First, thank you for purchasing from Ty Ty Nursery and I am sorry to hear that a couple of flowering magnolia trees are not doing so well. It was a pleasure talking to you to do, and as promised we will go ahead and get those replacement saucer pink magnolia trees -...
3gal replaced, I do know that you had only requested compensation for 2 but we are going to ship all 3 to you for free to make up for the inconvenience. I do apologize that I did not properly note your account in May, 2014 as per the replacements leading to the confusion with [redacted] on September 18th as he was not able to see you arrangement that we had already scheduled. That was my mistake and do apologize for any inconvenience this caused you. Ty Ty Nursery greatly appreciates your business and values you highly as a customer of ours. If you have any further questions or need anything please do not hesitate to reach out to me directly, ###-###-####. Have a great day, and be looking out a delivery on this Friday October 10th.
I am sorry to hear about the plants that you received from Ty Ty Nursery, we do greatly appreciate your business and want you to have nothing but beautiful thriving plants. I do have noted that your Fuyu Persimmon was out of zone that was ordered, thus the reason it was not replaced but I am happy to inform you that we will ship you a replacement Nakita's Gift Persimmon that is cold hardy for your zone. We will also ship you a third batch of muscadines, please keep in mind that the vines are shipped dormant and will not arrive with leaves on them as this would not be permitted by the USDA, but if you will scrap the bark with a knife when you receive you will see the cambium layer is green underneath indicating the plants are alive. Go ahead and plant the vines and the buds will form and swell within a couple of weeks. If you have any questions please do not hesitate to call as we are more than happy to help you. Please not the persimmon will be shipped in its container and will have leaves as the muscadines are bare root and must be dormant, this is the difference from having leaves and not having leaves.
We do greatly appreciate your business and are sorry to hear your paw paw tree did not survive transplanting. Unfortunately at this time we can not process a refund, but I would like to offer you a 100% completely free replacement that I will be able to ship around...
12-1-14 per regulation and restrictions. Paw Paw trees have a hard time surviving transplant and need to be nurtured the first year. I would like to encourage you to pot up the replacement paw paw for the first year as this will greatly increase the survivalability and then plant at a later time the following fall. The reason for such a hard time transplanting is because of the taproot the paw paw tree has and causes great stress up the tree. I will go ahead and process the replacement, you will have to do nothing unless 12-1-14 is not a good shipping time. If you need to reschedule the ship date please contact me directly at ###-###-#### and we can schedule a new date for you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have received the store credit certificate and I am disappointed that it took sending a complaint to Revdex.com to get this resolved. I'm not sure I agree with their policy to wait because of a dormancy period as each situation is different, and in my case, I live in Montana, and am trying to put in a wind row so I would prefer the trees to have the same growth period. I will be ordering the trees and putting them in the ground and then placing some kind of protection around them so they have a chance to survive being planted this late in the season.Regards,[redacted]
Thank you very much for your business and we are sorry to hear that some of your trees did not survive transplanting this past spring. We do not have a replacement guarantee as mentioned we have a Plantsurance Policy that is extended on all...
plants we sell their first year. This insures the amount of money you spent on the item, and if the item does not survive you will be give store credit for the value that you paid. We went to this Insurance based guarantee because more and more customers where not wanting to get the exact same thing replaced they want to go up in size, down in size or get a completely different type of plant all together. So we decided we will give the customer the store credit and let the customer decided how to spend it.
We ask for pictures in order to verify the plants are dead. Just because a plant has not produced leaves and it is August or September does not mean it is dead. The first year of transplanting it is not uncommon to hear an ECO-Wise plant did not sprout and that it is alive. We planted a 200 pecan tree orchard and had 13 that did not sprout the first year. When we scratched the bark the cambium was green meaning alive and sure enough a year after they were planted the leafed out and are still growing and producing 100's of lbs of pecans to this day. If you scratched the bark of your plant and the cambium was green your tree was alive, it was just dormant and that would have prompted the response that you received.
I do see where on 8-8-16 @ 1:131PM you were issued a store credit for $56.25 and this would be for the value of 6 Chinese Elm Trees and 1 Weeping Willow Tree. I assume that updated pictures showing the cambium to be brown must of been provided this prompting an approval of your Plantsurance Claim and the issuing of you a store credit for the items that did not survive transplanting. You may use this credit to purchase whatever items you would like. Please do not hesitate to me if you have any further questions regarding your concerns.
Thank you very much for your order and I am sorry to hear that one of your two plants received did not survive the transplant. Unfortunately, our terms andd conditions only allow for replacements at this time not a refund, but I would be more than happy to...
replace your whole order including the plant that did survive to make it up to you. I will have this shipped out tomorrow on 6-9-14. Please let me know how I may be of assistance to you moving forward and I would encourage you to keep me post on the status of your plants, you can reach me directly at ###-###-####.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I appreciate the company's willingness to correct this issue.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for your order from Ty Ty Nursery, we do greatly value you as a customer and only want to help by supplying you with the quality plant material you expect. I am very sorry to hear that some of your items did not survive the transplant this past season, and would like you to know that we...
are processing a replacement ASAP for free. You will not have to do anything and your replacement plants will ship today 5-30-14. Normally customer do have to pay a small shipping fee, 25% percent plant cost or $20.00 which ever is greater, to cover the expensive cost of UPSing plants, as the guarantee covers the cost of the plants only and if shipping is need this is an additional expense covered by customer, but for you we are waiving this. The replacement shipment will consist of the following:
Description Qty
English Walnut - 2-3ft tall 2
Hall's Hardy Almond - 2-3ft tall 1
Red Delicious Apple - 3-4ft tall 1
Red Haven Peach - 3-4ft tall 1
Ruby Grand Nectarine - 3-4ft tall 1
Au Producer Plum - 3-4ft tall 1
Yuma Crape Myrtle - 3-4ft tall 1
Navaho Thornless Blackberry - 2yr old - Bearing Size - 2
AS the original letter only mentions trees and blackberry plants. Again, I would like to apologize on be half of Ty Ty Nursery that some of your plant material did not survive transplanting and we do greatly appreciate your business. If you have any further questions please do not hesitate to contact me directly at ###-###-####, and please do not hesitate to let us know how we can be of assistance moving forward.
Thank you for your notification of not receiving the merchandise, it was an oversight. One notified we shipped the order same day 4-11-16 and I see where the package was delivered 4-12-16. Please let us know how these plants do for you.
Thanks,
[redacted]
Manager
Ms. J[redacted],
Thank you very much for ordering from Ty Ty Nursery, I am very sorry to hear about some of your ordered items not surviving the transplanting. I have looked up your order and do not see where we have received your Replacement Application, I do not know if it was lost in...
the mail or what. I can guarantee you it is not our goal for you be misled in any manner, instead we what for you to have the very highest quality plants and best overall experience when doing business with Ty Ty Nursery. The advertisement "Bearing Size" is an approximation of when the plant should start producing fruit, and is in no way a guarantee of production. We do not guarantee plants to produce fruit as this is dependent on many environmental factors beyond our control such as nutrients available in the soil, chill hours, rain, drought, etc. We do guarantee the plants to live for one year though, and it sounds like the majority of you order did not. I would like to offer you a completely free replacement, with an upgrade in size to the next larger size to make up for the lost years growth, and offer you free freight shipping so to minimize the amount of pruning done to the plants. We can arrange the shipment to be a little delayed if you would prefer, we can ship around the end of February or beginning of March if that would be better for you. Again, I do apologize about the inconvenience of your plants not surviving their transplanting, but we look forward to the opportunity of supplying you with your orchard needs this season. Please do not hesitate to contact me directly to arrange any details needed at ###-###-#### or at [redacted].
Thanks,
[redacted]
I do apologize to hear that your 6 Kwanzan Cherry Trees did not survive the transplanting this growing season and will be happy to get you replacements shipped out. We will ship your replacement plants on 5-13-14 free of charge, and we will waive the return of the dead merchandise, and return...
shipping cost. We do greatly appreciate your business and hope that your new Kwanzan Cherry Trees will be a beautiful feature in your landscape. Please keep me posted as to the status of your plants and if you have any questions through out the shipping or plant process call me directly at ###-###-####.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
An Nguyen
Dear Ms. [redacted],
/>
We do great value your business and am sorry to hear that some of you plants have not survived the transplant. At this time we can not offer you a refund, we sale a perishable product that requires the end user to know how to and care for plant material, out of Ty Ty Nursery's control. We sale plants that are inspected and certified to be alive and would not send out dead plant material, a refund would completely violate our terms and conditions. Our records indicate you have received three shipment for the one order # [redacted]. Our guarantee states that we only replace dead material one time and we have replaced your replacement order once already. At this time I would be happy to offer you another replacement and this would be the only thing I can offer you at this time and will have to be our last replacement as this will be a second replacement order for free and a fourth shipment, which goes way above and beyond our normal policies. I have scheduled a Fall Shipment for 10-1-14 for you replacement and no further action will be need on your end. Thank you for your business.
Sincerely,
[redacted]
Manager
Thank you for ordering from Ty Ty Nursery, I am very sorry to hear that some your plants did not survive the transplant. I would be happy to completely waive the replacement policy and replace your plants absolutely free of charge, please just send me a list of...
the items needing to be replaced to [redacted] or call me directly at ###-###-####. Some of items ordered are pruned 1/3 prior to shipping, to help increase the survival rate of the plants by ensuring the canopy will not out grow the root system the first year (which will greatly reduce the lifespan) and increases branching (to increase yields or shade), the complimentary pruning should make up for the difference in the sizes you ordered and received. If you still find this to not be true I would be happy to refund do to the appropriate sizes. I would encourage you to contact myself directly at the number supplied and I would be happy to get all these issues resolved in the most timely manner. Again, we do greatly appreciate your business and greatly value you as a customer.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
However, I would like to add a couple of my own comments. The following is why the return policy is "confusing"; According to Ty Ty's policy "Replacement plants will not be shipped unless the
postage is paid by the customer for the cost of UPS and packaging
expenses of the requested replacement plants being shipped to the
customer, in the form of a check, 25% value of the plants being replaced
(minimum $20.00)."
I read that to mean that they want me to pay shipping plus 25% of the value of the plants. Ty Ty claims that they are asking for 25% of the value AS the shipping. I'm afraid I know of no reason to think that shipping costs are based on a products PRICE, but instead is based on the package WEIGHT.
In addition, their reasoning for making me send in a replacement form is so that they can deterimine if the plants were purchased within the last 12 months, and for the proper planting Zone. They ALREADY know that information as they are the ones who shipped them here!
Also, their returns site says that replacements will begin shipping December 15th through April 15th! I live in Illinois, I can't re-plant trees in the WINTER.
Finally, I will accept the free replacement palms that Ty Ty has offered, as long as that offer does not include me having to pay them $40 (25% of the price) for the replacements. The fronds were dead and pulled out of the trunk.
Regards,
[redacted]
Ms. [redacted],
Thank you very much for ordering from Ty Ty Nursery. I am sorry to hear that your bamboo was not of the size ordered. I will get your order re-shipped and make sure you receive nothing but the finest plant...
The six month waiting period that you described is because we can not legally ship live deciduous plant when they have entered a state of growth. If we tried to dig them up at the time you ordered (7-26-13) they would not survived. We had to wait to until it was the proper time of year to ship you your live deciduous fruit tree, which is dependent on the weather. We did not charge you until the time of shipping and notified you via email as to the future shipping date.
We have not terminated any business relationship by demanding more paper work. We were not asking for more paper work but simply finishing the replacement policy, which you had read and signed on your replacement application and to pay the return shipping of the new live plant. We guarantee the cost of the plant and do not cover shipping, but I am waiving all this for you and am willing to ship you a new Nectarine and Ginger with out finishing the replacement policy.
Our representative did not and would not hang up a customer, as this is not the type of customer service that we would tolerate. I looked up the date in which you called (Friday 6-6-14) and we were experiencing internet connectivity issues with our provider, our telephones operate on the internet as we a VOIP system. I can guarantee you that you were not hung up but the call was dropped. In the call you stated that we asked you to send back a copy of the letter, yes this is correct to make sure that we not the proper RMA was paid for and do not accidentally apply it to a different customer's account. Also, before that call was dropped you opened the conversation by immediately saying that, "Guess what I am not sending you any more paper work or $20.00", not calling to see how to send more paper work or a check as stated.
It is ok to ship you a replacement Nectarine tree now because we have not planted those trees yet, instead we still have the Nectarines packed away in storage dormant meaning we can still ship them. Within the next week or two we will have planted the Nectarine trees to grow them for next season and will not be able to ship any further. You order was 6 weeks later last year, the last week of July, by that time we had already planted the Nectarine trees and had them growing thus the reason we could not ship them to you. This is not fishy and I am happy to explain any and all of your concerns so you can be confident in the information that I am supplying to you is the most accurate.
My offer still stands and in fact I have already had my guys package your order for shipment. We will be happy to ship you the replacement plants today, with inspection labels as well (located on the top of the invoice) for you to receive by the end of this week. I do apologize that your nectarine tree did not survive, I am trying to make this up all up to you by waiving the remainder of the replacement policy for you. Please let me know if you have any further concerns that I can address and if my offer to re-ship would be accepted.
Thank you very much for your two orders with us this past season, we do greatly appreciate your business with Ty Ty Nursery. I would like to inform you that we are shipping replacements for all the grapevines you ordered straight away. If you have any further...
questions please do not hesitate to contact myself directly at ###-###-####.
Their "Plantsurance" is a joke. We garden and grow just about everything. Almost all of my order died within 6 months. I submitted my paperwork as request for my "plantsurance" and have heard nothing since. In the meantime more of my order has died. I will never recommend they to anyone or order from them again.
[redacted],
First, thank you for purchasing from Ty Ty Nursery and I am sorry to hear that a couple of flowering magnolia trees are not doing so well. It was a pleasure talking to you to do, and as promised we will go ahead and get those replacement saucer pink magnolia trees -...
3gal replaced, I do know that you had only requested compensation for 2 but we are going to ship all 3 to you for free to make up for the inconvenience. I do apologize that I did not properly note your account in May, 2014 as per the replacements leading to the confusion with [redacted] on September 18th as he was not able to see you arrangement that we had already scheduled. That was my mistake and do apologize for any inconvenience this caused you. Ty Ty Nursery greatly appreciates your business and values you highly as a customer of ours. If you have any further questions or need anything please do not hesitate to reach out to me directly, ###-###-####. Have a great day, and be looking out a delivery on this Friday October 10th.
Sincerely,
[redacted]
Manager
Ms. [redacted]
I am sorry to hear about the plants that you received from Ty Ty Nursery, we do greatly appreciate your business and want you to have nothing but beautiful thriving plants. I do have noted that your Fuyu Persimmon was out of zone that was ordered, thus the reason it was not replaced but I am happy to inform you that we will ship you a replacement Nakita's Gift Persimmon that is cold hardy for your zone. We will also ship you a third batch of muscadines, please keep in mind that the vines are shipped dormant and will not arrive with leaves on them as this would not be permitted by the USDA, but if you will scrap the bark with a knife when you receive you will see the cambium layer is green underneath indicating the plants are alive. Go ahead and plant the vines and the buds will form and swell within a couple of weeks. If you have any questions please do not hesitate to call as we are more than happy to help you. Please not the persimmon will be shipped in its container and will have leaves as the muscadines are bare root and must be dormant, this is the difference from having leaves and not having leaves.
Sincerely,
[redacted]
Manager
[redacted],
We do greatly appreciate your business and are sorry to hear your paw paw tree did not survive transplanting. Unfortunately at this time we can not process a refund, but I would like to offer you a 100% completely free replacement that I will be able to ship around...
12-1-14 per regulation and restrictions. Paw Paw trees have a hard time surviving transplant and need to be nurtured the first year. I would like to encourage you to pot up the replacement paw paw for the first year as this will greatly increase the survivalability and then plant at a later time the following fall. The reason for such a hard time transplanting is because of the taproot the paw paw tree has and causes great stress up the tree. I will go ahead and process the replacement, you will have to do nothing unless 12-1-14 is not a good shipping time. If you need to reschedule the ship date please contact me directly at ###-###-#### and we can schedule a new date for you.
Sincerely,
[redacted]
Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have received the store credit certificate and I am disappointed that it took sending a complaint to Revdex.com to get this resolved. I'm not sure I agree with their policy to wait because of a dormancy period as each situation is different, and in my case, I live in Montana, and am trying to put in a wind row so I would prefer the trees to have the same growth period. I will be ordering the trees and putting them in the ground and then placing some kind of protection around them so they have a chance to survive being planted this late in the season.Regards,[redacted]
Ms. [redacted],
Thank you very much for your business and we are sorry to hear that some of your trees did not survive transplanting this past spring. We do not have a replacement guarantee as mentioned we have a Plantsurance Policy that is extended on all...
plants we sell their first year. This insures the amount of money you spent on the item, and if the item does not survive you will be give store credit for the value that you paid. We went to this Insurance based guarantee because more and more customers where not wanting to get the exact same thing replaced they want to go up in size, down in size or get a completely different type of plant all together. So we decided we will give the customer the store credit and let the customer decided how to spend it.
We ask for pictures in order to verify the plants are dead. Just because a plant has not produced leaves and it is August or September does not mean it is dead. The first year of transplanting it is not uncommon to hear an ECO-Wise plant did not sprout and that it is alive. We planted a 200 pecan tree orchard and had 13 that did not sprout the first year. When we scratched the bark the cambium was green meaning alive and sure enough a year after they were planted the leafed out and are still growing and producing 100's of lbs of pecans to this day. If you scratched the bark of your plant and the cambium was green your tree was alive, it was just dormant and that would have prompted the response that you received.
I do see where on 8-8-16 @ 1:131PM you were issued a store credit for $56.25 and this would be for the value of 6 Chinese Elm Trees and 1 Weeping Willow Tree. I assume that updated pictures showing the cambium to be brown must of been provided this prompting an approval of your Plantsurance Claim and the issuing of you a store credit for the items that did not survive transplanting. You may use this credit to purchase whatever items you would like. Please do not hesitate to me if you have any further questions regarding your concerns.
Sincerely,
[redacted]
Manager
[redacted],
Thank you very much for your order and I am sorry to hear that one of your two plants received did not survive the transplant. Unfortunately, our terms andd conditions only allow for replacements at this time not a refund, but I would be more than happy to...
replace your whole order including the plant that did survive to make it up to you. I will have this shipped out tomorrow on 6-9-14. Please let me know how I may be of assistance to you moving forward and I would encourage you to keep me post on the status of your plants, you can reach me directly at ###-###-####.
Sincerely,
[redacted]
Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I appreciate the company's willingness to correct this issue.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for your order from Ty Ty Nursery, we do greatly value you as a customer and only want to help by supplying you with the quality plant material you expect. I am very sorry to hear that some of your items did not survive the transplant this past season, and would like you to know that we...
are processing a replacement ASAP for free. You will not have to do anything and your replacement plants will ship today 5-30-14. Normally customer do have to pay a small shipping fee, 25% percent plant cost or $20.00 which ever is greater, to cover the expensive cost of UPSing plants, as the guarantee covers the cost of the plants only and if shipping is need this is an additional expense covered by customer, but for you we are waiving this. The replacement shipment will consist of the following:
Description Qty
English Walnut - 2-3ft tall 2
Hall's Hardy Almond - 2-3ft tall 1
Red Delicious Apple - 3-4ft tall 1
Red Haven Peach - 3-4ft tall 1
Ruby Grand Nectarine - 3-4ft tall 1
Au Producer Plum - 3-4ft tall 1
Yuma Crape Myrtle - 3-4ft tall 1
Navaho Thornless Blackberry - 2yr old - Bearing Size - 2
AS the original letter only mentions trees and blackberry plants. Again, I would like to apologize on be half of Ty Ty Nursery that some of your plant material did not survive transplanting and we do greatly appreciate your business. If you have any further questions please do not hesitate to contact me directly at ###-###-####, and please do not hesitate to let us know how we can be of assistance moving forward.
Sincerely,
[redacted]
Manager
Thank you for your notification of not receiving the merchandise, it was an oversight. One notified we shipped the order same day 4-11-16 and I see where the package was delivered 4-12-16. Please let us know how these plants do for you.
Thanks,
[redacted]
Manager
Ms. J[redacted],
Thank you very much for ordering from Ty Ty Nursery, I am very sorry to hear about some of your ordered items not surviving the transplanting. I have looked up your order and do not see where we have received your Replacement Application, I do not know if it was lost in...
the mail or what. I can guarantee you it is not our goal for you be misled in any manner, instead we what for you to have the very highest quality plants and best overall experience when doing business with Ty Ty Nursery. The advertisement "Bearing Size" is an approximation of when the plant should start producing fruit, and is in no way a guarantee of production. We do not guarantee plants to produce fruit as this is dependent on many environmental factors beyond our control such as nutrients available in the soil, chill hours, rain, drought, etc. We do guarantee the plants to live for one year though, and it sounds like the majority of you order did not. I would like to offer you a completely free replacement, with an upgrade in size to the next larger size to make up for the lost years growth, and offer you free freight shipping so to minimize the amount of pruning done to the plants. We can arrange the shipment to be a little delayed if you would prefer, we can ship around the end of February or beginning of March if that would be better for you. Again, I do apologize about the inconvenience of your plants not surviving their transplanting, but we look forward to the opportunity of supplying you with your orchard needs this season. Please do not hesitate to contact me directly to arrange any details needed at ###-###-#### or at [redacted].
Thanks,
[redacted]
I do apologize to hear that your 6 Kwanzan Cherry Trees did not survive the transplanting this growing season and will be happy to get you replacements shipped out. We will ship your replacement plants on 5-13-14 free of charge, and we will waive the return of the dead merchandise, and return...
shipping cost. We do greatly appreciate your business and hope that your new Kwanzan Cherry Trees will be a beautiful feature in your landscape. Please keep me posted as to the status of your plants and if you have any questions through out the shipping or plant process call me directly at ###-###-####.
Sincerely,
[redacted]
Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
An Nguyen
Dear Ms. [redacted],
/>
We do great value your business and am sorry to hear that some of you plants have not survived the transplant. At this time we can not offer you a refund, we sale a perishable product that requires the end user to know how to and care for plant material, out of Ty Ty Nursery's control. We sale plants that are inspected and certified to be alive and would not send out dead plant material, a refund would completely violate our terms and conditions. Our records indicate you have received three shipment for the one order # [redacted]. Our guarantee states that we only replace dead material one time and we have replaced your replacement order once already. At this time I would be happy to offer you another replacement and this would be the only thing I can offer you at this time and will have to be our last replacement as this will be a second replacement order for free and a fourth shipment, which goes way above and beyond our normal policies. I have scheduled a Fall Shipment for 10-1-14 for you replacement and no further action will be need on your end. Thank you for your business.
Sincerely,
[redacted]
Manager
Mr. [redacted],
Thank you for ordering from Ty Ty Nursery, I am very sorry to hear that some your plants did not survive the transplant. I would be happy to completely waive the replacement policy and replace your plants absolutely free of charge, please just send me a list of...
the items needing to be replaced to [redacted] or call me directly at ###-###-####. Some of items ordered are pruned 1/3 prior to shipping, to help increase the survival rate of the plants by ensuring the canopy will not out grow the root system the first year (which will greatly reduce the lifespan) and increases branching (to increase yields or shade), the complimentary pruning should make up for the difference in the sizes you ordered and received. If you still find this to not be true I would be happy to refund do to the appropriate sizes. I would encourage you to contact myself directly at the number supplied and I would be happy to get all these issues resolved in the most timely manner. Again, we do greatly appreciate your business and greatly value you as a customer.
[redacted]
Manager
###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
However, I would like to add a couple of my own comments. The following is why the return policy is "confusing"; According to Ty Ty's policy "Replacement plants will not be shipped unless the
postage is paid by the customer for the cost of UPS and packaging
expenses of the requested replacement plants being shipped to the
customer, in the form of a check, 25% value of the plants being replaced
(minimum $20.00)."
I read that to mean that they want me to pay shipping plus 25% of the value of the plants. Ty Ty claims that they are asking for 25% of the value AS the shipping. I'm afraid I know of no reason to think that shipping costs are based on a products PRICE, but instead is based on the package WEIGHT.
In addition, their reasoning for making me send in a replacement form is so that they can deterimine if the plants were purchased within the last 12 months, and for the proper planting Zone. They ALREADY know that information as they are the ones who shipped them here!
Also, their returns site says that replacements will begin shipping December 15th through April 15th! I live in Illinois, I can't re-plant trees in the WINTER.
Finally, I will accept the free replacement palms that Ty Ty has offered, as long as that offer does not include me having to pay them $40 (25% of the price) for the replacements. The fronds were dead and pulled out of the trunk.
Regards,
[redacted]
Ms. [redacted],
Thank you very much for ordering from Ty Ty Nursery. I am sorry to hear that your bamboo was not of the size ordered. I will get your order re-shipped and make sure you receive nothing but the finest plant...
material.
Sincerely,
[redacted]
Ms. [redacted],
The six month waiting period that you described is because we can not legally ship live deciduous plant when they have entered a state of growth. If we tried to dig them up at the time you ordered (7-26-13) they would not survived. We had to wait to until it was the proper time of year to ship you your live deciduous fruit tree, which is dependent on the weather. We did not charge you until the time of shipping and notified you via email as to the future shipping date.
We have not terminated any business relationship by demanding more paper work. We were not asking for more paper work but simply finishing the replacement policy, which you had read and signed on your replacement application and to pay the return shipping of the new live plant. We guarantee the cost of the plant and do not cover shipping, but I am waiving all this for you and am willing to ship you a new Nectarine and Ginger with out finishing the replacement policy.
Our representative did not and would not hang up a customer, as this is not the type of customer service that we would tolerate. I looked up the date in which you called (Friday 6-6-14) and we were experiencing internet connectivity issues with our provider, our telephones operate on the internet as we a VOIP system. I can guarantee you that you were not hung up but the call was dropped. In the call you stated that we asked you to send back a copy of the letter, yes this is correct to make sure that we not the proper RMA was paid for and do not accidentally apply it to a different customer's account. Also, before that call was dropped you opened the conversation by immediately saying that, "Guess what I am not sending you any more paper work or $20.00", not calling to see how to send more paper work or a check as stated.
It is ok to ship you a replacement Nectarine tree now because we have not planted those trees yet, instead we still have the Nectarines packed away in storage dormant meaning we can still ship them. Within the next week or two we will have planted the Nectarine trees to grow them for next season and will not be able to ship any further. You order was 6 weeks later last year, the last week of July, by that time we had already planted the Nectarine trees and had them growing thus the reason we could not ship them to you. This is not fishy and I am happy to explain any and all of your concerns so you can be confident in the information that I am supplying to you is the most accurate.
My offer still stands and in fact I have already had my guys package your order for shipment. We will be happy to ship you the replacement plants today, with inspection labels as well (located on the top of the invoice) for you to receive by the end of this week. I do apologize that your nectarine tree did not survive, I am trying to make this up all up to you by waiving the remainder of the replacement policy for you. Please let me know if you have any further concerns that I can address and if my offer to re-ship would be accepted.
Sincerely,
[redacted]
Manager
###-###-####
Mr. [redacted],
Thank you very much for your two orders with us this past season, we do greatly appreciate your business with Ty Ty Nursery. I would like to inform you that we are shipping replacements for all the grapevines you ordered straight away. If you have any further...
questions please do not hesitate to contact myself directly at ###-###-####.
Sincerely,
[redacted]
Their "Plantsurance" is a joke. We garden and grow just about everything. Almost all of my order died within 6 months. I submitted my paperwork as request for my "plantsurance" and have heard nothing since. In the meantime more of my order has died. I will never recommend they to anyone or order from them again.