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:08/28/2025

  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.

  I purchased plants from Fast Growing Trees, LLC on their website on the evening of 07/10/25. I changed my mind afterwards, and since it was after hours, my only choice was to call them first thing in the morning. They have tight time restriction for cancellation, and I'm penalized because they're on the east coast and I live on the west coast. Regardless, I ended with two chat sessions, one on 07/11/25 and another 07/16/25. It became quite apparent that in both chat sessions that the people with whom I was chatting were dishonest and deceitful. Details are outlined in my Narrative. I asked to cancel and asked for a refund. They said it was too late, which I find hard to believe, based both on their dishonesty and the circumstances. I just want my money refunded.

  Business Response

  Date: 08/28/2025

  This order was placed online on 7/10 and was processed for shipping on 7/11. The timestamp for this being picked up for shipping shows 7/11 at 11:21 am EST. We received initial contact via chat requesting to cancel this order on 7/11 at 12:44 pm EST. Unfortunately, since this was already picked up by ***** and a tracking number had been automatically sent once shipped, we were unable to cancel this order. 
  We received correspondence via chat on 7/16 asking about returning the order. This order was scheduled for delivery 7/16 and we were advised that this was delivered. Although we are unable to accept returned plants and trees, our Alive & Thrive Guarantee covers any issues with your plants for the timeframe specified at the time of purchase. This helps us keep all of our plants healthy, and allows us to protect the plants and trees at our nursery from any pests or disease a plant may have come into contact with after it leaves our property.
  We have attached our full Terms of Service as well. 
  

  Customer Answer

  Date: 08/28/2025

   
  I am rejecting this response because:

  In Fast Growing Trees, LLCs response, it is stated that The timestamp for this being picked up for shipping shows 7/11 at 11:21 am EST. We received initial contact via chat requesting to cancel this order on 7/11 at 12:44 pm EST. The order was placed on the evening of 07/10/25, after business hours. According to the Terms of Service (*****************************************************), under the section Cancelling an Order it states that cancellations and changes must be made within four hours of placing your order. Since it was after hours,it stands to reason that the four hours commences as soon as business hours resume for customer service, which is 9:00 am EST. Four hours later is 1:00 pm EST.
  
  It is curious that Fast Growing Trees, LLC allows cancellations and changes within four hours, yet they had the order picked up only two hours and 21 minutes after business hours were available to customers. This curiosity notwithstanding, contact was made, according to the merchant themselves, before the four-hour time limit.
  
  Therefore, their response does not hold merit, and I reiterate my request for a full refund.
  

  
  

  Business Response

  Date: 09/01/2025

  Thank you for your reply and we appreciate your feedback in regard to our cancellation policy. Our regular office hours are 7 days a week from 9am EST to 8pm EST and you can also contact us via our Contact us form if you are unable to reach us by phone: ****************************************************;

  Unfortunatly, the initial correspondence came in after the order had been assigned tracking, and we are unable to cancel an order once it has shipped. We provided informaiton as to our Guarantee policy and full terms of service. 

  Customer Answer

  Date: 09/01/2025

   
  I am rejecting this response because:
  

  Thank you for reading my response regarding your cancellation policy. I still contend that you violated your own policy by arranging for ***** to pick up the order before the four-hour time frame in which cancellations are allowed.
  
  It is not reasonable to believe that the four-hour time frame commences the moment the order is placed online, considering the fact that the order was placed while your office was closed. This would make the four-hour time frame an arbitrary and frivolous policy, given that you would not be better off if the cancellation were made any time before the opening of business. One could logically assume that the intent is for the four-hour time frame to commence once you begin business.
  
  Moreover,even though you have a Contact Us link on your website, internet access is sometimes spotty and unreliable, so one cannot depend on being able to access the internet nor can one depend on the message being transmitted successfully.
  
  I appreciate that you have provided me with your Terms of Service, and that you have informed me of various options for cancelling an order. It is my belief that based on my interpretation of your cancellation policy, as Ive outlined above, I did cancel within your cancellation policy. While I admire the expediency with which you send out your orders, it does come with the risk that we have experienced.
  
  Therefore, I once again request a full refund. With all due respect, my only other option is to file a dispute with the issuer of the credit card (**********), and I am confident that ***** will decide in my favor. However, this will require much more paperwork for both of us, and I was hoping to avoid this turmoil by reaching an agreement through the BBB.

  
  

• Initial Complaint

  Date:08/11/2025

  Type:Delivery 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.

  I ordered ***************************** horrible condition. Worms all over, dead leaves, small

  Business Response

  Date: 08/13/2025

  We are so sorry that your hydrangeas arrived in poor condition. We have reached out and provided assistance under our 30 Day Guarantee. Let us know if you have any additional questions.

• Initial Complaint

  Date:08/09/2025

  Type:Service or Repair 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.

  We bought several trees and bushes from fast growing trees. All of them are growing really well and beyond our expectations except one tree that looks exactly the same as when it arrived. It is literally a stick coming out of the ground with no leaves or anything. just the ribbons where it was spliced. I have filed warranty claim at several times (lost count how many) each time they have another reason or thing to try and I have to refile a claim each time. All of the original instructions have been followed for all the plants. Only this one does not grow. An entire growing season has past and I feel they are just waiting out the warranty period or trying to get me to stop trying through frustration. This should be replaced with a larger sized one at this point before it gets too cold to take for the season.

  Business Response

  Date: 08/11/2025

  We are so sorry that your tree perished and you had difficulties getting assistance with the One Year Warranty. We have followed up and were able to process a store credit for the tree under our Warranty policy.

• Initial Complaint

  Date:08/08/2025

  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 made two orders with Fast Growing Trees, but will not ever again. Several trees died on the first order, and were replaced without hesitation. But not for the second order. I chatted with a representative about 2 1/2 week after receiving the trees because 7 of the 20 had died. I was told they may be dormant or shocked and to give it a few weeks. I was also told to wait in case other trees died. I reached back out a week or so later and they refused to send me replacements unless I paid $30 for shipping, something they didnt do the first time. I was told it was because I went past 30 days. I told them that I tried and the representative told me to wait. I was told by the newest representative that they have no record of my chat and ensured me they kept records of all conversations. Sounds like they are telling me that Im not telling the truth. Long story short, they wont help out in any way so Ive asked for my account to be deactivated and all promotions to cease being sent to me. ***** this company. Totally unacceptable

  Business Response

  Date: 08/12/2025

  We are so sorry that you experienced difficulties getting assistance. We do keep a record of all conversations, but these may not link if you reach out via an email not associated with your order. We have reached out directly and provided additional assistance under the guarantee.

  Let us know if you have any other questions or concerns.

  Customer Answer

  Date: 08/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.  They have agreed to send me the replacement trees and, as long as that is successfully filled, then I will be satisfied with this resolution.
  
  Thank you. 
  

• Initial Complaint

  Date:08/08/2025

  Type:Service or Repair 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.

  Bought a 3 to 4 foot flowering hydrangea tree wilted with broken branches and flowers. Show me a suitable replacement telling him how disgusting the first one was and they sent me one even worse with dead branches and wilted leaves snapped off.

  Business Response

  Date: 08/11/2025

  We are so sorry the replacement arrived in poor condition as well and have reached out to provide additional assistance under our guarantee. 

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair 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.

  I purchased an Asian pear tree 5 years ago. This year it finally fruited. They sent the wrong variation. Its a ********. So I ask for my money back and they said no. But they would send me a new tree...LOL so i can wait 5 years AGAIN. ****

  Business Response

  Date: 08/06/2025

  We are so sorry your pear tree was not correct. We do guarantee our trees to be true to variety and have reached out directly to offer additional assistance. 

  Customer Answer

  Date: 08/06/2025

   
  I am rejecting this response because: The ONLY reason they are offing now is because i filed a complaint. Not taking the money is my investment in protecting other customers from these folks. Awful.
  
  

  Business Response

  Date: 08/06/2025

  We are so sorry, since we do guarantee our plants to be true to varuiety and were able to confirm this was incorrect, we have offered to issue a replacement, store credit or a refund for the item under our guarantee. Let us know if we can be of additional assistance and we will be happy to help. 

  Customer Answer

  Date: 08/06/2025

   
  I am rejecting this response because: i am not taking money to change my complaint. What else do u need.
  
  

  Business Response

  Date: 08/07/2025

  We do guarantee our products to be true to variety and have followed up to offer a resolution. Since this did produce the incorrect fruit, we can issue a replacement of the size we have in stock, a store credit, or a refund for the tree under our guarantee. Let us know if we can be of additional assistance.

  Customer Answer

  Date: 08/07/2025

   
  I am rejecting this response because: i will not change complaints and stop asking me too update info. They offered me money and I said no cause they made mistake. 
  
  

• Initial Complaint

  Date:08/04/2025

  Type:Delivery 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.

  Ordered 10 trees, followed their care & watering instructions. Used their enhancement products. After one month, trees started dieing off. I contacted their costumer service, every since we have been given the run a round. Currently there are only three trees that show life & are growing.

  Business Response

  Date: 08/05/2025

  We sincerely apologize that 7 of 10 of your trees perished. We have recieved photos showing 4 trees and have offered to honor the One Year Warranty for these items, which issues a one time replacement if you cover the shipping or store credit for the price paid for the trees. For assistance with the remaining 3 trees, please forward photos of the plants ot ************************************** and we will be happy to help. 

  Customer Answer

  Date: 08/05/2025

   
  I am rejecting this response because:
  We have sent pictures and answered all of their questions. This has been going on for 5 weeks. They keep assigning different ****** to us. We will submit what they ask for, then in a few days someone new is asking for something else. Just using delay tactics, not honoring the warranty! We have many trees on out property, they grow just fine ! Judging from the many reviews we have read, we are not the first ****** to be treated this way!!!

  Business Response

  Date: 08/07/2025

  We have followed up and processed a replacement order for the 7 trees that have perished under our One-Year Warranty.

  Customer Answer

  Date: 08/07/2025

   
  I am rejecting this response because:
  Their response has not materialized, we will follow up once the transaction has come to fruition. Thank you!

  Business Response

  Date: 08/11/2025

  We have reached out to follow up and provide an update. It looks like the replacement has not shipped yet due to excessive heat and is delayed for 1 week. We will keep in touch to provide updates and will forward the tracking once shipped. 

  Customer Answer

  Date: 08/11/2025

   
  I am rejecting this response because:
  As soon as we receive the trees, we will inspect & provide a positive response!

• Initial Complaint

  Date:08/01/2025

  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.

  On May 31, 2025, I ordered a Tibouchina (**************) from Fast Growing Trees. I was sent a Tibouchina lepidota, a dwarf variety of Tibouchina which is completely different from the plant pictured on the website. The plant pictured, that I was trying to buy, is Tibouchina urvilleana/grandiflora, which has recently been renamed Pleroma urvilleana. I contacted the company to say they were using misleading information online, and were misrepresenting the dwarf plant they were selling as a completely different plant as shown in the photo. They offered me a 10% discount on the order, and said they would fix the false advertising. I placed a rating on the website trying to warn other consumers that Fast Growing Trees is selling a totally different plant than pictured.

  Business Response

  Date: 08/04/2025

  We are so sorry that the Princess Flower plant is not the variety you had wanted. Unfortunatly, we are unable to provide every detail for the plants on each product page however, we do our best to ensure the important details are listed. Our Princess Flower is currently listed as the Tibouchina lepidota variety, that does get to 4 feet at maturity. Please reach out to us directly if you need any additional assistance. 
  

  Customer Answer

  Date: 08/04/2025

   
  I am rejecting this response because:
  I do not expect that you provide every detail about the plant, i am simply pointing out that showing a photograph of a completely different plant than the one you are selling is totally misleading, and false advertising. And you still have not corrected the website and removed the incorrect photo, which you said you would do!? Fast Growing Trees made an obvious error in their online catalogue. Why should i have to pay $80 for your mistake?

  Thank you, **** ****

  Business Response

  Date: 08/05/2025

  We are so sorry the Princess Flower was not the variety you had hoped for. We confirmed with our growers that the variety we currently carry is the Tibouchina lepidota species and are working with our growers to update the photo on the product page. We have followed up directly to provide additional assistance. Let us know if you have any other questions or concerns. 

  Customer Answer

  Date: 08/05/2025

   
  I am rejecting this response because:
  Fast Growing Trees has acknowledged that the photo is incorrect and it is not Tibouchina lepidota. Thank you for acknowleding the error, and pledging to correct it. However, you have not addressed my request for refund, as far as i am aware? I have received the $10 credit, you gave me when i initially contacted you, but that leaves $70. Either find and send me the plant in the photo, i.e. Pleroma/Tibouchina urvilleana- grandiflora, or refund the price.

  Thank you, **** ****

  Business Response

  Date: 08/06/2025

  We processed this as discussed and refunds are reflected back to your account within 3 to 5 business days but you should also have a confirmation email of this as well. Let us know if you need any additional assistance.
  

  Customer Answer

  Date: 08/06/2025

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

• Initial Complaint

  Date:07/26/2025

  Type:Service or Repair 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.

  This company sold me 2 mostly dead trees. I contacted them for support and they told me to basically keep doing what I was doing and add root boost and wait a few weeks, so I did that. The trees proceeded to die and I contacted them again with photos of the dead trees. Now they claim that the warranty isnt valid because I contacted them the second time 2 days past the 60 days when they are the ones that told me to wait in the first place. I followed their instructions and I basically just helped them to not honor the warranty in doing so. Of note, this is my second and third dead tree from this awful company.

  Business Response

  Date: 07/28/2025

  We sincerely apologize that your trees did not recover given time and care. We were able to honor the warranty and process replacements. You will get tracking once shipped, but please do not hesitate to contact us with any additional questions or concerns.

• Initial Complaint

  Date:07/24/2025

  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.

  Company Name: Fast Growing Trees Date of Purchase: 07/20/25 Order Number: ********** Complaint Summary:I am filing a complaint regarding a recent order placed with Fast Growing Trees. Upon delivery, I was extremely disappointed to find that the boxes were severely damaged and the trees inside were in poor condition as a result.Details of the Issue:The packaging arrived torn, crushed, and in some cases completely open, offering little to no protection for the live plants inside.Several of the trees were visibly stressed, with broken branches, damaged root *****, and significant leaf ******* was apparent that the shipping and packaging methods used were inadequate for protecting live plants during transit.Actions Taken:I reached out to Fast Growing Trees' customer service to report the issue and request a replacement or refund. I received no meaningful resolution or **************** responded, but did not offer a satisfactory remedy. Other than providing pictures and they would decide if the trees would be able to live. How can they tell that from a picture.Desired Resolution:I am requesting either a full refund or prompt replacement of the damaged trees at no additional cost to me. I also urge ****************************** to improve their packaging standards to prevent future issues for other customers.This experience has been frustrating and disappointing, especially considering the cost and the expectation of receiving healthy, viable trees. I am hopeful this complaint will lead to a swift resolution.Sincerely,****** ******************

  Business Response

  Date: 07/28/2025

  We are so sorry your trees arrived damaged from transit. We have reached out directly to provide additional assistance under our guarantee. Please reach out to us directly if you need any additional assistance.