Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2025

  Type:Billing 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.

  Nature Hills sent 4 dead Sauvignon grape vines to the tune of nearly $150.00. Not realizing, I planted them right away, kept them moist and after more than 8 weeks of no life, reported the problem. They only offered a store credit for HALF the amount - like I want any more plants from them. And, want to charge me $20 to ship!!! They should not be in business with these unreasonable practices, quite frankly. Please, may not more be scammed by them!!!

  Business Response

  Date: 07/11/2025

  We did receive an order for 4 bareroot Sauvignon Blanc Grapes at the end of April.  The order was promptly shipped, and we didn't receive any communication from the customer until the end of June, informing us that the plants didn't survive. 

  Bareroot material is kept in cold storage to ensure that the plants stay dormant up until the time they are shipped, but thoroughly inspected to ensure viable material is sent.  While we can guarantee material is viable at shipping, we can't guarantee that all plants will survive transplant.  Unfortunately, there are so many factors with transplanting that our beyond our control that can lead to loss, such weather, soil conditions, moisture control, etc.  

  We understand that loss is frustrating, and we try and offset the risk of loss by offering a courtesy 50% credit of the purchase price of a plant on a replacement if any loss is experienced within the first year.  That was is what we offered, and will still offer to the customer, if there is a desire to try again.

  Sincerely,

  
  *****
  Nature Hills Nursery

• Initial Complaint

  Date:07/09/2025

  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.

  ***********************
  
  Nature Hills Order *******
  
  I opened 2 Ai tickets on June 14th, and I never recieved a response back from Nature Hills. I still am missing 2 root booster packets, which I no longer need and would like a refund, the Cardnial Flower grow zones are 6A on the paperwork sent with the plant, your website states 3-9. I would like a refund on this plant as it will not survive the winter in *****. Also the Hot lips turtle head grow zones states
  4-7 on the paperwork, and
  3-8 on the website, this concernes me that this plant will not survive the winters here too.
  
  I have called Nature Hills phone number, I have used Nature Hills AI chat bot and I have emailed Nature Hills, I left a Google review with my problem and commented on Nature Hills Facebook posts. I get no response.
  
  Nature Hills owes me money and I am almost out of all options

  Business Response

  Date: 07/10/2025

  First and foremost, we want to apologize for any lapse in communications.  We show that a ticket was created on 6/19 and we responded within a day (on 6/20/2025), and we hadn't heard back.  We will double check to make sure we didn't miss anything, and also reach back out for direct communication with the customer.

  As far as the Root Booster is concerned, if that was not received, we will certainly refund it.  It was supposed to have been included in one of the shipments with plants, but it sounds like it was missed.

  Regarding the refunds on the plants, I believe there is some confusion.  The packing slips that we include with an itemized list included with the shipment does list the zone of the delivery address.  In this case, the shipment was sent to zip code 53172, which the USDA has listed as a zone 6a.  The website lists the range of zones that a plant is rated hardy for.  In the case of the Hot Lips Turtle Head, that would be zones 3 through 8, which would include zone 6.  The Cardinal Flower would be hardy for zones 3 through 9, which would also include zone 6.  Rest assured, both plants are perfectly suitable for the delivery address in WI.

  It does appear that the inserts for the plants are showing a bit different information from the website.  The zone ratings do vary a bit, depending on the source of the data.  It looks like we need to update our systems to match.  However, zone 6 would still be within the ranges listed on the inserts.  Again, perfectly hardy in a zone 6a.

  Thanks,
  
  *****

  Nature Hills Nursery

  Customer Answer

  Date: 07/10/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am requesting a refund for the 2 missing plant boosters that I never received. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:06/28/2025

  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 purchased two lilac bushes and a $24.99 3 lb bag of BioTone from Nature Hills. I received the lilacs within 5 days of ordering them but the BioTone wasn’t included and didn’t come separately. It has been over 2 1/2 weeks since receiving the lilacs and still I am missing the other item. I have called the company and gotten a recording that “due to being busy I need to CHAT or email.” I have done both multiple times and gotten no where. The chatbot does nothing except create a ticket which is never addressed and when I email nothing happens either. At this point, I just want my money back.
  ~******* **********

  Business Response

  Date: 06/30/2025

  We apologize for the issue.  The customer reached out last week to inform us that the item in question hadn't shipped.  This was shipping direct from the distributor, so we reached out the shipper to find out why it hadn't yet been sent.  They were slow to respond, but did confirm there was an issue and it was currently out of stock and that they should have notified us sooner.  We apologize for the wait, and the issue.  We are happy to refund for the missing item.  It is being processed today.
  
  *****
  Nature Hills Nursery

• Initial Complaint

  Date:06/19/2025

  Type:Billing 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 purchased five plants on June 1 and was expecting per website claims they would ship within a matter of days. I had to reach out to the twice to ask where my order was, their email address on their website is invalid, no one answers their phone, and their chat service is all AI with no human behind them. I finally received my order on June 19 and everything inside the box was diseased, dead, and haphazardly packaged. Zero chance of plant survival. I finally got someone to answer me over email after many attempts, I was then told that I could not get a refund. My only option is to receive a store credit or have the same plants shipped again. Side note: my plants aren’t even available anymore. Upon looking at reviews of real people and not fake planted reviews (from their website), it seems this is their business plan. They send garbage products but get to keep your money. Seems they are running a complete scam business! I have also seen that many people have reported them to the BBB. Hopefully this gets resolved soon so others don’t suffer from their terrible business practice. Now I’m out almost $150 with no plants.

  Business Response

  Date: 06/20/2025

  *******
  
  We apologize for the issues both with connecting with us and the condition of the plants.  We are a bit short staffed, and trying to catch up from the spring season.  That is not an excuse, but just the reality that we are facing at the moment.

  As far as the plants are concerned, we ship direct from the grower.  We ask for the pictures so we can properly assess the issue.  I see that you have been messaging and send over some pictures this morning for review.  Based on what we are seeing the plants are not diseased, but this is a mild fungus that is a biproduct of overhead irrigation and the hot summer temperatures.  It can be exacerbated by humid condition and being in a box for a few days in transit.  The standard protocol would be to have the nursery manager assess the plants on the ground, and if this was an isolated incident reship the plants.  if the crop has an issue, then issue a store credit.  I can assure you that this is not a business practice to send plants in this condition, and we wouldn't be in business for over 20 years if that was the case.

  All that being said, we will refund the order. We understand that we missed the mark here, and that it seems we are too far gone to regain your trust.  We don't need the plants back.  You can discard them if you choose.  If you choose to keep them, they will reflush, just be sure to water at the base of the plant and not on the leaves.  You can even treat with a mild anti fungal spray to accelerate the healing process.  

  
  Thanks,
  
  ***** ******
  Nature Hills Nursery

• Initial Complaint

  Date:06/17/2025

  Type:Product 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.

  We purchased an aspen tree online for $158.14 on May 14, 2025. The tree was delivered on May 28, 2025, in a visibly-diseased condition. Most of the foliage had black spots and had already started withering.
  
  We emailed Nature Hills the day the tree was delivered, May 28th, to request either a refund or a replacement. Pictures of the diseased foliage were included with the email. Nature Hills replied on May 29th, characterizing this as a "common issue," but claiming the tree was still healthy. It did not provide a replacement or refund.
  
  By June 11th, nearly all the foliage had completely blackened and withered and the tree was clearly dying. We emailed Nature Hills again on June 11th and 12th, with pictures, and requested a replacement tree. We received no response. We emailed Nature Hills again on June 16th, requesting a full refund, as the tree was now dead and we had received no response to our request for a replacement. We still have received no response.
  
  At this time we are insisting on a full refund due to Nature Hills sending a clearly-diseased tree and refusing or ignoring multiple requests for a replacement.

  Business Response

  Date: 06/18/2025

  *****

  We apologize for the issue, and that your follow up requests were not responded to.  We are going through a transitionary period with staffing and have fallen behind.  We weren't ignoring your requests, just hadn't gotten to them yet.  We understand that this issue is on our end, and are working as quickly as we can to fix those issues.
  
  I understand your concern.  The spots are somewhat normal, but if the issue has persisted and the tree has not bounced back at this point, we would need to take action. Typically, that would be a reshipment, but I will honor your request for the full refund given the circumstances.  That was processed today. 

  Again, I apologize that it took going to the BBB to get this resolved.  We should have done better is resolving this with you directly.  

  Thanks,
  
  ***** ******

  Customer Answer

  Date: 06/19/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The company issued the refund to a card that is not ours. We do not have a Visa that ends in ****. We don’t know whose card that is. The refund needs to be issued to our Visa ending in ****, which was the card we used for the original purchase.

  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 06/19/2025

  First and foremost, I will not not discuss specifics of customer card information in any capacity for security reasons.  Our system is set up use encrypted tokens to process transactions.  In the case of a refund, the system will reference the original transaction and return funds to the original form of payment.  It would be illegal to move funds to a different card.  The refund has already been processed and would have been issued to the original card used when purchasing, whatever that may have been. There is no further action to take on this matter, as the refund was issued and has already processed to the original card used.

  ***** ******
  Nature Hills Nursery

• Initial Complaint

  Date:06/14/2025

  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.

  My first time ordering a tree online since unable to find in local nurseries. The Seven Sons Flower Tree I ordered from them was smaller than expected, and had a side pruned off making the shrub unbalanced and lopsided. There were also several branches broken from shipping. Not sure why they pruned off so much like perhaps it was diseased or part of it died, if so it will likely not live long. At any rate a tree pruned in such a way should not be shipped as a first line product, nobody would have selected it if there was a choice.

  Business Response

  Date: 06/27/2025

  The customer reached out to us regarding the issue, and we promptly shipped him a new plant.  He replied that the plant arrived with some wilted leaves due to UPS, and we recommended a process called submersion.  We are noting the account and waiting on a response, but as we get into the heat of the summer, we run the risk of this happening again.  We stand by our plants, and will work with the customer, but need to give the plant some time to adjust.
  
  Nature Hills Nursery

  Customer Answer

  Date: 06/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23******* and find that this resolution is satisfactory to me.
  
  

  They sent me a new plant that is of nice form.

  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:05/19/2025

  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 purchased 2 fruit trees online on June 8, 2025 from ****** *********. I received an email response which included the purchase price $273.69, the purchase order *******, and information indicating that they would be getting back to me once they could give me an approximate date of arrival. I waited 8 or 9 days and then reached out to Nature Hills several times by email, specifically because the company indicated that they would be sending the 2 trees bare root and of course I wanted to get them planted properly as soon as I could so that they would not die. I did not receive a response. Subsequently, I left several phone messages asking them to call me back with my cell phone number and order number, explaining why I was calling. Today, I phoned and pushed the number which was for speaking to a member of the staff regarding my order. The voice message said to please wait and someone would be picking up to speak to me. I waited 40 minutes with no response besides a background elevator music. I hung up and phoned back later and pushed the number which was for making additional orders. I waited for a long time and hung up because I did not receive an answer. I question the validity of this company. It has now been 11 days since I paid on line for my purchase. Despite making every effort to speak to someone, all of my queries have been disregarded. I feel that Nature Hills has made no attempt to satisfy me as a new customer. I do not think that I would recommend them to anyone interested in using an online nursery. There is nothing worse than ignoring customers who pay a company for their service.
  
  *** ******* ******* *******

  Business Response

  Date: 05/20/2025

  To Whom It May Concern,

  Our sincere apologies regarding the communication issues, and the delay on the order.  We are unfortunately dealing with some staffing issues, that caused the phones to be offline for a time last week.  Obviously, that is our problem, but it has caused us to not meet our standards for servicing our customers.  

  Regarding the shipping, orders typically ship within 7-10 days, and we are running a bit over that time frame as well.  I am working with the grower to push your order out today, and will reach out directly to the customer with an update.
  
  ***** ******
  Nature Hills Nursery

• Initial Complaint

  Date:05/09/2025

  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.

  Order no 124519
  I ordered two plants from Nature Hills nursery. They sent one plant and I have not been able to get in touch with them. Have made severalattempts by phone and it goes straight to a voicemail box and will not leave you a message. They did not provide me with an emailto contact them. I just want my Plante or I want my money back And no one will answer me.

  Business Response

  Date: 05/09/2025

  Hugh,

  Sorry for the troubles with getting a hold of us.  We are working on diagnosing some of the issues with our email and ticketing channels, and I know the phone hours are limited due to staffing.  All things we are trying to fix.  I believe you talked to one of agents, and we were able to get a reshipment for your missing plant.  I just emailed over the new order confirmation.  We also apologize for that misstep.  The guys at the warehouse must have misread the packing slip.
  
  Thanks,
  
  *****
  Nature Hills Nursery

• Initial Complaint

  Date:05/06/2025

  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 ordered 258 dollars worth of plants on April 14th. April 24th I still did not receive the estimated delivery time frame email that was supposed to be sent to me shortly after the order confirmation email I received on the 14th. When I reached out they said the order did not go through I sent them a photo of the funds leaving my account the 14th. They then confirmed it did go through but were confused on billing address. Confirmed shipping address and they said they would ship out now. 5 days later I still had not received confirmation of shipping. They then shipped I received plants Friday May 2nd. 120 dollars of plants were missing. I reached out they claimed they did ship them and requested photos. I sent them photos of packaging slips the packaging and the plants. They said they would get back to me “on their reply”. I reached out the 3rd, the 5th and the 6th by email, and phone. Their chat service was turned off as was their phone as of the 6th. Once I threatened to complain to BBB I received an immediate response that they would reship “by 10 business days weather permitted”. I currently receive Ads from them showing they can ship plants 2 days after purchase. The weather is quickly getting hotter which would be bad for shipping the longer I wait. Logistically I need the plants sooner than that. I have kindly requested for expedited shipping as I originally ordered and paid for these plants April 14th with the expectation I would receive them in April. They stopped responding to me after I explained my issue and made my request. Due to the nature of gardening and seasonal plants this is a time sensitive issue. At some point I am going to just want my money back so that I can buy them elsewhere to avoid logistical problems this time frame is making me face. Thanks.

  Customer Answer

  Date: 05/07/2025

  This was a response I received with a new order number of the plants they claim to be sending to me. When I open my account there is no new pending order to be delivered at all. That order number does not bring up any information at all. I would appreciate an actual order number I can see is in progress or my money back. 

  Business Response

  Date: 05/07/2025

  To Whom It May Concern,

  There was a reported issue with some missing item.  We did communicate with the customer yesterday, and the reshipment was approved.  The missing items were shipped and the UPS tracking numbers are ****************** *** *******************
  
  We do say 7-10 days, weather permitting, as some locations take longer to ship, but we were able to put a rush on the plants.  We apologize for any issues.
  
  Nature Hills Nursery

• Initial Complaint

  Date:05/06/2025

  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 ordered plants and a tree, fertilizer, root starter in May, 2025. I received half my order.
  My complaint is their Customer Service phone number consistently has A FULL MAILBOX
  leaving it impossible to leave a message or talk.
  There is NO Chat area
  There is no Email address
  Their website does NOT work properly and continuously drops me.
  A company that toots its horn like Nature Hills and then makes sure the customer has absolutely no avenue to speak or chat with Customer Service is a BIG RED SCAM in my book.

  Business Response

  Date: 05/07/2025

  Thanks for the note, and we apologize for the issues contacting us.  Our call center is experiencing some staffing shortages.  We attempted to implement some new software to allow for live chat, but there have been some bugs there.  I know that probably doesn't put your mind at ease, but we are not a scam, just going through some growing pains.  We are working as quickly as we can to rectify the situation.

  
  It looks like we have been in touch through our ticketing system, so hopefully you have received some direct communication.  Responding here, too, to hopefully provide you some assurance.  We have a Soft Serve False Cypress and a fertilizer yet to ship to you.  Both are set to ship this week.

  
  Thanks,

  
  Nature Hills Nursery