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:03/30/2023

  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 Emerald Forest about $1900 for plants to be delivered to my shop. They were received in horrible condition. Not caused by the delay in shipping, Emerald is claiming as I had another nurseries products on the same truck and theirs were fine. The plants were way too small, malnourished, not properly potted, some were half dead or all the way dead on arrival. EF is attempting to book blame the shipper because of a delay but this is NOT the shipper. This is the quality of their plants, plain and simple. Id like a refund for the list of plants sent to the sales rep handling my account.

  Business Response

  Date: 09/28/2023

  Thank you for the opportunity to respond to this notice.
   
  Customers live tropical plant order was packed for shipment with pick up date of March 23th. Customers carrier arrived one day late to pick up customers order.  Customer contacted us on March 24th and said that her carrier did not have enough room to ship her plants on the truck that was to leave out on March 24th.  Her carrier told here that her order would be loaded onto a different truck and shipped out on March 27th and that they would arrive on Wednesday March 29th rather than the usual delivery day of Friday/Saturday morning.  Customers plants took an extra five days to arrive than in past shipments.
  Customers plants were in the shippers warehouse, packed in boxes and sleeves without sun or water which caused shipping stress on 6 plants that the customer sent pictures of, of the 295 total plants shipped.
   
  Customer refused to contact her carrier for a credit on the 6 plants, customer was belligerent, rude, cursed and used unnecessary threats in an attempt to receive a refund that is the responsibility of customers carrier.
   
  Attached below are the pictures that were sent to us from customer and a copy of the invoice.
  Some pictures we can not see an issue with the plant.  In one picture where soil is visible, the soil is obviously dry in 1 plant. In two pictures the plant leaves have wilted from lack of water in 3 plants. In one picture where one plant is still in the packaging the plants leaves have turned yellow from lack of water. In the other picture of plant in the packaging 2 of the many leaves of turned yellow from lack of sun/water.  Four of pictures we can not decipher what the issue might be as the plants are beautiful.
   

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 19872285
  
  I am rejecting this response because: as I said in my original complaint, this was not the fault of the shipper. Just bad plantsperiod. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/19/2023

  Thank you for the opportunity to respond.
  Emerald Forest Tropical's has been in business for 30 years. Our goal has always been supplying our customers with a wide selection of quality tropical plants and building relationships for repeat business.  
  ***************************** of ******************* placed an order with Emerald Forest Tropical's on March 20, 2023 for $4125.05 to be picked up by her carrier on March 23rd.
  ***************************** called on on March 22nd and stated she did not have the funds to pay for the entire order and asked Emerald Forest to reduce the order from $4125.05 to $1,887.78, customer stated this was due to her carrier who would be arriving to us on March 24th instead of March 23rd and she would not have the plants over the weekend to generate sales to pay for the entire order.
  Emerald Forest Tropical's of course honored the customer's request. 
  Customer than called again on March 24th after her order had been picked up by her carrier and stated that her carrier contacted her to advise that they did not have enough room to ship her plants on the truck that had been assigned and that they would be loaded onto a different truck on Monday March 27th.  Emerald Forest contacted the carrier today October 19th, 2023 who stated they loaded her plants into another truck on March 28 and delivered it on March 29th at 11:02 am.  This is a total of seven days that the plants have been packaged, shipped and delivered.  The plants spent 4 days in the carriers warehouse in boxes and packaging without light and water from March 25th to March 28th when it was then reloaded onto the customers truck and delivered. 
  This customers complaint should be with her carrier and not with Emerald Forest Tropical's as Emerald Forest filled the order and shipped on the customers carrier of choice.  We have attached pictures below of the plants the customer sent to us.  As per the pictures attached it is obvious the plants have are healthy and have good color.  The plants are in excellent condition considering they have been packaged for 7 straight days without sun light or water.  "If" the customer had received dead plants she would not have paid her carrier, she would have put the plants back on the truck and they would have been returned.  The customer would be aware of her carriers policies and procedures.

  Respectfully,

  *******************

  Emerald Forest Tropical's

  Business Response

  Date: 11/02/2023

  To confirm, 

  The BBB will note for public viewing something similar to:

   The vendor has addressed the consumers concerns however the BBB has not heard back from the consumer.

  Respectfully,

  June, Emerald Forest Tropical's