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:08/12/2024

  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'm requesting a refund for a large indoor house plant that was purchased on 12/29/23. I also purchased a plant pot that I'm not requesting a refund for. The total of the refund requested is $400 including tax.The tree was picked up 4/9/24 due to a fungus in the roots that was admitted by the business owner. This was 3 months after the original purchase date. The original policies that the business has posted on it's website are voided due to the business owner's actions of taking the tree back 3 months after it was purchased. The business owner admitted in person while picking up the tree that the presence of the fungus and the tree dying was not due to neglect from myself.Three emails have not been replied to in the last two months requesting an update on June 11, July 11, and July 18.

  Business Response

  Date: 08/22/2024

  ****** purchased a thriving, rare, 17-year-old burgundy rubber tree from our business at the beginning of the year. This specific variety is released only a few times a year by the grower, making it a highly sought-after plant. On April 6th, ****** contacted me via text, requesting assistance with the tree purchased several months earlier. During our conversation, he mentioned, We have only watered it sparingly once since we picked up the felt pockets awhile back...
  The issue with the trees decline is directly attributable to neglect, specifically a lack of proper watering. Mature trees, like all plants, require consistent care, including regular watering. In this case, watering the tree just once over a four-month period led to its deterioration. Upon inspection, I even pulled the tree from the soil and examined the roots, revealing bone-dry soil in their front yard.
  Our policy clearly states that refunds or exchanges are only applicable within the first 7 days of purchasenot after several months have passed. Despite this, I offered to replace the tree when additional stock becomes available from the grower. Currently, the grower has only released 9.5-foot trees, and I communicated this information to ******. 

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22128653
  
  I am rejecting this response because:

  I've attached two files that include the business owner stating that 5ft trees would be available 1-2 weeks after the date the email was sent on June 11th.

  In the other attachment we followed up twice in July looking for a simple update on what we were told was going to be the date we would get a replacement. 

  Is there a way to send a video? We have video evidence of the business owner in our front lawn stating that the tree was infected with a root fungus that we did not cause. It was clearly stated that the tree dying was not our fault. This is from our doorbell camera.

  We aren't going to allow the facts to be changed about this situation to cover up the unfortunate way the business interacts with customers.

  We are rejecting this because we have been misled and are asking for this to be resolved with a refund. A replacement would have been sufficient if it was provided in a timely manner. Now we are missing a tree and the money we paid almost for 5 months after it was returned to the business with no timeline. 

  The refund/replacement policy was initially voided by the business after the business owner took the tree back 4 months after the purchase of it. 

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

  Business Response

  Date: 01/23/2025

  You purchased a tree but did not provide the necessary care, including proper watering. Unfortunately, this neglect led to the trees decline and eventual death, which occurred three months outside of the warranty period. When you requested an inspection, the tree was completely dead, and I personally demonstrated this by removing every leaf in your presence.

   

  Despite this, I extended a gesture of goodwill by offering a larger, older, and more valuable replacement tree at no additional cost, which you declined. Additionally, I offered you a 50% store credit as a resolution, which you also refused.

   

  Your subsequent actions, including publicly disparaging my business on social media, appear to be an attempt to harm the reputation and integrity Ive worked tirelessly to build. As a result, I am officially ending this matter and issuing a permanent ban from my store and all associated locations. Should you choose to continue spreading false or harmful statements, my legal team is prepared to take appropriate action for defamation and slander.

   

  This concludes our discussion.