House of Wesley

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 labelI 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

Dear Mr [redacted] We are in receipt of recent correspondence regarding the order you placed with us on 5/16/for $for trees, including Purple Smoke Trees for $This order was shipped on 5/20/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 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.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/Very Truly Yours,Direct Gardening [redacted] Customer Service

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 refundSince your company has a huge quantity of complaints logged, I will now take this up with my credit card company

Dear Ms [redacted] :We are in receipt of recent correspondence regarding the order you placed with us 5/8/for $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."You stated that some of your plants appear "dead" or have nit yet started to bud and leaf outMuch of our nursery stock is shipped in a dormant, bare root condition or in start 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.IF YOU HAVE NOT ALREADY DONE SO, PLEASE PLANT ALL PLANTS IMMEDIATELY FOLLOWING THE INSTRUCTION IN OUR PLANTING BOOKLETWATER REGULARLYGIVE THE A CHANCEIn nearly every instance the plant will grow and thrive.If after 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 guaranteeUpon receipt a replacement order will be scheduled for youPlease include a full explanation of the problem by item and quantityThe 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 days in accordance with our guarantee), postage prepaid along with the ORIGINAL SHIPPING LABELPlease include a full explanation of the problem by item and quantityThe refund guarantee is void unless the plants and original shipping label (not a photocopy) are returnedThe refund guarantee applies only to items on an original order and not a replacement or voucher order.Thank you again for you communicationGive 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

Dear Mrs [redacted] :We have received your letter to the Revdex.com regarding your 3/13/order for $172.20.We apologize for the problem with your orderYou have stated that your order does not correctly reflect the items you had purchased on our websiteThe 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 yearsIt 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 of the items on your orderRest assured, this is certainly not our common business practiceIn 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 futureWe 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 $is being issued to your credit card.Very Truly Yours,Direct Gardening [redacted] Customer Service

Initial Business Response / [redacted] (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

Dear Mr [redacted] :We have received your inquiry regarding an order you placed with us4/12/for $You 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 was shipped on 4/22/(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

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ Thank you for your recent inquiry concerning an order you sent to usYou state you have never received the shipment We are very sorry that you have been inconvenienced in any wayWe have checked our files and find that we received your order on 4/20/We have also checked with our shipping room ond find that your order was shipped 5/28/ 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 serviceSince 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 / [redacted] (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 recentlyThe 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 initiatedThe company clearly only responded to the inquiry from the Revdex.comMore 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 monthsAdditionally, I had no notification of action on the behalf of the company, so I was blind-sided by a refund prior to receiving the letterHad I known they intended to process a refund, I would have denied itI 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 settingI 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 companyThey call themselves "House of Wesley Inc." but I doubt they have followed the articles of incorporationThe 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 soonThey failed to provide any level of customer service at all until I contacted the Revdex.com and filed a complaintHad 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." yourselfThe company must be shutdown in order to protect innocent consumers

Initial Business Response / [redacted] (1000, 11, 2016/07/12) */ Dear Mrs***: We are in receipt of recent correspondence regarding the order you placed with us in AprilPlease 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 recently received a request from you regarding the Snow Fountain Weeping CherrySince there were no plants returned, a merchandise credit certificate was issued on 6/20/for value ($44.99) Very Truly Yours, Direct Gardening [redacted] Customer Service Initial Consumer Rebuttal / [redacted] (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 representativesAGAIN, 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 GardeningI am requesting my full refund including my original shipping cost totaling $ Final Business Response / [redacted] (4000, 22, 2016/08/09) */ Dear Mrs***: We are issuing a credit to your charge card in the amount of $for the value of the itemthis does not include the non-refundable shipping and processing charge Very Truly Yours, Direct Gardening [redacted] Customer Service Final Consumer Response / [redacted] (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 treeI was not like I was dissatisfied due to my own tasteAgain it was not dormant it was deadAgain, I followed the instructions of your staffNot my fault they are not fully aware of procedures or they do not care since calls are not taped for quality assuranceI want refunded the original shipping cost of refunded back as wellI cost me additional fees to mail the tree backYour policy states if the customer is unhappy with product, I don't think receiving s dead tree falls into that categoryI am not asking again or dragging this out any furtherI want a complete refund It is not fair and your company needs to take responsibility for your misinformed employees

Dear Ms [redacted] :We have received recent correspondence regarding your order from 9/25/17.Your order was shipped to you in packagesWe have no received back packages of and are issuing a credit to your charge card $ for the value of the plants less the return postage on the package you refused.Very Truly Yours,Royal Dutch Gardens [redacted] Customer Service

May [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 wayHowever, wehave checked with our shipping room and find that your order has beenshippedIt should reach you in the very near future, if it has not alreadydone soThe 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

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 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 yearCheck 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 againUPS works great in the USA !Both Plants are dead Please, do not forget to ship the plants the'' right way '' Eugene [redacted] Bridgeport CT

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 tear 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, within days of receipt.Therefore, please return the original shipping label and a list of what items are deadThe shipping label is the colored paper from the front of your package that includes the items in the package and your name and addressIt also says "IMPORTANT! SAVE THIS LABELYOU MUST have this shipping label for your GUARANTEE to be valid," on the left sideWe 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 orderHowever, 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.echarge card statement or both sides of your cancelled check) and a list of the unsatisfactory stockPlease 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 (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 authoritiesWe appreciate the $refund, and we will still insist on the other $without delay, because no merchandise was received or acceptedThe [redacted] complaint was made as soon as the items were shipped in case there was an effort to withhold any or all of the $in questionHouse of Wesley can explain that to all relevant entities, including Revdex.comIs the other $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

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

I am rejecting this response because: On Saturday May I received an email from Direct Gardening that they were just shipping out my ordered via USPSPlease note this comes FOUR days after I contacted you to file this complaint and days after I contacted my credit card company of this problemMy 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, I just checked the USPS tracking number that was in Saturday’s (5/12/2018) email and it states USPS still awaiting packageI want my order canceled and monies refundedThat is the resolution needed th solve this.Thank you Revdex.com for your help!! I do appreciate it? [redacted]

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 Mrs***: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 wayHowever, wehave checked with our shipping room and find that your order has beenshippedIt should reach you in the very near future, if it has not alreadydone soThe 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

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ 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, House of Wesley

May 22, [redacted] East Longmeadow, MA 01028-2010Dear Ms [redacted] :We have received recent correspondence regarding your orderYour order wasshipped on 5/1/via FedEx Smartpost and will be delivered by the United StatesPostal Service.As stated in our catalogs and on our websiteour 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 writingOnce 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 shipmentsEach 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 usIt is next lo impossible toreverse the procedure once it has begun.Based upon the above it is almost impossible to cancel an orderGood 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 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