House of Wesley, Inc.

Dear Ms. [redacted]:We have received recent correspondence regarding your order from 9/25/17.Your order was shipped to you in 2 packages. We have no received back packages 1 of 2 and are issuing a credit to your charge card $ 84.38 for the value of the plants less the return postage on the package you refused.Very Truly Yours,Royal Dutch Gardens[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.I would like to add, that the business did not respond to my emails until after they shipped the product, which at that time I finally received a email from their "warehouse" that it was to late to cancel my order.  The only thing is to see if my plants do not live and then send the dead plants back with the original shipping label. I find their business practice unprofessional and will never do business with this company again.  Thank you for your assistance in helping me resolve this issue.   I am hoping that the plants will survive so that I do not have deal with them again.  Catherine

May 11,2018[redacted]Son Ton Volley, AZ 85142—6182Deor Mr. [redacted]:We hove received recent correspondence regarding your orders. Wereceived two orders. The first one was placed on 11/6/17 for $47.95 and Thesecond on 3/5/18 for $33.22. Per your request both orders were...

cancelled. Acredit to your charge card of $33.22 was issued on 4/16/18.Due to a mistake in our office, The refund on the second order was not doneat that time. We are therefore now issuing a credit to your charge card for$47.95.Thank you again for your inquiry and we sincerely hope the credit and oursincere apologies will compensate for any inconvenience you have beencausedVery Truly Yours,Direct Gardening[redacted]Customer ServiceCT:KC

I am rejecting this response because:
On Saturday May 12 2018 I received an email from Direct Gardening that they were just shipping out my ordered via USPS. Please note this comes 4 FOUR days after I contacted you to file this complaint and 4 days after I contacted my credit card company of this problem. My credit card company [redacted] advised me to email Direct Gardening on additional time advising them of my actions and formally cancelling this order which was placed and paid for on April 20, 2018. I just checked the USPS tracking number that was in Saturday’s (5/12/2018) email and it states USPS still awaiting package. I want my order canceled and monies refunded. That is the resolution needed th solve this.Thank you Revdex.com for your help!! I do appreciate it?[redacted]

Initial Business Response /* (1000, 5, 2015/06/22) */
We have received your inquiry regarding an 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, we have checked with our shipping room and find that your...

order has been shipped. 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,
DIRECT GARDENING

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.  To whom it may concern.  I already mailed the Shipping label from this year shipping but had no response from anybody ! I have been  gardening for more than 50 years and can tell 100$ if the Plant is dead or alive ! Your Plants come completely dried out and dead right from the ''box''  I agree to get a 'replacement ' one more time this year. Check your mail box for my letter with the label . I will even  mail you another Label from the package with dead trees and don't tell me you didn't get it again. UPS works great in the USA !. Both Plants are dead.  Please, do not forget to ship the plants the'' right way '' Eugene [redacted] Bridgeport CT 06606

Dear Ms. [redacted]:We are in receipt of recent correspondence regarding the order you placed with us 5/10/17 for $32.96, which shipped 5/23/17. Please note, our guarantee is as follows:If any item you purchased fro 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.You state that you have returned the product, however we have no record of having received the package to date. you may wish to trace the package and provide us with any additional information.Very Truly Yours,Direct Gardening[redacted]Customer Service

Dear Mr. [redacted]:We are in receipt of recent correspondence regarding the order you originally placed with us in April of this year. We have received the original shipping label from the replacement order, and even though we had no obligation to do so, a credit was issued to your charge card in the amount of $15.81 (value of the replacement order) on 7/14/17.Very Truly Yours,House of Wesley[redacted]Customer Service

Initial Business Response /* (1000, 5, 2015/10/15) */
Dear Ms. [redacted]:
We are in receipt of a recent inquiry regarding you $100.60 order from 3/9/15, which was shipped in three packages on 3/24/15, 4/1/15 and 5/8/15. Please note our guarantee is as follows:
"If any item you purchased from us...

does not live, for 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 6/22/15 we processed a replacement order (value $63.69) for dead items per your request, which shipped in 2 packages. The first package shipped 6/24/15 and the second was scheduled for a Spring delivery. You state that you had requested a refund, not a replacement, and that you returned the plants to us at that time.
We have reviewed your file and found that we did not receive the plants back from the original order. We received only a letter (not a package of plants) along with a request for replacement (copy of letter enclosed). You did not request a refund.
In July, we received back the replacement package we had shipped along with a request for a refund. even though we are only obligated to replace once, a merchandise credit certificate was issued for the plants that were returned and for the second package that was cancelled.We have since received the vouchers back requesting a refund.
As previously stated, you did not comply with our refund warranty and no refund is due. However, in the interest of customer satisfaction, and as a non-precedent setting exception, we are issuing a credit to your charge card for $63.69 for the value of the merchandise.
Very truly yours,
Direct Gardening
Division of House of Wesley
[redacted]
Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I initially received the plants, they were dried out and dead with the exception of two pomegranate trees. I called customer service and they instructed me to plant them because the just looked dead and were really dormant. I did as they told me to do , watered every day waited for some sign of life. NOTHiNG sprouted , I had an orchard of dead sticks! I sent back all the dead sticks and requested in writing for refund and did not want anymore dead plants sent to me! I called four more times and encountered horrible customer service , they could never find my requests or plants I sent back or they told me to call back later......pushback every time I called! I just want my money back for all the plant minus the two pomegranate plants. The total of which is $100.60.
I sent all their plants and vouchers back, I do not want anymore dead sticks.
Thanks for your time.
Final Business Response /* (4000, 15, 2015/11/04) */
Dear Ms. [redacted]:
As previously stated, even though we were under no obligation we have issued a refund for the items from your June 2015 replacement (value $63.69). See the enclosed copies of the 2-letters sent to us with a list of the dead items for which you desired a refund.
your credit to charge these items was given 10/14/15. If other items from the original shipping label are dead, return list if how many of which item and labels 2 & 3 from the original order if necessary.
Very truly yours,
Direct Gardening
Division of House of Wesley
[redacted]
Customer Service

Initial Business Response /* (1000, 10, 2016/10/21) */
Dear Mr. [redacted]:
We are in receipt of recent correspondence regarding the order you placed with us 4/21/16, which shipped 5/23/16. 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."
Please note your email to us on 7/28/16 in regards to this issue and our response on 8/1/16 (copy enclosed). As explained in the email,please return the original shipping label, as per our guarantee, and a list of how many of which items is dead for a replacement or merchandise credit certificate.
Very Truly Yours,
House of Wesley
[redacted]
Customer Service
Initial Consumer Rebuttal /* (3000, 12, 2016/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Contacted them, said they would look into it? It has been over a month now? No response?

Initial Business Response /* (1000, 5, 2015/06/10) */
We have received your inquiry regarding an 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, we have checked with our shipping room and find that your...

order has been shipped. 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

Initial Business Response /* (1000, 5, 2016/04/25) */
Dear Mr. [redacted]:
We have received your inquiry regarding an 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, we have checked wit our...

shipping room and find that your order has been shipped. 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,
Direct Gardening
Division of House of Wesley
[redacted]
Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/04/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a generic response that is sent to all your "customers" I am very unimpressed by the customer service department of this company. I have received the plants as of last Thursday. 3 trees were barely 6 inches tall. Descriptions on the website need to states as such. I would never have ordered them if I would have known this. I will never order from this company again and I will encourage others to steer clear of you as well. Horrible horrible customer service
Final Business Response /* (4000, 13, 2016/05/05) */
Dear Mr. [redacted]:
We are very sorry to hear that you are not pleased with the stock you received. You may return the original shipping label and any unwanted items with 14-days for refund.
Very Truly Yours,
Direct gardening
Division of House of Wesley
[redacted]
Customer Service

Initial Business Response /* (1000, 5, 2016/07/19) */
Dear Mr. [redacted]:
We are in receipt of recent correspondence regarding the order you placed with us 4/18/16, which shipped 5/3/16. Nowhere do we advertise that will be received within 2-weeks of being placed. In fact our website states:...

"Please allow 1-2 weeks for your order to be processed. We will then ship based on weather and availability of the plants." We also do not believe we misrepresent our products on our website. your order was shipped through FedEX Smart Post, which works in conjunction with the U.S. Postal Service for final delivery of the package. 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 a replacement request, which processed on 6/6/16 and shipped 6/13/16. you stated that some of your replacement 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 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.
We ask that items be planted immediately and given 6-weeks to begin showing signs of life. If after 6 WEEKS of planting, you plants do not leaf out or if you are already certain they are not alive, return the ORIGINAL REPLACEMENT SHIPPING LABEL from the package as required by our guarantee. Please include a full explanation of the problem by item and quantity.
Very Truly Yours,
Direct Gardening
[redacted]
Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you read the response close to what was wrote I am supposed to ask for a refund in 14 days yet last paragraph she states they want you to wait 6 weeks to give the plant time to come out of shock. Even common core math any one can tell 14 days comes sooner than the 6 weeks they want you to wait. 2nd she states they want you to plant immediately, once again she contradicts herself as the instructions state plain as day to soak over night. Can't do both. 3rd Smart post is not any special way of shipping on a stupid label affixed to the green bag with no vent holes for plants to breath not any details on outside of the bag to state live plants so that postal service would take extra care in handling them. 4th every item they sell they say TREE, BUSHES, PLANTS this is a lie and fraud and misrepresentation as you do not get bushes you get about a 3 to 4 in sprout that by the time you get it in this heat in the enclosed green bag it is dead. Trees are in a 2 to 3" pot with a single twig sticking up with no signs of greenery at all on it. The twig is roughly 3" tall and no bigger round than a Bic ink pen cartridge. Plants are bare root had leaves on it when bagged up, but to make matters worse they then inclose the bare root rose in a clear bag, once again no air holes and then place inside the green bag. Once you get the bag out and inside the house you open both bags and now the rose has white mold around the root. I Called in waiting to know what was the delay in getting my shipment cause it was I thought 2 week delivery. Was told it was 2 week delivery once order was processed. Ok could live with that just poor details as at no time do you have any ideal on how long or when you will get the purchase until they arrive. When I got the package and opened I called and complained right away due to the misrepresentation of trees, bushes and plants instead of the [redacted] I got. she apologized and stated they grow fast give them a try. I told her that 2 of the Azaleas looked as if they were already dead due to the way they were shipped. Was told they might just be in shock try them and wait a while and if not just call back or contact them for replacements. Nothing was said about if I wait 14 days I could not get a refund just wait longer. finally I called back and told a person nothing is growing, was told to send the original label in and a letter telling what I need replaced. Once again nothing was mentioned I could not get my money back or too much time had elapsed. When this packaged arrived it was 97 degrees that day and the postal service but the green bag of plants in a mail box directly out in the sun for over 13 hrs before I got home from work. It appeared the plants were at 1 time living but now had already died due to the heat, I opened the bag with the rose in it and mold was all on the root. I tried to wipe some off and decided this is not how a customer should have to deal with plants they pay good money for. they have multiple names for different nurseries and each and every one of them false advertise items as PLANTS, BUSHES & TREES instead of what they are. For the feedback and reviews each company has they treat each and every customer this way by telling them to wait this and that until the 14 days has passed and then say we can send you more or give you credit. Well you have in total sent me 2 trees ( dead ), 6 azaleas ( 4 dead ) 6 burning bush hedges ( 3 dead) 3 rose bushes (3 dead) so if all of these are already dead why on earth would I wont a credit or even expect you to be able to ship me plants that are living the way you ship items with lack of information on the package. How about you putting yourself in a green bag with no air holes and then sit in a metal container for 12 to 13 hrs in 90+ degree weather and see how long you will survive. I just want my amount back that I asked for, I did not even worry bout the shipping cost nor the tax just the amount I paid for those false and misrepresented items you sell.
Final Business Response /* (4000, 14, 2016/08/03) */
Dear Mr. [redacted]:
We are in receipt pf the most recent correspondence regarding you order. As we have stated previously, our guarantee states:
"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."
This guarantee is located on our website (in multiple locations), on the shipping label itself, as well as the planting guide included with all orders and all other print advertisement.
In essence, each order has a 1-year replacement guarantee OR a 14-day refund guarantee - return the plants within 14-days for a refund OR keep them, give them a chance and have a 1-year replacement guarantee. Under our guarantee, we are only obligated to replace one time. Since we do want all of our customers to be satisfied, we have offered you a 2nd replacement if items from the replacement packages do not survive.
We have simply asked that you allow 6-weeks for the items to come out of dormancy and begin showing signs of life. If after that time, they are not alive, please return the original replacement shipping label to my attention and your request would be processed accordingly.
Very Truly Yours,
Direct Gardening
[redacted]
Customer Service

November 28, 2017 Grace [redacted]
[redacted] Dear Ms. [redacted]:We have received your response to our 11/6/17 letter. Our response to your questions regarding cancellation were addressed in our 10/17/17 letter to you. Your order dated 9/25/17 was charged as it went through processing and shipped on 10/4/17. We do not ship and bill on account.Our guarantee policy which was agreed to at the time the order was placed on the internet which states that for a refund, items must be returned with proper postage affixed.We have now received back postage 2 for the lavender seed, value $0.89. However, the postage due on the package of $0.98 is greater than the value of the item. Therefore, no refund is due.Very Truly Yours,Direct Gardening[redacted]Customer ServiceCT:KC

Dear Mrs. [redacted]:We have received your inquiry regarding an 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, we  have checked with our shipping room and find that your order has been shipped. 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,Direct Gardening[redacted]Customer Service

Dear Mr. [redacted]:We have received your inquiry regarding an order you placed with us. 4/12/17 for $17.98. You state that you have not yet received your order.We regret that you have been inconvenienced in any way. However, we have checked with our shipping room and find that your order was shipped...

on 4/22/17 (tracking # [redacted]). It should reach you in the very near future, if it has not already done so.Thank you for your interest in out merchandise and we shall look forward to serving you again soon.Very Truly Yours,Direct Gardening[redacted]Customer Service

I am rejecting this response because:   The [redacted] already returned the package, and the contact was made on October 2nd, well within time to have cancelled the order due to demise of the recipient. As the living payer with an active bank account, a full refund is expected. There is no note to send the company, since much correspondence had been sent, including the 9am email to ATTN: [redacted] as instructed by customer service when we called. The runaround simply means that Direct Gardening was trying to force receipt of the shipment. In this day of technology, the bank and [redacted] agree there was more than adequate time to stop the shipment or recall it per vendor shipping agreements with both FedEx and [redacted], since they used Smart Post. [redacted] never replied. Why? Nor did [redacted] on [redacted]'s  Gardening website. It is sad that a once great company has reduced to questionable ethics and poor accountability. We still expect a full refund of $110.10, because we never handled the package, and it should have been received by Direct Gardening. How and why would we put a note on something never handled, especially after so much communication? Thank you, Revdex.com and also [redacted] for providijg a full name for our records. We have itemized phone billing to prove October 2nd call before email, a [redacted] case number and one with bank fraud to proceed if the refund is not sent in full upon Direct Gardening receiving the package back. We do not want to involve these entities nor other authorities further in what could have been a simple matter to resolve.

Initial Business Response /* (1000, 11, 2016/07/12) */
Dear Mrs. [redacted]:
We are in receipt of recent correspondence regarding the order you placed with us in April. 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 recently received a request from you regarding the Snow Fountain Weeping Cherry. Since there were no plants returned, a merchandise credit certificate was issued on 6/20/16 for value ($44.99).
Very Truly Yours,
Direct Gardening
[redacted]
Customer Service
Initial Consumer Rebuttal /* (3000, 13, 2016/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received the letter you attached to this complaint or your credit.
AGAIN, let me reiterate, I do understand your policy and I followed the instructions according to your representatives. AGAIN, why would I originally send labels and not the tree and then send it a few weeks later.
If you were to ready my correspondence and customer service would document all calls then maybe you can understand the issue and not just keep stating "your return policy".
I CERTAINLY DID NOT JUST IGNORE YOUR POLICY .
AGAIN I DID not RECEIVE a dormant tree BUT A DEAD tree.
YOU STATE IN THE LETTER YOU ATTACHED to this complaint "THAT THERE WERE NO PLANTS RETURNED", SERIOUSLY (i am attaching proof of mailings from USPS.
I had to pay postage cost to mail the label, cost to mail my correspondence to your business and then pay for postage to ship the dead tree along with the time and effort dealing with Direct Gardening. I am requesting my full refund including my original shipping cost totaling $54.98.
Final Business Response /* (4000, 22, 2016/08/09) */
Dear Mrs. [redacted]:
We are issuing a credit to your charge card in the amount of $44.99 for the value of the item. this does not include the non-refundable shipping and processing charge.
Very Truly Yours,
Direct Gardening
[redacted]
Customer Service
Final Consumer Response /* (4200, 24, 2016/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand why this is so difficult your company sent me a dead tree. I was not like I was dissatisfied due to my own taste. Again it was not dormant it was dead. Again, I followed the instructions of your staff. Not my fault they are not fully aware of procedures or they do not care since calls are not taped for quality assurance. I want refunded the original shipping cost of 9.99 refunded back as well. I cost me additional fees to mail the tree back. Your policy states if the customer is unhappy with product, I don't think receiving s dead tree falls into that category. I am not asking again or dragging this out any further. I want a complete refund . It is not fair and your company needs to take responsibility for your misinformed employees.

Dear Mrs. [redacted]:We have received your inquiry regarding an 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, we have checked with our shipping room and find that your order has been shipped. 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,Direct Gardening[redacted]Customer Service

March 29. 2018   [redacted]
[redacted]
[redacted]   Dear Mr. [redacted]:   We have received your inquiry regarding on order you placed with us. You state that you hove n0t yet received your order.   We regret that you have been inconvenienced in any...

way. However, we have checked with our shipping room and find that your order has been shipped. 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. Direct Gardening  
[redacted] Customer Service   CT:KC