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Business Profile

Gardening Stores

The Sill Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gardening Stores.

Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/11/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered plants as a holiday gift - recipient never received. Ordered on 12/21/2024, Order #*******, Tracking Number ************. Tracking shows it was delivered on Jan 3, 2025---it was never received. I called and reached a phone number that stated a voicemail box has never been set up. No response to my email, and the Chat feature sends a "verification code" that is never received. This is a SHAM BUSINESS a/k/a THIEVES. It is disgusting that this business continues to operate and is touted in magazines when clearly they are swindlers.

  • Initial Complaint

    Date:05/03/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    To The Sill Urgent Redressal Required: Unacceptable Condition of Delivered Plant I write to express my profound disappointment and outrage regarding the abysmal state of the plant delivered to me recently. Despite my prior attempts to address this issue, your lack of response only exacerbates my frustration, necessitating a more assertive course of action.The plant I received was in a deplorable condition, with dark spots infesting every leaf, serving as a testament to your utter disregard for quality control. This level of neglect is reprehensible and reflects poorly on your establishment's integrity.Furthermore, the presence of webs, an unmistakable sign of neglect and poor maintenance, only compounds the egregiousness of the situation. Such blatant disregard for hygiene and customer satisfaction is intolerable and warrants immediate rectification.As previously communicated, I demand a full refund for the purchase, inclusive of shipping costs and taxes. I adamantly refuse to entertain the possibility of acquiring another plant from your establishment or accepting any form of replacement. Additionally, the accompanying planter, rendered redundant by the condition of the plant, will need to be returned and refunded in full.I implore you to address this matter with the urgency it deserves. Failure to provide a timely and satisfactory resolution will leave me with no choice but to pursue alternative avenues to secure recompense for this unacceptable ordeal.Expecting prompt action and a suitable resolution.Pictures were already sent please review all sent by me.

  • Initial Complaint

    Date:02/27/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a purchase on 2/1/2024 as of today I have received my order my order number is ************* I paid ***** for 2 plants

    Customer Answer

    Date: 02/27/2024

    I ordered the plants on Feb 1 2024 I never received the items that I paid for

    Customer Answer

    Date: 04/23/2024

    Better Business Bureau:

    At this time, I have not been contacted by The Sill Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:12/22/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My coworker sent me a condolence plant that arrived brown and pretty much dead on Nov 28th. I contacted The Sill through chat and received a message that they would email me within 2-3 days. I followed by email on Dec 10th with the order number, my address, and photos of the plant and I received an automated message not to email again because that pushed me back in the queue. I never received any actual response from them. I tried calling the number listed for their customer service on the ******************** today (12/21) and their voicemail is full. Today is December 21st and I still cannot get a response from this company.I'm frustrated that my coworker did such a kind thing, but I cant show her the plant on our zoom meetings because it would make her feel bad. The Sill has had TERRIBLE customer service and charged my coworker roughly $100 for a dead plant and given me the task of following up with their non-existent customer service when my mom just died. I've kept this stupid plant that makes me feel bad because I know the moment I throw it away I'll be asked to provide some additional proof.Do not buy from them.

    Business Response

    Date: 12/27/2023

    Hello ***,

    We wanted to express our sincere apologies for the issues you have experienced with your most recent plant. It is truly disappointing to hear that the plant arrived in less-than-perfect condition. We also apologize for the delay in response as we are small team working with a larger volume than usual. We will certainly share this feedback with the team so we can identify potential issues and in order to improve the customer experience. We do take your feedback seriously and want to make contacting us seamless!

    It looks like one of our team members was able to assist you and issue a full replacement to the correct address. We have also added on express shipping as a courtesy. 

     Again, we are so sorry that we were not able to resolve this for you sooner. If you have other questions or concerns, please don't hesitate to let us know, we are always happy to help!

     

     

  • Initial Complaint

    Date:11/28/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered two plants-- order *******-- and NEITHER came. *** contacted them multiple times and they are not responding nor helping.

    Business Response

    Date: 12/15/2023

    Hi there,

    Thanks so much for your honest feedback. We want to express our sincere apologies for the issues you have experienced with your recent plant purchase and any frustration this may have caused you. It looks like someone from our team resolved this matter for you on 11/28. The plants were delivered, with photo evidence, and we are so sorry that you did not receive them. We issued a full refund on the same day, 11/28. Once again, we apologize for the inconvenience and hoped to make this right with a refund. 

  • Initial Complaint

    Date:06/30/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought two plants from this store and had them delivered. I assumed they shipped from their stores in *** (I live in ***). Turned out they shipped the plants from Alabama. I never would have bought these plants if I knew that. Shipping was $25.One plant was $70 with the planter - and it came many days later with a broken dish. The plant was also in bad shape - with broken stems and many fallen leaves. I contacted them and they said they would send a plate - but had not problem with the plant - despite my sending a picture. Each day I sent a picture, showing them that more leaves were coming off and stems were hanging by a thread. I wanted a replacement or a credit, as they represent on their website if the plant is not okay within 30 days, they issue a replacement.They actually do not really honor that. As you will see from the attached, I am only being credited $40 - and now have a large planter with a dying plant, and wasted $25 on a delivery. This is not okay, I either want a replacement plant delivered to me - or a full refund. I have no use for a big planter without a plant.

    Business Response

    Date: 06/30/2022

    Hi there. Thanks so much for reaching out and sharing your experience - we're so sorry to learn that there were some issues this time around. While we have shops located in ********, all online orders currently process and are shipped directly from our greenhouse. Our customer service team will be in touch shortly in regard to this, but I wanted to confirm that we have gone ahead and put in a request for a new plant to be sent your way. You will receive separate tracking in regard to this once on its way, but let us know if we can support in any other way from here in the meantime. 

The Sill Inc. is NOT a BBB Accredited Business.

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