Complaints

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

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• 

  Gurney's

  PO Box 4178 Lawrenceburg, IN 47025-4178

  
• 

  Gurney's

  Louisiana, MO 63353-0454

• 

  Gurney's

  3590 Lucille Dr Cincinnati, OH 45213-2674

  

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:06/10/2025

  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 ordered 10 strawberry crowns. When they arrived there were only 9 and 7 of those were already showing signs of rot. I contacted them about it and they offered store credit. I told them store credit was worthless as I never planned on shopping there again due to the poor experience and asked for a refund but they refused and offered $5 more store credit instead. I waited a few weeks to see if the plants would grow or recover and none have. A complete rip off. I didnt even get one plant out of it.

  Business Response

  Date: 06/10/2025

  Hello,

  I am sorry to hear the customer did not have a positive experience and that
  their item did not thrive. As a resolution, a full refund of $35.98 has been
  issued to the original form of payment. Kindly note that it may take 5 to 10
  business days for the refund to appear on the customer’s credit card statement.

  If there are any further questions or concerns, please don’t hesitate to
  reach out.

  Kind regards,
  Michaela

• Initial Complaint

  Date:05/27/2025

  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 repeatedly saw Gurney's advertising online and almost always using a photo of Phasion Variegated Canna, which was very striking. I wanted them but if I was going to be paying for shipping, it made sense to order some additional items at the same time that I planned to plant with the canna. I placed an order on 01/23/25 and they confirmed it the same day. On that date, they also processed a charge to my credit card for the full amount even though they were not going to ship my plants for another 3 months. 01/23/25 ** ******* *********** ** $91.91. For a considerable time afterwards, I continued to see them advertising the Variegated Canna that I had ordered and paid for in full. Then, on 04/21/25 they sent me a notice saying they don't have any more of these. They gave me no option to cancel the rest of the order, which I would have since the idea was to make a grouping, and sent me 3 hostas. On 5/06/25 wrote to them asking how it was possible that they so poorly controlled their inventory that they took money from me for an item and then continued to advertise it but did not have it when it came time to ship it. I also asked for an accounting as to how much money they took from me and how it was distributed because at this point, I did not trust them. I got a response of so sorry, stuff happens but no accounting. Someone was supposed to get back with me but never did. However, "coincidentally", the very next day I received another email saying the remaining items in my order (aside from the Canna which they cancelled) would be delayed and shipped in the Fall. So this was a terrible customer service experience, I have only received one type of plant, they destroyed my landscape plan for these items, and are assuming they can ship something months from now. Not acceptable. I want them to completely cancel the botched up order and refund my money. Send no further plants and if they want their hostas back, they can have them. I'm disgusted.

  Business Response

  Date: 05/29/2025

  Hello,

  Thank you
  for reaching out to us. I’m very sorry to hear that the customer’s recent
  experience did not meet their expectations. We truly value their feedback and
  appreciate the opportunity to make things right.

  Upon
  reviewing their order, I can confirm that a refund of $36.35 was
  processed on April 17, 2025, for the items that went out of
  stock. In addition, we have initiated two more refunds—one for $25.88(STANDING
  OVATION LITTLE BLUES) and another for $18.18(shipping). Altogether, they will
  be receiving a total refund of $80.41 for this order.

  Please note,
  we take quality very seriously. If any items do not meet our shipping
  standards, we choose not to send them, as we never want to deliver subpar
  products to our customers. When it comes to live plants, such as those in their
  order, there can be unexpected challenges due to weather and other natural
  factors.

  Only the
  hostas were shipped, and since they arrived in good condition, no return is
  necessary. The refunds are for the items that were either unavailable or did
  not meet our quality standards.

  All refunds
  will be returned to your original method of payment. While they’ve been
  processed on our end, please allow up to 10 business days for the amounts to
  reflect in their account, depending on their financial institution.

  Thank you
  again for your understanding. If you have any further questions, feel free to
  reach out.

  Warm
  regards,
  Michaela

  Customer Answer

  Date: 05/29/2025

  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:05/23/2025

  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.

  Paid 83.92 only shipped one plant. It was extremely dead. The other one was not is box although is was listed in the shipping order. Offered a credit. I do not want them to have my business.

  Business Response

  Date: 05/23/2025

  Hello,

  Please be
  advised that the customer contacted us via phone regarding their recent order
  today. A refund in the amount of $65.39 has been processed for
  the items reported as having arrived dead on arrival. The refund will be issued
  to the original form of payment used during the online purchase and may take 5
  to 10 business days to reflect.

  Additionally,
  the remaining portion of the customer’s order is scheduled for delivery on May
  27, 2025, by 9:00 PM, as per tracking number #**********************.

  Should the
  customer experience any issues with this second delivery, they are welcome to
  contact us again, as they did today, and we will be happy to assist them
  further, including processing a refund if necessary.

  Kind
  regards,
  Michaela

• Initial Complaint

  Date:05/22/2025

  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 made the order on May 1 with this company. It was a mother's day gift, considering I was ordering early enough I thought it was a great purchase. The day came and went and she still hadn't gotten anything, so I emailed. I emailed twice before I got a single response and all it said is my item would ship within the window of the 15th-20th, despite this being after mother's day I still waited hoping the item would be shipped. Here we are on the 21st, still no shipped item, no refund, no other options than to continue waiting and hoping the item ships. Or perhaps they are waiting for me to simply forget I ordered the item? I'm not sure but my mother still hasn't gotten anything and the company still hasn't reported shipping anything. The account number I was given is ********, and the order number is ***********
  There has been no solution offered and still no item shipped. I can't even get my money back and after looking at the lower reviews on their page and people have had to fight with credit card companies just to get a refund. I just want this company to be held accountable for poor business management so other people don't have this experience. Id also like my money back so I can get my mom a new mother's day gift.
  *Attached image is the 3rd email I received, on the last day of the shipping window. It's the same basic email as the first two and offered no solution than trying to get me to believe they are actually going to ship the item

  Business Response

  Date: 05/23/2025

  Hello,

  Thank you for reaching out to us. We sincerely apologize that the customer's order did
  not arrive in time for Mother’s Day. We understand how important timely
  delivery is, especially for meaningful occasions.
  
  Please note that the shipping dates provided at the time of purchase were
  estimated and not guaranteed. We do our best to meet these timelines, but
  occasionally there may be unforeseen delays.
  
  We also want to confirm that we received the customer's request yesterday and have
  processed a full refund of $39.31 to your original method of payment. Kindly
  allow 5 to 10 business days for the refund to reflect on the customer's account,
  depending on their financial institution.
  
  We appreciate your understanding, and if there is anything further, we can
  assist you with, please don’t hesitate to let us know.
  
  Kind regards,
  Michaela W

  Customer Answer

  Date: 05/23/2025

  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. 
  

  The company (Gurney's) did NOT rectify the situation, and I canceled the order. The claim is that I will be refunded. As long as the refund occurs within the time window given, I accept this agreement to disagree and go separate ways. I will not shop through them and have found a new company to work with instead. 

   

  
  Regards,
  
  
  
  ******** *****
  
  

• Initial Complaint

  Date:05/14/2025

  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.

  Purchased multiple items April 16th. Received items in multiple shipments. Sweet potato slips showed up dead. I called and they said they would resend a new shipment. Second shipment took a week in the mail system and arrived dead as well. The company will only offer a credit to their store. They will not reimburse me to buy these locally, seeing they could not provide the product. Will never buy from this company again. They do not stand by their product.

  Business Response

  Date: 05/15/2025

  Hello,

  I wanted to let you know that a full credit has been issued for the customer's
  recent order. This includes:
  $24.99 for the item
  $10.99 for the
  shipping

  The total refund amount is $35.98, which will be returned to your original
  form of payment. Please allow 5–10 business days for the credit to reflect on
  your account, depending on your financial institution.

  If you have any questions or need further assistance, please don’t hesitate
  to reach out.

  Kind regards,
  
  Michaela W

  Customer Answer

  Date: 05/15/2025

  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:05/10/2025

  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.

  talked with one of service members yesterday 9 May 25 about my orders that I have not received  
  
  *********** $100.47
  
  *********** $95.23
  
  ******* ****** **** ********* *** *********** ** ***** ###-###-####
  
  
  Have attempt the find out when these orders would be delivered three time and have not got any answers. The first time was it was shipped on the 25 Apr the second time 15 Apr I asked for tracking information and still have not received any information and on the 9 May was told I would receive a store credit and an email with a store credit number have not received that email.

  Business Response

  Date: 05/12/2025

  Hello,

  Please note that the original order was a pre-order item placed in Summer
  2024, with an expected shipping window in Spring 2025. The initial orders,
  #*********** and #***********, were shipped on April 15. Unfortunately, the
  shipment was lost in transit by the courier.

  The customer reached out to us on May 9, and our representative
  promptly arranged for a replacement shipment of the lost items. The replacement
  order for the strawberries, #***********, is scheduled to ship
  between May 14 and May 19, 2025. Once the order is dispatched, a
  tracking number will be sent to the customer at rickj******@live.com.

  Additionally, the customer was previously issued a replacement certificate
  for order #***********, valued at $95.23. As a
  courtesy, I have canceled that certificate and processed a full refund to the
  original method of payment. Please allow 5 to 10 business days for the refund
  to reflect on the customer’s account.

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

  Kind regards,
  Michaela

  Customer Answer

  Date: 05/12/2025

  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:05/08/2025

  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 placed order (#***********) for 3 seed packets 4/21/25, paid shipping $6.99.
  I received an email confirmation of the order on 4/21/25.
  On 4/23/25, I received an email confirmation that the order had shipped and inviting me to view my order status online at any time, but there was no tracking status available.
  In online chat with Gurney’s week of 5/1/25, I was told that the items had shipped & that USPS shipping times were 10-15 business days. USPS said first class mail from Gurney‘s warehouse to ******** ******* should take 1-5 business days, NOT 10-15.
  Today, 5/8/25, I received an email asking me to review my purchase. When I went to my account page online, it says my order is complete. I contacted Gurnee‘s customer service who was very polite but just continued to state that USPS first class service was 10-15 business days. I was told that if my seeds had not been delivered by 5/13/25, I could call again.
  I think that my order probably was not shipped at all (especially since tracking was neither provided nor available).
  Also, the shipping information given by Gurney’s appears to be incorrect and misleading.
  Based on originating zip code *****, delivery to ***** (******** *******) should have been 4 business days (delivery from *****, the other Gurney’s address, would have been 3 days):
  image1.png
  Max USPS delivery is 5 business days unless there are weather or other unforeseen complications (see images attached).
  I ordered these 3 seed packets because the other seeds I ordered from Gurney’s earlier in the year produced plants which did not survive the transition to outdoors. Until this incident, I probably would have recommended Gurney’s to anyone purchasing plants or seeds, but now my opinion of Gurney’s has plummeted and and I will definitely consider purchasing plants and seeds from other, more reliable, businesses in the future.
  
  Sincerely,
  ******** ********
  Gurney’s account #********

  Business Response

  Date: 05/09/2025

  Hello,
  
  Thank you for reaching out. We’re sorry to hear that the customer was not
  satisfied with the delivery timeframe of their order. Please note that the dates
  provided at checkout are estimated, and while we strive to meet them,
  occasional delays may occur.
  
  As a gesture of goodwill, we’ve issued a full refund of $27.30 to the customer's original form of payment. Please allow 5 to 10 business days for the refund to
  be processed and reflected on their account.
  
  If you have any further questions or need assistance, please don’t hesitate
  to contact us.
  
  Kind regards,
  Michaela

  Customer Answer

  Date: 05/14/2025

  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.

  
  

  While I appreciate the refund provided, their response does not address the problem - that the business has inaccurate information about the USPS shipping times and did not provide tracking information. It also does not address that it has been well over 15 business days since my order was supposedly "shipped" but I still have not received it, nor any explanation.

   

  I believe that the business, Gurney's, needs to reevaluate its shipping guidelines and the information presented on its website. If the "Handling time" is actually greater, then they should reflect that instead of trying to claim that first class US mail (an envelope) will not be delivered for up to 3 weeks. I just placed an order for replacement seeds from another company and have already received tracking information, so I know that it is possible to get tracking on a first class envelope.
  
  Regards,
  
  
  
  ******** ********
  
  

• Initial Complaint

  Date:05/02/2025

  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.

  Order placed on 4/19/25
  Email confirmation reporting shipped on 4/22/25 via USPS
  No receipt of product as of 4/29/25
  Called 4/29/25 reporting non receipt and no USPS tracking information.
  They could not explain why there was no tracking information
  Called again on 4/30/25 reporting non receipt of order. Company could not explain why no tracking info.
  5/02/25, still no receipt of order. Contacted Gurney's requesting cancellation and demanding a refund of order. No response.

  Business Response

  Date: 05/05/2025

  Hello,

  We’re truly
  sorry to hear that your experience with the delivery timeline did not meet the customer's expectations. As a resolution, we have issued a full refund of $53.93 to the
  original form of payment. Please note that it may take up to 15 business days
  for the refund to be reflected in your account.

  Thank you
  for your understanding, and we sincerely appreciate your patience.

  Kind
  regards,
  Michaela

  Customer Answer

  Date: 05/05/2025

  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:05/02/2025

  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 ordered a " Supposedly " live plant on their website and what I received was nothing like what was being advertised. The plants iI received neither of them where what was on the website. After a call yesterday and a follow-up call the customer service agent just hung up on me after repeating my concerns about getting more dead plants and these business practices where not legeal and deceptive and she told me all of these where bare root well that's not what's advertised.

  Business Response

  Date: 05/05/2025

  Hello,

  Please be
  advised that the item in question was shipped as a bare-root, dormant plant/tree.
  This method of shipping is indicated on our website at the time of purchase. We
  ship the majority of our plants and trees in bare root form, as it is less
  stressful on the plant during transit and promotes successful establishment
  once planted.

  To clarify,
  the website does display both the description and an image of the product in
  its bare root form at the time the order was placed. Additionally, we provide a
  one-year No-Risk Guarantee to ensure customer satisfaction and successful
  growth.

  We kindly
  recommend that the customer proceed with planting the bare-root tree as
  instructed. The same webpage where the order was placed includes helpful
  step-by-step planting videos and tips to support customers in properly
  preparing and planting bare-root trees.

  Regarding
  the order total, the customer was charged $21.95. We are unsure where the $45
  discrepancy may have originated, as all pricing and product details were
  accurately displayed at the time of purchase.

  Please don’t
  hesitate to reach out if you have any further questions or concerns—we’re happy
  to assist.

  Kind
  regards,
  Michaela W.

  Customer Answer

  Date: 05/05/2025

  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

  It's kinda Ironic that after reciving this complaint the website was changed. Although that still dosen't resolve the misleading discreption CLEARLY by the photo I shared was a screen shot the day I filed the complaint. All I wanted was my plant as it was clearly stated on the site. I feel like I am asking for some accountability. Changing the website after not only ME but previous customers where mislead. Again bait and switch most of the descriptions for what was being offered where clearly marked as so and I had purchased as bare root but not saying a live plant will arrive as seen not ok.

  
  
  
  
  Regards,
  
  
  
  ***** *******
  
  

• Initial Complaint

  Date:05/01/2025

  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.

  Attempted to buy seeds from them, after 2+ weeks, still have not received the seeds. I have attempted to reach out to customer service with no response, I am going through my CC company to get a refund. Order was placed April 13 first attempted contact was April 26 and again April 29.

  Business Response

  Date: 05/01/2025

  Hello,

  We would like to inform you that the customer's order was shipped on April 18.
  However, we sincerely apologize that it has not been received, as it appears
  the package may have been lost in transit by the delivery carrier.
  
  As a result, we have processed a full refund of $11.64 to your original form
  of payment. Please note that it may take 5 to 10 business days for the refund
  to be reflected on the customer's credit card, depending on your bank’s processing time.
  
  We truly appreciate your understanding, and we’re here to help if you have
  any further questions or concerns. Please don’t hesitate to reach out.
  
  Kind regards,
  Michaela

  Customer Answer

  Date: 05/01/2025

  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,
  
  
  
  ******* *******