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:04/27/2025

  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 two blueberry plants two weeks ago. I called Gurney's on Thursday after my estimated ship date had long passed. They said they would rush it and ship it that day. It's now Sunday and my plants have yet to be shipped. I emailed Gurney's and they didn't respond. I will be leaving the country shortly and if my plants are delivered then, they will just die.
  
  DO NOT BUY FROM GURNEY'S. I THINK THEY ARE A SCAM COMPANY!

  Business Response

  Date: 04/28/2025

  Hello,

  Please be
  advised that the customer placed their order on April 16, 2025.
  The shipping times provided at the time of purchase are stated as
  estimated ship dates, particularly because the items ordered are live plants,
  and shipping times can vary based on product readiness and environmental
  conditions.

  The current
  estimated shipping windows for the items purchased are as follows:
  Blueberry
  Semi-Dwarf Northland: Estimated to ship between 4/29/2025 and
  5/13/2025
  Blueberry Dwarf,
  Tophat: Estimated to ship between 4/29/2025 and 5/13/2025
  Blueberry Alive
  Fertilizer: Estimated to ship between 5/5/2025 and 5/19/2025

  We
  respectfully reiterate that these are estimated timeframes, not guaranteed
  shipping dates, as indicated during the ordering process.

  Additionally,
  the customer has mentioned disputing a charge of $100. However, our records
  indicate that the total amount paid, including taxes and shipping, was $85.10.

  We kindly
  ask the customer to advise whether they would prefer to cancel their order for
  a full refund or continue waiting for the items to ship within the
  estimated timeframes listed above. We are more than happy to assist them with
  whichever option they choose.

  Thank you
  for your attention to this matter. Please let us know if any further
  clarification is needed.

  Kind
  regards,
  Michaela

• Initial Complaint

  Date:04/04/2025

  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 ordered strawberries and Onions from provider on 3/28 Paid $10 for shipping.
  after a week i emailed them asking for tracking, no response to 2 emails.
  on 04/04/2025 I called and was told that my order was ready for shipment (strawberries only) and that the onions were back ordered by at least 2 weeks. I informed them that according to planting intructions on their own website I was suppose to plan those in March / to Mid April. After that they might not make it to blossom. Since the onions could only be shipped on 4/21 and take a week for delivery they would get here out of the frame. I told them to go ahead and cancel to which they wouldn't.

  Business Response

  Date: 04/08/2025

  Hello,

  Thank you
  for reaching out. We are truly sorry for the inconvenience that the
  customer experienced with their recent order.

  On March 28,
  2025, the customer contacted us regarding a refund for the onions that were not
  delivered. I’m pleased to confirm that the refund has been processed and should
  appear on your original form of payment within 5 to 10 business days.

  In addition,
  I have also issued a refund for the shipping charges in the amount of $11.65.
  This amount will also be returned to your original method of payment within the
  same 5 to 10-business-day timeframe.

  The customer's
  order of strawberries is currently in transit and should be delivered shortly.
  We’re closely monitoring its status to ensure it reaches the customer as
  quickly as possible.
  The total
  refund issued so far is $38.64.

  Once again,
  we sincerely apologize for the inconvenience. Please don’t hesitate to reach
  out if you have any further questions or concerns.

  Kind
  regards,
  Michaela. W

  Customer Answer

  Date: 04/08/2025

  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, although the refund hasn’t been received yet. In good faith I’ll assume that they will be processing a refund. 
  
  
  
  Regards,
  
  
  
  **** *******
  

• Initial Complaint

  Date:03/19/2025

  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.

  I purchased a Carmine Jewel cherry bush and pink lemonade blueberry bush on 11/14/2024. The pink lemonade blueberry bush was supposed to be 10-14 inches tall.
  
  The first one (received March 1) was only 5-6 inches tall. I received a replacement March 15, but it was stuffed into a 9 inch box, which malformed the branches into being only 5 or so inches tall. Please see pics. Both bushes are also dead.
  
  I realize you don't normally do refunds, but I feel it is quite wrong to charge me for an item you cannot provide. My guess is you don't have bushes of the correct size or the correct box to ship them in.
  
  The first photo is the first bush. The second and third photos are the March 15 bush. Obviously, a 10-inch bush cannot fit inside a 9-inch box--especially since it also has dirt.
  
  I understand that crop issues can happen, but I hope you agree that a customer should be made whole in those circumstances. Since you are unable to provide the correct sized bush that is alive, please refund me the $19.67 I paid back to my credit card so I can feel potentially safe ordering from Gurneys again. I emailed you on March 15 to request this but received no response of nearly midnight on March 19. I would like to see this resolved. Thank you.

  Business Response

  Date: 03/24/2025

  Hello,
  
  We sincerely apologize for any inconvenience this matter may have caused the
  customer. To address the issue, we have processed a full refund for the item in
  question, totaling $19.65. The amount will be credited back to the customer’s
  credit card. Please allow 5 to 10 business days for the refund to reflect on
  their account.
  
  If there is any additional assistance required, please do not hesitate to
  reach out.
  
  Kind regards,
  M*******

  Customer Answer

  Date: 03/27/2025

  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. 
  
  
  To Gurney’s—thank you for fixing this.

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

• Initial Complaint

  Date:03/18/2025

  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.

  01/14/2025, order or irish potatoes and sweet potatoes.
  irish potatoes were to be shipped 2/17/2025-3-3/2025, planting season here is from 2/15-3/25
  
  sweet potatoes were to be shipped 4/21/2025-5/5/2025, planting season is 4/15-6/1
  
  They changed the delivery date to 3/31- later for the Irish potatoes(too late to plant here), but really they were waiting until the **** allowed the shipment of sweet potato slips and ship them both, which would be at the earliest 4/21... making me hold on to the Irish potatoes for 10 months to plant them... making them MUSH months over by the time I would be able to plant them.
  
  I guess they don't understand how live plants/seeds and planting seasons work, because while that would work for standard seeds, potatoes rot... and even then, if I ordered tomato seeds and sweet potato slips, I wouldn't be able to plant tomatoes this year because seeds need to be started and plants grown before their fruit producing season.

  Business Response

  Date: 03/19/2025

  Hello,

  Regarding the customer’s order, the shipment would have been within the
  appropriate planting window for their growing zone (8a). The first variety she
  ordered, sweet potatoes, is typically planted in late May or early June and
  requires 90 to 150 days to harvest. The second variety, Purple Majestic
  potatoes, can generally be planted between late March and early April; however,
  in her planting zone, they could still be planted as early as June.
  Please note that the customer canceled her order on March 17. Additionally,
  as a goodwill gesture, a $15 credit was applied to her account on the same day,
  which does not have an expiration date.

  We do ship products according to the appropriate growing zones, and in this
  case, the planting window for her order was still open.

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

  Kind regards,
  Michaela

  Business Response

  Date: 03/19/2025

  Hello,

  Regarding the customer’s order, the shipment would have been within the
  appropriate planting window for their growing zone (8a). The first variety she
  ordered, sweet potatoes, is typically planted in late May or early June and
  requires 90 to 150 days to harvest. The second variety, Purple Majestic
  potatoes, can generally be planted between late March and early April; however,
  in her planting zone, they could still be planted as early as June.
  Please note that the customer canceled her order on March 17. Additionally,
  as a goodwill gesture, a $15 credit was applied to her account on the same day,
  which does not have an expiration date.

  We do ship products according to the appropriate growing zones, and in this
  case, the planting window for her order was still open.

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

  Kind regards,
  M*******

• Initial Complaint

  Date:03/10/2025

  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.

  I ordered seeds, the order and packing slip was correct, but the wrong item was in the package. I called within a day or two of receiving it and was told a replacement was shipped. I called today to check a status and there was no replacement on the way. I found out they couldn’t ship a replacement for three more weeks, so I asked for a refund. They do not issue refunds even when they have made a mistake.

  Business Response

  Date: 03/11/2025

  Hello,

  Please be advised that we received your inquiry on March 10, 2025. A refund
  has been issued to your ******* account, and it may take up to 10 business days
  to reflect in on the customer's account.

  We sincerely apologize for any inconvenience. If you have any further
  questions, please don’t hesitate to reach out.

  Kind regards,
  Michaela

  Customer Answer

  Date: 03/11/2025

  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:11/26/2024

  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 3 orders with Gurneys for 5 different types of items. Two types of apple trees. The last order was on sale items which included 4 large blackberry bushes of two different varieties. I also ordered two different types of asparagus. Each order was projected to be shipped at the appropriate time for planting. One by one orders were cancelled when it should have already been shipped. Leaving me no opportunity to order each item from somewhere else and have it here in time for it to be planted in the fall. I did receive each asparagus plant. One was in good shape. The other one was dead. They received payment for these items at the time of purchase and held my money until they cancelled my order. If it was one product, I would understand. But, four different products ordered in three different orders being cancelled is fishy. I believe this company sells items they do not have in order to receive customers’ money to float their business. Even though they refund the money if a company does this with enough customers, they could operate and make a profit. I believe this company is a scam that ships enough to look legit. I believe they should be investigated. I also want them to find the items they sold me and ship them asap.

  Business Response

  Date: 11/29/2024

  Hello,
  
  Thank you for sharing your concerns. We truly regret that
  your order cancellation has caused frustration and want to assure you of our
  commitment to quality and transparency.
  
  When dealing with live items, unexpected challenges can
  arise—whether due to environmental factors or the plants not meeting our
  quality standards. In such cases, we make the difficult decision to cancel
  orders rather than send products that do not meet our expectations.
  
  Please know that your refund was processed promptly, and any
  additional compensation offered was a sincere gesture to address your concerns.
  We can assure you there is nothing deceptive about our practices; our focus
  remains on delivering quality products and ensuring customer satisfaction.
  
  Kind regards,
  Michaela

• Initial Complaint

  Date:10/17/2024

  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 two different times. The 2nd order was satisfactory.
  
  The first order was for $742.22 (the apple trees and seed order I placed was satisfactory and received in a timely manner).
  
  However the rest of the order only recently arrived and I am in a zone where my plants will DIE because I did not get them until 7-9 WEEKS after placing my order. At the time I placed my order ALL items were IN stock and should have shipped immediately. Instead they would hold my order if ONE item was out of stock. Then suddenly TWO items were out of stock. All the while while the dates kept getting pushed back again and again. As of today I am STILL missing 2 Raspberry bushes I ordered. If they had sent my order on time the plants would have had time to develop roots instead of now where they will die when basically 32 degrees will be here in a few weeks.
  
  I would like a FULL refund of the following products (that got shipped late or haven't even been SENT yet) Those items are as follows:
  ***** x2 strawberry whooper $39.98
  ***** x2 Garlic $57.98
  ***** x1 BM Blackberry $29.99
  ***** x7 Asparagus $188.93
  ***** x1 Prime Blackberry $27.99
  *****x1 Northland $24.99
  ***** x1 Patriot $24.99
  ***** x1 Cherry $59.99
  ***** x2 Raspberry $49.98
  
  Total $504.82 (plus I would like any TAXES and or shipping on those said items also refunded).
  
  I do not want a CREDIT. It is not MY fault your company did not send these products in a timely manner. I would like a refund on those products to my bank card.
  
  I didn't know that I needed to research a seed/tree company but the reviews on here and trustpilot are horrible. Apparently I need to check out all businesses in the future before placing online orders for plants.
  
  I'm NOT interested in a credit. I'm looking for a refund on that order. Because of this I will have to reorder all those plants next year, which means now I'm a YEAR behind where I wanted to be for my garden and that is unacceptable.

  Business Response

  Date: 10/18/2024

  Hello,
  
  I wanted to provide some clarity to why no refund will be issued regarding the customer’s
  concerns about the items from order #***********. When the order was placed,
  the website indicated that these items would ship in the fall or at the
  appropriate planting time for the customer’s zone (5A). The shipping schedule
  aligns with the ideal planting period for the region to ensure the plants have
  the best chance to thrive.
  
  Below is a summary of the delivery dates for the shipped
  items:
  Delivered
  by ***** on April 10, 2024, at 11:20 AM
  *****:
  Gurney’s Whopper Strawberry (Qty: 2) – $39.98
  *****:
  Hardneck Music Garlic (Qty: 3) – $57.98
  Delivered
  by ***** on October 14, 2024, at 11:50 AM
  *****:
  Blackberry Black Magic™ (Qty: 1) – $29.99
  *****:
  AsparaBest® Asparagus (Qty: 5) – $134.95
  *****:
  Prime-Ark® Blackberry (Qty: 1) – $27.99
  *****:
  Northland Blueberry (Qty: 1) – $24.99
  *****:
  Patriot Blueberry (Qty: 1) – $24.99
  *****:
  Dwarf Romeo™ Cherry (Qty: 1) – $59.99
  Delivered
  by ***** on October 16, 2024, at 11:10 AM
  *****:
  AsparaBest® Asparagus (Qty: 2) – $53.98
  Order
  Canceled and Refunded will take 5-10 business days
  *****:
  Red Latham Raspberry (Qty: 2) – $49.98 total with taxes is $53.48 total
  
  Additionally, the customer was previously issued a $58.84
  replacement certificate on September 30, 2024, for an ***** **************®
  tree that was reported as diseased.
  
  Please note that the plants received are in a dormant state,
  which is typical for this time of year. While they may appear inactive, this
  dormancy is essential for their survival through the winter. Once planted, they
  will begin to establish their root systems and will start to grow in the
  spring. If any plants fail to grow after proper care and planting, we would be
  happy to review photos and provide further assistance at that time.
  

  I have enclosed a calendar that shows the temperatures for
  this area based on the customer’s ZIP Code.

  For items that were not shipped, refunds have already been
  processed and the customer was not bill for any shipping for this order.
  
  Thank you for your understanding.
  
  Kind regards,
  Michaela

  Customer Answer

  Date: 10/18/2024

  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.

  
  

  
  

  First you can check the added screenshots from my side. I did NOT receive my plants on April 10th (really?) Also feel free to check the weather and compare it to the timeframe of when the vast majority of my plants were delivered. If you had read the original report you would have read that I had stated the apple trees and seeds were acceptable (because a tree had been replaced and the seeds had come in a timely matter) HOWEVER, the rest of the order (garlic/strawberries/asapargus/blueberries/blackberries/cherry) were only received in the last two weeks) If you look at the calendar image I've attached you can see the weather and less than 2 weeks it will be below 32. But don't forget the 13th and 14th of October that were 32 and 28 DEGREES at night respectively (already) so we've already had below 32 degree weather. Are you telling me and other gardeners that the ideal time to plant in fall is a few weeks before negative temperatures?

   

  Bulbs and plants need more than 6 weeks to establish roots so they do NOT die. Telling me you are rejecting my refund because you shipped them APRIL (when I didn't place my order till August/which by the way was the most optimal planting time within 30 days of me placing my order) is a straight out lie. The vast majority of that order was ONLY shipped recently. (aka the last few weeks) OH AND Raspberries have NOT EVEN BEEN SHIPPED. 9 WEEKS and 2 days and still NOT here with frozen weather again in less than 2 weeks. 

   

  Again I'm looking for a refund on the plants listed above (garlic/strawberries/asapargus/blueberries/blackberries/cherry tree and the raspberry trees I haven't even gotten yet). Those total 504.82 out of the 742.22. I would like the refund on the $504.82 (plus any related taxes/shipping for THAT part of my order) because of your inability to send things in a timely manner. Those items are ALL items that I've only recently received (with not enough planting time to establish any roots before the cold). 

   

  October is NOT my "best" fall planting zone in zone 5a. And most assuredly my grow zone is not a simple 2-4 weeks before winter (unless I'd like my plants to die). When I placed my order all things were in stock (and would have been totally fine to plant into the ground) However the date on my deliveries kept getting pushed back no less than 10 times but probably closer to 20 since I wasn't monitoring daily but I did take notes of dates and they kept pushing back. Even now the raspberries haven't shipped and some of those times while it said they were "backordered" they were still available ON YOUR SITE for other people to purchase. There was no indication when I bought my plants that your company could take 8-12 weeks or longer to ship. It is now Oct 18th and am still missing 2 plants. You can't seriously think I can plant those missing raspberry trees (as they haven't even been shipped) and they won't die over winter.

   

  As I said before please refund the $504.82 part of my order (and any taxes/shipping related to that). As those relate to items you've literally only shipped out (or in the case of raspberries not even shipped out).
  
  
  
  
  Regards,
  
  
  
  ******* *********
  
  

  Business Response

  Date: 10/31/2024

  Hello,
  
  I’d like to confirm that refunds will be processed for
  the items the customer had issues within their recent orders. Please see the
  details below:
  
  Order #***********
  Refund
  for:
  (2)
  Garlic (*****) — $57.98
  Total
  refund: $57.98
  This refund will appear on your credit card within 5-10 business days.
  Refund
  for:
  (7)
  Asparagus (*****) — $188.93
  (1)
  Blueberries (*****) — $24.99
  (1)
  Blueberries (*****) — $24.99
  (1)
  Blackberries (*****) — $29.99
  (1)
  Blackberries (*****) — $27.99
  (1)
  Cherry Tree (*****) — $59.99
  Total
  refund: $324.10
  This refund will appear on your credit card within 5-10 business days.
  Refund
  for:
  (2)
  Raspberry Trees (*****) — $53.48
  Total
  refund: $53.48
  This refund will appear on your credit card within 5-10 business days
  from 10/21/2024.
  Order #***********
  (1)
  ***** ************** (74311) — Refund of $58.84
  This refund will appear on your credit card within 5-10 business days from
  10/31/2024.
  Order #***********
  RC#
  *********
  (1)
  Granny Smith Reachables — Refund of $57.77
  This refund will appear on your credit card within 5-10 business days from
  10/31/2024.
  
  We have also canceled any replacement certificates and
  will proceed with the full credit as outlined above.
  
  Thank you for your patience and understanding, and please
  don't hesitate to reach out if you have further questions.
  
  Kind regards,
  Michaela

  Customer Answer

  Date: 11/07/2024

  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:05/07/2024

  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 10 green giant plants order ******** and only 2 arrived, missing a total of 8. Now I have to change my schedule and I paid someone to put them in this week. This is a huge inconvenience.

  Business Response

  Date: 05/10/2024

  Hello,

  I wanted to inform you that our customer has already been in contact with our customer service department on May 7th, 2024. As a result, a reshipment has been arranged for the entire order of 10 Green Giant Arborvitae. The customer has been provided with an estimated shipping window of May 13th, 2024, to May 27th, 2024. Once the items are dispatched, an email containing the tracking number will be sent to the customer's Hotmail address on file.

  Should you have any further inquiries, please feel free to reach out to me.

  Kind regards,

  Michaela W.

• Initial Complaint

  Date:04/26/2024

  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.

  placed a order on 3-23 24 for seed and had a estimate time of delivery 4-15 I called and they told me the seed would ship around 5-20 -24 I need this seed now not a month later. I called and was disconnected 4 times when i ask to talk to a supervisor.The last time i gave my phone # and no return call.

  Business Response

  Date: 04/26/2024

  Hello,

  I wanted to inform you that the customer recently reached out to our call center regarding their order, and unfortunately, it has been canceled. Rest assured, we're processing a refund back to the original method of payment, which should reflect within the next 5 to 10 business days.

  If you have any questions or concerns about this process, please feel free to reach out to me at your convenience.

  Warm regards,

  Michaela

• Initial Complaint

  Date:04/03/2024

  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 actually ordered 3 products and the estimated shipping date changed without contacting me that it had changed. When I contacted them, I got answered by an AI then to a agent who told me that all they could do was put a rush on it. I ordered a product, I haven't received my product and there hasn't been any communication regarding the delayed shipping of the product I already paid for. I called customer service and was informed that they didn't have the man power to contact those who's shipping got delayed. That's just common courtesy. When I placed the order, the products were in stock. The products I was unable to order, I ordered from their competitors a week or so after my purchase from Gurney's. Those products arrived swiftly and in perfect shape. I receive multiple advertisements from Gurney's daily in my email and they do have the software available to contact their customers if the products they have ordered will be later that previously advised. I believe that this is an unethical business practice that Gurney's has deployed successfully over the years and needs to be addressed. I would like my trees delivered healthy and quickly.

  Business Response

  Date: 04/03/2024

  Hello,

  I wanted to inform you that the customer's order is
  scheduled to be shipped within the next 24 hours. Once ***** collects the
  items, the customer will receive an email containing the tracking number for
  your convenience.

  If you have any questions or concerns, please don’t hesitate
  to contact me.

  Kind regards,
  Michaela

  Customer Answer

  Date: 04/03/2024

  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,
  
  
  
  **** *****