ComplaintsforGardens Alive

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 9, 2024, i purchased a gift card in the amount of $75. I gave it to my friend for her 70th birthday. She tried to use it for bulbs that you plant in the fall for spring flowers. She was told the card did not exist! The gift card number is: **** **** **** **** There is no expiration date on the card, I utilized the online chat and was told the card is not one of theirs! But i know it is because i started getting their annoying emails ever since I bought the gift card. It is also the entity listed on my credit card statement! Perhaps they are going out of business? I have no idea why they won’t honor the gift card, Can you help?

  Business response

  08/27/2024

   Hello,

  I sincerely apologize for the inconvenience, but it appears that the certificate number the customer was using is invalid. Please have the customer use the following certificate number *************-1, for their recipients. If the customer has any questions or concerns about using the certificate, they are welcome to contact Customer Service Phone: ***** ********. 
  
  Thank you for your understanding. 
  
  Kind regards, 
  M******* W

  Customer response

  08/27/2024

  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

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made my FIRST order in February 2024. It arrived damaged, IN LATE APRIL. (You cannot reach a human, rarely, virtual and email.) Finally, they sent me a gift card through the email, to use, #**** **** **** ****, attached. The first order was damaged. So, I ordered a second order for $98.25, leaving a balance on gift card $22.74, in April. After calling many times, as to where my order is, the 2nd order, I was told it would ship the 20th of June. Here we are in June, no shipment, no merchandise, no refund, after MANY EMAILS, CALLS. I just get an email, to my surprise, today, for a refund June 18th, out of the blue!@#$%^& They don't even have the correct credit card to refund, because the old one had fraud and was canceled. I made them aware of that by email and by phone. They say, "Do not worry, it will still go through." ~ It should not take 10 days to go through, when they took two seconds to take it out. Plus, I have no merchandise or refund. This business is poorly run, very bad communication, packaging is horrible. They need help in a huge way, and I need my refund totaling $120.99. These businesses are getting away with murder. It should be refunded as quickly as it was taken out.

  Business response

  06/19/2024

  Hello,

  Please be advised that the customer refund has been successfully processed to the ********** ending in ****, which was the original form of payment used for the purchase. Unfortunately, we are unable to issue refunds to a different form of payment/**********.

  If the customer wish to have the refunded amount forwarded or transferred to another credit card, we kindly advise the customer to contact their ********** company directly, as they are now holding the funds.

  For your reference, I have attached a file that confirms the refund amount has been processed.

  Kind regards,
  Michaela

  Customer response

  06/20/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  **** *************

  6/20/24 customer called and stated the ** account mentioned in the business response is inactive/closed due to fraud issues. Customer said he's told the business this several times and they said don't worry about it your bank will no. She still has no refund and the card in question is inactive. Please advise.

  Business response

  06/25/2024

  Hello,

  Please be advised that refunds are issued to the original payment method/Card. The customer will need to contact their financial institution to facilitate the transfer of funds, either to their new credit card account or by check.

  Since the funds have been returned to the customer’s financial institution, the customer must work directly with them for any further assistance. At this time, no additional actions will be taken by our company, as the refund has been processed to the original form of payment.

  Thank you for your understanding.

  Kind regards,

  Michaela

  Customer response

  06/26/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  **** *************
  

  Business response

  07/01/2024

  Hello,

  Please note that refunds ($120.99) are issued to the original payment method. Therefore, the customer will need to contact their financial institution to facilitate the transfer of funds in question to their new credit card account or to request a check.

  Since the funds have already been returned to the customers financial institution, they will need to work directly with them for any further assistance. At this point, our company cannot take any additional actions, as the refund has been processed to the original form of payment.
  
  Kind regards,
  Michaela

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a product, they send it to early in spring and didn't grow. They issued a gift certificate to use this year to replace the product. Now they will not send the product the certificate was issued for. I want a refund if I cannot get what I paid for.

  Business response

  03/15/2024

  Hello,

  I am writing to inform you that the replacement certificate order has been canceled. In light of this, a refund check of $139.96 has been issued to the customer as the credit card originally used for the transaction has expired. Please note that it may take up to five weeks for the customer to receive the refund check.

  Should you have any questions or concerns regarding this matter, please do not hesitate to contact us. We are more than willing to provide any assistance you may require.

  Warm regards,
  ********

  Customer response

  03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  10/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Wanted to purchase Elephant Garlic, found Gurney's price of $12.99 per bulb. Contacted customer service to ask how much average bulbs weighed. Was told "1 pound or more" so I ordered 8 expected about 8 pounds. Received 8 bulbs weighing 3 to 5 ounces each, total of 8 bulbs less than 2.5 pounds. Meaning I paid over $41 a pound. Very upset. Customer service now says there was a misunderstanding and will not either send more or give partial refund. I feel fraudulent and that they are falsely advertising. Ordered in August, just now received Oct and discovered I only have 2.5 pounds and paid $103 for those.

  Business response

  10/09/2023

  Hello,

  I want to confirm that the customer has been issued a complete in-house credit amounting to $103.92 on October 8, 2023.

  Best regards,

  Michaela. W

  Customer response

  10/09/2023

  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. 

  THANK YOU FOR YOUR RESOLUTION,  I APPRECIATE IT.
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dutch Gardens sent my order four months after I ordered--two month into the growing season, then when my dahlia bloomed, they had sent me the wrong one. Another dahlia I planted from them did not come up at all. One item was never sent, although their website did not indicate it was out of stock.

  Business response

  06/13/2023

  Hello,

  The customer was advised by email that we have provided a full refund for the items in question.

  Kind regards,
  Michaela. W

• Initial Complaint

  05/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Made 2 orders on 4/15/2023 to be delivered before Mother’s Day. Both orders shipping dates kept being pushed back, then said backordered. Reached out to the company on 5/5/2023 to inquire about the back order was told they are in stock again and will ship 5/12. Have been checking order status since and they have pushed shipping back by a day or two each time I check. Now not shipping until 5/18, after Mother’s Day. I just want what I ordered shipped and delivered in good condition.

  Business response

  05/15/2023

  Hello,

  Advise the customer via email that their order is backordered currently but will still be delivered. Also provide the customer with a in-house credit that they may use towards their next order that will not expire.

  Warm regards
  Michaela. W

• Initial Complaint

  03/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered seeds and plants on 3/3/2023. I fully understood that the plants would ship at a later date and that the seeds were available for shipment, with the initial ship date of 3/6-3/22. I have contacted Burgess seed company both by email and phone. I was told every time that the order would be expedited. It still has not shipped. If it doesn't ship yet this week, it will be too late to get my seeds started indoors. I can see why they deceptively go by various names; Gardens Alive, Burgess Seed Co., Eburgess, just to avoid customer complaints.

  Business response

  03/27/2023

  The following items shipping on ******* ****** Tomato Amish Paste Jumbo Pack, ****** Pepper Sweet California Wonder, ****** Detroit Dark Red Beet, ****** Pea Oregon Sugar Pod II, *****- Illini Extra Sweet Corn. Items shipped UPS Mail Innovations- Tracking Number  **************************. (May take up to 24 hours for tracking information to update.) The following item is on back order and should ship between 4/27/23 and 5/2/23- Cucumber Pick a Bushel Hybrid. if this is not acceptable, we can cancel this item and refund the purchase price. Item ****** Potato Goldrush should ship between 3/31/23 and 4/5/23, if this is not acceptable we can cancel this item. Item number *****- Blueberry Duke will not be released for shipping until 4.10.23 and should ship between 4/11/23 and 4/15/23.

  Business response

  04/24/2023

  Hello Tammy,
  
   
  
  I have called and left Mr. ********* a voicemail with my direct contact information to discuss his order.
  
  Below is proof of deliver as of 04.22.23  (see attached)

  According to the order we processed for Mr ********* the 4 apple trees, potatoes, cucumber and BlueBerry Duke all  have estimated shipping dates set for 04/27/23-05/02/23.
  
   
  
  I will follow up with an email explaining this as well.
  
   
  
  Thank you,
  
   
  
   
  
  ******* 

  Customer response

  05/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. Also a representative from the company by phone. He apologized and offer a partial refund.
  
  Regards,
  
  ***** *********
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On January 9, 2023 I purchased from their online catalogue a yellow climbing rose, item #****** I received an order confirmation of this item for the amount of $19.99. Tax was given in the amount of $1.20. Shipping cost was $12.99. Total bill was $34.18. Estimated shipping date given was Feb 13, 2023 to Feb 18, 2023. By March 18 I had not received the product purchased. I went online to the company’s website and logged into my account. The item purchased was no longer shown. I contacted the company by email instructing them to cancel my order and to refund the amount paid. On March 20, 2023 I received a reply from the company’s customer service notifying me that I would receive a refund for the amount of $21.19. The shipping cost was not refunded. I promptly contacted their customer service. Upon accessing my account the rep confirmed the amount in the email I had received from Burgess. When I inquired as to why I wasn’t receiving the total amount paid I was told, ‘We don’t refund shipping cost.’

  Business response

  03/22/2023

  Dear ****,

  We are sorry to learn of your experience with not receiving the item you purchased from our catalog. The order is currently still open. We will issue you a refund for the item you ordered and did not receive. please allow 7-10 business days for the refund to complete. We close out the order once the free item the sweet corn has shipped at no cost to you. I hope this resolution is suitable and you will consider us for your future gardening needs.

  Customer response

  03/22/2023

  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, reasons for rejection are included below.
  
  Regards,
  
  **** *****

  I do not want the free item. My purchase was for the item I selected in my order, the 'thornless climbing  rose'. I have already received a refund for the item ordered and the tax from the business. My dispute is that the business refused (when I contacted by email and phone) to refund for the total amount I paid, which was product, tax and shipping.

  Let me make my position clear; I did not order the free item mentioned by the seller (corn). I ordered a 'thornless climbing rose'. Had I been told by the business that the item order would not be available I would have not submitted my order to the business. Therefore to resolve the matter I simply am requesting that the amount I paid in shipping be refunded to me, as should be since my order was cancelled by the seller due to the lack of product.

  Thank you

  Business response

  03/23/2023

  Hello ****,

  The total cost of the order will be refunded to you. 

  Customer response

  03/23/2023

  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

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased several trees and plants from Burgess seed and plant company in March 2022. They have a limited warranty where they will (supposedly) replace plants that have died. I have emailed several times and contacted their customer service without any response. Apparently I’m not the only customer they have taken advantage of. Buyer beware. Also they are associated with several other companies. Gardens Alive, Michigan Bulb Company, Gurney’s, P. Van Bourgondien, Brecks and Spring Hill Nurseries. So beware of ordering from those as well because they are all one.

  Business response

  03/24/2023

  Dear ******

   

  We are sorry to learn of your experience with our product. We attempted to reach you by phone on 03.15, 03.17.23, and 03.24.23. We left a voicemail message to gain a better understanding of how to resolve this matter. Please advise how we may provide a suitable resolution to this complaint.

   

  Warmest regards,

  Customer response

  04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  I have received no voicemail in regards to this claim. If they have called then it has been from different numbers and I cannot identify the numbers or origin in which they are coming from. If they will leave a voicemail with a number I can contact them then I will return their call and try to agree upon a resolution. Which at this point wild simply be to refund my purchase. 
  
  

  Business response

  04/05/2023

  I have called again on 04.05.23 and left a voicemail with my contact information. I have also followed up with an email to both email addresses we have on file. Awaiting ***** to call back to inform us what items didn't survive.

  Additional message from business:

  ******* ****** ************************** Wed, Apr 5, 2023 at 10:04 AM
  To: "*****.*********************" <*****.**********************
  Cc: "*******************************" <*******************************>, <*************************
  Hello *****,

  
  My name is ******* and I am the Contact Center Coordinator for Burgees Seed.

  
  Im terribly sorry to hear that your order wasn’t satisfactory this season.
  
  You are however protected by our No Risk Guarantee: We want you to be satisfied. If you're not happy with one of our products, we'll replace it or provide a merchandise credit for the full amount of your purchase price. All nursery stock, trees, plants, seeds and merchandise are guaranteed for one full year.
  
  You are still within your warranty period, we would be happy to make this right for you.
  
  Please reply to this email and advise which items didn’t survive or you can call directly at ************ *** **** 
  
  Thank you, 
  
  Tavaris Gu
  
  Gardens Alive! Companies
  
  Contact Center Coordinator
  ************************
  
  ************ **** ****

• Initial Complaint

  11/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Plants ordered Sept 3,2022 were finally shipped on 10/18 and arrived 10/25. All 3 plants were dead upon arrival. Customer#57749431, Order#*********** ***** tracking ********************** 3 plants totaling $72.98

  Business response

  11/03/2022

  *** *******,

  Thank you for your correspondence, I apologize for the plants arriving in less than perfect condition. I have issued a credit back to your card, please allow 3 - 5 business days for processing.

  Sincerely,

  Kim J*****
  Dutch Gardens

  Customer response

  11/09/2022

  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,
  
  **** **
  

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