Complaint Plants arrive damaged due to improper packaging. This is an email that I sent and 2 business days later I still have NO response. Will never order from again:
I received my plants today and I was so excited to put them in my beds. However, much to my dismay the condition of the plants was appalling. Here is what I found:
Box in excellent condition, top 6" filled with shredded paper. This is where the care of packaging stopped. There was nothing at the bottom of the box to cushion the plants and nothing in between the plants. The plants were thrown in the bottom of the box, on their side, on top of each other. EVERY single one of the plant containers was crushed. This prevented being able to extract (what was left of) the plants from their container with the entire root ball/dirt intact. 90% of the plants were broken and bent. One of the plants had only 1 leaf and another had no leaves, only a stick. I have no idea if these plants will survive & I had no idea which was the "good side" as there was no good side. To charge 9.95 each and have them arrive in this horrible condition is, at the very least, not the way to give a good first impression. If a nursery had plants in these conditions they wouldn't be able to sell them for more than $1-2. I have a gardening board on Pinterest as well as many friends that I garden with. We share our experiences, good and bad, and are always looking for new resources for plants and supplies.
The fact that once you charged my credit card meant that the plants were my property and I expected them to be taken care of. All other nurseries that I have ordered from took care in making sure their plants arrived in pristine condition - full, blooming, and properly packaged/protected (and I paid no more for them than from your nursery). Right now, these plants look like carefully placed weeds in my bed; they certainly don't resemble anything that anybody would purposely plant.
Please let me know what compensation that I can expect to receive. I can send a multitude of pictures for your reference if necessary. I look forward to hearing from you.
Desired Settlement I believe that I should receive a refund of at least $200. The plants' condition was worth $1-2 at best. I should not have to pay for shipping/handling because the lack of proper "handling" is the reason for the horrible condition of the plants.
Business Response Ms. ******* received a full refund on October 14th for her purchase even though she had already planted this plant order in her garden. We feel bad that the staff member that Ms. ******* had sent her email to was out of the office on Thursday and Friday unexpectedly on a family emergency. Her emails were not forwarded to other staff members until later in the day on Friday. Due to the urgency of Ms. *******'s situation, a phone call to our office would have been most appropriate. Ms. ******* did not respond to my email from early Saturday morning when I followed up with her. Emails can be a very iffy way to contact at times especially when someone desires resolution immediately. Greenwood Nursery is a family owned and operated nursery business. We want each of our customers to be delighted with their purchases and are here to help make each planting experience a successful one. Being in business for 35 years, we do understand that oversights can happen and do apologize that Ms. *******'s order arrived damaged. It was very disappointing and our shipping department has, also, been reprimanded for the error.
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I received the refund as stated. However, when I tried to call the offices the phone rang several times and then simply stopped. I tried multiple times to call with the same result - no answer/phone stops ringing - so I was unable to leave a message. I also responded to the email that was sent to me with pictures of the damaged items. My phone number was on record with the nursery and they could have called me.
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