Burgess Seed & Plant Company

Dear Mrs***We have received your inquiry regarding an order you placed with us 3/3/for $179.40.You emailed Friday night 3/17/17, and we emailed a response the next business day, Monday 3/20/(please see copy of email exchange).One of the packages from your order was shipped 3/16/
(tracking #9*** and the other two packages shipped 3/22/(tracking # *** and #9***).Thank you for your interest in our merchandise and we shall look forward to serving you again soon.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

Dear Mr***:We are in receipt of your response to our 6/17/letter You previously stated that you returned the order form Our guarantee, as stated in our previous letter, requires the ORIGINAL SHIPPING LABEL from the package containing the dead items, together with this letter (This shipping label is the Brown paper that lists the items in the package and your name and address.)Therefore, in accordance with our guarantee, please return the original shipping label and list of what items are dead In order to expedite your request, please send the necessary information to my attention Please return the shipping label to my attention. Very Truly Yours, Burgess Seed & Plant*** ***Customer ServiceSP:RR

Initial Business Response /* (1000, 10, 2015/07/10) */
Dear Mrs***,
We are canceling the reshipment of package 1, per your request, and issuing a credit to your charge card in the $for the value of the items in the lost package
Thank you for your interest in our
merchandise
Very truly yours,
Burgess Seed & Plant Company
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Initial Business Response /* (1000, 5, 2016/08/25) */
Dear Mr***:
We are in receipt of recent correspondence regarding the 3/18/order for $which shipped in four packagesPlease 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."
We take exception with your position that we did not ship as advertisedWe advertised and shipped 1-3' treesYou do not state that you received the incorrect sizeTress transport best in a dormant condition as they are not actively growingWe do stand behind our product as evidenced y our 1-year guarantee which is very generous in the industry
As evidence that we stand behind our product, in May we processed a request from you for items which you stated had dies (value $75.53)You now state that some of the replacement items are deadPlease return the original replacement label along with a list of how many of which items are dead for a replacement or a merchandise credit certificate
Very Truly Yours,
Burgess Seed & Plant
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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.Burgess did respondOrder will be shipped this springGreat job thank you

Dear Ms***: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*** ***Customer Service

Dear Mr***:We are in receipt of recent correspondence regarding the order you placed with us 1/18/for $Please 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."The computer system accessed by the customer service representative does not verify that we have received payment for the orderAs per our guarantee, the Original Shipping Label serve as your receipt for the order and is required for an adjustment.You have stated that you returned this to us on 4/27/We have extensively checked our files and at this time, we do not have a record of having your original shipping label in fileIf we had received your earlier correspondence, we may have returned it to you with a request for further informationIf this is the case, please resubmit the label to me with answers to any of the question s that we askedIf you have not received the label back from us, we can only assume that 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 make the necessary adjustment.If you are unable to supply the shipping label, we are still willing to process an adjustmentIn lieu of the label, please return s copy of you charge card statement as proof o purchase along with the correspondence and we will be happy to process a replacement or credit voucher, Please be sure that your correspondence clearly states how many of which item is dead.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

Dear Ms* ***: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*** ***Customer Service

Dear Mrs***We are in receipt of your recent complaint filed with the Revdex.com regarding the order you placed with us 1/11/for $Our catalog clearly states that we do not ship tomato and pepper plants until 4/15/In addition, the email you received, as well as our
website, specified that tender items do not ship until April.The tomato and pepper plants are not ready until mid-April and because they are very sensitive to cold, we do not feel it is safe to ship them until that time. Since you have stated that you no longer desire the order, we have cancelled it and are issuing a credit to your charge card in the amount of $21.97.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

Revdex.com:
I accept the refund but I want it to be clear that there was no email stating there would be a full refund it just stated I would have to request the refund through office manager in writingI made it abundantly clear in multiple emails and telephone callsSo I do accept this resolution as long as the refund is processed promptly.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12435005, and find that this resolution is satisfactory to me.I received the package on Friday, Oct 13th. Thank you

Dear Mrs***:We are in receipt of your correspondence regarding the orders you placed with us 3/29/for $and $The orders were scheduled to ship in for every order placedIf they were not received, perhaps they were blocked by your internet provider or your spam filtersin
addition, the final screen acknowledges that the order has been placed.When you first contacted us on 4/13/about the duplicate, of the packages (both containing seeds) had already been shippedWe understood that you wanted to cancel the duplicate package that had not shippedThis was done, and a credit to your charge card of $was issued for that package on 4/25/17.The remaining package shipped on 4/22/Please note, our guarantee is as follows: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 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.We show having received emails from you regarding the third package that shippedYou sent the first email on 4/27/and we answered on 4/28/The second one sent 5/1/was answered 5/2/It appears you may have an issue receiving our emails and we would suggest that you check your spam filters and/or with your ISP.To date, we do not show receiving back any of the packages that shipped to youIf you do not want the products received, please return them for a refund in accordance with our guarantee.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

The company responded to Revdex.com by providing a copy of the letter they sent to their customer on March 22, The letter states:Dear Mr***:We have received your recent correspondence regarding your order from the 6/2/for blue potatoes and hibiscus which shipped on 6/8/At that time, the blue potatoes were out of stock for the season and were substituted with red potatoesYou wrote that you were unhappy with the substitute and a replacement was processed on 8/10/Unfortunately, the replacement also contained substitutesTherefore on 3/14/a credit to your charge card was processed for the value of the potatoes($3.99).Your letter of 8/3/made no complaint regarding the hibiscus other than that you believed that you had ordered and not 5, which was not the caseIn addition, your letter of 2/26/to the Revdex.com only referred to receiving incorrect items in both an original and replacement order. The hibiscus are sent as bare root plants and should be plantedIt does not appear that there was anything wrong with the plants and we find it odd that you made no mention of their viability in your August letter. Although we are under no obligation, in the issue of customer satisfaction and as a non-precedent setting exception, we are issuing a credit to your charge card for their of of $to finally close this matterVery Truly Yours,Burgess Seed & Plant

Dear Ms***:We are in receipt of recent correspondence regarding the order you placed with us 8/31/16, which shipped in two packages on 9/6/and 10/7/Please note our guarantee is as follows:If any items your purchased from us does not live, 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, given the above, please return the original shipping label along with a list of how of which items are dead to my attention for proper review/processing.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

Dear Ms***:We are in receipt of recent correspondence regarding the order you placed with us 3/1/Please 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."Please keep in mind that many of the items you received are dormant and bare root when shippedThis allows them to withstand the time transit as they are not actively growing and therefore do not require sun/waterAlso your plants may be stressed by the 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 are certain the items shipped to you are dead, please return the original shipping label in accordance with our guaranteeAlso be sure to include a note stating how many of which items are dead and/or missing.Very Truly Yours,Burgess Seed & PlantSusan Phelps Customer Service

Initial Business Response /* (1000, 5, 2016/07/15) */
Dear Mr***:
Thank you for your inquiry concerning an order you have placed with usWe are very sorry for any inconvenience you may have been causedHowever, before this matter can be brought to a satisfactory conclusion, it is
necessary that we be advised as to the nature of or complaint
Please list by item and quantity the problems you are experiencing
Thank you again for you inquiry and we will expect to hear from you at your earliest convenience
Very Truly Yours,
Burgess Seed & Plant
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Customer Service

[Page 1/2]RE: Donna ***#12207130 Dear Sir or Madam:Thank you for your inquiry concerning a complaint from one of our customers, Donna *** or Newtown Square, PA.We are enclosing a copy of our letter to Mrs***, 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 ServiceSP:RREncl[Page 2/2]Dear Mrs***:We have received your recent correspondence regarding the order you placed with us. We are very sorry to hear that you are not pleased with the stock you received However, we are unable to make an adjustment until you RETURN THE ORIGINAL SHIPPING LABEL FROM THE PACKAGE, as it contains full information concerning your order The shipping label is the colored paper from the front of the package, which shows your name and address and a lsit of the items enclosed.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 receipt. If you are dissatisfied with any merchandise, return it together with the ORIGINAL SHIPPING LABEL within year of receipt for a FREE REPLACEMENT. Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returned. For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within days of receipt.” Therefore, please return the original shipping label and a list of what items are dead to receive a replacement Please send correspondence to my attention to ensure the proper adjustment will be made We 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 & Plant*** ***Customer ServiceSP:RR

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***, and find that this resolution is satisfactory to me

Dear Mr***:We have received your inquiry regarding an order you sent to usYou state that you have not as yet received your replacement order.We regret that you have been inconvenienced in anywayHowever, we have checked with our shipping room and find that your replacement order was shipped 8/17/(tracking #***)It should reach you in the very near future, if it has not already done so.Thank you for your interest in our merchandise, and we shall look forward to serving you again soon.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service