Complaints

This profile includes complaints for Stark Bro's Nursery & Orchards Co's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Stark Bro's Nursery & Orchards Co

  Louisiana, MO 63353-3863

  
• 

  Stark Bro's Nursery & Orchards Co

  PO Box 1800 Louisiana, MO 63353-7800

  

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:06/29/2025

  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.

  Dear BBB Representative,I am writing to formally file a complaint against Stark Bro's ******************************** Co. regarding their continued failure to respond to my reasonable requests concerning order #*******, placed on June 14, 2025.Background:On June 23, 2025, I contacted the company to request a price adjustment for two items in my order:Marquette Grape Vines (3 qty, item #******) Purchased at $9.99 each, now listed at $4.99 each. I requested a $15.00 refund.Chinese Chestnut Tree (item #******) Purchased at $18.16, now listed at $9.99. I requested an $8.17 refund.I submitted screenshots showing the current prices on their website and followed up multiple times via email (June 23, 24, and 26). I also attempted to reach their customer service by phone, but the automated system was unhelpful and offered no way to speak with a representative. To date, I have not received any response beyond a generic acknowledgment email.Additional Concern:In addition, I requested to return the following product due to unsuitability:********* Water Saver 17" (item #H136328)Quantity: 3 Price: $13.99 each Total: $41.97 These items are too small for my trees and unusable. I have requested a return label and a full refund, but my request has also gone unanswered.Summary of Resolution Requested:Refund of $15.00 for the Marquette Grape Vines Refund of $8.17 for the Chinese Chestnut Tree Refund of $41.97 for the ********* Water Savers and a prepaid return label A written response from Stark Bros acknowledging the issue and providing resolution It is disappointing to experience this level of neglect from a long-standing nursery business. I respectfully request the BBBs assistance in resolving this matter.Sincerely,**** ****

  

  Business Response

  Date: 07/11/2025

  We sincerely apologize for the delay in response and the frustration this has caused. We are currently experiencing a high volume of inquiries combined with a smaller seasonal staff, and while that is no excuse, we are working diligently to respond to every customer as quickly and thoroughly as possible.
  Regarding the issues raised:
  1. Promotional ****************************start="648" data-end="651"> As noted on our website, sales and promotional pricing apply only to new orders placed during the active promotion period. We do not routinely offer post-purchase price adjustments. However, as a one-time courtesy, we are happy to honor the difference. A refund of $15.00 for the Marquette Grape Vines and $8.17 for the Chinese Chestnut Tree is being processed back to the original method of payment. Please allow 35 business days for these to reflect.
  2. ********* ****************************start="1171" data-end="1174"> We do not offer prepaid return labels for product returns, as stated in our return policy. However, we are always happy to issue a refund within reason. You spoke with one of our agents on July 3, 2025, at which time a refund was approved and processed in the amount of $40.13 for the ********* Water Savers. That refund was successfully issued back to the banking institution on July 8, 2025.
  We are sorry that this information was not clearly received or acknowledged, and we will work on improving communication in future interactions. Our goal is always to resolve matters fairly and promptly.
  Your feedback has been taken seriously and shared with our customer service leadership team to continue improving our processes.
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/11/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/06/2025

  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.

  Hello, I ordered strawberries from you back on 4/25/25. They were delayed multiple times by your company and finally arrived 5/31/25. I do understand that there may be delays due to harsh weather however I do expect that the pants you send to be alive and healthy. The Tribute strawberries you sent were healthy, fresh, moist, without mold and ready to be planted & are already doing well. On the flip side the Tristar strawberries you sent were dried out, black, full of mold & dead. The difference between the two were ************ The condition this second set arrived in is not acceptable as I set up two new garden beds to grow these two sets of everbearing strawberries. This is not about the money spent but about receiving healthy plants. I have tried to call but all I get is a long wait followed by please leave a message which I did. Your website states you have "chat" but that is never actually working to chat with anyone. I have been growing strawberries for years & know very well what healthy vibrant strawberry roots look like versus dead, molded old roots that are not viable. I purchase some from you last *********** were very nice however this year you sent me these terrible mold ridden ones. I am simply asking that you replace these strawberries with replacements as soon as possible as the everbearing variety must be planted in now, if you do not have this variety in stock, I am open to another everbearing strawberry root. I am hoping you do have inventory to send me as a replacement for these strawberries. As a last resort, I will be upset If you do not have any everbearing strawberries to replace these with but I would accept the ***** blueberry plants if there are no other options as far as my strawberries. WE count on our order from ********** to arrive on time & in healthy condition. We also expect to be able to reach Stark bros by phone/chat to make this right but that is almost impossible. I do anticipate that you will make this right! Respectfully!

  

  Business Response

  Date: 06/09/2025

  Thank you so much for taking the time to share your experience. We are truly sorry for the multiple inconveniences you encountered, from the shipping delays to the disappointing condition of the Tristar strawberries upon arrival. We understand how frustrating this has been, especially after you prepared your garden beds and expected healthy plants.
  While we did face significant challenges this season due to harsh weather and shipping logistics, this does not excuse the condition of the plants you received. We certainly strive to provide quality nursery stock and excellent service, and in this instance, we fell short.
  Please know we are committed to making this right. A support supervisor is reaching out to you directly via phone to ensure your concerns are personally addressed and resolved as quickly as possible. If we are unable to provide the exact replacement requested, we will gladly work with you on an acceptable alternative, as you suggested.
  We greatly appreciate your patience and your past support of Stark Bros, and we hope to have the opportunity to restore your confidence in us.
  Thank you again, and we look forward to speaking with you soon.
  

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  
  I have spoken with ****** from Stark Brothers and she was very helpful to make this situation right. I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/02/2025

  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.

  To Whom It May Concern:I placed my first ever order on 5-9-2025, order ******* for $150.95 with expected arrival week of May 11th. Since then, this orders delivery has been pushed back every single week and remains un-shipped. On 5-21-25 I also noticed that instead of having 2 Starkrimson Red Delicious Apple Trees on this order as Id intended, theres only 1, so I placed call and spoke with a Stark customer service *** expressing my concern regarding shipping delay and hesitance to order the 2nd apple tree needed. I was assured that the ordered items were now in stock and a request to deliver items the following week was placed. I then placed a second order 3027364 ($24.72) hoping the issue was just a fluke. My 2nd (small order) arrived timely, though the Purple Passion Asparagus is dead and molded (disappointing). My original (larger) order was pushed back once again despite the reassurance from Stark Bro. Ive called several times and either the business is closed, or I just waited and waited on hold, and finally forced to leave a message. No returned call received whatsoever. Not good business by my standards. I also submitted their online inquiry with my complaint regarding shipping delay as well. They indicate that their response will be made within 1-2 business days. It's been well over, still no response. I have no idea what to expect, as such, I'm not going to place any additional orders, as I would have liked too. With delays like this and having received 1 dead product out of the 2 products I did receive in that second order, who knows what to expect and when if ever it arrives? It's getting very frustrating and it appears this company has stopped communication as well. Stark Bros this is an unexceptionable way to treat your customers. I would like items delivered this week or provide refunds for both orders please!

  

  Business Response

  Date: 06/03/2025

  Thank you for taking the time to share your feedback, and please accept our sincere apologies for the multiple frustrations you've experienced with your recent orders.
  Were very sorry that your Purple Passion Asparagus arrived in poor condition. That certainly is not the quality we aim to deliver, and Ive gone ahead and issued a full refund for that item. You should see the funds reflected back to your original payment method within 13 business days.
  As for your original order (#*******), I completely understand your concerns regarding the repeated shipping delays. Unfortunately, during peak season, a combination of inventory timing and shipping logistics can create delays, and we know how frustrating that can beespecially when communication doesn't meet your expectations.
  After seeing your message, I immediately reached out to our shipping department and asked them to prioritize your order. Im happy to confirm that it is now in the packing house being prepared for shipment. As soon as it is boxed and a tracking number is assigned, youll receive a separate email confirmation with all the shipping details.
  We truly value your business and are working hard behind the scenes to get your order to you as quickly and safely as possible. I understand your hesitation about placing additional orders and hope we can earn back your confidence.
  If theres anything more we can do in the meantime, please dont hesitate to reach out.

  Customer Answer

  Date: 06/09/2025

  After receiving shipment of delayed items, Im requesting a $37.99 refund for ordered product #****** Starkrimson Red Delicious Apple Tree, which Stark Brothers cancelled and changed the product without my approval. I can only guess the product I ordered was out of stock, but cant understand why I was never contacted or wasnt refunded in the same manner as item#****** Buddhas Hand which also was cancelled by Stark Bros and not sent. Please see screenshots of further order issues attached.

  

  Business Response

  Date: 06/11/2025

  We sincerely apologize for the inconvenience and frustration caused by the substitution on your order.
  When an item is no longer available in the bareroot form due to viability or seasonal limitations, our standard process is to substitute it with the same variety in a potted option whenever possible, at no additional cost to our customers. This ensures we can still fulfill your order with healthy plant material. The Exempt Start trees, though they may appear smaller than expected, have a root system comparable to a 3-year-old tree, which is intended to give them a strong start and help them establish quickly.
  We do understand and are sorry that you were dissatisfied with the substitution in this case. I have gone ahead and processed a refund for the Starkrimson Red Delicious Apple Tree from order *******. With your 10% discount applied at the time of purchase, the refunded amount for that item is $34.55. Please allow up to 3 business days for the refund to reflect back to your original payment method.
  Regarding your Buddhas Hand item, you were correctly refunded for that canceled product, and I apologize that the communication about the apple tree substitution did not meet our usual standards.
  We appreciate your understanding and the opportunity to make this right. If you have any additional concerns or questions, please dont hesitate to reach out. Our goal is always to provide a positive experience, and we are taking your feedback seriously to improve our processes.

• Initial Complaint

  Date:05/22/2025

  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.

  A couple weeks ago I ordered some golden raspberries. Right after I ordered them, they drastically drops in price. They did not ship my raspberries for approximately a week. Before I received the raspberries I emailed them asking if they could adjust the price to the sales price as they price went into effect before they even shipped them. They still have not gotten back to me, and it's been over a week. The plants I actually did receive we're not as advertised, and show no signs of life. I did put them in the ground just in case, but I'm very doubtful anything will come up. This company has poor customer service, and does not even respond to customer.

  

  Business Response

  Date: 05/27/2025

  Thank you for taking the time to share your concerns. We sincerely apologize for the delay in responding to your emailspring is our busiest season, and weve experienced an overwhelming volume of customer inquiries while working with a limited staff. We understand how frustrating that can be and appreciate your patience.
  Regarding the price match, were happy to offer that as a courtesy whenever a product goes on sale shortly after an order is placed. I see that an agent responded to your email on 5/27 and issued a refund for the price difference. That refund was applied back to your original payment method and should reflect within 3 business days.
  As for the plants you received, its important to note that we often ship them in a dormant state. While they may not appear pretty upon arrival, this is completely normal. Once planted and pruned back, you should begin to see signs of new growth, and by the end of the growing season, we believe you'll be pleasantly surprised by their performance.
  We truly appreciate your business and are here to help if you have any further concerns or questions.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair 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 pre-ordered a variety of 5 different honeyberry bushes on 17 February 2025. All were supposed to arrive for Spring planting. Initially scheduled to arrive in March, there continue to be delays without explanation or update. I have to check my order on their website or call the company to be made aware of any new delays. At one point, I called and they had to change one of my varieties out so that I could get the 5 plants I needed to fill out my landscape. I have received 1 of the 5 honeyberry bushes I ordered (Strawberry sensation) and the website now states that I won't be receiving some of my remaining plants until August. The plant I received was supposed to be gallon sized. It was in a gallon pot but was only about 4 inches tall and arrived broken. We got it into the ground and are hoping for the best. While this is a cold hardy plant, I have concerns about the late arrival of the others and continued delays. I hope to receive them as soon as possible, particularly if the arrive in a similar condition to the first plant I received. It is simply too late for me to try to get these plants elsewhere as other companies have sold out. I am waiting on a Happy Giant Honeyberry, Borealis Honeyberry, Blue Diamond Honeyberry, and Blue Banana Honeyberry. As I would like to get these plants established, I am seeking expedited delivery to resolve this matter. Thank you.

  

  Business Response

  Date: 05/22/2025

  Thank you for your feedback, and we truly apologize for the frustration and inconvenience youve experienced.
  With living products like fruiting plants and shrubs, there are many variables outside of our control that can impact when a plant is truly ready to ship. While we do our best to meet estimated delivery timelines, we can never guarantee a specific ship date because plant readiness depends on factors like weather, growth rate, and overall health.
  In your case, the Borealis Honeyberry, Blue Diamond Honeyberry, and Blue Banana Honeyberry have not yet met our growers standards for shippingeither due to size or overall quality. We completely understand how disappointing this is, especially when you had planned for spring planting, but we dont want to send stock that isnt strong enough to thrive and succeed long-term in your landscape.
  We can confirm that your Happy Giant Honeyberry is currently in packing and should ship early next week.
  Were continuing to monitor your order and will ensure the remaining plants ship as soon as they are ready. We appreciate your patience and understanding, and were committed to getting you healthy, high-quality plants that will thrive for years to come.

• Initial Complaint

  Date:05/20/2025

  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.

  Order placed 3/23/25 with estimated delivery the week of 4/13. A portion of my order had to be delayed and I received my final delivery 5/14. This final delivery consisted of 10 blueberry plants (5 Jersey and 5 ******, both in 1 gallon pots). Due to what I believe was poor packing, all 10 plants arrived severely damaged. The plants were loosely packed in a large rectangular box with no protection besides a plastic bag around the pot to hold the dirt in. They were facing in every direction in the box, including upside down and sideways. I immediately called Stark Bros, and after a long wait, i was automatically transferred to a mailbox where I left a message. I then submitted a ticket through the website as directed by the note included with the package. As of this time, I have not received a return call or a response to my ticket. I would like a refund for these plants. I am willing to ship them back to Stark at their expense should they so desire. I have pruned back the damage as best I could in hopes some of the plants survive.

  

  Business Response

  Date: 05/22/2025

  Thank you for bringing this to our attention, and please accept our sincere apologies for the condition in which your plants arrived and the lack of timely communication.
  We understand how disappointing it is to wait weeks for an order only to receive it in damaged condition. While this is certainly not the experience we aim to provide, we appreciate you taking the time to report the issue.
  An agent is now actively responding to your email ticket. Unfortunately, the representative originally assigned to your case has not been in or able to correspond, which caused the delay. We deeply regret the inconvenience this has caused and are working to make things right for you.
  Thank you for your patience, and again, we truly apologize for the frustration this situation has caused.

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. They have offered me a refund.
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/16/2025

  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.

  Our complaint seems very similar to complaints received this year by other customers. We have never submitted a complaint to a BBB before since weve never had this kind of an issue with a business before. We placed our first order with them on 1/6/25. 14 fruit trees for $862.02. 6 of 14 trees arrived 2/13/25. The rest of the trees were scheduled to arrive the same week, but we called and asked a customer service person to ship them the following week since the weather was bad here. They agreed to do so. Well, its 5/16 and they are still not here. BTW, 1 of the 6 trees is dead. Grafting didnt look good and sure enough it did not survive. Will be requesting a replacement. Well see how long that takes.Weve tried contacting them multiple times. We have not been able to get anyone on the phone ever since that first time and the communication has been through online only since.3/27, sent online request. Got email reply with estimated arrival 3/30. They didnt come. 4/3, sent another request. Got email reply with estimated arrival 4/20. We were worried that bare root trees wouldnt survive since it was getting warm. The reply was they would be fine if we planted them right away when they arrived. They didnt come. 5/8 sent another request. Requested a customer service to call us. Reply was for us to call them at the same customer service number weve been calling unsuccessfully. Online shows estimated arrival for 7 of 8 trees next week without shipping info, meaning they havent shipped. Strung along like this for 4 months now. Last tree is scheduled to arrive Aug/Sept. We mostly ordered bare root trees since they were less expensive, would arrive in the winter, so we can plant them while they were dormant. Well have to find replacements. If they are too expensive, well have to wait until winter, losing a full year. As soon as we find replacements, well be canceling the order for a refund.

  Customer Answer

  Date: 05/17/2025

  We just checked our order on the account.  The last tree they showed would be coming Aug/Sept has been cancelled.  We were never notified.  Not only did they not notified us, but they shorted us on the credit.  We paid $51.99 plus 10% tax, total of $57.19.  However, they only credited us $51.36.  Unacceptable! 

  

  Business Response

  Date: 05/19/2025

  We sincerely apologize for the frustrating experience youve had. Its clear weve fallen short of your expectationsand our own standardsin both communication and fulfillment of your order.
  Youre absolutely right that your situation mirrors some of the challenges weve encountered this season. Between unpredictable weather, increased order volumes, and inventory shifts, our shipping timelines have been affected more than we anticipated. That said, these delays and the lack of clear, consistent communication are not acceptable, and we understand the impact this has had on your planting plans and trust in our company.
  We truly appreciate your patience and your detailed feedbackit helps us pinpoint where we need to do better, especially when it comes to follow-up and accessibility. Regarding the tree that did not survive, well certainly stand by our warranty and get a replacement or credit issued. Once you initiate a request via our warranty process, youll be able to upload any photos directly in the email thread with our team to simplify the process.
  Please know that were actively working to improve our service systems and communication so customers like you dont feel left in the dark. If youd still like assistance expediting or adjusting the remaining items on your order, wed be happy to helpjust reply to your last email thread, and well make sure your concerns are prioritized.
  Were truly sorry for the inconvenience and hope we have the opportunity to restore your confidence in us.

  Customer Answer

  Date: 05/20/2025

  Complaint: 23339448
  
  I have reviewed the business' response and am rejecting it because:
  
  They have not provided any remedy for our complaint, just lip service apology and asking us to send our request through their email service again.  We have asked for a full refund for the rest of the trees in our order, $497.11 ($451.92 plus tax), back on the credit card that was used for our order. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/16/2025

  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.

  On 3/8/25 I ordered two apple trees with an estimated delivery date during the week of March 23rd. I received emails once a week changing the delivery date, with the last email from the company on April 9th saying delivery would be the week of April 27th. Then communication ceased from the company with no more updates. Calling their customer service number has not been successful either, as a recording says they are closed and you can leave a message. So I made an account online to see the status of my order and it shows the Liberty apple tree estimated for delivery the first week of June and the delivery of the Snowsweet apple tree is unavailable. What?!I have ordered apple trees from Stark since 2012 when the former nursery I worked with, ******, folded into Stark. I have never experienced problems like this before. Just last year my apple tree order was delivered in April. I am concerned that these trees will be past dormancy. I took out two existing apple trees to make room for these new trees and would never have removed the older trees knowing I wasn't able to replace them this season. I just don't understand why the company would take my order in early March knowing they didn't have these trees in stock or, they weren't ready for this spring season. I did check online and the Liberty is still available, while the Snowsweet is not. Was one tree not ready and the other one was and the company didn't want to just ship out one tree? All I can do is speculate because there is no communication from the company and no one answers the phone. I really want my trees, especially before it's too late to plant for this season.

  

  Business Response

  Date: 05/19/2025

  Were truly sorry for the frustration and confusion surrounding your recent order. This season has presented some unexpected challenges with inventory availability and weather-related delays, and while thats not an excuse, it is part of why shipping timelines have shifted more than usual. We completely understand how disappointing it must be to have removed your existing trees in preparationonly to be met with uncertainty about your replacements.
  To clarify, we would never intentionally withhold an item thats ready to ship. When items in an order have different availability dates, we do try to split shipments as a courtesy, but in high-volume seasons this doesnt always happen as promptly as wed like. We're currently evaluating ways to improve communication and reduce delays in those cases.
  Your feedback about the lack of updates and trouble reaching us by phone is extremely helpfulwe agree that better communication could have saved a lot of frustration, and were working to improve that experience.
  We would love the opportunity to make this right for you A support agent will be reaching out to you  directly, and well do everything we can to help. We appreciate your loyalty over the years and hope to restore your confidence in us.
  

  Customer Answer

  Date: 06/02/2025

  A representative from Stark reached out by email/phone with an offer for an alternative replacement for the Snowsweet bare root apple tree and an offer to fully refund me for my payment in March. Within a couple days of that conversation they had shipped out the replacement apple tree and the Liberty tree, and I received them by the end of the week. Fortunately these two trees are not bare root/dormant, but rather have advanced root systems, so I was able to plant them immediately. I am happy to report that after a week they are already sprouting new growth. While I wish the company would have had better communication when they were experiencing difficulties, I really appreciate how they handled my complaint. I don't think one difficult year defines a company, but rather how they handle that adversity and respond to their customers. I will continue being a loyal customer of **********************.

• Initial Complaint

  Date:05/08/2025

  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.

  May 8, 2025 Better Business Bureau (submitted by webpage)CC: Stark Brothers ******************************** ******************************* Subject: Formal Complaint Against Stark Brothers ******************************** Failure to Fulfill Order and Honor Refund Request Dear Better Business Bureau,I am submitting this formal complaint against Stark Brothers ******************************** concerning Order #****-689, placed on October 21, 2024, for $277.59. This order remains unfulfilled, with two items145003 Red Delicious Apple Semi Dwarf and ****** Windsor Sweet Cherry Semi Dwarfstill not shipped. Stark Brothers has engaged in a continual cycle of backorders without resolution or clear communication.These items were first backordered to March 30. When that date arrived, it was pushed back to April 5, then to April 20, and finally to May 4. Each promised date has been nothing but a delay, with no real commitment to fulfill the order. This pattern of moving deadlines is misleading and unacceptable.On May 2, 2025, I formally requested a refund of $99.98 for the two backordered items. Stark Brothers' own website claims that they will respond within one to two business days. It is now May 8, and I have received no response whatsoever. While the website does provide a ***** number, no one ever answers it, leaving customers sitting on hold for insultingly long periods of time with no resolution. This makes the supposed support system nothing more than a facade.I demand an immediate refund of $99.98 for the unshipped items and the cancellation of the backorders. I expect this matter to be handled without further delay, as I consider this not only poor customer service but a clear disregard for consumer rights.I look forward to your immediate attention to this matter.Sincerely,******* *******

  

  Business Response

  Date: 05/12/2025

  Thank you for your feedback, and please accept our sincere apologies for the frustration and delays youve experienced with your pre-order.
  We understand how disappointing it is to wait for a product, especially when the estimated shipping dates continue to move. As you noted, your order was placed as a pre-order in October with an estimated ship datethese dates are projections based on historical timing and expected inventory, but they are not guaranteed due to the live nature of nursery products. This spring brought unexpected weather challenges and shipping logistics complications that further impacted our schedule and fulfillment process.
  I do see that your email request to cancel the remaining backordered items was received and handled by one of our agents. Because your original payment was made through ****** in October 2024, and ******'s refund window only extends 120 days from the transaction date, your refund was processed as a physical check in the full amount of $99.98. That check has already been issued and is being mailed to the address we have on file.
  We understand the disappointment and inconvenience this situation has caused, and we deeply regret that we did not meet your expectations. Please know that we are taking steps internally to improve both communication and transparency with our customers, especially during peak seasons.
  Thank you again for your patience, and if there's anything more we can do, please dont hesitate to reach

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and once the promised check has arrived I will be satisfied with this resolution. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/02/2025

  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.

  To Whom It May Concern:I placed my first ever order on 4 -25 2025, order ******* for $56.21. Since then, I try and try to see what quantity I ordered, going several times, even today, with no information on what I ordered. I tried to call many times, but either the business is closed, or I just waited and waited on hold, and finally hung up. Not good by my standards, nowhere to indicate information about my purchase. Then. I inquired on 4-29-2025, nothing of no response to that either. They indicate that their auto response will be made within 1-2 business days. It's been just over 3 business days, and still no response. That same day, I got an estimated delivery of your order is Week of 4/27/2025. just this morning I get an email of a huge delay of my order, of which I still have no idea how many plants I ordered. THEIR EMAIL: The Estimated Arrival Week of May 18, 2025 (was Week of May 11, 2025)What is going on? Not shipped this week, as indicated in the order confirmation email. Then I see it was to be delayed for two weeks, and now it's being delayed for 3 weeks. Still, I don't know the quantity I ordered, as I cannot reach anyone to give me this information, and I am bombarded with emails to make more purchases. I wanted to order two trees, a cherry and an apricot, but I've got concerns about how my first order has been handled, I have no idea what to expect, as such, I'm not going to place any additional orders, as I would have liked too, but with delays like this, who knows what to expect and when if ever it arrives? It's getting hotter every day, and no plants or shipments to date, and frustrated of the communication with Stark Bros

  

  Business Response

  Date: 05/05/2025

  Thank you for taking the time to share your concerns, and please accept our sincere apologies for the frustration and confusion surrounding your first order with us.
  After reviewing your account, I discovered that your order was placed using a guest checkout. This is why you were unable to view your order detailsincluding quantitieswhen logging into your Stark Bros web account. To resolve this, *** now merged your guest order into your registered account so you can view all your order information moving forward.
  Regarding your order, you purchased 12 packages of 25 bare root plants, which totals 300 plants for planting. Ive already contacted our shipping department and requested that your order be prioritized and sent to our packing house to begin preparing for shipment this week.
  As a token of our apology for the delays and communication issues you experienced, I have also processed a full refund for your order. Your plants will still ship, but now at no charge to you.
  We understand how important timely service and clear communication are, especially when working with live plants, and we deeply regret missing the ***** We hope this gesture begins to restore your faith in Stark Bros, and that youll give us another chance to earn your trust with future orders.
  Thank you again for your patience and for giving us the opportunity to make things right.

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *******