ComplaintsforWillis Orchard Company, LLC

• Initial Complaint

  08/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 200 ****** hybrid starts 1/2 barely rooted and were in same rubber band contacted ***** they said Probly just slow start. Planted in soil 87 out of 200 died immediately contacted and sent pictures and now have been ghosted. All I want is replacement and they can pay to ship as they charge $1 per ************. They dont stand behind product

  Business response

  08/14/2023

  It appears that Mr. ******* has mistaken from whom he purchased his ****** trees. I have checked my customer database and my credit card processor database and do not find a customer or transaction by his name. Also, we do not use rubber bands and our 1-2' weeping ****** are $8.95 each and not $1. I would suggest he check his banking or credit card records to help determine from where he purchased. If he used Amazon or PayPal then he should check his accounts and should find the information. Best regards!!

• Initial Complaint

  07/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered several trees from them. Got the trees planted mulched and kept watered weekly as ive always done with trees. Several of the trees never budded out. Its now in July and I have sent them pictures as well as emails. They will not respond to my request. So I have several trees that I spent a lot of money on that didnt live. Other companies Ive ordered from has had excellent livability and customer support. But ********************************************* has not only had very low livability. They have 0 response to get it resolved.

  Business response

  07/11/2023

  ****************** purchased 29 trees and 10 ***** plants. He has reached out via email regarding several trees that didn't survive transplant. We have responded to multiple emails and have issued in-store credit for those items to be shipped this Fall.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a persimmon tree from Willis Orchards in December 2022. I received the tree in February, 2023. The tree looked dead with couple of twigs. I planted it right away per their instruction. It is June 2023, the tree shows no life. I contacted them for replacement and they said they are issuing a credit to be used in one year and it will not cover shipping. That is just not acceptable. This is a scam! I like to have a replacement or a full refund. I would appreciate very much for your assistance on this matter.Order #: ************ Order date: 12/31/2022 Order received: 02/17/2023 Tree: $25 Shipping $25 Total order cost: $50.00

  Business response

  07/06/2023

  All customers agree to our company terms on the final page of checkout. They sign their electronic signature, scroll through the terms and conditions, check the "I Agree to the company policies" box and then are allowed to hit checkout.
  Our terms and conditions page is very, very clear that we do not refund failed trees but that we will give in-store credit for the value of the tree. It's also very specific that we do not refund or replace shipping cost. This is stated redundantly so that customers know 100% what our policy is.
  **************** does have $24.95 in credit on file. He does not have to wait one year to use it. Should he prefer to apply it toward another persimmon tree then we will start shipping them in mid November once the temperature cools off. He will have to pay the shipping cost or arrange his own delivery. This is what he agreed to at checkout.

  Please see the 2 pages in the attachment.
  

  Customer response

  07/06/2023

   
  Complaint: 20275640
  
  I am rejecting this response because:
  
  I did not receive " a quality product" from Willis Orchard Company. The tree died because of poor quality.
  This is contrary to the term "quality product". A quality product tree should grow well.
  
  Under Willis Orchard "Limited Warranty Guarantee" paragraph:
  
  
  Since Willis Orchard Company strives to provide customers with a quality product at affordable prices
  
  I don't want to pay for a shipment of a poor quality tree from Willis Orchard again
  
  Willis Orchard can send me a tree replacement or the refund of $25.00
  I am not happy with this poor customer service.
  
  
  Sincerely, 
  
  *******************
  Sincerely,
  
  *******************

  Business response

  07/11/2023

  More than six months have passed since original transaction so we are unable to refund to card. However, mailing check #***** for $24.95 today as requested.

  Customer response

  07/11/2023

   
  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.

  I really appreciate very much the ***** services from BBB of Metro Atlanta, ****** & NE *******.

  You are truly a tremendous asset for small customer like me.

  
  Sincerely,
  
  *******************

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My boyfriend ordered blueberry and blackberry plants from them in Feb, A month or two later we received some little twigs. I planted them per the instructions, but only 1 blueberry is living. I contacted them for replacement and they said they are issuing a credit to be used in a YEAR and it will not cover shipping. That is just not acceptable. They could be out of business. I would prefer a replacement now or refund. Thank you for your help!

  Business response

  05/25/2023

  The order shows it's for 2 blackberry and 1 blueberry. She says the blueberry is living. That means she's asking for either 2 blackberry "Now" or $9.90. I do have blackberries that are growing in field rows. I would not advise digging and transplanting them at this time, wait until Fall. I do have blueberry plants ($12.95) that I am currently shipping that I could send her one of those now or refund $9.90. She needs another blueberry $12.95 to pollinate with the one she has. Which would she prefer?

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased 7 pecan trees in April of 2022. I asked them to let me know when the trees would ship and provide tracking so we could know when to expect them. I asked for this twice and was told the trees were lost but they were trying to locate them. The trees were delivered after 10 days in transit with no water and they were dead. I emailed Willis Orchard to request they ship ** new trees and actually provide the tracking this time so we could troubleshoot any delays and they said to plant them anyway the trees will be fine but if they aren't they will ship ** new trees in 2023. We planted the trees and watered them via an irrigation system every other day for 1 year. They were just as dead as when we first received them. I emailed WO april of 2023 and sent pictures and videos explaining this and WO said they could send ** 7 other kinds of trees that we dont want, or we can wait until ****. I went back and forth with WO requesting a simple refund for over a month now and they refuse to refund the card for the $1,000. Willis Orchard took our $1,000, and we have 0 living pecan trees. Willis Orchard is not entitled to that $1,000 and we want it back. We do not want to wait until **** for them to do what they said in 2022 they'd do in ***************************************************** circles with them via email. I just want a refund. I've attached a receipt and I am more than happy to forward you this insane email thread where they promise something, only to tell ** a week later they won't do it. I'm hoping you can help ** receive a refund in full for the dead trees as after this experience with them doing everything in their power to avoid basic customer service, we never ever want to deal with this company again.Thank you for your time.

  Business response

  05/04/2023

  Seven replacement pecan trees were delivered May 4, 2023 with many plump green buds that showed the viability of each tree. Attached is proof of delivery.

  Best regards!!
  

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two Pomegranate plants from Willis Orchard in December 2022, for $22.95 each. Unfortunately, one of the plants did not survive (a 50% failure rate). After providing the required evidence to the company to show that the plant was dead, I was surprised to find out that the advertised '100% warranty guarantee' offered by this company was very different from what is usually offered by other nurseries I have purchased plants from. Normally, when a company talks about a 100% warranty, they will replace any failed plant they sent to you. This is true for all other nurseries that I have dealt with in the past. However, Willis Orchard does not offer a refund or replace failed plants. Instead, they try to force you to pay more by offering only a one time in-store credit that does not cover shipping costs (note: those details are in smaller print on the website that most customers are likely to skip). Additionally, their shipping charge of $21.95 per plant is approximately 50% higher than that of other nurseries, based on my shopping experience (e.g. shipping costs for a similar size rose plant are at or below $15 for all nurseries that I have made purchases from). By doing so, the company discourages customers from requesting any replacement for failed plants while continuing to profit from excessive shipping charges.By highlighting a '100%warranty guarantee' in large print on their website, and by counting on the fact that most customers do not take the time to read the lengthy details, the company gives customers the wrong impression that they are as good as other responsible and reputable nurseries. The warranty offered by Willis Orchard should not be called a '100% warranty guarantee'; it is false advertising. It should be called a 'limited warranty', so the customer can be alerted and read the details before they make a purchase.

  Business response

  04/10/2023

  I have refunded his credit card $22.95 for the pomegranate tree (see attachment). Also, I agree with ************ regarding changing the wording in my terms and conditions page. The page starts as saying Limited Warranty but two paragraphs later it says 100% Warranty (see attachment). I will get our website manager to change it to limited. I appreciate ************ pointing this out because I am rarely on my website and was not aware of this discrepancy.

  Kind regards,

  J. Willis
  

  Customer response

  04/12/2023

   
  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.
  
  Sincerely,
  
  Ching-ping Chih

• Initial Complaint

  03/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered three chickenpin seedlings March 2022 I have not received them yet . On my last call to them I was told they had not yet been pulled. This is an unacceptable explanation for waiting over a year for my trees. I want them shipped to me

  Business response

  03/29/2023

  We refunded ********************** credit card $32.85 for the three chinquapin seedling on March 28, 2022 due to being out of stock. We did deliver the other seven trees that he ordered. We are sorry for the miscommunication and confusion over this. We will have chinquapin available this Fall. Kind regards!!

  (Attached is a copy of the refund receipt.)
  

  Customer response

  05/04/2023

   
  Complaint: 19862658
  
  I am rejecting this response because I paid by certified check. I did not pay by credit card. I have not gotten any communication or refund from them. 
  
  Sincerely,
  
  *************************

  Business response

  05/04/2023

  The attachment is the refund transaction receipt that proves the refund was given. The order was paid for by Master Card ending in **** that matches to your address. I'm sorry that you may have this confused with something else. I wish you the best.

  Kindest regards,

  J. Willis
  

  Customer response

  05/04/2023

   
  Complaint: 19862658
  
  I am rejecting this response because:

  See attached
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello, I ordered some trees from this business in the second half on 2022 that were to be shipped in the spring of 2023. I messaged the business to cancel one tree from the order. The owner, *** (I assume he is the owner), said he was making the cancellation and would keep a 10% fee. No problem. I became aware later that he cancelled the whole order, not just the one tree. I asked for either the rest of the order to be restored, or to get the 10% fee for the other trees. He has refused. He doesn't have a right to that money. I will attach the email thread

  Business response

  02/18/2023

  I would like to apologize to *********** for the inexcusable misunderstanding of my employee. She is 100% in the right and the remaining 10% ($25.80) has been credited back to her card. I just tried reaching *********** by phone to apologize and to offer to send the other items along with her mulberry order at no cost to her. I will continue to reach out to her, personally.

  Kindest regards,

  ***** Willis
  

  Customer response

  02/20/2023

   
  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.  That is a very gracious response from Mr. ***************************** I did not receive a message from him on my phone, but I see the credited money on my credit card and I would be very happy to accept the trees.  Thank you for your response and for the offer.  I look forward to talking to you. ************
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on December 1st 2023 because they claim they start shipping from Dec 1st 2023 on their webpage. This company charged my card on Dec 5th. On Dec 12th, I called in to find out shipping status. They have not shipped yet. Their explanation is the shipping between Dec 1st 2023 and April 2023. Then I request to cancel since they have not shipped yet. They implied 10 cancelation fee.

  Business response

  12/12/2022

  1 Fuyu Persimmon Tree 7-8' (1.25"caliper - Instant Orchard Tree) (Ships 12/01/2022 - 04/15/2023)
  1 Arkansas Black Apple Tree 5-6' (3/4-1" caliper / EZ-Pick)(Fruiting Size) (Ships 12/01/2022 - 04/01/2023)

  These are the items he ordered with how the shipping range is shown. These items would typically ship to Georgia customers the first 2 weeks of January. Customers agree to a 10% cancellation fee prior to being able to complete online checkout. Yet, he was fully refunded.
  

• Initial Complaint

  12/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered on 4/28/22 (#************) Fuyu persimmon tree for $29.95 and paid $19.95 shipping fee for that order. Willis Orchard sent me a dead bare root *****, one ***** with a small root (bare roots should have a lot of roots). After I provided the evidence of scratch test on dead tree, Willis Orchard refused to refund me. They offered credit, so I asked for two pruners since I fear of another dead tree from Willis Orchard. They asked me to provide shipping label which cost me another $9.85. Until today I have not received the two pruners from Willis Orchard promised.

  Business response

  12/12/2022

  We never received the shipping label that she said that she would send. However, we will send the pruners immediately via ******

*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. ↩