Complaints

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.

• Initial Complaint

  Date:06/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 spent a lot of money last year and on this order. I have never had a problem until this order. I ordered plants late February 2024, with a scheduled delivery of last week of May 2024. I paid 235$ for the order. half of the plants arrived skimpy with little dirt in pots. Most especially the 3 papavers totaling $43.50 arrived wilted yellowed with some shades of gray black on leaves. They appeared to me to have been over watered. Too weak to plant and looked worse the next day. One died. I have requested a refund for the 3 palaver on 3 occasions and have heard nothing back from them. I want a refund for these 3 plants. I sent photos. I told them I’d be happy to return them if they provide a return label. Their advertising on their site states if you aren’t fully satisfied they would refund. I could have returned half of that order but I kept those that I thought might survive.

  Business Response

  Date: 06/06/2024

  Hello ********,

  I am one of the owners of *********, and apologize for the delay in issuing your requested refund. Our office manager will be crediting your credit card today for the $43.50. It may take a day or two to show up on your statement.

  I would to know how you contacted us to request the refund. If you called in, then we have an office issue we need to resolve. If you emailed us, there is a good chance your request is still in our Service inbox. In the height of spring shipping we have thousands of emails deliver to our service inbox every week. Those emails contain requests for refunds, order information, questions about our plants - each email must be researched and answered, which can and does take some time. We are always trying to figure out a way to improve that process without sacrificing customer service, and will continue to do so.

  I truly am sorry about your negative experience with *********. I hope you are willing to give us another chance to earn your business.

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

  Customer Answer

  Date: 06/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  Date:04/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have ordered from this company before and always received plants. This time I spent more than $100 and was charged $20 for shipping which is expected for actual plants. Instead I received a bunch of bulbs. I wrote asking if I could return them, since this was not what I thought I ordered, and it's not reflected on the order itself (that it's bulbs, not plants.) No response. I'd like my $111.73 refunded. They should be clear about what they are sending and should not charge excessive shipping fees.

  Business Response

  Date: 04/15/2023

  We are so sorry for missing the customers email.  I have issued a full refund check in the amount of -$111.73.

  Also sending the missing perennials from the order no charge.

  We are deeply sorry,

  ***

  Office Manager

  Customer Answer

  Date: 04/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  Date:03/26/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 asked customer service to remove my name and address from their catalog mailing list. I am not a customer and never requested and DO NOT WANT to receive their junk mail. I just got another catalog and am guessing they will not stop. This may not seem like a big problem, but for older people who can't physically deal with the mountains of junk received every week, it is! I will never do business with any company who sends unwanted flyers and catalogs and will not respond to requests to stop. I never want to hear from them again! Thanks for your help.

  Business Response

  Date: 03/31/2023

  Ms. ****,

  I apologize that you have received unwanted catalogs from Bluestone. We do not have any of your personal information in our system, which means we used a service that collects potential customer information and sells that information to businesses like ours. The very best way to stop this is to register your name and address on the Direct Mail Association National Do Not Mail list. This is a free service and can be found at website By registering, your level of unwanted mail and catalogs should be greatly reduced. We check every address on our mailing lists against the Do Not Mail list, and remove anyone who is registered there.

  
  Kind regards,

  
  ***** ********
  Bluestone Perennials

  Customer Answer

  Date: 03/31/2023

  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, details of the offer I reviewed appear below.

  FYI, I permanently opted out with DMA last year! I received some Bluestone shrubs as a gift last year and started receiving unwanted junk mail catalogs. If you sold my name and violated my privacy, especially since I have NEVER BEEN YOUR CUSTOMER,, it is up to YOU to fix this problem caused by your unethical business practices. It is ludicrous to assert that you can do nothing! If I receive another piece of junk I will have my attorney handle this.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ****
  
  
  
  
   

  Business Response

  Date: 04/04/2023

  Ms. ****,

  We have added you name to our internal never mail  never contact list.  Please accept our apologies that you received our catalog against your wishes.  Believe me that the last thing we want to do is send you something you don't want.  The only way you could ever hear from us again is if a friend or family member once again sends you a gift from us.  Even if that were to happen you will not be mailed any promotional mail or contacted by us.  If you wish to discuss this further - please call 1.800.852.5243 and ask for the owner.  Thank you.

   

• Initial Complaint

  Date:05/19/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed an order with this company on 2/19/2022. The order had a ship date of Late March - Early April. The order arrived in April. One of the plants, a hosta, looked nearly dead. The other plants looked great. There was a note stating that this particular hosta was emerging from dormancy and to contact ********* Perennials if it didn’t work out (can’t remember the exact wording). I was skeptical, but I planted the hosta. No surprise, while all the other plants in my order thrived, that hosta promptly died. I called ********* multiple times, but there was no answer. I eventually emailed them on May 10, 2022. As of today, May 19, I have yet to receive a response. That is more than a week. I called again today (multiple times). No answer. I am wondering if ********* has gone out of business or if this is just how they treat their customers. Likely the latter. I’m sure they’ll only respond after they receive this grievance. Seems to be what they’ve done in previous cases. And how they maintain their BBB A+ rating. One should not have to submit a BBB complaint in order to get someone to pick up the phone or answer a simple email. I would like a refund for the dead hosta plus shipping.

  Business Response

  Date: 06/01/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello ******,
  
  I am responding to Complaint ID ********. We issued a refund for this customer’s Hosta plant, in the amount of $18.95, last week on May 23rd.
  
  We are very sorry to hear of this customer’s complaint, and totally agree her customer service experience was not satisfactory. We have struggled (especially in the last three years) to keep up with customer calls and emails in April and May. There are days when we are so overwhelmed with customer orders and service issues we have had to turn off our phone system. We do explain why the phones are shut off in a voicemail when that happens. A typical spring before Covid would produce about 8,000 customer service emails. The last two years the number of incoming emails has tripled.
  
  If the customer would like to call me for an explanation, I would be happy to talk with her. I own ********* with my husband Bill.
  
  Thank you. Please feel free to reach out with any other questions.
  
  

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

  Customer Answer

  Date: 06/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  Date:05/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Order #****** - ********* ********** - $30.49 The plant arrived dried out and apparently dead. It did not revive after watering. The plant was not packed for shipping. It had no wrap to preserve moisture. I have emailed Bluestone Perennials 4 times and have received no response. I have requested a replacemnt (properly shipped) or a refund. At this point, I am requesting a refund. I have photos of the dried out plant.

  Business Response

  Date: 05/20/2022

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The business has informed the BBB that this consumer has been issued a replacement order as well as a full refund.