House of Wesley

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

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 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.Very Truly Yours,Direct Gardening [redacted] Customer Service

Dear Mr [redacted] We have received additional correspondence regarding your order from 4/10/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

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 meI appreciate the assistance of the Revdex.com with this issueThis 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 complaintWithin hours of filing the complaint, I received a shipping tracking numberSo please don't be fooled by their misleading claims that the itemwas already shippedIf it wasn't for my complaint filed with the Revdex.com, I'm positive I still would not have my purchaseI'm glad the company came through, but they have lost my business forever Thank you! [redacted]

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

I am rejecting this response because: Our complaint is that after 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-percent non survivalNot one phone call or email or letter from you in 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

March [redacted] Dear Mr [redacted] : We have received your inquiry regarding on order you placed with usYou state that you hove n0t 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 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 Very Truly YoursDirect Gardening [redacted] Customer Service CT:KC

Dear Mr***:We are in receipt of recent correspondence regarding the order you originally placed with us in April of this yearWe 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 $(value of the replacement order) on 7/14/17.Very Truly Yours,House of Wesley [redacted] Customer Service

Initial Business Response / [redacted] (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 clearWe also do believe our catalog descriptions are accurateShipping trees bareroot is standard industry practiceBareroot 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 growingYou state that some of your items were not the advertised height or have diedPlease return the original shipping label as per our guarantee and a list of items which are deadAlso, let us know the size of the item(s) you received that you believe were incorrectWe would also like to point that merchandise credits may also be issued in place of a replacement, if a customer desiresMerchandise 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]

November 28, Grace [redacted] *** Dear Ms [redacted] :We have received your response to our 11/6/letterOur response to your questions regarding cancellation were addressed in our 10/17/letter to youYour order dated 9/25/was charged as it went through processing and shipped on 10/4/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 for the lavender seed, value $However, the postage due on the package of $is greater than the value of the itemTherefore, no refund is due.Very Truly Yours,Direct Gardening [redacted] Customer ServiceCT:KC

[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***, which we feel is self-explanatoryThank 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***:We have received your recent correspondenceWe 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

[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

Dear Mr [redacted] :We are in receipt of recent correspondence regarding the orders you placed with us 3/23/($for Tongariro Orchid), which shipped 4/14/17, and 3/27/($for Lemon Fluff, Cardoon and Yellow Christmas Cactus), which was processed to ship in two packagesPlease note, we received an email request on 3/29/requesting that the first order be shipped after 4/5/The first package, from the second order, shipped 4/16/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 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.We are sorry for any issues the delay in shipping the Christmas Cactus has causedThank you for your business and we look forward to assisting you again in the future.Very Truly Yours,House of Wesley [redacted] Customer Service

May 21, [redacted] ***Baldwin Park, CA 91706-3206Dear Mrs [redacted] We have received recent correspondence regarding your order from3/5/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

Initial Business Response / [redacted] (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/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 year of receipt...Replacement 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." Please note your email to us on 7/28/in regards to this issue and our response on 8/1/(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 / [redacted] (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 / [redacted] (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/Nowhere do we advertise that will be received within 2-weeks of being placedIn fact our website states: "Please allow 1-weeks for your order to be processedWe will then ship based on weather and availability of the plants." We also do not believe we misrepresent our products on our websiteyour order was shipped through FedEX Smart Post, which works in conjunction with the U.SPostal Service for final delivery of the packagePlease 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 year of receipt...Replacement 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." We received a replacement request, which processed on 6/6/and shipped 6/13/you stated that some of your replacement 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 your 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 We ask that items be planted immediately and given 6-weeks to begin showing signs of lifeIf after 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 guaranteePlease include a full explanation of the problem by item and quantity Very Truly Yours, Direct Gardening [redacted] Customer Service Initial Consumer Rebuttal / [redacted] (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 days yet last paragraph she states they want you to wait weeks to give the plant time to come out of shockEven common core math any one can tell days comes sooner than the weeks they want you to wait2nd she states they want you to plant immediately, once again she contradicts herself as the instructions state plain as day to soak over nightCan't do both3rd 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 them4th 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 to in sprout that by the time you get it in this heat in the enclosed green bag it is deadTrees are in a to 3" pot with a single twig sticking up with no signs of greenery at all on itThe twig is roughly 3" tall and no bigger round than a Bic ink pen cartridgePlants 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 bagOnce you get the bag out and inside the house you open both bags and now the rose has white mold around the rootI Called in waiting to know what was the delay in getting my shipment cause it was I thought week deliveryWas told it was week delivery once order was processedOk 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 arriveWhen 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 gotshe apologized and stated they grow fast give them a tryi told her that of the Azaleas looked as if they were already dead due to the way they were shippedWas told they might just be in shock try them and wait a while and if not just call back or contact them for replacementsNothing was said about if I wait days I could not get a refund just wait longerfinally 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 replacedOnce again nothing was mentioned I could not get my money back or too much time had elapsedWhen this packaged arrived it was degrees that day and the postal service but the green bag of plants in a mail box directly out in the sun for over hrs before I got home from workIt appeared the plants were at 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 rooti tried to wipe some off and decided this is not how a customer should have to deal with plants they pay good money forthey have multiple names for different nurseries and each and every one of them advertise items as PLANTS, BUSHES & TREES instead of what they areFor 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 days has passed and then say we can send you more or give you creditWell you have in total sent me trees ( dead ), azaleas ( dead ) burning bush hedges ( dead) rose bushes (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 packageHow about you putting yourself in a green bag with no air holes and then sit in a metal container for to hrs in 90+ degree weather and see how long you will surviveI 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 and misrepresented items you sell Final Business Response / [redacted] (4000, 14, 2016/08/03) */ Dear Mr [redacted] : We are in receipt pf the most recent correspondence regarding you orderAs 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 year of receipt...Replacement 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." 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 guaranteeUnder our guarantee, we are only obligated to replace one timeSince 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 lifeIf 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

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 orderWhich was after I cancelled the order and weeks from them taking my money.I really just want to be RID of this company and their scams and schemesJust 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]

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ 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 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 Very truly yours, DIRECT GARDENING

Initial Business Response / [redacted] (1000, 10, 2016/09/15) */ Dear Dr***: We are in receipt of recent correspondence regarding the order you placed with us In MarchPlease 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 year of receipt...Replacement 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." We received your original shipping label and sent you a replacement (value $6.49) on 6/6/We are only obligated to replace onceHowever, you had also complained about replacement and therefore a merchandise credit certificate was issued for the $ 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

I am rejecting this response because: It does not address/remedy my writing time or hassle time (hrs) @ $50/hr = $500; plus It does not pay me back the $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]