ComplaintsforNature Hills Nursery, Inc.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They don't stand behind their guarantee. I have a dead tree they refuse to replace. I contacted them about the dead tree within the guarantee period. Brittney emailed me wanting me to do a scratch test to determine viability. She sent a video to show how to do the scratch test. Within the video it shows when a tree is DEAD. I sent them their required photos of the scratch test showing the tree is dead at the base where it grows out of the ground. My scratch test looks just like the scratch test in the video showing when a tree is DEAD. When Brittney finally decides to answer emails, (seldom if at all) Brittney tells me to keep pruning until I get to a viable area of the tree. The tree is dead at the base where it comes out of the ground. There is no viable area to prune down too. The tree is dead, and I've sent pictures to prove it. Even after Nature Hills sees my photos showing proof of a dead tree Brittney tells me to keep pruning the DEAD tree! Then she signs off with, Thanks! This was my first experience with Nature Hills Nursery, and I'll never purchase from this ***** company again. They are a ************, ***** company.

  Business response

  05/19/2023

  To Whom it May Concern,

  The customer contacted us 5 days ago with concerns for their multi-stemmed River Birch.  After receiving the requested photos, it was clear that one small stem of the multi-stemmed tree was no longer viable.  It was recommended to prune that part off and the tree will be just fine and flourish, with all of the remaining stems and foliage viable and healthy.  If it does not survive, we can move forward with the one-year warranty on the customer's order.  Please see the attached photo.

  Each email the customer has sent was responded to efficiently, within 48 hours.

  Customer response

  05/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:  This company is saying it is ONE SMALL STEM OF A MULTI STEMMED tree.  I don't think they understand the concept here.  A STEM is a complete tree, not a branch.  A customer can either purchase the tree by SINGLE STEM (proving a single stem is a complete tree in itself) or purchase a multi stemmed tree.  I purchased and received 4 stems because I wanted multi stems.  The company just acknowledged one stem of the tree is dead, which means 1 tree out of 4 is dead.  I didn't buy a multi stem tree in hopes that some of the stems would survive.  If every stem is not viable,  which they have admitted one is not, then that STEM should be REPLACED, which they refuse to do.  This is not just a BRANCH of a tree that has died, it is an entire stem, or one complete tree, of a multi stemmed, multi trunk/tree.  It's an entire tree, that they sell individually that they admitted has died, and they want me to just forget that the entire stem/tree not branch, has died.  It's supposed to be a 4 trunk tree, not 3.  I asked if they are going to REPLACE THE DEAD STEM and I get a gleeful refusal telling me to just get rid of the stem.  They want me to forget about the fact I received a 4 stemmed tree and just settle for the 3 stems now.  They have **** ***** ***** and are beyond belief with their **********, ***** and shameful business practices.  The honest thing to do would be to replace the dead stem.  That's what an honest company would do.  **** ****** ******  **** ** *** ***** ***** ***********  ******  Buyer beware.  They will not honor their guarantee.  As for answering emails, I have to email with the same question more than once to get a response. 

   
  

  Business response

  05/22/2023

  The customer purchased a multi-stemmed tree, and it certainly is still viable and still multi-stem, as you can see in the photo attached, despite what the customer has implied to our customer service team and in their previous message on BBB.  Their warranty is good for one year from receipt and we do stand behind that warranty if the plant does not survive, and as indicated in the terms and conditions. 

  We encourage the customer to continue to water as needed and give it time, as they should be very happy with the result, and we do consider this matter closed at this time.

  Customer response

  05/23/2023

  
  Complaint: ********
  
  *** **** ******* ********** ******* **** ******* ***** *** ***********  "Give it more time" on a dead tree sounds familiar.  Good luck.  I'm predicting the complaints against your company will keep rolling in.  I'm thankful I didn't waste more money on your products.  You have a lot to learn about customer service.  
  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered 14 wildfire black gum trees from Nature Hills Nursery on March 27, 2023 at a cost of $*****. The trees were shipped on April 10, 2023 and arrived at my home on April 13, 2023. I planted the trees the day that they arrived and noticed that all of the trees were dry and appeared very weak. As per Nature Hills policy, I contacted the company's customer service the next day, April 14, and expressed to the representative that I was very concerned about several of the trees condition, as some were much worse than others, but all of the trees appeared dry and weak. I was told by the representative that she would note my concerns with the trees condition so if there were any problems I would be covered under the provision that Nature Hills is notified within 48 hours of any problems with your order. Over the next week to ten days I watered and kept a close eye on the trees hoping to see signs of life. Unfortunately, none of the trees showed any signs of viability and I contacted Nature Hills on April 25, 2023, to inform the company of the issue. I was told to perform a scratch test to determine if the trees were viable and send pictures of each tree and corresponding test to Nature Hills customer service. After sending the requested material, Nature Hills responded that I had told them that only three or four of the trees did not look good but the other trees were 'salvageable' in their words. This is not what I expressed in the initial conversation on April 14. I told them that all of the trees were dry, some much worse than others and I hoped that the trees would perk up once in the ground. That has not happened. Subsequently, Nature Hills has offered to replace four of the trees and I could purchase the other ten trees at a **% discount provided I pay the shipping. They added that the trees are now out of stock and unknown when the trees will be back in stock. Nature Hills has not responded to several calls I placed over the past two weeks.

  Business response

  05/19/2023

  To Whom it May Concern,

  The customer's trees were delivered with a two day shipment, arriving on 4/13.  The customer did notify us the next day that 3 or 4 of them arrived dry, believing them to be stressed in shipment.  We requested photos and a "scratch test" to determine their viability at that time.  The customer did not comply, then notified us on 4/25 that most of the others were not doing well either.  Again, we requested photos and scratch tests, as well as the photos of the concerns from arrival.  We did receive photos then, but none from arrival.

  After many emails, we received the necessary photos to be able to move forward with the warranty, and this was escalated to our management, who generously offered a reshipment of 4 for the original ones the customer was concerned with, despite not receiving photos from arrival.  As we are currently out of stock, we offered an alternative gift card for their value.  The remaining 10 plants are covered for up to **% of their value with the standard warranty.

  The plants shipped from our nursery in healthy condition, with ideal weather and temperatures through the shipping lane, with only a two day shipment.  We have not received other concerns with the condition of these particular trees from other customers, and do believe they arrived in good condition in this case as well.

  We have communicated with the customer effectively and routinely over the past weeks, via email and phone, with clearly stated solutions.  The gift card does not expire and warranty is good for one year from receipt of the plants.  The customer may replace with different plants, or the same when they are back in stock.

  Customer response

  05/19/2023

  This is not factually correct.  Nature Hills did not request pictures or a scratch test upon my initial call on April 14.  I called Nature Hills to inform them of my concerns regarding the overall condition of the trees that I received.  I received fourteen trees all in dry, brittle state.  Some trees were noticeably worse than others but all of the trees received were dry and looked stressed.  My initial call was to satisfy Nature Hills stated policy that their company be notified within 48 hours of any concerns about received plant materials.  I called with the understanding that my concerns would validate any future issues with these trees.  Nature Hills contends that the trees 'they' sent were healthy.  Nature Hills did not send the trees from their ******** store front.  The trees I received came from a third party nursery in ******.  How does this business know the condition of a product that was shipped by a third party in another state?  This question cannot be answered adequately by Nature Hills instead, they seek to place the burden of the condition of shipped goods on the customer.  I complied with all of Nature Hills stated policies as they admit in their answer.  The ten day period reflects my hope that these trees would rally and show some viability.  That obviously has not happened.  Nature Hills contends that 10 days is too long for plant material to be viable.  This is just unbelievably incorrect.  If I had told Nature Hills that my trees had not shown any viabilty within that short of time frame, they would have told me to wait because these trees may be dormant or shocked from shipping.  I request a full refund from this business.

  Customer response

  06/05/2023

  The response from Nature Hills is misleading.  They do not have the trees I ordered in stock nor do they provide any time line as to when these trees will be restocked.  I cannot wait an indefinite period of time for replacement.  Their offer of replacement is valueless as they do not have the type of trees I ordered and I would have to pay full shipping on the ten additional trees, a cost that will most likely exceed the price of the trees I originally ordered.  In addition, Nature Hills states that they shipped these trees from their nursery, this is a blatant falsehood.  The trees I received came from a nursery in ****** not affiliated with Nature Hills.  Nature Hills operates as a drop shipper.  They have no idea of the condition of the actual plants shipped as the product that they sell is actually shipped by different companies often in different states.  That is why their response only addresses the timeline of the shipment and not the actual condition of the product the customer receives.  Nature Hills demands pictures and proof of the trees condition, all of which I provided, within their guidelines.  In rebuttal, I would like to ask where are the pictures from Nature Hills proving that the plants your third party nursery shipped were in the condition your company claims as healthy and viable.  The fact is I received fourteen dead trees from your third party vendor and your company is unwilling to abide by good faith business practices.  I request a full refund of the $**** that I paid for these trees 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order Number #**********, Order Date: 03/30/2023, receiving plants date 04/28/2023, Claim submitted to Nature Hills 04/29/2023 My first time dealing with Nature Hills. Had high hopes so ordered more than $** plants all at once. First batch arrived, 2 dead, pots cracked, roots stink and branches snapped. They rot and stink so much I have to throw them away as they attract deers and bears to my property. Sent in a dozen pictures, first rep say oh there are greens on them so can’t be dead. My landscaper told me dead trees fell on the ground can have green leaves and live branches. So it does not mean anything. Then rep said oh you reported outside 48hrs window. I am like wait how do I know you need to file claim within 48 hours?! Then I went back to claim realized we got the plants on 04/28 and got claim status updated on 04/29 so she lied again. I feel so cheated and have no doubt this is a scam! And I am still waiting for a solution at this point and I paid landscaper to sit around waiting for plants to be arrived. And I bought 1 year warranty as well so I said I don’t want to argue at this point. If you don’t want to stand by your plants then let me redeem warranty. And rep said oh you can’t redeem warranty as they are not dead as that is we as company decided. I am like what so **% warranty can’t even be used?!

  Business response

  06/02/2023

  Several agents within our organization have tried to successfully reach a resolution with this customer. The customer service manager spoke directly with customer and was lead to believe a good faith resolution was achieved. Cust disputed charges after accepting resolution terms (which included near full refund on a gift card and an agreement to reship the damaged plants.) Upon agreeing to resolution terms customer disputed charges which left us with little option but to withdraw from our final agreement. We have exhausted all reasonable attempts to resolve this issue for the customer. 

  Customer response

  06/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: We have been going back and forth with customer service agents for weeks and every agent we talked to find a excuse not deliver its website promise or refuse to admit its plants are dead or honor it is 1-year warranty which we purchased already. We have no choice but to dispute with credit card company as we believe this company is being untruthful. The company's response here is very misleading. We ordered 4 plants, 2 plants never received since March, 2 plants arrived pot shattered and all dead so basically we got NOTHING for the entire order. And They offered store credit only for plants we never received but we asked for credit card refund. And they offered reship for plants are already dead which I emailed to confirm I want credit card refund. As all the weeks of arguing and sending dozens of emails and proof pictures make me lose all trust with this company and I do not want to take their replacement OR Store credit at this point as I am scared of further doing business with this company. We are in good faith the entire time and did everything company asks us to do but we can not get for any refund, instead store credit and reshipment which means further including myself with such a company. * **** ***** ******* ****** *** ********** ***** **** ******* ** ****** *** *** ***** so at this point all I want is to have full refund as I got NO live plants and be done with this. 
  
  Sincerely,
  
  Steven *****

  Business response

  06/05/2023

  Customer was provided gift card for the amount of $****** on 5/8/2023 for the contents of the order that were lost by *****. On 5/10/2023 the gift card was updated to reflect an additional $****** for the cancelled portion of the order. On 5/13/2023 Nature Hills was notified that the customer opened a dispute with his credit card company. At that point Nature Hills believed the customer was no longer operating in good faith and is allowing the dispute process to proceed. 

  Customer response

  06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: We were chasing Nature hills for weeks for a solution and we made clear gift hard is not an option as we purchased with our own credit card and we received no live plants and half order NOT even delivered for the entire order and the same thing happened with few other orders purchases. The dead plants we received and run-around customer service we received confirm this is NOT a business operating truthfully and in good faith, we have no choice but dispute through credit card company ***** *** *** *** ** ***** ******** ******** **** ********* *** ************ *** **** ***** ** **. 
  
  Sincerely,
  
  Steven *****

  Business response

  06/15/2023

  We respectfully disagree with the customers portrayal of events. On 5/8 a gift card was issued to the customer (upon their agreement). The customer reached back out to us on 5/10 stating the gift card was in the wrong amount. We quickly corrected our error and re-issued the gift card on the same day. The customer then opened a dispute with his credit card company, which caused us to deactivate the gift card. Nature Hills operated in good faith with this customer until the credit card dispute was opened after the gift cards were issued.

   

   

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Poor customer support after the sale! In the fall of 2022 I purchased (3) dappled willows and (1) bottle of root stimulator for $******. All (3) dappled willows died through the winter and I decided to pursue Nature Hills Nursery guarantee. I worked with their customer service and sent pictures of the plants and performed a scratch test also at their request and ordered (3) replacements, however, the total came in at $******. You can see that their claim of replacements within one year at **% of the original cost is totally false! I placed the replacement order at 2:42pm on April 24th, however, I sent an email requesting cancellation at 5:56 pm. Nature Hills Nursery stated that there would be a **% restocking charge to cancel the order despite them never pulling the inventory from their store. I escalated my complaint and request for a full refund of the $****** with their Customer Service manager and was advised "they had costs they had to cover" I stated that I was not looking for a credit on my initial order and was willing to absorb the cost of the lost shrubs, however, I felt that a full refund for the "replacement" order was justified.

  Business response

  05/05/2023

  To Whom it May Concern,

  The customer did set up replacements of their plants with the standard warranty, after their original ones did not survive.  The customer did not purchase the optional warranty to provide full instore credit, but we were able to cover **% of the value of the original purchased plants towards replacements of their choosing.

  The replacement order was setup and billed, after the warranty terms were fully explained and the customer agreed to the purchase price and billing for the 3 new plants of their choosing.  This was billed at that time and plants were pulled from the available inventory, so no other customers could purchase them.  The customer changed their mind later and called in the next day to cancel the order.

  When a customer changes their mind and cancels after an order is submitted, it does create additional work for multiple parts of our nursery, which is why the cancellation fee is clear in the terms and conditions.  The customer has already been refunded per the terms of the purchase, and we do consider this matter closed.

  Customer response

  05/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: The business has missed a few key points that were in my initial complaint.
  

  I placed the "replacement' order via the phone and their Customer Service Rep did not advise me there would be a cancellation (restocking) fee if I cancelled the order.

  The CSR advised me the items would ship in 7-14 days, therefore, for the few hours that my order was on the books, they did not have adequate time to "pull the items from inventory" Based on this, they did not incur any additional costs while my order was in the system.
  

  I am not looking for a refund for the plants that died, I have tried to be a good customer and offered to absorb those expenses, if they just refunded my replacement order in full.

  I did not need to purchase their upgraded warranty, their warranty of replacement at **% within a year was adequate, however, local nursery's now have dappled willows in stock and I found them at $***** each ($***** total) their "replacement" price of $*** at **% off is absurd. 

  
  Sincerely,
  
  Paul ********

  Business response

  05/09/2023

  The cancellation policy is indicated in the terms the customer agreed to when placing their original order, and does extend to the replacement order from that as well.  This is commonplace in our industry and in others.

  We typically ship within 7-14 days, do not wait at least 7 days as the customer is implying here, and the work does start immediately when the order is submitted and billed.  The customer's order has been cancelled as requested, in accordance with the terms.

  Various sizes, pricing, and quality of plants abound in nurseries throughout the country.  We pride ourselves on our large variety of high-quality plants, shipped directly to the consumer.

  Customer response

  05/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I will file a complaint with the Attorney General’s Office.

   

  Thank you!
  
  Sincerely,
  
  Paul ********

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order Number : #********** Date Ordered: Friday, September 23, 2022 ******** ******** Butterfly Bush - Quart Container ************ 1 $***** ******** ******** Butterfly Bush - Quart Container ************ 1 $***** Valentine Bleeding Heart - #2 Container ************ 2 $****** Cape Town Tulip - 8 Pack Bulbs ************ 1 $***** Warranty Warranty 1 $***** Subtotal $****** Shipping $***** Tax $**** Grand Total $****** This is in regards to the 2 ******** ******** Butterfly Bushes. They were half dead when I received them last year. But I planted one in my garden and kept one in my greenhouse. Both are dead. I took 4 pictures. Even showing a picture of a cutting from the base near the roots and showing its brown inside meaning the plants are dead. I stated that I purchased a warranty and would like 2 replacements. They said oh no, give it a few months they are just dormant. That was in March. So I gave it a month. They are dead as they were in March. Now they are asking for scrapings of the plants showing more proof. I took pictures, showed the inside, and they won't give me a replacement, store credit, nor a refund. They owe me $** for shipping half dead plants last year. I am going to try to call and speak with a manager tomorrow. I called my credit card company and the chargeback recourse is only 180 days. Which I know this company must know that which is why they originally said no lets wait a few months. I was trying to work with them. I own several acres of land have a monster greenhouse and have rare plants that cost hundreds of dollars that I care for. I have a green thumb and know what I am doing. This was not a problem with the whole $*** order. This was just $** and they aren't willing to cooperate. I would not recommend this company to no one. All I wanted was a couple replacements and I did as they asked. I feel like this company is just trying to steal peoples money. They refuse when you pay for a warranty and past 180 cc protection.

  Business response

  04/26/2023

  To Whom it May Concern,

  The customer placed their order towards the end of September and received them 5 days later, with only one day in shipment.  They were shipped in a healthy, viable condition, with the customer emailing 5 days after receiving them for an order status for the remainder of their order.  They confirmed receipt of the ******** ******** Butterfly Bushes without concerns with their health at that time.  It was not until 6 months later that they indicated their concerns with the bushes.  We asked them to give them more time to come out dormancy, as they don't typically come around that early in the Spring.

  The customer gave them the requested time and sent photos less than one week ago.  To confirm they were no longer viable, we requested a "scratch test", as there was a possibility they could be coming out of dormancy yet this Spring.  Once the results of the scratch tests were received, we did email them in return.  With the purchased warranty, they have received full instore credit for the plants' value, which they can use to purchase replacements or the same or different plants.  This is indicated in the email sent, as well as in the terms and conditions, and we look forward to working with the customer directly to fulfill their future plant needs, while utilizing their credit from the warranty.

   

   

  Customer response

  05/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: This company is * ***** company as you can see by the NUMEROUS BBB COMPLAINTS BY TONS OF OTHER CUSTOMERS. I just got off the phone with them. I submitted everything at their request. They are refusing to replace the 2 dead plants. These plants were small and half dead when I received them. Its a shame I should have recorded every conversation with this company, because they are *****. So now I finally have their "in store credit" and they refuse to replace both dead plants. Their credit will cover 1 dead plant and I have to pay for shipping, so they will not replace my 2 dead plants. They want me to spend $** to replace one plant or $** if I want to replace both. So I paid for a warranty for nothing. Jumped through hoop after hoop after hoop from them. And they will not replace my plants. They want me to spend $***** to replace their dead plants. After I PAID FOR  A WARRANTY. This was my first time buying from this company and I will never ever do business with them again. They have TERRIBLE CUSTOMER SERVICE. Ship you half dead plants and say well they are all dormant lets give it till next season. They are only doing this because if they can make sure customers push their date out and wait, they have no recourse with their credit card companies because you only have 180 days to report issues with a company with your credit card. * ***** ** ***** ** ******* I know this company is scamming people over due to this. This is a *** company to do business with. I guess I will just be out $** from these ********. Because their is no way on this earth I am giving them another $** nor $** to replace the plants. I hope all these reports to BBB protect all future customers. I have had wonderful success buying trees and plants alike from ****** ******* *******, *****, **** ***** and local nurseries near me. I have not had one issue with any of these other places for years of doing business with them. I have learned my lesson, check BBB before doing business with any new company. 

  
  Sincerely,
  Vanessa ********

• Initial Complaint

  04/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 4-5 foot tree from an online plant retailer. I received a 36 in tree (in pot). I was offered a replacement when the item became back in stock on July 20,2022. I’ve been unsuccessful in receiving a partial refund or replacement tree of the 4-5 foot size.

  Business response

  04/24/2023

  To Whom it May Concern,

  The customer unfortunately did receive a short tree in the Spring.  While setting up a free reshipment for them, we discovered we were sold out of them and offered them a partial refund via eGiftcard for the difference in value for the plant, or reshipment when they become available. This was communicated from the Spring into the Summer months, with last communication in July.  However, the customer did not reply until the following Spring, 9 months later.  At this time the eGiftcard is the only option, as too much time has passed to be able to offer the reshipment.  This has been escalated and confirmed by our management after many rounds of back and forth, and we do consider this matter closed.  

   

  Customer response

  04/24/2023

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

  Vendor failed to reship item as described.
  
  Sincerely,
  
  Autumn ********

  Business response

  04/25/2023

  We did ship the correct item only a slightly smaller, but healthy scale, and have offered multiple options for resolution.  We have been clear in communication with the customer and their options historically, and the customer has declined altogether or refused to respond.  At this time, we can send the eGiftcard but are unable to refund per the terms and conditions, and as communicated on multiple occasions recently, through several different avenues.  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two trees and a tree care product from the nursery to be shipped to me. I realized within minutes of my purchase that the trees wouldn't be shipped for at least a couple of weeks. I then contacted them to cancel my order because I wanted to plant the trees sooner than that. They did offer to cancel my order but charged me $** or **% of the cost of the purchase. When I asked what that charge was for, they stated that 'they start working on the order as soon as it is placed'. This is following an email when they told me they couldn't ship my order for two weeks. Those two statements seem to directly contradict each other. I don't mind paying fees that actually cover some cost, but when I cancel my order within minutes of placing it, I can't imagine how they have done $** worth of work.

  Business response

  04/24/2023

  To Whom it May Concern,

  The customer ordered plants to be shipped to a cold growing zone, which may be detrimental to the health of the plants if shipped right now through nighttime freezing temperatures.  This is something we are very careful with and clear on our website that the shipment is "weather permitting".  The work does start immediately on our end, as explained to the customer, as the plants are pulled out of the available inventory so that no one else may purchase them.  They are cared for until it's safe to ship, to ensure that they arrive in the best condition.

  Cancellation after an order is submitted does create additional work on our end for multiple entities within our company, hence the small cancellation fee as indicated in the terms and conditions. We have offered other options to be able to avoid the cancellation fee, with the customer initially requesting "change the order", then to cancel and refund back to their card.  The cancellation is being processed as the customer requested and in accordance with the terms.

  Customer response

  04/25/2023

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

  1) I understand that processing an order requires some work, as it does for all other businesses. I have reviewed the cancellation policies for multiple other nurseries. My first complaint is that Nature Hills does not document on their website why they charge a cancellation fee, as is done on the websites for other nurseries. For example, '**********************' state that they 'take great care in selecting your items and packing them securely. ...because your order is processed and shipped so quickly, cancellations and changes must be made within four hours of placing your order'. Simply charging a fee minutes after an order has been placed, when it is not feasible for any inventory to have been moved, is an unfair business practice and an obvious attempt to take money from the consumer. For many other businesses in the US, the FTC implements a 3-day cooling off period where the consumer can cancel their purchases with a full refund. Unfortunately, that does not apply in this case. Although it is currently legal, it is unethical. I hope this is something that congress considers in the future.

  2) In your response, you state this is a 'small cancellation fee'. Only a large corporation with no understanding and compassion for their customers can claim that $** is a small cancellation fee. This is an obvious case where your desire for profits has won over you desire for customer service.

  3) Yes, you offered store credit to avoid the cancellation fee. Again, this shows how you care only about profit and not about customer service. To me, this basically says 'we are holding your money hostage so that you make a purchase from us'. Furthermore, since going through this experience, * **** ******* **** ***** *** ******** ********** ********* *** ******** ******* ******* **** *******. * **** **** ******** **** ******** ******* *** ****** ** *** ******** ***** *** *** ******* *** *******. These also give the consumer a false view of your business and seems like unfair business practices. This is not the type of business that I want to patronize.

  4) Finally, since going through this experience, I have been researching other online nurseries. Most will tell you the exact ship date, and why it will be delayed due to cold weather, prior to completing your purchase. This was not the case at Nature Hills and was false advertising for my needs. If this information had been displayed while I was completing the purchase I would never have finished my order. I needed to get the plants in the ground so I had to purchase the plants from a local vendor. Thus, it was necessary to cancel my order.
  
  Sincerely,
  
  Mark *********

  Business response

  04/25/2023

  This order was placed 3 days ago, and neither Mother Nature (with its freezing temperatures remaining at night through the shipping lanes), nor the customer with their request to cancel, have allowed us to ship the order.  The shipping estimation was indicated clearly on the website, prior to order placement, as it is on the order confirmation email once the order is submitted.

  We certainly are careful with our live plants, to ensure they arrive in healthy condition, which is one of the things that sets us apart from our competition.

  The customer has decided to cancel the order, after changing their mind and receiving the cancellation options.  We do consider this matter closed.

  Customer response

  04/26/2023

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

  Just because you consider a matter closed does not mean that I have to accept it. 
  
  Sincerely,
  
  Mark *********

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Sept 2022 I purchased a Merlot redbud from Nature Hills. The nursery appears to be located in **, but my tree was shipped from ** which was not disclosed. It was in transit for 5 whole days with temps in ******** in the mid-80s. I emailed them my concerns about the transit times. It did not look great when it arrived, but I couldn't be sure it wasn't partly due to it being fall. I decided to plant the tree (as directed, even amended the soil and covered with mulch) and wait until spring to see if it made it. The tree is now dead. The scratch test showed no green and there is no hint of a bud. When I contacted the nursery, they noted their policy is for the customer to pay **% of the cost of a replacement and HIGHER shipping fees. It seems completely unethical that I paid $*** (including shipping) for the original tree that was most likely dying on arrive. To replace with a similar redbud, not the same variety, I would have to pay another $** (including a higher shipping rate). This policy benefits no one except the nursery. If it was advertised properly that the tree was coming from ********** (extra 1200+ miles) instead of ******** (their available address) and would be in shipping for 5 full days, I would not have bought it.

  Business response

  04/18/2023

  To Whom it May Concern,

  The customer ordered and received a Merlot Redbud in mid September, after 4 days in shipment directly from one of our growing locations on the West Coast.  We do have multiple growing locations, since our climate does not allow all of the plants we offer to be grown in our colder upper Midwest state. This particular tree would likely not do well growing in ********** climate.

  We did communicate with the customer regarding their concerns in September when it was shipping to them, and reminded them to let us know within 48 hours if they had any concerns with the health of the plant at arrival.  We did not hear again from the customer until 6 months later, when it did not develop new buds. 

  At this time, we can utilize the standard warranty communicated to the customer and indicated in the terms and conditions, as the customer did not choose the optional purchased warranty at checkout.  The customer may use that to replace with a different plant at a different sale price if they prefer, and it does not expire until 9/16/23.  

  Customer response

  04/18/2023

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

  1. The company did not disclose that this tree would be sent from **. I would not have purchased it had I known it had that far to travel (an additional 1,676 miles). The extra mileage makes it more unlikely to survive, especially with 80+ degree weather on this end. 

  2. It was in transit for 5 days not 4. Please see the attached shipping progress. The label was created on 9/12/2022 at 6:49 AM, and was delivered to my doorstep on 9/16/2022 at 8:30 PM.

  3. The tree was not broken or visually damaged upon arrival. The leaves had fallen off, but it was also in September when this is already starting to happen in nature. Nature Hills website states the following: 

  Dormant Plant Material: Nature Hills will send out viable dormant plant materials early in the spring or late in the fall seasons. The plants are 100% healthy but may exhibit dormancy. Dormancy can include browning of the leafy materials or the plant may not have any leaves at all. All of this is very normal for a plant either moving into dormancy or if the plant is dormant. Nature Hills will not accept a warranty or loss claim of a plant as a death loss until the customer plants them and the allowable time (up to 60 days) has been given for the plant to exit dormancy in the plant’s normal cycle.
  
  Sincerely,
  
  Jennifer **********

  Business response

  04/19/2023

  At Nature Hills Nursery, we ship our live plants throughout the lower 48 United States, and in no way can we grow nor ship all of our plants from our headquarters.  We do not guarantee shipment from ********, nor is it implied.

  With only a 4 day shipment (shipped late afternoon 9/12 and arrived later on 9/16) in mid-September, it should have arrived in great condition, and we did email the customer 2 days prior to delivery, specifically requesting them to let us know within 48 hours if there was any concerns with the plant's health.

  We encourage the customer to re-read the terms and conditions regarding shipments and the warranty on their order.  We can still move forward with the warranty replacement as indicated previously if the customer will contact us directly, and do consider this matter with BBB closed.

  Customer response

  04/19/2023

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

  With an address of **, it should be noted when shipping live plants that it will in fact travel 1600 miles further. A customer should be notified of where the tree will ship from.

  
  Is Nature Hills indicating that the tree wasn’t boxed until the afternoon of the 12th? From what I understand from *****, that is unlikely. It absolutely spent longer than 4 days in transit. 

  
  It unfortunately seems that Nature Hills has set their policies to preserve their profit (not just the cost to them) at the expense of the customer. 
  
  Sincerely,
  
  Jennifer **********

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May, 2022 Shipment # ****** for Order # ********** I received the cherry tree I ordered on May 17th and immediately emailed them, with pictures, showing that the top was broken. Nature Hills refused to honor their warranty. Since a tree grows from the top up, a broken top means it will never be a tree. It should have been immediately replaced but Nature Hills said it would be fine just plant it. I sent them every bit of information they asked for. We went back and forth many times since not only was THE TREE BROKEN but now broken it was not the 4-5' tree I ordered. Just as expected...in almost a year, it has not grown taller at all. It has leaves and a few blossoms but it is a bush, not a tree. Their warranty says they will replace damaged trees and they refused. Now I want a refund.

  Business response

  03/31/2023

  To Whom it May Concern,

  The customer was shipped a viable tree standing right at 48 inches tall, as pictured in the included image.

  If the tip is damaged or pruned, one of the secondary branches near the top will take over to become the main trunk, as we have communicated with the customer. It was also recommended to prune the lower branching if the customer was concerned about a bush-like appearance of their tree.  As with many plants, much more growth is typically seen the second year from planting, after they are fully established in their new home.

  We have not heard back from the customer regarding any additional concerns since the Fall, and encourage them to send a current image for our horticulturist to evaluate and provide additional feedback.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a tree. It arrived completely damaged in August. I've been in contact with company initially asking for a replacement. Now 3 months later, they want a "scratch test" of the tree before deciding if they will honor their warranty. I want a full refund.

  Business response

  12/16/2022

  Business Response /* (1000, 5, 2022/11/08) */ To Whom it May Concern, The customer's tree arrived with very minor damage shown in the photos they have provided, losing a few leaves in shipment. We have advised on planting and care of the plant since arrival. As the customer is now stating the plant is no longer viable, we do require photos of the plant and scratch test, to confirm non-viability, and to be able to move forward with the warranty on their order. Consumer Response /* (3000, 7, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've sent pictures previously. The plant did not live so I cannot send a scratch test. I want a refund in full. Business Response /* (4000, 9, 2022/11/09) */ The images we received in August show a viable tree, and we aren't able to refund at this time per the terms and conditions, but can move forward with the warranty if we can be provided with images of the plant showing that it is non-viable at this time. We have not received any more recent images and request the customer to resend them if they have attempted to do so.

*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. ↩