Complaints

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:05/10/2023

  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.

  On April 24, 2023 I received order# FM196469, which were supposed to be 3 baby eggplants. The plants were and dirt were all over the box and mainly dead so I immediately emailed *********************. Like they do with everyone else, they apologized and said they would issue an immediate refund for the total of $18.32 and credit it back to my original payment. I contacted customer service again on April 26, 2023, via email, to see how long the refund should take and was informed that refund "should" be refunded back to original payment within 3-5 business days from 4-24-23. Contacted them again May 1, 2023, via email, stating that I have yet to receive a refund and asked them to advise as to what is going on. Got an email from ********* apologizing for the refund delay and a refund had been processed on April 26, 2023 and should be refunded within 3-5 business days. I immediately emailed her back stating that I was told it was issued the 24th now 7 days later I'm told the 26th - which is it? May 5, 2023 I emailed again stating that I have yet to receive a refund and got a return email on May 7, 2023 stating "a refund has been processed on our system. And please allow for the amount to be credited back to its original form of payment." It is now May 10, 2023 and I sent one more email stating that I still have not received a refund and was seeking further action. Seems a bit ridiculous to me for such a reputable company to act so ignorant over an $18.32 order when THEIR PLANTS arrived in such disarray and dead. I am seeking a full refund of $18.32.

  

  Business Response

  Date: 05/17/2023

  Dear *************************,

  We apologize for the issue you encountered with your plants and refund. We understand that this could be frustrating and we want to make sure that you get the resolution you need as soon as possible.

  The new agent did not realize your purchase was placed on *******.com (Order #***************). They tried to give you a refund for order# FM196469, but it did not go anywhere because we dont have your payment to credit in our system. You will need to go to *******.com, log into your account and request a refund on order #***************.

  We wish we could help you in this matter, but ******* doesnt allow ** to refund orders placed on their website. Again, we apologize for any inconvenience this may of caused you. If you have any other questions, please dont hesitate to reach out to ** at ******************************* or ************.

  Thank you for your understanding,

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

  ********************* Customer Serivce

  Customer Answer

  Date: 05/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  I contacted ******* first and was informed to print a shipping label to return the item - there was nothing to return so they told me to contact the company directly. Which is what I did.  As of today I started the return through ******* but, again, there is nothing to return especially since this has been almost one month ago.  Had I been informed of this when I contacted the shipping company I would have immediately done so.  I would be happy to ship back the dirt that was in the box in order to get a refund if that is what I need to do.  Please advise. 
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 05/30/2023

  Dear *************************,

  Thank you for your patience. I have reached out to Walmart.com and they have processed your refund. See attached email response. Please confirm you have received it. 

  Sincerely,

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

  ********************* Customer Service 

• Initial Complaint

  Date:02/13/2023

  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 purchased seeds and a grow light from Ferry ***** online for a total of $68.49 on 1/22/23, order number FM172370. The grow light was about $40-45 out of the total, after discount. However, the grow light bulb was rated as having an initial lumens of **** online (from a verified ambassador, *****, in the Q&A as well as in the bulb replacement listed elsewhere on their site); yet I received the grow light kit stating it was only **** initial lumens, almost HALF as strong as what I expected. Second, almost every single seed packet I received had a lower filling weight listed on the packet itself than that listed online, sometimes as much as HALF the amount. Furthermore, I weighed the seed contents themselves which on average over the whole of my order I find I received an average of 70% of the fill weight as stated online. I overpaid by 30% or more. Some seed packets, however, were as low as 40-50% of the fill weight as stated online. I sent them an email on 2/4/23 explicitly stating all this, with a breakdown of what I received versus what I expected, and awaited a response by giving them 1 week but they never once replied. I am seeking a full refund compensation of my order as this is blatant misleading advertisement and utterly, unacceptable behavior from a supposedly reputable company, especially in not replying to me as I feel disrespected. I am extremely disappointed. I uploaded to this complaint my receipt and the seed breakdown I did and emailed to them.

  

  Business Response

  Date: 02/16/2023

  Dear ***************************,

  
  I truly apologize for the product information issue on our site for our Grow Light and replacement bulbs. There was confusion from our representative, *****, about the initial lumens from our grow light fixture, due to the replacement bulb information. The replacement bulb does lose its **** initial lumens when it is used in our light fixture due to factors of shape, reflectivity, and ballast power that is why it is correctly stated on the packaging at **** initial lumens.
  I know this information does not get you to the grow light strength that you had expected, so I will refund your entire order.

  
  On the seed weight issue, we had already sent out a seed replacement order # FM177267 at no charge to you.  

  
  Thank you for being a customer and again apologize for any inconvenience that we may have caused you.
  

  Sincerely,
  *********************
  Ferry-Morse Home Gardening 
  

• Initial Complaint

  Date:01/24/2023

  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.

  I bought a packet of Blanketflower faillardia aristata seeds and there were no seed in the packet. I took them back to lowes and got another packet. It felt like it had seeds but when I opened it at home it have one seed. This is not good. I don't want to make another trip to lowes its embarrassing. The look at me like I am not telling the truth.

  

  Business Response

  Date: 01/31/2023

  Dear *************************,
  I truly apologize for the embarrassing issue where there were no seeds in your Blanketflower Gaillardia Aristata Seed packet and for having to go back to Lowes to get another packet. 
  On occasion, a manufacturing error does occur while filling the seed packets. These packets are filled on semi-automatic equipment and very rare occasion, it makes an error. I apologize for this inconvenience.
  We will send you seed packets as soon as possible for making up for your multiple trips to Lowes, the gas, and the time. We plan to send you some top-selling seeds. But if there are any other seeds you like to grow,please respond and well send you those as well.
  Thank you for being a customer and again apologize for any inconvenience that we may have caused you.
  Sincerely,
  *********************
  Ferry-Morse Home Gardening 

  Customer Answer

  Date: 01/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/27/2022

  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.

  ********************* order # FM154238 confirmed on 6-8-2022, for a six pack of Zinnias and a six pack of Violas - live baby plants. Total cost was $47.97. The plants arrived dead except for two that were nearly dead and could not be saved. I sent an email on 6-21-2022 and another on 6-24-2022 asking for a refund and both included pictures. There was no response. I tried to call but was unsuccessful. Eventually, I tried to post a description of the facts and they would not post it. In July, I disputed the credit card bill. In August, I was rebilled because ********************* told them that they had sent the products. In August, I called the credit card company to dispute the bill again. I am waiting a response. This is a very sad situation. This was the first time using this company and they have already lost my confidence in them.

  

  Business Response

  Date: 08/29/2022

  Dear ************************************ PsyD,
  
  We are sorry to hear about the experience you received with your first order on our website. Unfortunately, we didn't receive your emails and checked our customer service ticket system for it with no results (see attached). Did you use a different email to contact us? We did however receive your chargeback request from your bank through Shopify. The problem was it was requesting a refund for a "subscription which we don't offer so our customer service representative responding to the chargeback thought was submitted in error. We now realize you wanted a refund for your order which we processed today and you should receive an email confirming. Also, due to the inconvenience and misunderstanding, we've issued you via email a ********************* e-Gift Card for the $39.98, the total for the products you ordered. We apologize for the misunderstanding and hope you will give us another try.

  
  Sincerely,
  *********************
  Ferry-Morse Home Gardening 

  Customer Answer

  Date: 08/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you, *********************, for your rapid response. Thank you, Better Business Bureau, for assisting in resolving the problem.
  
  Regards,
  
  ************************************ Psyd