I am sorry that your persimmon tree from 2013 did not survive the transplanting, and I am showing that we shipped a replacement on 5-19-14 that was delivered on 5-21-14 via UPS. Please let me know if you did not receive the replacement persimmon, and thank you very much for choosing Ty Ty Nursery...
Ms. [redacted],
Thank you very much for purchasing from Ty Ty Nursery. I am very sorry to hear that your plants did not survive the transplanting process this past growing season. I do apologize for inconveniences you may...
have gone through. I have looked up you account and the RMA information for RMA # [redacted]. You had been told that we had not received your check our plants because at that time of calling we not received your package or had not processed just yet. I am showing that your replacement had been completed on 7-7-15 and had been scheduled for a Fall Shipment. It does take some time for us to receive packages and process accordingly. I do see where you have stated you no longer want to get replacements but a refund for $119.00. I am going to do both for you, I will have a refund check mailed out to you in the amount of $119.00 and will send you free replacements as well. I will schedule to ship the plants on Monday 4-4-16 since by the time we start shipping in December your ground will probably be frozen. We do greatly value you as a customer and do apologize for your plants not surviving. Please if there is anything further I may assist you with please call me directly at ###-###-####. Have a great day.
Thanks,
[redacted]
Thank you for purchasing your 10 Tulip Poplar Trees 4-5ft tall from Ty Ty Nursery this past season. I am sorry to hear about your experience, as this is now what we like to hear or read about when doing business with us. I do see on 5-30-16 we replied to a...
Plantsurance Claim with a response that it was too early to tell. We ask that customers give the plants adequate time when transplanting for them to sprout. As in the majority of time the trees are sitting dormant and are still alive just taking long to leaf out their first year. The only way to to tell at this point would be to lightly scrape the bark of the tree with your thumb nail to reveal the color of the cambium layer underneath the barks layer, if green it is alive if brown it is dead. At this time of the year this can be a frequent question by customer because the established plants in customer's landscapes have already leafed out and the "ECO-Wise" plants we shipped to you have not. When transplanting plants in this state it is not uncommon for them to sit dormant for an extended period of time, does not mean they are dead. Instead, they would be putting on root growth first them leaf out.
Needless to say that process should have been avoided when you call after receiving the shipment. Our phone representative must of mis-understood your concern because our policy and practice of handling situations like this is 100% different than described. Our representative should have filed a damaged package claim for your shipment and immediately shipped you another set of trees, with no charge. I can not explain why this was not done, but can assure your I will look into this matter and have it resolved as to avoid situations like this from arising again. I am very sorry that your concern was mishandled from the beginning and would like to make this right for you. I would like to send you a refund check not for the amount requested but for your entire order amount of $228.37, I would also like to ship you 10 new plant free of charge, and give you a $25.00 gift certificate for you. I will scheduled a shipment of new trees for the beginning of April, 2017, because we are not able to ship them now per regulations. We will start shipping approx 12-12-16 and this date is very weather dependent. By this time of the year you will probably be to cold to plant, thus the spring shipment. Again, I do greatly apologize for your experience, if the shipping date discussed is not acceptable with you please contact me directly to schedule a more suitable date.
Sincerely,
[redacted]
Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Dear Sir,
Sadly, I am not able to receive any tree you may be sending. 1, the tree has been replaced as reported prior. 2, there is no more room for another tree, 3, it is too strange and too hard to BELIEVE your claims, or that I was not hung up on. I was there, I heard the goings on, Your "story" about an internet connection(way too convenient) is NOT the way things went down.
If indeed you have shipped another "tree" I will have the residents send it back immediately. I would not know what else to do with the "tree" as I have even lost confidence in the fact that it really is a nectarine tree, I would not even gift it to anyone my confidence is so low. As I have said before, the business relationship is over, there is no trust, all confidence has been breached, and I am really starting to feel increasingly "Flimflammed" I do NOT want your tree, nor do I want any communication from you except to refund my money.
(Most nurseries selling trees already have them "dug up" and in pots ready to plant. Your 5 paragraph explanation and claims might have the possibility of being believed by someone of lesser experience than my self.)
Good day
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] They knowingly sent plants that are not recommended for my zone, why? Because they have no concern about their customers or the plants survival, why else would they ship plants that don't thrive here?! You make have existing blueberry plants there but these are in now way shape or form the same! I DO NOT want a store refund, I want my money back. You knowingly sent these to the wrong zone!! That proves fraud! I will be taking this up with my attorney along with the Georgia Secretary of State, the Georgia Attorneys General Office as well. This IS fraud! I will be pursuing a civil suit. This is NOT settled nor do I ACCEPT this kind of bad treatment or resolution. This needs to stop! In their answer he even states blueberry plants are not to be shipped to my zone...they why did you send them? It was YOUR job as a so-called expert to be mindful and responsible about all of it .
Regards,
[redacted]
Mr. [redacted],
Thank you very much for your business and I am sorry that your plants did not survive transplanting. We do strive to provide only the best plants and wish for you to have these beautiful plants thriving in your yard. Our Plantsurnace Policy is new this year and is aimed...
to simplifying the process of getting plants replaced that did not survive. it is not our goal to to have policy that is unreedemable as described. It is very common when dealing with bare root stock that they appear to be dead when they are dormant, thus we ask for pictures of the trunks of the plants after being scraped, so we can advise you appropriately.
To show you how much of a valued customer you are I am going to completely re-ship your order for you completely free of cost and also send you a refund check for the original purchase amount, so this is your desired outcome. I can assure you we would never send dead sticks, and that we are inspected and certified to send live quality plants free or pests and diseases by the State of GA. If you have any questions please do not hesitate to call me directly at [redacted].
Sincerely,
[redacted]
Manager
Mr. [redacted],
255, 255);">
We greatly appreciate your business and we are very sorry to hear that the plants you order did not survive transplanting this spring. You had previously filed a dispute with PayPal, we accept it and you should recieve your refund for the total amount ASAP. We also processed a $25.00 store credit for you to show you how much we value you as a customer. Please do not hesitate to let us know how we may be of assistance moving forward.
We are still planning on shipping your items just as soon as possible, we try to best estimate that time frame of 12-1-14, but we are still waiting on the quince trees to become available. We do currently grow our stock of Quince Trees and have to source them elsewhere, we are expecting delivery...
around the middle of January. We will ship the complete order at this time, would that be acceptable for you planting time frame? If not we would be happy to schedule for any other time that work for you. Thank you very much for order from Ty Ty Nursery, please do not hesitate to reach out to us for any further questions you might have.
Thanks,
[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]
I ordered 6- 3 gallon Longleaf Pines on May 12, 2015. The stock was mailed on May 20 from Ty Ty, GA and I received them on 26 May. I promptly unpacked and found 4 of 6 nearly dead and the bare roots smelled like rotting mud and #2. I planted 4 in 3 gallon pots with potting soil and trashed 2 that were lifeless The trees I recieved were not 3 gallon but in fact 1 gallon trees. 4 of 6 trees had their leaders decapitated. Remaining leaders were badly bent when shoved into undersized UPS boxes. Given the distressed conditions of the trees I theorize that the trees were kept semi bare rooted for a very very prolonged period in a dark cold location prior to shipping. When an order comes in- the stock is taken from this stash. No regard is given to quality, customer rights or good business principles. I dare to say that Ty Ty is an outright sham operation, 20-30 plus years conducted by Mr. Malcolm. I am currently communicating with the Georgia Department of AG and the State Atorneys office.
[redacted],
Thank you for your business and apologize to hear about your experience. The promotion that you had redeemed stated that the Free Shipping was specifically for UPS Ground Shipping. The White Mulberry tree purchased states it has to ship motor freight as it is 10-12ft tall...
and ups refuses to ship packages of this size, and free shipping was not offered on motor freight shipping.
Out of security to all of our customer we choose to not keep credit card information on file at our physical location or with our payment processor. After 60 days if a refund is need to be made it has two ways of being processed, either via check by mail or through PayPal. We can not process a refund of any type via credit card after this time period as we do not have your credit card information to do so.
I understand how frustrating putting an order with a coupon or promotion and learning that it would not apply to the item you wanted may be. So I would like to make this up to you. You should have received the refund check by now, so I would like to send you the item you ordered and ship it to you via motor freight completely free of charge as a free gift from Ty Ty Nursery. I am very sorry for any misunderstanding about promotional eligibility but look forward to the chance of making this up to you. We will aim to ship this item to you on 4-2-16 as you are currently in your winter months, if this shipping time is not good for you please call me directly at [redacted] and we can scheduled another shipping time.
Sincerely,
[redacted]
Manager
I would like to first say thank you very much for placing an
order with Ty Ty Nursery this past season. I am very sorry to hear
that you did receive the wrong merchandise, sometime mistakes and or
mix ups do occur. When they happen we are always more than...
happy to
make them up to you, and I would like to do so first by sending you a
refund check in the amount of $65.00, and then I would like to also
send you the correct merchandise when we begin shipping 10-1-14. I
have set you up for a replacement shipment for your complete order of
black hawk raspberry plants. Again, I do greatly apologize for any
inconvenience caused by the mix-up of product shipment and can assure
you we greatly value you as a customer. If you have any questions,
concerns or need anything further please do not hesitate to reach out
to me, my direct number is 229-518-3062.
Sincerely,
Ryan Phillips
Thank you very much for ordering from Ty Ty Nursery, we do greatly value as a customer. Our windmill palm trees are sold by measuring in overall height, trunk size is regardless, and why you might receive one that has a larger trunk vs a smaller trunk. The 3-4ft...
one that had a larger trunk is a shorter petiole windmill palm compared to the 4-5ft one that has a longer petiole windmill palm. Windmill palms petioles vary form palm tree to palm tree thus explaining the difference in size of trunk. There is a lot confusion when it comes to palm sizes thus the reason we strictly measure in overall height, meaning once you plant the palm tree in your landscape that is the size it will be, regardless of any other factors, and this is outlined on the shipping tab of all the palm tree product pages.
You are correct that our first response was to ask for pictures, as this our policy it is not to buy time but to simply help in properly diagnosing what is going on with you plants so we can determine the appropriate course of action. It is hard to tell simply by a description if a plant is going through transplant shock or is actually dead. When a plant is shipped their photo-period is severely interrupted and can cause it to shed leaves, when the new leaves form their are adapted to their new photo-period, and this process on palm trees is longer than other plants as they grow at a slower rate. This would explain why you would have been told to give them more time, as it sounds like they were going through transplant shock. We ship quite a few windmill palm trees out annually and never had any just start dying as soon as the customer receives them. The way to tell if your windmill palm is dead and not going through transplant shock is to pull on the center fronds if it slide out then you have "pulled the heart out" and it is dead.
The replacement policy we have is for one year, and I believe there is a little confusion as to the requirements to redeem the replacement. After you submit a Replacement Application with the original order form, we check to make sure two things; first, if the order been within the last 12 months and second were the plants ordered for the proper USDA growing zone, if yes to both of those you are approved. We then ask for you to return the dead plants, same as we do our walk in customers at our brick and mortar store, and to pay for the shipping of the new plants to you (this is calculated by figuring 25% of the plant cost or $20.00 whichever is greater). We do not charge you 25% plus the cost of shipping, we only guarantee the value of the plant material and if shipping is needed then that is a cost covered by the customer.
I do hope I have cleared up any confusion as to your order and our policies, if not just reach out to me and I would be happy to explain further. I would also like to extend to you a completely hassle free 100% free replacement, simply pull on the center fronds if they slide out please let me know and I will have two new ones shipped out right away no questions asked, but if they do not I would ask that you give them more time. It is also worth noting if replacements are sent we do not have any more of the 3-4ft windmill palm trees with the large trunks and short petioles but we only have 3-4ft windmill palms with the shorter trunks and longer petioles. We do greatly appreciate your order with Ty Ty Nursery and I would like to apologize for any inconvenience suffered.
[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]
I am sorry that your persimmon tree from 2013 did not survive the transplanting, and I am showing that we shipped a replacement on 5-19-14 that was delivered on 5-21-14 via UPS. Please let me know if you did not receive the replacement persimmon, and thank you very much for choosing Ty Ty Nursery...
for your plant material needs.
[redacted]
Manager
Ms. [redacted],
Thank you very much for purchasing from Ty Ty Nursery. I am very sorry to hear that your plants did not survive the transplanting process this past growing season. I do apologize for inconveniences you may...
have gone through. I have looked up you account and the RMA information for RMA # [redacted]. You had been told that we had not received your check our plants because at that time of calling we not received your package or had not processed just yet. I am showing that your replacement had been completed on 7-7-15 and had been scheduled for a Fall Shipment. It does take some time for us to receive packages and process accordingly. I do see where you have stated you no longer want to get replacements but a refund for $119.00. I am going to do both for you, I will have a refund check mailed out to you in the amount of $119.00 and will send you free replacements as well. I will schedule to ship the plants on Monday 4-4-16 since by the time we start shipping in December your ground will probably be frozen. We do greatly value you as a customer and do apologize for your plants not surviving. Please if there is anything further I may assist you with please call me directly at ###-###-####. Have a great day.
Thanks,
[redacted]
Ms. [redacted],
Thank you for purchasing your 10 Tulip Poplar Trees 4-5ft tall from Ty Ty Nursery this past season. I am sorry to hear about your experience, as this is now what we like to hear or read about when doing business with us. I do see on 5-30-16 we replied to a...
Plantsurance Claim with a response that it was too early to tell. We ask that customers give the plants adequate time when transplanting for them to sprout. As in the majority of time the trees are sitting dormant and are still alive just taking long to leaf out their first year. The only way to to tell at this point would be to lightly scrape the bark of the tree with your thumb nail to reveal the color of the cambium layer underneath the barks layer, if green it is alive if brown it is dead. At this time of the year this can be a frequent question by customer because the established plants in customer's landscapes have already leafed out and the "ECO-Wise" plants we shipped to you have not. When transplanting plants in this state it is not uncommon for them to sit dormant for an extended period of time, does not mean they are dead. Instead, they would be putting on root growth first them leaf out.
Needless to say that process should have been avoided when you call after receiving the shipment. Our phone representative must of mis-understood your concern because our policy and practice of handling situations like this is 100% different than described. Our representative should have filed a damaged package claim for your shipment and immediately shipped you another set of trees, with no charge. I can not explain why this was not done, but can assure your I will look into this matter and have it resolved as to avoid situations like this from arising again. I am very sorry that your concern was mishandled from the beginning and would like to make this right for you. I would like to send you a refund check not for the amount requested but for your entire order amount of $228.37, I would also like to ship you 10 new plant free of charge, and give you a $25.00 gift certificate for you. I will scheduled a shipment of new trees for the beginning of April, 2017, because we are not able to ship them now per regulations. We will start shipping approx 12-12-16 and this date is very weather dependent. By this time of the year you will probably be to cold to plant, thus the spring shipment. Again, I do greatly apologize for your experience, if the shipping date discussed is not acceptable with you please contact me directly to schedule a more suitable date.
Sincerely,
[redacted]
Manager
Mr. [redacted],
I have not heard form you since I first sent this email on June 1. Please update me on the status of my replacement trees.
Thanks.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Dear Sir,
Sadly, I am not able to receive any tree you may be sending. 1, the tree has been replaced as reported prior. 2, there is no more room for another tree, 3, it is too strange and too hard to BELIEVE your claims, or that I was not hung up on. I was there, I heard the goings on, Your "story" about an internet connection(way too convenient) is NOT the way things went down.
If indeed you have shipped another "tree" I will have the residents send it back immediately. I would not know what else to do with the "tree" as I have even lost confidence in the fact that it really is a nectarine tree, I would not even gift it to anyone my confidence is so low. As I have said before, the business relationship is over, there is no trust, all confidence has been breached, and I am really starting to feel increasingly "Flimflammed" I do NOT want your tree, nor do I want any communication from you except to refund my money.
(Most nurseries selling trees already have them "dug up" and in pots ready to plant. Your 5 paragraph explanation and claims might have the possibility of being believed by someone of lesser experience than my self.)
Good day
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] They knowingly sent plants that are not recommended for my zone, why? Because they have no concern about their customers or the plants survival, why else would they ship plants that don't thrive here?! You make have existing blueberry plants there but these are in now way shape or form the same! I DO NOT want a store refund, I want my money back. You knowingly sent these to the wrong zone!! That proves fraud! I will be taking this up with my attorney along with the Georgia Secretary of State, the Georgia Attorneys General Office as well. This IS fraud! I will be pursuing a civil suit. This is NOT settled nor do I ACCEPT this kind of bad treatment or resolution. This needs to stop! In their answer he even states blueberry plants are not to be shipped to my zone...they why did you send them? It was YOUR job as a so-called expert to be mindful and responsible about all of it .
Regards,
[redacted]
Mr. [redacted],
Thank you very much for your business and I am sorry that your plants did not survive transplanting. We do strive to provide only the best plants and wish for you to have these beautiful plants thriving in your yard. Our Plantsurnace Policy is new this year and is aimed...
to simplifying the process of getting plants replaced that did not survive. it is not our goal to to have policy that is unreedemable as described. It is very common when dealing with bare root stock that they appear to be dead when they are dormant, thus we ask for pictures of the trunks of the plants after being scraped, so we can advise you appropriately.
To show you how much of a valued customer you are I am going to completely re-ship your order for you completely free of cost and also send you a refund check for the original purchase amount, so this is your desired outcome. I can assure you we would never send dead sticks, and that we are inspected and certified to send live quality plants free or pests and diseases by the State of GA. If you have any questions please do not hesitate to call me directly at [redacted].
Sincerely,
[redacted]
Manager
Mr. [redacted],
255, 255);">
We greatly appreciate your business and we are very sorry to hear that the plants you order did not survive transplanting this spring. You had previously filed a dispute with PayPal, we accept it and you should recieve your refund for the total amount ASAP. We also processed a $25.00 store credit for you to show you how much we value you as a customer. Please do not hesitate to let us know how we may be of assistance moving forward.
Sincerely,
[redacted]
Manager
We are still planning on shipping your items just as soon as possible, we try to best estimate that time frame of 12-1-14, but we are still waiting on the quince trees to become available. We do currently grow our stock of Quince Trees and have to source them elsewhere, we are expecting delivery...
around the middle of January. We will ship the complete order at this time, would that be acceptable for you planting time frame? If not we would be happy to schedule for any other time that work for you. Thank you very much for order from Ty Ty Nursery, please do not hesitate to reach out to us for any further questions you might have.
Thanks,
[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]
I ordered 6- 3 gallon Longleaf Pines on May 12, 2015. The stock was mailed on May 20 from Ty Ty, GA and I received them on 26 May. I promptly unpacked and found 4 of 6 nearly dead and the bare roots smelled like rotting mud and #2. I planted 4 in 3 gallon pots with potting soil and trashed 2 that were lifeless The trees I recieved were not 3 gallon but in fact 1 gallon trees. 4 of 6 trees had their leaders decapitated. Remaining leaders were badly bent when shoved into undersized UPS boxes. Given the distressed conditions of the trees I theorize that the trees were kept semi bare rooted for a very very prolonged period in a dark cold location prior to shipping. When an order comes in- the stock is taken from this stash. No regard is given to quality, customer rights or good business principles. I dare to say that Ty Ty is an outright sham operation, 20-30 plus years conducted by Mr. Malcolm. I am currently communicating with the Georgia Department of AG and the State Atorneys office.
[redacted],
Thank you for your business and apologize to hear about your experience. The promotion that you had redeemed stated that the Free Shipping was specifically for UPS Ground Shipping. The White Mulberry tree purchased states it has to ship motor freight as it is 10-12ft tall...
and ups refuses to ship packages of this size, and free shipping was not offered on motor freight shipping.
Out of security to all of our customer we choose to not keep credit card information on file at our physical location or with our payment processor. After 60 days if a refund is need to be made it has two ways of being processed, either via check by mail or through PayPal. We can not process a refund of any type via credit card after this time period as we do not have your credit card information to do so.
I understand how frustrating putting an order with a coupon or promotion and learning that it would not apply to the item you wanted may be. So I would like to make this up to you. You should have received the refund check by now, so I would like to send you the item you ordered and ship it to you via motor freight completely free of charge as a free gift from Ty Ty Nursery. I am very sorry for any misunderstanding about promotional eligibility but look forward to the chance of making this up to you. We will aim to ship this item to you on 4-2-16 as you are currently in your winter months, if this shipping time is not good for you please call me directly at [redacted] and we can scheduled another shipping time.
Sincerely,
[redacted]
Manager
Dear Mr. [redacted],
I would like to first say thank you very much for placing an
order with Ty Ty Nursery this past season. I am very sorry to hear
that you did receive the wrong merchandise, sometime mistakes and or
mix ups do occur. When they happen we are always more than...
happy to
make them up to you, and I would like to do so first by sending you a
refund check in the amount of $65.00, and then I would like to also
send you the correct merchandise when we begin shipping 10-1-14. I
have set you up for a replacement shipment for your complete order of
black hawk raspberry plants. Again, I do greatly apologize for any
inconvenience caused by the mix-up of product shipment and can assure
you we greatly value you as a customer. If you have any questions,
concerns or need anything further please do not hesitate to reach out
to me, my direct number is 229-518-3062.
Sincerely,
Ryan Phillips
Ms. [redacted],
Thank you very much for ordering from Ty Ty Nursery, we do greatly value as a customer. Our windmill palm trees are sold by measuring in overall height, trunk size is regardless, and why you might receive one that has a larger trunk vs a smaller trunk. The 3-4ft...
one that had a larger trunk is a shorter petiole windmill palm compared to the 4-5ft one that has a longer petiole windmill palm. Windmill palms petioles vary form palm tree to palm tree thus explaining the difference in size of trunk. There is a lot confusion when it comes to palm sizes thus the reason we strictly measure in overall height, meaning once you plant the palm tree in your landscape that is the size it will be, regardless of any other factors, and this is outlined on the shipping tab of all the palm tree product pages.
You are correct that our first response was to ask for pictures, as this our policy it is not to buy time but to simply help in properly diagnosing what is going on with you plants so we can determine the appropriate course of action. It is hard to tell simply by a description if a plant is going through transplant shock or is actually dead. When a plant is shipped their photo-period is severely interrupted and can cause it to shed leaves, when the new leaves form their are adapted to their new photo-period, and this process on palm trees is longer than other plants as they grow at a slower rate. This would explain why you would have been told to give them more time, as it sounds like they were going through transplant shock. We ship quite a few windmill palm trees out annually and never had any just start dying as soon as the customer receives them. The way to tell if your windmill palm is dead and not going through transplant shock is to pull on the center fronds if it slide out then you have "pulled the heart out" and it is dead.
The replacement policy we have is for one year, and I believe there is a little confusion as to the requirements to redeem the replacement. After you submit a Replacement Application with the original order form, we check to make sure two things; first, if the order been within the last 12 months and second were the plants ordered for the proper USDA growing zone, if yes to both of those you are approved. We then ask for you to return the dead plants, same as we do our walk in customers at our brick and mortar store, and to pay for the shipping of the new plants to you (this is calculated by figuring 25% of the plant cost or $20.00 whichever is greater). We do not charge you 25% plus the cost of shipping, we only guarantee the value of the plant material and if shipping is needed then that is a cost covered by the customer.
I do hope I have cleared up any confusion as to your order and our policies, if not just reach out to me and I would be happy to explain further. I would also like to extend to you a completely hassle free 100% free replacement, simply pull on the center fronds if they slide out please let me know and I will have two new ones shipped out right away no questions asked, but if they do not I would ask that you give them more time. It is also worth noting if replacements are sent we do not have any more of the 3-4ft windmill palm trees with the large trunks and short petioles but we only have 3-4ft windmill palms with the shorter trunks and longer petioles. We do greatly appreciate your order with Ty Ty Nursery and I would like to apologize for any inconvenience suffered.
Sincerely,
Ryan Phillips
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,
[redacted]