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Business Profile

Gardening Stores

PlantHouse

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gardening Stores.

Complaints

This profile includes complaints for PlantHouse's headquarters and its corporate-owned locations. To view all corporate locations, see

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PlantHouse has 2 locations, listed below.

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    • PlantHouse

      16641 Birkdale Commons Pkwy Ste 210 Huntersville, NC 28078-5685

    • PlantHouse

      11540 Cordage St Ste H Charlotte, NC 28273-6408

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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:03/26/2024

      Type:Service or Repair 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.
      On March 7th I purchased a house plant for my husbands upstairs office from PlantHouse. I was told not to water for 2-3 weeks because I said I was going to water it when I got home because it looked dry. The young lady assisting me said not to water it. She added dirt to it because she could see the roots at the top of the pot. A couple of days later I noticed 2-3 tiny ants on the floor. I killed them and thought no more about it. Today March 25th I get ready to water the plant and there are about 5-8 tiny ants around the plant. Once I added water ants came running out the plant. I went back to plant house. The young lady informed me that I couldnt get a refund because it had been past ten days. I was never informed of a ten day return policy. If that were the case I would have watered the plant when i got home and discovered all these ants. I informed them that I would file a complaint with BBB and left the store. I would like to return this plant for a full refund. Those dots that look like water specs are dead ants.

      Business Response

      Date: 03/28/2024

      *******,

      I appreciate your efforts in reaching out to us and providing us with the chance to resolve this matter. 

      This level of ant-related issues in our plants is unheard of in our years of providing plants to consumers. Typically, our plants undergo routine spraying before they leave ******* for our stores. By no means am I discrediting what you had to go through, I just want to convey the rarity of this occurrence and we apologize for the impact it had on your home.  

      I contacted our supplier and had them communicate with the grower, the grower expressed shock at your experience, stating that he had never encountered such a situation in all his years of growing. He offered a full refund as a gesture of apology.

      We sincerely apologize for any inconvenience caused. Our employee followed our regular policy, but this situation showed us that we needed to change it. In the future our teams will be instructed to escalate something like this to their District Manager asap so that we can get this taken care of right away. 

      We would like to offer you a full refund for the inconvenience. We can coordinate that for you and you can throw the plant away. I can assure you that this was not the typical Planthouse experience and we would love a second chance to have you back at the shop in the future. 

      Again, I apologize for the inconvenience. We would love the chance to make this right. I appreciate you bringing this to our attention so we could address this with our team members and our suppliers.

      Best, 

      Bri ********

      Planthouse District Manager

    PlantHouse is NOT a BBB Accredited Business.

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