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Business Profile

Garden Center

Secret Garden Growers

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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:06/26/2023

    Type:Product Issues
    Status:
    Unresolved
    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 the fall 2022, I added my name to a waiting list for a very special edgeworthia akebana. In December 2022, Secret Garden Growers shipped me 2 edgeworthia akebana plants, for $70 total price. These were gifts for a friend and a family member. Both of these plants arrived with buds on them, but they failed to grow, and then when I examined the roots, they were none. I feel ripped off and I feel bac giving this as gifts. They were carefully watched during the winter, and all directions were followed. Both my friend and family member have edgeworthias from other growers and they are now huge shrubs. But these were total FAILURES. I WANT MY MONEY BACK. REFUND ME $70.

    Business Response

    Date: 07/06/2023

    These plants were well rooted and budding when shipped.  This was a great crop and we have had absolutely NO problems with any of them. This is the only complaint we received. We only offer warranty to the time of plant arrival.  We have no control over what happens to them once they are out of our hands.  Plants are living, changing organisms with innumerable factors that affect their health.  We checked the roots as a routine part of our shipping process. We ONLY so well rooted plants.  If you buy a roast from there butcher and burn it once you get it home, do you blocked the butcher?  That's just not rational and we cannot be expected to be responsible.  Customer also states they emailed us more than once.  We never delete our emails.  This is simply not true.

     

    Customer Answer

    Date: 07/07/2023

     
    Complaint: 20231761

    I am rejecting this response because: I did send emails to them. See the first two attachments. No answers. I included photos. I also called and I have it on my cell to verify my call. No reply.  I have a flourishing garden, with a very healthy Edgeworthia. I have ordered online from other nurseries and have never had a problem with their potted plants. When I did have a question about damage, these nurseries responded with suggestions and if the shrub did not recover, as seen in any photo I would send, they would replace.  One Edgeworthia I bought from them was a gift, and one  photo shows it planted but not growing. The friend is an avid gardener as well, and keeps bees. So, this response I received was very untruthful about emails and unprofessional compared with other nurseries. 

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Secret Garden Growers is NOT a BBB Accredited Business.

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