Burgess Seed & Plant Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I received the ordered items todayThey were shipped out the same day your response was submittedThank you

I am rejecting this response because:The complaint was regarding the whole order, not just the potatoesThe plants we received that were supposed to be "hibiscus" had no label as to what they were & were just dried out sticks of somethingThey couldn't be planted because, as indicated, were dried sticks of something; in other words, the were NOT viable, healthy plants as one would expect them to beFrom the beginning, we expected to receive healthy, viable plants/potatoes that would grow & produceThat was not the caseEach time we contacted Burgess, we were given a different answer & were told to do something differentEach time, however, they would send the correspondence that we had sent back to us & then; the only consistent thing they requested, was to send all the previous correspondence plus new correspondence back to themEach time, costing us more & more to send the correspondenceThat is why we requested the entire amount be credited it back to us; to re-coop some of the cost we had encounteredWe believe that we have a legitimate reason for asking for a full refundThank you for your assistance in this matterRespectfully, Michelle D***P.SPLEASE NOTE THAT OUR E-MAIL HAS CHANGED EFFECTIVE MARCH 6, - IT IS NOW: ***@atlanticbb.netTHANK YOU!

January 16, 2018*** *** ** *** ***Chillicothe, OH 45601-9368 Dear Mr***:We have received your recent correspondence regarding the order you placed with us.Our printed guarantee states:If any item 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 receiptIf you are dissatisfied with any merchandise, return it together with the ORIGINAL SHIPPING LABEL within year of receipt for a FREE REPLACEMENTReplacement 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.We are sorry that you no longer have the original shipping label, and therefore are unable to comply with our guaranteeIn the interest of customer satisfaction, we would be willing to make a one-time exception and accept a copy of your proof of purchase (credit card statement/cancelled check) in place of the original shipping label.Please send the copy of your proof of purchase, along with a list of how many of which items is dead, to my attention for further review.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

I am rejecting this response because:
today Aug,month after getting a shipment of dead plants I received a replacement just as bad as the first one.I feel it has taken a lot out of me and I am so dissapointedI would never recommend this company to anybody .The plants were shipped smart post and took days to arrive ,of course dead

*** *** *** ***Wayland, NY 14572-9563Dear Mrs***:We have received your inquiry regarding an order you placed with us.You state that you have not yet received your order.We regret that you have been inconvenienced in any wayHowever, wehave checked with our shipping room
and find that your order has beenshippedIt should reach you in the very near future, if it has not alreadydone soThe tracking number for the package is***Thank you for your interest in our merchandise and we shall look forwardto serving you again soon Very truly yours, Burgess Seed & Plant*** ***Customer ServiceSP:KC

Initial Business Response /* (1000, 5, 2016/05/09) */
Dear Mr***:
As stated in our catalogs and on 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 *** be shipped and arrive at the proper planting time for your geographical area
After the processing of an order had 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 *** be promptly delivered to the customer in good healthy condition 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
***
Customer Service

Initial Business Response /* (1000, 5, 2016/04/15) */
Dear ***:
We are in receipt of your recent correspondence regarding the order you placed with us in MarchWe are sorry to hear there was confusion about your order when you called our customer service department
Your first order was
placed o the internet, but the charge card was declined and your were emailed notification as your statedThe second order was placed 3/11/and shipped 3/30/(tracking #XXXXXXXXXXXXXXXXXXXXXX)
Very Truly Yours,
Royal Dutch Garden
*** ***
Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before they decided to ship the plants 2nd/valid order, I had asked for a refund which they did not giveI guess they finally found my order, or maybe decided to finally fulfill it after allUpon receiving their letter abovementioned, I checked & the package is on its way back to them because of a USPS issueAgain, on 4/18/I asked for a full refund which I have not yet receivedThey are not operating in good faith and with the customer's wishes in mindThis is very simple; you've provided horrid customer service on multiple occasions and I just want my money back
Final Business Response /* (4000, 9, 2016/05/02) */
Dear Ms***:
We are in receipt of your recent correspondence regarding the order you placed with usThe original order was placed 3/1/to ship to: *** E *** St *** Floor, Tulsa OK XXXXX." We contacted you that the order was cancelled and you called in and replaced this order and it was processed 3/11/This second order shipped 3/30/16, before you requested cancellation
The order was shipped to the address given of *** E *** St *** Floor, Tulsa OK XXXXX." Tracing on the package does show that the post office is having trouble delivering the package because of an invalid addressWe will, therefore, watch for its return
Very Truly Yours,
Royal Dutch Gardens
*** ***
Customer Service
Final Consumer Response /* (4200, 11, 2016/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the package after much trouble and after I had twice asked for a refund instead of the items I orderedIn the interest of spending time with my family and work and not dealing with this imbecilic company anymore, I accepted the package, expect none of these plants to grow as mentioned by previous complaints, and will make sure to have nothing to do with the Burgess Seed conglomerate ever again

Dear Ms***,We have received your recent correspondence regarding the order you placed with usInformation would have been returned to you because not all of the information/documentation was supplied or we had a question.Please send the requested information to my attention for faster processingBe sure to include your proof of purchase(credit card statement/cancelled check), along with a list of how many of which items did not come up and show green this year.We look forward to receiving the requested information.Very truly yours,Royal Dutch Gardening*** ***

Initial Business Response /* (1000, 5, 2015/10/28) */
Dear Mrs***:
We are in receipt of an inquiry regarding the order you placed with us in JulyThe Hemlock you ordered were cancelled per your email request and a credit to your charge card of $for their value was issued on
10/20/
Very truly yours,
Burgess Seed & Plant Company
*** ***
Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I should be refunded my shipping as well! They were not shipped!
Final Business Response /* (4000, 16, 2015/11/20) */
Dear Mrs***:
We are in receipt of a recent inquiry regarding your order from earlier this yearYour order was processed to ship in two packagesThe Pep-Start Pills shipped on 8/4/and the Hemlock were cancelled and a refund issued
The $shipping and processing charge is a flat rate fee regardless of size of orderSince part of the order did ship, there is no shipping and processing to be refunded
Very truly yours,
Burgess Seed & Plant Company
*** ***
Customer Service

Initial Business Response /* (1000, 5, 2016/08/22) */
Dear Ms***:
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
*** ***
Customer Service
Initial Consumer Rebuttal /* (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 *** 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 /* (1000, 5, 2016/08/02) */
Dear Mr***:
We are in receipt of correspondence regarding the order you placed with us in MarchThe order shipped on 4/18/(tracking # XXXXXXXXXXXXXXXXXXXX)
You contacted us that you did not receive the order and a merchandise
credit certificate was issued 6/28/for the value of the items ordered ($66.94)/ If the credit certificate is not wanted, please return it to my attention for a refund
Very Truly Yours,
Burgess Seed & plant
*** ***
Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was charged $Burgess only wants to refund just for the amount of the products order, leaving out the shipping fee
The package that Burgess shipped was damaged enroute and I should not be charged the $shipping, I never got the package, and the packing was Burgess' doing, not mine
Why should I be penalized for shipping fee if I never saw the package
I want a full refund of $
Additionally it took 3-phone calls by myself or my wife to find out where my order wasBurgess failed to call or mail a notification that the order would be delayed or refundedThe customer service was lacking completely by Burgess

Dear Mrs***:As stated in our catalogs and on our website, our cancellation policy is: "We can only guarantee cancellation of an order if it is requested the same date 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 and order."Once we have received an order for merchandise, we immediately make arrangements for preparation and shipmentEach order is individually evaluated and nursery stock 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 condition 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*** ***Customer Service

Initial Business Response /* (1000, 5, 2016/06/13) */
Dear Ms***:
We are in receipt of you 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."
Given the above , we do not feel as though we have any obligation to adjust on your order furtherHowever, we are willing to make an exception and issue a refund if you return the original merchandise credit certificate to my attention
Very Truly Yours,
Burgess Seed & Plant
*** ***
Customer Service

Initial Business Response /* (1000, 10, 2015/07/13) */
Dear Mr***:
We are in receipt of your recent correspondence where you state that you are unable to comply with the terms of our guarantee, which require the shipping label be returned
We are sorry you are unable to return the
shipping labelThe guarantee which is clearly stated in all of the advertisements, the acknowledgment of each order, as well as the literature contained within the package, all clearly state that in order to receive an adjustment the shipping label from the package must be returnedIn addition, "IMPORTANT! SAVE THIS LABELYou MUST have this shipping label for your GUARANTEE to be valid" is printed on the label itself
Such a requirement is necessary in order to have the proper proof of purchase and to insure against multiple refunds for a single orderIt is our equivalent to a sales slip
Based upon the above, we do not believe we have any further obligation to youHowever, since we do attempt to satisfy all of our customers we are willing to make an adjustment if you will send us a photocopy of your proof of purchase (charge card statement or cancelled check) Please send the proof of purchase to my attention, for quicker processing, and be sure to include a list of which items are dead
Please also note that the Paw Paw is shipped dormant and has a "tap root" not a fibrous root systemTherefore, it may appear to have "no roots
Very truly yours,
BURGESS SEED AND PLANT
*** ***
Initial Consumer Rebuttal /* (3000, 12, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, I understand that Burgess includes a statement, which serves to wipe their hands of sending out bad productNo other mail order nursery I have ever dealt with, demands I send back this statement before replacing dead plantsIn fact, this written invoice is completely unnecessary to keeping track of the products the company sent, since I do have an email invoice, which states my name, and the plants on a listThe only ostensible reason Burgess demands it is that it serves them as a legality to protect themselves from what is actually an unethical and irresponsible quality control scamYou know, honestly, I don't care about getting replacement plants anymoreThey winI still care however, that I got suckered by themWhat I received in the mail included dried up branches of two species without any roots or leaves, and clearly dead on arrivalI have since planted the flowers they sent, and have now discovered that the galliardias I had ordered are actually galliardia and one unknown weedMy point is that somebody, some gardener, needs to put this company's mail order policies on the record for others to read and avoid, and that is what choose to doThanks Revdex.comIsn't this precisely the type of company malfeasance your organization was set up to stop? If you want to continue with this, Revdex.com, I'll keep plugging too

Initial Business Response /* (1000, 5, 2015/09/08) */
Dear Ms*** ***:
We are in receipt of your recent correspondence regarding the orders you placed with usOur records show that you have placed three orders with us placed as follows - on 8/15/for $for $and on 5/27/for
$Our guarantee states:
"If any item you purchased from us does not live, for a FREE REPLACEMENT or JUST RETURN THE ORIGINAL SHIPPING LABEL along with your written request within year of receiptReplacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL, with correct postage affixed, within days of receipt."
On 6/9/we received the original shipping label back for the $order and processed a replacement for the Francee Hosta, which shipped 6/22/On 7/29/we processed a merchandise credit certificate, in the amount of $13.26, for the value of the remaining items from that order
If items from the other orders have died, please return the original shipping label listing those items along with a list of how many of which items are deadIf you no longer have the original shipping label, we would be willing to make a single exception if you send us a copy of of the original proof of purchase (credit card statement showing charge) along with a list of how many of each item is dead for replacement or merchandise credit certificate
Please send all information to my attention for quicker processing
Yours very truly,
Burgess Seed & Plant Company
*** ***
Customer Service

Dear Mrs***:We are in receipt of recent correspondence regarding the order you placed with us in 8/11/for fall plantingWhen we learned that the periwinkle would be unavailable for fall, this item was cancelled from your order and a credit to your charge card of $for their value
was issued on 10/17/The remainder of your order was shipped on 10/12/the tracking number for this package is 9261292700223940507468.We are sorry for any inconvenience you have been causedplease note, our refund guarantee is as follows:For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within days of receipt.Therefore, if these items are not wanted you may return them for a refund per our guarantee.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

Dear Ms***We have received your recent correspondence regarding the order you placed with us on 6/2/for $324.26, which was scheduled to ship in three packagesOne package shipped on 6/8/and a second was shipped on 6/29/We are cancelling the 3rd package and refunding $to your
credit card for the item it contained.We are very sorry to hear that you are not pleased with the stock you receivedThe guarantee which is clearly stated in all of the advertisements, the acknowledgement of each order, as well as the literature contained within the package, all clearly state that if you are unhappy with the merchandise for any reason, you may return it within days receipt for a refundSince you did not comply with the terms of our warranty, we are unable to issue a refund for the items in question.Therefore, please return the original shipping label and a list of what items are dead to receive a replacementPlease send correspondence to my attention to ensure the proper adjustment will be madeWe will hold the label for the duration of your warranty in case you have a problem with any other plants.Thank you again for your inquiry and as soon as we receive the shipping label, in accordance with our published guarantee, we will process your adjustment in a timely manner.Very Truly Yours,Burgess Seed & PlantCustomer 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 do jot have the original shipping label for the cat grass so that amount can be taken off the total amount dueI returned the plants/trees in the same condition as I received themOne of the elephant was just a root and was dying when I sent package so it might have deteriorated further during shipment

Initial Business Response /* (1000, 5, 2016/05/31) */
Dear Mrs***:
You sent us a order for which we wish to thank youHowever, we shipped the order to *** *** *** *** Clayhole KY 41317," which was the address you gave us, only to have the package returned by the delivery service
marked "No Mail Receptacle." Being of perishable nature, by the time the package was returned to us the merchandise was of no value
Due to the address being incorrect, we were required to pay for return postage on the package we received backEven though we have no obligation in this matter, since we shipped your order to the address you requested, in the interest of customer satisfaction and as a final settlement we are willing to reship your order
We would simply ask that you send payment in the amount of $for the fees we paid when the package was returnedPlease, also, provide us with the address to which you would like the order reshipped and to which the U.SPostal Service and FedEx can successfully deliver
Please send payment, proper address and signature below, showing that you are accepting the reshipment, to my attention and the order will be processed in a timely manner
Very Truly Yours,
Burgess Seed & Plant
*** ***
Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the offer because as I said when I first called Burgess they could not find that I had ordered anything and I gave them the order number and they put me on hold to try to find itThey came back to me and told me that it was shipped to my physical address and I never get any mail or packages at my physical address so the package was sent back to Burgess so they said that they would reship the package to my P.OBox and again I did not receive the package and again I called Burgess again and again they could not find my order and they asked to reship it for a third time and I told them no just cancel my order and refund my money back to my debit cardMy phone number was on the original order that I had placed they could have called me if they had problems with delivery but they did notThey could not even find my original order and as for the item being perishable the item I had ordered was a stump removal product not flowers trees or plants so I do not accept that the item was perishableAs I said I canceled my order when they neglected to send the item out the second timeI want full refund to my debit card