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:07/08/2024

  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.

  This past winter I ordered two trees, which arrived dead in spring. I am a horticulturist and know the difference between dead and dormant plants. Immediately upon receipt of the dead trees I contacted their customer service team via their website to discuss this with them and hopefully get either living trees or a refund. I got no response from them. Now, a few months later, I am on their website and see that I could have returned them within 14 days for a refund. I also see that getting warranty replacement trees from them will require me to pay for shipping again. This has led me to filing this complaint, and now I see how many other unhappy customers they have. I have no intention of spending more money with this company in hopes of getting viable replacement trees. Buyer beware - this company does not seem to care about it's customers.

  

  Business Response

  Date: 07/09/2024

  Hello,

  Thank You for contacting us.  I have no record of you contacting us regarding this warranty issue, which is why we did not respond.  I apologize if the trees you ordered for Spring were received in poor condition and I will make sure we make it right.  You mentioned in your complaint that our warranty states that you have to pay for shipping again, however that is incorrect, nowhere does it say you need to pay for anything.  Our warranty is 2 part, first part is the healthy delivery guaranty whereas if your plants arrive damaged or they fail the initial scratch test as outlined in the prep, planting and care instructions then we ask that you email a photo of the damaged plant or failed scratch test and we will send a fresh replacement free of charge.  Second part is the 1 year warranty whereas if the plant fails within a year of receipt you can go to the warranty claim webpage on our website and answer a few questions, upload a photo of the failed scratch test and submit the claim to receive store credit in the amount of your original purchase.  At this point if you want to email the original photo of the failed scratch test you tried to email back in May I will either send you fresh plants or a refund, whichever you prefer.  You can also go to the warranty webpage and submit a claim since your plants are still under warranty until May 15th, 2025.  Thank You.

  The Tree Store

  Northern Ridge Nursery

   

   

  Customer Answer

  Date: 07/09/2024

  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. 
  
  I cut and pasted your warranty information directly from your website, below. Under terms and conditions item number 4 your warranty states that 'Replacement plant's shipping costs and taxes are not included AND WILL BE PAID BY THE CUSTOMER' (emphasis mine). As I stated in my original complaint to the BBB I am not inclined to pay shipping costs for the possibility of receiving replacements for the two dead trees. I have no faith that the replacements will be any better.

  BTW, I sent the original complaint as a message through your website, not as an email, or I would copy that here, too. You are claiming plausible deniability for your websites 'contact us' portal to have failed to deliver my message. That seems like a weak argument to make on what is really a small order. And this was a small order. And it would be easy for you to refund the price of my small order. 

  I have never complained about receiving dead plant materials in all of my gardening years, and I am in my 60s and I have spent a lot of money on plants over the course of that time. The trees you sent were dead, I wrote to you to tell you as much, and now I am simply asking for a refund. If you are unwilling to do this, than the matter is settled. I have spent enough time on this.

  Here is the text of your 1 year warranty:

  1 Year Warranty...........
  
  ...........Terms and conditions apply:
  A picture of the plant is required to verify it has perished.
  All required information on the warranty claim form must be completed accurately,
  The cost of the plant will be refunded in the form of store credit.
  Replacement plants shipping costs and taxes are not included and will be paid by the customer.
  Refunds will not be given for plants that were not planted in a recommended growing zone or if it is deemed that the planting instructions provided were not followed.
  The store credit can only be used once.
  Orders placed with store credit will be shipped according to the shipping schedule posted on our website.
  
  Regards,
  
  *******************

  

  Business Response

  Date: 07/15/2024

  Thank You for your reply.  I'm sorry for your confusion with our policies.  Please note that you agreed to this policy of store credit in lieu of an out right refund if your claim is approved.  You paid $37.85 for your order which included packing and shipping fees and that is the amount you will receive as store credit when your claim is approved.  To get your claim for this store credit you must fill out the claim form and submit online along with an image of the dead plants.  To date, I still have not received your claim so I am unable to approve this claim for store credit and I cannot go against policy and refund your order, however what I did is apply the amount of $37.85 in store credit to your account allowing you to use this amount to purchase the replacements, however I will need you to complete the claim form before I will ship the product.  You will see that the store credit will cover the entire cost including the packing and shipping fees.  You can even use the coupon code TREES which will give you a 20% discount saving you even more on your purchase.  Thank You.

  ****

• Initial Complaint

  Date:06/26/2024

  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 2 sycamore trees from The Tree Store (which appears to be one of their many names). Sent me non-dormant trees (they were supposed to be dormant, not budding with leaves erupting) in the Fall that I received in Nov and planted within one day only to see them killed to the ground the first freeze. And customer service only by email and a warranty process that is ridiculous and that they really don't expect anyone to complete and with all sorts of reasons they can claim it's your fault and deny the claim. I would like a refund, since I don't trust these people at all to send me 2 trees that are actually better than the ones I received, but I guess that is two much to ask. So is getting anyone to call you on the phone or answer the phone. ????? I have no problem with submitting pictures of the trees as they are right now, but their warranty process which they claim is straightforward and simple is simply ridiculous and intended to basically prevent anyone from getting a claim approved!

  

  Business Response

  Date: 06/27/2024

  Thank You for Contacting us.  The point we are making is that 1.) The crop is not harvested until the plants are safely dormant for winter, so your claim that they were fully leafed out when you received them could not be possible.  2.)  The warranty you agreed to was that you must submit any "Healthy Delivery Issues" within 24 hours of receipt and we will send replacements.  3.)  You must follow our included prep, planting and care instructions to validate the 1 year warranty and fill out a claim form to receive store credit if your claim is approved.  I do not normally do this (change the warranty policy), however I will send you replacements and I will consider this matter closed.  Thank You.
  
  
  **** / Owner
  The Tree Store
  USPS Tracking Number:  9400111105501836457120

  Customer Answer

  Date: 06/27/2024

  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 do not accept this response because the plants were leafing out and not dormant when I received them. (Which you state)  Otherwise they would not have been killed all the way to the ground in the first freeze. I submit two pics of the trees as they currently are - still lifeless and you can clearly see dead leaf sprouts still attached to one dead twig.  
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 07/10/2024

  [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. 

  They sent me two replacement trees and they are growing. I just wish they would admit that the trees could not possibly have been dormant last fall when they shipped them to me.  But the new trees are sprouting so I will close the case. 
  

  
  

  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  Date:05/26/2022

  Type:Product 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.

  This company is awful. I am not sure how the got an A- rating. Like other complaints I order trees and didnt get them all. They can keep their trees and my money. They must need it more. Shady business with no pride in their business. It is sad. I am sure their response will be half truths that make them look good. I just dont want them burning anyone else. It cost me the price of two trees to be called a liar because I didnt get them. I think they like scamming people. Notice I dont want replacement for my money back because I dont do business with disrespectful people and liars and here I thought it was a family business three generations but it seems like a very s***** company. I never get so many negative reviews on a company until now and I bought everyone

  

  Business Response

  Date: 05/27/2022

  I really do not understand why this customer is so upset.  We never said we would not replace the plants that were missing.  She claims we called her a liar which is not true.  She says she doesn't want a refund or the missing plants sent, however she continues to file disputes and write bad reviews.  At this point I want to just refund the 2 plants she said were missing and ask that she does not contact our company again.  Thank You.

   

  *******************

  Customer Answer

  Date: 05/27/2022

  [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:
  
  That sounds good to me. And they did call me a liar. And I usually buy my trees from a legit nursery once in awhile I try new places. This time was just a fail. Buyers beware. I plan on never using them again. Worst experience ever.  So I also want no further communication with these people. But thank you for responding to this so fast.
  
  Regards,
  
  *******************