ComplaintsforGurney's

• Initial Complaint

  11/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In reference to order # ***********. I ordered the plants in March and received the plants. The order was made with a discount coupon and full payment of $78.48 was made when ordering. Today in mail I received a final notice about collection agency reporting for unpaid balance of $38 with late penalty of $10. They sold me items as part of discount deal and sending me threatening letter to report to collection agency for the unpaid balance which I don't owe them as sell of plants was paid in full for discounted price. This is not right. They should honor the discounts they offer at the time of sale and not send bill later on for un-discounted price or reporting to collection agencies.

  Business response

  11/02/2022

  *** **,

  Thank you for your correspondence, I apologize for the miscommunication. When the Neptune Rose and Jujube Li went out of stock, we issued refunds back to you in full instead of prorating the coupon off the price that was actually paid. Refunds in the amounts of $31.64 on 02/22/2022 and $35.13 on 05/31/2022 were issued for those items. This is what created the balance due when the Champagne Fig was shipped. I have removed the balance due from your account as this was our error.

  Sincerely,

  Kim J*****
  Gurneys Seed and Nursery

  Customer response

  11/03/2022

  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. 
   I would like the company to give me in written communication that the issue is resolved and company will not be sending my information to the collection agency.

   

  Regards,
  
  *** **
  

• Initial Complaint

  07/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid at time of order and now the company is sending bills wanting more money than they charged when I placed and paid for the online order. I have already called their customer service department twice and was assured it would be taken care of but I'm still getting these bills.

  Business response

  07/25/2022

  Ms. ******,

  Thank you for your correspondence, I apologize for the miscommunication. When you placed your order, you used the $100 off $200 coupon and when the Monarch Butterfly Bush and Crimson Night Raspberry went out of stock, we refunded those items in full instead of the pro-rated charge that was paid with the coupon being applied. This was our error so I have removed the balance due today on your Gurney's order. You should not receive any new bills on this unless there is one that has been since before I removed the balance due today.

  Sincerely,

  Kim J
  Gurney's

• Initial Complaint

  07/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order in May for 2 packets of seeds, 3 bareroot plants, and two live plants while Gurney's was having a sale on the website. I checked out from the website and paid the total shown. I never received the seeds, and everything else took 1 month+ to ship, but that's not the biggest problem. Two months later I received a paper bill in the mail for $8. I contacted support and they said the bill is for the difference between the "product total" (the original price of the plants) and the amount I paid at checkout during a sale. There's literally no way I can pay anything other than the amount they say is due at checkout on the website. Support says that a coupon was applied for $25 that should've only discounted me for $17. They're attempting to raise the price after the fact and charge me for the difference.

  Business response

  07/13/2022

  *** ****,

  Thank you for your correspondence, your seeds shipped out with the Lily of the Valley on 05/17/2022. You also ordered item ***** Lemon Grass Plant and used an offer for $25.00 off $50.00 or more order. The Lemon Grass Plant was not available and we issued a refund back to you in the amount of $21.81 on 05/08/2022. We did not prorate the refund to include the coupon discount that was applied which is where the balance due of $8.38 came from. This was our error, I have removed the balance due from your account and I am including the tracking for your seeds and documentation showing the refund information and balance write off.

  Sincerely,

  Kim J*****
  Gurney's

• Initial Complaint

  07/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a large plant and tree order around February 27th. My plants were to arrive in March. I recieved my three trees, in which one was dead. And then nothing came in. But I kept getting messages that my items were being shipped. I then received my onions in April in good condition. When I called about the dead tree, they said that there were no more in stock and tried to give me store credit to which I requested and received a refund. And now it is July, and I still have not received my items. I called to cancel my order two weeks ago and they said that my order has already been shipped. I said OK, since they were all seeds and I can grow them next year. So I called again today to ask where my order was, and they said it will be delivered within 2 to 3 days. Which is what they told me everytime I have called. I have spent nearly $200 and all have received is 50 onions, a dead tree, and two healthy trees.

  Business response

  07/09/2022

  *** *****,

  Thank you for your correspondence, I apologize for the delays in shipping. I see that the seeds did ship out on 06/29/2022 and delivered on 07/08/2022 but understand that it is much to late to plant for this season. I have issued a refund for that portion of the order along with the blackberry that shipped out on 07/08/2022. Please allow 3 - 5 business days for processing.

  Sincerely,

  Kim J*****
  Gurneys

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order with Gurney’s January 6, 2022. I paid the bill of $128.05 immediately. They get paid weeks before they even ship the plants. They also sometimes get paid for plants ahead of shipping, but then tell me they do not have them weeks later, all the while they are in possession of my money. In this situation, I paid them as soon as the order was placed in January. Then almost 6 months later they send me a bill for $5.49, saying it is past due. Past due!? And they don’t even tell me why they decided to ask for more money 6 months later. I tried talking to their customer service in some foreign country. But they were useless. I sent customer service an email, but they won’t respond. A company should not send good paying customers mysterious bills without explanation, telling them it’s past due. Especially when they already paid the bill, in total, immediately upon ordering, and with no guarantee of when or if they will ever get what they ordered.

  Business response

  07/09/2022

  *** *******,

  Thank you for your correspondence, I apologize for the miscommunication the balance due was for taxes that were not initially paid. There is no additional balance due.

  Sincerely,

  Kim J*****
  Gurney's

  Customer response

  07/11/2022

  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,
  
  ******** *******
  

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife's daughter purchased a plant order numbe* *********** account number ********, ***** tacking number **********************. The first plant they send died withing days and the second plant never arrived. Gurneys responds on the second plant from their call center was the plant is out of season. We can give you a store credit or refund the price less the shipping and tax. We are requesting a full refund to Kira Larose the person you ordered it for a Mother's Day gift. The refund needs to include the total price including tax and shipping.

  Business response

  07/09/2022

  Thank you for your correspondence, I apologize for the issues you experienced with your order. A refund check will be going out to the account holder within the next 3 - 4 weeks.

  Sincerely,

  Kim J*****
  Gurneys

• Initial Complaint

  06/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order placed 5/30/2022 for 6 tomato plants. Not shipped until 6/15 although shipping window was open. Response was back order (of plants in season?). Took 10 days to ship from Ohio to CT - arrived 6/25 in the evening. Plants have no leaves left. Do have a few tiny white (?) tomatoes from the stress. Tiny 1 inch plugs that if alive would still be unacceptable quality. Company refuses to give a refund and says credit for future orders only. I do not want to order more dead, delayed plants. I have ordered plants from other sellers for many years and this is a first. Order ***********, account ******** Please let me know if you need additional information

  Business response

  06/27/2022

  Ms. *****,

  Thank you for your correspondence, I apologize for the plants arriving in poor condition. I have cancelled the merchandise credit and issued a credit back to your PayPal account, please allow 3 - 5 business days for processing. I have also removed you from the email and mailing lists.

  Sincerely,

  Kim J*****
  Gurney's Seed & Nursery

  Customer response

  06/27/2022

  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,
  
  ***** *****
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered plants fromGurney’s company several months prior to the start of the Soren game season. While some of my order came on time as promised, the majority of the order has not come at all. The original date was the first half of May. While I have checked back routinely, the delivery date of my remaining order keeps getting pushed back incrementally. I was willing to put up with this for a while, but my area of the country has a limited growing season. Last week I called requesting an explication and asking that the order be shipped as soon as possible. I was provided with excuses, no resolution, and a refusal for the return of my money. I checked their website again today, and they had pushed the delivery date back yet again. I am seeking resolution that my order be shipped within the month of June 2022 or that I am refunded what I payed for the remaining plants.

  Business response

  06/13/2022

  Mr. ******,

  Thank you for your correspondence, I apologize for the delays in shipment. I have forwarded your order to our warehouse for processing, it should go out this week.

  Sincerely,

  Kim J
  Gurney's

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a parsely plant from them online... A live plant should be delivered within 2 days. they sent it Fedex smartpost.. it took 8 days to receive it and it was dead on arrival. I complained and they would not give me my money back. They say it's their policy and I don't want another to arrive dead. Then I read reviews online, which I should have done first, and all the reviews were the same.. they send out dead plants, and won't give people their money back. So, I disputed the purchase with ******** ******* Card that I used and they credited the money $11.82 back to my account. First of all I overpaid for the parsely plant to begin with.. being that it is dead, I wanted my money back and ******** ******* took care of that for me. .... I just don't want to end up that I owe them any money and to let people know that their products are inferior and that they are untrustworthy.

  Business response

  06/07/2022

  *** ****,

  Thank you for your correspondence, our guarantee is stated on our website and we offer reshipments or merchandise credits. Since ******** ******* has credited your money back to you, I cancelled your merchandise credit.

  Sincerely,

  Kim J*****
  Gurney's

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have placed an order on February 3, 2022. Order number ***********. I was notified on April 29th that a refund was given back to me because one of the products was not in stock. (Sweet Peppers item #*****). The date I placed the order, they mailed me the Lettuce blend seed tape, which I received). Than the beginning of May, I was notified again that another product wasn’t in stock and they could refund me or replace it with another product that is similar. (Tomato Gurney Girl #*****) At first I agreed to replace it, but called back to see when it was going to be delivered and it was going to be late so I asked for a refund. They said they would refund me, which I NEVER received. While on the phone, I told them about a noticed I received in the mail that day of a shipping charge of $5.99. I couldn’t understand what that was all about because I paid the total amount of order when I placed it. They told me because THEY COULDN’T fulfill my complete order that it brought me below the cost to get the discount on shipping. That was out of my control, do they said to avoid that statement. So I did. A week later, I look into my checking account to balance my books and I noticed they took that $5.99 out of my account with the information they had on file WITHOUT my permission. I tried numerous times to contact them, by phone and email and no respond. All I want is refunded the money from both the canceled order and the $5.99 they took without permission. That’s all I’m asking.

  Business response

  06/06/2022

  *** *******,

  Thank you for your correspondence, I apologize for the miscommunication. The additional charge of $5.99 was not for S/H, it was for the Sweet Million Tomato Plants, You initially paid $33.95 for the entire order and we refunded $22.85 in error back to you for the Sweet Pepper, not allowing for the discount that was given using a portion of the coupon when paid. After the refund, that left a payment of $11.10 which was for the 00 portion of the order that shipped, which was the lettuce seed tape and part of the shipping.

  When the Sweet Million tomato shipped, a coupon discount of $9.00 was applied leaving the balance due of $5.99 which is what was charged when it shipped on 05/24/2022. I have issued a credit back to you for $5.99 since the prior refund amount was an error on our part. The final portion of the order that was cancelled was for the Ruby Monster tomato which was $7.99 and a coupon discount of $7.99 was applied to that so there were no money paid to refund when it was cancelled.

  I have also issued an additional shipping credit of $5.30 back to you since the majority of your items were either cancelled as out of stock or cancelled at your request. Please allow 3-5 business days for the $5.99 & $5.30 refunds to process back to you. I have included screen shots of your account and order with explanations for each for you as well.

  Sincerely,

  Kim J*****
  Gurney's

  Customer response

  06/07/2022

  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,
  
  **** *******
  

*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. ↩