Frame-It-All

Review: In May 2012, I purchased eight (8) of the Bonnie Raised Bed Kits from Lowes in [redacted] We followed all of the directions for assembly to make the garden a 12" multi-level design. During the span of the summer, the panels began to bend outward. We tried to put wooden braces along the arced sections, but the panels still remained bent. This year, knowing we would need new pieces (and also the stakes which had broken because of the weight of the soil and the bending of the panels), my husband called in mid March and ordered replacement panels. We waited several weeks and when nothing was delivered, I called customer service on April 26 and spoke to a woman ([redacted] who could not find any record of my husband's call. She told me she would reorder the replacements. Again we waited and after about two weeks received one (1) panel!!! I again called customer service and had to leave a message for[redacted] No one called me back so I again called [redacted] and told her that if no one called me back, I would file a claim with the Revdex.com. She called me back immediately and told me that she would definitely send the five (5) replacement panels plus some replacement stakes immediately for overnight shipment. That was on May 10 and nothing had been delivered as of May 24. I called [redacted] again on May 20 and left a detailed message regarding the order. No response. I AGAIN called her on May ** and told her that I was sick of the runaround I was getting and that if the panels were not delivered by Friday or if I did not hear back from her, I would take immediate action. It is now June 20 and we have neither received the panels nor a return call from [redacted]. I called Lowes to see if we could bring them back there, but was told there was nothing they could do. Their agreement with the company is a return of the product in their boxes within thirty (3) days. These gardens have a five (5) year warranty against manufacturing defects (which these panels definitely are). At this point both my husband and myself have given up trying to replace these panels. The plants that were supposed to go into this garden are completely ruined for lack of a garden to plant them in and we will now have to replace them as well.Desired Settlement: What we want now is for the company to send us boxes to return the entire eight (8) garden kits and we demand our money to be refunded including the return shipping. Again, I will reiterate, we DO NOT want ANY replacement parts, we want our money back!!! I have never had such a problem with anything like this before and we are at the end of our patience. I believe we have given the company many opportunities to rectify this problem and I do not feel it is unreasonable to request a full refund at this point. The two receipts are available upon request as no place seems to be available.

Business

Response:

The customer ordered a raised garden bed from our company early in May and due to a myriad of challenges on our end (order entry, production, shipping), resulting from a recent merger, we were unable to deliver the product in a timely manner. Several calls to our customer service team were met with an expectation that the order would ship but backorders and shipping backlogs prevented that from happening as we would have liked.

As we did not meet this customer's expectations, we have cancelled her order and refunded her purchase in full. The customer has received her refund along with a sincere apology for the delay.

Consumer

Response:

At this time, I have not been contacted by Veg Herb LLC regarding complaint ID [redacted].

Sincerely,