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:06/08/2023

  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.

  06 01 23 paid $297 for design of front and back yards+ 2 additional charges for plans and unlimited revisions. On 06 08 23 I had an initial consultation with the project manager and after a 20 minute call was informed that it would be an additional $600 for the basic package or $1000 for the vip package to complete my yard within the scope that was previously purchased. This was due to my yard being too big at 1/4 acre, and was offered at a deal of 1/4 the usual price because I didnt need any designs for the front yard as previously purchased. *** requested a refund from the project manager for the full amount within an hour of the initial consultation and the project manager is not accommodating.

  

  Business Response

  Date: 08/24/2023

  Customer was fully refunded

• Initial Complaint

  Date:06/04/2023

  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 wife and I signed up for Shrub Hub design services on March 25, 2023. We were a little hesitant about using an online service for designing our yard, but decided to move forward because the website stated that there was a "Money Back Guarantee" and that they are "so confident in the 3D landscape designs we create that we offer all our clients a 30 day guarantee". We submitted photos and plant lists as suggested by Shrub Hub and had our initial consultation with the Shrub Hub project manager on April 11th. In that consultation, we further described what we wanted in our design and also asked about the money back guarantee since that was an important consideration for us. Our project manager assured us that we would be eligible for a full refund if we were not satisfied for any reason and did not refer us to any written policy. I questioned him a second time to make sure I understood correctly and he confirmed. We received our design on April 28th and were disappointed to see that the design did not reflect the photos and plant lists we submitted and the ideas we discussed with our project manager at all. Because it was clear to us that Shrub Hub's project manager did not listen to our direction or it was not communicated to the designer, we decided not to waste any more of our time or Shrub Hub's. We immediately submitted a request for a refund on the same day we received the design - April 28th. But because that day was more than 30 days after the initial payment, Shrub Hub informed us that we are not eligible for a refund. How are you supposed to know if you are satisfied until you see the design? I've corresponded with Shrub Hub a few times since and requested a full refund, They've offered us a partial refund but we were clearly told that we could get a full refund if we were not satisfied for any reason. We have hired a local landscape architect and are not using anything Shrub Hub provided.

• Initial Complaint

  Date:06/01/2023

  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 paid for a service with Shrub Hub to help me make a yard plan in early April of this year. On April 17th, 2023 I had a phone call with Shrub Hub to discuss my plans. In the call I stated that I would like most of the grass removed and instead add drought resistant- trees and plants. During the call, the person I was speaking with was distracted- it was loud and I could hardly hear him. I received my 3D renderings a few weeks ago. When I looked at the plans, I noticed that what I had asked for was ignored. Only two small sections of grass had been removed in the front of the yard along the driveway. I reached out to the designer and told him I was unhappy with the plans. He told me to schedule a call with the plant consultant and completely ignored my statement. I contacted the main Shrub Hub number to inform them I was displeased with the service and that the designer was not listening to me. They told me the designer would reach out to me within 24 hours to correct the issue. I did not hear from the designer until the next week- about 3 days later. In the meantime, I decided to request a refund. The lady I spoke with told me she was pass that on to the designer and he would process the refund. During the next week, I emailed several times to check on my refund but received limited communication. On Tuesday this week, I received another email from a manager at ShrubHub. She informed me that she would not issue me a full refund because we were outside of the ******************************************* another 3D rendering. I asked to schedule a phone call on Tuesday, May 30th. On Wednesday, May 31, I received an email saying she would call me on that day at 3 pm PST. I emailed confirmation that this would work for me. I waited yesterday for my phone call, but did not receive a call. I am requesting a full refund due to communciation issues- I do not feel what I initially requested was delivered and it has been a frustrating experience working with Shrub Hub.

  

  Business Response

  Date: 08/24/2023

  Hello BBB Team.
  
  We have checked and seems like the order was purchased in April 2023, we have provided 2 designs as requested, and as per the terms and conditions if the design was provided and the customer passed the 30 days money back guaranteed they are not eligible for a refund.  

• Initial Complaint

  Date:05/31/2023

  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.

  Date of the transaction: 3/22/2023 The amount of money paid to the business: $991 What the business committed to provide to you: a complete, high quality, 3D design of my side yards, backyards, and front yard What is the nature of the dispute: we request a FULL refund of $991 because 1/ Shrubhub failed to deliver the purchased product (the landscape design) until 5/18/2023, which significantly exceeds the expected delivery time ********/ the delivered product does not meet the standards of a finished product, as it lacks the promised quality and fails to incorporate the inputs we provided throughout the process. 3/ the delivered design was incomplete, e.g. the left side yard was not completed. Whether or not the business has tried to resolve the problem: despite making numerous attempts to reach out to Shrubhub and resolve the issue in a friendly manner, my efforts have proven fruitless. Shrubhub order #: ********

  

  Business Response

  Date: 08/24/2023

  Hello BBB Team.
  
  We have checked and seems like the order was purchased in March 2023, we have provided the design as requested, and as per the terms and conditions if the design was provided and the customer passed the 30 days money back guaranteed they are not eligible for a refund.  

• Initial Complaint

  Date:05/25/2023

  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.

  We purchased the shrubhub package hoping to have our front porch and backyard design. They claim to have money back guarantee we did all that was required to qualify, and they just ignored the emails from day 2 we wanted refund. It was clear after doing our first appointment with their design team we were not going to get the result we wanted, and their designer said we would need to pay an additional $1200+ Bait and switch scam. Nowhere on the site, or checkout does it say this. It does however say there is a 30 day money back everywhere!!Only after you have checked out, and paid for their services do they then disclose in very small print in your 'CONFIRMATION' EMAIL that bigger areas require higher fees. ONLY after they have captured the funds do they say that. ONLY after they have locked you into a fake money back guarantee. Then after requesting refund they ignored calls and email requests to discuss the refund. I attempted a chargeback, they won saying their terms say no refund. It only says that if we didn't do the consultations or provide images which we did... They lied to discover dispute team, and it is a shameful business I hope many others stand up.

  

  Business Response

  Date: 08/24/2023

  Customer was fully refunded as they also filed a chargeback case.

• Initial Complaint

  Date:05/23/2023

  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 one-time backyard design plan on March 29, 2023 for $237 and added on a feature allowing me unlimited revisions for one month for an additional $87. The day of the phone consult, April 17, 2023, the company charged me an additional $100 they said was due to the size of the property. Per their policy, I should have had my plan within ***** business days. I contacted them twice during this time period. After the 21 business day, I requested a refund via the Chat feature on their website with the Project Manager, *************************. He promised to escalate the concern to management on May 17th. I did not hear from anyone in the company. So, on May 23rd, I emailed my request for a refund. Again, I was told my case would be escalated to management. I am seeking a refund in the amount of $424. Thank you for your assistance.

  

  Business Response

  Date: 08/24/2023

  Hello BBB Team.
  
  We have checked and seems like the order was purchased in March 2023, we have provided the design as requested, and as per the terms and conditions if the design was provided and the customer passed the 30 days money back guaranteed they are not eligible for a refund.  

• Initial Complaint

  Date:05/16/2023

  Type:Sales and Advertising Issues
  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.

  I first learned of shrub hub as a ******** advertisement. I clicked the link and added all of the things that I wanted in my front and backyard for 70% off. I wasnt worried because there was a 30 day moneyback guarantee I submitted my request and was charged $300 Immediately I was up charged $85 for my yard size which was small. The next up charge was $80 so that I could review for 30 days any designs they created the 30 days starts when you make your order not when you see the designs, it took over two weeks to get scheduled for a consultation. On the day of my consultation, my project manager advised me she had a family crisis and had to reschedule my consult. Before my consultation could be rescheduled I requested a refund. This business is all online and I was told through email that the managers would contact me within 48 hours. This never happened. I never received a Design Shrubhub simply stop responding to my emails. Appropriate amount of time. I contacted my credit card company. Two days later shrub have contacted me to say they had approved my refund days earlier but hadnt been able to get back to me. This was their first response they said because I contacted my credit card company their policy was they could do nothing to give me a refund. The only way I will get a refund is through my credit card company clawing back the $485. They advertised a 70% reduction in design costs and a 30 day back guarantee both of these were false advertisements. I originally asked for a refund April 9, 2023 and I still dont have my money back.

  

  Business Response

  Date: 08/24/2023

  Customer was filly refunded in April.

  Customer Answer

  Date: 08/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  *************************
  
   
  

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  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.

  My first initial consultation was scheduled for March 21, 2023. Prior to this appointment I sent over ************************* addition to 30 inspiration pictures; some of which included actual landscaping designs I liked. After coordinating budget and plans, I was informed the deal they were offering at the time would only cover around **** square feet. According to the measurements taken by my consultant that would only include my small front yard. Given that my yard square footage isnt that large it didnt make sense to me that that entire area was calculated to be **** square feet but I agreed anyway to at least have plans made. My original order before the consult included the 3D design package which included 2 areas (they only gave me one) for $297, the 2D satellite design for $57, and the 30 day revisions for $67. After the consultation ******************** then ADDED another $50 for ADDITIONAL YARD SPACE despite me asking for only front yard because of the square footage. I have reached out to her 4 times since our initial consultation. The last time she said she received the initial drawings but was not happy with them. She wanted to revise them and then send them to me the following day. That was last week, 4/30/23. I am very unhappy and would like a full refund. I have yet to receive any plans or images for my design.

• Initial Complaint

  Date:05/05/2023

  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.

  We bought a 3D design ************ design revision from Shrubhub on February 2023. We had 1 phone consultation with them & got an initial design that did not follow our instructions as stated below:Wed like to have a modern/Tradional elevated low maintenance yard incorporating existing ******************* Lets also plan for a hot tub at the nook space left of the house where the grill is (see video). See other discussion in chat.We requested Shrubhub designers to talk to us directly by phone to revise the original design to avoid any misinterpretations. They declined. We asked where in the package does it state that a phone call conversation is not allowed or not part of either with the 3D design or 3D revision package. ******* the case manager replied its not stated anywhere but expects us to read between the lines or get a hint that a consultation package had to be purchased to keep talking to them by phone. We replied that that was not disclosed. With pre-purchased a 3D 30-day revision, we sent them additional photos & more specific verbiage via chat which they insist we use. Even with new pics & detailed instructions, not one (1) design followed our specific instructions & are not useable for our contractor to follow I.e. Specifically the location of the hot-tub, the trees along the perimeter & among other things. Tried several times, because of design issues, we requested a full refund. They claim we missed the 30-day window & not eligible for a refund even though we bought an extra 30-day revision package. Because of incompetent communication & undisclosed & undocumented 1 phone call policy we feel weve been misled & taken advantaged off. We were offered us a 35% refund. We replied well take 45% just to part in peace even though we cannot use ANY of their design. We did not get a reply back. We are now reporting this case to BBB to get a FULL refund since we cannot use any of the designs delivered & their undisclosed communication policies.

  

  Business Response

  Date: 08/24/2023

  Hello BBB Team,

  The customer was fully refunded in March 2023

• Initial Complaint

  Date:05/04/2023

  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.

  I initially ordered shrub hub on 2/11/23 for $*** for a full landscape design. When I had a phone consultation on 3/31/23, the shrub hub representative informed me that what I paid for would only the amount of a single garden bed and that my yard would be several thousands more. I asked for a refund and he said I would lose my $*** and that he would give me a 'deal' for my entire yard. I explained I only needed specific areas and he said that he would do the entire yard for $**** more. He was eager to charge me another $**** and did so because the payment was somehow set up as recurrent. Still hopeful, I waited for the design. He stated that he has 15-30 days to complete a design. I asked a couple times for an ETA and he stated that it would be done within 30 days. On day 31, I received the drawing and it was a complete misrepresentation. My yard was completely out of scale. None of the drawings represented my actual yard. Additionally, they did not address the 3 main areas that I stressed were the main focus. I asked for a refund and it turns out you can only get refunded up to date 30. Again, I was at day 31. Upon looking at the BBB complaints, this is clearly the MO of this company. They said that they have 30 days to replan, however, the drawing was so beyond elementary and bizarre. I live in a normal neighborhood with an hoa and they put a basketball court, sand horseshoe pit, fire pit and putting green in my back yard. Mind you, I already have a large pool that takes up a third of the yard and my entire property is 1/2 acre (with a large house). It's very clear that they don't have the capability to do a professional landscape design as advertised. Again, the reviews and BBB comments speak for themself. Unfortunately, I was duped by the nice website and Facebook comments that were clearly not true. This is an absolute scam of a website and they have taken advantage of me.

  

  Business Response

  Date: 08/24/2023

  Customer filed a chargeback case and lost it, also they purchased the package in Feb. 2023 and the design was provided. so we can no longer issue a refund.

  

  Business Response

  Date: 08/25/2023

  Hello BBB Team,

   

  We have investigated the customer's order and as per the records, the customer purchased on Feb 2023, however we would love to work on the design once again and assign it to one of our best designers in order to improve their experience with us as our number one priority is our customers satisfaction.

  However we can no longer issue a refund as the customer filled a chargeback case and lost it so no refunds can be issued at this time.

  Customer Answer

  Date: 08/31/2023

  
  Dear Ms. ********* and BBB Team, 

  Thank you for the prompt response and efforts in addressing my concerns. I'd like to provide additional context and offer a counter perspective to ShrubHub's proposed resolution.

  While I acknowledge ShrubHub’s willingness to rework the design using their best designers to improve my experience, I must reiterate the primary issue that has led to this dispute. The design originally provided did not meet the specifications and expectations I had clearly communicated, and fell significantly short of industry standards.
  
  I'm puzzled by the statement that a chargeback case initiated by me would preclude the possibility of a refund. The chargeback process is designed to protect consumers in cases of unsatisfactory service or unauthorized transactions. My decision to file a chargeback was a direct result of the subpar service I received and the lack of responsiveness to my concerns. It is essential to note that the chargeback process itself speaks to the dissatisfaction I experienced, and the outcome of the case should not be used as grounds to deny a rightful resolution.
  
  In light of these circumstances, I believe that the most equitable solution would be a fair and just refund for the service that did not meet the promised standards.
  
  I kindly request the BBB''s continued involvement in mediating this situation. I look forward to your guidance in achieving a satisfactory resolution.