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Business Profile

Plant Nursery

Green Thumbs Garden

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Plant Nursery.

Complaints

Customer Complaints Summary

  • 32 total complaints in the last 3 years.
  • 21 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:02/20/2025

    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.
    Ordered 3/23/24 **************** by email 5/28/24 of dead appearing trees. ******* tested as asked. Re emailed 7/12/24 about dead trees, sent pictures, was offered a fall replacement. Told they would reship in late Nov. On Nov 24th asked where they were, told they were just beginning digging. Told them it was way to cold to be planting trees in ******** by then. Told them I wanted a refund. Jan 13th they offered to replace and send a free plant. Told them refund. Not heard a word from them since.

  • Initial Complaint

    Date:11/22/2024

    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.
    June 25, 2024 we ordered a Wahington Howthorn tree from Green Thumbs Garden online, Order#*****. After numerous complaint about shipment delays, we finally received a dead tree on August 2, 2024. We have exchanged over 26 emails with Bre S. and **** (assume they are customer service ***** regarding the fact that the tree was dead and set pictures at their request and gave the tree they sent another three weeks to verify is was not producing any buds or leaves. At first, Bre S. agreed to replace the tree if we would pay another $7.99 replacement shipping fee...we agreed but, requests for instructions on how to proceed never came despite our numerous requests and no replacement ever arrived. After additional complaint, on October 17, 2024, a different **** ****, who was very apologetic, replied that they would send a replacement and waive that additional shipping fee and a promise to ship it "next week". Since then, nothing. We have sent numerous emails in following up but only getting "canned" responses that their email system returned saying that they would respond within 3 business days. I have also called several times. Their automated answering system requesting a reason for the call, a phone number, and promise to reply within 3 days...nothing. In my last email and phone to them I did specify that I would be reporting them to BBB and/or to the ************************************ if they did not reposn within 3 days...that was yesterday. The phone number on their website that I used is **************...you could call and get the same canned message. All we want now is a refund. I do have all of our email correspondences if that helps you but forwarding those would be an EML file and cannot be attached here. I would probably need an email address to forward it to you. Please let me know how or whether you can help resolve this. Thank you. *** A, ***

    Customer Answer

    Date: 12/12/2024

    Complaint #******** Update:

    Bre at Green Thumbs Garden, in response to my complaint to you, sent an email two weeks ago (11/29) asking if we wanted a replacement tree.  My response because our ground here in ** is now frozen for the winter was, "Not anymore. Too late. Would appreciate a refund of $48.98 which was our initial payment to you." We have not heard from them since.  Not sure why, but Bre's email address has changed and is now ******************************************  So, they admit that the tree they sent was dead, did not survive shipping, but have failed, since August to replace it or regund our purchase price. Today, 12/12 I sent a follow up email to them again requesting a refund.  Thank you for your work on this. TAK

  • Initial Complaint

    Date:11/22/2024

    Type:Service or Repair 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 bought some bushes in the spring. They came late, and sat without water for over a week. They told me they would be there before that time. I told them I would be out of town that week. 3 if the bushes didnt make it. I was told they would replace them. I never got them. I have contacted them every three weeks all summer. They finally said they would have them here by mid Nov. I never got them and the last time I emailed them they never returned my correspondence. I need the bushes ,as now I have big spaces in my hedge. No one in our area has these bushes.

  • Initial Complaint

    Date:11/19/2024

    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.
    Ordered 6 fruit trees that arrived the end of August. I immediately opened the box and 5 trees had no leaves and 1 had only a couple. No leaves were in the box meaning they shipped these trees in terrible shape. I immediately contacted Green Thumbs Garden and was told to "Keep an Eye On Them." I planted them in large pots and kept them near our garden where I could make sure they where well watered and babied. Two trees re-grew leaves and 3 completely died. Contacted Green Thumbs (same person who told me to just keep an eye on them) just to be informed it was "Outside the Return Window.) Very deceptive and shameful way to treat customers.

  • Initial Complaint

    Date:10/15/2024

    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 ordered one tree and two shrubs. One tree showed up gangly 6 weeks later with no tracking information and I've heard nothing about the two shrubs. Business has been unresponsive to multiple inquiries for updates.

  • Initial Complaint

    Date:08/01/2024

    Type:Customer Service 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 will send an email thread if I can to this email. I am sure the BBB is familiar with this organization. I ordered five trees back in winter. Two sour cherries, two bareroot pawpaws and a peach. I spent over $175. None of the trees made it. One of my cherries and the two pawpaws didnt have a chance-I think DOA. I requested a refund in spring or new trees being shipped. This was a months long ordeal. Bre S was my contact. Finally she said for $7.99 shed send replacement trees. I am still waiting! Not only did I get charged for dead trees I got docked for an additional $7.99. I was told the trees would go out in a week or two when the weather cleared. When I inquired I was told to be patient. Then when I emailed and said I just want my money back she said no refunds and that I would get a fall or spring shipment. I am beyond irate and I think there should be some recourse to getting refunded. I have been dealing with this for four months and have been given the run around! This company is extremely unprofessional and if you are going to charge me for replacement trees and tell me that they will be shipped then ship them! How can a company just keep my money like this? I would like a full refund of ALL my money! And I do apologize. I am sending screen shots of the emails from my phone. For some reason I cant send them from my phone to your website. But all emails are Time stamped/dated. You will see where *** had to contact numerous times to get responses, I was put off, promised shipments etc.

    Customer Answer

    Date: 08/11/2024

    I have not heard from this company and each time Ive tried reaching out I have not heard in a timely fashion, if at all. It was only by reading others complaints against this very company on your website that I finally filed a complaint. All other complaints sound just like mine and I believe something needs done!  

  • Initial Complaint

    Date:07/04/2024

    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.
    Purchased online for Mock Orange **** on 6/21/24 , they took money but no shippment for item was sent (theft) No response when request for refund made.

  • Initial Complaint

    Date:06/17/2024

    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 placed an order for a weeping white birch TREE on May 28th 2024 and it was confirmed I have all of the paper work on this paid for order.It was confirmed by the nursery and the initial confirmation indicated 5-7 business days to ship. It is now 6/17/24 and I still have not received my paid for white weeping birch tree After several attempts/phone calls to talk to a representative who works at the nursery re the non-delivery of my order as well as several emails to them They NEVER ANSWER THEIR PHONE I have called several times left several messages over the weeks and NEVER EVER RECEIVED A RETURN CALL I have sent several e-mails and finally after weeks received a response from a person identifying themselves as "Bre" stating my tree was being shipped finally on June 7th... it is now the 17th and STILL NO TREE DELIVERED Nor a shipping confirmation I tried to e-mail and telephone Bre again or anyone there who might answer the phone THEY NEVER EVER ANSWER THEIR PHONE IT APPEARS THAT THEY ARE INTERNET CROOKS RUNNING A CROOKED BUSINESS I want my Tree that I paid for delivered to me NOW and in good condition NOW!!

    Customer Answer

    Date: 06/29/2024

    I have requested a refund and they are totally ignoring me... they are thieves.  They cannot be allowed to just ignore the BBB and the consumer they are stealing money from.  Please do all you can to get a response out of them.

    Thank you for your help it is deeply appreciated.

  • Initial Complaint

    Date:06/08/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 2 paw paw trees (order #***** in late February and requested late April early May shipping. When I had not received word it had shipped I emailed on May 7th asking when the trees would be shipped and was advised by Bre that they would be shipped that week. When I didnt receive an email or the trees by May 21st I emailed again and no response. Emailed again June 2nd again no response. At this point I would like either a refund or trees to be shipped immediately. But from reading reviews online it looks like neither is likely from this company.

  • Initial Complaint

    Date:06/01/2024

    Type:Service or Repair 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 placed an order on 4/26/24 for four plants totaling $85.94. Shipping was said to be 5-7 days, with it possibly taking longer due to a busy spring season. *** followed up several times regarding my order with no response. It has been over a month now with no response, and I want to be refunded for my entire order.

Green Thumbs Garden is NOT a BBB Accredited Business.

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