We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Lawn and Garden

Moss Acres

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lawn and Garden.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 8 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/12/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 8th 2023 I ordered moss. When the order was not fulfilled I found another source for my needs and called to see if I could cancel my order. While they did not want to, they agreed to cancel and refund as the product was not yet dug or shipped. I received notice on March 22 2023 by email that my order was cancelled and refunded. It was cancelled but never refunded. I have tired on multiple occasions by phone, email, and now ******** messenger to reach someone to discuss this. I cannot get a live person and no one will respond. To date I have not received a refund. (Sept 12, 2023).

    Customer Answer

    Date: 09/20/2023

    I received a refund from the business. Thank you for your help.

  • Initial Complaint

    Date:12/23/2022

    Type:Product Issues
    Status:
    Unanswered
    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 and paid for preserved moss on 12/14/2023. Since placing my order, I have not received any response to emails or phone calls to confirm that they have my order, much less an estimated time of arrival. I am concerned that my money is lost since it is standard operating procedure these days to at least send order confirmations. Everytime I call, even though during regular business hours, no matter which department I ask for on their phone carousel, all I get is a recording promising a call back, but no one calls back. I would like them to contact me, supply the product ordered, or at least refund my money.

  • Initial Complaint

    Date:10/14/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered a product on 9/19 from them. Never received notification that the order was processed or received. A couple of weeks later Attempted to follow up through their contact app online. Again, never got actual information or was able to speak with anyone. A week later tried again, was told on their chat function it would be easier to resolve if I call, found the number (which is not readily accessible on their mobile app) and called but all phone options appear to lead to the same thing which is being on hold for a moment, no one picking up, being told by a message that they are busy and being asked to leave a voicemail. From there I went back to online where someone did respond finally with some rationale as to why they are behind (fine) and said they could ship the product out to me - I said I no longer wanted it and that I just wanted my money back, they responded that they would do so. It had been an additional week with no refund processed and I tried again to follow up both online and by phone and have not gotten a single reply, been unable to actually communicate with anyone. Its truly stunning and seems to me to be a simple sham of a company based on how difficult it is to even speak with someone let along the fact that they have simply taken my money at this point.

Moss Acres is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.