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:04/30/2024

  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.

  I placed an order with Spring Hill Nursery/Nurseries February. It took several weeks, but I received the order with one dead plant/root. I planted all plants immediately the same day they arrived. I asked for a refund for the dead plant & they advise I had to wait 8 weeks to assure it would not come to life. It did not. I reached out at 8 weeks and was told they only offer store credit, no refunds. They gave me a gift code number to use to get credit of $21.65 (which by the way was LESS than I actually paid for the dead plant), which code I used on 4/20/24 to place an order for a replacement plant and one new plant. I have an email receipt showing that my order #***** of 4/20/24 was $45.17 MINUS the store credit of $21.65, for balance due $23.52. They never sent me either the replacement plant or the new plant I ordered AND they charged my credit card for the full $45.17. When I contacted customer service about this on 4/27/24 to advise they overcharged me, and I never received my order. They replied they have "no way" to refund me. The only option is to now cancel this new order and have yet another, larger, store credit. This is outright thievery. They are forcing me to shop at their store, for ever-increasing amounts. They sent me a dead plant and now have stolen even more money $45.17 and I nothing to show for it. I would like a full refund, NOT store credit, immediately.

  

  Business Response

  Date: 05/01/2024

  Hello,  

  I wanted to inform you that the customer will receive a total credit of $43.17. The first refund, amounting to $23.53, will be credited back to the customer's credit card. Please note that this process may take up to 15 business days to reflect in the customer's account.

  Additionally, the remaining amount of $21.65, which was initially paid by gift card, will be refunded to the original card used for the purchase. Similar to the first refund, this may also take up to 15 days to appear on the customer's card statement.

  Should you have any questions please feel free to reach out to me.

  Kind regards,

  Michaela

• Initial Complaint

  Date:04/25/2024

  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.

  On April 12 I ordered online thru a pay in 4 company called zip. Springhill took my funds but never generated a confirmation. They clearly state after ordering they would send a confirmation with order number. I emailed several times before I finally tried calling. First they asked for the order number. So right away there was negativity. Is dint have one. I forwarded all the information to track down the order. The lady she would forward it to the right person right away. It’s been a week. I have received no refund product or any communication. Regardless if they refund or not. They do not communicate with their customers causing huge anger and they stole my money. Period. I don’t want store credit I want a refund.

  

  Business Response

  Date: 04/26/2024

  
  Hello,
  

  Please be advised that the customer will be receiving a refund of $61.30. Payment will be issued back to the original card of payment. Please allow 5 to 10 business days for a refund to be processed. Should you have any further questions or concerns? Please don’t hesitate to contact me.
  

  Kind regards,

  Michaela

• Initial Complaint

  Date:03/25/2024

  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.

  Plants were unrecognizable. Spoke to Spring Hill. Offered credit but had no plan for refund

  

  Business Response

  Date: 03/26/2024

  Hello,

  I would like to inform you that a full refund has been successfully processed for the customer. An amount totaling $66.56 has been reimbursed to the customer's credit card. Kindly note that it may take 5 to 10 business days for this transaction to be reflected on the customer's credit card statement.

  Should you require any further assistance or have any other inquiries, please feel free to reach out to me at your convenience.

  Warm regards,
  Michaela W

• Initial Complaint

  Date:09/24/2023

  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.

  My grandparents bought me 10 arborvitae plants for my birthday in March and they were delivered to us at the end of April/beginning of May. We planted them per the directions, provided and watered accordingly however, the trees died after a month of being planted. I reached out and was told to give it another month or two while continuing to water, and the trees never came back. So I reached back out and it was asked for pictures as well as the order number. I provided that information and never heard back from the company. I reached out once a week for the last four weeks. I still have yet to receive a response.
  We would like to receive a full refund, not store credit because we will not be purchasing anything through them again.

  

  Business Response

  Date: 09/25/2023

  Hello,
  
  Please be advised we contacted via email to get the account holder’s
  information to who placed the order as the complainant is not the account
  holder. Once the information is provided, we will be more than happy to assist.
  
  Kind regards,
  Michaela. W 

• Initial Complaint

  Date:07/15/2023

  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.

  In April I bought 3 trees from Springhill which did not arrive until late May. 2 of the 3 are dying/dead. When they 1st started dying, i sent an email asking what I should do. I just got an email saying dig a deeper hole and water. The hole was dug to the directions provided with the trees. I've emailed them 3 more times and no response other than we received your email and will get back to you. Attached are pics of both trees. One is next to the same type of tree bought at home depot that is green and healthy!!

   

  7/17/2023 - Additional information provide by the customer:

  Springhill issued a credit which does me no good since the trees are no long available. Thats what I wanted...either new trees or a refund. 
  
  ****** 

  

  Business Response

  Date: 07/17/2023

  Hello,

  The customer was advised by email that we have
  provided a full refund for the items in question. Also provided the customer
  with an in-house credit that they may use towards their next order and advised that this credit
  will not expire.

  Kind regards,
  Michaela. W

  Customer Answer

  Date: 07/17/2023

  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. 
  
  
  
  Regards,
  
  
  
  ****** *********
  

• Initial Complaint

  Date:06/27/2023

  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 several bulbs for this year. Recd them and planted as suggested. Purchased on 3/10/2023. Recd the statement for payment their plants are guaranteed- to date 6/27/2023 there is not one of the bulbs even sprouting. Purchased - 1 most fragrant peonies collection, 2 summer phlox collection, 1 mammoth mum collection. None of which even have a green sprout emerging- nothing. I’ve gained the family title that my grandmother was given of the “green thumb” . Today recd a statement of “legal action” - they have the “no risk guarantee “ if I have no growth from the bulbs and roots- I feel it applies. The freedom roses sampler I’ll gladly pay for them. Just recd and planted week before last
  -
  # ******** order ***********

  

  Business Response

  Date: 06/28/2023

  Hello,

  We have advised the customer via email that we have balanced
  off their invoice for the items in question and have also provided the customer
  with an in-store credit that they may use towards their next order and advised that this credit
  will not expire.

  Warm
  regards,
  Michaela

  Customer Answer

  Date: 06/29/2023

  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. 
  
  
  
  Regards,
  
  
  
  ****** *****
  

• Initial Complaint

  Date:06/22/2023

  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 ******** was placed and delivered in May 2023. One of the five lilacs was dead. Per the company's guarantee, we requested a replacement, but in the short time it took to deliver the lilacs, they are no longer carrying the same plant so they issued a replacement credit valued at $44.67. On 6/18/22, I placed an order for a replacement product valued at a total of $40.60. The screenshots show the full $40.60 deducted from the certificate, the remaining $4.07 on th certificate and $0 charged to my card.
  They've charged $40.60 to my card and when requested to fix it, they charged an additional $2.66 to the card. I've asked them to cancel the order in full and been told multiple times it would be refunded, but each time I call, there's magically no record of the previous conversation. I've now filed fraud through my bank and cancelled the card that they haven apparently kept on file to charge whenever they please, but I want a refund for the original purchase of the dead lilac per their guarantee. I will not re-order with a replacement certificate or utilize this company again.
  Internal Case numbers include ******** and 0******** calls were made 6/18, 6/19, 6/19, 6/19 and 6/22.

  

  Business Response

  Date: 06/22/2023

  Hello,

  Please be advised that both customers were informed by phone and
  email that they will receive a full refund for a total of $181.84. Also
  provided the customer with an in-house credit that they may use towards their
  next order and advised
  that this credit will not expire.

  Kind regards,
  Michaela. W

  Customer Answer

  Date: 06/27/2023

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

• Initial Complaint

  Date:06/08/2023

  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 date: 3/21/2023 Amount paid: $6.29 for lavender Sensational during a 75% off sale, which ended May 5th, 2023. The business guarantees their plants. I ordered four plants, all of which are in good condition. except for the Lavender, which arrived half dead with a poor root system. I planted it anyway but it is dead. I emailed Spring Hill, they offered me $6.29 and said they did not have a replacement for the lavender. A second email was sent to me as a sale with 77% off for the same Lavender Sensational, only the price was $17.99. I called them at: ********** today: 6/8/2023 and got no results. Account * ******** Order # *********00. I received the order on or about 4/10/2023. No tracking # was provided. I cannot buy any plant for $6.29. I would like a replacement of Lavender Sensational, which arrived dead. I did not wait too long but wanted to make sure the plant in question was truly dead. It was.

  

  Business Response

  Date: 06/09/2023

  Hello,

  Please be advised that the customer was updated by email and phone that the item in
  question will be reshipped out in the fall as it’s not available to be shipped
  out in the spring.

  Kind regards,
  Michaela. W

  Customer Answer

  Date: 06/12/2023

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

  Thank you so much for your handling of this issue for me. I am completely satisfied with the response from Spring Hill Nurseries.

  
  
  
  
  Regards,
  
  
  
  ******* ******
  
  

• Initial Complaint

  Date:05/30/2023

  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.

  A plant with no risk guaratee was purchased on January of 2023, they delivered the plant in March, I planted this tree in ground rightaway but it hasn't sprouted after more than 8 weeks; I contacted Spring Hill by late April, explaining the situation, they asked me to give it 4 more weeks. Now, since the plant is still not showing any signs of life, I contacted them again, they stated that they were issuing a credit, when I asked if it was a refund they ended the chat.

  

  Business Response

  Date: 05/31/2023

  Hello,

  The customer was advised by email that they have been
  refunded a total of $97.19 for the items that did not grow. Also provided the
  customer with an in-house credit that they may use towards their next order and advised that this credit
  will not expire.

  Kind regards,
  Michaela. W

  Customer Answer

  Date: 05/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I looked in my ****** account, the activity year to date. There is refund from them either pending or posted. I have attached a print-out of the ****** statement of activity in a pdf file.
  
  
  Regards,
  
  
  
  **** ******
  
  

  

  Business Response

  Date: 06/01/2023

  Hello,
  
  Please be advised the attached document that the customer
  has provided shows the purchase that they made on January 11, 2023. The refund
  was processed on May 31, 2023, and the customer was advised via email
  ****** refunds can be processed within 5 to 10 business days. 
  
  Kind regards,
  Michaela. W

  Customer Answer

  Date: 06/01/2023

  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. 

  My ****** account now shows the refund granted by the business into my account. Thank you!

  Spring Hill Nursery no longer owes me any moneys for this case.
  
  
  
  Regards,
  
  
  
  **** ******
  
  

• Initial Complaint

  Date:05/24/2023

  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.

  Bought 3 item on April 24th it show shipping on May 1st. A few day later it show shipping May 5th to the 15th. On the 15th I called they say they would put it on priority for the 19th. This is the May the 24th still not shipped. I will not buy from them again. Very poor business practice.

  

  Business Response

  Date: 05/25/2023

  Hello,

  Please be advised that the customer has already canceled
  this order over the phone on 5/24/2023. The customer will receive a full refund
  back to his ****** account for a total of $81.82.

  Kind regards,
  Michaela. W