Initial Business Response / [redacted] (1000, 5, 2016/06/14) */ Dear Mr [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 Please also note the enclosed copy of emails received and the corresponding responses we sentWe responded to your 6/1/email on 6/2/and your 6/2/email on 6/3/ Thank you for your interest in our merchandise and we shall look forward to serving you again soon Very Truly Yours, Richard Owen Nursery Customer Service [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/04/25) */ Dear Mrs [redacted] : We are in receipt of a recent inquiry regarding the order you placed with us in JanuaryAfter reviewing our systems we found no emails from the email address provided ( [redacted] @hotmail.com) 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." Package of your order (Cider Gum Eucalyptis) shipped 3/25/with tracking number: XXXXXXXXXXXXXXXXXXXXXX Tracing this number shows that the package was delivered 3/30/ Very Truly Yours, Richard Owen Nursery Customer Service [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/05/10) */ Thank you for working this on my behalf and I apologize for not responding to you sooner because I was out of the State and did not have access to any of my email serversHowever I read the response from the nursery and it is unacceptable because: I did not communicate with them via [redacted] @hotmail.com but via ***@bellsouth.net I have never received the shipment of Eucalyptus Cider Gum which they said was shipped and received on 3/30/and besides when I spoke with a female named TIA on 4/7/she told me I should be receiving it by Friday (4/8) or no later than Monday 4/11) and up to the time I contacted you I had not received the itemI trust you [redacted] continue to monitor this for me Thanks, [redacted] Final Business Response / [redacted] (4000, 20, 2016/05/26) */ Dear Mrs [redacted] : Thank you for your recent letter concerning an order you sent to usYou state you have not 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 1/28/We have also checked with our shipping room and find that package of your order was shipped 3/25/ We generally allow 2-weeks for delivery on a packageA trace on your package shows it was in fact delivered on 3/30/ Since you state you have not received your package we are scheduling a duplicate shipment, which will be shipped at the proper planting timeWe would also like to point out that we have no record of receiving emails from the ***@bellsouth.net email address provided We hope the duplicate shipment and our sincere apologies [redacted] compensate for any inconvenience you have been caused Very Truly Yours, Richard Owen Nursery Customer Service [redacted] Final Consumer Response / [redacted] (4200, 22, 2016/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate what [redacted] is in the process of doing because this is the proper thing to do because I cannot think of any reason for me to report not receiving the remainder of my order when I actually received itBut again I say I did not receive it and sending me a double order is not comfortingI am requesting the balance of partial order 1ofwhich is Item# Eucalyptus, Cider Gum (1)@$And this is all I am askingNo more
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 since Kelly Nurseries has accepted the notification from my credit card company regarding the chargeback credit of $issued to me
Initial Business Response / [redacted] (1000, 7, 2015/10/02) */ Dear Mr [redacted] : We are in receipt of recent correspondence regarding an order you placed with isWe are sorry you did not understand the email we previously sent to youNo refund is due as the order was not processed and has been cancelled Very truly yours, RICHARD OWEN NURSERY
Dear Mr***:We are in receipt of correspondence regarding the two orders you placed with usThe first of which was placed 3/13/and was shipped 4/6/- this is the order you have receivedThe second order was processed 4/13/We have cancelled the duplicate items (- Honeysuckle & - Thuja) and are shipping the remainder of the order.Very Truly Yours,Exciting Gardens [redacted] Customer Service
Initial Business Response / [redacted] (1000, 10, 2015/06/18) */ We have received your inquiry regarding the two orders 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 tha both orders have recently been shippedThey should reach you in the very near future, if not already Thank you for your interest in our merchandise and we shall look forward to serving you again soon Very truly yours, RICHARD OWEN NURSERY
Initial Business Response / [redacted] (1000, 10, 2015/05/29) */ Dear Mrs***, Per your request, we cancelled your order and issued a credit to your charge card in the amount of $on May 14, Thank you for your interest in our merchandise and we [redacted] look forward to serving you again in the near future Very truly yours, Richard Owen Nursery Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a refund
Dear Ms***:We are in receipt of correspondence regarding the order you placed with us 6/16/for $Tracking of the order shows that it was delivered 6/24/17.We received and processed a replacement request for items from your order on 7/21/(value $50.52) along with a merchandise credit certificate of $for an additional itemHowever, the replacement was cancelled because we received a chargeback for the $orderAt this time, we have not received back any of those items or been paid for that orderTherefore, you owe $for the difference (- credit = 51.99).Very Truly Yours,Farmer Seed Nursery [redacted] ***Customer Service
Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ Dear MrFerks, We have received your inquiry regarding an order you placed with us Package of your order was cancelled, per your email request, and a credit to your charge card was issued on 5/18/For $(the value of package 1) Package was shipped on 5/9/and 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, Richard Owen Nursery
Initial Business Response / [redacted] (1000, 5, 2016/07/15) */ Dear Mr [redacted] : We are in receipt of recent correspondence regarding the order you placed with us 3/17/using a $merchandise certificate from a previous order and a $additional paymentThis order shipped in two packages on 4/2/and 4/21/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 5/27/a replacement for two of the items (value $4.99) in the first package was processed and shipped 6/5/On 7/24/a replacement (value $15.57) was processed for items requested from the second package and shipped 7/29/ Then on 9/4/14, we received notification that one of the items in the 7/24/replacement was sent incorrectly and a new replacement was processedDue to the item and time of year, this package was held for shipment until Spring and the shipped 4/1/ On 6/3/15, we received an additional request for replacement however nothing was done as you order was well past the 1-year guaranteeHowever, upon review of the file, we have found that additional items from package were requested to be replaced in the July correspondence that were inadvertently overlooked Therefore we are issuing a refund check for the value of these items in the amount of $ Very Truly Yours, Exciting Gardens [redacted] Customer Service Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) settlement response amount was not in whole as I requested & I believe they owe me, but at this time I am closing my file & [redacted] not do business with them in the futureI appreciate your help in that, even tho they ignored my latest correspondence, they ultimately responded to you
Dear Mr [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 anywayHowever, 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.Sincerely,Exciting Gardens [redacted] Customer Serivce
Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ We have received your inquiry regarding an order you placed with usYou state that you have not yet received your orderWe regret that you have been inconveienced in any way However we have checke with our shippin room and find that your order has been shippedThe tracking number is It should reach you in the very near future if it has not already done so Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2015/06/04) */
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,
Richard Owens Nursery
Initial Consumer Rebuttal /* (2000, 8, 2015/06/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/30) */
Dear Mr***:
We are in receipt of an inquiry regarding the order you placed with us in SeptemberYou reference several phone calls made to our customer service department, during which you state we were not always able to find a record
of your order
There are several things that could have caused the confusionFirst, the paperwork just sent to us states that the order was placed with our sister company, Richard Owen Nursery, when it fact it was placed with usSecondly, you stated that the dollar amount of the order was $82.16, however it was actually $These two pieces of misinformation would have prevented us from finding the order using our advanced searching options
In addition, our system store orders primarily by the zip code and last name of the person to whom the order is being sentWhen you originally placed your order over the Internet, the zip code you entered was 55337, which is apparently incorrectThe zip code was changed per you phone call on 10/15/to 53378, which is also incorrectThe incorrect zip codes would have made it very difficult for our customer service department to locate the order
Upon further investigation, we have found that the order was shipped on 10/13/to the address provided at the time you placed the orderThe postal service, however, was able to reroute the order and it was delivered to zip code on 10/19/15, which according to USPS.com is the correct address
Thank you again for our inquirywe apologize for any confusion and hope our method of handling this mater is satisfactory
Very truly yours,
Direct Gardening
Division of House of Wesley
*** ***
Customer Service
I am rejecting this response because: I had already written regarding the order for $that they say I receivedI NEVER received this order......... It was not by my house, nor was I notified that it was comingAnd, also, that order had been cancelled by myself... I have kept ALL the email transactions regarding this issue. I have been very disappointed by the service of Farmer's seed and nursery, plus very disappointed with the quality of their merchandise Only of the trees that I ordered in lived. I shall never order from them again, and I shall encourage my friends to not order from them also. sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/06/04) */
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,
RICHARD OWEN NURSERY
Initial Business Response /* (4000, 8, 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,
Richard Owen Nursery
Final Consumer Response /* (3000, 6, 2015/06/08) */
They mailed the order finally and % of the product was deadI emailed them requesting a refund and have not heard back
Dear Ms***:We are in receipt of recent correspondence regarding the order you placed with us 3/16/for $182.60, where you state that everything was received deadPlease note our guarantee, which is clearly printed in all of our print advertisement, on the website, and in the planting guide
included with every shipment, 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 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 find it difficult to believe of the over items shipped everything would have been unplantable, including bare root items such as lilies, carnations and painted daisiesDormant items may look "dad" on arrival, as they are not actively growing and do not have leavesThey simply need to be planted and cared for.We are sorry that you chose to throw away the original shipping label and plants instead of giving them time and/or following our printed guaranteeEven though we have no obligation because you have discarded the shipping label and it is doubtful that all of the plants were in fact dead, in the interest of customer satisfaction we are willing to make and adjustment if you return a copy of your proof of purchase (credit card statement or copy of cancelled check)Please return the proof of purchase to my attention for a merchandise credit certificate or replacement order.Very Truly Yours,Exciting Garden*** ***Customer Service
I am rejecting this response because:
I did NOT state that all the plants were DEAD. I SAID that the package was received (the package meaning a PLASTIC BAG with over $in plants and bulbs STUFFED into it) and was INTACT, at least the bag was.When I opened the bag, EVERYTHING inside was SMASHED. I did NOT say dead. I said SMASHED and DESTROYED. The ONLY two items that were SALVAGEABLE were the Lemon and Lime Plants.I DO have the original PACKING SLIP. I am hesitant to SEND IT to the SELLER because they could easily say they never received it and I would have no recourse.I am NOT interested in a REPLACEMENT or MERCHANDISE CREDIT.I want a FULL refund, LESS the cost of the Lemon and Lime trees.I am so dissatisfied with this Company. I continue to read so many BAD REVIEWS on GOOGLE about them and just am not comfortable ordering from them EVER AGAIN.I am willing to ATTACH a scanned copy of the Packing Slip. No way are they going to get a copy of my CREDIT CARD STATEMENT!Where do I go from here. Beyond frustrated
Initial Business Response /* (1000, 5, 2016/05/18) */
Dear Ms***:
We have received your recent correspondence regarding he order you placed with us
We are very sorry to hear that you are not pleased with the stock you receivedHowever, we are unable to make an adjustment until you
RETURN THE ORIGINAL SHIPPING LABEL FROM THE PACKAGE, as it contains full information concerning your orderThe shipping label is the colored paper from the front of the package, which shows your name and address and a list of the items enclosed
Please return this letter along with the shipping label to my attention to ensure the proper adjustment will be madeWe will hold the label for the duration of your warranty in case you have a problem with any other plants
Thank you again for your inquiry and as soon as we receive the shipping label, in accordance with our published guarantee, we will process your adjustment in a timely manner
Very Truly Yours,
Richard Owen Nursery
Customer Service
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2016/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a letter from Owens Nursery's Customer Service department, informing me to send them the original purchase and shipping labels along with the dead plantThis unexpected and additional cost to me has insulted me to the point that I have asked for a REFUND including shipping and handling feeThis information was sent via U.Smail on May 23, I am awaiting a refund check from Owens Nursery
*** ***
Final Business Response /* (4000, 9, 2016/06/01) */
Dear Ms***:
We are in receipt of the most 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."
Given the above, we do not need the plants back in order to issue a replacement - We only require the plants back if a refund is desiredYou state you have sent information to us on 5/23/We will therefore await its return
Very Truly Yours,
Richard Owen Nursery
Customer Service
*** ***
Initial Business Response / [redacted] (1000, 5, 2016/06/14) */ Dear Mr [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 Please also note the enclosed copy of emails received and the corresponding responses we sentWe responded to your 6/1/email on 6/2/and your 6/2/email on 6/3/ Thank you for your interest in our merchandise and we shall look forward to serving you again soon Very Truly Yours, Richard Owen Nursery Customer Service [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/04/25) */ Dear Mrs [redacted] : We are in receipt of a recent inquiry regarding the order you placed with us in JanuaryAfter reviewing our systems we found no emails from the email address provided ( [redacted] @hotmail.com) 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." Package of your order (Cider Gum Eucalyptis) shipped 3/25/with tracking number: XXXXXXXXXXXXXXXXXXXXXX Tracing this number shows that the package was delivered 3/30/ Very Truly Yours, Richard Owen Nursery Customer Service [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/05/10) */ Thank you for working this on my behalf and I apologize for not responding to you sooner because I was out of the State and did not have access to any of my email serversHowever I read the response from the nursery and it is unacceptable because: I did not communicate with them via [redacted] @hotmail.com but via ***@bellsouth.net I have never received the shipment of Eucalyptus Cider Gum which they said was shipped and received on 3/30/and besides when I spoke with a female named TIA on 4/7/she told me I should be receiving it by Friday (4/8) or no later than Monday 4/11) and up to the time I contacted you I had not received the itemI trust you [redacted] continue to monitor this for me Thanks, [redacted] Final Business Response / [redacted] (4000, 20, 2016/05/26) */ Dear Mrs [redacted] : Thank you for your recent letter concerning an order you sent to usYou state you have not 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 1/28/We have also checked with our shipping room and find that package of your order was shipped 3/25/ We generally allow 2-weeks for delivery on a packageA trace on your package shows it was in fact delivered on 3/30/ Since you state you have not received your package we are scheduling a duplicate shipment, which will be shipped at the proper planting timeWe would also like to point out that we have no record of receiving emails from the ***@bellsouth.net email address provided We hope the duplicate shipment and our sincere apologies [redacted] compensate for any inconvenience you have been caused Very Truly Yours, Richard Owen Nursery Customer Service [redacted] Final Consumer Response / [redacted] (4200, 22, 2016/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate what [redacted] is in the process of doing because this is the proper thing to do because I cannot think of any reason for me to report not receiving the remainder of my order when I actually received itBut again I say I did not receive it and sending me a double order is not comfortingI am requesting the balance of partial order 1ofwhich is Item# Eucalyptus, Cider Gum (1)@$And this is all I am askingNo more
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 since Kelly Nurseries has accepted the notification from my credit card company regarding the chargeback credit of $issued to me
Initial Business Response / [redacted] (1000, 7, 2015/10/02) */ Dear Mr [redacted] : We are in receipt of recent correspondence regarding an order you placed with isWe are sorry you did not understand the email we previously sent to youNo refund is due as the order was not processed and has been cancelled Very truly yours, RICHARD OWEN NURSERY
Dear Mr***:We are in receipt of correspondence regarding the two orders you placed with usThe first of which was placed 3/13/and was shipped 4/6/- this is the order you have receivedThe second order was processed 4/13/We have cancelled the duplicate items (- Honeysuckle & - Thuja) and are shipping the remainder of the order.Very Truly Yours,Exciting Gardens [redacted] Customer Service
Initial Business Response / [redacted] (1000, 10, 2015/06/18) */ We have received your inquiry regarding the two orders 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 tha both orders have recently been shippedThey should reach you in the very near future, if not already Thank you for your interest in our merchandise and we shall look forward to serving you again soon Very truly yours, RICHARD OWEN NURSERY
Initial Business Response / [redacted] (1000, 10, 2015/05/29) */ Dear Mrs***, Per your request, we cancelled your order and issued a credit to your charge card in the amount of $on May 14, Thank you for your interest in our merchandise and we [redacted] look forward to serving you again in the near future Very truly yours, Richard Owen Nursery Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a refund
Dear Ms***:We are in receipt of correspondence regarding the order you placed with us 6/16/for $Tracking of the order shows that it was delivered 6/24/17.We received and processed a replacement request for items from your order on 7/21/(value $50.52) along with a merchandise credit certificate of $for an additional itemHowever, the replacement was cancelled because we received a chargeback for the $orderAt this time, we have not received back any of those items or been paid for that orderTherefore, you owe $for the difference (- credit = 51.99).Very Truly Yours,Farmer Seed Nursery [redacted] ***Customer Service
Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ Dear MrFerks, We have received your inquiry regarding an order you placed with us Package of your order was cancelled, per your email request, and a credit to your charge card was issued on 5/18/For $(the value of package 1) Package was shipped on 5/9/and 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, Richard Owen Nursery
Initial Business Response / [redacted] (1000, 5, 2016/07/15) */ Dear Mr [redacted] : We are in receipt of recent correspondence regarding the order you placed with us 3/17/using a $merchandise certificate from a previous order and a $additional paymentThis order shipped in two packages on 4/2/and 4/21/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 5/27/a replacement for two of the items (value $4.99) in the first package was processed and shipped 6/5/On 7/24/a replacement (value $15.57) was processed for items requested from the second package and shipped 7/29/ Then on 9/4/14, we received notification that one of the items in the 7/24/replacement was sent incorrectly and a new replacement was processedDue to the item and time of year, this package was held for shipment until Spring and the shipped 4/1/ On 6/3/15, we received an additional request for replacement however nothing was done as you order was well past the 1-year guaranteeHowever, upon review of the file, we have found that additional items from package were requested to be replaced in the July correspondence that were inadvertently overlooked Therefore we are issuing a refund check for the value of these items in the amount of $ Very Truly Yours, Exciting Gardens [redacted] Customer Service Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) settlement response amount was not in whole as I requested & I believe they owe me, but at this time I am closing my file & [redacted] not do business with them in the futureI appreciate your help in that, even tho they ignored my latest correspondence, they ultimately responded to you
Dear Mr [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 anywayHowever, 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.Sincerely,Exciting Gardens [redacted] Customer Serivce
Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ We have received your inquiry regarding an order you placed with usYou state that you have not yet received your orderWe regret that you have been inconveienced in any way However we have checke with our shippin room and find that your order has been shippedThe tracking number is It should reach you in the very near future if it has not already done so Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2015/06/04) */
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,
Richard Owens Nursery
Initial Consumer Rebuttal /* (2000, 8, 2015/06/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/30) */
Dear Mr***:
We are in receipt of an inquiry regarding the order you placed with us in SeptemberYou reference several phone calls made to our customer service department, during which you state we were not always able to find a record
of your order
There are several things that could have caused the confusionFirst, the paperwork just sent to us states that the order was placed with our sister company, Richard Owen Nursery, when it fact it was placed with usSecondly, you stated that the dollar amount of the order was $82.16, however it was actually $These two pieces of misinformation would have prevented us from finding the order using our advanced searching options
In addition, our system store orders primarily by the zip code and last name of the person to whom the order is being sentWhen you originally placed your order over the Internet, the zip code you entered was 55337, which is apparently incorrectThe zip code was changed per you phone call on 10/15/to 53378, which is also incorrectThe incorrect zip codes would have made it very difficult for our customer service department to locate the order
Upon further investigation, we have found that the order was shipped on 10/13/to the address provided at the time you placed the orderThe postal service, however, was able to reroute the order and it was delivered to zip code on 10/19/15, which according to USPS.com is the correct address
Thank you again for our inquirywe apologize for any confusion and hope our method of handling this mater is satisfactory
Very truly yours,
Direct Gardening
Division of House of Wesley
*** ***
Customer Service
I am rejecting this response because: I had already written regarding the order for $that they say I receivedI NEVER received this order......... It was not by my house, nor was I notified that it was comingAnd, also, that order had been cancelled by myself... I have kept ALL the email transactions regarding this issue. I have been very disappointed by the service of Farmer's seed and nursery, plus very disappointed with the quality of their merchandise Only of the trees that I ordered in lived. I shall never order from them again, and I shall encourage my friends to not order from them also. sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/06/04) */
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,
RICHARD OWEN NURSERY
Initial Business Response /* (4000, 8, 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,
Richard Owen Nursery
Final Consumer Response /* (3000, 6, 2015/06/08) */
They mailed the order finally and % of the product was deadI emailed them requesting a refund and have not heard back
Dear Ms***:We are in receipt of recent correspondence regarding the order you placed with us 3/16/for $182.60, where you state that everything was received deadPlease note our guarantee, which is clearly printed in all of our print advertisement, on the website, and in the planting guide
included with every shipment, 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 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 find it difficult to believe of the over items shipped everything would have been unplantable, including bare root items such as lilies, carnations and painted daisiesDormant items may look "dad" on arrival, as they are not actively growing and do not have leavesThey simply need to be planted and cared for.We are sorry that you chose to throw away the original shipping label and plants instead of giving them time and/or following our printed guaranteeEven though we have no obligation because you have discarded the shipping label and it is doubtful that all of the plants were in fact dead, in the interest of customer satisfaction we are willing to make and adjustment if you return a copy of your proof of purchase (credit card statement or copy of cancelled check)Please return the proof of purchase to my attention for a merchandise credit certificate or replacement order.Very Truly Yours,Exciting Garden*** ***Customer Service
I am rejecting this response because:
I did NOT state that all the plants were DEAD. I SAID that the package was received (the package meaning a PLASTIC BAG with over $in plants and bulbs STUFFED into it) and was INTACT, at least the bag was.When I opened the bag, EVERYTHING inside was SMASHED. I did NOT say dead. I said SMASHED and DESTROYED. The ONLY two items that were SALVAGEABLE were the Lemon and Lime Plants.I DO have the original PACKING SLIP. I am hesitant to SEND IT to the SELLER because they could easily say they never received it and I would have no recourse.I am NOT interested in a REPLACEMENT or MERCHANDISE CREDIT.I want a FULL refund, LESS the cost of the Lemon and Lime trees.I am so dissatisfied with this Company. I continue to read so many BAD REVIEWS on GOOGLE about them and just am not comfortable ordering from them EVER AGAIN.I am willing to ATTACH a scanned copy of the Packing Slip. No way are they going to get a copy of my CREDIT CARD STATEMENT!Where do I go from here. Beyond frustrated
Initial Business Response /* (1000, 5, 2016/05/18) */
Dear Ms***:
We have received your recent correspondence regarding he order you placed with us
We are very sorry to hear that you are not pleased with the stock you receivedHowever, we are unable to make an adjustment until you
RETURN THE ORIGINAL SHIPPING LABEL FROM THE PACKAGE, as it contains full information concerning your orderThe shipping label is the colored paper from the front of the package, which shows your name and address and a list of the items enclosed
Please return this letter along with the shipping label to my attention to ensure the proper adjustment will be madeWe will hold the label for the duration of your warranty in case you have a problem with any other plants
Thank you again for your inquiry and as soon as we receive the shipping label, in accordance with our published guarantee, we will process your adjustment in a timely manner
Very Truly Yours,
Richard Owen Nursery
Customer Service
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Initial Consumer Rebuttal /* (3000, 7, 2016/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a letter from Owens Nursery's Customer Service department, informing me to send them the original purchase and shipping labels along with the dead plantThis unexpected and additional cost to me has insulted me to the point that I have asked for a REFUND including shipping and handling feeThis information was sent via U.Smail on May 23, I am awaiting a refund check from Owens Nursery
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Final Business Response /* (4000, 9, 2016/06/01) */
Dear Ms***:
We are in receipt of the most 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."
Given the above, we do not need the plants back in order to issue a replacement - We only require the plants back if a refund is desiredYou state you have sent information to us on 5/23/We will therefore await its return
Very Truly Yours,
Richard Owen Nursery
Customer Service
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