Burgess Seed & Plant Company

March 6, 2018*** *** *** *** *** ** ***Dear Mr***:We have received recent correspondence regarding your order with us from 6/2/We are issuing a credit to your charge card in the amount of $for the value of the Blue Potatoes you complained about.Very
Truly Yours,Burgess Seed & Plant*** ***Customer ServiceSP:KC

Initial Business Response /* (1000, 7, 2016/01/15) */
Dear Mr***:
We are in receipt of a recent inquiry regarding your order which were placed 11/1/and 11/5/for $ and $respectivelyBoth orders were shipped in full on 11/8/Please note our guarantee is as follows:
"If any item you purchased from us does not live, for 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."
On 10/17/we received and processed a replacement request for $which shipped in three packages on 10/24/14, 3/31/and 4/1/As the request was made late in the Fall season, two of the items were unavailable until Spring
In April we received the original shipping label from the first replacement package with a request for additional replacements of some of the items (value $64.25)At the time we received this request your order was well past the one-year and therefore no longer within warrantyIn addition, we had already replaced the items once
Nevertheless, in the interest of customer satisfaction we are issuing a credit to your charge card in the amount of $
Very Truly Yours,
Burgess Seed & Plant
Customer Service
*** ***

Dear Mr***:We are in receipt of recent correspondence regarding the orders you placed with us in and Please note, our guarantee is as follows:If any item you purchased from us does not live, for 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, with days of receipt.As mentioned in our prior letter, we have sent several replacement packagesOur most recent package was sent 6/29/and delivered 7/6/The tracking number for this package is #*** In addition, replacements were also shipped on 8/28/15, 6/28/16, 6/29/and 7/5/16.On 6/29/17, we received the labels for the replacement packages from 6/29/with a request for additional replacementAs these items had already been replaced and the orders were from and well beyond the one-year guarantee, no further adjustment is duePlease clarify what items you have not received replacements for that you believe are within the one-year guarantee.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

Dear Mr***:We are in receipt of you response to our 5/8/letter in which we provided you with the information regarding our guarantee, which we feel is very clearly stated on our website, in our catalog, and in material received with your order.The written warranty requires that the shipping label be returned before an adjustment is madeIn addition, "IMPORTANT! SAVE THIS LABELYou MUST have this shipping label for your guarantee to be valid" is clearly written on the label itself.It is necessary to have the original label in order to have the correct information for the adjustment and to insure against multiple refunds upon a single orderThe shipping label is the closet equivalent we have to a sales ticket or sales slip.Please send the ORIGINAL shipping label to my attention at your earliest convenienceWe will hold the label for the duration of your warranty in case you have a problem with anything else.We look forward to receiving the requested information so an adjustment can be processed.Very Truly Yours,Burgess Seed & Plant*** ***Customer Serivce

Dear Ms***:We have received your recent correspondence regarding the order you paced with usWhen lilies grow, they will sprout and then as their blooming time ends, the foliage begins to die backAll of the lilies should have at least grown this summerThey may not bloom until year.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 (creit card statement/cancelled check) in place of the original shipping label.Please Send the copy of your proof of purchase, along with a list explaining how many of which items did not come up and show green this year.Very Truly Yours,Royal Dutch Gardens*** ***Customer Service

Initial Business Response /* (1000, 5, 2016/02/29) */
Dear Mr***
We are in receipt of your recent correspondence regarding an order you placed with us earlier this year
The Order was cancelled (2/9/16) per your emailed request and a credit to your charge card of $is being
issued
Very Truly Yours,
Burgess Seed & Plant
*** ***
Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received letter claiming they canceled order and refunded back to my credit cardThank youI will never use this company again nor inform others to useTheir business practices are unheard of

Initial Business Response /* (1000, 5, 2016/07/27) */
Dear Ms***:
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
*** ***
Customer Service

Dear Ms***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 was shipped n 5/11/(tracking #
***)It should reach you in the very near future, if it has not already done so.Thank you again for your interest in our merchandise and we shall look forward to serving you again soon.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

[[Page 1/2]] Re:*** *** #*** Dear Sir or Madam: Thank you for your inquiry concerning a complaint from one of our customers, *** *** or Georgetown, DE. We are enclosing a copy of our letter to *** ***, which we feel is self-explanatory. Thank you again for
your inquiry and we hope our method of handling this matter is satisfactory. Very Truly Yours, Burgess Seed & Plant Customer Service Signed:: *** *** enc.[[Page 2/2]]Dear *** ***:Thank you for your recent inquiry concerning an order you send usYou state you have never received the shipment. We are very sorry that you have been inconvenienced in any wayWe have checked our files and find that we received your order on 3/31/We have also checked with our shipping room and find that your order was shipped 4/25/17. Your order shipped via Ground *** (tracking # ***)A trace of your package shows it was delivered on 4/27/at 11:17amA subsequent, folltrace with *** has confirmed it was left at the correct address. Therefore, we cannot understand why you are saying it was not received. Nevertheless, since you are stating it was not received and since you indicate that you no longer desire the merchandise, we are crediting your charge card in the amount of $74.43, which was the amount you paid for this order. Very Truly Yours,Burgess Seed & PlantSigned:: *** ***/Customer Service

Dear Ms***We received the shipping label from the Poplar that was returned last SeptemberOn 10/3/we wrote to you requesting the original shipping label for vegetable plants, as well as asking you to verify how many Poplar were dead (see copy enclosed)We received no reply to this letter.Since you now state that 24-Poplar are dead, and since we have the original label on file, we are processing a replacement for thoseIn addition, even though we have no obligation, in regards to the vegetable plants, we are issuing a merchandise credit certificate for their value of $14.98.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

January 31, 2018*** *** * *** ***Chillicothe, OH 45601- 9368Dear Mr***:We have reached a copy of the credit card statement as requested, but did not receive the requested list of which item was deadYour email to us a few weeks after planting indicated that two almonds, two wisterias and one other tree had budded out as of that time.Please clarify what items are dead so an adjustment can be done for the correct itemsPlease return this letter and a list to my attention for faster processing.Very Truly Yours,Burgess Seed & Plant*** ***Customer ServiceSP:KC

Dear Ms***:We are in receipt of your most recent correspondence regarding your order.Previously we requested that you return the original shipping label, in accordance with our guarantee, along with an itemized list of how many of which item(s) is dead for review.To date, we have received neither of the requested itemsPlease return the information requested for consideration.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

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, even though their response to you is inaccurate The end result is resolution, that's what matters Thank you

::Page 1/2::Re: *** ***#*** Dear Sir of Madam: Thank you for your inquiry concerning a complaint from one of our customers, *** *** of Cherry Valley, AR. We are enclosing a copy of our letter to Ms***, which we feel is self-explanatory. Thank you again
for your inquiry and we hope our method of handling this matter is satisfactory. Very Truly Yours, Burgess Seed & Plant*** *** ***Customer Service-enclosure-::Page 2/2::Dear Ms***:We are in receipt of your inquiry regarding the order you placed with us 3/23/17, which shipped in packages on 4/6/17, 4/15/17, and 4/25/17. In a phone call from you on 4/28/17, you acknowledged receipt of package and stated that you had not received package Package was still in transit at that time and was subsequently delivered on 5/2/A trace of package appears that the package was lost in the mail. Per the phone call, a reshipment of this package was set upWe are now cancelling the reshipment and enclosing a refund check for its value of $20.48. Very Truly Yours,Burgess Seed & Plant*** *** ***Customer Service

I am rejecting this response because:
This is the same response as before, and is still the very complaint that I have against the company Requiring someone to mail you a piece of paper proving something that they obviously have in their database, because it was an online order, can only be there as a deterrent to someone getting a guarantee

Dear Ms***:We have received additional correspondence regarding your order from 2/2/for $28.96.Since we have received the requested information, we are currently processing your replacementPlease accept our apologies for any inconvenience you have sufferedI hope this experience will no
deter you from ordering fro us in the future.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

Dear Mr***:We have received your recent correspondence regarding the order you placed with usOur 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 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.Please note that our guarantee is listed on our website, in our catalog, on our internet order confirmations, and all other print advertisement as well as the planting guide that is sent with all shipmentsTherefore, in accordance with our printed guarantee, please return the original shipping label and a list of what items are deadThe shipping label is the colored paper from the front of your package that includes the items in the package and your name and addressIt also says "IMPORTANT! SAVE THIS LABELYou MUST have this shipping label for you GUARANTEE to be valid," on the left sideWe will hold the label for the duration of your warranty in case you have a problem with any other plants.Please send all necessary information to my attention for further review.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

Dear Ms***We have received additional correspondence regarding the order you placed with us.To date, we have not received any of the requested informationWe have however, received documentation from your credit card company regarding a chargeback on your order.As previously requested, please return the original shipping label and a list of what items are dead to receive a replacementPlease send all correspondence to my attention to ensure the proper adjustment will be made.Very truly Yours,Burgess Seed & Plant*** ***Customer Service

Initial Business Response /* (1000, 10, 2015/06/25) */
hank you for your inquiry concerning a complaint from one of our customers, *** *** of Toledo, OH
Mr*** placed his order on the internet on 3/10/and it was shipped of the proper planting time on 4/28/to *** *** Dr,
Toledo, OH XXXXXXXXX." On 5/18/Mr*** called to notify us that he had not received the packageIt was also determined, at that time, that the address he had provided was incorrect as he had failed to provide his apartment number
Indeed, a trace of the package showed that it was not able to be delivered because of an incorrect address." To date, we have not received the package back
Mr*** requested reshipment of his order, to the same address with the addition of Apt Even though we were under no obligation because we had shipped the order to the address he provided, we processed a reshipment on 5/29/and it was Sent on 6/15/
Thank you again for your inquiry and we hope our method of handling this matter is satisfactory
Very truly yours,
BURGESS SEED & PLANT COMPANY
Initial Consumer Rebuttal /* (3000, 12, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had called Burgess with the correct mailing address,including the apt#, a few days after I moved on 4/10/15, so they had my correct address on PennelwoodThe post office also had the forwarding address within a day after I movedAfter the plants didn't arrive, I finally was able to get through to Burgess and requested a refund of my moneyI was told I should see it in about daysNever happenedAgain I called and was told someone processed it wrong and I would be getting more plantsI received a letter dated June 15th from customer service asking me to sign the letter giving them authorization to reshipA package of approximately 80% DEAD plants arrived a day or later, before I even had a chance to send back my authorizationThey should at least be under obligation to ship live plantsI still want my money back
Final Consumer Response /* (4200, 18, 2015/07/14) */
Final Business Response /* (4000, 16, 2015/07/14) */
Dear Mr***:
We are in receipt of your recent inquiryYou stated that some of your plants 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 established plant
If you have not already done so, please plant all plants immediately following the instructions in our planting bookletWater regularlyGive them a chanceIn nearly ever 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, after six weeks of planting, your plants do not leaf out or if you are certain they are not alive, return the original shipping label from the package as required by the guaranteeUpon receipt, a replacement order or credit certificate will be scheduled for youPlease include a full explanation of the problem by item and quantity
If you prefer a refund instead of a replacement, return the plants, postage prepaid along with the ORIGINAL SHIPPING LABEL within fourteen days, in accordance with our guaranteePlease include a full explanation of the problem by item and quantity
Very truly yours,
BURGESS SEED & PLANT COMPANY
*** ***
Customer Service
SP:RR

*** *** *** ***Ty Ty, GA 31795Dear 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 if 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