ComplaintsforPatuxent Nursery LLC

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12 19 2021 I purchased a Holly ***** **** 3 gallon bush Late March beginning of April I noticed that the bush was dying. I emailed Julie (manager) pictures and after weeks of calling her she emailed me to let me know that I would not be getting a new Holly bush because I did not plant it right away (it was still in the container) . I emailed her back and told her how was I supposed to plant a bush when the ground is frozen, If this is the case then these bushes can not be sold in the winter because the ground is frozen I live in Maryland not in Florida. She did not respond Thanks for your attention in this matter ******

  Business response

  04/20/2022

  To Whom It May Concern,
  
  We have reviewed the situation, and the customer's request was not eligible for return as per our return policy as it was defined at the time of their purchase. Our return policy is available in our planting guides available at checkout as well as on our website: https://patuxentnursery.com/return-policy/
  
  Our return policy states:
  "The plants that you purchased are high quality, healthy and well cared for. Should a tree or shrub that is planted in the ground and watered according to our written instructions fail to survive, we will gladly help you to understand what is going on with your plants."
  
  "Naturally, this policy cannot cover damage or death beyond our control, such as improper planting (usually too deep), over or under watering, physical damage, insect, wildlife or disease damage, winterkill, or extreme natural conditions such as droughts or ice storms.
  You must return the dead plant(s) for diagnosis with proof of in-ground planting (pictures) and bring the original receipt before we can issue any credits."
  
  "Please note: Eligible trees and shrubs that are grown in locations other than in ground, such as plants that are in containers, are not covered by our replacement policy."
  
  The customer asked to return a plant that violated two of our return policy stipulations:
  
  1. The customer did not plant her plant within an appropriate amount of time to ensure a healthy tree. It is at our discretion and the discretion of our Certified Professional Horticulturalists to determine when it is safe and advisable to plant trees in Maryland. In December of 2021 there were ample days when the ground was not frozen, and we have always advised all of our customers to plant their trees and shrubs as soon as possible on days when the soil is thawed enough to dig. This is to allow the plant as much time as possible to establish a healthy root system. We do not recommend leaving large trees or shrubs in pots outside except under rare circumstances - this is not one of those exceptions. 
  
  2. After reviewing the photos provided, our team of Certified Professional Horticulturalists determined that this tree does not appear to have been properly watered and cared for, which we require and state in our return policy. Nor the other plants around it - they all appear to have not been adequately watered over the winter season. 
  
  Since our return policy is available on our website and at checkout and was not adhered to, we cannot process a return or refund at this time. If there are any further questions we may be contacted at custserv@patuxentnursery.com

  Sincerely,

  Patuxent Nursery General Management Committee

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