Burgess Seed & Plant Company

Dear Mr***:We are in receipt of recent correspondence regarding the order you placed with us 6/24/for $and shipped 6/29/Please note, out 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 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 processed a replacement (vale $177.97) on 9/16/and shipped is on 9/22/Even though we were under no obligation to do so as the item had already been replaced once, a second replacement order was processed 3/24/and shipped 4/18/17.Very Truly Yours,Royal Dutch Gardens*** ***Customer Service

Dear Mr***:We have received your recent correspondence regarding the order you placed with us.Our printed guarantee,which is clearly stated on our website, in our catalog, and in all other print advertisement including the planting guide that is included in all packages, 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.Therefore, 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 address, It also says "IMPORTANT! SAVE THIS LABELYou MUST have this shipping label for your 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.If you longer have the original shipping label as per our guarantee, we do not have any obligation to adjust your orderHowever, since we do try to satisfy all our customers, we are willing to make a single exception and replace unsatisfactory merchandise if you will send us a photocopy of your proof of purchase (i.echarge card statement or both sides of your cancelled check) and a list of the unsatisfactory stockPlease be sure to include a list of how many of which items is dead.Please send all necessary information to my attention for further review.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

Dear Mr***:We are in receipt of the correspondence regarding the order you placed 2/1/for #The first package shipped 2/14/and tracking (#***) shows that it was delivered on 2/22/The second package was shipped 4/10/and you have confirmed receipt of those
items.On 5/17/you wrote to u that you had not received part of your orderThrough subsequent emails we confirmed which package was missing, your proper mailing address, and had the information forwarded for tracingOn 5/25/17, we mailed you the tracking results which confirmed delivery on 2/22/We also emailed you the same information.In spite of the confirmation of delivery, you state you have not received the packageTherefore, we are issuing a replacement package of the items to be sent in the very near future.Very Truly Yours,Burgess Seed & Plant*** ***Customer Service

Dear Mr***:We have received your inquiry regarding an order you placed with usYou state tat 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 on 4/15/
(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

Dear: Ms. [redacted]We're sorry to hear that you have had a problem with the nursery stock you ordered from us. Though 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 receipt. Although 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 catalog. To redeem, simply mail the original Replacement Certificate to us with your order.Sincerely,Customer Service

[[Page 1/2]]RE: [redacted] #12165256  Dear Sir or Madam: Thank you for your inquiry concerning a complaint from one of our customers, Kristi [redacted] of La Moille, IL.  We are enclosing a copy of our letter to Ms. [redacted], 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 Yous, Burgess Seed & Plant signed:: [redacted] encl. [[Page 2/2]]Dear Ms. [redacted]: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 way. However, we have checked with our shipping room and find that your order has been shipped and according to a trace, was delivered 5/19/17 at 2:00pm (same day as the Revdex.com complaint was filed) to the address shown above. We are sorry, but we show no record of receiving an email from you.  Thank you for your interest in our merchandise and we shall look forward to serving you again soon.  Very Truly Yours,Burgess Seed & PlantSigned:: [redacted]Customer Service

Dear Ms. [redacted]:We have received your recent correspondence regarding the order you placed with us 4/6/17, which shipped in two packages on 4/19 and 5/1.We are very sorry to hear that you are not please 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 list 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 1 year of receipt. If you are dissatisfied with any merchandise, return it together with the ORIGINAL SHIPPING LABEL within 1 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 14 days of receipt.Therefore, please return the original shipping label and 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. Even though your order is past the 14-day refund guarantee time frame, you may also return the items along with the shipping label for a refund.Thank you again for your inquiry and as soon as we receive the shipping label, in accordance with our published guarantee, we will process you adjustment in a timely manner.Very Truly Yours,Burgess Seed & Plant[redacted]Customer Service

I am rejecting this response because:
Given my...

interaction with Burgess and lack of confidence I have in them to fulfill their word, I cannot accept this response until I have received the refund. I was given too many stories as to the reason my order was delayed I perceive a major lack of communication within this organization. Once I receive my refund I will be 100% satisfied.

I am rejecting this response because:
It's a sham and a dodge. The plants were received dead. They wasted my time and my money and I want nothing to do with them. I will make an effort to share this with anyone who cares.

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.

I am rejecting this response because:
Hello,   I just received a message stating that the company made a good faith effort in trying to resolve the issue. I have been trying to contact the Revdex.com to tell you they are lying. The original shipping label was mailed to them already and now it is in their possession. They keep saying they can't help us until they have the original shipping label but we have a picture of it and the addresses envelope we sent it to them in. They keep making up excuses as to why we cannot be refunded or receive our grantee, and now you have said it is okay and that they made a good effort. I would not decline their efforts to resolve the issue, if they were not lying. I would like someone to contact me ASAP.   516 519-4530 [email protected]

Dear Mrs. [redacted]:We are in receipt of your most recent correspondence regarding your order. Once a chargeback has been initiated, it is against...

MasterCard/Visa regulations for us to reverse the charge.Please refer to our letter of 4/28/17 for more information.Very Truly Yours,Burgess Seed & Plant[redacted]Customer Service

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.

Dear Ms. Marshall:We are in receipt of recent correspondence regarding the order you placed with us on 3/14/17 for $37.96. 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 1 year of receipt... Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returned. For a REFUND of the purchased price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within 14 days of receipt.On 8/15/17 we received and processed your request for replacement of 2 weigla, 1 canna and 1 oxalis. On 10/3/17, we processed your additional request for the remaining item on your order, 1 clematis.You have acknowledged receipt of the replacement clematis. the first replacement package was scheduled for fall shipment as soon as the weigela had gone dormant and were able to be dug. therefore, this package is expected to ship in the very near future.Very Truly Yours,Honeycreek Nurseries[redacted]Customer Service

Dear Ms[redacted]:We are in receipt of recent correspondence regarding the order you placed with us on 5/2/17 which shipped on 5/19/17 and included 9 tress. Please 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 1 year of receipt... 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 14 days of receipt.In mid-July, we received back 7 trees with no note or other correspondence. In august, we received a copy of your credit card statement. On 9/1/17 we wrote you a letter requesting  additional information (see copy enclosed). We now understand that you no longer have the original shipping label. We also understand that you returned 4-7045 Scarlet Red maple. Please clarify which other three trees were returned so proper credit can be issued.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 4/18/17 for $27.97, which shipped 5/8/17. 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 1 year of receipt...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 14 days of receipt."We are surprised to hear that you were unaware of our guarantee, as it is clearly stated in multiple places on our website (including during the check out process), on the email confirmation sent for your order, in our catalog, and in the planting handbook enclosed with all shipments. In addition, the shipping label itself says "IMPORTANT! SAVE THIS LABEL..."Roses are sipped bare root and dormant, and Clematis are shipped potted and dormant, which in both cases means that the plants could take up to 6-weeks to come out of dormancy and begin to leaf out.According to our printed guarantee, if you no longer have the original shipping label, the guarantee on your order is void. However, in the interest of customer satisfaction, please return the products to my attention for a refund.Very Truly Yours,Burgess Seed & plantCustomer Service

Dear Mrs. [redacted]: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 way. However, 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 5/6/17 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

March 29, 2018   [redacted] Crestview, FL 32589-8823   Dear Mr. [redacted]: Thank you for your correspondence regarding your order from 2/15/18. A credit 10 your charge card of $160.68 was processed for package 1 onb3/21/18. We are now cancelling and issuing a credit to...

your charge card for the remainder of your order ($89.98).   Very Truly Yours, Burgess Seed 81 Plant   [redacted]s Customer Service SP:KC

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 products. I don't plan on wasting any more by paying postage to send them information they have that's senseless

Dear Mr. [redacted]: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 way. Due Toweather we began shipping to your area or the end of April. We havechecked with our shipping room and...

find that your order was shipped on5/2/18 (tracking # 9261292700223?42608088).Thank you for your interest in our merchandise and we shall look forwardTo serving you again soon.Very Truly YoursHoneycreek Nurseries[redacted]Customer ServiceSP:KC