Complaints

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

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Gardens Alive has 20 locations, listed below.

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• 

  Gardens Alive

  230 Mary Ave # 2 Greendale, IN 47025-2122

  
• 

  Gardens Alive

  5100 Schenley Pl Greendale, IN 47025-2100

  
• 

  Gardens Alive

  980 Washington St Ste 222 Dedham, MA 02026

• 

  Gardens Alive

  706 W Cumberland St Lewisburg, OH 45338

• 

  Dutch Gardens USA, Inc.

  PO Box 2999 Bloomington, IL 61702

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:03/23/2023

  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.

  Ordered seeds and plants on 3/3/2023. I fully understood that the plants would ship at a later date and that the seeds were available for shipment, with the initial ship date of 3/6-3/22. I have contacted Burgess seed company both by email and phone. I was told every time that the order would be expedited. It still has not shipped. If it doesn't ship yet this week, it will be too late to get my seeds started indoors. I can see why they deceptively go by various names; Gardens Alive, Burgess Seed Co., Eburgess, just to avoid customer complaints.

  Business Response

  Date: 03/27/2023

  The following items shipping on ******* ****** Tomato Amish Paste Jumbo Pack, ****** Pepper Sweet California Wonder, ****** Detroit Dark Red Beet, ****** Pea Oregon Sugar Pod II, *****- Illini Extra Sweet Corn. Items shipped UPS Mail Innovations- Tracking Number  **************************. (May take up to 24 hours for tracking information to update.) The following item is on back order and should ship between 4/27/23 and 5/2/23- Cucumber Pick a Bushel Hybrid. if this is not acceptable, we can cancel this item and refund the purchase price. Item ****** Potato Goldrush should ship between 3/31/23 and 4/5/23, if this is not acceptable we can cancel this item. Item number *****- Blueberry Duke will not be released for shipping until 4.10.23 and should ship between 4/11/23 and 4/15/23.

  Business Response

  Date: 04/24/2023

  Hello Tammy,
  
   
  
  I have called and left Mr. ********* a voicemail with my direct contact information to discuss his order.
  
  Below is proof of deliver as of 04.22.23  (see attached)

  According to the order we processed for Mr ********* the 4 apple trees, potatoes, cucumber and BlueBerry Duke all  have estimated shipping dates set for 04/27/23-05/02/23.
  
   
  
  I will follow up with an email explaining this as well.
  
   
  
  Thank you,
  
   
  
   
  
  ******* 

  Customer Answer

  Date: 05/03/2023

  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. Also a representative from the company by phone. He apologized and offer a partial refund.
  
  
  
  Regards,
  
  
  
  ***** *********
  

• Initial Complaint

  Date:03/21/2023

  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.

  On January 9, 2023 I purchased from their online catalogue a yellow climbing rose, item #******
  I received an order confirmation of this item for the amount of $19.99. Tax was given in the amount of $1.20. Shipping cost was $12.99. Total bill was $34.18. Estimated shipping date given was Feb 13, 2023 to Feb 18, 2023.
  By March 18 I had not received the product purchased. I went online to the company’s website and logged into my account. The item purchased was no longer shown. I contacted the company by email instructing them to cancel my order and to refund the amount paid.
  On March 20, 2023 I received a reply from the company’s customer service notifying me that I would receive a refund for the amount of $21.19. The shipping cost was not refunded. I promptly contacted their customer service. Upon accessing my account the rep confirmed the amount in the email I had received from Burgess. When I inquired as to why I wasn’t receiving the total amount paid I was told, ‘We don’t refund shipping cost.’

  Business Response

  Date: 03/22/2023

  Dear ****,

  We are sorry to learn of your experience with not receiving the item you purchased from our catalog. The order is currently still open. We will issue you a refund for the item you ordered and did not receive. please allow 7-10 business days for the refund to complete. We close out the order once the free item the sweet corn has shipped at no cost to you. I hope this resolution is suitable and you will consider us for your future gardening needs.

  Customer Answer

  Date: 03/22/2023

  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,
  
  
  
  **** *****

  I do not want the free item. My purchase was for the item I selected in my order, the 'thornless climbing  rose'. I have already received a refund for the item ordered and the tax from the business. My dispute is that the business refused (when I contacted by email and phone) to refund for the total amount I paid, which was product, tax and shipping.

  Let me make my position clear; I did not order the free item mentioned by the seller (corn). I ordered a 'thornless climbing rose'. Had I been told by the business that the item order would not be available I would have not submitted my order to the business. Therefore to resolve the matter I simply am requesting that the amount I paid in shipping be refunded to me, as should be since my order was cancelled by the seller due to the lack of product.

  Thank you

  Business Response

  Date: 03/23/2023

  Hello ****,

  The total cost of the order will be refunded to you. 

  Customer Answer

  Date: 03/23/2023

  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. 
  
  
  
  Regards,
  
  
  
  **** *****
  

• Initial Complaint

  Date:02/10/2023

  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 purchased several trees and plants from Burgess seed and plant company in March 2022. They have a limited warranty where they will (supposedly) replace plants that have died. I have emailed several times and contacted their customer service without any response. Apparently I’m not the only customer they have taken advantage of. Buyer beware. Also they are associated with several other companies. Gardens Alive, Michigan Bulb Company, Gurney’s, P. Van Bourgondien, Brecks and Spring Hill Nurseries. So beware of ordering from those as well because they are all one.

  Business Response

  Date: 03/24/2023

  Dear ******

   

  We are sorry to learn of your experience with our product. We attempted to reach you by phone on 03.15, 03.17.23, and 03.24.23. We left a voicemail message to gain a better understanding of how to resolve this matter. Please advise how we may provide a suitable resolution to this complaint.

   

  Warmest regards,

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  I have received no voicemail in regards to this claim. If they have called then it has been from different numbers and I cannot identify the numbers or origin in which they are coming from. If they will leave a voicemail with a number I can contact them then I will return their call and try to agree upon a resolution. Which at this point wild simply be to refund my purchase. 
  
  

  Business Response

  Date: 04/05/2023

  I have called again on 04.05.23 and left a voicemail with my contact information. I have also followed up with an email to both email addresses we have on file. Awaiting ***** to call back to inform us what items didn't survive.

  Additional message from business:

  ******* ****** ************************** Wed, Apr 5, 2023 at 10:04 AM
  To: "*****.*********************" <*****.**********************
  Cc: "*******************************" <*******************************>, <*************************
  Hello *****,

  
  My name is ******* and I am the Contact Center Coordinator for Burgees Seed.

  
  Im terribly sorry to hear that your order wasn’t satisfactory this season.
  
  You are however protected by our No Risk Guarantee: We want you to be satisfied. If you're not happy with one of our products, we'll replace it or provide a merchandise credit for the full amount of your purchase price. All nursery stock, trees, plants, seeds and merchandise are guaranteed for one full year.
  
  You are still within your warranty period, we would be happy to make this right for you.
  
  Please reply to this email and advise which items didn’t survive or you can call directly at ************ *** **** 
  
  Thank you, 
  
  Tavaris Gu
  
  Gardens Alive! Companies
  
  Contact Center Coordinator
  
  ************************
  
  ************ **** ****

• Initial Complaint

  Date:11/02/2022

  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.

  Plants ordered Sept 3,2022 were finally shipped on 10/18 and arrived 10/25. All 3 plants were dead upon arrival.
  Customer#57749431, Order#***********
  ***** tracking **********************
  3 plants totaling $72.98

  Business Response

  Date: 11/03/2022

  *** *******,

  Thank you for your correspondence, I apologize for the plants arriving in less than perfect condition. I have issued a credit back to your card, please allow 3 - 5 business days for processing.

  Sincerely,

  Kim J*****
  Dutch Gardens

  Customer Answer

  Date: 11/09/2022

  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:09/18/2022

  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.

  In April 2022 I placed an order for tree peonies and when I received them they were not viable so I requested replacements which were unavailable so i was issued a refund . I was given a credit memo and an additional $10 apology credit . There was nothing available I was interested in as the website marks everything out of season even if it is in season if they are out of stock
  5/21/22 the peonies were "back in season " so I reordered them..only this time both pink as white was still out of season. At that time , shipping was 1 to 2 weeks . I waited and repeatedly emailed asking when shipping would happen with very poor to no response. They sent tracking numbers and I received advertisements and a pack of free 4 cantaloupe seeds but not my order . July 2022 I was advised the peonies were no longer available and my credit was reinstated .
  So I kept checking for something I wanted but even now , in fall almost every tree is out of season...its prime planting time for most trees .
  I finally decided to just pick out something to quit wasting time but my credit won't apply and the $10 apology credit won't work so I called and spoke with a very disrespectful agent and then requested a refund to my card . I have no confidence I will ever receive viable plants and after so much time I won't be able to seek help from my card company.
  I feel I have been more than patient.and I don't want to just lose $75

  Business Response

  Date: 09/19/2022

  *** ******,

  Thank you for your correspondence, I apologize for the issues you experienced with your order. I have issued a refund for the tree peonies back to your **** ending in ****, please allow 3 - 5 business days for processing.

  Sincerely,

  Kim J*****
  Burgess Seed & Nursery