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:04/03/2025

  Type:Service or Repair 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 purchased 02 dancing in the dark rose trees from this company for $190.71. The first shipment came last week March 25th and the branches were completely broken off. When I called the company on that day I was asked if I wanted a refund if they couldn't replace it and I said sure that way I can buy them locally. I was then told I needed to submit a form to even have an opportunity to be refunded. No customer service number to contact to discuss. I received a response via email that they could only offer me a replacement so I said ok and asked them to ship these trees separately and not together. I was told that request was submitted. So on 02 April I received the replacement trees that were in such bad shape. I took about 9 pictures and called the company and in my email stated that I gave them an opportunity to make it right but they failed to send replacement trees that weren't completely broken and not able to be planted. I requested my money back but received an email stating I could only have e a replacement or a store credit. I lost all trust in this business as I gave them 02 chances to make this right and they failed. I feel it is only right that they refund the amount I paid back to my card. I've read their policies and dont see that they dont offer refunds. I feel I didn't get what I paid for and request my money refunded. You can see in the pictures that the branches are broken and no potting soil in the buckets it was all dumped out.

  Business Response

  Date: 04/04/2025

  We are so sorry your plants arrived damaged. We have issued a full refund for your order. Let us know if you need any additional assistance,

  Customer Answer

  Date: 04/04/2025

   
  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:04/03/2025

  Type:Service or Repair 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 ordered 4 European Fan palms. I live in zone 8 which these plants are supposed to be hardy in zone 8. They did not survive winter. I reached out to the company within 365 days of my order. They advertise a survive and thrive 365 day guarantee however when I called them after they did not respond to my emails I was informed this was not in place when I did my order and they would not honor it. They said I would have had to purchase the guarantee that they now advertise as included with their plants. I feel certain I would not have spent so much money had I thought I didn't receive a 1 year guarantee on the palm trees.

  Business Response

  Date: 04/04/2025

  We are so sorry that your palms did not make it. We have issued store credit for the 4 plants that will come to your inbox but please let us know if you need any additional assistance.

  Customer Answer

  Date: 04/04/2025

   
  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:04/01/2025

  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 am filing a formal complaint against Fast Growing Trees regarding misleading advertising related to their 2-gallon wisteria vine. The companys website displays images of well-developed, potted vines in their nursery, which led me to believe that I would receive a similar plant. However, what I received was a bare root plant, which does not match what was advertised.Upon receiving the initial order, I contacted the companys customer service team to address this issue. They replaced the plant but could not confirm that the replacement would align with what was shown online, despite my providing photographic evidence of the discrepancy. The second plant arrived, and it too was a bare root, not the established, potted vine shown on their website.Additionally, nowhere in the product description does it state that a 2-gallon plant may arrive as a bare root rather than a potted, developed vine. This omission constitutes false advertising and misleads consumers into purchasing a product that does not match expectations.I am requesting that Fast Growing Trees either send me the product as it was advertised or issue a full refund. I believe this deceptive practice warrants investigation by the BBB, as other consumers may also be misled by their inaccurate product descriptions.

  Business Response

  Date: 04/07/2025

  We are so sorry the wisteria did not meet your expectations/. We have issued a full refund for your order. Please allow 3 to 5 business days for this to reflect back to your payment method on file.

  Let us know if you need any additional assistance.

  Customer Answer

  Date: 04/07/2025

   
  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:04/01/2025

  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 about $1000 worth of product from this site last week (March 26) but noticed after checking out that some of it was unavailable in ***** so I messaged them and asked for those products to be changed, They responded (March 27) and let me know it would have to be cancelled since changes can't be made to which i agreed. I received confirmation in that same email thread that the order was cancelled and my refund was being processed. I went ahead and ordered my plants from a local nursery instead and got those put ********, I got a shipping notification from Fastgrowing trees that my order had been shipped so I reached out to them for clarification. The response I got back was that I have to wait for the order to get to me and then returned in good condition before I can get my refund. Not only is that not remotely what I had been made aware of, but I am going out of the country tomorrow so can't guarantee anything with regards to the delivery and return. I was supposed to receive the refund this week and obviously have use of the money seeing as I had to reorder from the local nursery

  Business Response

  Date: 04/02/2025

  We are so sorry for the difficulties you had with cancelling your order. We are attempting to redirect the items that have shipped and we have cancelled the items that have not shipped. I went ahead and processed a full refund for your order. Please allow 3 to 5 business days for this to reflect back to your payment method on file. 

• Initial Complaint

  Date:03/29/2025

  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 placed an order for 20 trees 1-2 feet tall. The hard winter killed them and I was in constant contact with this business. They gave me a store credit because it was within a year. They told me maybe if I purchased bigger trees they would survive so we then placed an order for 40 trees 4-5 feet tall spending over $3,200.00. Again in contact and again was told they all died, however this time I didnt buy a warranty they said so no store credit will be given because this was a large order. To my knowledge because this was such a large order there was a year warranty! They now have a year warranty on all orders but because I placed an order before they implemented this they would not give a store credit. Their words not mine. We were prepared to order 60 trees of a different kind based off their advice however we feel swindled out of $3,200.00! This place charges twice as much for trees as other stores but we felt they were helpful and with the warranty we couldnt go wrong.

  Business Response

  Date: 04/02/2025

  We are so sorry that you trees have failed to thrive. We have reached out directly to provide assistance and have issued store credit for the trees so that you can reorder. 

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair 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 had believed I was a valued customer of **********************, having spent nearly $1,000 as a residential customer over the past year. However, I have been struggling to get two of my purchases replaced and have encountered significant difficulty throughout the process. I would have preferred to speak with a representative to resolve this issue, but when calling customer service, the automated message states that warranty inquiries can only be handled via email. Since the beginning of March, I have been trying to obtain a refund for my purchases. I originally reached out requesting a warranty replacement for the Bloodgood Japanese Maple and the Lemon ***** ****. After numerous back-and-forth emails with multiple representatives, I was ultimately told that because I have two accounts, my purchase was made in March, but the warranty policy did not start until April. This is unacceptable, especially considering my history as a loyal customer. I am requesting a full refund for both the Bloodgood Japanese Maple Tree and the Lemon ***** ****.

  Business Response

  Date: 03/31/2025

  We are so sorry your Japanese Maple and ***** Lemon did not make it. It does appear your first order was placed without including the One Year Warranty. We apologize for any confusion this has caused. As a one time courtesy we have honored the warranty policy for your first order and issued a store credit for the Japanese Maple and ***** Lemon which will come to your inbox. Let us know if you need any additional assistance. 

  Customer Answer

  Date: 03/31/2025

   
  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:03/20/2025

  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.

  Fastgrowing trees advertise Alive and thrive guarantee up to ********************************************* due to deer damage for deer resistant advertised (on the site and feature of the plant) company refused to refund about $150 for 6 bushes. That seems false advertising.Additionally, the only reviews on the website they allow to post are 5 star reviews - totally skews their unthoughtfull customer service.

  Business Response

  Date: 03/21/2025

  We are so sorry that your trees perished due to deer. Unfortunatly our Warranty does not cover damage caused by wildlife. We have reached out directly to follow up and agreed to honor the warranty for the 6 trees that have perished and can issue replacements if you cover shipping or issue a store credit for the price paid for the plants. Let us know if you need any additional assistance. 

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair 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.

  After researching several options for purchasing trees for my landscaping project, I landed on Fast Growing Trees as they advertised a one year Alive and Thrive Guarantee with their purchases. I order eight ************************ on 4/15/24 through their website and received an email confirmation (which advertised their Alive and Thrive guarantee at the bottom). I noticed two of the trees starting to die around October and did my best to keep them alive. Another started to show signs of dying about a month later. In March 2025 I checked the companys website to see what I needed to do to file a warranty claim. I followed the steps and submitted the form. I was emailed back asking for more photos and to answer a few questions about the care of the trees. After this information was sent in on 3/18/25 I was notified that the warranty was not added to my cart during my purchase, so I would be unable to file a claim for the three dead trees. I pulled up the website again and found the Alive and Thrive guarantee and nowhere does it state that this was an option I needed to select. I have no recollection of this being something additional that needed to be purchased or added on as it was advertised all over their website that this was what made them different and that every online purchase had this guarantee. After emailing back and forth with ****** on 3/18/25 he advised that at the time I purchased my trees it was an option I needed to select, but the warranty has since changed to be automatically applied to purchases. He was unable to provide me with any proof that my purchase did have this guarantee and simply stated it was in their systems internally. Nowhere on their website or in their terms and conditions does it say that this would only apply if the option was selected at check out. The company is now refusing to honor their warranty that was advertised to me at my time of purchase.

  Business Response

  Date: 03/19/2025

  Thank you for your feedback and we are so sorry you are having difficulties getting your trees replacements. Our One Year warranty was an optional option to add to your order at a cost when you had placed your order. Our Policies changed May 2024 to offer a free One Year Warranty to orders placed online. We have provided a screenshot of our previous terms of service.
  We have reached out directly and offered to coverer the three plants for store credit or replacements. Let us know if you need any additional assistance. 

  Customer Answer

  Date: 03/19/2025

   
  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:03/17/2025

  Type:Service or Repair 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 April 15th 2024, I purchased 64 trees from Fast Growing Trees, along with an additional warranty that explicitly stated my plants would be replaced for any reason within a year. Despite my diligent care, six of these trees have perished. I reached out to the company to exercise my warranty and request replacements for these trees.Fast Growing Trees has refused to honor the warranty, claiming that the trees were lost due to cold weather and are not eligible for replacement. This reasoning is inconsistent and unfounded, as all 64 trees were planted in the same backyard, experienced the same climate (Zone 7), and followed the same watering schedule. The other 58 trees are thriving, demonstrating that the six I am seeking to replace did not succumb to general weather conditions but rather to other factors covered under my purchased warranty.Despite multiple email exchanges, I have been met with dismissive responses and refusals to replace the trees as promised. The warranty I purchased was not the company's free Alive and Thrive policy but an additional paid warranty, explicitly covering plant loss for any reason. The company is now refusing to stand by their own terms.

  Business Response

  Date: 03/18/2025

  We are so sorry for the confusion with your warranty coverage. We have reached out and assisted with replacements for the 6 trees that have perished., Let us know if you need nay additional assistance. 

  Customer Answer

  Date: 03/19/2025

  Thank you for finally acknowledging the mistake and processing the replacements. I appreciate that this matter is now being resolved, and I look forward to receiving the replacement trees.
  
  That being said, I am disappointed in how this entire process was handled. It should not have taken multiple emails, repeated explanations, and the threat of escalation for the company to honor the warranty I paid for. The responses I initially received were dismissive and contradictory, despite my clear and reasonable request.
  
  I hope that this situation leads to better training and internal review so that future customers do not have to go through the same frustrating experience to receive the service they were promised.
  
  Again, I appreciate your assistance in getting this resolved, and I look forward to receiving confirmation of shipment.
  

• Initial Complaint

  Date:03/03/2025

  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 contacted fast growing trees when several of the trees arrived looking quite sick, I was told to email them photos, which I did because were under warranty. The woman on the phone verified that we were in the right growing zone and recommended that I use some special soil that had added fungaland bacteria to help the roots grow quickly. I did take her advice and used it when the new trees arrived. However, the trees were dead shortly thereafter, and I had one planted in my yard one planted at my sisters home,the others in pots just to see if the soil was the problem. Time passed and I got a notification that another payment for these trees came out of my account and I contacted them and told them the trees were now dead and I wanted a refund or replacement because of the warranty, I was told that the trees are not underwarranty because of my grow zone and that I shouldve never been given replacement trees in the first place. The woman on the phone named ***** on March 3, 2025 at 1:30 PM. Advised me that you should never buy trees online because will die if theyre not for your growing zone. My growing zone was verified on the first phone call when they replaced two of the trees and I did have the correct growing zone accordingto them at that time. I was virtually scammed into spending $400 on trees that would all die and would never have a chance to grow in my ZIP Code. I feel it was fraudulent and misleading advertising, I was in the correct growing zone at the time of the order or else they wouldnt been able to enact the warranty initially, now they are changing their story and saying that I do not live in the grow zone, and I believe that they are changing the story because they do not want to refund my money for the sickly trees that were shipped. Im asking for a full refund, I would have been happy with some replacement trees that would grow in my location, but they did offer me that option. Im paying interest on dead trees that were under warranty.

  Business Response

  Date: 03/04/2025

  We are so sorry your trees have perished. Since plants are living products, they react to their environment and we are Unfortunatly unable to Warranty or Guarantee plants grown outside of their recommended growing zone. Since you are located in zone 10, it is not recommended to grow the selected trees in your location. We sincerely apologize for any inconvenience this has caused. We have attached our terms of service.