House of Wesley

Initial Business Response / [redacted] (1000, 5, 2016/07/12) */ Dear Mr. ***: We are in receipt of recent correspondence regarding your order for $386.09 (7/6/15) and $67.95 (7/8/15). These orders shipped in a total of 3 packages on 7/6/14/15, with the exception of 4-Hazelnut which were refunded on... 9/9/15 ($9.92). On 5/9/16 a replacement order, with the value pf $192.63, was processed and shipped on 6/15/16 (tracking # XXXXXXXXXXXXXXXXXXXXXX). Very Truly Yours, Direct Gardening [redacted] Customer Service

Initial Business Response / [redacted] (1000, 5, 2016/05/25) */ Dear Ms [redacted] 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." The letter did not say to return the plants for a replacementPlants only need to be returned for a refundTherefore, 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

Dear Mr***: We are in receipt of recent correspondence regarding the order you placed with us 3/7/for $35.95, which shipped 4/13/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."Many of the items we carry are shipped in a dormant and bare root conditionThis 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 successfulThis also means, however, that they could appear to be dead/dried out upon receiptDormant items can take up to weeks to begin leafing out and showing signs of life.A replacement order was processed 3/7/for Moorpark Apricot and English Walnut, and shipped 5/10/Our guarantee obligates us to only replace one timehowever, in the interest of customer satisfaction, a second replacement was processed for the same items on 7/11/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 orderIn addition, we have already replaced twiceNonetheless, 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

Dear Mrs [redacted] :As stated in our catalogs and on our website, our cancellation is: "We can only guarantee cancellation of an order if it is requested the same day the order is placedAll other cancellation requests must come to us in writingOnce we have begun shipping for the season, it is difficult to cancel an order."Once we have received an order for merchandise, we immediately make arrangements for preparation and shipmentEach order is individually evaluated and nursery stock reserved so that the order will be shipped and arrive at the proper planting time for you geographical area.After the processing of an order has begun and we have relied to our detriment upon the order, it becomes a binding agreement between usIt is next to impossible to reverse the procedure once it has begun.Based upon the above it is almost impossible to cancel an orderGood business practices require an order processing procedure that insures that the nursery stock will be promptly delivered to the customer in good healthy condition and ready for planting.However, if you no longer desire the merchandise, you may return it per the terms of our warranty, along with the original shipping label, for a refund.Very Truly Yours,Direct Gardening [redacted] Customer Service

Dear Mrs [redacted] :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

Initial Business Response / [redacted] (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/for Patio Tree Rose eachPlease 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 back the original shipping label for the 6/order and of the rosesAs a result, a credit to your charge card of $was issued 7/13/for the value of the rose less the return postageIn July, e also received the 2nd rose, but the original shipping label was not includedWe, therefore, sent a letter dated 7/25/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 returnedtherefore, 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 / [redacted] (2000, 7, 2016/08/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) This was a very difficult company to deal withThey are not interested in providing good customer satisfaction at allI had contacted them numerous times and had the " I don't care " attitude each timeOnly when Revdex.com got involved did they even try to work with the consumerThank you Revdex.com

I am rejecting this response because: I have already returned the shipping label twice to this company and, each time, received a return (with the shipping label) excuse why they wouldn't send my replacement plantsI am not wasting anymore postage sending them back their shipping label (and, considering the level I've service I've received, certainly won't spend another $on shipping to 'expedite')I will never deal with this company again and will advise anyone asking to avoid them like the plagueWilliam [redacted]

May 4, [redacted] *Wesf Bloomfield, MI 48322-2119Dear MrOshmonksi:We have received your inquiry regarding an order you placed with us.You state that you have not yet received your order.Please keep in mind that orders are shipped according to weather,product availability and nature of the productDue to weather webegan shipping to your area of the end of April.We have checked with our shipping room and find that your order wasshipped on 4/25/(tracking # [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

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 meThank you for issuing the order cancellation/refund [redacted]