ComplaintsforEastern Leaf, Inc.
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Complaint Details
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Initial Complaint
05/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I would never recommend this nursery to anyone who cares about their plants.I ordered a Bonsai Wisteria, and when it arrived, all the leaves had fallen off, and the bark was shriveled and dry. It looked dead to me. So I contacted the nursery very shortly after the little tree arrived ( within their 30-day warranty). I asked for a replacement tree, and they told me not to worry, that it was in its dormancy stage, and assured me it was still alive. It would sprout in spring. So I followed the instructions for care during dormancy, yet it never sprouted. It looked exactly like it did upon arrival. I did a scratch test on the trunk's bark, and it was totally dry inside with no signs of life.I contacted customer service at **********************, and I was told it was over 30 days and they would not send me a replacement tree. I tried calling several times to explain what happened, that I had requested a new tree within the 30-day warranty period. What I got instead was an offer to help me keep Bonsai trees alive, but they still refused to my little tree. Think carefully before ordering from this nursery.Business response
05/24/2024
We are sorry to hear you are unhappy with your bonsai tree. When you first contacted us with your concerns in November of 2023, we took immediate action and replaced a damaged item in your order. After a thorough evaluation of the bonsai received, we observed normal seasonal growth patterns for this species. We also provided warranty information and encouraged you to reach out with any additional concerns. Replacement eligibility is based on the health evaluation within policy and can not be blanketed. The bonsai is outside of the 30-day warranty period and is not eligible for a replacement or a refund.
Each species requires different conditions and care to thrive, and care will need adjustments per the season and conditions. Each species also has its proper placement, whether indoor or outdoor. Different species will have different seasonal growth patterns; deciduous trees start shedding foliage in the fall in preparation for winter dormancy.
We would be more than happy to discuss your tree with you in further detail and address any additional concerns; please get in touch with our customer service department at **********************************Customer response
05/29/2024
I am rejecting this response because:
When I contacted Eastern Leaf in November 2023 this is a picture of what the little tree looked like. This was very soon after receiving. It was within the 30 day period. It appeared to be dead, not in some seasonal change. I asked for a replacement tree and was told it was probably dormant and would sprout in spring. So I waited until May 2024 and it still didn't sprout. When I notified them it had not sprouted and was just as dry and dead as when I received it, I really thought they would replace the tree for me. I did what they asked. I waited until spring even though I had called when it was originally shipped within the 30 day period. I was really surprised they didn't make good as they advertised. What they offered me was information on how not to kill a Bonsai tree. As if I had killed it. When I got online I saw so many others that were leaving reviews on how they received dead or dying plants and customer service at ********************** didn't help them.
All I am trying to do is make sure others don't make the same mistake I made by ordering from this company. I wish I had seen those other reviews before I ordered. It's obvious they are not going to help me as they really should.
Initial Complaint
05/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My son ordered me a large BONSAI TREE for Christmas of 2022. As soon as i took it out of the box it looked very dry and not healthy. at all...by February of 2023 I was in contact with eastern leaf customer service about issues with my tree not soaking up water, looking dry, and looking like it was dying. They kept telling me my tree was "stressed" and to aerate the dirt and water it more. I followed instructions but my tree still was not doing good.... was in contact with eastern leaf customer service for over a year, sending pictures and at one point they made me do a scratch test... no idea what that was and had to call them. I was emailed the instructions ..did the scratch test and it looked to me like my tree was just about dead... sent them pictures..they insisted my tree will come back and it is not dead. Once again my tree was "stressed"...was told to water it with a whole cup of water every two days..never told that before,,,my tree finally died,,looked over watered to me! I sent them pictures and they finally admitted it was gone! I asked for a replacement tree and they refused saying I only had a 30 day guarantee on my tree..I argued my tree was not healthy when it was sent to me and I have been in contact with them for over a year..They refused to replace my tree! Never saw this guarantee when I received the tree in the mail. **************** was always someone different..one never knew what the other was telling me to do ...tear the leaves off..dont tear the leaves off..finally spoke with a manager recently who was very rude and who refused to replace my tree..I then asked for the number of the company owner ******************* and she said he was not taking any calls...I saw many complaints about eastern leaf here on BBB so I am not the only person whose money they took and then sent them bad trees..i tried so hard to keep my bonsai alive..This company should not be in business if it cant keep their customers happy and their bonsai trees alive!Business response
05/02/2024
This order was for our Flowering Tea Tree; the gift was received on December 14, 2022. Our trees are properly hydrated before shipping, and our packaging is designed to retain water during transit. Each shipment includes care instructions, our policy details, and contact information. We encourage customers and recipients of our products to contact us with any inquiries or issues. If an item is received damaged, missing, or defective, we kindly ask to be notified within seven days of receipt.
The recipient reached out to us beyond the replacement warranty period in February of 2023 with some concerns. We thoroughly assessed and addressed these concerns. The tree displayed a healthy condition, with a full canopy and various stages of foliage growth. Additional care information was provided to the customer, and we remained engaged in addressing her questions over the following year. Regrettably, this order is no longer covered by the warranty and does not qualify for a replacement. Nevertheless, we assured the customer of our commitment to continue assisting her and providing support.Customer response
05/03/2024
I am rejecting this response because:you said nothing I have not already said..did not see any type of info when I got the tree as to the warranty..you have a business..you should want to keep your customers and keep them happy..I was sent an expensive unhealthy bonsai tree and you will not replace it..bottom line..nothing else you can do for me as my tree is dead thanks to you! Will not give you good reviews anywhere on line..was not asking for money, just another tree! No reason why you can not send me one..so sad a company can steal money from people and get away with it!Business response
05/07/2024
We are sorry to hear you are unhappy with your bonsai tree from December 2022. Each species requires different conditions and care to thrive, and care will need adjustments per season and conditions. Unfortunately, this bonsai's warranty expired over a year ago, and it is not eligible for replacement. Our bonsai warranty is for the 1st 30 days from the date of delivery of the applicable bonsai.Customer response
05/07/2024
I am rejecting this response because:I believe this complaint was directed to ************************ company owner)and I do not believe he even read this complaint! He needs to know this company is taking his customers money and not sending them healthy trees...My problems started 2 months after I received this tree..I would like *********** to reply to my complaint..and also his email address..you wont replace my tree because then you would have to replace numerous other trees from other customers that had the same complaint as I did and wrote to the BBB..Im not giving in..you owe me another tree..you told me to water my tree every two days with a cup of water..my tree was over watered if it had any life left at all! I would like a response from Mr.*******************..he would not allow you to treat his customers with such disrespect! A replacement tree is all I want!Initial Complaint
04/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
There has been no correspondence about my missing package. The business has refused my emails and won't return them. The customer service says to wait.Business response
04/17/2024
The customer reached out to us inquiring about their shipment. The shipment status indicated a delivery exception, which stated that the receiver requested to reschedule the delivery. As soon as we were notified of the delivery exception, we worked with the carrier to resolve the issue and ensure the shipment was delivered. We provided regular updates to the customer as we received them from the carrier. Today, we received confirmation that the package was delivered successfully.Initial Complaint
03/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I contacted the established business before Xmas to purchase an ************ tree for my brother for a Xmas gift. I spent what I felt was a lot of money on this Bonsai. I justified it because help and guidance could be given to my brother on his new passion . The tree came with a little book and a tool as well.It came for a Xmas gift and it did not look robust however couple of weeks passed my brother called and did not here back from the business, Sent pictures and did not here back from them.My brother did not want me to know things were not good and finally had to tell me because no follow up on this, he did not want any part of this. I had to get involved and contacted a different company by mistake I forgot their name. I have been on a lot of meds health issues and memory not good .Any way got hold of the company spoke to a nice lady who explained it needed to be watered and you need to rake it with a fork carefully and call back in two weeks. The Olive **** was a little better I asked for a replacement but went along with the idea of another couple of weeks.The big thing with this company they don't do the right thing , they should of credited my charge and taken this back. I Just spoke with the manager today and she apologized but would not take it back and credit this after so many details. Enough is enough pictures emails phone calls they run you through the wringer. I am out the money responsible for the tree my brother wants nothing to do with a company like this. They have alot more negative reviews piling up!Save others from being taken advantage of from this company!Business response
03/18/2024
We regret to learn that the buyer is dissatisfied with our products and services. We strive to offer each customer and recipient of our products with care information, warranty information, and contact details if questions arise.
The buyer of this present reached out to us in February expressing concerns about the gift received in December. The buyer mentioned that the recipient tried to reach out to us. We asked them to forward the email. The forwarded email chain from the recipient confirmed that the emails were not directed to our company.
The bonsai was examined, and we addressed the concerns; the tree was found to be in good health. We provided additional care instructions and encouraged them to reach out to us with any further inquiries or issues. We maintained communication with the customer and offered assistance, even though the bonsai was outside of warranty when we were contacted.Initial Complaint
12/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Received a Ficus Bonsai plant as a gift - ordered from Eastern Leaf in *****, **. The bonsai looks nothing like the photo (not even close), has sparse foliage, some have yellow spots. The leaves are thick and like cardboard. There is white spotting over all the leaves, which I was told was from *********** hard water. I called the company immediately and asked to speak to customer service. I was given an email and told that customer service has no phones. I attached a number of pictures to the email. I received an email back informing me that the pictures had been reviewed and that the plant was healthy. There was a customer service phone number attached to the email, so I called. I was basically given the company line. I asked for a replacement tree (30 day guarantee) and was told that was only for dying trees. My communications with Eastern Leaf have been non-productive and it is apparent that they do not stand by their product.Business response
01/02/2024
The recipient of this gift contacted us upon receipt of the delivery. The photos of the concerns were evaluated and promptly addressed on the same day. We provided the recipient with their options, additional details, care, maintenance, and warranty information. We also advised them to contact us with any additional concerns to take advantage of our warranty if the bonsai starts to decline per the warranty.Customer response
01/04/2024
I am rejecting this response because:
Their warranty states that I have 30 days in which to request a replacement plant, so if your prized tree doesnt agree with you within 30 days well send one replacement plant to you for free.
I was told when I called to discuss the condition of the tree upon arrival, to check back closer to the 30 day mark. I asked to speak with customer service. I was told they didnt have phones (that is a lie as I was able to connect with them on my 2nd call).
The tree that I pulled out of the box does not even come close to resembling the tree in the catalog. It certainly is not my prized tree. I was told to take care of it and that it was probably in shock and would recover within the 30 day window. Since that phone call the tree has dropped more of its scant leaves.
I simply want a replacement tree per their warranty. I would be happy to return the tree I have (still have all the packaging) at Eastern Leafs cost.Business response
01/08/2024
During our evaluation, we advised the recipient to contact us with any additional concerns to take advantage of our warranty if the bonsai starts to decline per the warranty. We have not received any additional claims repotting any additional concerns for reevaluation for replacement eligibility. Our replacement policy covers declining plants; it does not cover seasonal growth patterns.Customer response
01/10/2024
I am rejecting this response because:
Hi *****,
It is obvious to me that Eastern Leaf will continue to post the same words in regards to this matter. I will no longer pursue this matter as it is obvious to me that ELs lcustomer service is lacking. I strongly believe that should the ficus decline, they would find some other reason to deny their warranty. My claim was not just about the condition of my plant, it was also about their total misrepresentation of the product in their catalog. The catalog shows a lush, full leafed tree. People purchase mail order items based on their representation on line and/or in the catalog. What is shown in the catalog bears no resemblance (except for the trunk) to the plant I received:
Item received:
Catalog (on-line) representation:
I still hold my claim as valid, however I will no longer deal with Eastern Leaf. I will be informing my daughter (who ordered this item on line and lives locally to the company) in regards to the lack of customer service from **********************.
Sincerely,
***********************
**************, **Initial Complaint
06/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 02/21/2023 I ordered a Golden Gat bonsai from Eastern Leaf. It came with no lower branches, infested with insects, root rot that smelled like rotten eggs and it would not grow. I sent their experts pictures of it and they told me that the tree is fine and just going through adjustment and cycles. Those branches were dead so the tree is bug food and possibly infected my other treesBusiness response
06/26/2023
Upon receiving the order, the customer contacted us regarding some concerns. Our bonsai specialist and horticulturists evaluated and addressed these concerns. The bonsai was healthy at the time of evaluation; this was exhibited in the trunk and foliage of the tree.
We provide the customer with in-depth information on what to expect, care/maintenance, and warranty information. We advised the customer to contact us with any additional questions or concerns. Unfortunately, the customer never contacted us further after our initial correspondence. If we are not aware of any issues, we are not able to assist.Customer response
06/26/2023
I am rejecting this response because:
Their statement is not entirely true. The plant was sick as the picture showed and I waited for it to recover and it never did.Business response
06/27/2023
The customer contacted us upon receipt of the order with some concerns. Our in-house bonsai specialist and horticulturist evaluated the Bonsai; it was healthy. We addressed the customers' concerns raised; the normal mild transit foliage rotation and beneficial soil worms contributing to soil health.
The customer never indicated any odors or dissatisfaction with styling. Unfortunately, we can only address concerns that are made known to us. We also advised the customer to monitor the Bonsai and contact us with any questions or concerns.
We provide our customers with warranty and policy information, on the back of the packing slip included with the order, on our online store, and in our catalog. This order has surpassed all warranties.
We reminded the customer of the warranty information and encouraged them to contact us with any questions or concerns so they could take advantage of our warranty if applicable. We never received any further correspondence.Initial Complaint
06/13/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Eastern Leaf customers- I would not recommend ordering from here! Ordered a “bonsai” tree for a gift for my husband. Received a sad dying tree that in no way looked like the tree I thought I would get. Reached out to customer support and they asked for photos. Sent them pics and received a canned response letting me know they would not provide a shipping label and return shipping would be on me. $75 later I got rid of the miserable thing but needless to say I will never order from this company again. Photo below of what I ordered and then what I actually received. Do yourself a favor and buy from a local nursery!!! Would like a refund for my shipping costs of return.Business response
06/14/2023
Upon receiving the order, the customer contacted us requesting to process a return. They were unhappy with the bonsai's styling and growth patterns. The Grand Chinese Elm Bonsai is a deciduous species; the amount of foliage will vary with the seasons. We reviewed what was received to confirm the product's health. We promptly got back to the customer with the requested information regarding making a return. We accept returns for any reason within policy.Initial Complaint
12/28/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased a bonsai tree for a Christmas present. It arrived dead. I called the company and emailed them with pictures on the same day it arrived. Just as in all the other complaints they said it must have died during shipment. They couldn’t send a replacement before Christmas so I asked for a refund. They will not refund the full price with shipping. They are refusing and making me pay their shipping costs to ship me a dead plant. Yes, I’m serious. The emails from them were numerous repeating the same patent answers and no resolution other than for me to take a loss or wait until Spring for shipping. In other words they want to keep my money for 6 months with no product. I eventually had to tell even them to stop contacting me because it felt like harassment, all they would do was copy and paste the same paragraph and re-email. They are accepting no responsibility for shipping me a dead plant( just as it seems with all the previous complaints). And want me to cover the cost of them shipping a dead plant. All I asked for was a full refund or an alive plant. This company isn’t honorable or ethical in its practice. Will attempt to dispute the credit card charges at this point if I don’t receive a full refund. I am not paying for the to ship me a dead plant. Buyer beware. Their plants arrive dead and not like their website or pictures promise.Business response
01/03/2023
The customer contacted us upon receipt of the order with concerns. We addressed the concerns and authorized a replacement. Due to the circumstances, we offered multiple replacement options. The customer failed to communicate when they would like the authorized replacement shipped.
After multiple failed attempts to secure this information from the customer, we issued a refund for the authorized replacement product's purchase price. Per our policy, items must be returned to us to qualify for a refund; the additional item(s) in the order are not eligible for a refund unless returned. Shipping and handling fees are non-refundable.
Initial Complaint
03/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Details: Order ******. According to their system, this order was placed on Monday, 11/29/21 and shipped the same week on Thursday, 12/02/21 with the Selected Shipping Method Free Ground Shipping over $100 (2-10 Day).... Agreed Package was held up by FEDEX and delivered on Thursday, 12/16/21... called prior to delivery and after recieving the delivery that the tree was not in good condition. They agreed to replace on both phone calls but to wait and see what happens... The Package was delivered on Thursday, 12/16/21 damaged I was told it is "still within shipping method times". Further comments by the company that says the shipping delay was out of their hands "Please Note, that you are ineligible for any Replacements, refunds, or credits at this time as our 30 day Replacement Policy only covers the 1st 30days after delivery which would 12/16/21-01/16/22. The date were first contacted after delivery was 1/18/22. Totally false, pictures were sent and multiple phone calls... it just so happens the latest was 2 days outside of their return window... but, the phone calls are inside this so called 30 day window.... I called again as of today, to see if they wanted to keep my business but, no go... I would not do business with this company. They are obviously not interested in long term customers.Business response
03/25/2022
The customer placed an order for a Large Trained Rock Juniper through our online store. This tree was covered under our 30 Day Plant Replacement Policy; this policy is available online and printed on the back of the packing slip included with the order.
Initial Complaint
03/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a large chinese elm for $109 through Eastern Leaf. I also ordered a smaller chinese elm the same day for $69. Both elms are the same size but put in different size pots to deceive you. The larger elm is leaning off to the side and also has come with a gray pot instead of the black pot they showed. When you search for a chinese elm it does not say on that page that the pot could be a different color. I reached out and emailed them to let them know my concern. They did nothing and said sorry we are out of the black pots so sent a different color and even though it is leaning it is healthy. Any sort of exchange was going to be on my own expense. I will never purchase through this company again. I even talked to the manager to seemed to even laugh when i was upset. Very poor customer service. While we were talking to her she removed the page that does not disclose the color. This is fraud.Business response
03/23/2022
The customer placed an order for one Chinese Elm and one Large Chinese Elm Bonsai through our online store. Both of these trees are covered under our 30 Day Plant Replacement Policy. This policy and our return policy are available online and printed on the back of the packing slip that is shipped with every order.
Customer response
03/23/2022
I am rejecting this response because: The lady which is the manager changed the wording on the website while we spoke. It WAS NOT on the website when we purchased about the color of the pot. If you look at their previous responses to other complaints they have an excuse for everything. Something needs to be done with this company.
Business response
03/25/2022
All information regarding our products is readily available on our product pages. We do our best to inform customers of our policies; they are available on our website and printed on the back of every packing slip included with each order. We apologize if this information was missed or misinterpreted by the customer. Neither of the departments the customer spoke with has clearance to edit any aspect of the Eastern Leaf website.
We want our customers to be happy with their purchases. If they are unhappy with their purchase, we accept returns for any reason within policy. Per our policy, items must be returned to us to qualify for a refund or exchangeCustomer response
03/28/2022
I am rejecting this response because:The manager (*****) did change the wording while we were on the phone. If you look at previous complaints they are never in the wrong. They should have offered to send us the pot we purchased. I can tell you if you expect anything similar to the picture on the page you WILL be dissappointed. It is what it is. They are NOT a good place to deal with customer service.
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Customer Complaints Summary
13 total complaints in the last 3 years.
7 complaints closed in the last 12 months.