House of Wesley, Inc.

Dear Mr/Mrs***We do not understand your response to our letterWe most certainly do stand behind our products as you are well aware by the numerous replacements we have shipped to you.Your original complaint was in regards to us not accepting your current ordersYou acknowledge that we had fulfilled you warranty claims in the pastAgain, we are aware of no outstanding warranty claims that have been unfulfilledIf such exist, please clarify with regards to order, item numbers, and quantity and return any appropriate shipping labels.Very Truly Yours,Direct Gardening*** ***Customer Service

Dear MsRock: We have received your recent correspondence regarding the order your place with use on 10/26/for $92.17, which shipped in two packagesPackage which contained the majority of the the items was shipped on 11/2/and package 2, containing the Money Tree, shipped on
3/25/You stated that the Yucca was not received in package 1, so this was reshipped on 3/9/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 the 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 replacementPlease send correspondence to my attention to ensure the proper adjustment will be madeWe will hold the label for the duration of your warranty in case you have a problem with any other plantsThank 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,Direct GardeningCarol Tarbox

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, I want it on record that the plants were not shipped in good condition and I followed their planting instruction to the letter and have every letter,. I have written correspondence to them regarding their bad quality of the plants and replace of same requesting good plants

I am rejecting this response because:
Direct Gardening's customer representatives are telling me all sorts of things When I first called, the representative said all I had to do for a refund is send in the shipping labels Another representative told me I had to send in proof of purchase, but because Direct Gardening doesn't give the buyer an invoice/receipt of purchased products, I'd have to get a statement from my bank proving the purchase Then a different representative told me I had to send back the actual items ordered, but I had only days from the date the ITEM WAS SHIPPED The problem was the item took days to arrive once it was shipped Then I am told it's days from the date I RECEIVED them My head is spinning from all this misinformation!Since my last response to the Revdex.com, more drama has unfolded:I had sent the shipping labels to Direct Gardening (as told to do by the representative), but Direct Gardening sent them back (well, one shipping label they returned.....go figure?....why not all 3?) Upon talking to several representatives on the phone, who had no clue as to why it was returned back to me, I HOPE Direct Gardening can be patient/smart enough to wait for the return shipment of my order and pair it with the shipping labels I DID return back the items upon being told I must return the items for a refund So all shipping labels & items ordered were sent back (I even mailed back the one shipping label Direct Gardening had sent back to me) I expect a full refund plus the $shipping cost because I had to travel to the *** ** terminal to pick up my items I should demand the cost of a stamp to re-mail the shipping label they returned back to me, but I'll let that slide.I'm currently waiting for Direct Gardening to give me my refund Let's see what happens

Dear Mrs***:We have received your inquiry regarding on 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 it has nor already done soThe USPS tracking number for your package is*** .Thank you for your interest in our merchandise and we shall look forwardto serving you agoin soon.Very Truly Yours.Direct Gardening*** ***Customer ServiceCT:KC

The company responded by providing Revdex.com a copy of the letter they sent to their customer on March 22, 2018:Dear Mr***,We have received your recent correspondence regarding the order you placed with usWe are very sorry to hear that you are not pleased with the stock you receivedHowever we are
unable to make an adjustment until you return the original shipping label from the package as it contains full information concerning your orderThe shipping label is the color paper from the front of the package which shows your name and address and the list of the items and closedOur 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 one year of receiptIf you are dissatisfied with any merchandise, return it together with the original shipping label within one 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 of fixed within days of receiptTherefore please return the original shipping label and a list of what items are dead to receive a replacementNormally your package would be shipped by FedEx SmartPost and delivered by the post officeWe can ship your replacement via FedEx Ground if you would like us to for an additional $feePlease send correspondence to my attention to ensure the proper adjustment will be madeWe will hold the label for the duration of your warranty in case you have a problem with any other plantsThank you again for your inquiry and as soon as we receive the shipping label in accordance with our publish guarantee we will process your adjustment in a timely mannerVery truly yours Direct Gardening Carol Tarbox customer service

[Page 1/2]RE: *** ***#12195270Dear Sir or Madam:Thank you for your inquiry concerning a complaint from one of our customers, *** *** of *** *** **.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,Direct Gardening *** *** Customer ServiceCT:RREncl[Page 2/2]Dear Ms***:We are in receipt of your response to our 6/10/letter Please not that our guarantee is very clear -- "For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within days of receipt."In your case, the items were received 6/7/and you have had plenty of time to return them, but have refused to do so Again, for a refund, please return the unwanted items to my attention If returned immediately, we will still honor the refund guarantee. Very Truly Yours,Direct Gardening *** ***Customer ServiceCT:RR

I am rejecting this response because: the lemon fluff cardoon was recd dead and not replaced

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 I tried to revoke my message due to the fact I got my plants two days later but I could not on the system They need a better customer service contact Their email system is terrible and their phones are always busy The plants however are great

[Page 1/2]RE: *** ***#12186777Dear Sir or Madam:Thank yu for your inquiry concerning a complaint from one of our customers, *** *** of *** *** **. 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,Direct Gardening *** *** Customer ServiceCT:RREncl[Page 2/2]Dear Mrs***:We are in receipt of recent correspondence regarding the order you placed with us 4/10/ 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 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, the amount that will be refunded is the amount that was paid for each item returned.Very Truly Yours,Direct Gardening*** ***Customer ServiceCT:RR

Initial Business Response /* (1000, 6, 2015/07/30) */
Dear Sir or Madam:
Thank you for your inquiry concerning a complaint from one of our customers, *** *** of Aberdeen,MD
Ms*** order for $was processed on 5/26/Our website states to allow time for processing and then
the products will be shipped depending on weather availabilityThe order was shipped on 6/11/
Our 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...For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within days of receipt."
The package was returned and a credit to MsRoehmers credit ard was issued om 7/8/for $37.10, which was the value of the returned merchandise
Ms*** states that bareroot items should state size and that we should state how long it will take for an item to reach full maturityThis is unrealistic and shows a lack of knowledge regarding the uniqueness of each plant and their growing conditions
Very truly yours,
DIRECT GARDENING
Division of House of Wesley
*** ***
Customer Service
CT:RR
Initial Consumer Rebuttal /* (3000, 8, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I completely disagreeThe website shows established plantsMany companies state "plant ships in a 3" pot" "plant ships in root form", etcTo not tell consumers that the picture of an established plant is not what they are going to get, rather they are going to get a bare root is dishonest, deceitful and fraud
To then require them to pay shipping BACK to return the item when the return is because the consumer is upset about the fraudulent product they received is even more heinous
I don't want any more money back, I simply want the website to be updated to state TRUTHFULLY what form the plant will ship inIn fact the description for the Purple Fountain Grass I ordered states "Shipped Potted"My shipment of grasses was a clump of dirt wrapped in Saran Wrap with dead grass
Neither of the Lupines I order indicate anywhere that bare roots are being sent or a clump of dead dirt which is what I receivedIn total I paid 25$ in shipping to get a 37$ refundRidiculous and Unprofessional

Initial Business Response /* (1000, 5, 2015/08/26) */
Dear Mrs***:
Thank you for your inquiry regarding the plants you received from usYou 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 an 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 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 lifeIf, after six weeks of planting, your plants do not leaf out or if you are certain they are not alive, return the original replacement shipping label from 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
Thank you for your communicationGive your plants a chance and in all likelihood they will be strong and beautiful in your yard or garden

Dear Mr ***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 anywayHowever, we have checked with our shipping room and find that your order was shipped n 4/19/with 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,House of Wesley*** ***Customer Service

Dear Mrs***:We are in receipt of correspondence regarding the order you placed with us 3/30/for $Please note that our website and order confirmation state: "Please allow 1-weeks for your order to be processedWe will then ship based on weather and availability of the plants." As
you can see, we do not state that orders will ship within weeks.Your order was shipped 4/25/and a trace of the package shows it was delivered 5/1/at 11:55am (copy of a trace enclosed), which is the same day your Revdex.com complaint was submittedOn 4/26/you emailed us to cancel your orderWe responded on 4/27/letting you know that the package had already been shippedWe have enclosed a copy of these emails for your review.Please note that the refund portion of our guarantee states: "For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within days of receipt." Therefore, if you no longer desire the items received you may return the product for a refund as per our guarantee.Very Truly Yours,House of Wesley*** ***Customer Service

Dear Mr***:We are in receipt of recent correspondence regarding the order you state you placed with us this yearOur records show one order dated 4/17/placed on the internet for $Unfortunately, your credit card company declined the charge and therefore the order was cancelledWe sent
you an email on 4/21/to notify you of the cancellation.Should you still desire the order, you may replace it on our website or mail a check/money order to my attention for the $Once payment is received, we will be happy to complete processing your order.Very Truly Yours,House of Wesley*** ***Customer Service

Dear Sir or Madam:Thank you for inquiry concerning a complaint from one of our customers, Russ ***/Ted Schroder of Sturgeon Bay, WI.We previously cancelled the order to which Mr***'s complaint refers per his request, and a credit to his charge card was processed on 7/21/for $(
the full amount of the order)Mr*** is already aware of this cancellation and credit from his phone and email communication with our customer service departments.Thank you again for your inquiry and we hope our method of handling this matter is satisfactory.Very Truly Yours,Farmer Seed and Nursery*** ***Customer Service

Dear Mr***:We are in receipt of recent correspondence regarding the orders you placed with us 3/14/and 3/23/16, which were shipped 4/21/and 4/14/respectivelyPlease 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.Our guarantee is printed in all of our print advertisement, on our website, in the planting handbook sent with all orders, as well as on the shipping label itself.We received a replacement request from you on 7/5/which was well past the 1-year guarantee and well past the time frame last spring in which you would have known the plants were viable.The 6/30/date to which you refer is the date of expiration of our Nursery Stock Deal licenseThe last sentence of which reads "Nursery CertNois valid until 6/30/17" and has nothing to do with your order.Very Truly Yours,Direct gardening*** ***Customer Service

Dear Mrs***:We are in receipt of recent correspondence regarding the order you placed with us 8/1/16, which shipped in 3-packages on 8/1/16, 8/31/16, and 9/16/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."On 9/26/we processed a request for 2-Lavender from package 3, which shipped 10/3/Please clarify the current problem and include any shipping labels and a list of how many of which items are dead.Very Truly Yours,Direct Gardening*** ***Customer Service

Dear Ms***:We have received your correspondence regarding the order you placed with us 3/30/Please note that our website states: "Please allow 1-weeks for your order to be processedWe will then ship based on weather and availability of the plants."We regret that you have been
inconvenienced in any wayHowever, we have checked with our shipping room and find that the order was shipped on 4/24/and, according to the trace results, delivered on 4/29/17.Thank you for your interest in our merchandise and we will look forward to serving you again soon.Very Truly Yours,House of Wesley*** ***Customer Service

Dear Mrs***:We are in receipt of recent correspondence regarding the order you placed with us on 4/13/for $which shipped 5/2/Please note, out guarantee is as follows:I f 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.To date, we have processed replacement requests for youAll of the items have been replaced more than once, although we are only obligated to replace them one time.In July, we received the original shipping label for additional replacements for the package which had been sent on 5/30/This request included hollyhocks, primrose and dogwoods.Even though we are under no obligation, in the interest of customer satisfaction and as a final settlement, we are issuing a credit to your charge card of $for the value of the plants that you stated in your most recent communication were dead and that you also complained about in your July letter.Since we know items are in good condition when they are shipped, it appears you have ongoing issues with growing nursery stock that are related to the growing environment and care received.Very Truly Yours,Direct Gardening*** ***Customer Service