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:05/01/2023

  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.

  Hello, I paid ShrubHub for an outdoor landscaping design back in March. I never received the design and they are now refusing to give me a refund. I tried continuously to call and they refuse to connect me to a manager. I uploaded the entire conversation between myself and my "project Manager" *****. As you can see this is an ongoing issue that I have no been able to resolve.

  

  Business Response

  Date: 08/24/2023

  Customer was fully refunded in March

• Initial Complaint

  Date:04/17/2023

  Type:Order 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 Feb 13th we signed up for Shrub Hub with unlimited revisions for a 30 day period of time for the front and back yard, we paid $468. After an initial phone call, the price was doubled based on what they said was the size of our ***************** plans for total of $968. We uploaded pictures of our pool that was being installed with landscape illustration that we shared "we did not like" (see attachments we provided to them) We mentioned the modern country, river *********** of color. It took nearly a month from when we initially paid to get our plans & they were laughable at best. They basically took our current illustration we provided and just outlined our backyard with bushes (no color at all) and enclosed our front yard with a square of bushes. They left all of our yard still grass and really did NOTHING. When we logged into to see, we had an option to schedule our revision but no times were available until April 13th. So much for the unlimited revisions we were offered in 30 days, they make it impossible for that to even be a benefit and we were charged for it. Our project manager agreed that the designer did not take our input into consideration, she agreed that it was busy time of year and appointments are backed up. Regardless, we meet with our landscaper tomorrow morning and have no design to provide him. We now have to pay for his design service if we want a yard before summer. Our project manager said based on contract they can only offer 15%, I wanted to be respectful of their time and the fact I just made a bad decisions using an online service and asked for meeting in middle o 50% refund, She just came back after meeting with manager and said best they could offer is a 20% refund, Now that I am reviewing all these complaints, others were initially offered 30% or 50% and most actually received full refunds, why was I not offered the same? I want a FULL refund in good faith as they used misleading practices and did not deliver as advertised.

  

  Business Response

  Date: 08/24/2023

  Customer was fully refunded in May

• Initial Complaint

  Date:04/09/2023

  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.

  I placed the order and then received messages that I had purchased a basic package and that everything else would be extra. From the website, I thought I would get a detailed design with changes etc included. However, what came after I placed the order seemed to be something else. Seeing that the purchased service was not what is advertised, I cancelled the order at once, within five minutes of placing the order. I got nothing, I sent them nothing. The order was never started. I am unhappy that what you sold me was not what is advertised, hence I was tricked. I want my money back.Very unhappy that despite four messages with Ms. ******************** she refuses to cancel the order and refund the charge.

  

  Business Response

  Date: 08/24/2023

  Customer was fully refunded in April

• Initial Complaint

  Date:12/15/2022

  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.

  We signed up for the service very hopeful. The rendering was nice, but not what we asked for and they didn't include the fence that we told them we had put in. I got the 30 day unlimited revision package (which I had to pay for), but they never emailed back with new plans and they are not available on my account either. I have emailed multiple times for a refund and they keep telling me they will send it up to a manager....nothing is happening. I called today and they said the same-they will elevate it to a manager. I just want my money back. The customer service agent is very apologetic, but the issue is not getting resolved.

  

  Business Response

  Date: 12/27/2022

  Hello ******,

   

  We are truly sorry for the inconvenience caused, however a manager tried contacting you on Dec 17th within 24 hour from requesting the refund.

   

  We still would love to work on your project and get your revision note and provide you with the design you wish for, We will have a manger contacting you again regarding this matter.

   

  Please note that our customers satisfaction is our main priority 

• Initial Complaint

  Date:12/08/2022

  Type:Product 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.

  On November 7, I purchased a 3-d landscape design package for $297, a 30 day revision period for $67 and $57 for 2d satellite design. I am requesting a full refund.On November 11 I had a one hour conference call with the project manager and she said she had all info she needed. I uploaded plat, sketches of our addition, more than 12 photos of existing yard and a detailed request and summary of the key parts of our interests and discussion. I was told in three weeks the plans would be sent to us. I was told and the website advertisements say a detailed shopping list, plant list and sketches would be provided. On December 6 I had still not heard from the company and checked in. Later that day I was sent a set of drawings. The drawings are not usable and very out of proportion for our plot. There were no foundation plantings given around our new building addition, for example, which as highlighted in the conversation and the info submitted was one of the requests. The sketches involved only six plants placed in front and back in pretty much a curved line. The house coloring used was not ours so there seemed to be little connection to what was requested and what was delivered. I have already contacted the company twice and requested a full refund. They told me the project manager no longer works for them. First, they offered a 30 percent refund or a design revision. I told them I have no confidence in their company given the poor quality of what was delivered and request a full refund. I do . They then said they would offer a 50 percent refund since according to their terms and conditions if they deliver a design there is only a partial refund and they must pay the designer for hours worked.This is not acceptable to me. Sending an amateur sketch of six plants and saying it fulfilled order is deceptive marketing and busi.terms in my view. I request a full refund and that the BBB look into the companys website and contract mechanisms for irregularities. Thanks.

  

  Business Response

  Date: 12/27/2022

  Hello 

   

  We have issued your refund as requested.

  Customer Answer

  Date: 01/03/2023

  
  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,
  
  S.
  
   
  

• Initial Complaint

  Date:10/21/2022

  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.

  Shrubhub services and communication leaves a lot to be desired. I place an order for 3D Design package with 4 additional upsells for **************************** Unlimited Consultations and Oasis Lightening on 9/7. After waiting 30 days, I receive my lackluster design on 10/7. I couldn't believe that the design that took a month to create was so basic, not scaled or functional. It was something that I could have done myself. It seemed that the designer was more focused on the flowers and plants but not so concerned with the hardscapes and functionality of the design. Needless to say I was very disappointed.After contacting the design team on 10/7 about my disappointment, I received an email from the project manager two days later stating that she would send my project back for revision. That same day, I responded to the ** with additional inspiration pictures and a itemized list of my wants which was discussed with the designer. I also asked if I could have someone else design my project because the one that delivered the basic design and took a whole month to do it did not instill confidence in **** had multiple email communications with the design team and the **. On 10/15 my ** told me the design should be ready mid next week. I waited (still am) and reached out to her on the end of the targeted week to see where the revision was but no response.Well here we are with October almost coming to a close and the ** only responded to me via their chat, making promises that she can't keep (especially since she stated that the designer has not contacted her) am feeling that my investment is being tied up without the services.I paid over $550, not including tax and when I asked my ** for a refund she said that she could give me a partial refund of 30%. This seems unsavory to me to be given $167 and the keep $388 for wasting my time and leading me on. I am so disappointed in this company and want a full refund and the email solications for buying extra stuff to stop.

  

  Business Response

  Date: 01/18/2023

  Hello,

   

  Please accept our apology for the inconvenience caused, our number one priority we have issued a full refund as requested.

• Initial Complaint

  Date:10/10/2022

  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.

  I purchased the 3d package $267 with the additional 3d revisions $68 on Aug 14th. The consultant called me on Aug 24th. 10 days later. The refund policy is 30 days. On Sept 2 I received my log in information. I asked for the time line of the process on Sept 4. I was told I would get my first design 15 days from the consultation. That was Sept 8. Sept 15 I emailed for an update. Sept 16 I was told my design was in review. Sept 18 I see the design for the first time. 35 days later which was after the 30 day refund policy I received a design to relandscape my whole yard, front and back. The water feature would have taken the entire budget. Why did they even ask for a budget? The materials and design for the front yard was not typical for mid-west. I asked for curb appeal and the design was anything but. I replied back with the issues with the design and was told they would rework the design. Sept 25 I asked about the revised plan. No reply. Sept 26 I asked to speak to the manager. I was offered a consultation to discuss the plan. I asked for a full refund breaking out every step of the process that wasnt followed and the intentional way they delayed a response past the 30 refund deadline. Now they are offering me 30% of total spent. Texts go back and forth in to October, they will escalate to a manager. I get generic emails saying they are sorry for my experience and someone will get back to me. It is Oct 10 and the manager is saying they need to pay their designer. Any company that doesnt deliver on their promise should be delivering a full refund.

  

  Business Response

  Date: 10/14/2022

  Hello ******,

   

  Please accept our apologies for the inconvenience caused, our number one priority is our customers satisfaction.

   

  We have investigated your order and as an apology we would love to offer you a 50% refund for the delay caused also, we still would love to improve your experience with us and provide you with a new design.

  One of our managers will be following up with you to see how we can provide you with the design you wish for or provide you with the 50% refund.

   

  Please note that since we provided the service already, as per the terms and conditions, we can only provide a partial refund within 30 days please check the following link (https://www.shrubhub.com/terms.php)

  Customer Answer

  Date: 10/17/2022

  
  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:10/02/2022

  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.

  In October of 2021, I contacted Shrubhub. I posted images of the house as well as ideas for our front and backyard on the website. I make it very clear what we like and dislike. I made it clear that we did not desire a flowery landscape. The results took a month and a half to arrive, instead of the 2 week promised. When we received the results, the design was full of flowers, and we did not like the front yard design at all. We paid for extra time so that we could review revisions of the plans with the designer (*********************). She never responded to my chat, and when we were eventually able to reach her and organize a meeting, she canceled at the last minute and never answered again. She finally responded in May 5th 2022, after several attempts. We were able to meet and discuss the adjustments we desired. I requested the changed design four months ago, and I still haven't received it, nor has she followed up with us. It's been a really poor service, and the worst part is that there's no means to contact the firm to complain. I filed a complaint to BBB. Ms. ***** replied and stated that there was a computer glitch and that she would have the design ready in a couple of days. More than 15 days have passed, and I still have not gotten the design.

  

  Business Response

  Date: 10/06/2022

  Hello,

   

  Please accept our apologies for the inconvenience caused, we have issued a full refund as an apology for the delay caused.

   

  Our number one priority is your satisfaction, and thank you for your feedback as it will help us improving.

• Initial Complaint

  Date:09/12/2022

  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.

  Just like the other complaints, I purchased a design package and already was upcharged for choosing the 30-day revision package to the design. As recommended, I uploaded pictures and plots of the backyard. On Aug. 5th, I had a consultation and I was told that the yard was larger than they normally work with so I was upcharged again. Though it was interesting that the order confirmation said that I was charged for a 3-D package which I didn't sign up for. I have followed up twice with the project manager, once on Aug. 25th in which she said I would have the design in a few subsequent days. Then I followed up again on Sept. 10th and I still have no design. This appears to be a scam and I want a full refund.

  

  Business Response

  Date: 09/12/2022

  Hello Narith,

   

  Please accept or apology that you experience wasn't as expected.

  At ShurbHub our number one priority is your satisfaction, Regarding having the 3D added without signing up for it, please note that we only offer 3D designs.

   

  The 30 days revision package is highly recommended however, it is optional, and designs usually take 15 to 25 days to be uploaded.

   

  We have checked your account and your design was already uploaded, we would love to have your 30 days revisions starts from Today as an apology for the inconvenience caused.

   

• Initial Complaint

  Date:09/09/2022

  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.

  In October of 2021, I contacted Shrubhub. I posted images of the house as well as ideas for our front and backyard on the website. I make it very clear what we like and dislike. I made it clear that we did not desire a flowery landscape. The results took a month and a half to arrive, instead of the 2 week promised. When we received the results, the design was full of flowers, and we did not like the front yard design at all. We paid for extra time so that we could review revisions of the planswith the designer (*********************). She never responded to my chat, and when we were eventually able to reach her and organize a meeting, she canceled at the last minute and never answered again. She finally responded in May 5th2022, after several attempts. We were able to meet and discuss the adjustments we desired. I requested the changed design four months ago, and I still haven't received it, nor has she followed up with us. It's been a really poor service, and the worst part is that there's no means to contact the firm to complain.

  

  Business Response

  Date: 09/12/2022

  Hello ****,

   

  Please accept our apologies for the inconvenience caused and that your experience wasn't as expected, Our customers satisfaction is all what we want.

   

  We still would love to work on your design and have it uploaded in a timely manner to improve your experience with us, as your satisfaction is our number one priority.

   

  Looking forward to hearing from you!