We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Gardening

Shrub Hub
BBB accredited business seal
BBB Accredited BusinessNRRated by BBB

Complaints

Customer Complaints Summary

  • 107 total complaints in the last 3 years.
  • 20 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/12/2022

    Type:Order 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.
    Signed up for Shrubhub's (on-line) design service Jun 15. Cost: $334.00. $267 for 3D Design package plus $67 for 30 Day Revisions. I uploaded information as requested:7 photos, 2 videos, 6 inspiration photos, project description and key points for desired design. First phone consult cancelled same day within hour of call due to "an emergency" by Shrubhub. Rescheduled call. Jun 24:Phone consult with "designer", ********************* who was 15 minutes late to call said due "technical difficulties". Call was 15 minutes *** to review project. Jun 29: I sent message asking when I would receive the design. Rec'vd reply from *** that the design would be ready following week. Jul 4: Received message from *** they needed an overhead view of the yard. Jul 12: I sent them additional image and sketch. Jul 21: I followed up again asking for project status since nothing received. Jul 21: Rec'vd message from ***************************** that *** was out of the office until the next week. I sent reply of concern with delays and lack of service. No response. Jul 26: I sent message stating timeline/delays and concerns, asked for my money back. No response. Jul 27: *** sent message apologizing for delays and that design was just uploaded. Design was unusable, amateur, such poor quality and looked like my existing yard with square pavers added down center of yard. I sent message it was unacceptable & requested refund. *** replied a refund would take longer than a revision and a revision would be "way better" than what she sent. I declined, advised I wanted a refund as no confidence in their service. *** replied "understandable" and told me a manager would be in touch. 7/27: *********************** (manager) advised I could receive 30% refund or revision. 7/28: Sent ******* message about new service questions and design quality. No response. 8/1: I sent ******* email outlining all my issues from beginning and requested reply. 8/2: ******* offered 50% refund or revision. I need 100% refund at this point.

    Business Response

    Date: 08/15/2022

    Hello 

     

    We are truly sorry that your experience with us wasn't as expected.

     

    Our number one priority is our customer's satisfaction, so we have issued a full refund as requested with an apology.

     

    We also appreciate your feedback as it will help us improving our service.

  • Initial Complaint

    Date:07/29/2022

    Type:Service or Repair 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.
    Bait and Switch. The company offered a price for a front and backyard design and then sold some up charges (I.e. unlimited design revisions) only to upcharge almost 100% of the original price at the consultation. I had to spend 30 minutes talking about my design needs only to be told it would be $250 more than the original price that I was quoted. How disingenuous and you wasted 30 minutes of my time. I expect a full refund off my fee plus the two upcharges I paid for.

    Business Response

    Date: 08/08/2022

    Hello Everyone,

     

    Please accept our apologies for the inconvenience caused, however, for extra large yards there might be extra charges, which we mention in the purchase confirmation email.

     

    We have issued a full refund as requested.

     

    Once again we are sorry for the inconvenience, our number one priority is our customer's satisfaction.  

Shrub Hub is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.