Complaints

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.

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  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.

  My order to Shrub Hub was place on 5.2.25 in the following amounts $297.00, $87.00, $77.00 and $57.00 for a grand total of $518.00. I had to upload everything about my project PRIOR to meeting with a quote 'Designer.' This was extremely time consuming! I included EVERYTHING from pool blueprints, ***** views, multiple angle photographs and a video of the area! I finally had a virtual meeting with a 'designer' who was NOT on video, could not pull up ANY of the reference material I uploaded, spoke broken English and did not convey with confidence that he knew A. What he was doing and B. Understood what I was asking for even with all the supplemental information I had uploaded. I just received the designs on June 20, 2025 which by the way, you have to keep checking everyday on your own to see if anything has been sent to you because you only have so much time to request changes once they finally email you their output. This was a terrible experience! The designs literally look like they were completed on a Beginner CAD software at best. The design was rudimentary and did not implement ANY of the components I described in the consultation which doesn't surprise me since the man barely spoke English. I expect to receive a FULL REFUND ASAP! I have now wasted two full months and will have to start from scratch interviewing local landscape designers that have competency in this field! I would not recommend this company! The advertisements are extrememly misleading!

  

  Business Response

  Date: 06/26/2025

  Thank you for sharing your experience, and we're very sorry to hear that it did not meet your expectations.

  At ShrubHub, we take this feedback seriously and are committed to improving both our communication and design quality.

  While we regret that your initial experience was frustrating, we would still love the opportunity to revise your design and deliver something that better reflects your vision. Our team will be reaching out promptly to work with you on resolving this matter.

• Initial Complaint

  Date:06/21/2025

  Type:Product Issues
  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 strongly advise others to be cautious when dealing with ShrubHub. Although they advertise a 30-day money-back guarantee, my experience was quite the opposite. After initially intending to spend around $300, I was repeatedly upsold into additional packagesultimately spending close to $2,000 without ever receiving a completed design or even a ********* my 30-day window was approaching with no communication or deliverables from their team, I requested a refund. I was told I was no longer eligible because work had begun, yet no substantial proof or design was ever provided. The only so-called proof of work they eventually sent was an extremely vague and blurry image that lacked any identifiable design elementsit looked more like a placeholder than an actual concept. See attachment. When I questioned the partial refund offer, it was unclear how they calculated it or why I would only be eligible for a fraction back when nothing was ever received.Unfortunately, this has been one of the most frustrating and regrettable service experiences Ive had. Proceed with caution.

  

  Business Response

  Date: 06/26/2025

  Thank you for your feedback, and we're truly sorry to hear about your experience.

  At ShrubHub, we strive to deliver quality service and clear communication, and we regret falling short in your case.

  Wed still love the opportunity to complete your design and improve your experience. Our team will be reaching out to you directly to help resolve this matter.

• Initial Complaint

  Date:05/04/2025

  Type:Product Issues
  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 purchase a $897 premium design package from ************************** for desi of front and backyard I was told it included lighting 3d design blue print plant selection. As soon as I talked to the designer he said lighting is not included first he offer lighting for a additional $190 then when I said ok he immediately ask me to upgrade to an additional $700 for VIP package.i immediately realized I was getting scam. I ask to cancel right away he tried to change my mind . I said please cancel now . He then said some one name ******* will be contacting me . ******* send a chat text message and said $ 700 was needed for the large yard . I simply ask to refund my money asap. Since no refund or communication from them.

  

  Business Response

  Date: 05/20/2025

  Thank you for your feedback. We're truly sorry for any confusion you experienced during the consultation process.
  Please rest assured that your refund has been issued as requested, as your satisfaction is important to us. While additional services like lighting and large yard upgrades are optional, we understand your concerns and acted quickly to resolve the matter.
  We appreciate you giving ShrubHub a try, and were always here if you have any further questions.

• Initial Complaint

  Date:04/20/2025

  Type:Delivery Issues
  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.

  Order date: 04/19/2025 - Order Number: ********O1 and Order Number: ********. I originally purchased Order Number: ******** for $179.28 (this order qualifies for free shipping) and right before confirming the order, a pop up message asking if I want to "add 1 more qty" of one if the plants for an additional 10% off and I accepted and the total showing on the order now was showing $236.63 and all in the same order Number: ********O1. But I received 2 emails confirmations with: Order Number: ********O1 and Order Number: ******** and on 2nd order, they charging $29.95 for shipping and the total $ amount is not the same as the one below, it is $266.58 ($179.28 + $87.30). Both transactions are showing on my credit card. I did not agreed for a 2nd order since all was part of the original order with free shipping. The 2nd order needs to be cancelled and the "pending charges" of $87.30 needs to be removed from my account. Please confirm.ItemQuantityPrice Sunburst St ***** Wort (1.5 Gallon)1$85.00 $59.00 Blue Chinese Wisteria Tree (Quart Container)1$52.00 $36.00 *** **** ****** Cranesbill (Premium 1 Gallon)1$50.00 $35.00 September Charm Anemone (Premium 1 Gallon)1$52.00 $36.00 Sunburst St ***** Wort (1.5 Gallon)1$53.10 Original Price:$292.10 Discount:-$73.00 Sub-Total:$219.10 Tax:$17.53 Shipping (Standard):$0.00 Grand-Total:$236.63

  

  Business Response

  Date: 05/14/2025

  Thank you for your message. Weve reviewed your orders and want to clarify the following:
  Order #******** has been fully refunded as requested.
  Order #******** was processed and delivered, so were unable to issue a refund for that order (total amount =$179.28).
  It seems the additional item promotion created a second order unintentionally. We apologize for any confusion and appreciate your understanding.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  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.

  This business has a 30 day money back guarantee and they are not honoring it. I purchased a design with them. The designer waited to the day before the 30 days ran out to complete the design and never notified me it was finished until after the refund couldnt be honored. He only contacted me to upgrade the plan for additional cost. I advised him that I wanted a refund because the design was nothing like we discussed: he asked for a second chance and they never updated the design. I requested a refund and ******* the customer service manager is refusing to give me a refund and the alternate design. Saying its on hold until its resolved by me accepting a 30 % refund. Never received my design . Additionally the 30 days guarantee doesnt say within 30 days of the purchase. Its a 30 day satisfaction guarantee

  

  Business Response

  Date: 03/03/2025

  Hello *******,

  We are sorry to hear that your experience with us wasn't as expected, however upon checking your order since the package was purchased back in Dec 5th 2024 and the design was provided we can no longer issue a refund since the customer passed the 30 days money back guaranteed.

  Also, we always do our best to provide all out customers with the best experience so we would love to work on the design once again and provide a free revision. 

• Initial Complaint

  Date:02/22/2025

  Type:Sales and Advertising Issues
  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.

  The company advertises they have professionals that understand landscape and the results we got were from someone who knows how to work a tree CAD program, not a plant expert. The growth and size were not taken into account and many would overgrown the area. This is not legitimate and I would like a refund. The design was received on 2/12/2025 and I immediately followed up with my complete displeasure. They refused the refund as it is *********************************** December, but my satisfaction could not be judged until I received the plan.

  

  Business Response

  Date: 02/24/2025

  We regret that the design did not meet your expectations. We understand your concerns regarding the plant sizes and the overall design, and we are genuinely sorry for any frustration this has caused.
  However, as per our refund policy, eligibility for a refund is based on the purchase date. Since your order was placed in December, the 30-day refund window had passed by the time you requested the refund in February. Our policy is in place to ensure that customers have ample time to review the designs, but we also understand that satisfaction can only be fully assessed after receiving the final plan.
  We would like to continue working with you to address the design issues and find a solution that meets your needs. we will reach out to discuss potential adjustments to your design.

• Initial Complaint

  Date:01/31/2025

  Type:Sales and Advertising Issues
  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 a Little Lime Punch Hydrangea on August 24, 2024 for $111.00, totaling to $149 after tax and shipping. It was delayed for weeks, and then months. I never received a tracking order. I requested a refund instead, but by that time I had gotten married and closed the original card I had used. I asked for a refund or a store credit for something in the spring, and I never received a response. I have tried since then and still never received a response.

  

  Business Response

  Date: 02/03/2025

  Hello ******,

  Please accept our apologize for the inconvenience caused, we have issued a full refund as requested, we always go above and beyond to provide all our customers with the best experience

• Initial Complaint

  Date:11/25/2024

  Type:Customer Service Issues
  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 noticed a transaction for $297 from Shrub Hub LLC on August 31st. I recalled viewing a Shrub Hub advertisement on ******** but did NOT make a purchase so I immediately contacted my bank to dispute the charge. My bank temporarily reversed the charge but is currently asking for any correspondence with the merchant such as emails, letters or any other evidence that might support my dispute. However, I am unable to provide any additional information to my bank because I have not received any services or work from Shrub Hub LLC, nor have I had any contact with the company after they charged my card. I also do not have any contract agreement with them, nor have Shrub Hub contacted me to provide services or clarify the transaction. I am formally asking the BBB to assist me in ensuring that Shrub Hub will return my $297, since no services, products or communications were received from them.

  

  Business Response

  Date: 12/02/2024

  Hello *******,

  Thank you for contacting us regarding this matter, We have issued a full refund as requested since you haven't used the service, we always aim to provide all our customer with the best experience and usually chargeback cases make it harder for us to issue refunds, that's why we always advise all our customers to contact us directly to assist them further.

  We wish you the best with your Yard renovation journey.

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  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 purchased a package form the online service company SHRUBHUB for a backyard design, including upgrades for unlimited revisions and 3d renderings. I was told on the telephone and on their website that their service comes with a 30 day Money Back Guarantee.We took our time to upload extensive photos and notes and then did a phone consultation with the designer.Within 3 weeks we recieved a notification that your project was complete. Upon opening the design I was just amazed at how bad the work was. The work was generic, obviously quickly and poorly done. The designer did not follow any of the instructions, in fact the designer did not even work on the correct sections of the yard. He clearly did not even look at the pictures and notes we took time to upload.I realized this was not salveageable and immediatley started the process to end the job and get a refund.The company has given me an endless runaround. They clearly make misleading claims and while boldly showing a "30 DAY MONEY BACK GUARANTEE" everywhere on their site including through the checkout process. When you ask to get your money back they fight and delay you every way they can. It is down right fraud to claim Money Back Guarantees and then fail to actually issue them.This company clearly uses this as a business tactic to sell clients and then refuse to refund clients fees if the client is dissatisfied.These kinds of business practices cannot be allowed to continue.

  

  Business Response

  Date: 12/02/2024

  Hello ****,

  Thank you for reaching out. We sincerely apologize for any inconvenience caused. As per our terms and conditions, since your purchase was made on 09/11/2024 and the design has already been provided, we are only able to offer a partial refund at this time.
  However, we are more than happy to continue working with you on the design to ensure it meets your expectations. Please let us know how we can assist further.

• Initial Complaint

  Date:09/25/2024

  Type:Product Issues
  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.

  On 21st August 2024 I purchased Shrub Hub services for two zones with 30 Day Design Consultations, 3D design Packages, 2 D satellite images 3D walkthough, Lighting plan and irrigation for $1196.00.
  
  On the 29th August 2024 I first met with the Design Consultant Alex Smith who advised me the upgrade to be able to see the 3D Design in full was $3,500.00. I was taken aback at a larger amount to be paid, however she assured me all my design plans, request, vision etc would be implemented by being a VIP.
  
  I am disappointed because the design service provided in the first instance was completely inconsistent to what was discussed and briefed. ShrubHub did not deliver a service as stated. In my attempt to then go through the opportunity to have a second consultation, it was requested by email and notes which were provided within 24hours. The second revision took another 10 days, was completely inappropriate, unworkable and was completely unsatisfactory and did not align with any of the briefing videos, images or notes. They put plans on my neighbours property - I can only work on mine!!
  
  To resolve the problem I request that you refund the VIP Package of $3,500.00 service fee your company has charged, as services have not been delivered as outlined.
  
  Whilst I am not happy with the delivery of the INITIAL package of $1196.00 I understand that ShrubHub have incurred costs and believe this is more than reasonable to cover them.
  
  NSW Fair Trading advice outlines the recourse for a full refund given the service did not meet consumer guarantees legislation, being that it does not match the descriptions, is not of acceptable quality, and is not as briefed.
  
  Further their removal of the designs provided to dashboard during complaint process can be viewed as an illegal act under Australian Consumer Law.
  
  I have had two emails with customer manager Celeste R*** who advised she will confirm a refund but has not replied further.
  
  Please note I am in **** ******** *** ********* ****

  

  Business Response

  Date: 09/30/2024

  We genuinely value your input and want to ensure you have a positive experience with our services.

  
  We would like to offer to revisit the design and assign it to one of our senior designers, who will ensure it meets your expectations. Additionally, a manager will reach out to you shortly to discuss this further and ensure your needs are met.

  
  We  are dedicated to providing you with the best possible experience.

  Customer Answer

  Date: 10/01/2024

  Good Morning

  This has previously been offered, and the results were not satisfactory. Since then, Celeste Rady has offered a refund and we are in the process of finalising that. The refund is $3500 being the VIP 3D package that was paid for ON TOP of the $1196.00 for the two design areas, 2d plan, irrigation plan and lighting plan. So ShrubHub would retain the $1196.00 paid for those plans, and refund the $3500 AUD for the 3D VIP component.

  When that is refunded, I have agreed to withdraw my complaint of services including with NSW Fair Trading and Ombudsman.

  Please note that I contacted Better Business Bureau as I had not received the communications promised from Celeste at the time, however since lodging have had several emails from her and we are both hoping to have this resolved asap.

  Many thanks for your reply

  

  Business Response

  Date: 10/06/2024

  We sincerely apologize for the inconvenience you've experienced regarding your refund request. One of our managers is currently working on it and is awaiting confirmation on which account the refund should be issued to.
  We appreciate your patience in this matter and will keep you updated as soon as we have more information.

  Customer Answer

  Date: 10/07/2024

  Good Morning,

  I couldn't see how to reply without ticking "Do not accept" - thank you, yes I have received confirmation that a refund is in progress and will be received within 10 days. However, your message is saying you are waiting for confirmation of which account to transfer to, which I haven't heard from anyone that this was a question?
  
  Please refund to the credit card that you have on file, that the package fees were originally charged to as discussed with Celeste Rady.

  However, if she is unaware that you are awaiting confirmation of account, perhaps you can't refund to my credit card? If this is the case,please let me know who to contact to provide my bank account details if that is what you require to refund the agreed $3500 AUD.

  Upon receipt of funds, I will be very happy to close this Better Business Bureau complaint file, and appreciate your customer service.

  Sincerely

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