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:05/13/2023

  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 ordered sixteen items (seventeen plants) from the Spring Hill Spring 2023 catalog. I paid by check, for the entire amount.
  I received eight plants, followed by a ninth plant a few days later.
  I then received an 'out of stock' card.
  If they don't refund customers, then how can they assume that I'll ever order from them again? I have recently ordered from two other nurseries, with satisfactory results!

  

  Business Response

  Date: 05/15/2023

  Hello,
  We have advised the customer via email that they will be receiving a
  refund check for the items that are out of stock as well as a portion of the
  shipping fees. As well we provided the customer with an in-house credit that they
  may use towards their next order that will not expire.
  
  Kind regards,
  Michaela. W

  Customer Answer

  Date: 05/15/2023

  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:04/27/2023

  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 ordered ten 24-36" Emerald Green Arborvitae plants on 4/21/2025 for $311.62. This included a 30% coupon discount.
  
  On 4/25/2023 I received the trees. When I unboxed them I discovered that they ranged in size from 10" to 20" with the majority of them being around 14" from crown to tip. The cost of ten of the size tree that I actually received is $129.99 less the 30% coupon I had, plus tax, the total cost is $96.45.
  
  I called customer service immediately and told them that I had not received the size trees that I had ordered. She offered to send me new plants but I told her I would keep these and just wanted refund of the difference between what I purchased and what I received. She told me that I needed to send photos to prove the size and then I would be credited back. I sent photos to the email she provided ******************************) and got an automated message that a case number had been created.
  
  On 4/26/2023 at 7:51 pm I received the following message which basically says “don’t worry, they’ll grow.” The message back completely ignored the point that they sent me the wrong size plants.
  
  << “Thank you for contacting us and sharing the images. We have reviewed the images and they are looking absolutely fine. They’re just dormant and they sprout into life soon after planting. Dormant or bare-root plants are living plant materials even though they may be completely void of green buds or leaves and do best when shipped in a dormant/bare-root stage. … We guarantee our plants and your absolute satisfaction is our highest concern. If any item does not grow and flourish to your complete satisfaction at any time, please let us know, and we will be happy to issue a merchandise credit or a replacement" >>
  
  I was over charged $215.17 for what I received vs. what I ordered.
  
  I cannot seem to communicate with this company that they did NOT send me what I ordered and I want to be credited back the difference.

  Customer Answer

  Date: 05/01/2023

  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. 

  
  Good morning!
  
  Wanted to let you know that Springhill credited me back $212.00 for the difference between what I ordered and the product I actually received.  Thank you for your help.
  
  **** *********
  

  
  

   

• Initial Complaint

  Date:03/24/2023

  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.

  I bought several flowers from Spring Hill and three plants never sprouted: Forever Susan Lily, Kirinmaru Peony, and Firecracker Sedum. I would either like the flowers replaced or a partial refund / credit.

  

  Business Response

  Date: 03/27/2023

  We have called and left voicemails and also sent an email to ***** ****** to ensure he was aware of out no Risk guarantee. The customer is cover for a reshipment of the product that didnt survive or a merchandise credit in the amount spent. We are currently awaiting ***** ****** to respond.

   

  Thank you,

   

  -Tavaris G.

• Initial Complaint

  Date:09/01/2022

  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.

  Received faulty product. Made a complaint to the company. They offered me a credit to use for future purchases. I place an order exceeding the amount of the credit May 16. No product has been delivered. About once a week I get a notice that the item I ordered is out of stock. I have $3.08 worth of product that is supposed to ship in a week or two. I've lost all of the alleged refund. Shady business practice at best.

  

  Business Response

  Date: 09/04/2022

  Mr. ******

  Thank you for your correspondence, I apologize for the miscommunication. I reviewed your account and order and see that there were 4 items that were out of stock from the order placed on 05/16/2022. The remaining items (Bronze Daisy Monster Mum & Coconut Daisy) are both fall shipping and should ship mid September once we start shipping for fall. You still have a credit in the amount of $111.14 (******2CM) from the merchandise credit that was given for a prior order. I checked online and two of the items from your order are available for fall shipping (Bartzilla Peony and PowPow Coneflower), we can add those to your current order, you can reach out to customer service and they will be happy to assist you.

  Sincerely,

  Kim J
  Spring Hill Nursery

   

  Customer Answer

  Date: 09/07/2022

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

  Continuing to have a credit with you company is of no use to me. When I ordered several items four months ago, none of them shipped due to out of stock issues. Why would I ever think that my items will be in stock? I will essentially never be able to use the credit on my account. I seem to see others who have fought the same issue without resolve. 
  
  
  Regards,
  
  
  
  *********** *****
  
  

  

  Business Response

  Date: 09/12/2022

  Mr. ******

  Thank you for your correspondence, I have cancelled your replacement certificate and issued a refund back to your card used for the original purchase. Please allow 3 - 5 business days for processing.

  Sincerely,

  Kim J
  Spring Hill Nursery

• Initial Complaint

  Date:07/29/2022

  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.

  Spring Hill Nurseries issue
  I placed an order this spring, on 03/14/22
  Order Number: 2*********1
  Order Total: $55.55
  
  The main reason for my purchase was this item "CLEMATIS AMARANTHINE ******” which was not shipped until July 6th, nearly four months later!
  
  Then, the item was shipped on 7/6 and was not delivered until 7/14, 8 days later!
  
  When I opened the box, I found a wilted plant and dead leaves in the bottom of the box.
  
  I hoped that the plant may come back to life, but a week later, it is still as dead as when it arrived.
  
  This whole order was a complete disaster. I received a dead stick. I sent a request to Spring hill to please send me a refund. Spring Hill responded by saying they do NOT offer refunds, even when the issue is a direct result of their negligence:
  “It is disappointing when the plant does not make it and I can understand that. Unfortunately, the item is not available for a replacement. Also, I am unable to issue a refund as per the company policy. We are sorry to hear that you had a problem with the items listed below and have issued you a Replacement Certificate in the amount of $31.79”
  
  Can you get a refund of $31.70 (out of the original total of $55.55) to account for the late receipt of a dead plant.

  

  Business Response

  Date: 08/01/2022

  Mr. *****,

  Thank you for your correspondence, I apologize for the delay in shipping. A refund was processed back to your card ending in **** on 07/28/2022, please allow 3 - 5 business days for the banks to process the credit.

  Sincerely,

  Kim J
  Spring Hill Nursery

  Customer Answer

  Date: 08/02/2022

  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:07/29/2022

  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 am a cancer survivor and I have been pretty sick the past year and a half and have been in and out of the hospital and lost more than 65lbs and almost died! During the very beginning of the illness I wasn't aware of how serious it was and still forced myself to garden even when I felt horrible. I had ordered some plants using my **** ***** app and paid $84.92, I believe, for the 4 plants in that shipment that I did not receive using my Mastercard. Well recently my son asked what a particular bush was &I told him I got it thru them and looked it up to show him (3********* ******* ********** @$37/each) &realized I never got my last package for that particular order and after checking I had also not been refunded by either **** ***** or Spring Hill nurseries, where they came from. Since then I have attempted again and again to NO AVAIL to contact **** ***** and Spring Hill even hung up on me! So I would really like for one business or the other to at least replace the plants I never received if not then please refund me. If not I will be forced to call my credit card company.

  

  Business Response

  Date: 08/01/2022

  *** ******,

  Thank you for your correspondence, I apologize, all **** ***** orders are handled through **** ***** and I do not have access to those orders through Spring Hill Nursery. I have forwarded this complaint to **** ***** so that they can assist you.

  Sincerely,

  Kim J*****
  Spring Hill Nursery

• Initial Complaint

  Date:07/26/2022

  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 in May 7th for a birthday gift (*********** & ***********). At the time I was told the full order was in stock and would ship on time.
  
  The items did not ship on time and Spring Hill provided no update on shipping timeline until I reached out to find the items were back ordered.
  
  I was then told they would all ship in June.
  
  To date, Spring Hill has not delivered all of my items and they just sent me an email canceling the remainder of my order.
  
  When I reached out to customer service, to let them know my order was not of value unless I had all of the items I ordered they did nothing.
  
  Having a partial order delivered and the remaining order canceled does nothing g for me. I’ve requested a full refund on these orders and I’ve been ignored. The complete lack of communication, respect and honesty form Spring Hill is unacceptable.

  

  Business Response

  Date: 07/28/2022

  *** ********,

  
  Thank you for your correspondence, I'm sorry the Beach Party Lilac Duet was out of stock, when the order cancelled, a refund was issued back to you for that item in the amount of $52.59 on 07/20/2022. I have issued a refund today in the amount of $57.35 for the Lilac Sunday Lilac's, please allow 3 - 5 business days for processing. 

  Sincerely,

  Kim J*****
  Spring Hill Nursery

  Customer Answer

  Date: 07/28/2022

  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.
  
  
  

  You can’t treat customers like this, you’ll end up with none. You’ve lost me and everyone I know as a customer. Good luck with your horrible business practices. 

   

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