ComplaintsforHolland Bulb Farms

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 100 Stargazer **** bulbs . I was sent the wrong kind. I was asked to send photos of the 65ish plants that bloomed. I did . This is the guarantee that is on the website "MISLABELED ITEMS Although uncommon, human error can occur during the packaging process and items may be mislabeled. If you have received an item that is not true to the variety as labeled, please contact us during the first growing season* with an image of what you received. Submitted images are necessary to help correct any mistakes for future seasons.Once images are received and reviewed, our team will be able to offer a merchandise credit or a refund back to the original form of payment." I have asked for a refund, they have offered a credit to their website. The person on the phone was very rude . They are not honoring the Guarantee.

  Business response

  07/19/2024

  Thank you for reaching out to us.  I do see you did reach out via Live Chat, not via phone call and did explain the items were in fact growing wrong.  Per our Grow Guarantee as you indicate in your message, we do require images of all items that grow wrong so we can use them to help correct any mislabeling or mispackaging mistakes for future seasons.  At that time an image was received with only 10 plants.  Since you did order 100 bulbs, we did ask at that time for more images to help find a suitable solution.  Unfortunately we did not receive the required amount of images but we did offer a courtesy store credit or replacements for next season.  It doesn't appear we have not received which option you would like.  However since a claim has now been filed with the form of payment, we will have to wait until that investigation closes to be able to find a solution.  We certainly do help find a solution for any concerns per our Grow Guarantee. Unfortunately since you did order 100 bulbs and only provided images of a small portion, we did need to ask for more images to be able to help find a solution.  We do stand behind our products and certainly honor our Grow Guarantee when requirements listed in our Guarantee are met. 

  Thank you.

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I sent pictures of 68 that bloomed. I sent several emails, I contacted chat, I phoned, I contacted though Yelp reviews. I have received the refund after contacting payment method. I consider the matter closed.
  
  Regards,
  
  *********************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased bulbs on 1/7/2023--$41.85, 12/2/2023-- $59.89, 12/11/2023--$101.62.Holland Bulb Farms lists a 100% growth guarantee, but when I requested a refund or credit voucher, since only a few items even sprouted out of many bulbs purchased, they refused. The bulbs from the December order , which were for fall planting according to their website, were sent in late December and mid January when they could not be planted outdoors. When I mentioned I had tried to plant some inside, which also never sprouted, they informed me that doing this voided any growth guarantee.

  Business response

  07/16/2024

  Thank you for reaching out to us.  I'm so sorry to hear you are not satisfied with the terms of our Grow Guarantee.  We do have a 100% Grow Guarantee for the first growing season.  If items do not grow within the first season, we do need to be notified within that first season in order for us to be able to find a solution.  After the first season, it is difficult to try to investigate what may have caused the items to fail which is why we do need to be notified within the dates mentioned in our Grow Guarantee.  The items purchased last Spring were covered through October of the same calendar year, again, as stated in our Grow Guarantee.  At that point, any items planted in Spring and Summer have had plenty of time to safely grow and sprout.  If not, we would need to be notified before the end of October.  We do ship Fall items into the Winter months as well for those regions that can still safely plant and the ground is not frozen.  Since we do state in our Grow Guarantee that items need to be planted upon arrival, we only recommend ordering during a time you are able to still plant in your region.  If the ground is frozen, we do recommend waiting to place an order when you are once again able to plant.  We also state in our Grow Guarantee that we are not able to cover items if they are not planted upon arrival and stored for any length of time.  The storing of bulbs require very specific factors with temperature, humidity, light, etc that are out of our control so therefore cannot be covered.  I do apologize again if you do not agree with the terms of our Grow Guarantee.  We do have it available at any time during the ordering process right on our website and again on the back of all packing slips.  We do hope our customers read through the Guarantee and understand the terms before placing an order.  If not, unfortunately we cannot be liable if the timeline has expired and/or the terms of the Guarantee are not followed.  At this time, since we were not notified of items failure to grow during the first season and items were also stored, we are not able to find a solution per the Grow Guarantee. 

  Customer response

  07/16/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On July 22, 2023 I ordered 8 items from them and on 1 item was shipped. The order number was ******* the only item received was the *************************** Peony item *****. The missing items are SKUDescriptionQtyShippedPriceTotal ***** Large Mixed Crocus Value Bag (12 bulbs)1 1$8.47 $8.47 ***** White ******** Heart 1 1$4.39 $4.39 ***** Casa ****** *************** 1$4.87 $4.87 ***** White ***** Siberian Iris 1 1$7.59 $7.59 ***** *********************** Lilies Jumbo Pack 1 1$9.73 $9.73 ***** Peacock Butterfly Uncorked Siberian Iris 1 1$5.79 $5.79 ***** Goldquell Rudbeckia

  Business response

  06/04/2024

  Hello,

  Thank you for reaching out to us regarding your order from last year.  We are showing all items shipped on 7/28/23 except the Large Mixed Crocus Bag which was part of our Fall pre-order sale and shipped on 9/14/23.  At the time the orders were shipped, tracking information was sent.  Unfortunately it is well past the timeframe in which a claim can be filed with the carriers and tracking information is no longer available.  Each package shipped did have a list of all items that were to be included in the box on the packing slip.  We do state on the back of that packing slip as well as on our Website that any discrepancies do need to be reported within 5 days of delivery so we can find a solution right away.  Since this has been nearly 11 months since the first delivery, we are unable to find a solution since we are not even able to contact the carrier at this point if any packages were lost in transit.  Please see our Grow Guarantee below:

  SHIPPING & DELIVERY
  If there are any concerns or discrepancies with an order upon receipt, please contact our customer service department within 5 business days of delivery.
  If you are concerned with the condition of any of the items you received, we require images of the item(s) to be provided via email. Once the images are reviewed, a replacement will be automatically sent if the item is not viable. If the item is no longer available, a refund will be issued in the amount paid for the item.
  Tracking information is sent by email to all customers when each package is shipped. If a package does not arrive but shows proof of delivery, it is the customers responsibility to reach out to the carrier for more information or to file a claim.

  My tracking number shows my package was delivered but I never got it. What do I do?
  Here at Holland Bulb Farms, we do provide tracking information to your email address once an order ships to give you a better idea when the package will arrive. If you do not provide an email, we encourage you to contact our customer service department for tracking information.
  If the tracking number provided indicates an order was delivered with proof of delivery and the package is missing, you will need to contact the carrier that delivered your package to file a claim. Please have your tracking number available when contacting the carrier.
  If the tracking information provided indicates your order is undeliverable or lost in transit, please contact our customer service department. We will further investigate the situation for you and do our best to find a solution for you.

  I do apologize but since we are showing all items were shipped and listed on the packing slip and we are unable to review tracking since it's been so long since shipping and the missing items were not reported within a timely manner, we are unable to find a solution at this time.  I do apologize but I recommend in the future to reach out to us immediately if you receive a package and items are missing that are listed on the packing so we can rectify the situation for you right away.  Also note that all tracking numbers are sent to your email once an order ships.  We also recommend checking the tracking and if an item is not delivered or lost in transit to file a claim with the carrier within the timeframe allotted for that individual carrier.  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I spent $50 on two plants from Holland ************* and when I got them they were so pitiful only had one leaf on them and the leaf was half dead on both of the plants. I called the company to complain and I respectfully asked for a replacement but they refused. They refused to do anything to help me and they were very rude. They were customer service is horrible and they obviously dont even care about their reputation, and anybody that does not stand behind their product like they dont thats why Im filing this Better Business Bureau complaint to this company. They are shady and they have horrible customer service and obviously the owners do not care or stand behind their product.

  Business response

  06/03/2024

  Thank you for reaching out to us.  I do apologize the condition the Elephant Ears arrived in.  After reviewing your order, I do see we have already created a replacement order that has already shipped on 5/31/24.  We did send an email with the tracking information showing it is expected to be delivered on 6/4/24.  If you have further concerns once the replacements arrive, please reach out to us directly and we would be happy to find a solution as we did with the first shipment. 

  Thank you.

  Customer response

  06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  No, that is not true that they sent replacements for both plants. They only agreed after much arguing with them to send me one and not both plants in both plants are the same amount of damage and worthless so I will not be satisfied until I get both plants. I paid $58 for Exchange and healthy plants sent to me thats the least that I deserve 
  Regards,
  
  *******************

  Business response

  06/04/2024

  Hello,

  Thank you for getting back to us.  I'm sorry you aren't satisfied with the solution provided.  After reviewing your communication again, you did contact us via phone on 5/30/24 letting us know the items arrived in poor condition.  At that time our customer service representative did ask you to send images as stated in our Grow Guarantee for us to review.  The images were received the following day at which time we did reply that replacements would be shipped as soon as possible.  The replacement was shipped the same day on 5/31/24 at which time an email with tracking information was sent to your email and is expected to be delivered on 6/4/24 via FedEx.  We did follow up with you in a very timely manner and the concern you had with the condition of the Elephant Ear was addressed and a replacement already shipped.  We did follow up with you every step of the way and did not argue, we just asked for the images required as stated in our Grow Guarantee.  Since we did everything we could regarding this concern and address the issue in a very timely manner, there is no need for any further solution at this time.

  Customer response

  06/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  No, you did not do what you should have done because you only replaced one plant not the two so I still remain to warn people of your company because you did not do what you shouldve done. You only sent one replacement plant instead of two that only salt half of the issue. 
  [Please type your response here.]
  
  Regards,
  
  *******************

  Business response

  06/05/2024

  I'm sorry that you only received one replacement.  We will have a second one shipped out to you as soon as possible.  You will receive a replacement order email shortly and another once the order ships.  I do apologize both plants were not replaced right away.  Please reach out to us directly if you have any further questions or concerns regarding the replacement.  

  Customer response

  06/05/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have attempted to order from their web site numerous times. . It will not let me place an order. Their chatbot does not work. They do not return phone calls. They do not answer EMs. Are they even in business anymore???

  Business response

  05/31/2024

  Hello,

  Thank you for reaching out to us.  I can assure you we are very much in business.  I'm sorry you were having trouble placing an order on our website.  We were closed on Monday and after the busy holiday weekend, we are still getting caught on with our emails and voicemails. We are contacting all customers in the order received and doing the very best we can with our small staff as we are a family owned business.  The Live chat is available during our business hours, Monday through Friday 8:00 AM - 5:00 PM Central time.  This past week, we were closed on Monday for the holiday.  Please feel free to reach out through our Live chat during that time to receive an answer more quickly. Again, I do apologize for the delay, we are getting through all contacts as quickly as possible and do appreciate your patience and understanding!

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Plant was dead on arrival. Ive contacted Holland ************ 3 times regarding this and to date not a single reply. I sent a picture of the dead plant on the day I received it. No response.

  Business response

  05/22/2024

  Thank you for reaching out to us.  I'm sorry the Honeysuckle arrived in poor condition.  After reviewing your account, I am only showing one email from you with the images of the Honeysuckle that was sent on 5/21/24.  It can take us a few days to reply to emails during our peak season as we do reply in the order they were received.  If other emails were sent prior to this, we did not receive them.  If communication was sent via text, we do not accept text messages, just emails.  I did review the item and it does not appear to be viable.  I will go ahead and issue you a refund for that item back to your original form of payment.  Please allow 1-2 business days for that refund to post to your account.

  Thank you,

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered Two 6 piece variety hosta bundles a total of 12 pieces of hosta,2 of each variety,I received only 9 pieces and they are all the same type of hosta and not in very good shape I called the company I was told to send them pictures,I sent pictures so they could look into the situation They said the plants look fine to them I have not received the other 3 plants, they did not address the fact all the plants are the same type hosta, I emailed the company to find out how to return the plants and have not received any information/responds

  Business response

  05/17/2024

  Hello,

  Thank you so much for reaching out to us.  I'm sorry to hear there is some confusion with the order of Hosta.  You did order a collection which did include 2 of each variety of Hosta.  You did provide an image of the roots as received, all of which were very healthy but many of them didn't have sprouts on them.  The ones that did were very small with little color or variegation formed yet which is normal when they first emerge.  We did reply that the items were very healthy and should be planted.  Once planted and new sprouts continue to grow, you will see the variation in the varieties. We are not able to tell the variety just by looking at the roots.  Unfortunately after reviewing your previous conversations you did not mention that any of the roots were missing from the packages.  I can have someone follow up with an email with a resolution for those 3 missing roots.  Again, the roots are very healthy and it is impossible to know what the varieties are until they grow which is why we recommended to plant them and give them 6 weeks to sprout and show enough growth for the different varieties to start to grow.  I do apologize but we cannot offer a refund for items that are in very good healthy condition and once packages are open, we are no longer able to send returns our Grow Guarantee.  Again, plant the roots, allow them enough time to grow and if you are still concerned with the varieties all being the same once they grow, send us updated images then and we'd be happy to find a solution.

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought 20 peonies bulbs and I was told that there was guarantee, but it would only be for the first season got the bulbs 6/22/23 and planted them as in a few days - no plants grew and knowing peonies ( have 6 others plants from bulbs ) know that they can take time and have it till spring only 3 grew and asked them about the guarantee - was send links on how to plant them and that in October 23 the Guarantee expired - not my first time planting peonies and in the picks the plants / flowers looked beautiful- and would be the last time I but with them - should have done better research and not worth the money

  Business response

  05/13/2024

  Hello,

  Thank you for reaching out to us regarding your Spring 2023 order.  I do apologize the peonies didn't perform as expected.  The items were shipped to you in mid-June when there was plenty of time for the items to grow and sprout foliage.  You likely would not have seen blooms the first year which is expected with ******* the first growing season.  We do have a 100% Grow Guarantee on our bulbs and bare roots for the first growing season.  We have the Guarantee on our website to view at any time during the purchasing process and again also on the back of all of our packing slips in every package we ship.  The Grow Guarantee does state items are covered the first growing season and what the expiration dates for those growing seasons are.  Please see below:

  100% Grow Guarantee
  Here at Holland Bulb Farms, we pride ourselves on our strong commitment to premium products and excellent customer service. Therefore, it is our goal to treat all of our valued customers with the utmost respect and consideration while providing them with accurate quality control on all of the products we ship.
  All customer comments regarding our products should be directed to our *************************** either by way of telephone ***************) or email us within the first growing season as defined below*. As our gardening community understands, there are many environmental factors that are needed for a plant to successfully grow. These factors, including but not limited to, poor weather, planting outside of recommended growing conditions, improper planting techniques, moisture/sunlight needs, location, timing, etc. are out of our control and therefore cannot be covered under our Guarantee. We recommend all items be planted immediately after arrival. We are not able to guarantee the viability of the items if they are not planted upon arrival and stored. Please keep in mind, every plant is individual and unique and, just as in Mother Nature, perfection is not guaranteed. However, we can guarantee that you will receive the highest quality available in a timely manner.

  FAILURE TO GROW
  Holland Bulb Farms provides planting instructions and requirements needed for each item on our website. Please refer to each items page to ensure the item(s) purchased are best suited to your individual growing conditions and climate. If an item fails to grow, please contact our customer service department during the first growing season*.
  Our representatives will work with the customer to help determine the cause of failure. This investigation may require the submission of images and/or the unearthing of the items. If the failure to grow is due to poor quality control, merchandise credit will be issued in the amount paid for the item less shipping costs.
  If an item that fails to grow is part of a collection or bulk item, a merchandise credit will be issued for the same portion of the amount paid for the item.
  Seeds are not covered under our Grow Guarantee.
  We do not offer refunds for items with failure to grow.

  *The first growing season for Spring- and Summer-planted items is defined as March through October of the first year they are planted. After October, Spring- and Summer-planted items are no longer covered under our guarantee. The first growing season for ***** and Winter-planted items is defined as September through June of the first year they are planted. After ***** ***** and Winter-planted items are no longer covered under our guarantee.

  Again, I do apologize the items didn't perform for as expected but unfortunately the Grow Guarantee had expired when you reached out in late April 2024 and we are no longer able to find a solution for you.  I would recommend for future to please review and understand our Guarantee before a purchase is made.  There are several opportunities on our site to view it and again, it is also on the back of your packing slip.  We do need to be made aware if items fail to grow within that first season in case further investigation is needed to help determine what caused the failure.  After the first growing season, it's very difficult to review planting techniques and also images of unearthed items if necessary.  I do apologize but since the Grow Guarantee was available for you to view at any time, we cannot offer a solution as it has expired.

  Customer response

  05/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Maybe making it clear its only a three month guarantee. It said multiple places 1 st growing season - but the definition of the growing season was vague and saying if by this date in October you do not see plants call us
  Regards,
  
  ***********************

  Business response

  05/17/2024

  Hello,

  Thank you for reaching out to us.  It's very clear in multiple places on our site and it's not a 3 month guarantee, it's the entire first season.  The timeline left on the Guarantee is determined when the items are purchased.  We have The Grow Guarantee in it's entirety on our website to view at any time by clicking on the multiple places  it states we have a Grow Guarantee.  Right on the homepage we have the following statement:

  100% GROW GUARANTEE!
  If you ever have concerns regarding any of our products within the first growing season, we encourage you to contact our Customer ******************* Our representatives are happy to work with you in an attempt to resolve any concern and find a suitable solution based upon each circumstance.
  Read more about our Product Guarantee >

  It states in the first line the items are Guaranteed for the first growing season and asks you to click for more details.  When clicking on the link provided in multiple places, we have a highlighted note stating the parameters of our  Grow Guarantee:

  *The first growing season for Spring- and Summer-planted items is defined as March through October of the first year they are planted. After October, Spring- and Summer-planted items are no longer covered under our guarantee. The first growing season for ***** and Winter-planted items is defined as September through June of the first year they are planted. After ***** ***** and Winter-planted items are no longer covered under our guarantee.

  We also have the timeline of our Grow Guarantee printed right on your packing slips.  We do everything we can to make the Grow Guarantee available in multiple places on our website to view at any time with very clear policies and procedures as well as the expiration dates.  Unfortunately we cannot be liable if the Grow Guarantee is not read and understood.  We encourage all of our customers to read the Guarantee before purchasing and reference the guarantee is any concerns arise so we can better assist everyone throughout the first growing season.  Again, I do apologize the Guarantee was not understood but unfortunately since we have it clearly stated in multiple places, we are not able to find a solution.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The tulip bulbs I received on 11/06/23 were moldy, deformed and shriveled with a hard sap-like substance oozing from them. I contacted the business and they shipped replacement bulbs for those they deemed sub-standard. The replacement bulbs were very small and a few had the same issues. I planted them anyway. This Spring only 4-5 tulips bloomed of the 40 I planted and those blooms were less than 1.5. I contacted Holland Bulb Farm and after 2 emails and sending pictures twice (it was the same with the bad bulbs- multiple pictures requested twice) the representative said the plants looked healthy and tulips get better as they age. Some never appeared at all, no leaves, no flowers, and of the 5 that bloomed the flowers were tiny. Ive gardened for many years, you plant tulips in the fall and enjoy flowers in the Spring. I didnt spend the money and take the time to plant to look at leaves. In my experience tulips go the opposite way. The best blooms are the first few years.

  Business response

  05/08/2024

  Hello,

  Thank you for reaching out to us. We are sorry to hear you are not satisfied with your experience with our company.  Reviewing your previous orders, you did contact us regarding items that arrived in poor condition last Fall when they were shipped.  We immediately remedied the situation at that time by issuing refunds for items no longer available and sending replacements for the rest.  This Spring you did reach out to us that the bulbs grew but they were not the size you expected and wanted a refund.  We did ask you to send images to us which you did comply.  After reviewing the images, we have responded multiple times the bulbs are very healthy and growing very nicely.  We further explained that weather conditions can cause bulbs to not grow as big as expected, especially during warmer ******* when not enough cool time is provided.  We also explained the first year bulbs are planted, they can be a bit smaller in stature due to their young age.  As with most plants, they do need a time period, generally 2-3 years to reach maturity.  These tulips will continue to grow larger the next 1-2 years if weather conditions are perfect during the Winter months.  Below are the emails we sent in response to your concerns:

  On Fri, Apr 26, 2024 at 10:44?AM Holland Bulb Farms <*******************************> wrote:
  Hello,
  Thank you for reaching out to us regarding your order #*******.  Im sorry to hear the items didnt bloom as expected.  As in nature, bulbs will not always be perfect and it is possible the first season, tulips may not reach their full potential, especially if the weather conditions were a bit warmer than usual.  Please include an image of the items you purchased from us in bloom so we can review and find any necessary solution needed.  Once we receive the images, we will reply with our findings.
  On Fri, Apr 26, 2024 at 10:44?AM Holland Bulb Farms <*******************************>wrote
  

  Hello,
  Thank you for reaching out to us regarding your order #*******.  Im sorry to hear the items didnt bloom as expected.  As in nature, bulbs will not always be perfect and it is possible the first season, tulips may not reach their full potential, especially if the weather conditions were a bit warmer than usual.  Please include an image of the items you purchased from us in bloom so we can review and find any necessary solution needed.  Once we receive the images, we will reply with our findings.
  Thank you,

   

  On Fri, May 3, 2024 at 12:11 PM Holland Bulb Farms <*******************************> wrote:
  Hi, 
  Thank you for the images. The tulips do look healthy. As mentioned previously, tulips do not always reach their maturity the first year they are planted. The weather conditions over the winter do play a big role in if they will reach their mature size. It is possible that the tulips you purchased in a store were prechilled or cold treated. Unfortunately, we do not provide a cold period to our items as they are to receive this in the ground. If the tulips are hardy for your zone, they should come back next year and get a bit closer to their mature size especially if the winter is on the colder side. The country did experience a milder winter and we are seeing stunted tulips here in *********, ** as well.  Because they are growing and do look healthy, we are not able to offer a solution. I do apologize.  
  Please let us know if we can further assist you! 

   

  Since we did refund and replace the items that were initially delivered in poor condition there is no need for any further solution for these items.  Since the items you did plant are growing beautifully and how they should, there is no need for any further action regarding your concern.  I would like to just reiterate again the items will take time to mature and if ******'s are more mild, you can expect any Fall planted item to be smaller in stature.  Thank you again but we have addressed your concerns multiple times and have remedied any issues that were needed on your previous order.
  
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On March 4, I purchased 2 amaryllis packs (5 each) for $54.38. 5 of the 10 arrived with signs of rot and red blotch. They sent me diseased bulbs. But because they grew they are giving me the run around. I sent two emails with multiple pictures of all the bulbs but they want even more pictures. Red blotch in amaryllis is expensive to treat, and can spread to your healthy plants. I am asking for half of my money back or replacement.

  Business response

  05/01/2024

  Thank you so much for reaching out and sending images.  I do see you did reach out to our customer service team with some images and it appear the images you sent were not clear for us to be able to see what was actually going on with the bulbs.  An email was sent to you yesterday asking for more clear images.  I did review the images you attached here and can see that some of the bulbs are rotting at the base.  It does appear the soil is pretty wet in these images which is likely the cause of the rotting.  Per our Grow Guarantee, we do require images for any item that arrives in poor condition to be sent within 5 days to issue replacements or a refund.  Unfortunately we didn't receive any communication regarding the condition of the bulbs until you had them in your possession for several weeks, on 4/25/24.  The package arrived to you on 3/11/24.  The images do not appear to be rust at all but just the color coming through from the rotten spots on the bulbs.  We aren't able to issue you a refund for the items since we didn't receive images for 6+ weeks after they arrived to you and we aren't able to say for sure they arrived that way which is why we require images to be sent within the 5 days of arrival.  I will go ahead and issue you a store credit for 1 package of 5.  You will receive a separate email directly from us regarding the credit on your account.  For future reference, if you are ever concerned about the condition of an item you receive from us, send us the images right away and we would be happy to find a solution for you right away.

  Customer response

  05/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I first emailed Holland Bulb farms April 1st with pictures letting you know my concern with rotting/red blotch on some of the bulbs I received. I was told to wait and that I could follow up later. The rot continued to advance. I had watered the plants prior to the pictures, but I have been making sure the soil totally dries out before watering them again. I have not been overwatering them.  The plants already had rot when I received them and it continued to get worse. Please refund half of what I paid or replace the 5 out of the ten that show rot. 
  
  Regards,
  
  *****************************

  Business response

  05/01/2024

  Hello,

  Thank you for reaching out to us again.  I do see the images you provided on April 1 and unfortunately they were blurry and we could not decipher  the condition they were in.  We did request more clear images which we did not receive again for a few weeks after.  We did then go ahead and issue the store credit per our Grow Guarantee at that time since it had been quite a while after they were received that we received clear images.  The credit has already been issued and sent to the email on your account.  The credit can be used on any item and does not expire.  You can certainly use the credit issued to replace the 5 bulbs that didn't grow for you.

  Thank you.

  Customer response

  05/02/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

*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. ↩