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Business Profile

Greenhouse

Bonnie Plants

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Greenhouse.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/30/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This email regards #*******************.

    Bonnie Plants Lavender Live Edible Aromatic Herb Plant - 4 Pack, 12 - 14 in. Tall Plant, Baking, Teas, Sugars, Jellies.
    which arrive dead
    i place review about the issue
    been in and out of hospital

    Business Response

    Date: 01/02/2025

    We appreciate you bringing this matter to our attention. We received **** *******' emailed claim on ******** ***** ****, at 9:13 am CDT. Our eCommerce customer service representative responded to ****'s claim on ******** ***** ****, at 9:27 am CDT. To verify the validity of emailed claims, it is our company policy to request specific information to confirm the original order, such as the customer's full name, shipping address, photo images of the plants in the condition received, and the original order number, to which our representative requested from ****. On ******** **** at 10:08 am CDT, **** responded, "How can I take photos of something I no longer have." However, she did not provide any other information that would help us confirm her original order. Our customer service representative reached out again to **** on ******** ***, ****, at 8:28 am CDT, ******** ***, ****, at 9:22 am CDT, and ******** ***, at 2:13 pm CDT, to request the order number and shipping address to which **** never responded. Despite the lack of response, our customer service representative is committed to helping **** and ensuring her claim is processed. Our standard plant replacement policy is reasonable and necessary to ensure fair compensation and prevent misuse of our claims process. We will happily resolve this matter for **** if she will provide us with her order number and shipping address.

    Sincerely, 

    Thomas ******
    Bonnie Plants

    Business Response

    Date: 01/08/2025

    We contend that we have provided Better Business Bureau with truthful, accurate, fact-based evidence that our customer service team reached out to **** within less than 20 minutes of her initial claim and that **** responded to our first request for information. Because **** stated that she placed her order through ******, we cannot access their sales database. Only **** can provide the information we need to process her claim. She can take a screenshot of her order from the ****** website or contact their customer service department. Our plant replacement policy, designed with our customers' convenience in mind, is simple and has been well-received. We even decided to make it easier for **** by waiving the photo requirement that supports claims of damaged products during transit. For whatever reason, **** refuses to cooperate with us in verifying her order from ******; unfortunately, there is nothing more we can do to help her. If she decides to come forward with the information we need to process her claim, less the photo requirement, we will expedite compensation to her satisfaction. We ask that the Better Business Bureau consider the facts we provided and our good-faith gesture to resolve this matter.

    Thomas
    Bonnie Plants

    Customer Answer

    Date: 01/16/2025



    Complaint: ********



    I am rejecting this response because: I have provided that information within my complaint from the beginning but here is the information again. 

    Full Name: **** *******

    Order Number - *******************  

    Shipping Address - **** ****** *** **** ***

    ******** ***** ** *****

     

     



    Sincerely,



    **** *******

    Business Response

    Date: 01/16/2025

    Please be informed that Bonnie Plants only has one customer service contact center platform, which **** sent her complaint to. We have already provided the BBB with the transcript of the communication between **** ******* and our eCommerce customer service representative. As noted, **** did not provide any of the requested information to confirm her order, nor did she respond to subsequent requests for a snapshot of her ****** order and shipping address. We want to reassure **** of our unwavering commitment to resolving this issue and compensating her for any losses caused by shipping damage. That process will not change. **** can quickly and easily provide us with the requested information that she claims to have to confirm her order in less time than it takes to rebut our statements regarding this case through the BBB platform. We want nothing more than to resolve this matter for ****. This will be our final response specific to this complaint.

Bonnie Plants is NOT a BBB Accredited Business.

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