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:05/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 large order of plants in late September since grasses should be planted in the fall. All the Pink Muhly grasses 3 two gallon plants and 1 one gallon Japanese forest grass didn't make it through the winter after dormancy in late November. I do not know if they died in November or sometime later since they go dormant and don't arise until spring. I contacted the company to let the know the other plants were fine but these didn't make it and I'd like either a replacement or refund. They stated if I didn't purchase some extra insurance ( I did purchase extra shipping protection) they won't do either. It makes me wonder if they send inferior plants out to those that don't buy this additional coverage. I believe my credit card offers purchase protection so I'm looking into that. But beware - this merchant doesn't stand behind their product. Plants should last more than one year, if purchased by a reputable nursery and I purchase many from a variety of merchants - never had this issue.

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Bought plants based off their website pointing me to "a truly deer proof plant".Turns out not deer proof and they were all eaten.Other plants warn about in FAQ about deer but not this one.Thus false marketing

• Initial Complaint

  Date:04/12/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 an eastern red bud tree, and when it arrived it had been packaged in a way that it had bent the tree trunk to a nearly 90-degree angle. Upon submitting pictures and a complaint to Garden Goods Direct, I received a ridiculous response from an agent telling me to simply stake the tree. The tree was undoubtedly damaged from being packaged in this way, and then spending multiple days in transit in that fashion. There's no way such a product would be acceptable to another vendor, and there's also no way I should be expected to pay $100 for a tree in that condition.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 spent $3006.29 for 36 juniper trees for my yard. Upon delivery, trees showed signs of poor health, ****** spots, curling tips, but I figured that was expected with the shipping process and they would recover with proper attention. Within days of delivery and planting, many of the trees were ********. I reached out to Garden Goods at day 10 with pictures of the dying trees. I was told to continue to water. Three weeks later, 27 of the 36 trees were completely dead. I reached back out to Garden Goods and they said that there was nothing they could do (besides a discounted reorder). I insisted that there was no way these trees were in healthy condition when delivered for them to die that quickly. Too bad. Paraphrasing, but I basically got You should have purchased the warranty. I researched 8 of the biggest online nurseries and every single one of them have at least a 30 day guarantee. Only Garden Goods has all sales final and have no guarantee of their product, unless you buy a warranty. The warranty for my order was a $400 add on. I sent a follow up email with pictures and practically begged for them to help me out. Once again, they came back by blaming me for not buying the warranty. Maybe Im the sucker for thinking that a seemingly reputable company wouldnt deliver 36 dying trees. And if they did, try and make it right. But I was wrong. So now Im out $3000 for the trees, $800 for a professional planter and scores of hours of my life, watering, fertilizing and coddling these poor trees which were never had a chance. For context, Fast Growing Trees and *************** have one year guarantees. Great Garden Plants, 60 days. Eureka Farms, Simple Trees, Cold Stream Farms, The Sill offer 30 days. Even Lowes and ********** give 1 year. Garden Goods is the only one that can deliver dead trees with no recourse. Buyer Beware.

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 Baby Gem Shrub that was to be 2 feet tall and 2 feet wide. They sent me one that is 4x4. I couldnt find a telephone number online so I sent several emails. I did receive a reply requesting I provide a picture of the tag indicating the size was 4x4 and I provided that. I also purchased the 1 year warranty and the protection plan. Im getting nowhere and appreciate your assistance.

• Initial Complaint

  Date:10/06/2024

  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.

  Order #****** I have tried to resolve this issue with the business but I have made several contacts via phone , email , and they don't provide Phone customer service , I have plenty of proof and eve dice that this company is scamming people. I would like to attache to this request but the size too large the website won't let me. Business name: Garden Goods Direct.Order Date: 8/29/2024 I have bought 10 ************************ from them as I was promised well maintained live trees 5/6 ft tall . trees came in shorter but that's fine hoping the quality will withhold. unfortunately ,3 out of the 10 trees were dead. and the rest are dying. I'm out $1250 and the business won't return my emails and I can't reach them via Phone. thy finance through ***** and ******. I would appreciate some guidance on what to do if possible please . Thank you.

  Customer Answer

  Date: 11/05/2024

  They are completely ignoring my complaint and doge my questions. All what i asked for was a partial refund and they deliberately delayed the response so they dont have to return because its past 30 days. I know whoever handling this case doesnt get paid enough and doesnt really care and just wanna go home , but you have an opportunity to do the right thing and fight for the consumer who provided all the proof . can we for once do the right thing? I followed every step by the book and was respectful and you just let them walk over me and for what , so they go and scam another old lady, grandmother, or a new home owner? . Was really wishing that good people are handling my case and understand. 

  Customer Answer

  Date: 11/05/2024

  They are operating under five different names and five different websites. Their main headquarters is this Current nursery )picture attached ) as you can try you cant get in contact or talk to anybody. Im literally doing the investigation and doing all the hard work and i ask you please for once to help. Before the holidays. One last chance to go out of this year and help the consumer who is being beat down by fake companies  like this one . 

  Customer Answer

  Date: 11/14/2024

  They have finally credited my account for the 3 dead trees . It took long enough but I appreciate the help and guidance from the BBB , as a consumer, it makes me feel better that i was heard and no matter of how shady that business was . Im going to check the BBB website first before buying anything online. Thank you to who ever was handling my case and god bless you. 

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 redbud tree in April of 2023 with 1 yr warranty and a tulip poplar tree in March of 2024 with 1 yr warranty. I filed claims for both of these trees with pictures within my 1 yr period. It has been more than 4 months since I filed my claim for the redbud and more than 18 emails later I am still getting the run around. I filed a claim for my tulip poplar 3 days ago and the run around has started with 3 emails thus far and no offer to honor my warranty. I am done trying to get this company to honor their warranties and am filing a complaint. They have told me to call them to resolve this "issue", but when I do, their phone system just gives me a recording telling me to contact them via email. It is just another runaround and talking verbally is not needed to resolve this issue. Garden Goods Direct needs to honor the warranties, nothing more. I want my money back.

• Initial Complaint

  Date:05/21/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 2/11/2024, I bought two hydrangea shrubs from Garden Goods Direct for $137.27. Initially, they appeared dormant, which is typical for hydrangeas during that time of year. There were no visible signs of damage. However, it quickly became evident that they were not in good health. By late March, their poor condition was unmistakable, particularly when compared to the flourishing neighboring hydrangeas.. One failed to produce any leaves, and the other quickly shed its leaves after a brief growth period. I am an experienced gardener, with over a dozen thriving hydrangeas in my garden. These plants fell short of my expectations. On 3/24/2024, I contacted the company to address the issue, once it became clear that the plants were not healthy. Despite providing requested photos and following their instructions, I was informed just this week, nearly two months after I first brought the issue to their attention, and after numerous email communications, that I would not receive a refund or replacement plants. Additionally, my request for at least a discount on replacement shrubs went unanswered. Their rationale was that I should have purchased a warranty, which I do not recall being offered at the time of purchase. Had I seen such an option, I would have hesitated to buy from this company. Furthermore, they claimed I should have notified them within 5 days of receiving the plants if they were not up to standard. I found this stance unreasonable, especially considering the natural dormancy of hydrangeas in early spring when I received the plants, and the company's promises of delivering healthy, disease-free specimens. Their website explicitly states: "We guarantee that your plants, trees, and shrubs are healthy, high quality, and disease-free." These assurances do not align with my experience.Their unwillingness to acknowledge the evident problems with the plants left me deeply disappointed. I invested a significant amount of money and have nothing to show for it.

  Business Response

  Date: 06/19/2024

  Dear ***********************,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced and understand that we did not meet your expectations in this instance.
  
  After reviewing your complaint, we acknowledge that there was an internal miscommunication which resulted in the improper in handling your request. This is not the level of service we strive to provide, and for that, we are truly sorry.
  
  We will be able to issue a refund as requested or replacements. 

  If you have any further questions or need additional assistance, please do not hesitate to contact me directly at *****************************************.
  
  Thank you for your patience and understanding. We value your business and hope to serve you better in the future.
  
  Sincerely,
  
  *************************
  Logistics Manager
  *****************************************
  

  Customer Answer

  Date: 06/21/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  I prefer the refund option at this time. Thank you for your cooperation.
  
  Regards,
  
  ***********************
  

  
  

  Customer Answer

  Date: 07/29/2024

  Good afternoon, 

  This business agreed to refund me in full as part of the resolution of this complaint. They have yet to do so. I have inquired twice via email with no response; once on June 28, 2024, and again on July 19, 2024 to *********************************** This matter is not resolved as of July 29th, 2024. Thank you.

• Initial Complaint

  Date:11/30/2023

  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 and paid $133.25 for a 3 gallon Baby Blue Spruce and received a 12 inch tree. Customer Service says this tree only comes in a 1 gallon size but they sent it in a #3 pot. Tree was received November 22, 2023. I was charged for the #3 size but received the#1 tree in the #3 pot (2.5 gallon). By their own admission they only carry a #1 size.

  Business Response

  Date: 12/21/2023

  Hello,

  This customer did indeed receive the same plant and we explained that too her this and she understood. However since the plant was shorter than expected, even those these plants are not sold by height unless specified. As a courtesy to make things right we did a partial refunded and charged the customer for the price of 2 gallon instead of 3 gallon. 

  Customer Answer

  Date: 12/28/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 tree for $179.95 and received it 6 days ago. I noticed it was dried up and I thought it was due to shipping. However I saw the plant has no rootstock. I had to send 4 emails to get a response and there is no way to speak to a live person which is highly frustrating if you are looking for expert advice. I wanted to know if I should be concerned. The customer service agent replied to me today 8/25 and said since I did not purchase a warranty they can not help me with my purchase. I have a few issues with this. 1. Do they send out plants with poor rootstock when you do not purchase a warranty, 2. Why wouldnt a company guarantee their product at all? There was no help offered or advice from the customer service agent and I would like to speak to someone about this plant I paid almost $200 for and expected to receive in good health. This does not make sense. Why order your plants from this company if they are not selling what they advertise. Every gardener knows its about what is below the surface that you can not see which is most important.