House of Wesley, Inc.

Dear Mrs. [redacted]We have received your recent correspondence regarding the order the order you placed with us.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 1 year of...

receipt. If you are dissatisfied with any merchandise, return it together with the ORIGINAL SHIPPING ABEL within 1 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 14 days of receipt.Your order was shipped on 9/14/17 with the tracking # [redacted]. This package contains your entire order except for the Red Painted Daisies which have been cancelled. You have stated that you no longer want the order because it is too late to plant. Now is the ideal time for fall planting, except for the Gardenia, which is an indoor item.However, if you no longer want the order, please return the plants and shipping label to receive proper credit, as per guarantee. Please send correspondence to my attention to ensure the proper adjustment will be made.Thank you again for you 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[redacted]Customer Service

Initial Business Response /* (1000, 5, 2016/05/25) */
Dear Ms. [redacted]
We are in receipt of recent correspondence regarding the order you placed with us in March. 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 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."
The letter did not say to return the plants for a replacement. Plants only need to be returned for a refund. Therefore, to receive a replacement, simply return the original shipping label and a letter stating how much of which items is dead.
Please return the above to my attention for quicker processing.
Very Truly Yours,
House of Wesley
[redacted]
Customer Service

Initial Business Response /* (1000, 5, 2015/06/24) */
Thank you for your recent inquiry concerning an order you sent to us. You state you have never received the shipment.
We are very sorry that you have been inconvenienced in any way. We have checked our files and find that we received your order...

on 4/20/15. We have also checked with our shipping room ond find that your order was shipped 5/28/15.
We would like to point out that our shipping label clearly states that if for any reason a package is not deliverable, it should be returned to us by the delivery service. Since your package was shipped and has not been returned to us, we cannot understand why you have not received it.
Since it is evident that your order was lost in the mail and since you indicate that you no longer desire the merchandise, we are crediting your charge card in the amount of $49.96, which was the amount you paid for this order.
We hope the credit to your charge and our sincere apologies will compensate for any inconvenience you have been caused.
Very truly yours,
DIRECT GARDENING Division of House of Wesley
Initial Consumer Rebuttal /* (3000, 7, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response above is verbatim the response I received via a letter recently. The company representative "Mike 745" told me I would receive a written notification of the trace results on my lost package, which were not included in the letter I received, making me wonder if a trace was ever initiated. The company clearly only responded to the inquiry from the Revdex.com. More action is required in order to ensure the company corrects the problems plaguing their business.
The company made no attempt actually compensate me for the inconvenience, merely provided a refund of the money they held hostage for over 2 months. Additionally, I had no notification of action on the behalf of the company, so I was blind-sided by a refund prior to receiving the letter. Had I known they intended to process a refund, I would have denied it. I am bringing legal action against the company, and I don't want a refund to appear as compensation for the atrocity they inflicted upon me.
I am highly suspicious the actual legality of their company, and cannot begin to resolve this issue outside a courtroom setting. I have attempted to contact any person besides the call center supervisor to no avail. "Mike 745" is the highest authority of the company I have reached, and his lack of knowledge or unwillingness to share makes me question the structure of the company. They call themselves "House of Wesley Inc." but I doubt they have followed the articles of incorporation. The facts of this particular case are too numerous to document in this complaint, but I will not be satisfied with any response from House of Wesley "Inc." any time soon. They failed to provide any level of customer service at all until I contacted the Revdex.com and filed a complaint. Had I not filed my complaint, I doubt I would have received any response from the company.
I highly suggest any person reading this review who has had a similar experience to contact an attorney or file a motion against House of Wesley "Inc." yourself. The company must be shutdown in order to protect innocent consumers.

Dear Mr. [redacted]:We have received your recent correspondence regarding the order you placed with us.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 1 tear of receipt. If you are dissatisfied with any merchandise, return it together with the ORIGINAL SHIPPING LABEL within 1 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 14 days of receipt.Therefore, please return the original shipping label and a list of what items are dead. The shipping label is the colored paper from the front of your package  that includes the items in the package and your name and address. It also says "IMPORTANT! SAVE THIS LABEL. YOU MUST have this shipping label for your GUARANTEE to be valid," on the left side. We will hold the label for the duration of your warranty in case you have a problem with any other plants.If you no longer have the original shipping label as per our guarantee, we do not have any obligation to adjust on your order. However, since we do try to satisfy all our customers, we are willing to make a single exception and replace the unsatisfactory merchandise if you will send us a photocopy of your purchase (i.e. charge card statement or both sides of your cancelled check) and a list of the unsatisfactory stock. Please be sure to include a list of how many of which item is dead,Please send all necessary information to my attention for further review.Very Truly Yours,Direct Gardening[redacted]Customer Service

I am/We are rejecting this response because: Both packages were returned, because neither was received by the addressee. Direct Gardening continues to evade 1) the order was cancelled more than two days before any items were sent, with enough time to electronically and locally cancel shipment, 2) which means there is no packaging or label to return, 3) illegally and unethically took bank payment before any items shipped, and 4) duly notified in writing and before that by telephone on morning of October 2nd at 9am hour ET that recipient was deceased. The issues that a formerly reliable company must be operating in the red to have taken money before shipment has been raised has been now raised with the bank fraud department and authorities. A photo of the smaller envelope from [redacted] is on file with both entities, as well as verification by a customer service supervisor that ALL items were returned back to Direct Gardening in Bloomington, Illinois. The other funds are expected without further runaround and delays. WHY is the vendor also replying about the shipping fee of the smaller envelope of less than $1 unless it knows the item was never received by us and returned by [redacted]. It was clear that no one would be at the address to receive any shipment. To try to use customers for phony business losses will not work. 
The post office investigator and bank were made aware of this dishonesty by the vendor who has chosen to destroy a third generation tie with us. The following statement was sent to Revdex.com and these entities. For the vendor to send the same reply shows that Direct Gardening ha snot operated ethically or in good faith, and any fallout from the bank and authorities rests with business."Because we had contacted both our bank and the Revdex.com for a complete electronic refund of $110.10, this is why the vendor has evaded and made excuses about the shipping and refund. Attached are photographs taken at a [redacted] van of the envelope for one item refused and returned to this company. If there is someone in the Bloomington, Illinois [redacted] aiding this company, please find him/her or them. There was less than $1 paid to ship this item, and the marker lines were done by the vendor most likely. The tracking number for the larger of two packages was [redacted]."

[redacted]Kansas City, MO 64152-2461Dear Mr. [redacted]:Per your request, we have cancelled your order and are enclosing our refund check for $94.45Thank 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,[redacted]Customer Service

I am rejecting this response because:  1.  It does not address/remedy my writing time or hassle time (10 hrs) @ $50/hr = $500;  plus ... 2.  It does not pay me back the $35 I had to pay Robertson Orchard in Sturgeon Bay, WI for the Honeycrisp Apple Tree I replaced through them.  I provided the Il Attorney General a copy of the receipt for the tree, along with all the email communications (20) documenting the waste of time in dealing with House of Wesely et al, and a hope that some form of recompense/compromise can be reached short of me driving down to Il to file a claim in small claims court for my time, effort, and extra tree.Scout's Honor.  Russ [redacted]

Initial Business Response /* (1000, 5, 2016/07/27) */
Dear Ms. [redacted]:
We are in receipt of recent correspondence regarding the order you placed with us 3/24/16 and shipped 4/12/16. 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 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."
On 5/26/16 (past the 14-day timeframe), we received 6-Hemlock fro you with a note stating that (-Hemlock were dead. We issued a merchandise credit certificate for the value of all ($9.72).
You returned the credit certificate back to us requesting a refund. even though we were under no obligation to do so, a credit to your charge card for $9.72 was issued on 7/11/16.
Very Truly Yours,
House of Wesley
[redacted]
Customer Service

Dear Mr. [redacted]:We are in receipt of recent correspondence regarding the $48.29 order you placed with us on 7/12/17 for 9 blackberry plants. 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 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, withing 14 days of receipt.On 9/18/17 we received and processed your replacement request for 5 plants. Four of the plants have shipped and should be arriving in the very near future if they have not already done so. The thornless blackberry is not available this season ans is scheduled to ship Spring 2018.Very Truly Yours,Direct Gardening[redacted]Customer Service

Initial Business Response /* (1000, 5, 2016/08/15) */
Dear Mr. [redacted]:
We are in receipt of recent correspondence regarding the two orders you placed with 6/15/ and 6/20 for 1 Patio Tree Rose each. 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 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."
We received back the original shipping label for the 6/20 order and 1 of the roses. As a result, a credit to your charge card of $14.45 was issued 7/13/16 for the value of the rose less the return postage. In July, e also received the 2nd rose, but the original shipping label was not included. We, therefore, sent a letter dated 7/25/16 requesting the shipping label ( see copy of letter enclosed) and have not received a response.
We are assuming that the original shipping label cannot be provided, but in the interest of customer satisfaction and as a non-precedent setting exception, we are willing to make an adjustment since the plant has been returned. therefore, we are processing a replacement for 1-Patio Tree Rose as a final resolution.
Very Truly Yours,
Direct Gardening
[redacted]
Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was a very difficult company to deal with. They are not interested in providing good customer satisfaction at all. I had contacted them numerous times and had the " I don't care " attitude each time. Only when Revdex.com got involved did they even try to work with the consumer. Thank you Revdex.com

Initial Business Response /* (1000, 10, 2015/10/02) */
Dear Mr. [redacted]:
We are in receipt of a recent inquiry regarding the order you placed with us this year. Please note 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 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."
Therefore, we would ask that you return the original shipping label (the shipping label is the green paper that lists the items in the package and your name and address), and a list of how many of which items are dead. If you do not have the original shipping label, please send a copy of the proof of purchase in its place.
Please send all necessary information to my attention for quicker processing.
Very truly yours,
Four Seasons Nursery

Initial Business Response /* (1000, 5, 2016/07/06) */
Dear Mrs. Davis:
We have received you 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 6/16/16 and was shipped 6/22/16 (tracking # 9274892700223934855243). 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
Carol Tarbox
Customer Service

Initial Business Response /* (1000, 10, 2016/04/22) */
Dear Ms. [redacted]
Per your request, we cancelled your order and are issuing a credit to your charge card in the amount of $90.45.
Thank you for your interest in our merchandise.
Very Truly Yours,
House of Wesley
[redacted]
Customer...

Service
Initial Consumer Rebuttal /* (3000, 12, 2016/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has been a month since I made that request.
I have had to contact my credit card company for a chargeback due to their extremely slow response. I requested a cancellation within 1 business day of the order and they actually charged me AFTER my request. My card should have never been charged and a refund should have been immediate, not taking a month.
My bank has the charge back process started No thanks to House of Wesley

Dear Mrs. [redacted]:We have received your letter to the Revdex.com regarding your 3/13/17 order for $172.20.We apologize for the problem with your order. You have stated that your order does not correctly reflect the items you had purchased on our website. The individuals you spoke with on...

the phone were obviously confused by what was happening and could only see that the items you were talking about were not items that were available this Spring.Upon investigating your complaint, it appears that our website service provider had an issue that was randomly incorrectly linking some of the information for current items with information from items that have been obsolete for years. It seems that when you were placing your order, you were encountering some of these incorrect links, but when you reviewed the website later, the items were linking correctly.This appears to have affected 5 of the 15 items on your order. Rest assured, this is certainly not our common business practice. In fact, this spring appears to have been the first time this happened, and we appreciate your bringing this problem to our attestation.Our website provider assures us that they have put measures in place so that this random occurrence does not happen in the future. We share you frustration regarding this situation and apologize for the inconvenience it has caused.Per your request, your order has been cancelled and a credit to charge of $172.20 is being issued to your credit card.Very Truly Yours,Direct Gardening[redacted]Customer Service

I am rejecting this response because: Your website states the guarantee but does not state the WARRANTY or the dollar amount that would be credited to me if I returned my order that you state in your response. Please provide me with the WARRANTY you state in your response to me and the indented amount of refund I would receive upon the return of my order. If you are going to charge customers for a purchase of your products, you should able to provide a shipping date for those products ordered. When I contacted my credit card company they said you needed to provide me with an estimated shipping date or a cancellation. Of which you provided neither. When calling your company I was told that my order was cancelled by [redacted]. This also does not meet your cancellation policy so I'm not sure why I would have been told that information.Our One Year GuaranteeIf 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 1 year of receipt.  If you are dissatisfied with any merchandise, return it together with the ORIGINAL SHIPPING LABEL within 1 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 14 days of receipt.

Dear Ms. [redacted]:We are in receipt of recent correspondence regarding the order you placed with us 5/8/17 for $24.88. 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 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 stated that some of your plants appear "dead" or have nit yet started to bud and leaf out. Much of our nursery stock is shipped in a dormant, bare root condition or in start 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 ALREADY DONE SO, PLEASE PLANT ALL PLANTS IMMEDIATELY FOLLOWING THE INSTRUCTION IN OUR PLANTING BOOKLET. WATER REGULARLY. GIVE THE A CHANCE. In nearly every instance the plant 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 voice 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 (withing 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 you communication. Give you plants a chance and in all likelihood they will be strong and beautiful in your yard or garden.Very Truly Yours,Direct Gardening[redacted] Customer Service

May 21, 2018[redacted]Baldwin Park, CA 91706-3206Dear Mrs. [redacted]We have received recent correspondence regarding your order from3/5/18. For your request, we cancelled your order and issued a credit toyour charge card on 5/14/18.Thank you for your interest in our...

merchandise.Very Truly Yours,Direct Gardening[redacted]Customer ServiceCT:KC

Dear Mr. [redacted]We are in receipt of recent correspondence regarding the order you placed with us on 5/16/16 for $25.66 for 6 trees, including 2 Purple Smoke Trees for $9.19. This order was shipped on 5/20/16. Please note, our guarantee is as follows:If any items you purchase from us 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.On 6/12/17, we received a 2nd replacement request and even though we had already replaced these once, a 2nd replacement was shipped on 6/15/17. Very Truly Yours,Direct Gardening[redacted]Customer Service

Dear Mr. [redacted]: We are in receipt of recent correspondence regarding the order you placed with us 3/7/16 for $35.95, which shipped 4/13/16. 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 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."Many of the items we carry are shipped in a dormant and bare root condition. This allows the plants to withstand time in transit as they are not actively growing and therefore do not require sunlight and/or water and to transplant more successful. This also means, however, that they could appear to be dead/dried out upon receipt. Dormant items can take up to 6 weeks to begin leafing out and showing signs of life.A replacement order was processed 3/7/16 for 1 Moorpark Apricot and 1 English Walnut, and shipped 5/10/16. Our guarantee obligates us to only replace one time. however, in the interest of customer satisfaction, a second replacement was processed for the same items on 7/11/16 and because of the type of stock and time of year, the replacement order was shipped 3/15/17.Your order is no longer within the 1-year guarantee timeline, nor have we received the original shipping label from the second replacement order. In addition, we have already replaced twice. Nonetheless, if your return the original shipping label from the 2nd replacement along with a note of how many of which item(s) is dead, we will consider sending a merchandise credit or additional replacement.Very Truly Yours,Direct Gardening[redacted]Customer Service

I am rejecting this response because:
It has now been 12 days and I have not received confirmation from House of Wesley regarding the agreement  to settle my dispute. I emailed them as requested and have not gotten a response. My complaint # is [redacted].Thank you for your assistance.  [redacted]