House of Wesley, Inc.

Initial Business Response /* (1000, 10, 2016/09/15) */
Dear Dr. [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."
We received your original shipping label and sent you a replacement (value $6.49) on 6/6/16. We are only obligated to replace once. However, you had also complained about replacement and therefore a merchandise credit certificate was issued for the $6.49.
Although we are under no obligation, in the interest of customer satisfaction you may return the credit certificate to my attention for a refund.
Very Truly Yours,
Direct Gardening
[redacted]
Customer Service

Dear Mr. [redacted]:We're sorry to hear that you have had a problem with the nursery stock you ordered fro us. Though we do our best, problems can sometimes occur with live plants.Therefore, we are enclosing a Replacement Certificate for the full value of the item(s). Please note: the Replacement...

Certificate does not include the shipping charges, as replacement orders are automatically shipped prepaid.You may use this Replacement Certificate in one of two ways: you may order the same item(s) during the next regular season, or you may apply the full amount toward the purchase of any other merchandise in our catalog. To redeem, simply mail the original Replacement Certificate to us with your order.Sincerely,Direct GardeningCustomer Service

Initial Business Response /* (1000, 6, 2015/07/12) */
Dear Ms. [redacted]:
We are in receipt of your recent inquiry regarding the order you placed with use in March of this year.
We believe our refund guarantee is very clear. We also do believe our catalog descriptions are accurate. Shipping trees...

bareroot is standard industry practice. Bareroot trees and plants transplant with a high level of success because they are dormant and can therefore handle shipping much better than product that is actively growing. You state that some of your items were not the advertised height or have died. Please return the original shipping label as per our guarantee and a list of items which are dead. Also, let us know the size of the item(s) you received that you believe were incorrect. We would also like to point that merchandise credits may also be issued in place of a replacement, if a customer desires. Merchandise credits can then be used towards the purchase of any of any of our products, including seeds and hard goods.
Very truly yours,
DIRECT GARDENING
[redacted]

Dear Mrs. [redacted]We have received additional correspondence regarding your order form 8/14/17.While we have not yet received the package back, we have received notification for your chargeback. Therefore, since you have not paid for your order, no refund is due at this time.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. I appreciate the assistance of the Revdex.com with this issue. This company had failed to ship my purchase for over a month and immediately upon filing a complaint with the Revdex.com and informing the company that I had done so, they shipped the item.I find it a bit comical that they write that the item has already been shipped when it is very evident that the item was shipped because of my complaint. Within 24 hours of filing the complaint, I received a shipping tracking number. So please don't be fooled by their misleading claims that the itemwas already shipped. If it wasn't for my complaint filed with the Revdex.com, I'm positive I still would not have my purchase. I'm glad the company came through, but they have lost my business forever.  Thank you![redacted]

I am rejecting this response because: I returned the fraudulent items in good faith and I do not want any more of your terrible quality plants, just a refund. Since your company has a huge quantity of complaints logged, I will now take this up with my credit card company.

Dear Ms. [redacted]Per your request, we cancelled your order and are issuing a credit to your charge card in the amount of $48.96.Thank you for your interest in our merchandise.Very Truly Yours,[redacted]Customer Service

Dear Mr. [redacted]:We are in receipt of recent correspondence regarding the orders you placed with us 3/23/17 ($28.98 for Tongariro Orchid), which shipped 4/14/17, and 3/27/17 ($24.76 for Lemon Fluff, Cardoon and Yellow Christmas Cactus), which was processed to ship in two packages. Please note, we...

received an email request on 3/29/17 requesting that the first order be shipped after 4/5/17. The first package, from the second order, shipped 4/16/17 and the 2nd package with the Christmas Cactus, that just arrived, has just shipped this week.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, within 14 days of receipt.We are sorry for any issues the delay in shipping the Christmas Cactus has caused. Thank you for your business and we look forward to assisting you again in the future.Very Truly Yours,House of Wesley[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.This response really is NOT acceptable to me, because of the time frame from my order placed and when they finally shipped this order. Which was after I cancelled the order and 5 weeks from them taking my money.I really just want to be RID of this company and their scams and schemes. Just post this publicly in hopes that no other parties will fall victim of Direct Gardening, The House of Wesley, and every other name they operate under.I appreciate Revdex.com help with this matter and all you do to support us consumers!!!Thank You, [redacted]

May 22, 2018[redacted]East Longmeadow, MA 01028-2010Dear Ms. [redacted]:We have received recent correspondence regarding your order. Your order wasshipped on 5/1 1/18 via FedEx Smartpost and will be delivered by the United StatesPostal Service.As stated in our catalogs and on our website. our cancellation policy is: "We can onlyguarantee cancellation of on 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 begunshipping for the season, it is difficult to cancel on order.Once we have received on order for merchandise, we immediately makearrangements for preparation and shipments. Each order is individually evaluated andnursery stock reserved so that the order will be shipped and arrive at the properplanting time for your geographical area.After the processing of an order has begun and we have relied to our detriment uponthe order, it becomes a binding agreement between us. It is next lo impossible toreverse the procedure once it has begun.Based upon the above it is almost impossible to cancel an order. Good businesspractices require an order processing procedure that insures insures the nursery stock willbe promptly delivered lo the customer in good healthy condition and ready forplanting.Our refund policy states:For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINALSHIPPING LABEL! with correct postage af?xed, within 14 days of receipt.However, if you no longer desire the merchandise, you may return it per the terms of ourwarranty along with the original shipping label, for a refund.Very Truly Yours,Direct Gardening[redacted]Customer ServiceCT:KC