ComplaintsforSpring Hill Nursery

• Initial Complaint

  06/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for trees on May 4th. I got an email saying that the order was received. I called three times throughout the month of May and June to check the status of my order and the customer service team always said it would be shipping “next week”. I finally told them this was the third time I was hearing that - then they told me that item was actually out of stock and canceled my order. Now I am out 40 trees and a years worth of growth because all nurseries are done shipping. They kept my money for 2 months and kept giving me false updates to withhold my funds.

  

  Business response

  06/18/2024

  Hello,

  We would like to inform you that your order was canceled on June 11, 2024. A refund of $520.16 USD was processed to your **** ending in **** via ***** Pay (Acquirer Reference Number (ARN): ***********************).

  We apologize for any inconvenience this may have caused. If you have any concerns regarding the refund timeline, please contact ***** Pay for further assistance.

  Kind regards,
  Michaela

• Initial Complaint

  05/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Lady in Red Climbing Rose bush in a 3 gallon pot on Spring Hill Nursery’s website on 4/29/24 for $69.99 plus shipping and tax which came to a total of $88.14. It arrived in a dilapidated state on 5/6/24. The soil contents were spilled everywhere and the leaves were wilted. I immediately planted it in the ground and contacted customer service. I was told that “bare root roses” typically take 6 weeks to show new growth. The funny thing is, I did not purchase a bare root rose, I ordered an established plant in a 3 gallon pot. After a couple weeks and the plant clearly not making it, I contacted Spring Hill and asked to be credited back to my form of payment. I was not satisfied at all with the product, having received a bottom of the barrel rose bush that was not properly prepared for transit. I was told by customer service that they could not send me another one and I could not get a refund but I could have a “store credit.” I do not want a store credit because I will not use this online nursery again. I want to be refunded to my master card.

  

  Business response

  05/20/2024

  Hello,

  Please be advised that the customer has requested a refund. The processing time for refunds can take up to 10 business days.

  Kind regards,
  Michaela

  Customer response

  05/20/2024

  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. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have placed several orders with Springhill Nursery this year, my first order was for a climbing rose and they substituted the rose for one of a different colour, called and received store credit. Ordered another rose and this order was again substituted with a completely different colour. Ordered two butterfly bushes that arrived dead as well as three clematis that took over a week to arrive and were dead. I’m tired of them forcing me to get store credit for items I didn’t ask or want substituted with colours I don’t want and receiving dead plants because I already know I can’t trust them for correct items or to ship live plants. I’ve also called the number on their website and invoice and it only goes to voicemail and no one returns my calls and if I email customer service, they claim they never got the emails. I just want my money back as I will never use them again.

  

  Business response

  05/10/2024

  Hello,

  We would like to inform you that the refund process for the customer recent transaction has been initiated. The total refund amount is $249.96. Please note that the refund will be issued in three separate checks and will be credited back to the original account holder.

  Should you have any further questions or concerns, please feel free to reach out to us at any time.

  Kind regards,

  Michaela

  Customer response

  05/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  

  I called customer service on 5/13/2024 and the refund customer service is showing is for orders prior to 2024 and not for the orders this year which I have complained to the BBB are for orders:  #***** for $42.21, #***** for $74.92, #***** for $132.88 which equals $250.01.  I still expect to get the refunds on my previous orders but also expect to get them for the fiasco of wrong plants and dead plants received for the three above orders.  The refunds they have previously sent were for my Father’s orders and not my orders as listed in the above order numbers.  
  

  Refunding for previous years orders is NOT acceptable for current year orders.  

   

  
  Regards,
  
  ******** *********
  

  

  Business response

  05/20/2024

  Hello,

  I am pleased to inform you that the issue regarding the customer's original complaint has been resolved, and refunds for the affected order have been issued.

  For any further inquiries regarding additional accounts or orders, please have the customer contact our customer service at ###-###-####.
  Thank you for your understanding.

  Kind regards,
  Michaela

  Customer response

  05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Springhill has not given refunds on the order numbers I previously submitted.  They have refunded orders that were part of their Lifetime Guarantee for prior to 2024.  I have complained about orders I placed this year and received wrong plants, moldy and dead plants.  The number they have provided to call just goes to voicemail and NO ONE responds or returns phone calls.  They ignore emails and when I finally found another phone number for them where I was finally able to speak with someone, I was told to plant the moldy, mushy bare roots and dead plants because they might come back to life and give them eight weeks.  
  

  I will never do business with this company again and have let everyone I know about their horrible customer service and the fact that they do NOT stand behind their products or warranty.  

  
  
  Regards,
  
  ******** *********
  

  Customer response

  05/24/2024

  The $250.01 is what I’m disputing for myself.  The $249.96 is what they refunded for orders my Father placed.  So technically I’m expecting  $250.01 + $249.96.  

  

  Business response

  06/01/2024

  Hello,

  Based on the information provided, we are unable to locate any other orders associated with this customer. If the customer is still disputing the credited amount for the order in question, please ask them to contact us directly. We will need the specific order number they are referring to, as we do not have any information on file regarding the stated amount.

  Thank you for your understanding.

  Kind regards,
  Michaela

  Customer response

  06/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

   Order numbers are *****, ***** and  ***** as previously mentioned.  
  
  Regards,
  
  ******** *********
  

  

  Business response

  06/04/2024

  Hello,

  Please note that the customer used a third-party payment provider, **** *** (******), for their purchase. We have been informed that the customer has initiated a dispute with **** *** to request a refund. The customer will need to continue coordinating with **** ***, as they hold the funds in question and are responsible for processing the refund.

  Kind regards,
  Michaela W

  Customer response

  06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  According to ******, the third party company that funds were paid through, they are still waiting for the funds to be returned from Springhill.  I also spoke with Springhill on the 11th of May and was told that the refund had been processed and here we are a month later and still waiting for funds.  I will also note because Springhill included orders from my Father’s account which were not included in this dispute as he was waiting for refund checks for his orders that it took over two months to get those checks .  He was repeatedly told that it would be 10-14 days and it took over 60 days.   
  

  Springhill has not been honest with any of their correspondence.  

  
  
  Regards,
  
  ******** *********
  

  

  Business response

  06/14/2024

  Hello,

  We would like to inform you that the funds in question were paid to a third-party company, which the customer did utilize for their purchase. As the customer has already opened a dispute with this third-party company, the customer will need to continue working with them directly to resolve any issues and to receive their refund.

  If the customer has any further concerns regarding their refund, please address them with the third-party company.

  Kind regards,
  Michaela

  

  Business response

  06/18/2024

  Hello,

  Please be advised that we attempted to refund the customer multiple times, but each attempt was rejected because the customer filed a dispute with ******. It is our understanding that ****** has accepted her dispute. Unless the customer has paid ****** in full, she will not receive a refund. ****** pays us in full at the time the order is placed, and the customer then makes their payments to ****** until the balance is settled.

  Attached, you will find a file that documents our unsuccessful refund attempts due to the open dispute with ******. Please note that any refunds will be processed back to the original form of payment. Therefore, if the payment was made through a third-party provider, the refund will be directed to that provider, not to the customer directly.
  I hope this clarifies that the customer's dispute is with ****** and not with us. Thank you for your understanding.

  Kind regards,
  Michaela

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Springhill has refunded the monies for the order on the document that they submitted but I’m still waiting for them to refund for order number ***** for $74.92, ***** for $44.99, while this order was previously processed as a store credit that was used and then again was shipped a substitute rose, I am requesting the original money back and I don’t want the store credit.  I clearly stated in my previous statement that there were more than one orders being disputed.  I am still waiting on a total of $122.91 from the above TWO orders.  
  
  Regards,
  
  ******** *********
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with Spring Hill Nursery/Nurseries February. It took several weeks, but I received the order with one dead plant/root. I planted all plants immediately the same day they arrived. I asked for a refund for the dead plant & they advise I had to wait 8 weeks to assure it would not come to life. It did not. I reached out at 8 weeks and was told they only offer store credit, no refunds. They gave me a gift code number to use to get credit of $21.65 (which by the way was LESS than I actually paid for the dead plant), which code I used on 4/20/24 to place an order for a replacement plant and one new plant. I have an email receipt showing that my order #***** of 4/20/24 was $45.17 MINUS the store credit of $21.65, for balance due $23.52. They never sent me either the replacement plant or the new plant I ordered AND they charged my credit card for the full $45.17. When I contacted customer service about this on 4/27/24 to advise they overcharged me, and I never received my order. They replied they have "no way" to refund me. The only option is to now cancel this new order and have yet another, larger, store credit. This is outright thievery. They are forcing me to shop at their store, for ever-increasing amounts. They sent me a dead plant and now have stolen even more money $45.17 and I nothing to show for it. I would like a full refund, NOT store credit, immediately.

  

  Business response

  05/01/2024

  Hello,  

  I wanted to inform you that the customer will receive a total credit of $43.17. The first refund, amounting to $23.53, will be credited back to the customer's credit card. Please note that this process may take up to 15 business days to reflect in the customer's account.

  Additionally, the remaining amount of $21.65, which was initially paid by gift card, will be refunded to the original card used for the purchase. Similar to the first refund, this may also take up to 15 days to appear on the customer's card statement.

  Should you have any questions please feel free to reach out to me.

  Kind regards,

  Michaela

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 12 I ordered online thru a pay in 4 company called zip. Springhill took my funds but never generated a confirmation. They clearly state after ordering they would send a confirmation with order number. I emailed several times before I finally tried calling. First they asked for the order number. So right away there was negativity. Is dint have one. I forwarded all the information to track down the order. The lady she would forward it to the right person right away. It’s been a week. I have received no refund product or any communication. Regardless if they refund or not. They do not communicate with their customers causing huge anger and they stole my money. Period. I don’t want store credit I want a refund.

  

  Business response

  04/26/2024

  
  Hello,

  Please be advised that the customer will be receiving a refund of $61.30. Payment will be issued back to the original card of payment. Please allow 5 to 10 business days for a refund to be processed. Should you have any further questions or concerns? Please don’t hesitate to contact me.

  Kind regards,

  Michaela

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Plants were unrecognizable. Spoke to Spring Hill. Offered credit but had no plan for refund

  

  Business response

  03/26/2024

  Hello,

  I would like to inform you that a full refund has been successfully processed for the customer. An amount totaling $66.56 has been reimbursed to the customer's credit card. Kindly note that it may take 5 to 10 business days for this transaction to be reflected on the customer's credit card statement.

  Should you require any further assistance or have any other inquiries, please feel free to reach out to me at your convenience.

  Warm regards,
  Michaela W

• Initial Complaint

  09/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My grandparents bought me 10 arborvitae plants for my birthday in March and they were delivered to us at the end of April/beginning of May. We planted them per the directions, provided and watered accordingly however, the trees died after a month of being planted. I reached out and was told to give it another month or two while continuing to water, and the trees never came back. So I reached back out and it was asked for pictures as well as the order number. I provided that information and never heard back from the company. I reached out once a week for the last four weeks. I still have yet to receive a response. We would like to receive a full refund, not store credit because we will not be purchasing anything through them again.

  

  Business response

  09/25/2023

  Hello,
  
  Please be advised we contacted via email to get the account holder’s information to who placed the order as the complainant is not the account holder. Once the information is provided, we will be more than happy to assist.
  
  Kind regards,
  Michaela. W 

• Initial Complaint

  07/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In April I bought 3 trees from Springhill which did not arrive until late May. 2 of the 3 are dying/dead. When they 1st started dying, i sent an email asking what I should do. I just got an email saying dig a deeper hole and water. The hole was dug to the directions provided with the trees. I've emailed them 3 more times and no response other than we received your email and will get back to you. Attached are pics of both trees. One is next to the same type of tree bought at home depot that is green and healthy!!

   

  7/17/2023 - Additional information provide by the customer:

  Springhill issued a credit which does me no good since the trees are no long available. Thats what I wanted...either new trees or a refund. 
  
  ****** 

  

  Business response

  07/17/2023

  Hello,

  The customer was advised by email that we have provided a full refund for the items in question. Also provided the customer with an in-house credit that they may use towards their next order and advised that this credit will not expire.

  Kind regards,
  Michaela. W

  Customer response

  07/17/2023

  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. 
  
  Regards,
  
  ****** *********
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased several bulbs for this year. Recd them and planted as suggested. Purchased on 3/10/2023. Recd the statement for payment their plants are guaranteed- to date 6/27/2023 there is not one of the bulbs even sprouting. Purchased - 1 most fragrant peonies collection, 2 summer phlox collection, 1 mammoth mum collection. None of which even have a green sprout emerging- nothing. I’ve gained the family title that my grandmother was given of the “green thumb” . Today recd a statement of “legal action” - they have the “no risk guarantee “ if I have no growth from the bulbs and roots- I feel it applies. The freedom roses sampler I’ll gladly pay for them. Just recd and planted week before last - # ******** order ***********

  

  Business response

  06/28/2023

  Hello,

  We have advised the customer via email that we have balanced off their invoice for the items in question and have also provided the customer with an in-store credit that they may use towards their next order and advised that this credit will not expire.

  Warm regards,
  Michaela

  Customer response

  06/29/2023

  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. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order ******** was placed and delivered in May 2023. One of the five lilacs was dead. Per the company's guarantee, we requested a replacement, but in the short time it took to deliver the lilacs, they are no longer carrying the same plant so they issued a replacement credit valued at $44.67. On 6/18/22, I placed an order for a replacement product valued at a total of $40.60. The screenshots show the full $40.60 deducted from the certificate, the remaining $4.07 on th certificate and $0 charged to my card. They've charged $40.60 to my card and when requested to fix it, they charged an additional $2.66 to the card. I've asked them to cancel the order in full and been told multiple times it would be refunded, but each time I call, there's magically no record of the previous conversation. I've now filed fraud through my bank and cancelled the card that they haven apparently kept on file to charge whenever they please, but I want a refund for the original purchase of the dead lilac per their guarantee. I will not re-order with a replacement certificate or utilize this company again. Internal Case numbers include ******** and 0******** calls were made 6/18, 6/19, 6/19, 6/19 and 6/22.

  

  Business response

  06/22/2023

  Hello,

  Please be advised that both customers were informed by phone and email that they will receive a full refund for a total of $181.84. Also provided the customer with an in-house credit that they may use towards their next order and advised that this credit will not expire.

  Kind regards,
  Michaela. W

  Customer response

  06/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *******
  

*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. ↩