House of Wesley, Inc.

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

I am rejecting this response because: Your website states that you warranty each and every plant you sell for yearSo now you are stating that you do not stand behind your warranty. We have been lied to for over months.We did not go against your policy If you were having a problem with our business, it would have been nice for you to contact us. Your excuse to us in the past is that our credit card was declined. We knew that was a lie.Most of the plants received were dead, broken, torn up, and wrong.You lie to your customers and don't stand behind your own policy nor do you stand behind your plants.On review sites you have thousands of customers that you miss treat and don't stand behind those plants either.We have found other nurseries to purchase from that their price are the same and the plants have been wonderful and packing properly instead of being tossed into a plastic bag.Needless to say we will not be referring anyone else.Anyone reading this please understand that DG does not stand behind their warranty

Dear Mr***:We have received your recent correspondence regarding the order you placed with us 5/22/17, which shipped 5/26/17.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 your 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 items 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, with 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 plants.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

Dear Ms***:Thank you for your inquiry concerning a complaint from one of our customers, *** *** *** of Stockton, MO.In reviewing this customer account we have found a pattern of high dollar orders with substantial losses on nearly every orderAs MrsRoach/Ritzert points out
there are no outstanding warranty claims, nor orders not fulfilled for which we have received payment.We fell that we are not the right nursery supplier for this customer.Thank you again for your inquiry and we hope our method of handing this matter is satisfactory.Very Truly Yours,Direct Gardening*** ***Customer Service

We have followed or internal concern process The bill received by the patient was accurate and patient was reminded that on this signed delivery ticket it did state monthly rental The patient has contacted both his physician and insurance company and is aware of where he is with his
financial responsibility Patient decided to keep his equipment and continue with his service. Please let me know if you need any further information. Thanks, Traci M***Community Home HealthHME Customer Service and Billing ManagerPhone 317-621-Fax 317-621-

Below is our response from Community Home Health in regards to complaint ID# [redacted].   We followed our internal concern process.  The requested product was ordered, shipped and delivered.  Receipt was confirmed with customer who verbalized being very satisfied.   Please let us...

know if you need any further information.   Thanks,                 Traci M[redacted] Community Home Health HME Customer Service and Billing Manager 9894 E 121st Street/Fisher, IN 46038 317-621-4922/tm[redacted][email protected] 317-621-4703 - Fax

Initial Business Response /* (1000, 10, 2015/06/22) */
Per your request, we have cancelled your order and are enclosing our refund check for $55.90.
Thank you for your interest in our merchandise and we look forward to serving you again in the near future.
Very truly yours,
HOUSE OF...

WESLEY
Initial Consumer Rebuttal /* (2000, 17, 2015/07/19) */
Thanks to your intervention, this problem has been resolved to my entire satisfaction through a full refund of my payment made for gardening supplies. I could not acknowledge your precious help earlier due to travel overseas. Thanks again.

Initial Business Response /* (1000, 10, 2016/05/31) */
Dear Mr. [redacted]:
We are in receipt of recent correspondence regarding the order you originally placed with us in April of last year. You contacted us shortly after having received the order to notify us that you were sorted 1-Scarlet Red...

Maple, for which you returned the original shipping label and we shipped the missing item on 6/17/15.
As you were told previously, we retained that original shipping label on file in case you were to have problems with any of the other original items. Please clarify as to how any of which items are currently dead and need to to be replaced.
If the Scarlet Red Maple that was shipped to you separately is dead, please also the return original replacement shipping label. Please send all information to my attention for quicker processing.
Very Truly Yours,
Direct gardening
Division of House of Wesley
[redacted]
Customer Service
Initial Consumer Rebuttal /* (3000, 12, 2016/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 04/24/16 Desiree said they would replace the 20 dead trees after I informed her I had already sent back the original shipping label last year because the did not send the complete order, one of the trees was missing from the original shipment. On 05/06/16 [redacted] ID 724 refused to give me her supervisor name and after arguing with her that she already had the original shipping label she stated they would replace 19 of the trees since one was sent with a new label. On 05/27 Nicki said no replacement order was placed. Then [redacted] ID# 771 said another letter is in the mail. I asked why they need to send a letter when I have spoken to them repeatedly on the phone and offered to send an email or speak to whomever I need to. She said [redacted] doesn't talk on phone or correspond via email. Each time I talk to them I get a different response and delaying tactics so that they do not have to fulfill their stated warranty. I just get one boldface lie after another.

Dear Mr. [redacted]We have received additional correspondence regarding your order from 4/10/17. At this time, we have processed a replacement order for the Double Delight Rose, Climbing Joseph's Coat Rose and Creeping Phlox, which has been scheduled to ship in Spring 2018.Very Truly Yours,Direct gardening

I am rejecting this response because:
Our complaint is that after 10 plus years our orders have been declined for reason given thru email or your customer service as our credit card has been declined.  Our bank stated that no attempt was made to submit the card for payment.  Your customer service told us that we are good customers and to place the order again.  After several attempts to place an order with the same results.  We wanted to know the reason.  Your customer service stated we would have to write to DG as DG does not talk to any customers.  We wrote back in Oct.  To this day we never heard a word back.So we filed this complaint.  Your response back was we wanted to many replacements.  What we responded back with is offer a replacement on every single plant you sell.  That we asked for to many.  We wanted replacements for the plants that arrived dead, broken or died.  Dormant plants have a 30-35 percent non survival. Not one phone call or email or letter from you in 10 years of business together to discuss any of this.  The reason we were given our Card declined.  We knew this was not true.If you do not want our business because you can't stand behind your product or only stand behind a certain percent, that is fine.   We will not refer any customers to you.  And we will take our business elsewhere.  To blame the customer is poor business.In the last few weeks we have found other businesses happy for the business.  We also mentioned to other vendors we deal with and they are thrilled at what you DG have done.  You gave up business by blaming your customer and not meaning what your policy states.By you ending the relationship means exactly you do not stand behind your policy.  We did not violate any of your policies.  Or try working with your customers.Thank you

[Page 1/2]RE: [redacted]# [redacted]Dear Sir or Madam:Thank you for your inquiry concerning a complaint from one of our customers, [redacted] of [redacted].We are enclosing a copy of our letter to Mr. [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 Yours,House of Wesley[redacted] Customer ServiceCT:RREncl[Page 2/2]Dear Mr. [redacted]:We have received your recent correspondence. We are sorry to hear that you're not pleased with the merchandise you received.  Therefore, in accordance with our guarantee and to expedite the handling of your adjustment, just RETURN THE ORIGINAL SHIPPING LABEL FROM THE PACKAGE OF REPLACEMENTS to my attention, as it contains full information concerning your replacement order.  Please include a list of how many of which item(s) is dead.Thank you again for your letter and as soon as we receive the shipping label in accordance with our published guarantee, we will we will process your adjustment in a timely manner.Very Truly Yours,House of Wesley [redacted]Customer ServiceCT:RR

I am rejecting this response because: I have already returned the shipping label twice to this company and, each time, received a return (with the shipping label) excuse why they wouldn't send my replacement plants. I am not wasting anymore postage sending them back their shipping label (and, considering the level I've service I've received, certainly won't spend another $12 on shipping to 'expedite'). I will never deal with this company again and will advise anyone asking to avoid them like the plague. William [redacted]

I (We) am (are) rejecting this response because:  The [redacted] verified tracking that shipments were returned to Bloomington, There is a photograph of a flat envelope and the case number to investigate this has already been sent to both the bank, credit card company and authorities. We appreciate the $84 refund, and we will still insist on the other $26 without delay, because no merchandise was received or accepted. The [redacted] complaint was made as soon as the items were shipped in case there was an effort to withhold any or all of the $110.10 in question. House of Wesley can explain that to all relevant entities, including Revdex.com. Is the other $26 worth the fallout for the company having not operated ethically in the 21st century when there was more than ample time to not ship at all? Besides that, NO payment should have been taken from our account until after shipment, and House of Wesley dba Direct Gardening took payment a week before shipment.

May 14. 2018[redacted]East Longmeadow, MA 01028—2010Door Ms. [redacted]: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 way. However, wehave checked...

with our shipping room and find that your order has beenshipped. It should reach you in the very near future, if it has not alreadydone so. The tracking number for the package is9261292700223942949143.Thank you for your interest in our merchandise and we shall look forwardto serving you again soon.Very Truly Yours,Direct Gardening[redacted]Customer ServiceCT:KC

Initial Business Response /* (1000, 5, 2016/06/23) */
Dear Mrs. [redacted]:
We are in receipt of recent correspondence regarding the order you placed with us in May, which shipped 6/3/16. Please not 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."
You have stated that your roses appear "dead" or have not yet started to bud and leaf out. Roses are shipped in a dormant, bare root condition. Therefore, the plants may look "dead", or may leaf-out later than an established plant.
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.
Very Truly Yours,
House of Wesley
[redacted]
Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the response I received from House of Wesley, I NEVER stated my rose APPEARED "dead" or had not yet started to bud and leaf out. I said the plant WAS half dead, the majority of the stems were BLACK, which means DEAD, and the plant was covered in MOLD. The catalog description from which I ordered the rose, and what I received, was clearly misleading! Once again, I paid $8.99 for the "garbage" rose that I received & $9.99 for shipping to me for a total of $18.98. Now I am expected to pay another $9.99 shipping to return a rose that should never have been shipped in its condition in the first place! That means I would pay $28.97 to get an $8.99 refund! As I am on a fixed income, I have no intention of sending more good money after bad. I have already sent H. of W. photos (including the shipping label) and explanation for my refund request, TWICE, via email, per THEIR customer service instruction.
I am an "old school" type person; I expect to get what I pay for, no more, no less. I DID NOT get what I paid for from House of Wesley. See attchments

Dear Mrs. [redacted]:As stated in our catalogs and on our website, our cancellation 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 you 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 condition 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,Direct Gardening[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. Thank you for issuing the order cancellation/refund. [redacted]

Dear Mrs. [redacted]: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 way. However, wehave checked with our shipping room and find that your order has beenshipped. It should reach you...

in the very near future, if it has not alreadydone so. The tracking number for the package is[redacted].Thank you for your interest in our merchandise and we shall look forwardto serving you again soon.Very Truly Yours,Direct Gardening[redacted]Customer ServiceCT:KC

May 4, 2018[redacted]Wesf Bloomfield, MI 48322-2119Dear Mr. Oshmonksi:We have received your inquiry regarding an order you placed with us.You state that you have not yet received your order.Please keep in mind that orders are shipped according to weather,product availability...

and nature of the product. Due to weather webegan shipping to your area of the end of April.We have checked with our shipping room and find that your order wasshipped on 4/25/18 (tracking # [redacted]).Thank you for your interest in our merchandise and we shall look forwardto serving you again soon.Very Truly Yours,Direct Gardening[redacted]Customer ServiceCT:KC

Initial Business Response /* (1000, 5, 2016/07/12) */
Dear Mr. [redacted]:
We are in receipt of recent correspondence regarding your order for $386.09 (7/6/15) and $67.95 (7/8/15). These orders shipped in a total of 3 packages on 7/6/14/15, with the exception of 4-Hazelnut which were refunded on...

9/9/15 ($9.92).
On 5/9/16 a replacement order, with the value pf $192.63, was processed and shipped on 6/15/16 (tracking # XXXXXXXXXXXXXXXXXXXXXX).
Very Truly Yours,
Direct Gardening
[redacted]
Customer Service