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Business Profile

Plant Nursery

Brussel's Bonsai Nursery, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Plant Nursery.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:03/24/2025

    Type:Delivery Issues
    Status:
    Answered
    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 January 2 of 2025 for a bonsai tree as a gift for my mother. I received an email from the company through someone named *** who informed me that the bonsai tree I ordered would not farewell shipping in the current weather conditions. She informed me that the product will be shipped sometime in March to which I agreed. This past week, I checked my email and received automated email with a tracking number for the item with no email notification from *** or anyone else from the company giving heads up or asking if they are okay to ship. So the package was delivered in a New York lobby unattended and stolen. I contacted the business to let them know what occurred and spoke with an office manager. I am not sure what her name was, but she informed me that the business fulfilled their end of the deal and nothing will be done.

    Business Response

    Date: 03/25/2025

    Good morning - 

    Customer placed order on January 2nd. The order was imported into our system on January 3rd. We sent an email advising the customer that indoor trees do not ship well to cold climates and gave her an options to fulfil the order or offer full refund.  We also state on our website that Indoor trees travel best when nightime temperatures are above 50 degrees in states betweeen *********** and the delivery state. Customer agreed to ship the same tree the middle of March. We shipped the tree per her request the middle of March and the automated system provided the customer with a tracking number. No additional emails to be sent was discussed at the time of resolution. Customer called yesterday stating that the recipent was out of town when the package was delivered and she failed to see the email with the tracking number. If she had notified the company we would have gladly held the order even longer. We did exactly what we told the customer we would do. I advised the customer to check with the office building to see if the package was left there. The general manager advised me to tell her that she needed to reach out to ***** in regards to the package stolen. ***** did deliver the package and provided photo proof of delivery. We fulfilled our obligation to complete the intial order, after being cotacted on yesterday we still offered a discount on a future purchase yet refused by the customer. We feel sorry that the package was lost but we are not sure how we are to appease the customer as this is a matter between her and the shipper. 

     

     

     

    Customer Answer

    Date: 03/25/2025

     
    Complaint: 23108667

    I am rejecting this response because:

    As a business who sells products that range from hundreds to thousands it is their responsibility to ensure they do their due diligence with shipping. They did not even ensure a signature for delivery. The package was dropped off in a lobby not even in front of the apartment. I spoke with **** ***** on the phone who was less than apologetic about that matter. I was hung up on, given several excuses, and no accountability was taken. I have recordings of my conversation with the company. I have never been so disgusted with customer service. **** stated I should have known to call to have the package signed for. There is no indication on their shipping instructions saying such thing. As I explained to her on the phone this is my first interaction with that company. I was robbed of 150$ and I was offered to purchase another one. Being told to understand that she would be out another 150$ and I must understand from a business standpoint is beyond insulting. 

    Sincerely,

    ******* ****

    Business Response

    Date: 03/25/2025

    The customer was not hung up on, but placed on hold. The customer called back immediately and was still treated fairly, possibly assuming a different *** would have answered.  We understand this is the customers first interaction but we explain the process on our website. We  also have a banner on the website year round that states when indoor trees should ship best.  This was overlooked by the customer but we still made contact to ensure the tree would arrive in optimal conditions. We shipped the tree as advised during several intial conversations as we continued to explain how the process worked. During these conversations, the customer agreed we would be able to ship mid-March and we the email corrspondence as proof of agreement. The customer assumed there would be additional emails although that was never told to her. The tree was shipped.  Our system automates the tracking number via email. Once the email was read, the customer had ample amount of time to contact us to stop the shipping or reroute the package.  Yet during one of the phone calls yesterday, the customer explained that she had a busy week and had missed the email in her inbox.  Per the courier's proof and through our due diligence of sending the tracking number, and once proof of delivery was seen, the courier still could have been contacted and  package rerouted to have the tree held or returned back to us and shipped at a later date. This is now 2 opportunities in which we could have assisted the customer with the recepient receiveing their tree.  We are sympathetic that the tree was stolen but this was out of our control. We hold and ship thousands a trees a week during the year and we expect the customer to ********** to us anything outside of our parameters as we did for her.  We have offered the customer a discount on a new order out of courtesy for what has happened but we do not feel we owe the customer a full refund due to the lack of communication on the customer's behalf. We are shipping live goods and do all we can to ensure safe arrival of the trees and we did so. 

    Customer Answer

    Date: 03/25/2025

     
    Complaint: 23108667

    I am rejecting this response because:

    I am not asking for a full refund. I am asking for the item I paid for and yes, I was hung up on. I called the total of three times and the same person answered every single time I have a recording of the conversation which I am happy to upload. I was not being told to hold on. I asked for the name and the office manager which is all she referred to herself as hung up on me, thats what occurred. I did not overlook anything as I even stated I am very much aware of the email chain. And they did inform me the reason the tree could not ship at the time I arranged. However, I had no clue that I had to call and go through extra measures to have the package signed for that is not written on their site. I also was not aware that the package will be shipped without warning. Mid March is not a precise date. I also went ahead and took screenshots of the website after **** told me thats what I should have done in order to ensure the package was signed for . I have no problem showing it as Im sure the company doesnt have a problem showing it either. This isnt a question as to if I agreed whether or not I agreed to March my issue is there was no notification as far as the ship date, I was treated poorly and I did not receive a product that I paid for. 


    Sincerely,

    ******* ****

  • Initial Complaint

    Date:09/24/2024

    Type:Product Issues
    Status:
    Answered
    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.
    The item arrived broken they wont refund or reship the item

    Business Response

    Date: 11/07/2024

    Good morning - 

     

    Customer called and emailed us in regards to receiving a damaged item. We asked for phtotos of the damaged item and stated we would gladly issue a replacement/refund once we received the pictures. Customer never provided pictures of the damage. Please see email strand below. 

     

    Hi Mr. ******

    It was a pleasure speaking with you earlier. Per our conversation in order for us to process a replacement or refund we need photos of the damaged item. Please provide us with the pictures and we will gladly issue a replacement or refund.

    Best Regards,
    ****

    <image001.png>

    Indoor bonsai trees travel best when night temperatures are above 50 degrees in states between *********** and delivery address.




    **** *****
    Office Manager
    Brussels Bonsai Nursery
    *******************************************************************************************
    Phone ************
    Fax ************

    From: ******** ****** <********************************>
    Sent: Tuesday, September 17, 2024 11:36 AM
    To: **** ***** <*************************************************************************************************>
    Subject: Item arrived broken

    Hello
    The item arrive broken and I would like either a Replacment or reduns 
    ***This electronic message and any attachments are intended for the use of the individual or entity to which this message is addressed and may contain information that is privileged, confidential, and exempt from disclosure under applicable law. If the reader of this message is not the intended recipient,you are hereby notified that any dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this electronic message in error, please notify us immediately by reply email.***

Brussel's Bonsai Nursery, LLC is NOT a BBB Accredited Business.

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