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:02/24/2023

  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.

  I ordered tulip bulbs on February 17 they shipped out, I was double charged the company said it was my fault. I am now seeing on February 24 the bulbs have been in transit sent to *********** ******** twice and are now in *************** no where near my house. When I called company they said that was my problem after the bu,bs leave them they are not responsible.

  

  Business Response

  Date: 02/24/2023

  Hello!

  Thank you so much for reaching out to us regarding your recent orders.  After reviewing you account, we do show that 2 orders had been placed online, both on 2/17/23 at which time our company did send 2 confirmation emails to you indicating the two orders were placed.  The first order placed was partially shipped on 2/20/23 and is currently in route.  Tracking indicates it is currently in Jaspar AR and being transferred to your local post office to complete delivery. The remaining items on the order are part of our Spring pre-order sale and will be shipping in Spring when it is appropriate to plant in your area.  The second order was cancelled on 2/20/23 before it had shipped and a full refund of $65.55 was issued back to the original form of payment used when the order was placed.  Your previous communication indicated you did receive the refund but you want our company to be responsible for the overdraft fees accumulated on your account.  Unfortunately we are not liable to refund any overdraft fees since both orders were placed by you online and confirmation emails for both were immediately sent out letting you know the orders were placed.  Our website does not duplicate orders or overcharge on orders placed, the customer does need to verify all billing and payment information for any orders to be placed.  Again, we have issued you a full refund for the amount paid for the second order you had placed online but we are not liable to pay any overdraft fees you had acquired.

  Thank you.

• Initial Complaint

  Date:02/02/2023

  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.

  we orders tulip bulbs they sent it out and give us tracking number a week later the tracking said it delivered but to different address and different zipcode. Called the company they said buyer have to call the shipping company and file a claim. how does it happen they the one who created the label and shipped it out they should file the claim with the shipping company not the buyer. They stated that their policies and end of the story I'm the buyer can't claim anything with the shipping company.this is not how the business should treat customer the way they did and what their policies is wrong and illegal.

  

  Business Response

  Date: 02/17/2023

  Thank you so much for reaching out to us.  After reviewing your order and your previous communication, we do show that your order was delivered to a ** Box via ****.  The physical address on your order shows one zip code but the *********** the ** Box the package was delivered to has a different ** Box.  Below is the tracking information found on the link we provided when the package shipped:

  Tracking Number:
  92612999951687541402523449
  Copy Add to Informed Delivery
  Latest Update
  Your item has been delivered and is available at a ** Box at 10:56 am on February 2, 2023 in *********, ** 33569.

  Per our Grow Guarantee found on our website, if a package is delivered and we do have proof of delivery from the carrier, we do recommend the customer contact the carrier for more information or to file a claim.  Once the claim is filed, if the package was deemed lost or misdelivered by the carrier, we will be notified and be able to find a solution for you at that time.  Below is the portion of our Grow Guarantee with our shipping and delivery policies:

  Tracking information is sent by email to all customers when each package is shipped. If a package does not arrive but shows proof of delivery, it is the customers responsibility to reach out to the carrier for more information or to file a claim.

  Again, since the tracking information does show proof of delivery, you will need to contact **** for more information regarding the ** Box it was delivered to.

  Thank you!

• Initial Complaint

  Date:12/18/2022

  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.

  On NV8, 2022 I placed an order totaling $45.92 and checked back in a day or two to see if the bulbs would be sent this fall or in the spring and was told my card declined the payment. I use a debit card for all online purchases and checked my account. The money was paid when the card received the order. Contacted the vendor and was told I needed to send a copy of my statement. Statements for Green *** come out on the 3rd of the month so I waited and when it was posted online, I sent a copy to the vendor and was told at that time, they would have to investigate. Already 2 weeks with nothing from Tulip World. Their service is terrible and I told them in NV that they needed to investigate which they refused to do. They make you feel like a liar and I also feel that they are scammers. DO NOT BUY FROM THEM!!!!!

  Customer Answer

  Date: 01/02/2023

  [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. 

  The company refunded my money just last week.

  
  

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

  
  

• Initial Complaint

  Date:12/09/2022

  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 purchased 6 root systems for Siberian Iris "Painted Woman" from Tulip World. They were on sale at a discount, but I had to pay shipping. I was very careful to follow all their procedures to get the roots to sprout, but they did not. They sent me dead roots, and I asked them to replace them with living roots when they became available the next season. They told me they would only give me store credit for the price of the roots, but the shipping was on my own. It seems to me that they have a system where they ship out all their dead material at no cost to them, and in return get money that can only be used for future purchases. If this is not illegal, it is certainly immoral.

  

  Business Response

  Date: 01/25/2023

  Hello!

  Thank you so much for reaching out to us regarding your Clearance order from Summer 2021.  I'm sorry to hear the items failed to grow for you.  Per our Grow Guarantee on our website and also found on the back of your packing slip, if items purchased on Clearance fail to grow, we do only offer a Store Credit.  Since they were purchased at the end of the season, we still do offer the Guarantee as there is plenty of time for them to sprout, but since they are at the end of the season, we do not offer replacements the following season, just the credit in the amount you purchased the item for.  I do see one of our representatives did reach out to you on 9/29/22 with the notification that you received a store credit for the Iris that failed to grow.  Within that email there is also a free shipping coupon code that you are able to use on a future purchase.  We do offer free shipping coupon codes with our store credits issued for items that fail to grow and I do see that was the case for your order.  I will forward you the email again so you have that code to use when you make your next purchase.

  Thank you again and please let us know if you need any further assistance!

  Customer Answer

  Date: 01/25/2023

  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, details of the offer I reviewed appear below.
  
  I responded to their email with the following:

  No thank you.  You can refund my entire order including shipping, or you can replace the defective roots.  Anything else is irresponsible. 
  ***********************
  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 01/26/2023

  Thank you for getting back to us.  As mentioned in my previous message, we offer a merchandise credit for items that fail to grow if they are purchased on Clearance, we offer a merchandise/store credit only.  If the items arrived in viable condition and were planted, there are many factors outside of our control that *** have caused the items to fail to grow.  If items arrive in poor condition, our Grow Guarantee also states that we need images sent to our email within 5 days of delivery.  Since we didn't receive notification the items were in poor condition and they were planted, we cannot offer a refund, again, since the failure to grow was not due to viability but something out of our control.  When items are purchased on Clearance for our end of season sale, we still do offer a Grow Guarantee that they will sprout but we are not able to offer replacements when fresh product comes in the following year.  Below I have the portions of our Grow Guarantee that explain our Clearance policy and our refund policy. The Grow Guarantee is available for you to view at anytime on our website and also on the back of your packing slip:

   

  All customer comments regarding our products should be directed to our *************************** either by way of telephone ***************) or email (*******************************) within the first growing season*. If you are concerned with the condition of the bulbs, roots, or plant starts upon delivery, the *************************** must be contacted within 5 business days of the received shipping date according to *** records in order for us to accurately and efficiently handle the situation. We do not guarantee storing our bulbs for any period of time outside of the planting season in which you receive them. For this reason, we cannot be held liable for any products stored or not planted upon arrival.

   

  Clearance Items: If any item is purchased on a clearance sale (less than 50% of the regular retail price of the item) and fails to grow within the first growing season*, a merchandise credit will be issued for the amount paid for that particular item. This merchandise credit will be applied to the customer's account and can be used towards any future purchase. No replacements or refunds will be given for clearance items.

   

  Refunds: Refunds will only be given for products directly returned to our facility. If any product fails to grow and a customer desires a refund instead of a replacement or merchandise credit, these items (or an agreed upon portion of these items) must be returned to our ***************************. As previously stated, if items are determined to have failed as a result of our error once received, any shipping charges incurred will be refunded to the customer. Refunds will be applied in the same method as original payment was received.

   

  Again, we did issue you the merchandise credit along with a free shipping coupon as laid out in our Grow Guarantee.  Snice we did follow the policies and procedures laid out in the Guarantee, we are not able to issue a refund at this point.

  Thank you.

  Customer Answer

  Date: 01/26/2023

  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, details of the offer I reviewed appear below.
  
  I have performed all the requirements to receive replacements or full refund.  I performed my end of the requirements, you need to perform yours.  Additionally, I believe it is illegal or immoral business practice to send dead plants where only store credit is available for issues.  This business needs to see the entire email thread to see how I did everything I was asked.

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

  

  Business Response

  Date: 01/27/2023

  Hello!

  Thank you again for reaching out to us!  You do state that you met all the requirements to receive a full refund or replacement.  As mentioned in my previous response, to receive a refund, items need to be returned to our facility within 10 days of them being delivered.  The items were not returned to us so a refund is not an option.  Also, I did indicate and provide the portion of our Grow Guarantee that states all Clearance items that fail to grow are subject to a merchandise/store credit, not a replacement or refund.  Below are the excerpts again from our Grow Guarantee on our website and also on the back of your packing slips letting you know that a store credit is the option we can provide to you since the items were not returned and were purchased on Clearance.  

  Clearance Items
  If any item is purchased on a clearance sale (less than 50% of the regular retail price of the item) and fails to grow within the first growing season*, a merchandise credit will be issued for the amount paid for that particular item. This merchandise credit will be applied to the customer's account and can be used towards any future purchase. No replacements or refunds will be given for clearance items.

  Refunds
  Refunds will only be given for products directly returned to our facility. If any product fails to grow and a customer desires a refund instead of a replacement or merchandise credit, these items (or an agreed upon portion of these items) must be returned to our **************************** As previously stated, if items are determined to have failed as a result of our error once received, any shipping charges incurred will be refunded to the customer. Refunds will be applied in the same method as original payment was received.

  Again, our policy does state that a merchandise credit is issued if items fail to grow that were purchased on Clearance.  A credit and free shipping coupon have already been applied to your account per our Grow Guarantee and the previous emails we have sent to you regarding this situation.  As indicated in previous communication, a refund or replacements are not an option as laid out in our Grow Guarantee.

  You can view our Grow Guarantee at any time in its entirety right on our website or reference the back of you packing slip.  All resolutions have been taken care of for the Clearance items that failed to grow per the guidelines of our Grow Guarantee.

  Thank you.

  Customer Answer

  Date: 01/27/2023

  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, details of the offer I reviewed appear below.
  
  

  As you can see from my first email, I did contact you and asked what I should do.  You told me to try them for 4 weeks, and you did not ask me to return them.  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 01/31/2023

  Thank you so much for reaching out to us once again.  I do understand that you did send us images within5 days of delivery.  At that time, our bulb expert and degreed horticulturist did view the images and determined the Iris were in great condition and advised you to plant them and allow enough time for them to grow.  We do guarantee items to grow within the first growing season as mentioned in previous communication.  When purchasing an item on Clearance, we do guarantee they are still viable and should be planted upon arrival.  Per the images you provided, they were very healthy.  Unfortunately, once an item is deemed healthy and viable, there are a number of environmental factors that can cause an item to not produce which is why we do not offer refunds since these factors are outside of our control.  These include weather, temperature, humidity, light and soil conditions.  After the 8 weeks you did reach out again and informed us that the item failed to grow.  Since they were purchased on Clearance the option laid out to you in our Grow Guarantee is to issue a merchandise/store credit as mentioned in multiple responses prior.  I have included the full Grow Guarantee previously for you to review or you can check the link at any time on our website.  Below is the email exchanges we had previously regarding the images you sent, our replies and also when we followed our policy of issuing the store credit for the Clearance items that did arrive in viable condition but failed to grow:

  Hi ****,
  
  Thank you for getting back to us.  We apologize the items ordered failed to perform well for you. I have created a merchandise credit in the amount of 15.94.  You will receive a separate email shortly with the merchandise credit code.  The code does not expire and can be used on any item on a future order.  When you are ready to redeem the credit,dont enter it in as a coupon code.  Once you are logged into your account, the credit will show up for you as a payment option on the check out page of our website, please see the instructions below. 
  
  1.            When you are on the secured checkout page of our website, you will need to log into your account if you havent done so already. 
  2.            Complete the billing and shipping information.
  3.            When you scroll down, there will be several payment options.  Select the one that says Gift Certificate. 
  4.            Click on the arrow to the right of Gift Certificate and it will expand the box.  You will see any open/valid credits listed in the drop down menu.
  5.            Select the credit you would like to apply to the order.  Once the credit is selected, click on the yellow + sign to add it as a payment.
  6.            Once the credit is applied, the total will readjust.  At this time you can select another form of payment for any outstanding balance needed. 
  
  As an apology for any inconvenience, here is a one time use free shipping coupon you can use on your next order: TW2022APLGZE. Thank you and please let us know if you have any further questions or concerns.
  
  Thank you!
  
  **************
  
  
  -----Original Message-----
  From: ****************** <******************>
  Sent: Monday, September 26, 2022 7:32 AM
  To: Tulip World <*********************************>
  Subject: RE: Order#: TW-******-TWSpring
  
  Hi,
  There is still no signs of growth and it's been 8 weeks since planting.
  Attached is pictures of the root systems when they arrived.  Should I dig them up now and take more pictures?  What do I do next?
  ***********************
  
  
  -----Original Message-----
  From: Tulip World <*********************************>
  Sent: Friday, July 29, 2022 11:04 AM
  To: ******************
  Subject: RE: Order#: TW-******-TWSpring
  
  Hi ****,
  
  Thank you so much for reaching out regarding your order #******.  You can most definitely plant these items and see if they will produce. We do send everything in a dormant stage, they can take anywhere between 6-8 weeks to show signs of growth.  If there are no changes after this time,please let us know and we would be more than happy to find a solution per our Grow Guarantee.
  Thank you and please do not hesitate to contact us if you have any other questions or concerns.
  
  **************
  
  -----Original Message-----
  From: ****************** <******************>
  Sent: Friday, July 29, 2022 9:02 AM
  To: Tulip World <*********************************>
  Subject: Order#: TW-******-TWSpring
  
  Attn: ***,
  Hi, *** left me a voice mail yesterday about my delivery.  She asked me to unpack and take pictures of the root systems.  Then try to grow them for about 4 weeks.  I will do this.  I will try growing them in moist potting soil in individual 4" pots.  Let me know if this is okay.  If any do not make it, I do not want a refund or credit, I only want this variety of Siberian Iris (Painted Woman.)  Let me know if this is not possible.  I have had difficulty with some of your other Siberian Irises in the past, and I am only getting them because of their color.
  ***********************

  Customer Answer

  Date: 01/31/2023

  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, details of the offer I reviewed appear below.
  
  I nurtured these plants as I have many others in the past.  They just didn't show any signs of life.  Not 1 out of the 6 plants.  As you can see, I have purchased many items from you in the past, and I also have purchased from other suppliers.  This is my worst experience ever, and I am 79 years old, so I have had a lot of experience.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair 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.

  Tried to order Nov 11th, website wasn't working. Called to verify i had not been charged while trying to get website to work properly. They charged me 4 times for 1 purchase. Called again Monday to ask for refund. They say s they have no record of any payment. I sent them a video of me accessing my card site showing the 4 charges. Even called 3 times over 4 days. Not one call was answered and no voice mail was returned. No one is making an attempt to help me get my money back.

  

  Business Response

  Date: 11/17/2022

  Hello,

  Thank you so much for reaching out to us.  I do apologize, we were experiencing a glitch on our website that unfortunately was cancelling orders on our end but charges were still going through.  We did receive your email on Monday with the proof the multiple charges went through and after reaching out through our bank and our payment processing, we did confirm those charges were placed but declined on our end.  We did manually refund those orders earlier today and did also send an email confirmation regarding those refunds.  Please allow 1-2 business days for those refunds to post.  

  We do apologize for the mix up and we are working diligently with our payment processing company to ensure this concern has been addressed and fixed.

  Thank you!

  Customer Answer

  Date: 11/17/2022

  [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:08/18/2022

  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.

  If you are a flower grower or even a gardener that is willing to compromise the quality of your product to save a few cents please reconsider! Tulip World is scamming the public with a product that should have never been offered, to line their pockets. When the initial order of tulips and daffodils were sent several bulbs had already started to rot in route from their company to our farm! They were planted in a careful and timely fashion on not one but two farms 30 miles apart. None or the tulips or daffodils emerged from the ground. We are talking about a $700 order! The blame for all of this is being placed back in our lap from this pitiful company. After FIVE MONTHS and several back-and-forth e-mails Tulip World is now asking for their rotten bulbs back! Never did they mention in the beginning to send their product back. What a waste of time. This is a total SCAM ******!

  

  Business Response

  Date: 08/04/2022

  Thank you so much for reaching out to us.  I do apologize you were not satisfied with your order with our company.  After reviewing your account and previous conversations with our representatives, I see that we have received some images and you were offered the options laid out to you in our Grow Guarantee, either replacements or a store credit.  As laid out in our Grow Guarantee and also communicated through previous emails, we do not offer refunds on items unless they are returned to our facility within 10 days of the items arriving.  Since we send live plant material, there are so many factors that can determine the success of the items, including many that are environmental and not due to the viability or health of the bulbs.  Since these conditions and factors are out of our control, we do not issue refunds for items that fail to grow.  We do understand the soil was tested and all measure were taken on your end as well to allow the best possible environment for the bulbs to succeed but temperatures, snow/rain fall totals over Winter and Spring weather conditions are also big factors that will determine the success of the bulbs growing.  Below are the sections of our Grow Guarantee found on our website and also on the back of your packing slip that indicate the options we offer if items fail to grow for you the first growing season:

  Failure to Grow
  If for any reason a customer is unsatisfied with a product's performance within the first growing season* we encourage the customer to contact our *************************** by one of the methods listed above. Our representatives will then work with the customer in an attempt to discover the reason for this dissatisfaction such as original item condition, planting technique and care, moisture/sunlight amounts, planted location, watering technique, time of planting etc. This investigation will require you to submit of photographs, the unearthing of some of the products planted, and in some cases, the returning of the product back to our warehouse. If the lack of growth is determined to be a result of poor quality control, a replacement will be issued if that particular item is still available. If the item is found to be unavailable, a merchandise credit will be issued for the amount paid for the item as well as any applicable shipping cost paid for that item. Please be aware that Tulip World cannot be held liable for any products which fail to grow as a result of poor care or improper planting technique. This guarantee will also be void if items are grown outside of natural growing conditions or recommendations (such as forcing, etc.)

  Refunds
  Refunds will only be given for products directly returned to our facility. If any product fails to grow and a customer desires a refund instead of a replacement or merchandise credit, these items (or an agreed upon portion of these items) must be returned to our ***************************. As previously stated, if items are determined to have failed as a result of our error once received, any shipping charges incurred will be refunded to the customer. Refunds will be applied in the same method as original payment was received.
  

  We do our very best to provide our customers with all the information they need before making a purchase to ensure they are aware of our policies and also to make sure items being purchased are suitable for their climate and conditions.  Again, we do apologize these items perform well for you this season and would be more than happy to find a solution for you per our 100% Grow Guarantee. Once we receive a reply regarding which option you would like to proceed with, our representatives can resolve this situation for you.

  Thank you.

  

  Business Response

  Date: 08/08/2022

  Thank you so much for reaching out to us.  I do apologize you are not satisfied with your previous order.  As mentioned in previous communication, we do have a 100% Grow Guarantee for items that fail to grow which offers replacements or a merchandise credit in the amount you paid for the items.  We do not offer refunds.  What we sell is a living organism and its success is based on many factors including environmental factors that are beyond our control.  We can control the condition the items arrive in and if they are viable and healthy upon arrival, we are not liable for what may occur after they are planted.  For this reason, we do not offer refunds but replacements or a store credit.  Again,we are happy to find a solution for you based on our Grow Guarantee and would be happy to supply replacements or a merchandise credit for the items that did not perform well.  The guarantee is available on our website at all times before a purchase is made so you can decide if the items and policies are right for you beforehand.  We also have a summary of the Grow Guarantee on the back of all of our packing slips. I have included below the portions of our Grow Guarantee straight from our website.  

  
  Failure to Grow
  If for any reason a customer is unsatisfied with a product's performance within the first growing season* we encourage the customer to contact our *************************** by one of the methods listed above. Our representatives will then work with the customer in an attempt to discover the reason for this dissatisfaction such as original item condition, planting technique and care, moisture/sunlight amounts, planted location, watering technique, time of planting etc. This investigation will require you to submit of photographs, the unearthing of some of the products planted, and in some cases, the returning of the product back to our warehouse. If the lack of growth is determined to be a result of poor quality control, a replacement will be issued if that particular item is still available. If the item is found to be unavailable, a merchandise credit will be issued for the amount paid for the item as well as any applicable shipping cost paid for that item. Please be aware that Tulip World cannot be held liable for any products which fail to grow as a result of poor care or improper planting technique. This guarantee will also be void if items are grown outside of natural growing conditions or recommendations (such as forcing, etc.).
  
  

  Refunds
  Refunds will only be given for products directly returned to our facility. If any product fails to grow and a customer desires a refund instead of a replacement or merchandise credit, these items (or an agreed upon portion of these items) must be returned to our ***************************. As previously stated, if items are determined to have failed as a result of our error once received, any shipping charges incurred will be refunded to the customer. Refunds will be applied in the same method as original payment was received.

  Again, I certainly do apologize if the items failed to grow for you this season and as mentioned in previous email conversations, we are more than happy to try to rectify this for you per the solutions offered in our Grow Guarantee.  

  Thank you again and please reach out to us directly to let us know how you would like to proceed.

  

  Business Response

  Date: 08/19/2022

  Hello,

  Thank you so much for reaching out to us regarding your Fall 2021 Orders.  I certainly do apologize the items failed to grow for you.  Per previous conversations with  you through our online chat, emails and phone calls, we have indicated that we are certainly willing to work with you regarding the items that failed to grow for you this Spring.  As mentioned in those previous conversations, our Grow Guarantee does cover all items that fail to grow within their first growing season.  If an item does fail to grow, we do state in our Grow Guarantee that we offer replacements or a merchandise credit in the amount of the item that failed to be used on any future order.  Our guarantee also states that refunds are only issued if items are returned to us within 10 business days of them being delivered. We do not offer refunds on items that arrive in good condition and are planted due to the number of outside factors outside of our control that determine the success of the bulbs after they are delivered.  This can be anything from planting depth, watering, temperature, soil condition, lighting requirements, etc.  We take pride in shipping out quality, viable product.  If any item does arrive in poor condition, we are happy to find a solution if images our sent to our email within 5 days of them arriving.  I have attached the Grow Guarantee to this response for you to review as well.  This Guarantee is available to all of our customers on our website at any time before or after items are purchased.  It is also printed on the back of all packing slips when orders are shipped.  Again, we do apologize the items didn't grow well for you this season and we have offered to you the options laid out in our Grow Guarantee numerous times which you have refused to accept.  We would be more than happy to send replacements or issue a store credit.  Please let us know what option you would prefer and we would be happy to rectify this situation for you.

  Thank you.