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:06/19/2025

  Type:Service or Repair 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 placed a order for a purple ghost japanese maple tree and also paid for the 1 year extended alive *** thrive warranty, the tree showed up with only a couple leaves no problem figured it will grow. After having tree for over a month it has shown zero signs of any growth and doesn't even take up water, I reached out and the lady told me that it is norand the tree won't show new growth for a year or 2 which is completely wrong. I bought 3 other trees from 2 other companies and all of them have shown new growth. This company is just out to take the money and after that they just blow you off, I then decided to do some research on them more in depth and that's when I started reading horror stories just like mine which is sad because these trees are not cheap at all.

  Business Response

  Date: 07/28/2025

  Hello,
  
  Here is the reply for complaint #********.  Sorry for the delay.
  
  
  Customer is correct.  He did buy a 1 year warranty.  The warranty covers the plant if it dies in one year.  I think there is some confusion about this.  The photo that was sent to us is of a tree thats doing fine and is not planted in the ground yet.  Customer wants refund because they dont like the look of it.
  
  
  In order to use 1 year Warranty we need to see:  a) Plant in the ground b). Plant has died.

  Customer Answer

  Date: 07/28/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23493450
  
  I am rejecting this response because:
  The tree is planted in a container which a good majority of people who grow these do, *** I don't know how you say it's doing good, there is only 1 leaf. All my other 6 are doing great.
  
  Regards,
  
  **** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/11/2025

  Type:Sales and Advertising 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 a plant from Tree center plant supply on May 31. They offer a one year guarantee and also state on their website they guarantee the plant will arrive healthy. The plant was delivered on June 7th upon arrival it was dead. ***** and had no leaves on it. I tried reaching out to the company first thing on Sunday June 8 but thought that because it was the weekend no one answered. I called again June 9th on Monday and was unable to reach someone. Left an email on June 9 including pictures of the plant to them. They responded the following day offering me merchandise credit. I had asked for a refund instead and they refused. I dont think I want to deal with the hassle of another dead plant arriving on my doorstep. All I want is a refund for the plant. They are unwilling to do this and they are NOT standing by their guarantee.

  Business Response

  Date: 06/20/2025

  We issued full credit for the unhealthy plant as per free 30 day guarantee.  A replacement plant may be purchased for no cost.  We do not issue refunds for the free guarantee, only replacement.

• Initial Complaint

  Date:06/10/2025

  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 trees and did not receive e two of them. I reached out and the delivery photo shows delivered but I did not get them, but I had multiple orders delivered that day. Either they are lying or a package was stolen. Even saying it was stolen they wont resend or refund my money. Im out of $119. I might add in a new customer and its not how you treat anyone essentially saying not there problem as we dont care once we get your money.Their competition fastgrowingtrees would have reshipped and apologized for the missing/stolen package. They also lost out on a few thousand dollar sale over $119, which Im now spending at their ************* company has ever behaved this way with a missing/stolen package. I shop online a lot first time a business has acted this way. You cant trust them. I just want my money back I never want another product from them for my home or business.Again Im a new customer and they treated me like c*** specifically the shipping manager Rave T she cost the company more cash then those 2 trees were worth and they lady that answered the phone Monday June 9 at 345pm seemed like I was a problem.

  Business Response

  Date: 06/20/2025

  Since the delivery photo shows the package delivered at the customer residence we have limited recourse.  Customer would need to file claim with *** at this point:

  *************************************************************************************************

  Customer Answer

  Date: 06/28/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23451166
  
  I am rejecting this response because:
  
  if something happens you guys dont give a c*** Stealing my money now. Only business that has ever done this. The shipping manager is rude and unprofessional.
  

  you guys are thieves I want my money back. Youre supposed to take care of your customers. They lost out on a MAJOR order I placed instead with fast growing trees. Which they would have received that business if they took care of their customers for such a small amount I hope it was worth it.

  So the shipping managers bosses should be aware she cost you big business!! A refund would have easily been a small fraction I spent at fast growing trees for a landscaping project on my large property 

  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/23/2025

  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.

  We placed an online order with The Tree Center on May 17, 2025 for QTY 10 5-gallon ********************** shrubs. The total cost was $693.52. We received shipment of QTY 10 2-gallon equivalent Green Mountain Boxwood shrubs. The merchant simply puts small plants in large pots and sells them as 5-gallon size. We have exhausted our attempts to solve this issue with the merchant. Their customer service ***** has blocked our phone numbers (recording tells us they are closed) and hang up on us when we call on other lines after providing our order number. We had offered to just receive a reimbursement to the right size of the plant, we offered to ship them back if they provided a pre-paid shipping label. We even offered to drive 1 hour to their location to drop them off for a full refund but they state they don't have insurance and we are not permitted on the premises. They did agree to reimburse us $28.90 for small plants but this is not enough. Now we simply do not want these small shrubs as we bought 5-gallon boxwoods for a specific need and now we are stuck with these unwanted small plants. We feel we have been scammed and after going back to read reviews of this company, it looks like many others have felt the same way. I want to obviously have a resolution to my own issue but more importantly, I want to alert the public of this shady operation.

  Business Response

  Date: 05/27/2025

  Customer was refunded for 2 plants that were below quoted estimated size.  $135.32 (2 plants after bundle discount + Sale of 15% off) + a courtesy refund of $28.90.  Offered full refund for return of the plants.  Customer was upset they couldnt drop off in person but we explained that we don't have insurance to have retail customers walking around etc.

  Customer Answer

  Date: 06/07/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23370577
  
  I am rejecting this response because: None of the Boxwoods they sent us meet the criteria of a 5-gallon boxwood. The Tree Center is falsely stating they offered a full refund if we return the boxwoods. In an email from a customer service **** on 5/22/2025 she stated "We do not issue refunds in the returns process, nor do we pay return shipping." These boxwoods were falsely advertised as 5 gallon boxwoods and then when we received shipment and called immediately the same day to let them know we did not receive what we ordered, they're response was for us to pay return shipping (would be half the cost of the boxwoods themselves) and then receive store credit. We do not want any of these 2-gallon boxwoods nor do we want store credit and feel we should not have to pay return shipping when the vendor (The Tree Center) did not provide what we ordered. I provided multiple pictures to the Tree Center and here on the BBB complaint that show comparisons to what a 5-gallon boxwood is compared to what the vendor sent us. We need 5-gallon boxwoods for our project. Please either refund us in full or send us a pre-paid label and we will happily send The Tree Center their boxwoods back.

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

  
  

  Business Response

  Date: 06/20/2025

  Gallon sizes are determined by root system.  basically if root system fills a 5 gallon pot, its a 5 gallon plant.  The foliage does not matter.  Plants can be trimmed to be quite tight, especially for boxwoods (which promotes further growth).  Customer doesn't want to hear any of this.  Regardless, they have unethically disputed it with the credit card company so it is out of our hands now.

  Customer Answer

  Date: 06/25/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23370577
  
  I am rejecting this response because: I am not the one being unethical. Just look at the reviews of The Tree Center. They have evidently been treating all their customers this unethical way and I just want it to stop. If I was the only customer saying this, you may have a leg to stand on but with so many customers with the same complaint, I think it's safe to assume it's a problem with this company. The root ball doesn't fill up 1/3 of the 5 gallon container you ship them in, and that includes the filler dirt/mulch you add. I repeat: I know what a 5-gallon boxwood is and these aren't close. As you should know, boxwoods are a very slow growing shrub and I need 5 gallon size. I very clearly articulated to The Tree Center that if they didn't send a pre-paid label to take back the unwanted boxwoods, I would be forced to file a complaint with the BBB and with the ******************* (as these are my only options) and The Tree Center declined to take back the boxwoods.
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair 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 a plant online from this establishment. When the plant arrived it was significantly smaller than advertised and also misshapen. I provided photos showing what I received and requested either a refund or replacement. The establishment refused and said it did not qualify for either as while it was shorter than expected the trunk was not damaged and this was just the way this particular plant grew. They offered me a partial refund to the next size down (only a $20 refund on a $99 plant). They said I could return it but shipping would be at my expense. This plant is ugly and should never have been sold. I requested either a replacement or full refund and was denied both. This is incredibly false advertising as the example plant shown is filled out and symmetrical and taller than the pot. The one I received is almost completely barren on one side and only 9 tall.

  Business Response

  Date: 05/27/2025

  Customer unhappy with size of plant. Was refunded $19 plus another $40.  We sell this plant in a variety of sizes.  Photos are illustrative of all of the different sizes.  Refunds of around 60% are sufficient in this case.

  Customer Answer

  Date: 05/30/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23363856
  
  I am rejecting this response because:
  
  The plant I received is not as advertised. The illustrative pictures on the website grossly misrepresent what they are selling. I requested to return the plant or to have it replaced with one similar to what was advertised and they refused. They are still refusing a full refund. I would not have purchased this if it was accurately represented. I want to return it and receive a complete refund, not a partial one. Partial refund is not an adequate response. 
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair 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.

  Ordered trees from the tree company planted them in accordance to the directions included , bought extended warranty on them. The trees died and the supplier refuses to honor the warranty

  Business Response

  Date: 05/27/2025

  Customer was notified that warranty is only valid for plants that are installed in the ground, no containers.  Plants kept in containers/pots do not live through winter most of the time.  Customer was refunded $83.63 they paid for the warranty since they were unable to use it.

• Initial Complaint

  Date:04/30/2025

  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.

  Date of Transaction: 4/24/25 Amount Paid: $199.20 (Original Purchase), $93.73 (Amount after discount for the defective plant)Company Name: The Tree Center On 4/24/25, I placed an order for 2 Pencil Point Juniper plants, advertised as being 3-4 feet tall and live. I received two plants as ordered, but of them was significantly defective. It has a large, prominent bend in the main trunk starting directly from the soil line, rendering it visibly crooked and unsuitable for its intended purpose of enhancing my front walkway's appearance. The second plant received was in excellent condition.Upon receiving the damaged plant, I promptly submitted a ticket requesting an exchange for a straight, undamaged Pencil Point Juniper. I also contacted **************** via phone and followed up with an email to a manager to explain the situation and reiterate my request for an exchange.Despite expressing my desire for a replacement of the defective plant, customer service has refused to process an exchange. Instead, they advised me to stake the plant in an attempt to straighten it, but could not provide any timeframe for how long this process might take or guarantee its success. This resolution is unacceptable as I do not want a plant that requires staking or remains visibly misshapen in a prominent location on my property. The purpose of this purchase was to obtain aesthetically pleasing, mature plants.Furthermore, I have concerns regarding the authenticity of the "verified purchase" reviews displayed on their website. I have only been able to view positive reviews and have not found any option to access or view negative feedback from other customers. This lack of transparency raises concerns about the reliability of the testimonials presented on their site.I am requesting a full refund, since I now distrust a replacement, of the significantly bent and defective Pencil Point Juniper plant with a healthy, straight specimen of the same size and type as originally ordered.

  Business Response

  Date: 05/27/2025

  Customer was refunded $87.60 (the cost of the plant with the coupon used)

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair 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 attempted to order a plant that looked similar to a plant I have on my property the night before cancellation. The picture on the website clearly shows it has yellow edging. The bill came up to $518, which I was willing to pay. After sending the picture to my spouse, he stated that its the wrong plant. Its referred to as golden euonymus. I had to wait to call the company, which I did immediately the following morning after their opening time, which was around 9:30a.m. As the order was still processing ( and they clearly state they ship in 2-3 business days), it made sense to contact this company as soon as possible to cancel before they could even prep the plants and ship. I spoke to a female representative to cancel, but she tried to get me to buy other plants. I respectfully declined because she does not have the plant I wanted. I didn't feel comfortable purchasing other plants I'm not familiar with. She then mentioned a 20% charge, which I didn't fully understand. Am I being charged for just ordering and changing my mind? Am I not allowed to change my mind. It was less than 24hours later that I contacted this company. Since the company does not have what I want, nor at that point did they prep my product for shipping, why am I now left with a $103 bill for ordering NOTHING. The public at large should be aware of this type of hefty fine especially if they change their mind about a large purchase.

  Business Response

  Date: 05/01/2025

  Our cancellation policy is stated clearly when ordering.  In spring we are quite busy pulling orders and prepping them for shipment.  This is done often within immediate receipt of the order.  $40 refund issued as a courtesy.

  Customer Answer

  Date: 05/15/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23264468
  
  I am rejecting this response because:

  I didn't not see a 20% cancellation fee. My order was not processed at the time of the phone call. I checked with the Affirm site prior to calling and the status at the time of my order stated "processing". Are you saying processing means the product was prepped and shipped already? Check your records because the female representative didn't seem to be ok with me cancelling the order at all. She was attempting to get me to exchange it for something else right then and there. Is that the norm that if you cancel the representative tries to get the customer to exchange for another product? That's not on your website. As a courtesy, I'd like all monies returned. Thanks Kindly. 
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/18/2025

  Type:Order 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 a one year guarantee on a plant purchase. The plant died within the time period and the company will not replace the plant because they say it was not a plant suitable for my zone. I said ok then refund me the purchase price of the 1 year guarantee i paid them. They refused. They also are mislabeling the proper zone for their plants.

  Business Response

  Date: 05/01/2025

  I think the issue is that the customers is referencing a "zone recommendation" that she thinks is from our website but is from another website.  I have attached a screenshot of a different website saying zone 2-8.  This is incorrect for this plant.  We state 3-6 on our website.
  
  We issued a store credit for 50% of the cost of the plant as a courtesy.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair 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 2 Blue Jumioer trees for a landscape installation. The trees came in & they were significantly different in size & one of them was completely bald on one side. I filled out a ticket on their website with pictures. I hadnt gotten a response so 4 days after I filed the ticket I called. They wont replace the tree because its alive. They said I have to pay to ship the tree back & wait until they receive it to get a store credit. At that point Id have to call them & use the store credit to purchase another *********** I dont receive the same problem. I think their customer service is terrible especially when you pay over a hundred dollars for a ********** receive a bald 3 ft one. I wouldnt recommend nor would I ever purchase anything from The Tree Center again.

  Business Response

  Date: 05/01/2025

  Tighter trimming of Junipers when young stimulates growth when they get into their final home and established.  This trimming is intentional.  $40 refund issued as a one time courtesy.