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:05/30/2025

  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.

  Business Name: Yardzen Nature of **************************** services and refusal to issue a refund ?I hired Yardzen to provide custom landscape design services, based on their advertised promise of professional, personalized designs tailored to my space and preferences. What I received, however, was completely misaligned with the specifications, imagery, and functional requirements I submitted despite following their process in good faith and providing clear direction throughout.The designs delivered were not only inaccurate, but in several areas, blatantly disregarded the information I shared. Key features were missing, spatial layouts made no practical sense, and materials did not align with regional recommendations or personal inputs. These were not minor issues, but fundamental flaws that rendered the plans unusable and required me to seek outside assistance to correct.I contacted Yardzen requesting a refund based on their failure to deliver what was promised in the scope of work. To date, they have refused to take responsibility. This has left me frustrated, financially impacted, and feeling taken advantage of.

  

  Business Response

  Date: 06/09/2025

  *********, thank you for taking the time to share your design and overall experience. Were genuinely sorry to hear that we missed the ***** We strive to deliver thoughtful, personalized designs, and its clear we fell a bit short in your case.

  Wed really appreciate the opportunity to connect directly and work toward a resolution that acknowledges your concerns. Weve reached out via email and also left a voicemail to set up a time for a call that works best for you. Additionally, I'd like to reshare our email *********************************** and our number *************). We look forward to connecting with you to resolve your concerns soon. 

• Initial Complaint

  Date:10/11/2024

  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.

  Paid $1595 for whole yard design with 3D CADs.Began by providing detailed video and text descriptions of likes/dislikes and needs such as pet friendly plants, non-invasive plants and taking into account sun exposure. Explained the style desired and style not desired. Step one involved an initial design and based on feedback, a final design to be provided. Reviewed the initial design and gave feedback for final rendering. For example to name a few mistakes: put in plants toxic to pets, invasive species, and plants in inappropriate places per sun exposure. Yardzen ignored my feedback and completely changed the design. Changed garden style and included the above mistakes in the final design.I reached out as I was not happy with the final design. Had a zoom call with a "designer" (not my designer). She took extensive notes and they gave another design. This design was again, not at all what we discussed in the zoom call. It felt as though they took my feedback and did the opposite.Again spoke with someone, they changed it slightly, still same issues. Eventually they told me to work with one of the contractors they had matched me with. Told me that the contractor's designer can reach back out to Yardzen with their design and they will do the renderings. I have evidence of this in a text message.The contractor's designer submitted the design plan that we had worked on, of which I approved just this last month. Yardzen ignored the layout, did it all wrong and did not include the correct plants. When the contractor spoke with them, they said they could not do it because even though these are very common plants, they are not in their database.I have started the installation per the design of the contractors designer without any renderings provided by Yardzen per *********** for $1595, all I got was a contractor recommendation. I have no renderings for my design. I would like a 100% refund as I have no service or product to show for the money I spent.

  

  Business Response

  Date: 11/06/2024

  "First and foremost, we want to express our regret that your final design delivery did not meet your expectations. At Yardzen, we strive to deliver high-quality designs that align with our client's unique visions and preferences, and we apologize that we fell short in this instance.
  
  From your initial design expectations to the specifics around pet-friendly and non-invasive plantings, its clear that you invested considerable effort in communicating your needs. Its our goal to deliver on these details, and I regret that we didnt meet those expectations in the final design provided. We also recognize the importance of ensuring that final layouts align closely with client feedback, and Im sorry that our iterative process didnt produce the results you were hoping for. We acknowledge that while we did provide additional complimentary revisions and calls with our design experts to work together to bring you a design that would work best for you, we have not quite met your expectations for the finalized product. 
  
  To address your concerns in a more tailored way, we are happy to have you schedule a direct call with our Design Director to provide a more personalized, high-touch experience. Our goal is to ensure that your final design fully reflects your desired outcome and that you feel supported throughout this journey. We will reach out to you shortly to discuss this further. 
  
  *****, our ultimate goal is to ensure that you are happy and satisfied with your experience with Yardzen. We value your business and appreciate the opportunity to work with you to achieve a positive outcome. Please know that we are here to listen to your concerns and address them to the best of our ability."
  

  
  

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22412027
  
  I am rejecting this response because: you were unable to give me the CAD drawings based on the design the GC (Tree Builders), whom you referred me to, gave to you. You promised this would occur.

  The owner of ************* reached out to you and you said you could not do it.

  I had to install the plantings without the CAD, merely the sketches the Tree Builders designer provided to you that you were unable to use. The cost of that designer was included in my contract per the owner of ************** That means I paid twice!

  You provided no service and took my money. That is criminal fraud.

  The plants are installed without your design or assistance in any way! I have no need for you. I wasted so much time and effort to have received nothing in return

  The only thing I got from you was the referral to the *** Tree Builders.

  I want a full refund and if not, I will see you in small claims court. 

  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:05/06/2024

  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.

  1. $1695 gift from my son ************************* 2. Full yard package 7MFK-E9LD-W83W-P3N2-GQ6W-V GR2 3. Initial design did not fit measurements at all.4. Revision done, which also does not fit, and sent to local contractor before me.5. Both designs included plunge pool which I asked to be removed.6. Zoom call scheduled with employee who sent link without Yardzen in name went to trash and there was no call.7. Very disappointed with Yardzen and request my son be refunded in full.8. I have full documentation of request for revision, refund and deficient plans

  

  Business Response

  Date: 05/15/2024

  Hi ******,

  Weve responded to your most recent email but wanted to make sure we address your concerns here. Based on your timeline of events, I wanted to clarify that you have only received the initial designs and were happy to remove the plunge pool for your revision but added it based on your account set-up requests. We use the initial designs as a rough draft and can refine the measurements in your next revision.

  In our follow up email, you mentioned the Zoom email confirmation went to your spam folder. Our Expert had waited for 15 minutes before sending a rescheduling link but were more than happy to get your call rescheduled. I also want to note that our refund policy would not allow for a refund in any capacity based on our Terms and Conditions as work has been done on your project, but as mentioned before, were more than happy to get you on a Zoom call with our Design Director. We look forward to making this right!

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21673971
  
  I am rejecting this response because:
  1. Initial plan was boilerplate and did not fit at all.

  2. Revision which also was boilerplate with pool (Iwhich I asked to be removed several times)and sent to contractor who has been trying to email me.

  Revision never sent to me.

  3. Company is not honest. I have lost all trust.

  4. Phone call link was not sent from Yardzen, but an individual, which went to Spam.

  5. Very poor customer service. I have emails indicating my dissatisfaction going back months.

  6. Yardzen has delivered 2 boilerplate plans that in no way match my requirements and measurements. This does not equate to $1695 which my son purchased for my birthday. He is embarrassed and devastated by Yardzens unsatisfactory performance.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/13/2024

  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.

  October 2023 we paid $1900 for landscaping designs for our almost 2 acres. We wanted landscaping in front, a fire pit area & some trees planted in the back to block our view of neighbors & a shed. We took a few months to gather all the pictures/videos of the yard, areas of concern, pictures of what we liked/didn't like, etc. We got our designs from yardzen on 12/18. They planted 17 hydrangeas, added a very large builder grade patio (not what we asked for) with EVEN more hydrangeas & planted a few trees in a totally different location than showed on the video. We called & spoke with a customer service agent to ask for a refund because there was nothing usable in the designs. She said since they had completed ANY work they would only issue a 50% refund. We have asked multiple times/for a few months for a full refund. We get the same email back that they can only issue 50% & that we should let them know what we would like to do. It a circle of us asking for a ************* saying "let us know". We told them to issue the 50%. I would like a full refund! The designs do not show $1000 worth of work! I could have copied & pasted hydrangeas all over for yard in a free program & got the same result. It would be different if we liked the front yard designs or could use any portion of them. The designs that are showed by yardzen are all full of different kinds of shrubs, flowers in a nice layered look with a nice social area/fire pit, etc. I would have been thrilled to get half of what they are advertising that they do. But we got the absolute bare minimum.

  

  Business Response

  Date: 04/09/2024

  We appreciate the opportunity to address the concerns raised by our client, ********, regarding her experience with Yardzen. We take all feedback seriously and are committed to resolving any issues to ensure our clients are satisfied with their experience.

  
  We understand ********'s disappointment with the initial design delivery and regret that she did not feel satisfied with the outcome. Our team at Yardzen strives to deliver high-quality designs tailored to each client's unique vision and preferences. We acknowledge that while a lot of the design decisions were driven by ********'s specific requests and input provided during the onboarding process, we recognize that there may have been areas where we could have better aligned with her expectations.

  
  It is unfortunate that ******** did not allow us to continue the design process and address any concerns she had. We firmly believe that with open communication and collaboration, we could have worked together to refine the design and ensure it met her expectations. We are confident in our ability to deliver exceptional results and regret that we were unable to demonstrate this to ********.

  
  In an effort to address ********'s concerns and demonstrate our commitment to customer satisfaction, we issued a refund of 50% of the design fee as a courtesy. We have made multiple attempts to reach out to ******** via email and phone to understand her experience better and work towards a resolution. We are hopeful that we can engage in constructive dialogue with ******** to address her concerns and find a mutually satisfactory resolution.

  
  Regarding our BBB Customer Rating, we acknowledge that it may not fully reflect the positive experiences of our clients. We are proud of our A+ rating and accreditation, a testament to our commitment to integrity and customer service. We strive to continuously improve and provide exceptional service to all our clients.

  
  Our ultimate goal at Yardzen is to ensure that every client is happy and satisfied with their experience. We are dedicated to resolving ********'s concerns and welcome the opportunity to work with her to achieve a positive outcome. Thank you for bringing this matter to our attention, and we appreciate your assistance in facilitating a resolution.

  
  

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:
  
  I reviewed the response made by the business in reference to complaint ID ******** and have spoken with them by phone. They have agreed to refund 100% of my purchase price & the case can be closed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/15/2023

  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.

  On 5/9/23, I ordered a front yard virtual design package for $1,095. I logged in and went throughout the first 2 steps of their checklist. There was an error getting to the third step and I was unable to proceed with the design process. I contacted them on 5/9/23 to troubleshoot the issue. I tried their suggestions for over an hour, on multiple computers, without any fix. I was advised they would email me in 24 hours with the next steps. On 5/11/23, i reached out again by chat text and phone call asking for a follow-up as I was still unable to proceed with my purchase. I am unable to speak to anyone by phone but left a voicemail. The chat said the engineering team was still looking into it and would respond with instructions within 24 hours. On 5/15/23 i followed-up again by chat text and voicemail. I am still unable to use the product I purchased and am unable to speak to anyone live. The chat box said they will follow-up again. I advised I was not interested and wanted a refund and they ended my conversation without any feedback or refund. I have had to file a credit card dispute with my bank.

  

  Business Response

  Date: 06/12/2023

  Please see attached response from business. 

  

  Business Response

  Date: 06/14/2023

  We strive to provide exceptional service to all of our clients, and when you notified us that you no longer wanted to pursue a landscape design with Yardzen, we promptly refunded you in full within 24 hours. Here is the *** for reference: #***********************