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:05/27/2025

  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 a medium indoor farmstand (with lights) and a dolly with a seedling pack. I dropped $1302.20 on March 13th, 2025. The shipping to me was fine, but their return policy is deceiving. This business takes over 2 weeks to process a return label and does not have responsive customer service. When you request a return, they do not provide all the necessary information to expedite the return process. Each customer service reply takes over 2-3 business days, where the representative continues to promise a return label in 1-2 business days with extra questions, but never sends it. They proceed to ask follow-up questions to drag out the process instead of putting all the necessary questions out at once on purpose until you are out of the return window. I started my return at the 60-day ***** and their online form says you can return up to 90 days. I am now 12 days into this plea for my 3 return labels. I have asked them for a manager escalation, but it's no help. They ship separate packages for the farm stand and the lights, even if you buy the indoor version. When they do this, it causes the customer to not only pay $60 for return shipping for the farmstand but also another $25 for the separate lights. This company needs to have better than 2-day replies and a phone number for people to call. If I don't get a label, I will be filing a full credit card dispute with the email chain. In their replies, they state it will take 4 weeks to process my return with potential extra fees. I want to warn other customers about my experience because their return policy is deceitful and strenuous. Please state directly what the fees could be. Don't promise a label in 1-2 days if you are never going to send it. I just want to return my perfectly good farmstand, lights, and ***** because it's too large for my household needs.

• Initial Complaint

  Date:06/26/2024

  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 am a current customer since December 2023 and want to purchase an order for new seedlings. The portal does not work to take a credit card payment and numerous attempts to receive a call back, per their instructions for on- line communication with their forms- leads to no response. In 2023 and early 2024, they responded via text, phone and email. Now- nothing works to get a response. Is this company still in business? I love the farmhand and the concept- but there is literally NO customer response anymore! Please explain what is going on. Thank you, ******************************* ************

  Business Response

  Date: 07/19/2024

  Hello,

  We hope this message finds you well.

  We are reaching out to confirm the resolution of the complaint you filed with the Better Business Bureau on June 24th. We understand that experiencing issues can be frustrating, and we appreciate your patience as we worked to resolve the matter promptly.
  

  Our records indicate that your concern was addressed and resolved within 36 hours of your initial contact. We strive to provide not only swift responses but also effective solutions to ensure our customers' satisfaction.
  

  We understand the importance of swift and effective communication, which is why we are committed to continuously improving our email support services. Our goal is to excel in providing you with the best possible experience, and as part of this commitment, we have streamlined our communication channels to focus on email correspondence.
  

  Please rest assured that we take your feedback seriously and it is instrumental in helping us enhance our services. Thank you for bringing this matter to our attention, and for allowing us the opportunity to make things right!
  

  Warm regards,
  The Lettuce Grow Team

• Initial Complaint

  Date:02/06/2024

  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.

  We were given the farmstand with a glow ring as a present in November 2023. We quickly realized that the glow ring, which is the halo shaped light that stimulates artificial sunlight, was the wrong light for this farmstand. We immediately called the company and were sent to Voice Mail well over 10 times. Once we called and pretended to want to purchase another farmstand we were actually able to speak to someone. When we let them know the problem that we were having, they said that we should be able to exchange the glow ring that we have for the proper glow ring for this farm stand. we were told that we would get a phone call back promptly but we never received a phone call at all. We called about 20 more times and left several messages and once again never received a call back. we finally chatted with a representative today who told us that they do not exchange products and if we wanted to return the item, it would cost us $60 if they would accept the return. I expressed to them that I only want the proper glow ring for our farmstand at which point they told us that we would have to buy two glow rings because they refuse to sell us the one glow ring that we need. Afterwards, I reviewed their website and realized that it is incredibly easy to purchase the wrong set up for the farmstands and if you do purchase the wrong set up, then your penalized for returning or you have to buy double the lights that you need. We feel that the site is malicious and intentionally misleading. All we want is the initial glowing without having to purchase double what is needed

• Initial Complaint

  Date:02/06/2024

  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.

  NOVEMBER 2, 2023 I (******* and *******) purchased 1 Farmstand Nook, order number #*********** from Lettuce Grow ****************************************. On January 15th 2024 I reached out to initiate a return via email, text and call. The number to call is ************. Here is their return policy:*******************************************************************************************************************************************************************/faq/what-is-the-return-policy 'WHAT IS YOUR RETURN POLICY?FARMSTAND NOOK We allow Farmstand **** returns within 90 days of the delivery date. In order to complete your return, you must receive prior authorization and a prepaid return shipping label from Lettuce Grow. You must return the Farmstand Nook within 10 days of receiving the return shipping label....."******************************************************************************************************************************Initially the company was responsive. They asked for the dimensions of the box the return would be placed in. We provided those details 3-4 times via email and text and now have been ghosted. It's also pointless to try and call as you get "We are currently experiencing high volume calls and are unable to take your call..........." automated message and they never answer even after waiting on the call 30+ minutes. We are well within the 90 day return period however my guesstimate is the company waits it out until you are not and then you no longer meet the return policy requirements. Although I do wish to be proven wrong on this theory which is why I'm reaching out for assistance.

• Initial Complaint

  Date:12/12/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 was having some trouble placing a Black Friday offer from merchant Lettuce Grow and kept getting an in-app error message. I asked for help resolving the error message so I could place the order and the merchant helped placed the order on my behalf. This would be okay except that they used my store credits rather than my credit card thats on file. I needed to pay for the order on my credit card in order to get reimbursed as well as the fact I was trying to take advantage of a Black Friday discount that did not work with the credits I had on file. I asked them to charge my credit card and refund me the credits which they refused. After a week of back and forth, (with multiple emails on my end, and days of no response from Lettuce Grow) they sent a long and confusing email saying they would provide 5 credits back to make up for the Black Friday discount. While I appreciate this, I never received any kind of email confirmation about these credits, have no way to see these credits on the app, and this still does not resolve the issue of needing them to go on my credit card so I can be reimbursed. I tried calling them multiple times at different times of day and no one picks up. Today I chatted with someone via text and they still were not able to help get this resolved. I would like the credits refunded to my account and my credit card charged with the Black Friday pricing as initially requested.

• Initial Complaint

  Date:12/12/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 Farmstand Nook Indoor Growing System Annual Bundle from LettuceGrow.com on December 11, 2023. I had a phone call with an agent from the company to answer some questions. He told me to get the ***************** for assembly & everything I needed would be right there. I got the app & the instructions for assembly were for the Outdoor Farmstand; significantly different. I went to their website. Again the instructions for assembly were for the Outdoor Farmstand. They promised support; phone, messaging & text M-F in their very high priced package. I contacted Customer Support over text repeatedly over hours. This led to hours wasted in frustration trying to assemble the Nook. I was finally contacted much later in the evening with a link for assembly. I got the Nook assembled & their lack of **************** ruined what should have been a fun & exciting process. Instead it was extremely stressful & frustrating. It hurt my health; I deal with severe *************** issues & this wasted hours of my time and energy.My seedlings arrived (my first annual bundle pack) & I followed all the instructions to fill the Nook, add **************** the smart timer that would control the ************** pump. A couple days later my seedlings were dying; the water pump wasn't working. I tried to contact by phone (voice mail only), text & messaging thru app numerous times over many hours that day. I tried every kind of troubleshooting I could think of including spraying the seedlings with water. This was the second horrible unnecessarily stressful day with the lack of any **************** whatsoever. This started Friday afternoon. I wasn't responded to until Sunday!!! My plants all died & it was a stressful horrible experience; THEY ARE 100% RESPONSIBLE FOR THE FAILURE OF MY ************** OF MY PLANTS. I DEMAND A FULL REFUND.Due to severe health issues they must pay to have the Nook picked up from condo & shipped back. Full refund+Pickup+Ship

• Initial Complaint

  Date:08/23/2022

  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.

  I purchased a 24-plant farm stand, with 4 glo rings, and a dolly on 8/8/2021 for $983.43 (order #***********). The farmstand has started to leak. My floors now have water damage and I can't get any response from the company. I emailed two videos showing water in the dolly and my vegetable. I have since unplugged the system and all of my healthy vegetables have now died.
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 8, 2022/09/23) */
  On August 18th, 2022 we received an email from the customer at 9:56PM Pacific Time (outside of posted operating hours). An immediate autoreply was sent by our team notifying the customer that we'd be in touch as soon as possible.
  Customer's email included attachments of videos showing accumulated water, but did not help us identify where water was originating.
  On August 21st, 2022 our team responded with standard troubleshooting steps to resolve the leak. We did not receive a response to that email.
  On September 13th, 2022 our team emailed the customer reiterating our standard troubleshooting steps. We did not receive a response to that email.
  Our team attempted to call by phone on September 20th using the phone number provided at checkout. We left a voicemail asking whether our our emails were received and if our help was still needed.
  We did not receive a response to that voicemail.
  
  
  Consumer Response /* (3000, 10, 2022/09/30) */
  From:*********************************
  To: ***********************************
  Date: Monday, 26 September 2022 8:00 PM MDT
  Subject: Re:**** Complaint Case# ******* (Ref#*************************)
  
  
  I will not agree the issue is solved. The email was sent on 8/21(spam), but no voice message received. There is a lot of water coming from this system and I have not turned it on since I filled my complaint. All of my fruit and vegetables are dead. I paid to much for this system and I want it repaired or refund my money so that I can purchase from another company.
  
  From: ********************************
  To: ***********************************
  Date: Monday, 26 September 2022 8:09 PM MDT
  Subject: Re: *** Complaint Case# ******* (Ref#*************************)
  
  
  Here is part of my reply to lettuce gro
  
  
  And furthermore, the leak is coming from the bottom. If you reviewed the video I sent you would see the water is collecting under the farmstand. That same diagram you emailed is in my user guide.