ComplaintsforAmerican Meadows, Inc.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered live plants from this company. When they arrived, two were very wilted, stems were dark, and little to no roots. I contacted the company via email and said I would give the plants some time in the pots to come around, the other plants seemed to be doing well and were planted. After a couple of weeks, I didn't think there was a hurry and I was willing to see if they would live, I contacted them again by email to say the plants did not make it. They proceeded to tell me I should have planted them, there were no refunds if I didn't plant them. They did not state this from my first email, I got no response at that time. There was no reason to plant them, there were very few roots on one and the other none showing. The plants were anise hyssop, I also sent photos of the plants in the second email. Order number *******. Their website also states - You can be confident that your new plants have healthy root systems, and are ready to spring to life once they're planted in your garden. These two plants obviously do not, did not, have healthy root systems.

  

  Business response

  05/29/2024

  Hello ******,
  
  Thank you for your previous order. We appreciate your business and are sorry to hear about this disappointing experience.
  
  We never want you to purchase any items you couldn't enjoy in your garden! We appreciate you reaching out via the BBB to share your experience and bring this error to our attention. We see that your original email was originally closed without a reply and that you did indeed let us know about the concerns upon delivery. Our sincere apologies for this inconvenience and oversight on our part.
  
  After reviewing your emails and photos you've provided here we've processed a refund of $21.66 to your previous payment method for the two ************ that didn't arrive in good condition and failed to revive despite your best efforts. You should see those funds in your account within 2 or 3 business days.
  
  Please don't hesitate to reach out again if we can be helpful. We hope to have the opportunity to be of service at another time!
  
  Kind regards,
  *****

  Customer response

  05/29/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 3 plants from American Meadows in ******* on April 4, 2024 for $40.15. I ordered 3 Dwarf ************* Weed plants in 3" pots (the only option) for our Monarch Waystation. Not a big order but an important order. When the order arrived yesterday, I opened the box to inspect the plants. I was terribly disappointed. Two of the 3 inch pots had soil, but no plants....the 3d one had a dead twig in it. I immediately called their phone number and their "recording" said I had a 12 minute hold; it was 21 minutes. I was able to leave a voicemail. I called back a second time about 30 minutes later; hold time was to be 16 minutes. I held for 44 minutes and finally hung up. I called back a third time and tried leaving a voicemail with someone in administration hoping my problem would make it to customer service so I picked **************** ***************** isn't an option when you call them.) No one picked up so I left a voice mail. I then used their scan and tried to upload a picture but it wouldn't take the picture from my Android. I did send an through the scan link. To date, customer service is nonexistent. I want a refund credited to the credit card I used, not another shipment of a dead plant and empty pots. As of today (4:02 p.m. CST) I've not received an email, a telephone call, or any form of communication from American Meadows.

  

  Business response

  04/18/2024

  Hello ******,
  
  Thank you for your previous order. We are very sorry to hear your shipment arrived in poor condition, that is not what we expected and we offer our apologies for this disappointing experience. We are in peak spring season, and apologize for the slower then normal reply time on our end. 
  
  You can count on us to stand behind our one-year Dig In Guarantee when the unexpected happens. We never want you to purchase an item you couldn't enjoy in your garden!
  
  As requested, we've processed a full refund of $40.15 to your previous payment method for this unsatisfactory shipment. You should see those funds in your account within 2 or 3 business days (if you don't already see them showing up).
  
  Please don't hesitate to reach out again if we can be helpful. We hope to have the opportunity to be of service at another time. Thank you again for letting us know about this experience, and allowing us the opportunity to rectify the situation.
  
  Kind regards,
  *****

  Customer response

  04/21/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.   The company refunded my money.  Thank you.
  
  Regards,
  
  *********************

• Initial Complaint

  04/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed two orders from American Meadows on 20 March 2024, and they stated the ship week was 8 April. Everything was going as planned when one order "shipped" 8 April and the other "shipped" 10 April. However, all they did was print the shipping label, and the tracking with **** still has not updated from this status. I called twice and was told the first time the warehouse dropped off the first order with **** on 8 April. I asked for proof and they said they had none. I was told to just wait. The second time I called it was after both orders had not changed status for at least three days. The second person did not even ask for an order number, my name, or anything. They just stated "this has been happening a lot", though every other vendor I ordered from and who shipped through **** recently has been fine. I emailed them yesterday and am awaiting a response, though do not think that will solve anything. They said they have a 10-day policy after "shipping" before cancelling, though I cannot find evidence of this anywhere on their website or in their emails. This company feels scammy to me and poorly-run. I should have read the other reviews before ordering from them. At this point, I would like a prompt, full refund.

  

  Business response

  04/16/2024

  Hello ******,
  
  Thank you for your recent orders. We appreciate you reaching out and offer our most sincere apologies for this extremely unusual and disappointing experience. Please know that we are committed to making this right and stand behind our Dig In Guarantee. We appreciate you bringing this to our attention and will gladly work with you to make this right. 
  
  Your orders should have taken just 3 days to reach you based on average transit time to your location. While we do pack our plants to withstand up to 10 days in transit, that is never the expectation, and we are very sorry that both of your shipments have taken longer than the standard 3 days. We are looking into what caused this, and offer our deepest regrets for the frustration this has caused.
  
  Order # ******* - **** tracking # 9434609105113529365682 - Showing expected delivery on Friday 4/19.
  
  Order # ******* - **** tracking # 9434609105113529167941 - Shows as delivered yesterday (4/15).
  
  Did you receive the shipment yesterday? How did your plants arrive? We're happy to stand behind our one-year Dig-In Guarantee, and committed to rectifying any unexpected issues. We can send replacement plants, issue a store credit, or a refund for any products that did not arrive in good condition. Please let us know how we can assist you and we will gladly do so.
  
  Again, our apologies for this experience, and thank you for allowing us the opportunity to make it right. We look forward to your reply.
  
  Kind Regards,
  *****

  Customer response

  04/16/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I appreciate the business response, though it does not make me want to ever use them again. It is interesting that one of the shipments which I was told had shipped Wednesday did not actually get dropped off to the post office until yesterday. 
  
  I did receive the other shipment yesterday. It was in abysmal condition. More dirt in the box than in the plants, and many of the plants looked like a rabbit had eaten them down. I have little hope they will survive, though we shall see. I hope the second shipment is in better condition. I provided the business photos as proof of the condition of the shipment. 
  
  Regards,
  
  *******************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Today 2/8/2024 I attempted to purchase 1 lb of wildflower seeds for $9.71 as advertised on their website. When this item was added to cart for checkout the price more than doubled. I reached out to customer service through the provided chat option. The first representative agreed that they could see the listed price and product quantity but had the same issue when added to cart. They spoke with a manager and said it was some sort of glitch and this was the price for 1/4lb. The prices shown on the site show the specific quantity/ weight they are for. The manager then enter the chat after I asked if they would honor the clearly advertised price and he refused. I feel like this is bad business and that this product was falsely advertised

  

  Business response

  02/09/2024

  Hello *********,

  Thank you for taking the time to reach out and share your experience with us. That is certainly an unusual error, and we appreciate you letting us know about it. We are very sorry for the inconvenience and frustration this may have caused. We would be happy to honor the price that was showing in error, and agree that is a fair resolution. Our customer care team will be reaching out to you directly to assist with this request. Thank you again for alerting us to this error, and for allowing us the opportunity to rectify this. Please do let us know if there is anything else we can do to help.

  Kind Regards,

  The American Meadows Team 

  Customer response

  02/09/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************************

• Initial Complaint

  04/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid them ****** for an order of plants on March 2nd. Now their site is telling me that I don't have an order.My order number is *******

  

  Business response

  05/04/2022

  Dear ******,
  
  Thank you for taking the time to contact us, and our apologies for the delay in reply. We are sorry to hear you had a frustrating experience using our customer portal to lookup your order and were not able to view your order details using our online look up system. Thank you for sharing your honest feedback on that experience, we do appreciate your candid comments.
  
  We are glad you've reached out so we can assist you with your order. Looking into your order we do see that your order, which was placed on March 2nd and scheduled for shipment the week of April 18th-April 22nd. Our records show that your order was shipped as anticipated that same week as promised. Tracking your order we see there were two packages both of which show as being delivered to you on April 23rd.

  Here are the **** tracking numbers for your shipment: 

  9405509109005501293304 (tracking: https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=3&text28777=&tLabels=9405509109005501293304 +)

  9405509109005501293328 (tracking: https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=3&text28777=&tLabels=9405509109005501293328 +)

  If that is not the case please let us know and we will quickly address this for you.
  
  We did follow up by email to your outreach on April 19th, but it does not look like you've received that communication. We will respond to you there as well to ensure you've been able to have all of your concerns and questions addressed. Thank you again for taking the time to reach out to us and share your experience. Hearing from customers like you helps us to do better going forward, so thank you for allowing us the opportunity to make improvements. We hope you have a great season in your gardens this year.
  
  
  
  Kind Regards.
  Tabar 

  Customer Experience Cultivator

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*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. ↩