Bonnie Plants

Revdex.com S4th Street Louisville, KY 40203- Complaint ID [redacted] Dear [redacted] : Thank you for your time on the phone yesterdayAs mentioned, Bonnie Plants utilizes a Customer Service Platform called “Zen Desk” (https://www.zendesk.com) Consumers write in to us through the Zen Desk Platform, accessing it from our website on this https://bonnieplants.com/contact-us/ Zen Desk inquiries are time and date stamped and cannot be editedI have copy-pasted the entire exchange between consumer [redacted] and [redacted] , one of our Customer Service Representative (Please start from the bottom of this correspondence for sequential emails) As you may know, Bonnie Plants is a whole sale greenhouse grower and the largest producer of vegetables and herbs in North America, with growing stations, serving statesOur plants are available at [redacted] ***, [redacted] and [redacted] stores, nationwide and in 5,independent garden retailers Live goods (veggie and herb plants) are always susceptible to environmental conditions, weather, airborne pathogens, bacteria, soil pathogens, left over garden debris containing bacteria which are airborne, weeds, Mother Nature and gardener care As you can see below, Ms [redacted] ’s complaint to Bonnie Plants was different than her complaint to the Revdex.com, Ms [redacted] said: Unfortunately this season's bell pepper and ***ato plant never grew or produced veggiesI even planted them in different towns two hours apart from each other, different soil, different water, different owner Also, Ms [redacted] purchased the plants in May, but we were not contacted by her until August 3, Ms [redacted] ’s complaint to the Revdex.com included information she never shared with us in her complaint, she wrote to the Revdex.com and states: “purchased multiple vegetable plants, planted different homes hours apart, watered everyday, after months of non growth dug up and bone dry, even the corrugated stuff they say will dissolve didn’t, just choked the rootsWhen I wrote cust service, they blamed me and did not take responsibility for a bad crop this year” First, I would like to start by addressing Bonnie Plants’ Customer Service rep, [redacted] ’ response (please see below) [redacted] was not only very respectful and polite; he explained that the problems she was experiencing with her plants could be attributable to environmental issues and/or gardener’s care- although [redacted] does add he was not suggesting Ms [redacted] ’s lack of care [redacted] also checked our Zen Desk data base to ascertain if there were any other complaint issues with our plants in Ms [redacted] ’s geographical region, and found none [redacted] respectfully addressed as much as he could in response to Ms [redacted] ’s complaint and even offered to connect Ms [redacted] with our hired, third party horticulturist to assist her with expert help in order to try to determine the cause of plant failure (after months of planting)Our “Ask the Expert” feature on our website provides easy access to a hired horticulturist who endeavors to ascertain what the problem could be and then offers remedies, good gardening practices/advice and suggested solutions to consumersSecondly, I would like to address Ms [redacted] ’s communication with the Revdex.com, specifically in regard to the verbiage regarding our biodegradable pots (which she refers to as corrugated)My thought is she may not have followed our label directions when planting our biodegradables, which indicate on our label how to plant (*see attached label)After drenching the biodegradable pot with water and cutting off our label, the bot [redacted] of our biodegradable pot must be peeled off so plant roots are in direct contact with the soilIf the pot is not planted properly, following label directions, and the bot [redacted] is not peeled off, the plant’s growth can be stunted and the plant could potentially die due to its roots lack of ability to connect with the soil and uptake nutrients as well as water through the root systemIf Ms [redacted] had sent Bonnie Plants the same complaint she sent to the Revdex.com, we would have had more specific, pertinent information regarding her complaint and we would have quickly inquired if Ms [redacted] removed the bottom of the biodegradable pot, as that could have been the origin of the problemThen finally I would like to address Ms [redacted] ’s response to [redacted] Ms [redacted] stated: “ [redacted] - You owe us a refund you [redacted] ***” I am confident you will agree that we did not have an appropriate response to such unnecessary, unwelcomed, and undeserved vulgarity and disrespectI do think once you read the email string between Bonnie and Ms [redacted] , you will see we did try to help her but Ms [redacted] did not accept our offered assistance and instead chose to send quite a disrespectful reply, which we did not respond toThere has been no further contact/communication between Ms [redacted] and Bonnie PlantsI would greatly appreciate it if you would contact me after you perform the processing of this complaint and share with me your resolutionIf you have any additional questions, please feel free to contact me at your convenience [redacted] For Bonnie Plants

Revdex.com S4th Street Louisville, KY 40203- Complaint ID *** *** ** Dear ***: Thank you for your time on the phone yesterdayAs mentioned, Bonnie Plants utilizes a Customer Service Platform called “Zen Desk” (https://www.zendesk.com) Consumers write
in to us through the Zen Desk Platform, accessing it from our website on this page: https://bonnieplants.com/contact-us/ Zen Desk inquiries are time and date stamped and cannot be editedI have copy-pasted the entire exchange between consumer *** *** and *** ***, one of our Customer Service Representative. (Please start from the bottom of this correspondence for sequential emails). As you may know, Bonnie Plants is a whole sale greenhouse grower and the largest producer of vegetables and herbs in North America, with growing stations, serving statesOur plants are available at *** ***, *** and *** stores, nationwide and in 5,independent garden retailers. Live goods (veggie and herb plants) are always susceptible to environmental conditions, weather, airborne pathogens, bacteria, soil pathogens, left over garden debris containing bacteria which are airborne, weeds, Mother Nature and gardener care. As you can see below, Ms***’s complaint to Bonnie Plants was different than her complaint to the Revdex.com, Ms*** said: Unfortunately this season's bell pepper and ***ato plant never grew or produced veggiesI even planted them in different towns two hours apart from each other, different soil, different water, different owner. Also, Ms*** purchased the plants in May, but we were not contacted by her until August 3, Ms***’s complaint to the Revdex.com included information she never shared with us in her complaint, she wrote to the Revdex.com and states: “purchased multiple vegetable plants, planted different homes hours apart, watered everyday, after months of non growth dug up and bone dry, even the corrugated stuff they say will dissolve didn’t, just choked the rootsWhen I wrote cust service, they blamed me and did not take responsibility for a bad crop this year” First, I would like to start by addressing Bonnie Plants’ Customer Service rep, *** ***’ response (please see below)*** was not only very respectful and polite; he explained that the problems she was experiencing with her plants could be attributable to environmental issues and/or gardener’s care- although *** does add he was not suggesting Ms***’s lack of care. *** also checked our Zen Desk data base to ascertain if there were any other complaint issues with our plants in Ms***’s geographical region, and found none*** respectfully addressed as much as he could in response to Ms***’s complaint and even offered to connect Ms*** with our hired, third party horticulturist to assist her with expert help in order to try to determine the cause of plant failure (after months of planting)Our “Ask the Expert” feature on our website provides easy access to a hired horticulturist who endeavors to ascertain what the problem could be and then offers remedies, good gardening practices/advice and suggested solutions to consumersSecondly, I would like to address Ms***’s communication with the Revdex.com, specifically in regard to the verbiage regarding our biodegradable pots (which she refers to as corrugated)My thought is she may not have followed our label directions when planting our biodegradables, which indicate on our label how to plant (*see attached label)After drenching the biodegradable pot with water and cutting off our label, the bot*** of our biodegradable pot must be peeled off so plant roots are in direct contact with the soilIf the pot is not planted properly, following label directions, and the bot*** is not peeled off, the plant’s growth can be stunted and the plant could potentially die due to its roots lack of ability to connect with the soil and uptake nutrients as well as water through the root systemIf Ms*** had sent Bonnie Plants the same complaint she sent to the Revdex.com, we would have had more specific, pertinent information regarding her complaint and we would have quickly inquired if Ms*** removed the bottom of the biodegradable pot, as that could have been the origin of the problem.Then finally I would like to address Ms***’s response to *** *** Ms*** stated: “*** *** - You owe us a refund you *** ** * ***”. I am confident you will agree that we did not have an appropriate response to such unnecessary, unwelcomed, and undeserved vulgarity and disrespectI do think once you read the email string between Bonnie and Ms***, you will see we did try to help her but Ms*** did not accept our offered assistance and instead chose to send quite a disrespectful reply, which we did not respond toThere has been no further contact/communication between Ms*** and Bonnie PlantsI would greatly appreciate it if you would contact me after you perform the processing of this complaint and share with me your resolutionIf you have any additional questions, please feel free to contact me at your convenience*** *** For Bonnie Plants

Revdex.com 844 S. 4th Street Louisville, KY...

40203-2186   Complaint ID [redacted]   Dear [redacted]:   Thank you for your time on the phone yesterday. As mentioned, Bonnie Plants utilizes a Customer Service Platform called “Zen Desk” (https://www.zendesk.com) Consumers write in to us through the Zen Desk Platform, accessing it from our website on this page: https://bonnieplants.com/contact-us/ Zen Desk inquiries are time and date stamped and cannot be edited. I have copy-pasted the entire exchange between consumer [redacted] and [redacted], one of our Customer Service Representative.  (Please start from the bottom of this correspondence for sequential emails).  As you may know, Bonnie Plants is a whole sale greenhouse grower and the largest producer of vegetables and herbs in North America, with 77 growing stations, serving 48 states. Our plants are available at [redacted] and [redacted] stores, nationwide and in 5,000 independent garden retailers.  Live goods (veggie and herb plants) are always susceptible to environmental conditions, weather, airborne pathogens, bacteria, soil pathogens, left over garden debris containing bacteria which are airborne, weeds, Mother Nature and gardener care.  As you can see below, Ms. [redacted]’s complaint to Bonnie Plants was different than her complaint to the Revdex.com, Ms. [redacted] said:  Unfortunately this season's bell pepper and [redacted]ato plant never grew or produced veggies. I even planted them in 2 different towns two hours apart from each other, different soil, different water, different owner.  Also, Ms. [redacted] purchased the plants in May, but we were not contacted by her until August 3, 2016. Ms. [redacted]’s complaint to the Revdex.com included information she never shared with us in her complaint, she wrote to the Revdex.com and states: “purchased multiple vegetable plants, planted 2 different homes 2 hours apart, watered everyday, after 3 months of non growth dug up and bone dry, even the corrugated stuff they say will dissolve didn’t, just choked the roots. When I wrote cust service, they blamed me and did not take responsibility for a bad crop this year” First, I would like to start by addressing Bonnie Plants’ Customer Service rep, [redacted]’ response (please see below). [redacted] was not only very respectful and polite; he explained that the problems she was experiencing with her plants could be attributable to environmental issues and/or gardener’s care- although [redacted] does add he was not suggesting Ms. [redacted]’s lack of care.  [redacted] also checked our Zen Desk data base to ascertain if there were any other complaint issues with our plants in Ms. [redacted]’s geographical region, and found none. [redacted] respectfully addressed as much as he could in response to Ms. [redacted]’s complaint and even offered to connect Ms. [redacted] with our hired, third party horticulturist to assist her with expert help in order to try to determine the cause of plant failure (after 3 months of planting). Our “Ask the Expert” feature on our website provides easy access to a hired horticulturist who endeavors to ascertain what the problem could be and then offers remedies, good gardening practices/advice and suggested solutions to consumers. Secondly, I would like to address Ms. [redacted]’s communication with the Revdex.com, specifically in regard to the verbiage regarding our biodegradable pots (which she refers to as corrugated). My thought is she may not have followed our label directions when planting our biodegradables, which indicate on our label how to plant (*see attached label). After drenching the biodegradable pot with water and cutting off our label, the bot[redacted] of our biodegradable pot must be peeled off so plant roots are in direct contact with the soil. If the pot is not planted properly, following label directions, and the bot[redacted] is not peeled off, the plant’s growth can be stunted and the plant could potentially die due to its roots lack of ability to connect with the soil and uptake nutrients as well as water through the root system. If Ms. [redacted] had sent Bonnie Plants the same complaint she sent to the Revdex.com, we would have had more specific, pertinent information regarding her complaint and we would have quickly inquired if Ms. [redacted] removed the bottom of the biodegradable pot, as that could have been the origin of the problem.
Then finally I would like to address Ms. [redacted]’s response to [redacted].  Ms. [redacted] stated: “[redacted] - You owe us a refund you [redacted]”.  I am confident you will agree that we did not have an appropriate response to such unnecessary, unwelcomed, and undeserved vulgarity and disrespect. I do think once you read the email string between Bonnie and Ms. [redacted], you will see we did try to help her but Ms. [redacted] did not accept our offered assistance and instead chose to send quite a disrespectful reply, which we did not respond to. There has been no further contact/communication between Ms. [redacted] and Bonnie Plants. I would greatly appreciate it if you would contact me after you perform the processing of this complaint and share with me your resolution. If you have any additional questions, please feel free to contact me at your convenience. [redacted] For Bonnie Plants