Complaints
Customer Complaints Summary
- 26 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/05/2025
Type: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.
In April 2024 I ordered 5 bare root rose plants. the J&P website said such plants would be delivered to my Zone 3 address in Mid=May. However they were shipped on April 11 when I was not at the address. When I found the box containng the plants on April 24 I immediately sent an email (have an entire email history available). This was the initiation of my 'guarantee' process. The support respondent told me to keep the roots damp and plant. I did that. The plants have not survived. I emailed for a resolution/fulfillment of the 'guarantee'. I believe I have been dealing with AI as the response does not address the various points raised and seems 'canned'. I want J&P to replace the plants because a) they sent them too early for planting in Zone 3 b) their advise was insufficient for the circumstances, c) they claim to guarantee within 90 days and my initial email fulfilled that time limit.
Business Response
Date: 05/05/2025
We sincerely apologize for the issues you have encountered. Our systems show that a refund was issued on 05/04. Please allow 3-5 business days for processing.Initial Complaint
Date:03/31/2025
Type: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 # ************
I am totally disappointed with my purchase from your company. I am demanding a full refund of $165.92 and a free shipping label if the dead rose bushes are to be returned.
I ordered my roses to arrive in plenty of time for zone 9 bare-root season, which is January/February. However, I did not receive my shipment until March 24, 2025. To add insult to injury, it took seven days to arrive from the March 18, 2025, shipping date. The roses showed up a jumbled mess and dried out; the roses appeared to be dead or dying. See the attached photos!
My disappointment did not keep me from planting them in the hope of recovery. As you can see in the attached photos, they are not going to grow. After only five days in the ground, they are already browning.
Firstly, you should not have sent me bare-root so late in the season. You did, but you didn’t even ensure they would be kept moist during their seven-day journey in hot *** vehicles.
If I do not hear from you within three business days, I will contact the Better Business Bureau and file a complaint with them.
In the meantime, I will purchase six healthy roses from my local Lowes, as that is what I should have done in the first place.Business Response
Date: 03/31/2025
We sincerely apologize for the issues you have encountered. We are issuing a refund for your order. Please allow 3-5 business days for processing.Customer Answer
Date: 03/31/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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:07/30/2024
Type: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 2 fig trees last August 2023. When they finally arrived they just looked like dead sticks with roots. I planted them as instructed. In the spring, they never woke up. Never got leaves. Still looked like bare twigs in late April.
I called in April or early May and the agent said she was issuing me a credit. I have never received a credit through ****** (which is the method of payment I used) and nothing has ever come in the mail.
Wondering when I will receive my refund and what method they plan to use to issue the credit. I'm very disappointed with this company and I don't understand what happened to the phone number I used to contact them earlier this year. Customer service with this company is ridiculous. It feels like they plan on a customer to forget to get in touch with them so they don't have to issue refunds.Business Response
Date: 07/30/2024
We sincerely apologize for the issues you have encountered. Our systems show that a merchandise credit for a future purchase was issued initially. We have cancelled the credit and are issuing a refund. Please allow 3-5 business days for processing.Customer Answer
Date: 07/30/2024
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:07/29/2024
Type: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.
Ordered two roses on a promo of BOGO. They arrived black and moldy.
I contacted J&P upon delivery. I was told to wait several weeks, up to 8 weeks, for them to bud. Recontact in 3-8 weeks and they will be replaced if not growing
One is dead and did not bud. When I requested a replacement, they said they do not replace.
This is the last time I will order from this company. They lost my business.Business Response
Date: 07/29/2024
We sincerely apologize for the issues you have encountered. We are not currently shipping any live plants, due to high temperatures. We apologize. We are issuing a refund for your order. Please allow 3-5 business days for processing.Customer Answer
Date: 07/29/2024
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 as long as long a refund is posted and I receive confirmation from them that they have indeed refunded the amount. I do not have any verification from them that a refund has actually been posted.
Regards,
**** *********Initial Complaint
Date:06/17/2024
Type: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 roses from J&P on 5/30 and thefirst issue was they would take two weeks to get to me after ordering per *** tracking. So I sent an email about this. No response. The roses were delivered 6/13. I unboxed them and almost cried. The canes were covered in mold and most of the canes were black and dying or already dead.So I sent an email again with my concerns. I got a reply back this morning telling me to just wipe the mold off, it’s fine. Cut the dead canes back, it’s fine. Plant them and let us know in 3 weeks how it’s going..You’ve got to be kidding. I did not purchase roses where in the description it did it say “ May arrive dead and moldy”. QUITE the opposite. I sold J&P roses for years and I can tell you also I’m not a gardening idiot. I’m stunned at the response I received and I want a refund. You ruined the J&P brand for sureBusiness Response
Date: 06/17/2024
We sincerely apologize for the issues you have encountered. Our systems show that a refund is being issued. Please allow 3-5 business days for processing.Customer Answer
Date: 06/21/2024
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.I still have not received a refund.
***** ****Business Response
Date: 06/24/2024
We sincerely apologize for the delay. Our systems show that the refund was returned back on 06/21/2024. The info is as follows: TransactionID: *******, Status: Credit, Create: Jun 21 2024 3:46PM, Capture: Jun 21 2024 3:46PM, Auth Amt: -123.91, Capture Amt: -123.91, Invoice: ****************Initial Complaint
Date:06/07/2024
Type: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 3 roses from this online store. 2 of the roses are fine while the third died. I reached out to the grower via their website and asked if they could replace the bush. I was informed I needed to send photos showing the plant's condition. I did this. I was informed via email that I would receive a refund within 5-7 business days. Yesterday I was told I would receive store credit for my next purchase. I was given a credit number to use when checking out. I was a little unhappy because I was told I would receive a full refund of $40.83. The Merchandise credit number they gave me for check out was ************* When I went to use the merchandise credit the number did not work. I reached out to their customer service numerous times. I was told it was valid. I continued to try to use it on their site. It did not work. At first I was told to pay in full and then they would refund me the $. I flat out refused to do this. Finally they told me I had to call to finish the order to get the credit. At this point I want a full refund for the $40.83. I am fed up with this company and will never deal with them again. I also want an apology for the hoops I had to go through to get a refund for a plant that died within a few weeks of purchasing it.Business Response
Date: 06/07/2024
We sincerely apologize for the issues you have encountered. We have issued a refund, as requested. Please allow 3-5 business days for processing.Customer Answer
Date: 06/07/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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:05/24/2024
Type: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 was promised a refund for my purchase and it's not arrived. I called and they couldn't or wouldn't help. They kept making promises but I've still not received a refund.Business Response
Date: 05/24/2024
We sincerely apologize for the issues you have encountered. Our systems show an issue with sending the refund back to the ****** account on the order. We are issuing a refund check for your order. Please allow 7-10 days to receive.Customer Answer
Date: 05/24/2024
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.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
***** ******I tied to upload the ****** receipt, but the file was to big.
There is nothing wrong with my account. I just used it. My debt card is also valid.
This fight has been ongoing for well over 2 months.
Business Response
Date: 05/29/2024
We sincerely apologize for the issues you have encountered. We never want to disappoint our customers or provide bad service. We are committed to working closely with customers to resolve any service issues and will continue to focus our efforts on creating a positive experience. Thank you for bringing this situation to our attention. In addition, we are sending a complimentary $50 gift certificate due to the inconveniences you have encountered.Customer Answer
Date: 05/30/2024
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.
I want the money refunded as promised. $59.31I've made several calls, have chatted and everytime I'm told I will be refunded, but it has never happened.
Regards,
***** ******Business Response
Date: 06/11/2024
Thank you for your patience while we worked through the refund. The refund check was mailed on 5/29/2024 through **** and our records show the check was cashed on 6/5/2024. We apologize for any inconvenience during the refund process.Customer Answer
Date: 06/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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:05/17/2024
Type: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 received an order of 8 bare root roses covered in mold. I would never knowingly purchase 8 bareroot rose bushes, had I been advised at the time of purchase that my order would arrive in a condition other than what was represented on *** ******* at the time of my order.
I’m highly allergic to mold spores. When I excitedly opened the shipment box, I was overcome by an allergic reaction and disgusted by the condition of my order. Not only was there mold on the stems, roots & thorns, but also mold growing & floating in the watery condensate drops inside the plastic bag the rose bushes were ‘stuffed’ in.
Upon receipt of my order, May 10, 2024, I took photo’s & sent them to J & P Customer Service on May 12, 2024. After no initial response, I re-sent e-mail on May 16, 2024 & received a response that day.
Here is the instruction I received:
“The roses has surface mold due to transit however the mold will easily wipe off as they have green canes so they are still viable. If you would like to return the order, it will be at your cost as we do not provide return labels. The warranty is 90 days upon receipt and we will gladly make any adjustment if the roses are planted and no progress in growth.”
That response states mold will easily wipe off, which sounds simple. It is not! There are thorns, branches & roots involved, also moldy. There’s no-way to remove that much mold.
I did not agree to purchase moldy plants & deal with the consequences on my own time & at my expense, plant them in my currently disease/mold free landscape, wait 90 days and ‘see what happens.’ That is an unacceptable risk and not a solution!
I’m extremely disappointed with this order experience. I received products that, through no fault of my own, arrived in a poor condition and not as advertised or expected.
Any resolution offered, to remediate the defective merchandise I was sent, is expected to be at the Customers time and expense.
J&P accepts no responsibility for shipping a diseased product.Business Response
Date: 05/17/2024
We sincerely apologize for the issues you have encountered. We are issuing a refund, as requested. Please allow 3-5 business days for processing.Customer Answer
Date: 05/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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:05/06/2024
Type: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 tried to order a ******* on 4/13 I did not receive a confirmation email so no order went through.i tried ordering again on 4/15. This time an email was received. I received via delivery two ******** on seperate days. As far as I know only one biodome was ordered. When I first contacted park seed they agreed that I had only ordered one and would not be billed twice. My credit card bill has two ******** charged to me. Park seed has since changed their toon to say I ordered two. As far as I knew I had ordered one. I would not have ordered another one a few days later.Business Response
Date: 05/06/2024
We sincerely apologize for the issues you have encountered. We are issuing a refund. Please allow 3-5 business days for processing.Initial Complaint
Date:02/21/2024
Type: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 some things with a **** gift card on Feb 16th it processed just fine online, even shows their payment pending on my card. I get a call from them on Feb 19 days saying it won't process and they need another form of payment. After back and forth (They said I have to register an address for my card but my card doesn't require that, it went through just fine, anyway...) I asked that they just cancel the whole order and refund my money. I then received an email message that they already shipped it (without payment apparently?) so I should write return to sender on it and send it back. I did that and they still haven't removed the pending payment on my card, so I still can't use my card! Side note- The original order should have only been for 98.57 so they also overcharged my card.Business Response
Date: 02/26/2024
We apologize for the confusion and miscommunication. It appears that there was some discrepancy between our system and the prepaid credit card vendor. In addition, thank you for sharing the difference in tax quoted and charged for your order. While final tax amounts are finalized when an order is shipped and order confirmations can only provide an estimate, the difference that you experienced is too large to be acceptable and we have engaged our IT system to fix. In light of all this, we are refunding your order in total.Customer Answer
Date: 02/27/2024
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.
As of Tues Feb 27th a refund has not been issued. I don't have any reason to believe they are issuing that refund as of now.
Regards,
***** ***********Business Response
Date: 02/27/2024
Our systems show that the refund was sent back to the original method of payment on 02/26/2024 at 03:46 PM EST
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