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:04/30/2025

  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.

  Order #*******, Made 01/12/2025.Paid $391.64 Originally shipping date for last week of March 2025. Delayed four times in shipping out to "maybe" week of May 17, 2025. Unreasonable arrival date for an order of dormant fruit trees to be planted safely in the early Spring (trees would not survive being planted in Summer per the company's own instructions).Attempted outreach through company's chat and email with no resolution after waiting a week for any sort of response. The company explained "temperamental weather" with no resolution and continued delays on the order knowing that planting fruit trees outside of early Spring being unsafe to the product that has been purchased.I waited on hold for 15+ minutes three times with no success of speaking with a member of their support staff and decided to cancel the order and seriously doubt I would return here again for business and would not recommend their business to others due to the experience we have had.

  

  Business Response

  Date: 05/01/2025

  Thank you for your feedback, and I want to sincerely apologize for the frustration and disappointment you've experienced.
  We understand how important it is for fruit trees to be planted early in the season, and while our estimated shipping windows are set with that in mind, the fluctuating and unpredictable weather patterns this springparticularly in the Midwestcaused delays that unfortunately impacted your original order. These estimates are intended as a guide, but with live plants, our first priority is ensuring their health and viability, and sometimes that means holding orders back when temperatures are not safe for shipping.
  I see that your original order placed on 1/12/25 (Order #*******) was canceled as you requested. On 4/30/25, a new order was placed through our website, and I want to let you know that as a token of our apology, Ive issued a $50 refund toward that new order. That refund is being processed and should reflect back to your original method of payment within the next 3 business days.
  Additionally, *** reached out directly to our shipping manager to ask that your new order be prioritized for shipment.
  I also want to acknowledge your concerns regarding our response times. We're very sorry for the inconvenience caused by the delays in customer service replies and long hold timeswe are actively working to improve our communication processes during our peak season.
  We truly appreciate your business and patience through this experience, and we hope we have the opportunity to restore your confidence in us.

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. We chose to reorder as we really love the trees purchased on November and are really hoping to make this work for our familys growing homestead orchard (our girls are particularly eager to get these in the ground). Thank for this response and resolution. 
   
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:04/27/2025

  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.

  I placed my order on February 23rd, 2025. I reached out to Stark on March 30th after I kept getting emails saying my order was arriving March 30th and then continuously kept getting pushed back week by week until saying late May. They responded on April 1st stating due to weather delays my order would be delivered the week of April 20th. My original delivery date was early-mid April so while I was upset about that it was still better than May. Fast forward to April 24th, my order was continuously pushed back without reason. I called and spoke to a woman who informed me everything was ready but a single blackberry plant I ordered so she swapped it out with a different variety and said it would be shipped the next day. It has never shipped. I attempted to call back on Saturday and was placed on hold for 10 minutes before reaching a voicemail and then every time Ive tried to call since its stating theyre closed. I reached out through email for the third time, messaged on ******** and even commented on social media to try and get an update on my order. Its been nothing but radio silence. I really want my order as Ive already been waiting months but I dont know what to do at this point. Sales are being run making the price of the items I purchased back in February significantly cheaper yet I still havent even received my order. I know $150 isnt a lot to Stark but for small families hoping to feed themselves its an investment. Especially not to receive it with zero updates and differing excuses when you are able to get ahold of somebody. If the ********** was too small to ship, why was I not told this in March and why hasnt it shipped now? I tried to be understanding of weather delays but the planting season for the items I ordered are just about gone and I still havent received anything. Meanwhile multiple sales are being run and advertised while Stark cant ship out the orders they currently have from months prior.

  Customer Answer

  Date: 04/30/2025

  I originally placed my order on February 23, 2025. I have since reached out multiple times to try and get my order. It was originally scheduled for early to mid April. Then it was updated to 3/30. On March 30th I reached out because the order was then delayed to 4/20 with no explanation. I was told it was due to weather delays, while I was disappointed I understood that things happen so I excitedly continued to wait for my order. Then the closer 4/20 got the further and further it continued to be pushed back. I followed up on 4/24. The woman I spoke to said one of the ********** plants was too small to ship and she would replace it and expedite the order to be shipped out the next day. Great, I was feeling hopeful. Except it never shipped. Over the weekend I was unable to get ahold of anybody until Monday 4/28 when somebody on ******** messenger responded to me. They told me it was released and would ship that day. It didnt. I called this morning on 4/29 and the woman I spoke to told me it was just released and would ship Thursday. I contacted Stark on ******** again and kept getting different answers. Finally the ticket I submitted days prior was answered and I was told it had been released for shipping 4/25. In the same email I was told it was no longer in possession and ***** had it and I would be getting an email soon. This was after Id questioned it being released 4/25 because everyone else I had spoken to said it was released on 4/28. In the same email I was told it was shipped and with ***** and also that it hadnt shipped yet. At this point I asked for my money back because clearly Im being scammed and Ill never receive the product. Of course Im told that I cant have my money back because the order has been released with zero tracking information. I was really excited about my order but now Ive been scammed out of my $150 that may not seem like a lot to you but it is to me and my family.

  
  

  

  Business Response

  Date: 05/01/2025

  Thank you for your message, and I want to first offer my sincere apologies for the confusion and frustration you've experienced throughout this process.
  I completely understand how disappointing it is to receive conflicting updates when all you want is clear information and your order delivered as promised. After reviewing your file, Im not sure why you were provided with so many different timelineswere very sorry for that. The information in our system has been clearly updated and should have been consistently communicated to you.
  As you were previously informed, weather delays have significantly impacted our spring shipping schedules, especially for live plants that are temperature-sensitive. We do appreciate your understanding when these delays were first explained, and Im sorry the situation continued to deteriorate with mixed responses and additional delays.
  To bring this to a resolution, Im happy to confirm that your order has shipped and is scheduled for delivery by end of day tomorrow, 5/2. Your ***** tracking number is 456670681739.
  Again, I truly regret all the inconvenience this has caused and the time youve had to spend following up for answers. Please know we are working internally to improve the consistency of communication across our channels so future customers do not experience the same frustration.
  If there is anything else we can do to make this right or support you moving forward, were here to help.
  
  

  Customer Answer

  Date: 05/06/2025

  Complaint: 23255731
  
  I have reviewed the business' response and am rejecting it because:
  
  Originally I felt guilty about filing a complaint because its never my intention to harm a business. However, after the complaint I continued to try and reach out to get an update on my order. The following Monday, April 28th I was able to get ahold of somebody through messenger. I was then told it would be shipping out that day. The following day when it wasnt shipped I called and was told it would ship on Thursday. The person on the phone was quite rude and unhelpful. I reached out through messenger again to see what was going on and was told it would be shipping that day again. When I mentioned that the sale that had just ended made everything I purchased significantly cheaper while I still hadnt received my order, I was given a flat excuse and $3 for the one item that was still on sale. That night the ticket I had filed the previous Thursday was responded to and I was given a constant back and forth of different answers so I finally just asked to cancel my order because I was tired of fighting for it. I was refused stating the package was already with ***** and I would have to refuse delivery. Except I wasnt given a tracking number until two days later when it was about to be delivered. The tracking number showed that the package didnt ship until the day after Id asked to cancel my order and was refused. Yet on ******** while I was waiting on a response other people were being responded to saying they could get a refund or credit if the timeframe didnt work for them. Now even if something goes wrong with my order Im no longer comfortable reaching out after customer service treated me like I was the nuisance for trying to receive my order I placed back in February. Half of my strawberry plants I ordered at the same time have died yet I do not feel comfortable reaching out for a replacement. I completely understand weather changes and shipping delays but outside of the answer to this complaint, customer service has been like pulling teeth. I was lied to and not treated like a wanted customer. As previously stated, my order may not seem like a lot to you, but it was to me and Im no longer confident that I supported the right business.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 05/12/2025

  We want to sincerely thank you for your honest and thoughtful follow-up. We completely understand how frustrating and disappointing this experience has been for you, and we truly regret that your interactions with our team left you feeling unheard and mistreated that is never what we want for our customers.
  Your order clearly meant a lot to you, and we recognize how important timely communication and transparency are, especially during such a busy and unpredictable season. While delays due to weather and logistical challenges have impacted many orders this spring, that does not excuse the inconsistency in the information you received or how you were made to feel throughout the process.
  Please know that we are taking your feedback seriously. Weve shared your experience with our leadership and customer service teams as part of our ongoing effort to improve training, response time, and clarity in our messaging.
  As a token of our apology, we have issued a full refund for your order #*******, which will still allow you to take advantage of our 1-Year Survival Guarantee if any issues arise with your plants. The refund has been processed and should reflect on your original payment method within 3 business days.
  Even though this experience has understandably shaken your confidence in our company, we want you to know that our team is still here to support you. If any of your plants fail to thrive or you run into trouble with them, we are absolutely willing to help no hassle, no judgment. We want to earn back your trust.
  Thank you again for sharing your concerns, and we are truly sorry for the trouble this has caused.

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  Thank you for your attempts at resolving my issue and allowing me to feel heard. I will try again next spring and look forward to having a better experience. Thank you again.
   
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/23/2025

  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.

  I have a pending order #*******. I have emailed this company for weeks asking them to send my my plants. They last replied early ***** saying they will ship my plants without the lemon tree that is causing the delay. I said fine but send my plants ASAP. This company refuses to do what *** requested of them countless times and I also have asked for a heavy discount as a resolution to this and still they refuse to do so. I want my plants and I want compensation for the countless hours Ive spent going back and forth with this company and calling without any answer (yet their messages says customer service **** are happy to help on inbound calls voicemail is the only option and no one calls back!). This company is so frustrating and does not follow through at all.

  

  Business Response

  Date: 05/01/2025

  Thank you for your patience and for bringing your concerns to our attention. I want to sincerely apologize for the frustration and inconvenience youve experienced with your order and our communication.
  The delay in shipping your plants was due to ongoing weather challenges in the *******, which impacted our ability to safely ship certain itemsparticularly cold-sensitive citrus like lemon trees. We understand how disappointing delays can be, especially when they are not communicated as clearly or promptly as they should be.
  We did ship two of the trees from your order, and tracking confirms that they have been successfully delivered. The lemon tree is still scheduled to ship separately once it is ready and safe to do so. However, as a gesture of our apology for this situation, I have refunded you for the lemon tree, which will now ship at no charge to you. The refund is being processed to your original method of payment and should reflect within the next 3 business days.
  We acknowledge that our customer service has fallen short of your expectations, especially when it came to responding to your emails and calls in a timely and effective manner. Thats not the level of service we strive to provide, and we are actively working to improve our systems and response times.
  We appreciate your business and your patience, and we hope this resolution reflects our commitment to making things right. If you have any further concerns, I am happy to personally assist you.
  

• Initial Complaint

  Date:04/23/2025

  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.

  I have never received my product and no one will answer the phone or return emails or phone calls ! I purchased two trees! No tracking or nothing and they kept pushing the date up till I heard nothing else! I do not have a tracking number? They even locked me out of my own account with all the info so cant access it!

  Customer Answer

  Date: 04/23/2025

  It looks like they have finally reached out to me since filing with you and are in process of sending me the product ? So hopefully will be resolved soon , so possibly do not need to pursue? Perhaps it was just a lot of miscommunication, not sure? Thank you for your quick action, possibly has something to do with their getting things moving in the right direction? Sincerely *** Stark

  

  Business Response

  Date: 05/01/2025

  We're very sorry for the delay and the frustration you've experienced. This spring brought several unexpected challenges, with severe and fluctuating weather across the country being the largest factor impacting our ability to ship live plants safely and on time.
  After reviewing your order, I can confirm that it was successfully delivered on April 25 via ****** Your tracking number is ************. If you did not receive the delivery, please reach out to us again and we will investigate this further right away.
  We also apologize if you were unable to access your account or reach our support teamwe know how important communication is, especially during delays. We never want our customers to feel ignored, and we're committed to resolving any remaining concerns as quickly as possible.
  Please contact us at [insert direct contact email or phone extension] so we can assist you directly. Again, we sincerely apologize for the inconvenience and hope to restore your confidence in our company.

  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,
  
  ****** Stark

• Initial Complaint

  Date:04/16/2025

  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.

  I originally placed 3 orders March 1st to March 8.They were all 3 cancelled March 7 and March 8. NOTHING WAS SHIPPED.Order ****** was $105.44. I was credited to my credit card $17.92 (Not the total amount) leaving a credit on my account or ******** chatted with ****** ***** 27 about a credit of $87.52 on my account with them and asked why I received only partial credit ($17.92) to my original form of payment instead of the full amount of $105.44. She said it was an error and the $87.52 would be refunded to my credit card in the next few days. The following is her response email.[ticket: 27251631]Dear *** ******,Please see the solution below:Solution:2025-03-27 12:40:49 A refund has been processed that will be credited back to your credit card within 3-5 business days.If you have any further questions please don't hesitate to reach back out to us, remember that we're here for you. Have a great day!Sincerely,Stark Bro's Customer Support Team Sincerely,****** ************ ******************************* After sending another email this was a response I received:2025-04-03 09:28:44 We were unable to issue a refund for the $87.52 because the card was closed so we mailed a check out on 04/02/25 to ********************************************************************* you should be getting the check soon.THEY TRIED TO CREDIT A CARD I USED IN 2022 NOT THE CARD USED FOR THE ORDER !April 10 no check. I called and spoke with *******. She said a check could take 30 days! Told her to check to see if the check was sent like I was told it was. She said she couldn't. Told her to credit the card used for the order. She said she couldn't. SHE WAS NO HELP!I received another email stating a check was on the way.Still waiting for a check but do not believe it was sent.

  

  Business Response

  Date: 04/17/2025

  Dear ***,
  We sincerely apologize for any frustration youve experienced regarding your refund. We understand how important it is for these matters to be handled both accurately and promptly, and we truly regret the confusion caused by this situation.
  After carefully reviewing your order history and payment details, wed like to offer clarification:
  Your original order total of $105.44 was paid using two separate payment methods part was charged to your credit card, and the remaining balance was covered by Stark Store Credit on your account. Per our policy, all refunds are issued back to the original form of payment, which is why $17.92 was refunded directly to your credit card, and the remaining $87.52 was initially returned to your Stark credit.
  Once you contacted us, our processor did attempt to refund the remaining $87.52 to your card. However, we later learned that the card being refunded was from a previous transaction made in 2022 and is no longer active. Due to that, a refund check was issued for the remaining balance.
  Our accounting department processed and mailed that check via **** on April 2, 2025 to the address we have on file:
  
  As noted during your call, checks are sent in weekly batches and delays can occasionally occur with the postal service. While frustrating, we generally allow up to 30 business days for mailed checks to arrive before taking further action. If the check has still not arrived by that time, we will be happy to void and reissue the check for you.
  Please know we are not trying to withhold your refund in any way. We strive to make every situation right and apologize again for the delays and miscommunication. We genuinely appreciate your patience and the opportunity to resolve this for you.
  If you need any further assistance, you are welcome to reach out directly to our customer support team at ************ or email ******************************** We're always here to help.
  

  Customer Answer

  Date: 04/24/2025

  This response is untrue!

  My *********** credit card ******* was charged $105.44.

   

  Customer Answer

  Date: 04/29/2025

  I would like to report that I still have not received the refund check that the business, Stark Bros, says they sent on Mar. 28. I still have received nothing.  As provided Apr 24, I have given proof that my credit card was charged for the total amount and still do not understand why my credit card used to place the order can not be credited?

  

  Business Response

  Date: 05/01/2025

   I understand how confusing and frustrating this experience has been, and I sincerely apologize for all the inconvenience.
  After carefully reviewing your account, I can see where the confusion may have occurred. From our records:
  You were initially charged for order #*******, which was later canceled and partially refunded.
  The remaining balance from that order was then applied to order #*******, which was also subsequently canceled.
  The credit from that order was then used toward order #********.
  As of today, I have gone ahead and processed a refund of $87.52 back to the original **** card used for order #*******.
  We truly regret the mix-up and the time it has taken to resolve. Please allow up to 3 business days for the refund to reflect on your payment method. If there is anything further you need, Im happy to assist.
  Again, I deeply apologize for the confusion and appreciate your patience throughout this process.
  

  Customer Answer

  Date: 05/03/2025

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

• Initial Complaint

  Date:03/29/2025

  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.

  My order was originally placed on 2/21. It was delayed 3 times before I reached out to the company for the 1st time. It was again delayed after that and without notifications after that. As of today 3/29, my order was again delayed without notification. I have submitted to cancel the order and have no faith or information on when my purchase price will be refunded. The cancel confirmation does not mention refunds. This company cannot deliver products they collect payment for on reasonable timeliness. I suggest they stop taking payment at order and instead collect on shipment since products ever being actually shipped is in no way guaranteed. I need my full amount paid refunded immediately.

  

  Business Response

  Date: 03/31/2025

   

  Dear ******,

  We sincerely apologize for the frustration and inconvenience caused by the delays in your order. When dealing with live plants, unpredictable weather and environmental conditions can sometimes affect our ability to harvest and ship as planned. This is why we provide an estimated shipping timeframe rather than a guaranteed date.

  I do see that our system sent three delayed shipment emails to keep you updated on the status of your order. We completely understand your frustration, and we regret that the experience did not meet your expectations. Per your request, your order has been canceled, and a full refund has been processed. I have attached a copy of the refund receipt for your records. Please allow up to three business days for your bank to process and release the funds. If there is anythign else we can do for you please do not hesitate to reach back out to us as we are here for you. 

   

  Customer Answer

  Date: 04/02/2025

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

• Initial Complaint

  Date:03/26/2025

  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.

  I placed an order on 2/7/2025 online, ordering site gave a shipping ETA week of 2/16/2025. On 2/8/2025 I received a shipping update for week of 2/9/2025. On 2/13/2025 I received a shipping update email for week of 2/23/2025. On 2/20/2025 I received a shipping update for the week of 3/2/2025. I submitted an inquiry seeking an explanation for the delay since none was provided and was told the delay was due to recent winter weather their shipping department was unable to process the shipment. On 3/4/2025 I checked the order online and again it was delayed, I chose to chat online and was told that the quality of the selection was not up to their standards for the varietal I ordered, and it was "still growing". They apologized and credited back the shipping fee. New delivery date was week of 3/17/2025. Email notifications have stopped but the order continues to be delayed. I checked back on 3/17/2025 and the new date was week of 3/30/2025 this time the chat online informed me that the shipping department was back logged with orders. Went online today to check the order and it has been delayed again to week of 4/13/2025, no email notifications. Their local weather looks normal. Very disappointed with lack of transparency from such a highly rated company. Their excuses make no sense, especially the online chat, the story continues to be weather related or a backlogged shipping department. Their actions are those of a company scamming buyers out of their money, promising delivery but never delivering the product. I would like the tree; other buyers post positive reviews about the quality of theirs but at this point I am not confident that I will ever actually receive it. I believe they are trying to get me to cancel it which does not offer a refund only site credit. Website does not allow customers waiting for an order to review their business so maybe that's another red flag? At this point Buyer beware, you may never receive it and you will be ignored.

  

  Business Response

  Date: 03/28/2025

  Dear ******,
  We sincerely apologize for the delays and frustration youve experienced. It is always our goal to ship within the estimated timeframe, and we truly regret that we have not met your expectations.
  The information you were provided throughout the process was truthful and based on the challenges we have faced this season. In February and early March, we experienced extremely frigid temperatures, which prevented us from harvesting. Once temperatures improved, we resumed harvesting and began grading for quality to ensure we ship only healthy trees that will thrive upon transplanting. While our team is working as quickly as possible, we are behind due to these unavoidable weather delays.
  We understand how long youve been waiting, and as a courtesy for the inconvenience this has caused, we will be providing your tree at no charge. Please expect to see a refund reflected on your card within five business days.
  Additionally, we want to assure you that we never hold onto a customers money unfairly. Our policy is clear: customers always have the option of a full refund or Stark credit, and that choice is entirely yours.
  I have also personally reached out to our shipping department to prioritize your order and will provide you with an update as soon as I receive more information. We appreciate your patience and truly hope to turn this experience around for you.
  

• Initial Complaint

  Date:03/04/2025

  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.

  On 2/106 i purchased online some plants that were listed as in stock and ready to ship. A month later my plants have not been shipped yet and each time i contact them they put it off another week, always giving a different excuse. they took my money and will not ship my product.

  

  Business Response

  Date: 03/11/2025

  Dear *******,

  We sincerely apologize for the delay in shipping your order. Due to the frigid temperatures in February, we wanted to ensure that the product did not arrive frozen. Please note that our shipping dates are estimates, as we rely on both weather conditions and location to ship items while they are still dormant. I do see your order is out for delivery today 3/11/2025
  As a courtesy, I have issued a full refund for your order. This will be credited back to the original payment method within three business days.
  Once again, we deeply regret any inconvenience this may have caused. Please feel free to reach out if you need any further assistance.

  Customer Answer

  Date: 03/12/2025

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

• Initial Complaint

  Date:08/22/2024

  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.

  Upon several days of exhausting reviews, price comparisons and products availability, I decided to purchase, with hard earned dollars, several varieties of fruit plants. Total Cost $137.63 I realize, that is not much money for a large corporation like Stark Bro's but, for a small town farmer growing food to survive, this is a large and important investment. My complaint is the shipping date. ******, it's an estimated delivery date. Give by "week of". I arranged for delivery of package, original delivery Week of 08/18/2024, website and confirmed by email. Then, being excited about the delivery I visited website to determine order status. I eventually called ************** and spoke to customer service, whom then informed my order will not be delivered the week of 08/18/2024 but rather the week of 08/25/2024. I'm so disappointed with the ******************* Strategy. Thank You

  

  Business Response

  Date: 08/23/2024

  Thank you for reaching out and sharing your concerns. We understand that your investment in our plants is significant, and we sincerely apologize for any frustration caused by the estimated shipping dates.
  When it comes to shipping living plants, our dates are estimated because we must prioritize quality during the preparation and shipping process. There are several factors that can influence when a shipment goes out, such as ensuring the plants are in optimal condition and ready for transit, as well as external factors like weather or logistical delays.
  Your order was placed on 8/19, and we worked diligently to prepare and ship it out within three days. Given that you are in a three-day transit zone, your order is currently on its way to you.
  Our agent took steps to expedite the shipping request, and we appreciate your patience as we ensured your plants were in the best possible condition before sending them. We are committed to providing you with healthy, high-quality plants, and we hope you will be satisfied with your purchase upon its arrival.
  If you have any further questions or need additional assistance, please dont hesitate to reach out. We're here to help.
  Thank you for choosing Stark Bro's.
  Sincerely,
  ******* F
  Stark Bro's Customer Support Manager

  Customer Answer

  Date: 08/23/2024

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/16/2024

  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 purchased 25 strawberry plants on two different dates.25 neach of Tristar Strawberry plants and 25 of Ozark Beauty varieties. Neither grew. I notified Stark Bros. Their Customer Suport Team requested pictures on 7-17-24. Those wer provided on 7-19 -24. On 7-222-24 the Customer Supportteam sent me an email stating " unfortunately the item is not available to be reshipped at this timeso, we can issue a one-time credit to your account equaling 100% of the original product purchase price or issuea refund." I requested a refund on Jul 22, 2024. As of this date I have heard nothing further from Stark Bros, they have issued no refund. Very, very poor customer service.

  

  Business Response

  Date: 08/22/2024

  Dear ****, 

  Thank you for bringing this matter to our attention. After reviewing your complaint, I personally investigated the issue and found that we had indeed responded to each of the email tickets you provided. Unfortunately, it appears we did not receive any further communication from you, which resulted in the lack of resolution.
  I have addressed the review you posted on 8/14/2024 and processed a full refund for both of your strawberry orders, which includes the 25 Tristar Strawberry plants and 25 Ozark Beauty plants. The refund has been successfully issued back to the payment method used for your purchase.
  We apologize for the inconvenience you experienced and any frustration this may have caused. Our goal is always to provide the best possible service, and I regret that we fell short in this instance. Please let us know if there is anything further we can do to assist you.
  

  Thank you for your understanding.

  Sincerely, 

  ******* F

  Customer Support Manager

  Customer Answer

  Date: 08/23/2024

  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.
  
  Sincerely,
  
  *************************