours. Within 30 minutes I got an email notification confirming cancellation with a refund minus the cancellation fee... Which i interpret as either the Customer Service rep lied, or didn't bother asking for an exception, or was just blowing smoke... Desired result is FULL refund without cancellation fee. List of calls to Nature Hills Customer Service 7/17/2024 9:41 AM 7/23/2024 12:34 PM 8/5/2024 2:23 PM 9/9/2024 9:20 AM 10/30/2024 12:58 PMBusiness response
11/01/2024
We have been in communication with the customer and have confirmed with them the cancellation without fee. This matter is closed.Customer response
11/11/2024
This matter is closed. I received the refund today.Initial Complaint
10/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchased several plants from the company after about waiting a month have contacted him in regards to shipping. They continue to say it’s because of high weather temperatures. I have read multiple complaints 70+ from other people around the country that have similar issues. This is a scam they continue to take advantage of people and take their money. Don’t deliver a product And blame it on the weather, allowing months to go by from time of purchase to make it difficult to dispute with the credit card company or bank.Business response
10/25/2024
The customer's live plant shipment has been delayed due to higher than normal temperatures well into the Fall, as well as other weather events through the shipping lane and to their destination in Florida. This is to ensure they arrive in the best condition for the customer. We have communicated with the customer directly regarding this and expect to ship their order soon.Customer response
10/26/2024
Complaint: ********
I am rejecting this response because:
Their website states they won’t ship due to it being to hot or too cold it has clearly been with in the “acceptable” range stated on “their website since the beginning of October I suspect they will drag this out because they are so overwhelmed with unfulfilled orders until the temperature drops below their “acceptable” range and say the same thing about it being to cold they company is in Nebraska and I Florida if the product isn’t shipped in the next weeks there will never be a time that temperature meets their “standards” along the route and if that’s the case they should have declined my order knowing that it was never intended to be filled but they certainly accepted payment immediately . I have read 30 or more reviews about this company, stating the same thing along with receiving damaged and dying plants not honoring their one year warranty About replacing the plants and so on none of these complaints are on the better BBB website along with multiple other forms across the internet. It is normal to find a few bad reviews for companies or products, but when people say the same thing over and over again, there’s generally a reason.Sincerely,
**** ***********Business response
10/29/2024
We will continue to communicate directly with the customer and send the tracking information when the plants are shipping their way.
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Customer Complaints Summary
96 total complaints in the last 3 years.
42 complaints closed in the last 12 months.