ComplaintsforThe Scotts Miracle-Gro Company

• Initial Complaint

  08/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a fertilizer program from Scotts. I received an email that my subscription has been canceled. I paid in full and have not received the complete program. I have sent email to solve my issue with scotts directly, but they have gone unanswered.

  

  Business response

  08/24/2024

  We are sorry for any confusion on this. We received your email in June and sent you a reply on June 10. We show your subscription is active.Furthermore, we show you have an order at the warehouse that will go out to you in the coming days.  You should have received an email for both matters. You may want to check your spam or junk mail to see if the emails have been filtered there. 

  Customer response

  08/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22190020
  
  I am rejecting this response because: I did check my email (ALL). The only emails I get an I will quote "We're sorry to see you go, but we thank you for giving us a try. This email confirms that your Early Fall subscription is now expired", dated 08/10/2024. This has happened twice. I sent emails to Scotts, but they never respond to them, maybe they should check there Spam folder. 
  
  Regards,
  
  **** *****

  

  Business response

  09/03/2024

  I am sorry you were unable to find our emails. I show you emailed us on 4/20 stating that your credit card expired. We wrote you back and said your account was open. I show you messaged us on 5/10, you said you received an email the account had expired. We told you to sign up again. You did sign up again on 5/14. On 6/10, you messaged us and said you had received your first application and wanted to know what was going on. We replied that your order for your next application was processing, That was the last email we received from you. 

  I received your BBB complaint. I explained your account was active, and your next shipment was on the way. After I received your latest message, I double-checked and your most recent order was delivered to you on Aug 29. 

  You may want to add our email address to your contacts so there will not be a concern about where the email is. We reply to every email we receive. 

   

  Customer response

  09/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22190020
  
  I am rejecting this response because: I keep getting emails stating my account has expired. I signed up twice now and paid twice for supposedly the same program. You need to look at what I have paid and issue a refund for double payment.
  
  Regards,
  
  **** *****

  

  Business response

  09/09/2024

  Hello, 

   

  Can you forward us an email to review that says your account has expired? 

  Would you like us to close the account? I can assure you it is still active. 

  Customer response

  09/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22190020
  
  I am rejecting this response because: I signed up twice now for the same program. Why should I have to pay twice, you have still not addressed my payments?
  
  Regards,
  
  **** *****

  

  Business response

  09/13/2024

  You signed up the first time on April 10, 2023. At that time, a payment was made for one year. When it was time for the service to renew on April 10, 2024, the card was declined. The card on file was updated on April 20. However, it didn't charge, as the account was cancelled, so you had to sign up again. You signed up for the service again on May 14. The service is for another year, so you will receive product from us until May 14, 2025. At that time, the service will renew again. There are not two accounts or anything irregular with your service.  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased one of their products based on the advertisement of "$14 cash back in rebate" signage located in store. Submitted my receipt and followed all steps to receive my rebate. They said the rebate amount was now $10. Fine. I was ****** at the deception, but submitted it anyway. Received my "rebate" in the mail and it was now $5. I purchased the more expensive product because of the rebate involved. It is illegal and fraudulent to advertise one amount, offer a different amount, and then send a third, even lower amount. I guarantee there will be a class action lawsuit eventually, this is ridiculous.

  

  Business response

  08/19/2024

  Hello, 

  Please forward a copy of the receipt for the product.

   

  Thank you, 

  ******

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2024 I purchased about $50 worth of bagged soil. I dump them into pots, and see garbage. Actual garbage, including:Fingers of gloves The entire palm of a glove Fingers of hairclips Springs of hairclips *************** bag shreds Plastic flagging Nails This is absolutely unacceptable quality control, especially from an otherwise monopolized publicly advertised dirt, soio and garden supplier. I know I can get soil and dirt elsewhere, but I opened SIX BAG IN A ROW to find nearly a QUARTER POUND of garbage in the dirt. Anybody without a garden or raised beds could have gotten those, any of which with children, to which would get harmed by the literal nails I found in the dirt.

  

  Business response

  08/01/2024

  Thank you for contacting us.
  
  
  We received your BBB Complaint. I will post this email to the BBB as my response.
  
  
  We apologize for the metal pieces that you have found in your nails and other debris. We would like to assure you that Scotts makes every effort during manufacturing to ensure our products stay as pure as possible. Please rest assured that I will forward your information on to our **************************** so they can investigate this matter and look for ways to make sure this does not happen again.
  
  We need further information, though. We need the following:
  -The full name or UPC code from the product that you used.
  -Proof of purchase, either the receipt (with your case number written at the top; Case number ********) or the barcodes all in one picture with the case number (********) written through each barcode
  -We need your full name
  -We also need your full address and phone number (a number was omitted from the phone number on the BBB complaint).
  -We would also like a picture of the debris you found for our quality department.
  
  Again, thank you for taking the time to contact us. Please let us know if we can be of further assistance.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Weed Be Gon Crabgrass Control due to my lawns having crabgrass. I have Kentucky Blue Grass at my house and also my properties where the solution was used. On the bottle, you have a pamphlet that is removeable to read for directions. Unfortunately, the directions that are removeable also have the UPC code on it. I removed the pamphlet to read the instructions and not sure where I put it or if it was thrown away. I still have the bottle. On July 14th 2020, I applied the solution. As days went on, the product did kill the crab grass but also my lawn started turning brown as well. As of today my lawn is brown. I called as the bottle states, won't harm the lawn guaranteed. Today 7/29/2024, I spoke with ********* who was not helpful and blamed me for not having a UPC code on the bottle. As I told him, the company should rethink having the UPC code on the removeable instructions. I don't have a receipt but I stated I have the bottle in hand currently. It's a 32 oz bottle that was used for my house and also my properties. ********* was not help but also put blame on me. I requested a supervisor who didn't have an answer as well. ***** wanted me to go to the company to seek help but I'm not sure if it purchased at ****** **** ***** ** *******. With no UPC code, how will they help me. I released the call as I couldn't get any help on how Ortho solution damaged my grass at my house and one of my properties. I'm seeking a refund and also my grass to be replaced.

  

  Business response

  07/30/2024

  Hello,
  
  I received your message to the BBB and I will post this email as my reply to them.
  
  I have reviewed your case. Let's start with what can be done now to help the situation. I cannot tell if you were told this or not, but you should ensure the lawn(s) received 1.5 inches of water per week for the next 3 weeks. The water will reduce the stress on the lawn and allow some recovery. From the photos, I think some areas may recover and some may not. Ideally, you would water 1/2 inch three times per week.
  
  When I was reviewing the case, I looked up the temperatures for your area. The high temperature was 88 on the day you made the application. This product cannot be applied over 90, however, it should not be applied to a stressed lawn. From reviewing the temps and rainfall in your area around this time, I think the lawn was stressed and that is why this happened.
  
  We do need some form of proof of purchase. I know you said the barcode was removed, and you were not sure of the store. Is it possible that you might be able to view your bank records to narrow it down where you might have purchased the product? Do you have online accounts with any of the retailers, you might be able to check?
  
  If we do not have proof of purchase, we can refund you for the product. If we do have proof of purchase, we can refund you for the product, and we can assist with seed for the areas that do not recover once you have watered the lawn for 3 weeks as mentioned above.

  Customer response

  08/02/2024

  I am rejecting this response because: I don't need anyone telling me to water my grass. This product didn't work and I have the product I used and it failed. My yard has won best lawn for over 50 years. I have a flower and vegetable garden. I use water timers for my grass. I also didn't put it down during hot temperatures. This was done after dawn when the temperatures were cooler. I'm not going back and forth with a company that damaged my lawn. I will take this to court and let a judge decide. Going through bank statements will not resolve the issue as it doesn't give itemized information. I went to all three places and they said a barcode is needed. They also suggested the company stop putting the barcode on the removable part because people always lose the paper and no barcode is shown. I'm done, I'm rejecting thos response. 
  
  Regards,
  ******* ******

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April of this year I visited *** ******** ** **** ******* and bought 90 bags of Miracle Grow Garden Soil 1 cu. ft. I put miracle gro potting soil all over my outdoor garden, my asparagus garden, my green house, and my orchard. It is ALL sprouting various kinds of mushrooms everywhere. I live in Wyoming. It's a high desert and mushrooms are just not native. I've gardened for 20 years and never seen one. Obviously the bags of soil were full of various kinds of mushroom spores. I now have thousands of mushrooms! It's been several months, consequently, I no longer have purchase receipts, but I'm pretty sure I can find them on my bank statements. However, I'm not looking for a refund, I just want the mushrooms gone! What do I do?

  

  Business response

  07/18/2024

  This is the first contact we have received from the customer. I have emailed her on this matter. I have pasted it below, however, the email I sent her does have further information for a refund. 

  Thank you for contacting us.
  
  We apologize for the that you have found growing in your Miracle-Gro Garden Soil All-Purpose. Our soils are natural composted products that are high in organic material and have not been sterilized or treated with any chemicals to kill off resident fungi or bacteria. Natural growing media such as Miracle-Gro Garden Soil All-Purpose by nature may develop. In fact, fungus and mold has been scientifically proven to improve the growth of plants; therefore, sterilizing the soil would destroy beneficial organisms.
  
  Fungus or mold only becomes a problem if there is an overgrowth. Overgrowth occurs when the soil is consistently kept too wet. The mold and fungus that grow on soils and mulch are safe for people to be around, although, as always, we recommend you use gloves when working with any soil product.
  
  We want you to be confident in our products. For that reason, we offer a product guarantee to our consumers. While our products carry a No-Quibble Guarantee, original proof of purchase is required before a refund or replacement can be issued.
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a bag of Scott Bermuda grass to fill in some spot in my lawn. Waited the full 28 days and very little to no spouts to be seen. Used my Scott spreader, followed the instructions plenty of water.

  

  Business response

  07/11/2024

  This is our first time hearing from the customer. I have sent him an email to follow up on his request. I have pasted the email below. 

  Thank you for contacting us.
  
  We're sorry that you have experienced problems while using Turf Builder Rapid Grass Bermudagrass. It is certainly frustrating to go through all the work of reseeding an area, only to have the results less than satisfactory. Undoubtedly you will be doing reseeding projects in the future, and we just want to give you a few tips that have been helpful to some of our consumers.
  
  Water is an important factor in successful seeding. The newly seeded areas must be kept constantly moist for weeks on end. Allowing the soil to dry out even for an hour during the critical germination phase can result in seedling death. This may require that you give the seeded areas a light watering two to three times a day for the first few weeks. After that, you will still need to keep the seedlings watered on a regular basis. The soil should feel moist like a wrung-out sponge.
  
  Seeds must come into direct contact with the soil in order to germinate. Our Research Department has told us that if seed is laid on top of old grass, you will have about a 2% germination rate. If you are seeding over an old lawn, we recommend that you rent a slit seeder. If this is not possible, vigorously rake the existing turf, or add a shallow layer of topsoil to the yard prior to seeding. Seed also needs exposure to sunlight. A heavy cover of straw, soil, or other material will cause the seeds to rot, or severely limit germination. Cover seeds with no more than 1/4 of an inch (.63 centimeter) of topsoil or lawn soil.
  
  Two "enemies" of newly seeded lawns are herbicides and lawn diseases. While you have very little control over the outbreak of a lawn disease, do make sure that no weed control or weed prevention chemical has been used in the area, as those products will also prevent or inhibit germination. When used on newly germinated lawns, herbicides will kill off the new grass.
  
  Finally, temperature plays a critical role in seed germination. Soil temperatures must be at least 55°F (13°C) for northern type turf grass seed to germinate (Bluegrass, ryegrass, fescue). Air temperature must typically be between 60 and 80°F (15-26°C). Southern seed types (bermudagrass, zoysiagrass, bahiagrass, etc.) need soil temperatures of at least 70°F (21°C), with air temperatures in the 80's or higher (21°C or above). Seeds will not germinate if the temperatures are cold at night or are fluctuating from high day temperature to very low nighttime temperatures. Very hot weather will also inhibit seed germination.

  
  For products purchased from **********, the receipt is the invoice for the purchase and not the delivery confirmation or a screenshot of the order or delivery. The invoice is found on the order information. Once logged in, go to Account & Lists ->Orders and locate the order for the product then click on "View Invoice" located in right corner of order overview information just under the order number. The Invoice will need to be saved as a PDF or printed and either the PDF or pictures of the invoice attached to your email response.
  Again, thank you for taking the time to contact us. Please let us know if we can be of further assistance.
  
  ******
  ***** **********
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After putting down 6 bas of the mulch in my yard, I became violently ill, which lasted approximately 8 hours. I believe it was caused by mulch toxicity. After writing to numerous people at Scotts corporate office and customer service and sending a follow up letter, I still have not even received a response from anyone. There is no warning regarding this "toxicity" that I could see on any of the bags.

  

  Business response

  06/07/2024

  In April 2024, we received a letter from Ms.********** and reached out multiple times via email (there was no phone number included in the letter). We did not hear back. 
  
  In this BBB contact, we have noticed that not only is there a phone number, but her email address here (***********************) is different from the one given on letter we received (************************. We will reach out again to her now using both the phone number and new email address.

  

  Business response

  06/10/2024

  We left a voicemail for the customer on Friday and then again this morning (6/10), and we have not heard back. There is a male's voice on the voicemail, but we cannot make out the name. 

  The email address on this complaint was also different from the one that was on her letter in April. We have emailed that address now as well, and the email bounced back to us as undeliverable. 

  We are happy to help, but we need to be able to communicate with the customer in order to help. 

   

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently bought 4 bags of Scotts Hyponex Red Mulch from a local ********. After putting the product down in the area it was purposed for I quickly realized the color, as you can see from the pictures is clearly NOT red as stated on the bag as well as on the receipt. Although the cost of this product was slightly less than $10, the initial labor and now the added labor to try to fix the problem will far exceed $10. I called the Scott's company and their solution was to simply refund my money. I tried to explain the labor and effort not only to install but to return to the *******, which is about 70 miles round trip to purchase more Red Mulch (NOT SCOTTS) and remove and dispose of the BROWN mulch sold to me as red is quite a bit more than the 10 bucks Scotts will cover. Not sure how a company this size allows this product to be released for sale when it is clearly NOT the color listed on the label.

  

  Business response

  06/05/2024

  I am sorry to hear you were disappointed with the color of the mulch you purchased. We have offered to refund you for the mulch, as you stated. Our guarantee does not include labor, so we are not able to honor your request. The guarantee is for the product alone. If you forward a picture of the full receipt (it was cut off in the image you sent to the BBB) I will process your refund for you. 

  Customer response

  06/06/2024

  I am rejecting this response because: Scotts sold me Brown Mulch instead of red mulch and rather than accepting a receipt that says YP red mulch which is Hyponex as you well know, I am asked to produce a non 'cutoff' version. 
  Regards,
  
  ****** ************

  

  Business response

  06/10/2024

  I can tell the product by the UPC code that is on the receipt, but I cannot see the date, as it was cut off in your picture. I am requesting a picture of the full receipt. 

  Customer response

  06/13/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased last year Scotts Turf Builder Grass Seeds (Sun and Shade MIX) 20-lb at Lowes. When I opened the bag, the seeds look very old. But I still try to seed them last year, but it did not grow at all. I tried again this Spring around Mother’s day for the good temperature, it did not grow at all. I have wasted money and time on this product, it did not work at all. Please help to get my money back as Scotts advertised guarantee money back shown on the bag. Also, Scotts should compensate my effort for trying 2 seasons with no success for their product to be fair.

  

  Business response

  06/01/2024

  We have not heard from this customer prior to this complaint.

  I have put a refund in for the amount reflected on his receipt and he can expect a refund in 4–6 weeks. I have also sent the email below to him. 

  Thank you for contacting us.

  We're sorry that you have experienced problems while using Scotts Turf Builder Grass Seed Sun & Shade Mix. It is certainly frustrating to go through all the work of reseeding an area, only to have the results less than satisfactory. Undoubtedly you will be doing reseeding projects in the future, and we just want to give you a few tips that have been helpful to some of our consumers.
  
  Water is an important factor in successful seeding. The newly seeded areas must be kept constantly moist for weeks on end. Allowing the soil to dry out even for an hour during the critical germination phase can result in seedling death. This may require that you give the seeded areas a light watering two to three times a day for the first few weeks. After that, you will still need to keep the seedlings watered on a regular basis. The soil should feel moist, like a wrung-out sponge.
  
  Seeds must come into direct contact with the soil in order to germinate. Our Research Department has told us that if seed is laid on top of old grass, you will have about a 2% germination rate. If you are seeding over an old lawn, we recommend that you rent a slit seeder. If this is not possible, vigorously rake the existing turf, or add a shallow layer of topsoil to the yard prior to seeding. Seed also needs exposure to sunlight. A heavy cover of straw, soil, or other material will cause the seeds to rot, or severely limit germination. Cover seeds with no more than 1/4 of an inch (.63 centimeter) of topsoil or lawn soil.
  
  Two "enemies" of newly seeded lawns are herbicides and lawn diseases. While you have very little control over the outbreak of a lawn disease, do make sure that no weed control or weed prevention chemical has been used in the area, as those products will also prevent or inhibit germination. When used on newly germinated lawns, herbicides will kill off the new grass.
  
  Finally, temperature plays a critical role in seed germination. Soil temperatures must be at least 55°F (13°C) for northern type turf grass seed to germinate (Bluegrass, ryegrass, fescue). Air temperature must typically be between 60 and 80°F (15-26°C). Southern seed types (bermudagrass, zoysiagrass, bahiagrass, etc.) need soil temperatures of at least 70°F (21°C), with air temperatures in the 80's or higher (21°C or above). Seeds will not germinate if the temperatures are cold at night or are fluctuating from high day temperature to very low nighttime temperatures. Very hot weather will also inhibit seed germination.
  
  I received your proof of purchase through the BBB and I have issued you a check for $64.99. You can expect the check in 4–6 weeks. We do not refund for time our labor. Our guarantee is for the product alone.
  
  Again, thank you for taking the time to contact us. Please let us know if we can be of further assistance.
  
  

   

  Customer response

  06/03/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  *** ****

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bag of Scott's Halts with crabgrass preventer on March 6, 2024. The **** receipt is attached. I applied a dose of tis using a Scott's spreader as directed in mid-March. After 4 weeks I noticed many spots of crabgrass sprouting all over the areas that I had spread the fertilizer. I applied. another dose on the third week of April. I still have spots of crabgrass. I had the same issue last summer, and by August I had a large amount of crabgrass, most of which I removed by digging and pulling. This stuff does not prevent crabgrass like it did years ago.

  

  Business response

  05/14/2024

  The customer has never contact us prior to this BBB complaint. The weed that he sent pictures of is not crabgrass. It is called Nutsedge or nutgrass. It is not controlled by Scotts Turf Builder with Halts, which he used. There are control products for nutsedge (Ortho Nutsedge Killer for Lawns being one of them) In addition, when I reviewed the photos, I noted the lawn is thin. If the customer seeds in the fall, this will help address some of the weed issues. Thicker turf will push out weeds. Because he applied Scotts Turf Builder with Halts, he will not be able to seed for 4 months after that application. Even though, the product does not control the weed he has, I have put in a refund for him for the product. It will be sent to him as a check, and he can expect it in 4-6 weeks.

  Customer response

  05/17/2024

  I accept the business's response to resolve this complaint.
  
  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. ↩