Burgess Seed & Plant Company

Initial Business Response /* (4000, 11, 2015/07/14) */
Dear Mr. [redacted]:
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 placed. All other cancellation requests must come to us in...

writing. Once 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 shipment. Each 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 us. It is next to impossible to reverse the procedure once it has begun.
Based upon the above it is almost impossible to cancel an order. Good 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 /* (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 receive. Had burgess checked with their shipping department they would know that. We have sent a you a copy of our correspondence with burgess. The only thing we require is a credit to our credit card of $64.72 and this will be over. We do not nor did have the products supposedly shipped , therefor we cannot return something we do not have.
Final Consumer Response /* (3000, 15, 2015/07/17) */
Original Message
From: Faye (mailto:[redacted])
Sent: Sunday, July 12, 2015 9:46 AM
To: [redacted]
Subject: Complaint ID#XXXXXXXX
This is a copy of the letter received from Burgess. Since we had already canceled the order, June 11. 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 /* (4000, 18, 2015/07/27) */
Dear Ms. [redacted]
Thank you for your inquiry concerning a complaint from one of our customers, [redacted] of Jacksonville, NC. We are enclosing a copy of our 6/26/15 letter to you and Mr. [redacted]. It appears that you may have received the letter on 6/29/15 (as noted in your tracking ) but didn't log it into your system.
Since the 6/26/15 letter was sent to Mr. [redacted], we have received the package back, which was refused by the customer. In addition, we also received notification of a chargeback from the credit card company. Therefore, 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

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) again. With out you a resolution would have never been found. Thank you.

Initial Business Response /* (1000, 5, 2015/06/24) */
Thank you for your inquiry regarding the plants you received from us. The replacement request for the Male Kiwi was received on 6/2/15. 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 transplanting. Also, your plants may be stressed by shipment. Therefore, 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 booklet. Water regulary. Give them a chance. In 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 life. If, 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 guarantee. Upon receipt, replacement order or credit certificate will be scheduled for you. Please include a full explanation of the problem by item and quantity.
Thank you again for your communication. Give 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 /* (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 letter. I sent another email saying that I have been a Master Gardener for 22 years, I teach people to plant, know a dormant plant from a dead one etc. They responded that if I returned the material, they [redacted] replace plants or send a credit. This is acceptable if it actually happens. Meanwhile, I [redacted] have lost a growing season for these plants.
Thank you for your intervention. I was getting nowhere with their Customer Care.
Final Consumer Response /* (2000, 8, 2015/07/09) */

Dear Mrs. [redacted]:We are in receipt of your recent correspondence regarding your order. In order to complete the guarantee, please return the ORIGINAL SHIPPING LABEL from the package containing the Cat Grass, together with this letter. Also, please clarify what 3 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

March 30, 2018   [redacted] [redacted] Waddell, AZ 85355-9761   Dear Ms. [redacted]   For your request, we cancelled your order and are issuing a credit to your Charge card in the amount of $52.11.   Thank you for your interest in our merchandise.   Very Truly Yours,...

Burgess Seed & Plant   [redacted]   Customer Service SP:KC

Dear Mr. [redacted]:We have received your inquiry regarding an order you sent to us. You state that you have not as yet received your replacement order.We regret that you have been inconvenienced in any way. However, we have checked with our shipping room and find that your replacement order was processed...

and is scheduled to be shipped in the near future.Thank you for your interest in our merchandise, and we shall look forward to serving you again soon.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 12154668, and find that this resolution is satisfactory to me. Burgess has stated that they will credit my charge card for the amount of the item they failed to deliver.  As long as they do issue the credit I'm satisfied.  Your assistance made all the difference.  They made a reasonable and clear response after they realized the Revdex.com was involved.  I can tell you that I will not do any future business with Burgess. Richard  C.  [redacted]

[Page 1/2]RE: Kent Cooper#12171263Dear Sir or Madam:Thank you for your inquiry concerning a complaint from one of our customers, Kent Cooper of Huron, SD. We are enclosing a copy of our letter to Mr. Cooper, 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 Signed: Susan PhelpsCustomer Service -enclosure- [Page 2/2]Kent Cooper39648 206th St.Huron, SD 57350-5054Dear Mr. Cooper,We are in receipt of recent correspondence regarding the order you placed with us in April. You 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 transplanting. Also your plants may stressed by shipment. Therefore, 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 ALREADY DONE SO, PLEASE PLANT ALL PLANTS IMMEDIATELY FOLLOWING THE INSTRUCTIONS IN OUR PLANTING BOOKLET. WATER REGULARLY. GIVE THEM A CHANCE. In nearly every instance the plants will grow and thrive. If after 6 WEEKS of planting, your plants do not leaf out or if you are already certain they are not alive, return the ORIGINAL SHIPPING LABEL from the package as required by our guarantee. Upon receipt a replacement order will be scheduled for you. Please include a full explanation of the problem by item and quantity. The replacement guarantee is void unless the ORIGINAL SHIPPING LABEL (not a photocopy) is returned. As an alternative to giving the items a chance and if you prefer a refund, you may return the plant(s) immediately (within 14 days in accordance with our guarantee), postage prepaid along with the ORIGINAL SHIPPING LABEL. Please include a full explanation of the problem by item and quantity. The refund guarantee is void unless the plants and original shipping label (not a photocopy) are returned. The refund guarantee applies only to items on an original order and not a replacement or voucher order. Thank you again for your communication. Give you plants a chance and in all likelihood they will be strong and beautiful in your yard or garden.  Very Truly Yours, Burgess Seed & Plantsigned: Susan PhelpsCustomer Service

Dear Ms. Heape:We received the shipping labels that your returned to us the end of July and are processing the requested replacements. Part of this replacement order will be shipped in the very near future and the reminder will be sent out at the proper planting time during Spring 2018.Very Truly...

Yours,Burgess Seed & Plant[redacted]Customer Service

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

I am rejecting this response because:
Hi, I live at [redacted] in Ann Arbor, Michigan and I have received NO replacement plants at my home. Furthermore, the replacement plants I received for 2015 and 2016 were reported to Burgess in 2016 and 2017 respectively. Well before the year notification of either of those orders being past warranty. In fact, every order I have put in, EVERY ORDER, has come arrived looking DEAD. You, Burgess, were notified in every case that they did not grow and none of the plants has shown NO growth or signs of growth at all.EVERY order I have returned to Burgess HAS been returned per your policy, with the Shipping information enclosed. Your company, Burgess, tries to imply that somehow customers didn't return the proper paperwork and somehow that is the reason that Burgess doesn't have to comply by their own standards. I spent $15 ensuring that all the shipping information was returned correctly to Burgess. Yet, because Burgess puts up this "smokescreen" they imply that the customer did something wrong or they are going out of their way to help the customer out. YOUR COMPANY SHIPS OUT DEAD TREES AND BUSHES THEN TRIES TO IMPLY THAT CUSTOMERS ARE RESPONSIBLE. THIS IS NON-SENSE TO COVER THEIR OWN COMPANY and they BURGESS SHOULD BE REPORTED TO STATE AND LOCAL LAW ENFORCEMENT FOR FRAUD

I am rejecting this response because:I have taken a snap shot of my visa statement and email it too them. They now are asking again for the same thing. I don't recall any label but those trees did not come with any protection from drying out so whomever packaged them must not have cared too much.

I am rejecting this response because:
I have already sent the required documents 2 times with proof of purchase and a letter describing that ALL of my order is dead!!!I am not sending any more information to this company.Two times is 1 time too many already.

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, have checked with our shipping room and find that your order has been shipped (tracking #...

[redacted]). 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[redacted]Customer Service

Initial Business Response /* (1000, 5, 2016/07/18) */
Dear Ms. [redacted]:
We are in receipt of recent correspondence regarding the order you placed with us in April. A credit to your charge card of $39.49 was processed on 6/29/16 for the value of the Mole Traps returned to us. The shipping and...

processing is not refundable.
Upon reviewing your account, we found that you were not refunded tax on the items and therefore we are issuing a second refund to your charge card of $2.47 for the tax.
Very Truly Yours,
Burgess Seed & Plant
[redacted]
Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/07/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Ms. Holmes:We are in receipt of your correspondence regarding the order you placed with us this year. Our records show that two orders were placed. The first on 1/13/17 was shipped in 2-packages on packages on 4/19/17 (tracking # [redacted]) and the second on 5/3/17 (tracking #...

[redacted]).The charge card on the second order, from 3/29/17, was declined and therefore the order was cancelled. An email was sent to you on 4/5/17 explaining this (see copy enclosed). We show receiving 3-emails from you, and we responded to all three (see copies enclosed). We suggest you check your spam filters or with your ISP regarding any delivery issues with these emails.Very Truly Yours,Burgess Seed & Plant[redacted]Customer Service

I am rejecting this response because: I will believe I have this voucher coupon when I actually receive it, as Burgess has CLAIMED that they have sent it to me on 5 separate occasions and I STILL HAVE NOT RECEIVED IT.  If Burgess  was able to prove to me that they'd sent it out, or offered to resend it, I would NOT have had to contact the Revdex.com to begin with. Burgess did send me a response letter to the Revdex.com complaint, but there was NO voucher in the envelope with the letter. Burgess could have simplified things and made good on their guarantee by including the voucher with their letter.  I simply do not believe that they are ever going to send me this voucher, but that they are just giving me the run around.Additionally, their response letter claims that I was not within their 14 day guarantee, when this is merchandise that I ordered in 2016 NOT 2017. I sent the original label back to Burgess (per their guarantee & requirements) in Feb 2017 ALONG WITH A LETTER, and they attempted put the same plants on 'future shipment' when my letter specifically told them I wanted the credit voucher. Burgess claimed that customers could do either a resend OR get a credit voucher towards new merchandise. I have the original letter I sent to Burgess & a copy of the original label,  if you would like a copy of them.I did e-mail Burgess again within the past week regarding the fact that they told me via e-mail that my voucher was being sent out too - still has NOT been received.Bernadette

Initial Business Response /* (1000, 5, 2016/05/04) */
Dear Mr. [redacted]:
Kindly be advised that we have received your inquiry in which you state you are unable to comply with the terms of the guarantee which require the shipping label be returned.
We are sorry you are unable to return the...

shipping label. The guarantee which is clearly stated in all of the advertisements, 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 returned. In addition, "IMPORTANT! SAVE THIS LABEL. You MUST have this shipping label for your GUARANTEE to be valid" is printed in the label itself.
Based on the above, we do not believe we have any further obligation to you. However, since we do attempt to satisfy all of our customers we are willing to replace the unsatisfactory merchandise if you will send us a photocopy of your charge card statement or both side of your canceled check and a list of the unsatisfactory stock.
Kindly indicate your acceptance by returning this letter. It will also assist us in expediting this matter. Upon shipment of the replacement order, we will consider this matter closed.
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 [redacted] and find that this resolution is satisfactory to me. However upon receiving the product it looked like a bag full of dirt there were no seeds. Know that I will not ever be doing business with this company again.

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. THANK YOU VERY MUCH for your help.