Complaints

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have placed an order on February 3, 2022. Order number ***********. I was notified on April 29th that a refund was given back to me because one of the products was not in stock. (Sweet Peppers item #*****). The date I placed the order, they mailed me the Lettuce blend seed tape, which I received). Than the beginning of May, I was notified again that another product wasn’t in stock and they could refund me or replace it with another product that is similar. (Tomato Gurney Girl #*****) At first I agreed to replace it, but called back to see when it was going to be delivered and it was going to be late so I asked for a refund. They said they would refund me, which I NEVER received. While on the phone, I told them about a noticed I received in the mail that day of a shipping charge of $5.99. I couldn’t understand what that was all about because I paid the total amount of order when I placed it. They told me because THEY COULDN’T fulfill my complete order that it brought me below the cost to get the discount on shipping. That was out of my control, do they said to avoid that statement. So I did. A week later, I look into my checking account to balance my books and I noticed they took that $5.99 out of my account with the information they had on file WITHOUT my permission. I tried numerous times to contact them, by phone and email and no respond. All I want is refunded the money from both the canceled order and the $5.99 they took without permission. That’s all I’m asking.

  Business response

  06/06/2022

  *** *******,

  Thank you for your correspondence, I apologize for the miscommunication. The additional charge of $5.99 was not for S/H, it was for the Sweet Million Tomato Plants, You initially paid $33.95 for the entire order and we refunded $22.85 in error back to you for the Sweet Pepper, not allowing for the discount that was given using a portion of the coupon when paid. After the refund, that left a payment of $11.10 which was for the 00 portion of the order that shipped, which was the lettuce seed tape and part of the shipping.

  When the Sweet Million tomato shipped, a coupon discount of $9.00 was applied leaving the balance due of $5.99 which is what was charged when it shipped on 05/24/2022. I have issued a credit back to you for $5.99 since the prior refund amount was an error on our part. The final portion of the order that was cancelled was for the Ruby Monster tomato which was $7.99 and a coupon discount of $7.99 was applied to that so there were no money paid to refund when it was cancelled.

  I have also issued an additional shipping credit of $5.30 back to you since the majority of your items were either cancelled as out of stock or cancelled at your request. Please allow 3-5 business days for the $5.99 & $5.30 refunds to process back to you. I have included screen shots of your account and order with explanations for each for you as well.

  Sincerely,

  Kim J*****
  Gurney's

  Customer response

  06/07/2022

  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

  05/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 19, I placed an order, (***********, for seeds. On May 17, I contacted the company to inquire about the delay in receiving my order which was gardening seeds. I explained that our growing season was fairly short and explained that I purchased alternative seeds and all were planted and made a request to cancel the order. I got a shipping notice however it was a "label created" notice and the order still had not physically shipped. I offered to return the order should it ever arrive. The order arrive on May 20, 2022. It remains unopened. I received a follow-up email stating the company does not offer refunds but offered a "Replacement Certificate" in the amount of $31.71, (no plants in order), instead of my refund request. I feel the customer service experience with this company was so poor, I have no intention to order from this company again. The order remains unopened and am willing to return for a refund.

  Business response

  05/29/2022

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

  Thank you for your correspondence. Your order for Sunflower seeds was placed on 04/20/2022 and shipped out on 05/11/2022. We did honor our guarantee as stated online giving you a merchandise credit in the amount of $31.71, the reference number is *********. This certificate does not expire and can be used on anything sold on our Gurney's website.

  Gurney's No Risk Guarantee: We want you to be satisfied. If you're not happy with one of our products, we'll replace it or provide a merchandise credit for the full amount of your purchase price. All nursery stock, trees, plants, seeds and merchandise are guaranteed for one full year.

  Sincerely,

  Kim J*****
  Gurney's

  Customer response

  05/29/2022

  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.
  
  Regards,
  
  *** ********

  Absolutely no-one should be prohibited from obtaining a refund rather than be forced to purchase additional merchandise from a merchant who did not meet customary expectations. Despite asking for a refund numerous times, it took one month to receive the order.  It is not the industry standard.  So much for "Hoosier Hospitality" Social media may really be a better option to address my issue.

  Thanks to the BBB and merchant for addressing my complaint.

   

  *** ********

  Business response

  06/06/2022

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

  Thank you for your correspondence, as we stated earlier, we do offer the guarantee of a merchandise credit or reshipment. Since you do not want to place any additional orders with our company, I have cancelled the replacement certificate and issued a credit back to PayPal, please allow 3-5 days for processing. I have removed you from our email and mailing lists.

  Sincerely,

  Kim J*****
  Gurney's

  Customer response

  06/07/2022

  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

  05/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 3/1/2022 for multiple items. Most have not shipped and it's getting past the planting season. Calling Gurneys is no help, they do not listen to what you are saying and just repeat that they will rush the order and give you a new delivery date. The shipping date has sipped from March, to April, to May and now is June. This is unacceptable. I would like a refund for the parts of the order not shipped. The order number is ***********. These are the items that didn't ship. * ***** OH MY! [R] GRAPE U.S. PATENT *** ******* ***************** * ***** CHERRY DWARF JULIET TM 03/10/22-03/24/22 * ***** ***** ********** [R] 03/10/22-03/24/22

  Business response

  05/26/2022

  Mr. ********

  Thank you for your correspondence, your order was cancelled as requested through our website on 05/26/2022 and a refund was processed back to your card. Please allow 3 -5 business days for processing.

  Sincerely,

  Kim J
  Gurney's

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on 3/7/22 for a small peach tree, 2 different bare root blackberries and 2 different raspberries. The two blackberries arrived in late March as expected and were planted immediately, they are doing well. The peach tree arrived mid March, was planted the day it arrived and still shows no signs of life. I have requested a refund for this dead plant but was told "we cannot give you a confirmation number" to confirm this has been done on Gurney's end. Both the raspberry bushes were supposed to arrive in early April, but neither has been received. I got an email yesterday cancelling my order due to Out of Stock. By then, the other raspberry plant was then rescheduled for early June delivery. I cancelled that as I expected it to be delayed as well. While on the phone, I asked why I was not receiving a prorated credit for my shipping, and didn't receive a straight answer. I asked to speak with a supervisor and told "we cannot do that". They claimed to make a note in my account for a supervisor to call me back, this never occurred. Now, every time I try to call customer service, the phone is answered and I can hear people working in the background but no one ever answers me. Not only does the company sell orders they are unable to fulfill, they attempt to return less money than I am owed.

  Business response

  05/18/2022

  *** *******,

  Thank you for your correspondence, I apologize for the Raspberries being out of stock. The shipping was refunded in full when the Peach Tree credit was issued, I have attached screenshots from your account showing the refund amounts and dates they were refunded. Please allow 3 - 5 business for processing back to your account.

  Sincerely,

  Kim J.
  Gurney's

  Customer response

  05/18/2022

  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

  05/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on 4/18/22. I logged on today (5/13/22) to check the status of my order, and the majority of the items I purchased no longer show on my account anywhere. I was not notified of any changes to my order and I have not received a refund for any items if they have been canceled. This is an incredibly shady way to do business, and I am incredibly upset about this. Luckily, I kept my confirmation email, so I have proof that I ordered the items that are gone from my account. This was my first attempt at purchasing plants for my very first home, and I am beyond disappointed in Gurney's way of doing business.

  Business response

  05/16/2022

  Ms. ********,

  Thank you for your correspondence, I apologize for the miscommunication. The Sugar Mable and Maximillian Sunflower were not available and removed from your order and refunded $53.38 back to your Mastercard ending in 8185 on 05/11/2022. Your Mock Orange is currently on back order and we should receive it mid June and will ship it as soon as it arrives. I have included screenshots showing items that were out of stock and refund information.

  Sincerely,

  Kim J.
  Gurney's

  Customer response

  05/16/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********.

  From what I can see, it appears Gurney's is intending to refund me for the amount I paid toward the items which seem to be canceled from my original order.
  
  If this is correct, I find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********
  

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/13/22 i placed an order for 5 items including peach flat wonder tree. The order total was $117.95 with additional $21.99 shipping. Since i ordered over 100$, i received a discount coupon of $50. My account clearly states that I live in USDA Zone 5b. On 2/21/22, i rec'd a shipping confirmation that my peach tree was being shipped. On 2/24/22, i sent Gurney's an email with the concern that my ground was still frozen & I would not be able to plant the tree until late April. I also asked if the shipment could be postponed. Gurney's apologized that the item was shipped early & provided some plant holding info. The email stated that they would be able to provide a replacement or merchandise credit. I rec'd the tree sometime in 1st week of March & as per their instructions, I held the tree in my cool basement in the same packaging it was sent & routinely misted the roots. In around 2nd week of April, when my ground was thawed, I planted the tree. I sent Gurney's an email with addi concern that the plant & the root ball did not look healthy after being held for almost a month. On 4/29/22, i sent another email expressing my concern that the tree looked dead. I did their recommended scratch test as well & sent them photos. Requested them to send me a replacement asap or issue me a refund so I did not miss another season. On 5/2/22, I Gurney's emailed that they were not able to send me a replacement tree & that they would be issuing me a Gurney's merchandise credit of $26.50 to be used in future Gurney's purchase. I emailed them that I had purchased items from Gurney's for 15 plus yr & when previously delivered items did not meet expectations such as dead goji berry plant, I had not filed a complaint. The way they handled this issue was not fair. The original cost of the peach tree was $52.99 plus shipping fee. I dont understand how a $26.50 merchandise credit was a sufficient replacement. I emailed but no further response.

  Business response

  05/11/2022

  Dear **** *******,

  Thank you for your correspondence, I reviewed your account and see that $26.50 is what the actual cost to you after the coupon was deducted. I'm sorry it was not available for reshipment. As a one time courtesy, I cancelled the merchandise credit and issued a refund in the amount of $26.50 back to your card. Please allow 3 - 5 business days for processing. We are unable to refund more than what was actually paid for the peach tree. I am including screen shots showing the amount and the coupon discount that was applied toward the purchase of the tree. I have also issued a $7.00 refund for part of your S/H, you will see two credits back to your card.

  I am sorry for the miscommunication. If you place an order online, you can add a note letting us know you would like to wait until (Example: Mid-April) to ship and that should help avoid early shipments.

  Sincerely,

  Kim J.
  Gurney's

   

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased plants from Gurney in December 2021. The promised ship date for most of the plants was Feb 2022. On April 2022 I asked for a refund because only tomatoes seeds arrived. I received a refund but it was less the shipping fee of 24.99. I want the shipping fee to be prorated and I received a partial refund. The tomatoes seeds was a small package and I am requesting 20.00 dollars back for remaining shipping fee for refunded items. I called several times and EACH time I requested a refund of the shipping fee I was placed on hold for over an hour and ended up hanging up and the wait time to speak to a representative was less than 5 minutes. It’s dishonest to change 24.99 for shipping a pack of tomato seeds.

  Business response

  05/03/2022

  Ms. ****,

  Thank you for your correspondence, I apologize for the issues you experienced in getting a partial refund of your shipping, that is never our intent. I have issued a refund for $24.99, the reference number is 7219382CM. Please allow 3 - 5 business days for it to process back to your card.

  Sincerely,

  Kim J
  Gurney's

  Customer response

  05/06/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Martia R
  

• Initial Complaint

  04/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  First issue was they didn’t have my item marked back orders until I ordered it. I also ordered some fertilizer they charged my credit card for both items right away. Then they shipped the fertilizer without the tree and when I called they said they had no arrangements to ship it back. I was going to cancel the order but couldn’t. Next after I complained to them several times because they kept changing the estimated shipping date the changed it to available for shipment and still kept changing the ship date. Lastly when I finally got the tree that was advertised as 2to4 feet tall it is less than 2 feet tall. This company is a bad company to deal with.

  Business response

  04/11/2022

  *** *******,

  Thank you for your correspondence, I apologize over the confusion over the height of the trees. the 2 - 4 feet goes from the roots to the tip of the tree and I am including a picture from the website showing how it is shipped.

  All orders are charged at the time the order is placed, and the shipping dates are estimated. All of our products are guaranteed. I see that a credit was issued back to you for your shipping on 03/29/2022. I have issued a credit for the fertilizer that shipped out on 02/17/2022, the reference number is *******, please allow 3 -5 days for the credit to process back to you. If you have any issues with your Granny Smith Apple tree, please reach out to your customer service team and we will issue a credit or reshipment.

  Sincerely,

  Kim J.
  Gurney's

   

   

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last growing season I received an entire large order of plants that were dead. These were ordered on 1/8/21. It took over a month to make contact with the company and no replacement was offered until 4/27/21. I was promised a replacement for the dead plants and was sent a small replacement voucher and was verbally promised replacements for the plants the next growing season. I contacted gurneys today in an attempt to get the replacement plants. The man I spoke to refused to replace any of the other plants and would not honor the small certificate offered without an inordinate shipping cost. I feel like the company was intentionally misleading when I spent months in contact with them last year AND when I made repeat contact with them today. It is not fair for a company to mislead customers (with such things as a guaranteed live plant or replacement policy). I grow produce to feed my family and my community. I can to ensure that myself and my neighbors can eat fresh food all year. Last year I spent $76.77 that provided no yield from a company with a guaranteed live or replacement policy. I have the entirety of the email conversations saved from the previous year but nothing other than my phone log to show I made contact today.

  Business response

  03/20/2022

  Ms. ***,

  Thank you for your correspondence, I apologize for the miscommunication. I located your order placed on 01/08/2021which included vegetable seeds and vegetable plants. I have issued a reshipment of the vegetable plants that were ordered, the estimated shipping dates are 04/21/2022 - 05/05/2022 and your replacement order number is ***********. You still have your replacement certificate that was issued on 04/27/2021, you can use that on a future order and it can be used on our website or by calling or mailing in a future order. 

  Sincerely,

  Kim J
  Gurney's

  Customer response

  03/20/2022

  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,
  
  
  Samantha ***
  
  

*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. ↩