Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:04/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
I ordered plants I ordered from them months ago and wanted to add to my collection- I received the box that was insured the arrows telling you which way to open the box were facing in the wrong direction- multiple plants were missing large pots wrapped in brown paper with no plant in it/ to receive diseased plans that you have to prune out of the box is just straight unacceptable and to wipe out half of what Ive grown over the last year is beyond anything I can understand-I have emailed them texted them contacted them every way possible and nobody has responded whatsoever. All I want is what I paid for and thats not a bunch of plants that are half dead. In addition I have to spend an additional $50 on pesticides to try and save some of them however, the damage thats being done is beyond alarming-one plant literally wiped out half of the basket and its only been a few days. I bought four giant bags of soil, a bag of rocks for draining and I know how to garden so I know this is not my fault. Any plant that was left alone and not blended with the new batch is still flourishing. I dont think a flower shop receives $350 orders from one person on a regular basis and to not have the order fulfilled to be missing plantd- the most costly ones and then to find out that the ones received are diseased with slugs and aphids is insane. I just paid someone $350 to kill the plants that Ive been nurturing for months almost a year, I would like what I paid for in the first place I have my receipt. I contacted them immediately about the arrows the missing plants. contacted them several times and nobody will get back to me and I am sorry, but thats a lot of *********** causing damage to plant that were expensive n I want it to be corrected that is fair. Theyre all from here so one batch is amazing n the next batch is diseased? what do I have to do submit pictures and I have my receipt but what else can I do? I know I paid $8 dollars to have insured, but idk how to file
Business Response
Date: 04/30/2025
Our customer service had may contacts with this customer in an effort to accommodate all her complaints. We gave complete store credit for the order, and she reordered more plants at no charge. She was not satisfied with the replacement plants either.
Ultimately, we did a full refund for her of $318.53 on 4.25.25.Initial Complaint
Date:10/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Never received my package/items ordered and was promised a full refund over two weeks ago, and still NO refund receivedBusiness Response
Date: 11/01/2023
on 10.31.23 A full refund was issued and a receipt was sent to the customer.Initial Complaint
Date:10/29/2023
Type:Status:ResolvedMore info
Complaint statuses
- 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.
9/18/2023 placed ONLINE order ****** w/MountainCrestGardens ***************, ca-3 *****s total $27.71 .Received *****s 9/21 but Tri-Color **** badly "burned" streaks and dots on most pads.Green and &.sm spot pink- online pix all show 3 colors in vertical stripes. Reported w/pix.Out of stock Replacement w/.new order#******..Oct 16 replacement order ****** shipped/recv new 10/18 - still not 3 colors only white and green. Emailed & v/m that still no TRI Colors as shown online-and ad shows up everytime I open a new browser. Yes I was agitated, and frustrated - my words on v/m and email. Thu, Oct 19 at 8:39 AM I receive email = by mistake - where CS S wrote:Mountain Crest Gardens <*******************************>To:******************************* Thu, Oct 19 at 8:39 AM ******-received replacement, but received another green and white **** ***** (it didn't have enough pink, she's mad it's "not tri-color)/ then I get:Mountain Crest Gardens <*******************************>To:******************************* Thu, Oct 19 at 8:40 AM Hi *****,I apologize for the previous email. I was attempting to make a note on the content of your voicemail so we would have a reference when returning your call. Please ignore the message.Thank you,--S Customer Support Specialist @ ********************** Email: ******************************* Phone: ************ Office Hours: M-F | 7AM - 3:30PM PT On Thu, Oct 19, 2023, at 03:38 PM, Mountain Crest Gardens <*******************************> wrote:******-received replacement, but received another green and white **** ***** (it didn't have enough pink, she's mad it's "not tri-color) A week ago I left a 2 star review on ******* most of it got cut off - All I want is the tri color **** that shows 3 colors - it's a gift for someone who lost her tri color thru a move - and I promised to find one. what happened to "what you see online" will be what you buy. Just want a real tri color **** for her Nov BD-promise NEVER to order again. S dishonest in word changeBusiness Response
Date: 10/31/2023
We will ship replacements today. I will personally make sure the colors are correct. The tricolor can be just two colors this time of year, but we also have a variegated **** that has 3 colors. I will send 2 replacements. We apologize for all the misunderstanding.
****,
General Manager
Mountain Crest Gardens
Customer Answer
Date: 11/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.Nov, 1-2023 When I went down to the gate this a.m. found an overnite box outside the gate from **** at MCG - inside 4 amazing potted *****s - the tricolor **** ***** sticks have been changed to Cassula ovata f. variegata - **** wrote personal note -( much appreciated after "S" treatment) - that she couldn't decide which tri **** was best so sent me 3 - plus a bonus colorful Aeonivm - and a care booklet - that would be a help to any shipment - **** helped me keep my promise to my friend - I'll keep mine and not order again - Thank you **** -
Initial Complaint
Date:04/21/2023
Type:Status:ResolvedMore info
Complaint statuses
- 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.
On 4/12/23 I ordered a 9 pack succulent sampler online from Mountain crest Gardens. I also received a confirmation for my order that same day. The company only ships plants on Mondays/ Tuesdays so I received my package today. Not one plant was in the sampler number I chose! I contacted **************** by text and received a reply from ******* that I did receive the correct product and that they have PLEASE NOTE: colors and varieties will be similar but may vary depending on the season. Not only were any of the nine in my order, but they still have the sampler set I ordered on their website for others to purchase. I do have my my confirmation, text and photos of what the ordered and what I received, it wont let me send.Business Response
Date: 05/12/2023
Hello,
As customer service explained to the customer, photos are sample only. Like varieties may be shipped.
However, as the customer is obviously still dissatisfied with the plants, I have issued a full refund for the plants and shipping as of today 5.12.23.
*************************Customer Answer
Date: 05/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
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