Complaints

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

close

Find a Location

Gurney's has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/02/2024

  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.

  Ordered a tree under their no risk guarantee.
  
  It never even leafed out.
  
  I've been trying since to get a replacement but they always have excuses, usually the exact one isn't sold anymore. I've offered to accept a cheaper replacement.

  Business Response

  Date: 04/03/2024

  Hello,

  Please be informed that the customer engaged in a discussion with our customer service supervisor on April 2, 2024. The customer has requested a replacement tree named "Apricot Sugar Pearl Stander Tree." The estimated shipping window for the replacement tree is from April 4th to April 18th.

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

  Warm regards,

  Michaela. W

• Initial Complaint

  Date:12/27/2023

  Type:Customer Service 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.

  The Robot help and the human help is actually no help at all. Below is my actual conversation. I asked the agent not to hang up on me. She did because a few in her own words “moments” went by while I was responding. Hopefully my order will not be too late to flourish when I get it. I ordered a $69. plus plant. Guaranteed. Want this for the record in case my plant does not perform and flourish. Close Bot said: An agent will be with you in a moment. Bot said: An agent will be with you in a moment. Bot said: Thank you for contacting Gurneys how may we assist you? Bot said: Thank you for contacting Gurneys how may we assist you? Virtual Agent - 10:13 AM You said: Order Status You said: Order Status 10:13 AM - Sent Bot said: Thanks for being an existing customer. I can assist with a variety of requests select an option below for more information. Bot said: Thanks for being an existing customer. I can assist with a variety of requests select an option below for more information. Virtual Agent - 10:13 AM You said: Tracking Information You said: Tracking Information 10:14 AM - Sent Bot said: Thanks for your order! ?Click [here](****************) to login to your account to check your status receive tracking information One or more links in the message. Bot said: Thanks for your order! ?Click [here](****************) to login to your account to check your status receive tracking information Bot said: Did that answer your question? Bot said: Did that answer your question? Virtual Agent - 10:14 AM You said: No You said: No 10:14 AM - Sent Bot said: Sorry I wasn't able to help better. Would you like to talk to a human agent or to try rephrasing? Bot said: Sorry I wasn't able to help better. Would you like to talk to a human agent or to try rephrasing? Virtual Agent - 10:14 AM You said: Talk to an agent You said: Talk to an agent 10:14 AM - Sent Bot said: An agent will be with you in a moment. Bot said: An agent will be with you in a moment. You said: ***********. When will my order be shipped? It needs to arrive during the old ten days. One or more links in the message. You said: ***********. When will my order be shipped? It needs to arrive during the old ten days. 10:16 AM - Sent Bot said: Bonnie has joined the conversation. Bot said: Bonnie has joined the conversation. Bot said: Hi, what may I help you with today? Bot said: Hi, what may I help you with today? Bonnie - 10:16 AM You said: Don’t hang up this time You said: Don’t hang up this time You said: Order # *********** it needs to arrive during the old ten days One or more links in the message. You said: Order # *********** it needs to arrive during the old ten days You said: are you still there You said: are you still there 10:19 AM - Sent Bot said: To be sure I pull up the correct account, will you please verify your full name, address, telephone number and email? Bot said: To be sure I pull up the correct account, will you please verify your full name, address, telephone number and email? Bot said: Yes, I am here. Bot said: Yes, I am here. Bonnie - 10:20 AM You said: That was already sent to your robot answering service You said: That was already sent to your robot answering service You said: ******* ********* You said: ******* ********* You said: *** ********* ****** You said: *** ********* ****** You said: ***** You said: ***** You said: ****************** One or more links in the message. You said: ****************** You said: Are you still there You said: Are you still there 10:23 AM - Sent Bot said: Thank you. I am sorry as we are unable to see that. Bot said: Thank you. I am sorry as we are unable to see that. Bot said: I am checking on this for you now. Bot said: I am checking on this for you now. Bonnie - 10:24 AM You said: Thank you You said: Thank you 10:24 AM - Sent Bot said: I show it is estimated to ship 02/05/24-02/19/24. Bot said: I show it is estimated to ship 02/05/24-02/19/24. Bot said: I have not heard from you for a few moments. Are you still with me? Bot said: I have not heard from you for a few moments. Are you still with me? Bonnie - 10:28 AM You said: In the South Certain plants like Grapes need to be planted during the old ten days or they will not flourish. I’m sure or would hope Gurneys would know this. It may be. Folk Lore but it works for me. Can you expedite my order? If not I’ll just have to wait and see. My fig tree has already leafed out. You said: In the South Certain plants like Grapes need to be planted during the old ten days or they will not flourish. I’m sure or would hope Gurneys would know this. It may be. Folk Lore but it works for me. Can you expedite my order? If not I’ll just have to wait and see. My fig tree has already leafed out. You said: I previously asked fo you not to hang up!!! You said: I previously asked fo you not to hang up!!! You said: Are you there? You said: Are you there? 10:31 AM -

  Business Response

  Date: 12/28/2023

  Hello,
  I hope this message finds you well. I wanted to provide you with some
  important details regarding the customer's recent order, placed online on
  November 27, 2023. The order specifies that the items are scheduled for
  shipment in the spring of 2024, with the estimated ship date falling between
  February 5, 2024, and February 19, 2024. It's essential to note that these
  items are part of a future release.
  Additionally, I'd like to clarify that the chat between the customer and
  our representative was not terminated by our side. The customer initiated the
  disconnection at 10:36 AM, following which our representative promptly exited
  the conversation at the same time. For your reference, I have attached a
  screenshot capturing the conclusion of the interaction between the customer and
  the representative.

  
  Cust
  said:
  Are you there?
  Customer - 12/27
  10:31 AM
  Bonnie:
  Yes, I am here. I am very sorry but we are not allowed to ship before the grow
  zone has been deemed open by the USDA guidelines.
  Bonnie:
  Yes, I am here. I am very sorry but we are not
  allowed to ship before the grow zone has been deemed open by the USDA
  guidelines.
  Bonnie - 12/27
  10:34 AM
  Cust
  said: Customer has been disconnected from the conversation. 12/27 10:36 AM
  
  Bonnie C****** has left the conversation. 12/27
  10:36 AM
  
  
  Should you have any further questions or concerns, please don't hesitate
  to reach out. We are here to address any inquiries or issues related to the
  customer's order.

  
  Kind regards,
  Michaela 

• Initial Complaint

  Date:06/12/2023

  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 made a purchase of several items from Gurneys on Feb. 11, 2023, Account Number: ******** Order Number: ***********. I received an Out of Stock notice on 1 item on April 17, 2023 with a subsequent refund. I then received an Out of Stock notice on item ***** on May 8, 2023. I did not receive a refund for this item. I called Gurneys today. Robin and the team there, tried explaining to me that there was a coupon on the order and because the order was broken into 4 shipments and the coupon is split across all the shipments so no refund was needed. Neither Robin nor his team could provide any intelligible explanation and actually refused to provide a breakdown of the 1st refund issued. I explained to Robin, this didn't make any sense and told Robin that I made 1 purchase and would like the $29.99 value refunded for this product. Initially Robin told me he could do a $10 credit, I refused. He then offered a $20 credit. I still refused, as the product was purchased at ~$30 value and that's is what I would like. It seems, Gurney's employs a tricky coupon scheme to incentivize customers to purchase more product, only to go back later and cancel their product and remove their coupon value. Please investigate the practices of this company and help resolve my complaint. Thank you.

  Business Response

  Date: 06/13/2023

  Hello,

  Please be advised that the customer was updated by email that he will receive a refund
  for a total of $31.89.

  Kind regards,
  Michaela. W

  Customer Answer

  Date: 06/18/2023

  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:06/05/2023

  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.

  I placed a large order with Gurney's Seed and Nursery online in February 2023. At the time of purchase the company advised the items were available and would be shipped before 06/02/23. As of this date 17 of the items have yet to be shipped with explanations of "Batched for Shipment, Back Ordered or Available for Shipping with shipping dates anywhere from 06/09/23 to 06/26/23. These are live garden plants which will be arriving extremely late for planting in my area, and will most likely not reach maturity during this growing season. Placing my order in February was to assure I would receive plants and that they would come at the correct planting time for my area.

  Business Response

  Date: 06/06/2023

  Hello,

  The customer was advised by email of the dates their
  items will be shipped to them as well as that two items on their order are back-ordered
  and their estimated shipping dates. Also
  provided the customer with an in-house credit that they may use towards their next
  order and advised that
  this credit will not expire.

  Kind regards,
  Michaela. W

• Initial Complaint

  Date:05/03/2023

  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.

  I ordered seeds on March 15, 2023. It's may 3rd I still do not have my seeds. I've called regarding status and keep getting different excuses and new dates of shipment. I NEEDED these seeds to be planted the first part of April. The first initial ship date was first part of April, then mid April, then end of April, then first part of May now mid May!! Unacceptable!!! They'll never be ready in timeNOW. I finally spoke to a manager and he says all but two items out of about twenty have shipped, however the person I spoke to just minutes before him says they'll all ship in 4-5 days!!! Who's lying!!!! Can't get a refund they only give credit!!! THEY ARE INSANE IF THEY THINK ILL EVER ORDER FROM THEM AGAIN!!!

  Business Response

  Date: 05/08/2023

  The
  customer was advised that she will receive a refund by check for the items that
  are too late to be planted from seed. As well customer was provided with store
  credit that they may use towards their next order. Advise the customer, the credit
  will not expire and will be in their account for future purchases. 
  Warmest regards,
  
  Michaela W
  
  Garden’s Alive

• Initial Complaint

  Date:04/26/2023

  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 bought 2 ****** plants that arrived dead. They resent 2 ****** plants that also arrived dead. They want me to plant 3” dead plants to see if they are really dead.

  Business Response

  Date: 04/27/2023

  Hello, We are sorry to learn both shipments arrived in unsatisfactory condition. 2 refunds have been issued to ********** ending in ****, expiring *****- one refund in the amount of $11.56 the purchase price paid for the ****** plants, a coupon was applied to the order at the time of purchase. Coupons are non-refundable. In addition to $10.81 for shipping and handling charged at the time the order was placed. The total amount of the refund is $22.37 which should reflect on the account within 3-5 business days. The credit amounts may appear as 1 single credit transaction on your statement or 2 separate transactions. Providing the following credit memo numbers for confirmation/reference: ********* -$11.56 for failed ****** Plants **********$10.81 for a portion of the shipping and handling charged at the time the order was placed.

  Customer Answer

  Date: 04/27/2023

  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:11/01/2022

  Type:Billing 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.

  In reference to order # ***********.
  I ordered the plants in March and received the plants. The order was made with a discount coupon and full payment of $78.48 was made when ordering. Today in mail I received a final notice about collection agency reporting for unpaid balance of $38 with late penalty of $10. They sold me items as part of discount deal and sending me threatening letter to report to collection agency for the unpaid balance which I don't owe them as sell of plants was paid in full for discounted price. This is not right. They should honor the discounts they offer at the time of sale and not send bill later on for un-discounted price or reporting to collection agencies.

  Business Response

  Date: 11/02/2022

  *** **,

  Thank you for your correspondence, I apologize for the miscommunication. When the Neptune Rose and Jujube Li went out of stock, we issued refunds back to you in full instead of prorating the coupon off the price that was actually paid. Refunds in the amounts of $31.64 on 02/22/2022 and $35.13 on 05/31/2022 were issued for those items. This is what created the balance due when the Champagne Fig was shipped. I have removed the balance due from your account as this was our error.

  Sincerely,

  Kim J*****
  Gurneys Seed and Nursery

  Customer Answer

  Date: 11/03/2022

  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. 
   I would like the company to give me in written communication that the issue is resolved and company will not be sending my information to the collection agency.

   

  Regards,
  
  
  
  *** **
  
  

• Initial Complaint

  Date:07/24/2022

  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.

  Paid at time of order and now the company is sending bills wanting more money than they charged when I placed and paid for the online order. I have already called their customer service department twice and was assured it would be taken care of but I'm still getting these bills.

  Business Response

  Date: 07/25/2022

  Ms. ******,

  Thank you for your correspondence, I apologize for the miscommunication. When you placed your order, you used the $100 off $200 coupon and when the Monarch Butterfly Bush and Crimson Night Raspberry went out of stock, we refunded those items in full instead of the pro-rated charge that was paid with the coupon being applied. This was our error so I have removed the balance due today on your Gurney's order. You should not receive any new bills on this unless there is one that has been since before I removed the balance due today.

  Sincerely,

  Kim J
  Gurney's

• Initial Complaint

  Date:07/12/2022

  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 an order in May for 2 packets of seeds, 3 bareroot plants, and two live plants while Gurney's was having a sale on the website. I checked out from the website and paid the total shown. I never received the seeds, and everything else took 1 month+ to ship, but that's not the biggest problem. Two months later I received a paper bill in the mail for $8. I contacted support and they said the bill is for the difference between the "product total" (the original price of the plants) and the amount I paid at checkout during a sale. There's literally no way I can pay anything other than the amount they say is due at checkout on the website. Support says that a coupon was applied for $25 that should've only discounted me for $17. They're attempting to raise the price after the fact and charge me for the difference.

  Business Response

  Date: 07/13/2022

  *** ****,

  Thank you for your correspondence, your seeds shipped out with the Lily of the Valley on 05/17/2022. You also ordered item ***** Lemon Grass Plant and used an offer for $25.00 off $50.00 or more order. The Lemon Grass Plant was not available and we issued a refund back to you in the amount of $21.81 on 05/08/2022. We did not prorate the refund to include the coupon discount that was applied which is where the balance due of $8.38 came from. This was our error, I have removed the balance due from your account and I am including the tracking for your seeds and documentation showing the refund information and balance write off.

  Sincerely,

  Kim J*****
  Gurney's