Complaints

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

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  Roberta's, Inc.

  24 W. Franklin Street Shelbyville, IN 46176

  
• 

  Roberta's, Inc.

  P.O. Box 368 Waldron, IN 46182-0368

  

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:05/25/2023

  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 two sets of plants late in the season last year. There were shipped around Oct 3, 2022. Both the roses and the geraniums died. The weather was not conducive to them getting established.I called and spoke to *****. He told me the plants had a 23 month guarantee, and when the plants failed, I should call after the last freeze for my area and the plants would be replaced.The customer service personnel I spoke with were mostly friendly and helpful. So on April 17th of this year I called and asked for replacements. I was told they would ship in two weeks and I should call back for the tracking information.That is over 2 months ago, and every two weeks, I would call back to inquire. After waiting for so long, I told ***** not to send the geraniums and just send the roses. He agreed. I did receive a box after that, with no notes or any written material,. They even did not include who the package was from. I assume it was the geraniums, after telling them I just wanted the roses. But that is a guess since there was nothing written.The last time I called was May 11th. I was told the roses were being packed up that very day.Today is May 22, and I have not received them. This company offers a guarantee that they do not honor. It makes it totally a deception and useless.The company sells on line, plus QVC and Zulilly. They talk a good game but do not follow through. Since Aprl 17th, they have lied to me repeatedly. It seems redundant to call them again **** R ********* ** May 22, 2023

  Business Response

  Date: 06/01/2023

  Hello,

  I apologize for the replacement orders not being sent to you by now. I have taken a look at your account and the previous replacement package was the hardy geraniums that you requested based on them dying. I will get the *** Easy Roses to you early next week via *** Ground on this tracking number. Here is the tracking number and please look for these towards the end of next week now. Thank you for your patience and understanding in receiving this replacement order. Thanks again. 
  1Z051YA40397118463

• Initial Complaint

  Date:05/09/2023

  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.

  Feb. 8, 2023 order ***********, billed on **** statement on Feb. 9, 2023 for 2 plants for $73.08. Plants delivered on April 21, 2023 from **** Both plants had multiple branches broken (including main stem), one plant completely dry and leafless, the other broken down to about 1/4 of the size ordered. Both died. Sent notice to *******'s the same day, with descriptions of plants. Followed up with pictures of plants and filled out the replacement forms on *******'s site. Called multiple times to customer service, but was left hanging on the line. Finally, emailed them that I would dispute the charge on my credit card if they did not contact me. On May 3, 2023, I received an email from *** that I would receive the replacement plants on May 5, 2023. Have not received any plants or contact from *******'s. When I tracked the ***, it stated only that a label had been created. I feel like I am being used because I have to idea when I might receive replacement plants, what type of cond. or size they might be, and yet they have been paid for in full for over several months. At this point, I do not want to deal with *******'s. Just issue me a refund, so I can find the plants elsewhere.

  Business Response

  Date: 05/11/2023

  Hello,

  I certainly apologize for the butterfly **** arriving damaged in the box with a broken stem. These plant will more than likely still grow and produce nicely for you. However, I am happy to check o the order and after reviewing the order history there is a replacement order in our system that is awaiting pickup, printing, and packaging by our shipping team. We are extremely busy shipping plant orders out and we will be getting to your order very soon. In fact we are providing you with the *** tracking number here 1Z051YA4YW93236424. Please feel free to track this package as it should be arriving to you by the middle of next or end of next week. Thank you for your patience as we work to deliver you another Pugster butterfly ****. Thank you. 

  Customer Answer

  Date: 05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  Company was overtly indifferent to my issue.  I never wanted two dead plants.  One was DOA and the other was broken 3 inches up from the trunk.  Why am I expected to pay for plants that were supposed to be alive, in great shape, and over 18"  high.  $75 is a lot of money to expect a customer to pay for the hope that one dead plant will come alive and the other will probably be fine.  Outrageous response and extremely poor customer service.  I am now going to dispute the $75 on my credit card.
  Regards,
  
  *******************
  

  Business Response

  Date: 06/05/2023

  I believe that replacement plants were delivered Sat May 13th *** tracking # 1Z051YA4YW93236424.

  Did these plants arrive to your satisfaction?

  Thank you

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:

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

  Regards,

  *******************