Burgess Seed & Plant Company

Initial Business Response / [redacted] (1000, 5, 2016/08/22) */ Dear Ms [redacted] : We are in receipt of recent correspondence regarding the order you placed with us in FebruaryPlease note, our guarantee is as follows: "If any item you purchased does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within year of receipt...Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returnedFor a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within days of receipt." Even though, based on the above, we are under no obligation you may return the replacement shipping label with a list of what items are dead for a refundPlease return paperwork to attention for quicker processing Very Truly Yours, Burgess Seed & Plant [redacted] Customer Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) My main point in filing a complaint is that they send dead plant material to begin with! Even the replacements were dead! For me to send the dead plants back at my expense does not make sense to meFor $worth of plants it [redacted] cost me $or more to return themIf the company would send live plant material to begin with there would not be a problemI believe they knowingly send dead plants, knowing people will not pay to return themThey are making money on this schemeI will complain about them every chance I get and tell all my friends, co-workers, family to not patronize their companyI would like their practices investigated as I know I am not the first person this has happened to

Initial Business Response / [redacted] (1000, 5, 2016/07/27) */ Dear Ms [redacted] : Thank you for your recent correspondence in which you state that you returned your shipping label to us at an earlier dateWe have extensively checked our files and at this time and at this time, we do not have a record of having your original shipping label here at the company If we had received your earlier correspondence, we may have returned it to you with a request for further information or asked a questionIf this is the case, please resubmit the label to me with answers to any of the questions we askedIf you have not received the label back from us, we can only assume it has been lost in the mail Please double check your files and return the original shipping label together with all of the correspondence so that we may review your account and requestAt this time, your order is beyond the one-year guarantee time frameHowever, we are willing to process a replacement if you are able to send us the proper paperwork If you are unable to supply the shipping label, we are still willing to process an adjustmentIn lieu of the label, please return a proof of purchase (i.ea copy of your cancelled check or charge card statement) and we will be happy to process a replacement or credit voucherPlease be sure that your correspondence clearly states how many of which item is dead Please note, to date we have not received your proof of purchase (copy of credit card statement)We have only received a copy of your order Very Truly Yours, Burgess Seed & Plant [redacted] Customer Service

Dear Mrs [redacted] :We have received your inquiry regarding an order you placed with usYou state that you have not yet received your order.We regret that you have been inconvenienced in any wayHowever, we have checked with our shipping room and find that your order has been shipped (tracking # 9261292700223938369764)It should reach you in the very near future, if it has not already done so.The shipping information, as well as the tracking number were communicated to you on 5/6/in response to your email.Thank you again for your interest in our merchandise and we shall look forward to serving you again soon.Very Truly Yours,Four Seasons Nursery [redacted] ***Customer Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.I appreciate your help and look forward to never working with this comoany (Burgess) againWith out you a resolution would have never been foundThank you

Dear Ms [redacted] :We are in receipt of correspondence regarding the order you placed with us 3/31/for $225.60, which shipped in packages on 4/6/16, 4/18/16, and 4/21/16.Even though your order is past the 1-year guarantee time frame, please return the original shipping label and a list of how many of what item(s) is dead for adjustment.Very Truly Yours,Burgess Seed & Plant [redacted] Customer Service

I am rejecting this response because: Your claim is that it is against MasterCard/visa regulationsI used a Discover cardHave you even tried? Or are you going off the regulations of companies that I didn't use?

I am rejecting this response because: I'm not wasting any more money on them they can send me a pre-paid postage label so I can return the label but they have my order number so why should I have to send back information they clearly have because I ordered off of them that makes no sense I just want a refund for the money I wasted on their productsI don't plan on wasting any more by paying postage to send them information they have that's senseless

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ Thank you for your inquiry regarding the plants you received from usThe replacement request for the Male Kiwi was received on 6/2/We have checked with our shipping area and found that the Kiwi was shipped on 6/15/15, so you should be receiving it soon if not already You also stated that some of the items from package #1, which you more recently received, appear "dead" or have not yet started to bud and leaf out Much of our nursery stock is shipped in a dormant, bare root condition or in starter pots that require transplantingAlso, your plants may be stressed by shipmentTherefore, the plants may look dead, be droopy upon arrival, have lost leaves in shipment, or may leaf out later than an established plant If you have not directly done so, please plant all plants immediately following the instructions in our planting bookletWater regularyGive them a chanceIn nearly every instance the plants will grow and thrive It can take 6-weeks in warm weather for plants to come out of dormancy and show signs of lifeIf, offer six weeks of planting, your plants do not out or if you are certain they are not drive, return the original shipping label from the package as required by the guaranteeUpon receipt, replacement order or credit certificate will be scheduled for youPlease include a full explanation of the problem by item and quantity Thank you again for your communicationGive your plants a chance and in all likelihood they will be strong snd besutiful in your yard or garden Very truly yours, BURGESS SEED & PLANT COMPANY Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I followed their directions of sending the original shipping label and a detailed listing of what was wrong with each plant, and they returned it with the above letterI sent another email saying that I have been a Master Gardener for years, I teach people to plant, know a dormant plant from a dead one etcThey responded that if I returned the material, they [redacted] replace plants or send a creditThis is acceptable if it actually happensMeanwhile, I [redacted] have lost a growing season for these plants Thank you for your interventionI was getting nowhere with their Customer Care Final Consumer Response / [redacted] (2000, 8, 2015/07/09) */

Dear Mr [redacted] Per your request, we cancelled your order and are issuing a credit to yourcharge card in the amount of $136.36.Thank you for your interest in our merchandise.Very Truly Yours,Burgess Seed & Plant [redacted] Customer ServiceSP:KC

Dear Ms [redacted] ***:We are in receipt of your recent correspondence regarding your $order from 5/2/17.We only received trees back from your order, and they were not received until months later, not withing days as specified by our guaranteeNevertheless, in the interest of customer satisfaction and as a non-precedent setting exception, we are issuing a credit to your charge card for $which represents the value of the trees you stated you returned.Very Truly Yours,Burgess Seed & Plant [redacted] Customer Service

Dear Ms [redacted] ***:We are in receipt of recent correspondence regarding the order you placed with us on 5/2/which shipped on 5/19/and included tressPlease note, our guarantee is as follows:If any items you purchased from us does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within year of receiptReplacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returnedFor a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within days of receipt.In mid-July, we received back trees with no note or other correspondenceIn august, we received a copy of your credit card statementOn 9/1/we wrote you a letter requesting additional information (see copy enclosed)We now understand that you no longer have the original shipping labelWe also understand that you returned 4-Scarlet Red maplePlease clarify which other three trees were returned so proper credit can be issued.Very Truly Yours,Burgess Seed & plant [redacted] Customer Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12177432, and find that this resolution is satisfactory to me

Initial Business Response / [redacted] (1000, 5, 2016/05/04) */ Dear Mrs [redacted] : Thank you for your letter concerning some nursery merchandise you have received from us We are sorry to hear that a mistake has been made in filling your orderWe are issuing a replacement for the items Very Truly Yours, Burgess Seed & Plant [redacted] Customer Service Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I wanted from the beginning was what I paid forThank you!

I am rejecting this response because: It's a sham and a dodgeThe plants were received deadThey wasted my time and my money and I want nothing to do with themI will make an effort to share this with anyone who cares

Dear: Ms [redacted] We're sorry to hear that you have had a problem with the nursery stock you ordered from usThough we do our best, problems can sometimes arise with live plants.Our guarantee specified that a refund of the purchase price of the plants would be made if the order was returned within fourteen (14) days of receiptAlthough your order was not returned within the fourteen (14) day limit, you are still completely covered by our free replacement guarantee.Therefore, we are enclosing a Replacement Certificate for the full value of the item(s)Please note: the Replacement Certificate does not include the shipping charges, as replacement orders are automatically shipped prepaid.You may use this Replacement Certificate in one of two ways: you may order the same item(s) during the next regular season, or you may apply the full amount toward the purchase of any other merchandise in our catalogTo redeem, simply mail the original Replacement Certificate to us with your order.Sincerely,Customer Service

Initial Business Response / [redacted] (1000, 7, 2016/08/22) */ Dear Mr [redacted] : We are in receipt of recent correspondence regarding the order you placed with us in JulyPlease note, our guarantee is as follows: "If any item you purchased does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within year of receipt...Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returnedFor a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within days of receipt." Therefore, please simply return the plants and the original shipping label, in accordance with our guarantee, for a refundPlease return to my attention for faster processing Very Truly Yours, Burgess Seed & Plant [redacted] Customer Service Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company must not care about their customers as they didn't read my complaint that was filedThey SENT me dead plantsI do NOT want a replacement of more dead plantsI want a total refundI have the original packing slip and I will NOT ship back dead plantsI have attached pictures of the dead plantsI have been gardening for years and know what a dead plant is

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meHowever upon receiving the product it looked like a bag full of dirt there were no seedsKnow that I will not ever be doing business with this company again

Dear Mrs [redacted] :We are in receipt of your recent correspondence regarding your orderIn order to complete the guarantee, please return the ORIGINAL SHIPPING LABEL from the package containing the Cat Grass, together with this letterAlso, please clarify what plants were returned.As soon as we receive the above items, we will process your adjustment in a timely manner.Very Truly Yours,Burgess Seed & Plant Co[redacted] Customer Service

Initial Business Response / [redacted] (4000, 11, 2015/07/14) */ Dear Mr***: As stated in our catalogs and our website, our cancellation policy is: "We can only guarantee cancellation of an order if it is requested the same day the order is placedAll other cancellation requests must come to us in writingOnce we have begun shipping for the season, it is difficult to cancel an order." Once we have received an order for merchandise, we immediately make arrangements for preparation and shipmentEach order is individually evaluated and nursery stock reserved so that the order will be shipped and arrive at the proper planting time for your geographical area After the processing of an order has begun and we have relied to our detriment upon the order, it becomes a binding agreement between usIt is next to impossible to reverse the procedure once it has begun Based upon the above it is almost impossible to cancel an orderGood business practices require an order processing procedure that insures that the nursery stock will be promptly delivered to the customer in good healthy conditions and ready for planting However, if you no longer desire the merchandise, you may return it per the terms of our warranty, along with the original shipping label, for a refund Very truly yours, BURGESS SEED & PLANT COMPANY [redacted] Customer Service SP:RR Initial Consumer Rebuttal / [redacted] (4200, 14, 2015/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did not take possession of the items, therefore we cannot return the items that we did not receiveHad burgess checked with their shipping department they would know thatWe have sent a you a copy of our correspondence with burgessThe only thing we require is a credit to our credit card of $and this will be overWe do not nor did have the products supposedly shipped , therefor we cannot return something we do not have Final Consumer Response / [redacted] (3000, 15, 2015/07/17) */ Original Message From: Faye (mailto: [redacted] ) Sent: Sunday, July 12, 9:AM To: [redacted] Subject: Complaint ID#XXXXXXXX This is a copy of the letter received from BurgessSince we had already canceled the order, June When delivery was attempted we refused it and "Returned To Sender"There fore we can not return something we do not have and never did Final Business Response / [redacted] (4000, 18, 2015/07/27) */ Dear Ms [redacted] Thank you for your inquiry concerning a complaint from one of our customers, [redacted] of Jacksonville, NCWe are enclosing a copy of our 6/26/letter to you and Mr***It appears that you may have received the letter on 6/29/(as noted in your tracking ) but didn't log it into your system Since the 6/26/letter was sent to Mr***, we have received the package back, which was refused by the customerIn addition, we also received notification of a chargeback from the credit card companyTherefore, we are unable to issue a refund until the chargeback is resolved Thank you again for your inquiry and we hope our method of handling this matter is satisfactory Very truly yours, Burgess Seed & Plant Company

I am rejecting this response because: The return requirement is the main complaint I have against your company It seems like the whole reason it's put in place is to make it so that most people accidently don't save it and you don't have to live up to anything