ComplaintsforNature Hills Nursery, Inc.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 10 items via an internet search from the company. Within five minutes I noticed the wrong items were ordered. I sent a message to customer service immediately asking to cancel the order. The next morning the company said they could not cancel because the order was already being processed. I called customer service and they said they could try to cancel but it was already in their system. They also said it would cost 20% to cancel. I asked them to cancel regardless. They said they would try and let me know.

  Business response

  06/26/2024

  We have handled this matter and consider it closed.  

  Customer response

  07/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:  

  Instead of doing what is right the business is abusing there position and taking advantage of the customer.  I reiterate, I immediately attempted to cancel my order within 5 minutes.  That the business did not recognize this and still charged a 20% fee on an order over $500 is flat out wrong.  

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

  Business response

  07/03/2024

  Our terms of service were and are clear regarding cancellation.  The customer has been refunded per these terms and this matter is closed.  Thank you.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 6 "trees" from this company and was promised that they would be 3-5 feet tall. You can see in the picture that they are barely 2 feet high. And when you compare them to the ones I got from The Tree Center, they are literally half the tree. And both are the same price. When I asked for a refund, they refused.

  Business response

  06/18/2024

  The customer ordered "Blue Italian Cypress - #1 Container" plants.  They were sent exactly what they ordered... Blue Italians in #1 Containers and in a healthy/viable state.  Nowhere on our site or on their confirmation did we give a height guarantee.  Unless a height range is provided on the site, no one on our staff would ever give a height range - especially a range of 3-5 feet.  On the limited SKU's we sell that are given a height range... we list in 1-foot increments... for example: "3-4 Feet".  We have provided exactly what was ordered and as per our Terms of Sale, we do not accept returns of live plant material.  We consider this matter closed.  Thank you.

  Customer response

  06/27/2024

  What good is the Better Business Bureau if you allow businesses to sell goods that aren't as advertised / promised?  I'm frustrated with the BBB for not getting my money back on this purchase. Shame on you. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couple of trees from nature's hill nursery and bought a 12-month warrantee along with it in 2023, Septemeber. one of the trees has been dying slowly since it arrived. I have reached out multiple time to nature's hill w.r.t a replacement, and only got pushed back with various requests on 'proof of death'. I sent them photos and followed their instructions to 'revive' the tree. but the tree is dying anyways. I tried to call them many times, only got rejected with more absurd excuses, eg, the tree still has a couple of leaves, or the trunk is not completely black, etc. The stuff went so far as to hanging up my calls, cursing me, colluding not to take up my calls. This business is deceptive, they entice you to pay for a watrrantee that they don't have slight intention to honor. stuff are extremely rude. This business should have their license revoked at best. They need to give me money back or give me a live tree. Please help me get this straightened. Thank you so much! ***

  Business response

  06/18/2024

  Hello - the customer knows full well that our policy for replacement can be accessed only if an item perishes within a year of receipt.  Neither of the two plants in question were dead.  They both had live foliage on them.  We gave suggestions for care (removing the grass around one, digging out and planting higher and then adding mulch for one and then pruning suggestions for the other).  Our terms of sale are very clear about this matter.  The plants were NOT delivered in the shape they are in and as such, no refund or reshipment for free is available.  Furthermore, we explained the warranty coverage expiration date is several months away, but again - only when a death-loss occurs can it be accessed.  Our agents received a barrage of emails and calls, were shouted out and talked down to.  Our staff works very hard all the time, but especially in our peak-Spring season.  We do protect our staff from such abuse when it occurs and we will not apologize for that.  We consider this matter closed.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought fruit trees from nature hills nursery. It takes 2 years for a fruit tree to produce fruit. I bought a flat peach from them and got a round peach. Now they don't want to give me a refund for there mistake. The plants was 114 and they didn't sell me the variety I purchased. I already reported it as a scam. To the federal trade commission and my bank account. I found this website with multiple complaints https://www*************************************************************** There was no way for me to know what I was receiving when It got delivered. I knew what I was buying when I was exiting the cart on there website. But they're clearly scamming people. And selling you something completely different from what they are claiming. They said they didn't have it in stock and would just say we can't do a refund at the moment with out a clear reason. I'm sure they never had this variety. They are selling very expensive varieties. But giving you something inferior. My goal is to grow fruit and sell it. I don't work because I have medical reasons. I have spend the last 2 years raising this tree. It's really hard to grow plants in texas with the drought we have had. And have invested a lot of time and money on it. For it not to be what I purchased. I'm pretty broke and was relaying on my gardening to be my means of making money but with this scam it has changed a product I was planning on selling. I've lost a lot of potential revenue because of it.

  Business response

  06/04/2024

  Our team made a more than fair and reasonable offer of resolution to the tune of a full in-store credit for the entire value of the order.  The customer had the item in their possession for more than 800 days and we were still willing to do this.  That is more than fair.  When our team presented the offer, we were met with harassment, vulgarity and the customer spamming all of our social media, phone lines and email systems in a deliberate attempt to hurt our business.  Swearing at our customer service team by phone and through email is not kind or professional and our staff does not have to tolerate it.  

  This matter is closed.

  Customer response

  06/04/2024

  I was very rude. They only wanted to give me half in store credit. They are negotiating on my money. I advise you guys to look at the reviews they have in houzz.com. anyone would be rude when you give them everything they ask you and all they want to do is scam. I bought a flat peach and it's not what I got. You can't find out when a fruit tree is until the 3rd year. Because fruit trees don't fruit till the 3rd or 4th year. So yeah I had it for more then 800 days because I didn't think they scammed me. I thought I had purchased what they advertised. They made me wait till the fruit was ripe. For them to even do anything. They put me on hold multiple times to say they were talking with there management. Them giving me credit. Isn't a solution. Why would a trust a company when I put my time, money. And to do it again having in mind that what I'm receiving wont be whats on there website. I don't work. This is my work. And they scammed me. Did they tell you that they were gonna "call me back" because they were gonna talk to there management. But all they did was block my number. I won't stop till everyone know there scam of a business. Because none of what I have said. Is a lie. It's all true. And they did something illegal and that advertising varieties of fruit they don't have. And selling you something clearly inferior

• Initial Complaint

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  buy one get one free advertised, i bought one and did not get one free as advertised.

  Business response

  05/29/2024

  Hello - our customer service team has clearly explained that the customer's order did not qualify for BOGO.  The customer is simply mistaken.  Each product is clearly marked with a big red sticker on the product name if they are part of this promo.  Furthermore, if a BOGO item is selected and added to the cart, it will automatically create a popup box that allows the customer to secure their free plant.  We are sorry if the customer experienced some confusion, but we try to make this designation as clear as possible on our site.  We do consider the matter closed.  Thank you.

  Business response

  06/03/2024

  We are sorry that the customer was mistaken when ordering.  However, we did not lie and resent this statement.  We have clearly articulated the situation to the customer.  This matter is closed.  Thank you.

  Customer response

  06/05/2024

   
  Complaint: ********  
  I am rejecting this response because: This response seems entirely preplanned. It seems they have been doing this to other customers as well as myself, I need to contact the state district attorneys office as well to be sure they do not continue to run their business in this way in the future. I will be filing another complaint since I have not received the other half of the order I paid for yet. The first half is dying already and I do not think they will make good on that purchase either now that I have read the reviews from other customers. This is a severe case of buyer beware on my part but I continue with it with the sole intention of protecting the next buyer.
  
  Sincerely,
  ****** *******

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a white snow fountain weeping cherry tree order # ********** from nature hills in late feb 2023. I received the tree on may 8th 2023. followed all the planting instructions as always. I have planted numerous trees plants and shrubs on my property over the years and never had an issue. The tree did well when I planted it grew all summer without an issue the went dormant in the winter. This spring it was doing well again growing nicely then all of a sudden it starting dying around may 20th so I contacted nature hills and they told me to send pictures which I did. they told me it was some disease probably caused by a number of issues. I asked them to replace it should still be considered under 12 month warranty considering it was dormant and only a few days past the the 12 months. they refused that's why im writing you. I feel they should give me back my money or replace with a new tree. I would appreciate it very much if you help me with this. thank you Dave begliomini

  Business response

  05/29/2024

  The Cherry tree was delivered on 5/8/23.  The customer's coverage is good for 1 year from that date.  We did not get a claim of death-loss until 5/24/24 (16 days after the 1-year lapsed).  When a photo was provided, we saw that much of the plant had foliage on it, so it was not dead and therefore not eligible for a claim (as claims are for perished items, not items that require some care).  We cannot control the growing environment and conditions at the customer site, obviously.  We have offered the customer a courtesy extension of the coverage by 3 months to 8/8/24 - which is a fair and reasonable offer.  We will not be reshipping for free or offering a refund.  We have a policy for assisted replacement which we are already going above and beyond for.  We consider this matter to be closed as we've made next steps clear for the customer.  Thank you.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They shipped my order with an incompletely filled out address label that omitted the business name, so the package was delivered to a neighboring apartment building. They accused me of lying, and said that they had confirmed through photographs (somehow) that the package was taken to the correct location (it was not, which is obvious from the delivery photograph), and as such they would not be helping me with a replacement or any form of refund. I repeatedly stated that there had apparently been an error when inputing my address, that the business name was an important part of it and they'd omitted it, and they refused to even acknowledge that point and stated that they would not be continuing to assist with the issue. They encouraged me to follow up with *****, who have repeatedly and clearly stated that this is the seller's fault and is something for them to handle.

  Business response

  05/16/2024

  Hello - management has reviewed the situation. The order was placed on 4/29, shipped just a few days later on 5/2 and delivered on 5/5. When shipped, we send tracking information so customers can plan for delivery. We do state in our Terms of Sale that lost/stolen packages are not something we'd reship a plant for free for. We are not accusing the customer of lying in any way. We simply have photos from ***** showing delivery to a stoop that matches exactly with the address the customer entered when placing the order. As far as Nature Hills including the business name, we did not have that opportunity as we did not enter any of the customer's information. That happened at order placement - and our records so the customer entered the information for shipping, not us. We grew a healthy plant, boxed, shipped, sent tracking and were able to get it delivered via *****. We are sorry that someone took advantage of the situation and lifted their property. We understand that is frustrating. If they wish to discuss their options with our service team they may reach out at their earliest convenience. Thank you.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  4/12/24-Placed order (total $142.86)-Ordered 2 Butterfly Bushes & 1 Milkweed. The 2 Butterfly bushes arrived DISEASED on 4/17.Multiple red/brown spotting/yellow leaves covering both.I called company 1 hour of delivery to file complaint & sent multiple pictures to prove poor diseased condition.I want to return diseased plants,& want a refund.They refused to take plants OR refund.I spoke to fellow Master Gardeners & a Horticulturist at County Ext office same day I got plants-showed plants in person.All agreed plants have contagious fungus, & its not rotting because of 'water on leaves' as Nature Hills horticulturist stated. Several emails/calls for 3 weeks-they refuse to replace or refund.They said all plants cut to soil level in the spring for new growth before shipping, but also said the spots on yellow leaves is from summer/fall 2023,& spots/yellow leaves caused from water getting on the leaves back then..That is a lie.(WATER DOESN'T KILL PLANTS & CAUSE DISEASE!) Said nothing is wrong per their Horticulturist who wont talk to me. 2 different stories, neither make sense.Plants are approx 2-3", meaning NO leaves from last year for water to cause disease.Each plant has 3 twigs, and not 2-3 years old they claim on their website.They stone walled me-refused resolution.I tried almost 3 wks for resolution/refund.They wont talk to me.I cancelled Milkweed plant before shipment.They said 12 days for refund for the Milkweed.I called back 2 wks later because I hadnt received Milkweed refund.They said refund for Milkweed completed on 4/29. (I called 5/2.) They said my bank isnt processing refund,& not their problem.Said I need to call my bank & ask for refund to be released.My bank confirmed NO REFUND. Nature Hills refunded me eventually on 5/7 for the Milkweed. I paid $49.99, they refunded me $42.22. they demanded I pay 'restocking fee' for the Milkweed that was never pulled/shipped.Its another way to steal more money.They owe me $100.64 for the 2 diseased butterfly plants.

  Business response

  05/15/2024

  Hello,

  We have responded to this customer's concerns in detail.  These young plants are trimmed down near the base of the plant each spring to allow new growth  to develop from the base and roots, not just on last year's wood.  If the customer feels a leaf is too spotty for their liking, they may pluck that leaf off and anything else that fills in will be new/fresh/green/perfect.  The plant is not in danger of dying from any disease nor infecting the rest of their garden.

  We do consider this matter to be closed.  Thank you.

  Business response

  05/21/2024

  Hello, We stand by our prior statement and consider the matter closed. Thank you,

  Customer response

  05/22/2024

  I see the email where BBB has closed this complaint. I do not agree. This complaint should be closed.
  

  I want to be abundantly clear - I paid over $100 for two diseased plants, and Nature Hills did absolutely nothing to make this right. They said:  “All old leaves/ growth should be plucked off, then new fresh leaves will grow healthy.” I loaded several current pictures, showing Brand New growth, still diseased/struggling to live, there is no disputing the photographs. Nature Hills is doing nothing to make this right, no refund, no discount, no replacement plants at all. NOTHING!!  I have been scammed out of my money. The pictures show at all.

  so if BBB is closing this complaint, how do I ensure this complaint is listed publicly in Nature Hills’ account with BBB showing Nature Hills did absolutely nothing to make any attempts to resolve this matter. I was blown off completely. They cannot be allowed to scam me without it being noted publicly,

   This case needs to show it DID NOT closed in my favor.   iIt needs to be noted publicly:  Nature Hills DID NOT make any attempts to resolve this issue, they refused to take any action.
  

  Consumers need to see they rip people off, steal their money, and deny responsibility, accountability, and do nothing to make it, right. 
  

  please tell me how this will appear publicly for consumers to see? It is crucial your website shows no attempts were made by Nature Hills to make this right.  
  thank you 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 4th, 2023, I purchased a Lambert Cherry tree from Nature Hills Nursery. The website stated that delivery could be expected within 2 weeks. On May 24th, I had not received my order nor any shipping confirmation. I contacted them to inquire and was notified that the trees needed additional time to establish themselves prior to shipment(?) and would be shipped as soon as possible. I expressed my concern that it was getting awfully late in the season for spring planting, but the service rep offered no solution or guaranteed delivery date. The tree finally arrived on June 6th, and, immediately upon unboxing, it was clear the the tree was in bad shape. All leaves were completely wilted and soft. The media in which the tree was potted was course (like pine bark) and poorly moisture retentive. I contacted Nature Hills immediately and was instructed to soak the pot in a container of standing water for a couple of hours to fully soak the media. I did this, and leaves perked up only slightly and were fully wilted again by the next day. I maintained contact with customer service who advised me to continue immersion watering as needed until the tree recovered. So began many weeks of daily watering to try and keep the tree alive. Every day the tree would wilt fully and recover partially over night. The customer service rep assured me that the tree was guaranteed and recommended ongoing intense care. By summer's end, we were finally able to reduce watering without daily wilting, but the tree had lost many leaves, put on no new growth at all, and still looked puny. I suspected it would struggle over the winter due to its poor condition in arrival and a resulting failure to sufficiently establish itself. As predicted, the tree has died over the winter. I have since contacted Nature Hills to request reimbursement. Despite close communication with customer service throughout, they refuse. All communication took place through the portal. I've since been locked out of access.

  Business response

  04/16/2024

  Order ********** was placed on May 4, 2023. The item purchased reflected a shipping estimate of "Ships in May 2023 (weather permitting)" both on our site and on their order confirmation.The order was shipped by ***** on 6/1/23 and delivered on 6/6/23. The customer emailed on 6/6/23 (upon arrival) with concerns about some loose soil and leaf wilting. We responded by email the following day with instructions to  soak the plant and plant. 8 days later on 6/15/23 the customer reached out stating it still had not been planted because the area they wanted to plant  in only gets watered 1x a week (which is not enough for newly installed plants of any kind). That same day we advised that the plant would require (as all transplants do) regular moisture monitoring as it acclimates. We urged the customer to planted. We did not hear back from the customer until 4/1/24 (291 days later) stating the plant was dead. We requested a viability test, which the customer provided and we approved the standard warranty (as the customer had elected not to purchase the extended coverage). This plant should have been soaked well upon receipt, planted as soon as possible and regularly monitored for soil moisture and watered as needed when soil was dry. Leaving it in the pot to dry out day after day is not recommended and why we won't simply reship a free item. The soil medium intentionally does not retain water for long periods of time due to plants getting root rot if left in watery soils too long. With proper care/feeding this plant should have performed nicely. Thank you.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Nature Hills provides coupon codes such as free shipping over a certain amount and $10 for email signup, etc. No coupon codes would be accepted online, so my husband called the establishment for help. The woman he spoke to was so rude, said you can’t use codes (although they are STILL sending me email with additional codes). When he stated as such, the lady hung up on him! This wouldn’t normally bother me, but we spent HOURS going through their trees/shrubs, etc. also ensured we had purchased enough to use the codes and customer service YELLED at us and then hung up, even though we were polite during the entire conversation. This company is a bait and switch scam!

  Business response

  03/25/2024

  Unfortunately we have no record of this occurring. There is not an order number matching any of the parameters (name, address, phone number, email address) provided by the author of this complaint. There is also no record in our phone system of this person calling in using the phone number they provided. With that being said the 'Exclusions' page posted on our website clearly defines the conditions of when a promo code can be used. The Terms of Service (also located on the website) states that a promo code must be applied at  the time of purchase and cannot be applied to an order that is already been placed. 

  Since I am unable to locate any information regarding this event I cannot review the phone conversation and therefore cannot validate the authors version of events. If they would like to provide an order number, email address used to place the order or the phone number used to place the call, I would be very happy to review the conversation.

  At this point with the information provided we are not confident this event occurred as the author has stated. 

  Thank you

*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. ↩