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Gardens Alive

Headquarters

Complaints

This profile includes complaints for Gardens Alive's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

16 total complaints in the last 3 years.
5 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.

Initial Complaint
Date:06/02/2025
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.
Ordered a Half Fragrant Cloud Hybird Tea rose of coral color, along with five other roses, the Cloud rose is not growing I think it maybe dying. I called Gurney’s which took me from 10:00 to 12:00 to talk to a human. I asked for a replacement of the same Rose or one that was similar in color, I was told they could issue me a replacement certificate to use on my next order, no refund. Then I was offered another rose that was in stock for $60.00 more. I was so upset I was crying this was my anniversary rose from my husband for 35 years of marriage. When I told Rose the person I talked to at Gurney’s that that was unacceptable, she hung up in me or we conveniently lost contact.
Business Response
Date: 06/04/2025
Hello,
Thank you
for reaching out, and I’m very sorry to hear about the customers experience. They
are correct in noting that a replacement certificate was issued. That
certificate was used to place a new order for another rose variety, and I want
to reassure you that there was no additional charge to the customer for this
replacement.
Unfortunately,
the original rose variety they preferred is now out of stock and no longer
available. However, the replacement rose selected — the Coral Freedom Rose— is
a very close match to the Fragrant Cloud hybrid tea rose in both appearance and
qualities.
Their new
rose is estimated scheduled to ship between June 9 and June 14. As soon as it’s on its
way, they will receive an email with tracking information so they can follow
the delivery.
We truly
appreciate your patience and understanding. If you have any further questions
or concerns, please don’t hesitate to reach out — we’re happy to help.
Warm
regards,
Michaela
Customer Answer
Date: 06/05/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

********* ********
Initial Complaint
Date:05/26/2025
Type:Delivery 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 had placed an order with Gurney's a while back . Only one item got shipped . I was told the two other items that were suppose to ship in May 2025 was not going to happen. I then requested a refund. A total of $35.98 was put back on a certificate by a Gurney manager. I then tried to order other items , using the certificate as part of the payment , it was not allowed . I then tried ordering over the phone with a Gurney agent twice . The certificate still did not work. Both agents told me they had contacted their back office and someone would contact me , that did not happen. I had also requested to speak to a manager about the problem , but my request was not granted.
Business Response
Date: 05/27/2025
Hello,
Please be advised that a store credit in the amount of $35.98 has been
applied to the customer’s account. To redeem this credit, the customer will
need to place their next order by phone.
For reference, the certificate number is *********, which will be required
at the time of purchase.
Thank you in advance for your understanding and assistance.
Kind regards,
Michaela
Customer Answer
Date: 05/28/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******
Initial Complaint
Date:05/25/2025
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.
I attempted to purchase sweet potatoes online from this company and hadn't recieved them. I contacted the company as to how long the order was taking to get to me and they told me that they were out of season and they would credit my account. I asked for a refund and they said they said that their policy is to not issue refunds for things that aren't in season but will be at a "future date". Their website says they ship in spring... its still spring. Their website didn't say they were not available.

The product was 24.99
Shipping was 10.99
Taxes 2.88

Their website said they were available when I first purchased them and I ordered then at the beginning of May... which is spring. The website they go out in spring.

They tried to give me a "replacement Certificate" but I just want my money back so I can purchase them somewhere else.
Business Response
Date: 05/27/2025
Hello,
Please be
advised that the customer contacted us on Monday, May 26, 2025, to request a
refund. The refund has since been processed and will be returned to the
original form of payment within 5 to 10 business days.
As a result,
the replacement certificate has been canceled, as the refund request is being
honored.
Thank you
for your understanding. Should you have any further questions or need
additional assistance, please don’t hesitate to reach out.
Kind
regards,
Michaela
Initial Complaint
Date:05/05/2025
Type:Delivery 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 ordered a blueberry bush from them on April first. Initially, they mailed me an empty box. I contacted them about it and was ignored for about a week until I threatened to report them.

They promised to ship a replacement by May second. I emailed them asking for an update and have not heard anything from them.

I just want what I ordered.
Business Response
Date: 05/07/2025
Hello,
Please be advised that the customer will receive a refund of $65.02 to the
original form of payment. Kindly note that it may take up to 15 business days
for the amount to reflect on their account.

Should you have any questions or concerns, please don’t hesitate to reach
out.

Kind regards,
Michaela
Initial Complaint
Date:08/26/2024
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.
On May 9, 2024, i purchased a gift card in the amount of $75. I gave it to my friend for her 70th birthday. She tried to use it for bulbs that you plant in the fall for spring flowers. She was told the card did not exist!
The gift card number is: **** **** **** ****
There is no expiration date on the card,
I utilized the online chat and was told the card is not one of theirs! But i know it is because i started getting their annoying emails ever since I bought the gift card. It is also the entity listed on my credit card statement!
Perhaps they are going out of business? I have no idea why they won’t honor the gift card,
Can you help?
Business Response
Date: 08/27/2024
Hello,
I sincerely apologize for the inconvenience, but it appears
that the certificate number the customer was using is invalid. Please have the
customer use the following certificate number *************-1, for
their recipients. If the customer has any questions or concerns about using the
certificate, they are welcome to contact Customer Service Phone: ***** ********.

Thank you for your understanding.

Kind regards,
M******* W
Customer Answer
Date: 08/27/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** *****
Initial Complaint
Date:06/19/2024
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 made my FIRST order in February 2024. It arrived damaged, IN LATE APRIL. (You cannot reach a human, rarely, virtual and email.) Finally, they sent me a gift card through the email, to use, #**** **** **** ****, attached. The first order was damaged. So, I ordered a second order for $98.25, leaving a balance on gift card $22.74, in April. After calling many times, as to where my order is, the 2nd order, I was told it would ship the 20th of June. Here we are in June, no shipment, no merchandise, no refund, after MANY EMAILS, CALLS. I just get an email, to my surprise, today, for a refund June 18th, out of the blue!@#$%^& They don't even have the correct credit card to refund, because the old one had fraud and was canceled. I made them aware of that by email and by phone. They say, "Do not worry, it will still go through." ~ It should not take 10 days to go through, when they took two seconds to take it out. Plus, I have no merchandise or refund. This business is poorly run, very bad communication, packaging is horrible. They need help in a huge way, and I need my refund totaling $120.99. These businesses are getting away with murder. It should be refunded as quickly as it was taken out.
Business Response
Date: 06/19/2024
Hello,
Please be advised that the customer refund has been successfully processed
to the ********** ending in ****, which was the original form of payment used
for the purchase. Unfortunately, we are unable to issue refunds to a different
form of payment/**********.
If the customer wish to have the refunded amount forwarded or transferred to
another credit card, we kindly advise the customer to contact their **********
company directly, as they are now holding the funds.
For your reference, I have attached a file that confirms the refund amount
has been processed.
Kind regards,
Michaela
Customer Answer
Date: 06/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

**** *************
6/20/24 customer called and stated the ** account mentioned in the business response is inactive/closed due to fraud issues. Customer said he's told the business this several times and they said don't worry about it your bank will no. She still has no refund and the card in question is inactive. Please advise.
Business Response
Date: 06/25/2024
Hello,
Please be advised that refunds are issued to the original payment method/Card. The customer will need to contact their financial institution to facilitate the transfer of funds, either to their new credit card account or by check.
Since the funds have been returned to the customer’s financial institution, the customer must work directly with them for any further assistance. At this time, no additional actions will be taken by our company, as the refund has been processed to the original form of payment.
Thank you for your understanding.
Kind regards,
Michaela
Customer Answer
Date: 06/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

**** *************
Business Response
Date: 07/01/2024
Hello,
Please note that refunds ($120.99) are issued to the original payment method. Therefore, the customer will need to contact their financial institution to facilitate the transfer of funds in question to their new credit card account or to request a check.
Since the funds have already been returned to the customers financial institution, they will need to work directly with them for any further assistance. At this point, our company cannot take any additional actions, as the refund has been processed to the original form of payment.

Kind regards,
Michaela
Initial Complaint
Date:03/13/2024
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.
Ordered a product, they send it to early in spring and didn't grow. They issued a gift certificate to use this year to replace the product. Now they will not send the product the certificate was issued for. I want a refund if I cannot get what I paid for.
Business Response
Date: 03/15/2024
Hello,
I am writing to inform you that the replacement certificate order has been canceled. In light of this, a refund check of $139.96 has been issued to the customer as the credit card originally used for the transaction has expired. Please note that it may take up to five weeks for the customer to receive the refund check.
Should you have any questions or concerns regarding this matter, please do not hesitate to contact us. We are more than willing to provide any assistance you may require.
Warm regards,
********
Customer Answer
Date: 03/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

Regards,

**** *******
Initial Complaint
Date:10/08/2023
Type:Sales and Advertising 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.
Wanted to purchase Elephant Garlic, found Gurney's price of $12.99 per bulb. Contacted customer service to ask how much average bulbs weighed. Was told "1 pound or more" so I ordered 8 expected about 8 pounds. Received 8 bulbs weighing 3 to 5 ounces each, total of 8 bulbs less than 2.5 pounds. Meaning I paid over $41 a pound. Very upset. Customer service now says there was a misunderstanding and will not either send more or give partial refund. I feel fraudulent and that they are falsely advertising. Ordered in August, just now received Oct and discovered I only have 2.5 pounds and paid $103 for those.
Business Response
Date: 10/09/2023
Hello,
I want to confirm that the customer has been issued a complete in-house credit amounting to $103.92 on October 8, 2023.
Best regards,
Michaela. W
Customer Answer
Date: 10/09/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
THANK YOU FOR YOUR RESOLUTION, I APPRECIATE IT.

Regards,

******* *****
Initial Complaint
Date:06/12/2023
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.
Dutch Gardens sent my order four months after I ordered--two month into the growing season, then when my dahlia bloomed, they had sent me the wrong one. Another dahlia I planted from them did not come up at all. One item was never sent, although their website did not indicate it was out of stock.
Business Response
Date: 06/13/2023
Hello,
The customer was advised by email that we have
provided a full refund for the items in question.
Kind regards,
Michaela. W
Initial Complaint
Date:05/13/2023
Type:Delivery 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.
Made 2 orders on 4/15/2023 to be delivered before Mother’s Day. Both orders shipping dates kept being pushed back, then said backordered. Reached out to the company on 5/5/2023 to inquire about the back order was told they are in stock again and will ship 5/12. Have been checking order status since and they have pushed shipping back by a day or two each time I check. Now not shipping until 5/18, after Mother’s Day. I just want what I ordered shipped and delivered in good condition.
Business Response
Date: 05/15/2023
Hello,
Advise the customer via email that their order is backordered
currently but will still be delivered. Also provide the customer with a in-house
credit that they may use towards their next order that will not expire.
Warm regards
Michaela. W

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