Business ProfileforMoon Valley Nursery

It frustrates me having to write this 1-star review. Moon Valley Nursery's (MVN hereafter) products are gorgeous, their property on Eastern is incredible, and the on-site team is extremely helpful. MVN's prices are extremely high relative to other nurseries in the valley, such as Star Nurseries and Hafen Nursery, but their "purple level" products are superior in many ways.

So this is where a 5-start experience evolved into a 1-star fallout. My wife and I were in the market for buying about a dozen trees in the 24" to 36" size. We paid MVN a visit one late evening, only to receive amazing support from one of their design specialists, Robert, in selecting our trees. Robert walked the property with us for nearly 2 hours, having provided invaluable thoughtful insight along the way. We truly valued Robert's time. After making a large selection of trees, we asked how best to "hold" trees and if it was possible to delay delivery a month? The immediate answer was, "Yes, we can easily hold your trees through end of April and there's zero risk of you putting 100% down to tag the trees as yours." We were informed anytime between payment and delivery (before trees are in the ground), you can always make changes or simply cancel your order, no questions asked 100% of your money back. Our response, "Great. Let's do it. Tag them as we go."

Well, the very next day my wife and I shopped around at other nurseries in the area. After visiting Star, we were shocked to find out the very same trees in the very same size were 69% less. We just couldn't justify the price difference. Their sales manager Dave tried to negotiate to save the deal. After realizing the deal was lost, I never heard back. Four days passed with no response. Chase informed us no refund was processed for nearly $14,000. Our money was held hostage for the sake of a deal. Integrity? Communication? Simple refund? 1-star.

The money has been refunded, unfortunately with the install and planting cost in which our competitors do not offer, the price for and installed and warranties of products is a bit more than others but to compare apples to apples the value of piece of mind with plants here in the dessert is not factored in sometimes.

While we appreciate MVN's prompt response to our complaint, there are a few points to highlight:
- We have not received our refund as of April 11th @ 11:30am
- Our complaint and consumer review was not regarding pricing. Our complaint was regarding how our refund request was handled, overall communication from MVN, and the underlying process involving a refund.

Thank you

It takes a few days from the bank for funds to get back on your credit card. Sorry for this bank delay over a weekend.

Once again we want to make every customer happy and satisfied.