House of Wesley, Inc.

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

Dear Mr*** We are in receipt of recent correspondence regarding the order you placed with us 4/10/for $that shipped on 5/3/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 request within year of receiptReplacement guarantee is VOID unless 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 received your original shipping label with no additional correspondence on 6/16/It was put on file to be used should a warranty claim arisePlease clarify how many of which items are dead for replacements or a merchandise credit certificate.Very Truly Yours,Direct gardeningCustomer Service

Dear Mrs***We are in receipt of recent correspondence regarding the order you placed with us 1/23/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...Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returnedFor a REFUND of the purchase price, RETURN HE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within days of receipt.Therefore, please return the original shipping label to my attention, along with a list of how many of which items are dead and need replaced.Very Truly Yours,Direct Gardening*** ***Customer Service

I am rejecting this response because:
I ask for my plants the reason for a month delay I want to know the real reason before I decide to get all of my money back

Dear MsMcNicol: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 has been shippedIt 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.Sincerely,House of Wesley*** ***Customer Serivce

Dear Mrs***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 any wayHowever, we have checked with our shipping room and find that your order has been shipped in
two packages and according to a trace, they were delivered on 3/21/and 4/4/to the address shown above (tracking #'s: and 9274892700223936423136).We do show replying to several emails and your responses, including our 3/29/email letting you know items have shippedIf you no longer want the items, please return them for a refund per our printed guarantee.Thank you for your interest in our merchandise and we shall look forward to serving you again soon.Very Truly Yours,Direct Gardening*** ***Customer Service

I am rejecting this response because:I have Contact you and told you that the shipping label is gone and not available.When told you this you said that I would need to provide proof of purchase I have done that When you received with the description of the problem with the plants you asked for another letter stating that the shipping label was not available the problem with the plants and proof of purchase .I Have done these things as asked and still you have not provided me with new plants Also you have not fulfilled your agreement to send the free Orchids with each order. This is fraudulent and probably illegal Please lets end this now and avoid the games I Have been honest with you and would like the same consideration

Initial Business Response /* (1000, 5, 2016/06/13) */
DearMr***:
We are in receipt of recent correspondence regarding the order you placed with us in AprilYou stated that some of your plants appear "dead" or have not yet started to bud and leaf outMuch of our nursery stock is shipped
in a dormant, bare root condition or in starter pots that require transplantingAlso you 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
If after WEEKS of planting, you 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 guaranteeUpon receipt a replacement order will be scheduled for youPlease include a full explanation of the problem by item and quantityThe 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 days in accordance with our guarantee), postage prepaid along with the ORIGINAL SHIPPING LABELPlease include a full explanation of the problem by item and quantityThe refund guarantee is void unless the plants and original shipping label (not a photocopy) are returnedThe refund guarantee applies only to items on an original order and not a replacement or voucher order
Thank you again for your communicationGive your plants a chance and in all likelihood they will be strong and beautiful in you yard or garden
Very Truly Yours,
Direct Gardening
Division of House of Wesley
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Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The weeks for the plants to start growing is the end of the month, so far they have not startedI will wait the week and see what happens.I have never heard of having to send the dead plants back for a refund, and at my costWho , wants to send back mud.They hope I threw the original shipping label out, but I have it

Initial Business Response /* (1000, 5, 2015/06/16) */
Thank you for your inquiry regarding some nursery stock you have received from us
In your letter, you state that part of the merchandise has not started to bud or leaf outThis is not UnusualDuring the first year after transplanting, plants
bud and leaf out much later than established nursery stockIn addition, living nursery merchandise can be shipped by mail only in the dormant stateTime and proper planting procedures are required so that life can be generated from the dormant plant tissueWe are enclosing an additional copy of our planting instructions for your reading and assistance
However, if your plants do not begin to leaf out after six weeks, just return this letter and the original shipping label, as required by the guarantee, and we will be happy to either send you a replacement or issue a credit voucher
Thank you again for your letter and we are sure, if given more time, your plants will develop into beautiful and Satisfactory specimens
Very truly yours,
DIRECT GARDENING Division of House of Wesley

I am rejecting this response because:
I have already expended too much time and postage returning the shipping label TWICE to Direct Gardening (House of Wesley)They need to replace the plants without any further discussion. If they had spent as much effort responding positively to my initial request we could have all avoided this unnecessary waste of timeThey've lost me as a customer regardless of the outcome and I will advise family/friends to avoid using them

Dear Mr***:We have received your recent correspondence regarding the order you placed with usthis order was shipped on 10/12/and delivered on 10/17/17.We 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 you orderThe 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 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 the plants per our guarantee if you desire a refundPlease send correspondence to my attention to ensure the proper adjustment will be made.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,Direct Gardening*** ***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

Initial Business Response /* (1000, 10, 2016/05/09) */
Dear Mrs***
Per your request, we cancelled your order and are issuing a credit to your charge card in the amount of $
Thank your for your interest in out merchandise
Very Truly Yours,
House of Wesley
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Customer Service
Initial Consumer Rebuttal /* (3000, 12, 2016/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
until the refund has been reimbursed we cannot accept their responseas of this moment we have not received such a notice

Initial Business Response /* (1000, 8, 2015/06/24) */
We have received your inquiry regarding on order you placed with usYou state that the order has not yet been received
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 to: *** *** of *** *** Odesso FL XXXXXIt should reach her 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

I am rejecting this response because:You insisted on sending me this order that I repeatedly asked to be canceled.On 9/22/17, I rejected your order - all of it!I initialed it (NL), dated it (9/22/17) and wrote "refused" on it.I also have a picture of it taken at the post office.It is on it's way back to you In a day or so you will receive it.You can track it using YOUR tracking number.Your tracking number will confirm delivery BACK to you.Do NOT send me anything At this point,I would refuse something for "free" from you!YOUR Tracking Number: ***My credit card company has also blocked any payment for this.I would like fro you to confirm delivery when YOU receive it back.Cordially,Mrs***

Dear MrsCarter:We are in receipt of correspondence regarding your order from this yearOur records show that on 5/2/you placed an order over the internet, but the order was cancelled because the credit card was declinedWe sent you an email on 5/12/with that information.On 6/26/another
order was placed for $and was scheduled to ship in packagesPackage was shipped 8/3/(tracking #9***)We are cancelling the remainder of the order, as the items are not available at this timeThere, we are issuing a credit to your charge card in the amount of $for their value.Very Truly Yours,House of Wesley*** ***Customer Service

Initial Business Response /* (1000, 5, 2016/05/02) */
Dear Ms***:
We are receipt of correspondence regarding the order you placed with us the end of MarchWe are sorry to hear of your concerns
We apologize for the troubles you had getting through on the phoneThis is our busiest time of
year but, while we do not have a Facebook page, we do receive and respond to emails
Our records show that your order was placed on 3/31/and it can take 1-weeks to complete processing and is then shipped according to weather and availabilityYour order was shipped on 4/16/with tracking number: XXXXXXXXXXXXXXXXXXXXXX
We have included a copy of trace results as of 4/23/
Very Truly Yours,
House of Wesley
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Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/05/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Ms***:As stated in our catalogs and on our website, our cancellation policy is: "We can only guarantee cancellation of an order if it is requested the same day the order is placedAll other cancellation requests must come to us in writingOnce 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 shipmentEach 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 had begun and we have relied to our detriment upon the order, it becomes a binding agreement between usIt is next to impossible to reverse the procedure once it has begun.Based upon the above it is almost impossible to cancel an orderGood business practices requires an order processing procedure that insures that the nursery stock will be promptly delivered to the customer in good healthy condition and ready for planting.Your request for cancellation was simply not received in time for us to cancel the orderAs we emailed you on 10/at 5:09PMYour request was received and forwarded, but your order was already packaged and in the process of being shipped and in fact left our facility on 10/However, if you longer desire the merchandiseyou may return it per the terms of our warranty, along with the original shipping label, for a refund.Very Truly Yous,Royal Dutch Gardens*** ***Customer Service

Initial Business Response /* (1000, 6, 2015/09/28) */
Dear Mrs***:
We are in receipt of your recent correspondenceA merchandise credit certificate for &was issued o 7/27/for the value of the order that was lost in the mailIf you do not want the credit certificate, please
return it to my attention for a refund
Very truly yours,
Direct Gardening
Division of House of Wesley
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Customer Service

Pamela *** *** ***Highland, CA 92346-2913Dear Mrs***Per your request, we cancelled your order and are issuing a credit to your charge card in the amount of $34.11Thank you for your interests in our merchandise.Very Truly Yours,Direct Gardening*** ***Customer ServiceCT:KC