Plantron, Inc.

Initial Business Response /* (1000, 11, 2016/07/27) */
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."
this guarantee is printed in our catalog, as well as all other print advertisement. It is also in numerous places on our website including the check-out and final receipt pages. The shipping label itself states that the label must be saved and that the guarantee is void without the label.
We shipped the order in two packages on 5/11/16 and 5/13/16. We have just received your response to our 7/7/16 letter where you state that you do not have the original shipping label, as required by our guarantee. In addition, you have returned only a few of the plants.
Even though we are under no obligation we are issuing a credit to your charge card for the value of the merchandise complained about ($118.26).
Very Truly Yours,
Four Seasons Nursery
[redacted]
Customer Service
Initial Consumer Rebuttal /* (2000, 13, 2016/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company reimbursed me all but $10.oo which I'm ok with, however, their stance that they didn't have to reimburse anything, even though I was in compliance with their requests for reimbursement 3 TIMES due to not having the shipping labels, irks me. They consistently told me that supplying a copy of the transaction from my bank account would suffice. And of course they would have had to reimburse me because some of the items I paid for, I did not receive, and all but 3 of their plants were dead! I have learned my lesson, however and will never buy from a catalog nursery again! I would like them to take me off their mailing list as final closure to this case because coincidentally, they also sent me their catalog at the same time I received their letter. From now on, I will buy from our local nurseries.
Thanks for your assistance in this matter!

Initial Business Response /* (1000, 5, 2016/05/19) */
Dear Mrs. [redacted]:
We are in receipt of your recent inquiry regarding the order you placed with us 4/11/16 for $53.94.
Our records show that your sent us two emails on 5/4/16. You state you received a response to your first email, but we...

have refused to respond to your second email. Please note that on the "Contact Us" page of our website, we state to allow 1-2 business days to receive a response. We responded to the first message at 9:41 am on 5/4/16. We responded to your second email on 5/5/16. You wrote to the Revdex.com on 5/4/16 - the same day you sent the email and thus simply did not allow enough time for us to respond.
You state that your order was shorted some of the items you ordered. Please note that the Dwarf Flowering Cherry is packaged in groups of 2; the Old Fashioned Lilac is packaged in groups of 2; and the English Lavender is packaged in groups of 3. Therefore, we would ask that you open the individual packages (bundles) to verify whether or not you have been shorted. On the Lilac, for example, it would be almost impossible for us to send only one as you stated.
If there were in fact items missing from your package, simply return the original shipping label along with a note detailing the problem by item and quantity. We will then retain the label in our files for the length of your 1-year replacement guarantee. Please send your information to my attention for quicker processing.
Very Truly Yours,
Four Seasons Nursery
Division of Plantron, Inc.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be writing my letter today to the company with what I am missing. This will satisfy the items I am missing. It was not addressed why the comapny has a phone number listed, but is a non-working number. I tried to call and the line always rings busy.
Final Consumer Response /* (2000, 8, 2016/05/20) */

Initial Business Response /* (1000, 5, 2016/08/15) */
Dear Mrs. [redacted]:
We are in receipt of recent correspondence regarding the order you placed with us 4/4/16 for $56.01, which shipped 4/26/16. 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."
Once our guarantee is fulfilled we have no obligation on the replaced items as we are only obligated to replace once.
You wrote that you were not happy with the items we replaced and in the interest of customer satisfaction a merchandise credit certificate for their value was issued ($35.53) even though we were under no obligation and as non-precedent setting exception, you may return the original credit certificate to my attention for a refund.
Very Truly Yours,
Direct Gardening
[redacted]
Customer Service

I am rejecting this response because: I still have not received the refund or confirmation that the refund is on its way.  I mailed everything out about 2 weeks ago.Regards,[redacted]

[Page 1/2] RE: [redacted]#12182262  Dear Sir or Madam: Thank you for your inquiry concerning a complaint from one of our customers, [redacted] of Mindoro, WI. We are enclosing a copy of our letter to Mr. [redacted] which we feel is self-explanatory.  Thank you again for your inquiry and we hope our method of handling this matter is satisfactory.  Very Truly Yours, Four Seasons Nursery [redacted] Customer Service LA:RR Encl[Page 2/2]Dear Mr. [redacted]Kindly be advised that we have received your inquiry in which you state you are unable to comply with the terms of the guarantee which require the shipping label be returned.We are sorry you are unable to return the shipping label.  The guarantee which is clearly stated in all of the advertisements, the acknowledgment of each order, as well as the literature contained within the package, all clearly state that in order to receive an adjustment the shipping label from the package muse be returned.  In addition, "IMPORTANT! SAVE THIS LABEL. You MUST have this shipping label for your GUARANTEE to be valid" is printed on the label itself.Based upon the above, we do not believe we have any further obligation to you.  However, since we do attempt to satisfy all of our customers we are willing to replace the unsatisfactory merchandise if you will send us a photocopy of your charge card statement or both sides of your cancelled check and a list of how many of which item is dead.Kindly indicate your acceptance by returning this letter.  It will also assist us in expediting this matter.  Upon shipment of the replacement order, we will consider this matter closed. Very Truly Yours,Four Seasons Nursery[redacted]Customer ServiceLA:RR

Initial Business Response /* (1000, 5, 2016/08/02) */
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 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."
Therefore, please return the original shipping label and a list of what items are dead. the shipping label is the colored paper from the front of your package that includes the items in the package and your name and address. It also says "IMPORTANT! SAVE THIS LABEL. You MUST have this shipping label for your GUARANTEE to be valid," on the left side. We 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 order. However, 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 photo copy of your proof of purchase (i.e. charge card statement or both sides of your cancelled check) and a list of the unsatisfactory stock. Please be sure 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,
Four Seasons Nursery
[redacted]
Customer Service

I am rejecting this response because:
Hi again- I have explained this at least half a dozen times, and my frustration is mounting, to be honest.  There is no way to "trace" the package that was mailed almost 8 weeks ago.  I was told by the company that I would be refunded anyway as long as I went through the Revdex.com, which I have done.   All I want is my refund of about $150.  I most certainly have spent more time than it's worth at this point, but it's a sunk cost at this point. Regards,[redacted]

Initial Business Response /* (1000, 10, 2016/05/19) */
Dear Ms. [redacted]
Per your request, we cancelled your order and are issuing a credit to your charge card in the amount of $165.08.
Thank you for your interest in our merchandise.
Very Truly Yours,
Four Seasons Nursery
Division of...

Plantron
[redacted]
Customer Service

Initial Business Response /* (1000, 5, 2016/05/17) */
Dear Mrs. [redacted]:
We have received your inquiry regarding an order you placed with us. You state that you have not yet received package 1 of 2.
We regret that you have been inconvenienced in any way. However, we have checked with our...

shipping room and find that the package was shipped and tracking shows it was delivered on 5/4/16 at 12:25pm (tracking number : XXXXXXXXXXXXXXXXXXXX).
Thank you again for your interest in our merchandise and we shall look forward to serving you again soon.
Very Truly Yours,
Farmer Seed and Nursery
Division of Plantron
[redacted]
Customer Service

Final Consumer Response /* (2000, 6, 2016/04/19) */
The company finally refunded my money.

[Page 1/2]RE: [redacted] Dear Sir or Madam:Thank you for your inquiry concerning a complaint from one of our customers, [redacted] of Chambersburg, PA. We are enclosing a copy of our letter to Dr. [redacted], which we feel is self-explanatory. Thank you again for...

your inquiry and we hope our method of handling this matter is satisfactory.  Very Truly Yours,House of Wesleysigned: [redacted]Customer Service[Page 2/2]Dear Dr. [redacted]:We are in receipt of recent correspondence regarding the order you placed with us 4/17/17.  Please note, our guarantee, which has not changed since you placed your last order in 2011, is as follows:  If any item you purchase 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. Our guarantee is clearly listed in our catalog, on our website, and in the planting handbook included with all shipments.  In addition, "Important Save this Label" is printed on the shipping label itself. As you can see, we do have a refund guarantee policy.  Therefore, per our guarantee, please return the product and original shipping label for a refund.  Very Truly Yours,House of Wesleysigned: [redacted]Customer Service

Initial Business Response /* (1000, 5, 2016/05/02) */
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 with our shipping...

room and find that your order has been shipped (tracking # XXXXXXXXXXXXXXX). 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,
Farmer Seed and Nursery
Division of Plantron, Inc.
[redacted]
Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/05/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our order miraculously shipped to us after 2 separate, completely rude individuals couldn't give me any information on our order.
the majority of my complaint is the customer service I received and how I was both treated and spoken to. That has not been addressed whatsoever.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11942478. I will send back $ 119.94 Merchandise Credit Certificate since there is no other way. I hope they will not play games anymore, to many mistakes! Hope they will send me the Apple trees and apricot trees with out asking for additional payment. I want my merchandise( RIGHT AND LIFE IDEM) and I want them to remove my name , address and phone number from their data base. They hang up on me last time I call and I told them I will BE contacting  Revdex.com. I will never order from this company or their affiliate Co.Thank you very much for your support.  Sincerely,Dorin [redacted]

Initial Business Response /* (1000, 5, 2015/06/02) */
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 was shipped.
Thank you for your interest in our merchandise and we shall look forward to Serving you again Soon.
Very truly yours,
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Would be nice to see if plants even grow before I have to close this case? Came in bag all shriveled up and brown with someone's handwritten note on label..."SHIP NOW". I immediately put them in the ground, but I seriously doubt if they're going to grow .
Plus, why is their phone just constantly ringing busy?
Final Business Response /* (4000, 10, 2015/06/22) */
Thank you for your inquiry regarding the plants you received from us. You stated that some of your 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.
If you have not already done so, please plant all plants immediately following the instructions in our planting booklet. Water regularly. Give them a chance. In nearly every instance the plants will grow and thrive.
It can take 6-weeks in warm weather for plants to come out of dormancy and show signs of life. If, after six weeks of planting, your plants do not leaf out or if you are certain they are not alive, return the original shipping label from the package as required by the guarantee. Upon receipt, replacement order or credit certificate will be scheduled for you. Please include a full explanation of the problem by item and quantity.
If you prefer a refund instead of a replacement, return the plants, postage prepaid along with the ORIGINAL SHIPPING LABEL within fourteen days, in accordance with our guarantee. Please include a full explanation of the problem by item and quantity. The refund guarantee applies only to original nursery stock and not replacement items.
Thank you again for your communication. Give your plants a chance and in all likelihood they will be strong and beautiful in your yard or garden.
Very truly yours,
FOUR SEASONS NURSERY
Final Consumer Response /* (2000, 12, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To Whom It way Concern:
Just close case. Obvious company isn't going to take responsibility for any 'incredibly delayed shipment ' or 'terrible quality plants' by correspondence I received.
Will just suck it up as a lesson learned and never buy from them again.
Thanks.

Dear Ms. [redacted]:We are in receipt of additional correspondence regarding you order. We have offered to replace the merchandise, even though you did not comply with our printed warranty and we therefore had no obligation to do so. Please return the proof of purchase (example: copy of credit card statement showing the charge or cancelled check) or the dead plants as previously requested.We are also willing to issue a merchandise credit certificate, which can be used for hard goods as well as live merchandise if the above mentioned information or product is returned.Very Truly Yours,Farmer Seed & Nursery[redacted]Customer Service

I am rejecting this response because:out of 16 trees ordered only 2 of them are growing.  I do not wish to receive more plants from a place that has a 33% survivial rate.  I am seeking full refund for my orders since the product is obviously inferior.  I supplied the order numbers in my original complaint and asking for my credit card receipt is absurd.  You can easily verify my information through the order numbers I have already supplied.

Initial Business Response /* (1000, 5, 2016/04/11) */
Dear Mr. [redacted]:
Thank you for your letter concerning some nursery merchandise you have received from us.
We are sorry to hear that a mistake has been made in filling your order. In order to expedite correcting this error, please return...

your original shipping label along with this letter.
Thank you again for your letter and as soon as we receive the shipping label, we will correct any error.
Very Truly Yours,
Four Seasons Nursery
Division of Plantron, Inc.
[redacted]
Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The shipping label was thrown away in the trash. Don't you have a copy of what you shipped me? Why are you making me jump through hoops when you are the one that made the mistake. Very poor customer service.
Final Business Response /* (4000, 12, 2016/04/25) */
Dear Mr. [redacted]:
Kindly be advised that we have received your inquiry in which you state you are unable to comply with the terms of the guarantee which require the shipping label be returned.
We are sorry you are unable to return the shipping label from the replacement order. the guarantee which is clearly stated in all of the advertisements, the acknowledgement of each order, as well as the literature contained withing the package, all clearly state that in order to receive an adjustment the shipping label from the package must be returned. In addition, "IMPORTANT! SAVE THIS LABEL. You MUST have this shipping label for your GUARANTEE to be valid" is printed on the label itself.
Since we do attempt to satisfy all of our customers we are willing to replace the unsatisfactory merchandise if you will send us a photocopy of your charge card statement or both sides of your cancelled check and a list of the unsatisfactory stock.
Kindly indicate your acceptance by returning this letter. It will assist us in expediting this matter. Upon shipment of the replacement order, we will consider this matter closed.
Very Truly Yours,
Four Seasons Nursery
Division of Plantron, Inc.
[redacted]
Customer Service
Final Consumer Response /* (2000, 14, 2016/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for working with me

Dear Mrs. [redacted]:We have received additional correspondence regarding your order from 8/30/17.Our website also states that plants are shipped depending on availability. We needed to wait for items to go into dormancy before they could be dug and shipped.As stated in our catalogs and on our website, our cancellation policy is: "We can only guarantee cancellation of an 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 begun shipping for the season, it is difficult to cancel an order."After the processing of an order has begun and we have relied to our detriment upon the order, it becomes a binding agreement between us. It is next to impossible to reverse the procedure once it has begun.Based upon the above it is almost impossible to cancel an order. however, if yo no longer desire the merchandise, you may return it per the terms of our warranty, along with the original shipping label to my attention for a refund.Very Truly Yours,Four Seasons Nursery[redacted]Customer Service

Initial Business Response /* (1000, 5, 2015/06/22) */
Thank you for your inquiry regarding the plants you received from us. You stated that some of your 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.
If you have not aleady done so, please plant all plants immediately following the instructions in our planting booklet. Water regularly. Give them a chance. In nearly every instance the plants will grow and thrive.
It can take 6-weeks in warm weather for plants to come out of dormancy and show signs of life. If, after six weeks of planting, your plants do not leaf out or if you are certain they are not alive, return the original shipping label from the package as required by the guarantee. Upon receipt, replacement order or credit certificate will be scheduled for you. Please include a full explanation of the problem by item and quantity.
If you prefer a refund instead of a replacement, return the plants, postage prepaid along with the ORIGINAL SHIPPING LABEL within fourteen days, in accordance with our guarantee. Please include a full explanation of the problem by item and quantity. The refund guarantee applies only to original nursery stock and not replacement items.
Thank you again for your communication. Give your plants a chance and in all likelihood they will be strong and beautiful in your yard or garden.
Very truly yours,
FARMER SEED & NURSERY Division of Plantron, Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I live in a place where the growing season is short. To wait 6 wks to see if plant lives is absurd. They want me to send back dead plants and original shipping label.I threw them out when I got the dead plants. I called them the same day. Their response: "Put your complaint in writing. Have a nice day." then they hung up on me. (these were vegetable plants). Since my original complaint 3 of the 6 Poplar trees I ordered have also died. I had not included this in the original complaint. The internet has MANY complaints about this company. Are they really going to get away with ripping people off? Plantron sends out catalogues under different company names. This is wrong. Many of these have complaints posted against them
Final Business Response /* (4000, 9, 2015/07/12) */
Dear Ms. [redacted]:
We are in receipt of your recent inquiry regarding an order you placed with us this year. 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... For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL with correct postage affixed, within 14 days of receipt"
Therefore, as soon as you return the original shipping label and/or the plants, along with a list of how many of which items are dead, we will be happy to make an appropriate adjustment.
Very truly yours,
Farmer Seed & Nursery
[redacted]

Dear Dr. [redacted]As of today, I have not received the correspondence (original shipping label and plants) you said was sent the week of 6/14/17. You may wish to trace the package.Please send all correspondence to my attention.Very Truly Yours,House of WesleyCarol TarboxCustomer Service