ComplaintsforTwo Green Thumbs Miniature Garden Center

• Initial Complaint

  08/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On shipping confirmation, realized the website was sending me the wrong plant, so I emailed the company but they didn't have any feedback. When the plant arrived, the box was seriously damaged, so I refused the shipment and returned to sender, per guidance I've received from ***** **** had several delays in return shipping according to tracking info. The company said the plant was not healthy when it got back due to length of time in the mail, and they are refusing to refund my money.

  Business response

  09/11/2024

  Hi BBB,
  
  It was unfortunate that Mr. ************************** ordered the wrong item. We tried to ask him how we could help but I guess Mr. ************************** wanted this.
  
  We did not feel it was our fault that he did order the wrong thing, he was uncommunicative and manipulative in trying to get a refund from us, we even offered a nice discount on the right tree to make-up for his error, to no avail.
  
  As you can see from the timeline below. Mr. ************************** changed his story as we went along. Trying to address the changes in order to explain to him our policies wasnt working so we ended the conversation when he became combative and threatened us with contacting his bank, etc. He then threatened us again in another email when he learned he was not getting his way.  
  
  Weve been in business since 2001, selling online since 2004. We have never had BBB complaint before weve had two disputes through our bank in the last ********************************************************** finding a resolution. And, normally, our customer understand when they make a mistake and usually own-up to the situation.
  
  But when we do have these disputes, we do a little research on the customer to see if there are other complaints logged as well as we have found, for some people, this is their normal behavior. So, after quick ****** search we find its Dr. *** **************************, a psychologist, to give us some understanding of the kind of person, and his level of education, who is behind this surprising and wholly unnecessary complaint.
  
  Youll also find that Mr. ************************** did not fill out the details of the complaint, only the nature of complaint and the disputed amount which is very surprising you would think he would put more effort into this game that hes playing. (One would also think more effort is needed to actually file a complaint with the BBB, but Im not experienced with how the BBB works.) And, in his complaint details, he mentions, they didnt have any feedback but you can see from the attached email conversation, we offered to help right away.
  
  Ive had to put the **** screenshots and the saved email conversation in a .doc file as your system wouldnt accept the .png and .rtd files. I can send you these raws files if needed of course.
  
  I trust this is sufficient. Please let me know if you need anything else. Apologies for this unnecessary work.
  
  *********************
  TwoGreenThumbs.com
  
  ~~~~
  
  Here's a summary of the timeline. Find attached the entire email conversation, the photos of the plant when it was returned to **, and 3 screenshots of the **** tracking to confirm Mr. **************************s continued manipulation of the events as they really happened.  
  
  Aug. 8th ************************** placed his order with us and received an email confirmation of the order immediately after completing the order. The confirmation email shows the wrong item that was ordered, as well as during the checkout process, where he had to confirm everything before paying.
  
  Aug. 13th Five days later, the shipping confirmation was sent to **************************.
  
  Aug. 16th We received an email from **************************, Hi I did not order this plant. I think I tried to order something else, but I cannot recall what, but not an ******* sprite cotoneaster
  
  Aug. 16th We responded within a couple of hours, at a loss of what to do, Hi ***, Im at a loss here. This is a first. Apologies, we had no idea you ordered the wrong plant. Let me know if we can help. Regards, *****
  
  
  Aug. 19th The item was delivered to **************************.
  
  Aug. 21st Two days later, the return to sender was processed via ****. (Pls see tracking screenshots.)
  
  Aug. 25th - We received an email from ************************** with just the tracking number only.
  
  Aug. 27th - We received an email from ************************** telling us the package had been returned to us. (We could only assume that was what the tracking number was for as there was no other communication from the customer asking to do the return at all.)
  
  Aug. 27th We received the returned box, crushed, with a note on the side (to get the **** to return it for free?) Return to send Box smashed in transit. NOTE: this is the FIRST time we are hearing of the crushed box as being the reason for the return, not because he ordered the wrong thing.
  
  (Also note the size of the box weve been shipping plants and items through the **** system for over 20 years, small boxes just dont get crushed like that. If they did, it would be a corner or edge that would be damaged and the plant inside would be damaged as well neither happened in this case. But, that wasnt the complaint.)
  
  We opened the box and the plant was not crushed or damaged in that way it did, however, suffer badly from the lack of light, air and water for 3 weeks, as expected from any living plant.
  
  We responded,
  
  Hi ***, 
  
  We received the returned box. The plant is in very poor condition and cant be resold.
  
  Unfortunately, we didnt know you were sending it back to us. We would have advised you to open the box and water the plant beforehand. 
  
  See photos attached. 
  
  Apologies again, we did not know that you had ordered the wrong plant. We can offer a 30% discount for the plant that you wanted, if that works?
  
  Regards, 
  *****.
  
  Aug. 28th - We received an email from **************************, If I opened the box, I wouldn't be able to return to sender. Thats it. He didnt ask for a refund or anything yet. Again, we still had no idea of what the customer wanted and no dialogue about the offer we made to help correct his mistake.
  
  Aug. 30th - We received another email from **************************, I didn't hear back from you, please refund. I told you it was the wrong item, you didn't make any suggestions, then the box was seriously damaged when it arrived. NOTE: this is now the SECOND reason for returning the item even though the item was not damaged at all. (See photos attached.)    
  
  Aug. 30th We responded with a lengthy email where we got into the weeds a bit with the timeline of what actually happened and asked him what he thought was fair. The crux is he had 5 days after receiving the confirmation email on August 8th and getting the shipping confirmation email on the 13th, where he should have realized his error. We would have gladly cancelled and refunded his order with no questions asked.   
  
  Aug. 30th We received the 3 photos of the crushed box, (I guess he forgot to send the photos prior to this, but this wasnt the reason for returning the item in the first place.) with the email, I think a refund is fair. I told you it is the wrong item as soon as I saw the confirmation email, (he told us AFTER the item was already in the mail on Aug. 16th see emails.) and the box was completely smashed. It is standard that you can refuse a package if it isn't in good condition. **** mishandled your package and you should certainly take that up with them, not taking it out in me. (Again, the smashed box was not the initial reason for wanting to return the item.)
  
   When I told you it was the wrong item, you didn't say water and return it. (He didnt ask. We did NOT know he was going to return the item.) As soon as I saw the box condition, I put it back in the mail that day. (He mailed it back 2 days after receiving it. Please see tracking screenshots attached.) It sat in the Midwest for several days with the tracking saying it was running late, not sure why but that is also **** fault. (**** sends returns back the slowest and most inexpensive way, which is why we always work with the customer when dealing with a living inventory.)
  
  Let me know if i should contact my bank, etc
  
  Aug.30th We responded, Your explanation of the events that happened are inconsistent with the email history generated over this, the dates on the order process, and the tracking information provided by ****. 
  
  Please refer to the email sent earlier showing the returned plant. The only damage to the plant was that it lacked light, air and water for 14 days.
  
  Unfortunately, it is not in sellable condition. 
  
  We had no idea you ordered the wrong plant until after it was shipped. You had the order-confirmation email for 5 days before the order was shipped - plenty of time to realize you ordered the wrong plant and to ask for a refund. Please review the correct order of events.
  
  Apologies, I dont think I can help with this any longer because of the inconsistency of your explanations compared to what actually did happen. 
  
  *****.
  
  Aug. 30th ************************** emailed, My explanation is 100% accurate. I'll be contacting better business bureau, having the bank pull back my funds and leaving a ****** review tomorrow morning if I don't get a refund tonight
  
  
  

  Customer response

  09/16/2024

  Wow exactly as condescending and unhelpful as I'd expect. I have no idea what you are referring to in terms of manipulation or timeline being off? Calling my attempts to make this right manipulation is your attempt to manipulate me and make me feel guilty. In all communications I said I contacted you as soon as I saw the shipping confirmation stating the wrong name of the plant. I also owned a business that required shipping for many years and **** damages boxes all the time in all sorts of ways. How disrespectful to suggest I damaged the box. This is just principal that I want my money back, you were to lazy to get help from ****. This could have been civil. You are flat out robbing me.
  

   

  Complaint: 22223351
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** Weingarden

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 6/14/22 I ordered 7 miniature Bellium Daisies from Two Green Thumbs in the amount of $48.93, shipping charge of $27.43. These daisies came without any special instructions. I watered them and planted them in a cool evening. I received them approximately 6/24. On 7/1 I emailed them indicating that the plants were not doing well and turning *****. Also their info indicated they were big enough to be divided, that was NOT the case. they measured approximately 2"x2". They obviously were divided prior in order to fill my order. I told them they were planted in an area where I had others purchased by a different company which were all doing well. The response was that it was my fault and the fault of the change in weather. She indicated I did not follow instructions that accompanied the plants (there were no particular instructions). *********************, owner, said it didn't sound hopeful ... that perhaps I could nurse them...to quote her: "Sorry to hear about your daisies". "The only thing I can suggest is pulling the ones that you think will survive and nursing them in pots to see if they come back, and try again - but it doesnt sound hopeful." I replied asking for some recourse, that there were NO instructions. NO RESPONSE. They have NO REVIEWs on their site and do not answer the phone. A message can be left and they will answer via email only. To me this is a terrible way to do business ... once flowers/plants are sent they have no responsibility or concern. Just to close the door and forget about the customer. I am uploading (if I can figure it out) a picture of the remaining live plant ... the others turned ***** and pretty much dissolved.

*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. ↩