ComplaintsforMcKay Nursery Company

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased $226.76 worth of items from this store online, i waited and waited for them to come, not one thing i purchased showed up on my door. Never had this happen before, so i reach out to the company, they tell me there is nothing they can do. I am appalled of this lack of customer service and now stressed without my money and now have to file a dispute because they wouldn't help me even a **** OUNCE. Do not shop here.

  Business response

  07/19/2022

  We did speak
  with ********************* about her delivery of plant stock on June 17th, 2022. 
  Please see enclosed correspondence.  Fed Ex had indicated that the
  product had in fact been delivered.  We did send her the link for the
  Fed-Ex claims ***** for missing packages.  At that point she seemed to
  only want her money returned, and with live plants we do not have a
  refund program/policy.  I wish I had a better answer for her situation
  but from the information I have I believe we have done everything
  possible.   Please advise on what you need from me to assist you in your
  investigation.  Please advise that you received this documentation.
  
  I think the customer should contact Fed Ex for stolen packages.  We provided the link for site for Fed EX.  If ***** would like to reach out to me directly I would gladly work with her on a discounted re-purchase of the plant stock.  We feel terrible for her losing the items she purchased.  Please invite her to reach to me directly, and I will work with her to get her what she wants at a discounted price.

  Best,

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

  Sales Manager

  Customer response

  07/19/2022

  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 told the company ***** told them to go ahead with the lost package procedure for them to refund me and they never did this - so i tried to work with them and told them what ***** said and they told me there was nothing they could do. So, i do not agree with this reply. 

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

  Business response

  07/20/2022

  Dear BBB C/O ***************************:

  I am in NO receipt or correspondence from ********************* of what Fed EX asked her to do when she contacted them about a claim on the missing or stolen packages.  I would have entered that not only into my reply to you but into the phyiscal packet of documentation that I provide to the Better Business Bureau.  We were not even aware that she had contacted them as we suggested.

  Sincerely,

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

  Customer response

  07/20/2022

  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 did contact them, i was on hold for an hour dealing with them. So, now i have to dispute this with my bank, regardless of what ***** told you guys to do for your customer. 

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

  Business response

  07/21/2022

  Dear *********************:

  I have NO record of you being on HOLD for over an hour ever!  (That would not happen)  All of your communication with us to this date has been via e-mail.  

  This is our FINAL offer to resolve your issue.   

  We will replace your order completely.  Once we have replaced your plant order we will have no more liability with you.  The plants will carry no warranty.  We will NOT provide a cash refund for your purchase but in good faith we will replace all the plants that we had shipped to you via Fed - EX.  

  Please advise if you accept this resolution.

  Sincerely,

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

  Customer response

  07/21/2022

  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.
  
  1) have you been on hold with ****** how can you tell me that's not possible...? so rude.

  2) I purchased replacement plants a month ago, you sending me replacement is useless to me.

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

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