Complaints

This profile includes complaints for Stark Bro's Nursery & Orchards Co's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Stark Bro's Nursery & Orchards Co

  Louisiana, MO 63353-3863

  
• 

  Stark Bro's Nursery & Orchards Co

  PO Box 1800 Louisiana, MO 63353-7800

  

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:08/20/2025

  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.

  Terrible plants and customer service. I purchased a plant from Stark brothers Nursery and had nothing but problems. I contacted customer support twice no help. First plant was very small, and the box was severely damaged from Fed Ex. I sent pictures in to customer support and they're sent another plant. This new plant was 1/2 the size of the first one and arrived dead with 1 leaf. I again sent pictures to customer support with documented complaint, and they still won't return a phone calls. I want a phone call from the owner and a full refund.

  

  Business Response

  Date: 08/21/2025

  We are very sorry to hear about your experience with your recent order and the frustration it has caused. We sincerely apologize that the plants you received did not meet expectations and that our customer service did not provide the level of support you deserved. Unfortunately, the first shipment arrived damaged in transit by ****** and we understand how disappointing that was. While we cannot always prevent carrier-related damage, it is our responsibility to make things right for our customers.

  
  We have issued a full refund for your purchase, which should reflect back to your original form of payment shortly. While we cannot undo the inconvenience youve experienced, we want to assure you that your feedback has been shared with our team so we can improve both our shipping processes and our customer service follow-up.
  Thank you for bringing this to our attention, and again, we truly regret that your experience with us was disappointing.

  Customer Answer

  Date: 08/22/2025

  Complaint: 23775730
  
  I have reviewed the business' response and am rejecting it because:
  
  There is no contact from the company. As I stated, I mentioned I wanted to speak with the owner.  Sending damaged and dead plants is not acceptable. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 08/26/2025

  We appreciate the opportunity to address your concerns. We sincerely apologize that you received plants in unsatisfactory condition. Please be assured that we have taken care of the situation in accordance with our policies and commitment to customer satisfaction.

  We understand your request to speak directly with the owner. While the owner is not directly involved in individual customer matters, our customer care team is fully committed to resolving concerns promptly and fairly. Our dedicated customer support team is empowered to assist with all issues, and we have ensured your case was handled appropriately. We not only reshipped new plants, but we also have given you a full refund. 

  We regret the inconvenience caused by the condition of the plants you received. While this is not the experience we strive to provide, we value your feedback and have taken steps to make this right.
  

  Customer Answer

  Date: 08/29/2025

  Complaint: 23775730
  
  I have reviewed the business' response and am rejecting it because:
  No contact from the company as requested. This is a s***** company and buyer be aware. Your company is a joke  

   

  ***** Totah 

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

• Initial Complaint

  Date:08/06/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 filed a complaint on trees ordered from Stark Bros Nurseries. Two trees dont have leaves on them after 6 weeks and a third has one branch side.I sent in warranty claim on 7/2 for the second time, thinking I had done something wrong on the first attempt. I called their 800 number as a last resort today and finally a man answered. I explained the issue and that I had not received any response. He then asked for my bank number and account number and I said that I was not comfortable with that. I then asked if I could just get replacements and he hung up on me!I purchased 11 trees this Spring from Stark Bros and was just wanting to reach an amicable solution, but you are my last resort. Stark keeps sending me emails saying they have my peach trees for sale, but they may be dead ones that they are trying to move.Please alert other people to keep this from happening.Thank you,*****

  

  Business Response

  Date: 08/21/2025

  We are very sorry to hear about the concerns youve experienced and appreciate the opportunity to respond. After reviewing your complaint, we believe there may have been a misdialed call. Our customer service team is never permitted to request bank account information over the phone, and this is not part of our process. We sincerely apologize for any confusion or frustration this may have caused.
  To ensure your concerns are resolved quickly, I have asked a team lead from our customer service department to contact you directly and assist with your warranty claim. We value your business and want to make sure we reach an amicable resolution.
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 08/25/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/18/2025

  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.

  Ordered a peach tree in September 2024 tree died. I requested a refund on May 3. They have told me 6 times they are refunding me so far no response. I feel like they have no attention to issue me a refund.

  

  Business Response

  Date: 07/24/2025

  We sincerely apologize for the delay and any frustration it has caused.
  We did process your refund as requested, but unfortunately, the check was returned to us as undeliverable. Upon receiving it back, we immediately reached out and were able to confirm your correct mailing address. Your refund check is now being reissued and is being mailed to the updated address.
  We understand how important timely resolution is, and we regret the inconvenience caused by this mailing issue. Please rest assured that we are committed to ensuring you receive your refund and appreciate your patience throughout this process.
  If you have any further questions or need assistance, please dont hesitate to reach out directly.
  

• Initial Complaint

  Date:07/07/2025

  Type:Customer Service 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.

  Hello I had purchased a Apple Tree from ****************** .In the *********** i think the Tree has died I have sent multiple emails i sent photos to them of the Tree .I called left messages and abouslty nothing .The Tree is still under warranty .With 10 shipping for a new one .Which after all this .They can just send me a whole new one on them .There customer service is sooo **** poor Its not even funny .Had i know this prior I would have NEVER orderd from them .Granted its only an Apple Tree but im a Disabled Veteran and money is tight . Thank you for your help **** ****

  

  Business Response

  Date: 07/11/2025

  Dear Mr. ************** you for reaching out, and please accept our sincere apologies for any inconvenience or frustration this experience has caused you. We truly appreciate your service, and we understand how disappointing it is when a tree doesnt perform as expectedespecially after the time, care, and hope invested in it.
  After thoroughly reviewing our records, we unfortunately do not show any emails with photos associated with your email address. The last correspondence we have on file is dated April 3, 2025, and was regarding a variety recommendation. I apologize if any other messages failed to reach us.
  That said, I have gone ahead and processed a warranty claim for your apple tree, and a replacement will be shipped the week of July 22nd at no additional cost to you. You will also receive an email shortly with your order confirmation and shipping details for your records.
  We are committed to making this right and hope this gesture restores your confidence in us. If you have any further questions or concerns, please dont hesitate to reach out.

  Customer Answer

  Date: 07/31/2025

  I still have NOT  gotten  my  claim ressolved  with Stark Brother's Nursery   .it has been weeks now I DO NOT want a new Apple Tree . They can just refund ALL of my money .I will NEVER do business  with them again .The case is under .**** Main 

  

  Business Response

  Date: 08/01/2025

  Thank you for your patience, and Im truly sorry for the continued frustration this experience has caused.
  Ive gone ahead and cancelled the replacement order and issued a full refund back to your original payment method. You should see that reflected in your account by early next week, depending on your banks processing time.
  We apologize again for the inconvenience and for not meeting your expectations this time. If theres anything else you need, please dont hesitate to reach out.

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hello, I ordered strawberries from you back on 4/25/25. They were delayed multiple times by your company and finally arrived 5/31/25. I do understand that there may be delays due to harsh weather however I do expect that the pants you send to be alive and healthy. The Tribute strawberries you sent were healthy, fresh, moist, without mold and ready to be planted & are already doing well. On the flip side the Tristar strawberries you sent were dried out, black, full of mold & dead. The difference between the two were ************ The condition this second set arrived in is not acceptable as I set up two new garden beds to grow these two sets of everbearing strawberries. This is not about the money spent but about receiving healthy plants. I have tried to call but all I get is a long wait followed by please leave a message which I did. Your website states you have "chat" but that is never actually working to chat with anyone. I have been growing strawberries for years & know very well what healthy vibrant strawberry roots look like versus dead, molded old roots that are not viable. I purchase some from you last *********** were very nice however this year you sent me these terrible mold ridden ones. I am simply asking that you replace these strawberries with replacements as soon as possible as the everbearing variety must be planted in now, if you do not have this variety in stock, I am open to another everbearing strawberry root. I am hoping you do have inventory to send me as a replacement for these strawberries. As a last resort, I will be upset If you do not have any everbearing strawberries to replace these with but I would accept the ***** blueberry plants if there are no other options as far as my strawberries. WE count on our order from ********** to arrive on time & in healthy condition. We also expect to be able to reach Stark bros by phone/chat to make this right but that is almost impossible. I do anticipate that you will make this right! Respectfully!

  

  Business Response

  Date: 06/09/2025

  Thank you so much for taking the time to share your experience. We are truly sorry for the multiple inconveniences you encountered, from the shipping delays to the disappointing condition of the Tristar strawberries upon arrival. We understand how frustrating this has been, especially after you prepared your garden beds and expected healthy plants.
  While we did face significant challenges this season due to harsh weather and shipping logistics, this does not excuse the condition of the plants you received. We certainly strive to provide quality nursery stock and excellent service, and in this instance, we fell short.
  Please know we are committed to making this right. A support supervisor is reaching out to you directly via phone to ensure your concerns are personally addressed and resolved as quickly as possible. If we are unable to provide the exact replacement requested, we will gladly work with you on an acceptable alternative, as you suggested.
  We greatly appreciate your patience and your past support of Stark Bros, and we hope to have the opportunity to restore your confidence in us.
  Thank you again, and we look forward to speaking with you soon.
  

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  
  I have spoken with ****** from Stark Brothers and she was very helpful to make this situation right. I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/27/2025

  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.

  I ordered twice on 7/8/2024 and 8/11/2024 and spend a considerable amount of money for XL trees. They are sold with a 1 year survival guarantee. I contacted them for a warranty claim on 5/8/2025 and there was no response. Called and no response. 3 of the 4 trees died. The company appears to be waiting out the warranty claim by not responding and fraudulently selling guarantees on plant survival without honoring them.

  

  Business Response

  Date: 05/28/2025

  Were truly sorry for the frustration this has caused. Please know that we are not trying to wait out your warranty or ignore your request. We are currently in the peak of our busy season, with an exceptionally high volume of customer inquiries and a smaller-than-usual staff, which has unfortunately caused delays in our response times.
  That said, we are committed to honoring our guarantee and making this right. A member of our team will be reaching out to you shortly to resolve your warranty claim. We appreciate your patience and understanding, and thank you for bringing this to our attention.

  Customer Answer

  Date: 05/28/2025

  Complaint: 23382390
  
  I have reviewed the business' response and am rejecting it because:
  
  Does not address the concern. Waiting 3 weeks to not get a response at all is not professional. I will not close out this complaint as I have not been contacted by the business. The busy season is not a valid excuse to not respond at all to a customer trying to get warranty service for 3 weeks. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 06/03/2025

  We want to assure you that we are actively trying to resolve this matter with you. As of yesterday, June 2, 2025, we have made two phone call attempts using the number you provided, and we also emailed you under Ticket #********, outlining what information we need and how we can help move forward to rectify the situation.
  At this time, we have not received a response from you.
  While we understand your concerns, continuing this back-and-forth through the BBB is not the most effective way to resolve the issue. We are more than willing to help you directly, but we need to speak with you to do so.
  Please reach out to us at your earliest convenience. Our business hours are Monday through Friday, 8:00 AM to 4:30 PM Central Time. We truly want to make this right and look forward to hearing from you soon.
  

  Customer Answer

  Date: 06/06/2025

  Complaint: 23382390
  
  I have reviewed the business' response and am rejecting it because:
  
  I did not receive any calls, my previous ticket from May was closed without being addressed and a new ticket opened which you referenced. I called and left a message and never received a response from that either.
  

  I would like a refund for the trees as I no longer trust you as a company due to this experience. The trees needing refund are (2) Little Ruby *** trees Ultra Supreme XL at ****** each total $227.98 and (1) Italian *** Ultra Supreme 7G at $****** with a total refund of $341.97.

  I understand its your busy season, but actively avoiding customers and having to contact ******************** to get any response at all is not great. 

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

  Customer Answer

  Date: 06/16/2025

  The company agreed to refund the trees, but has only refunded ONE of the THREE trees purchased at $113.99
  

  Communication with the company only occurs after creating communication through BBB. This is not the best communication having to force communication through a third party to get a response. 
  

  I would like the refund for the additional 2 trees as agreed to. 

  Customer Answer

  Date: 07/31/2025

  7/31/2025 PE:  Email to the consumer to inform her of the mediation status of the case; inquired about her desired resolution of a refund of $341.97 and if she has received a refund (full or partial).  Asked her to respond to either the email or to contact me by phone.

  8/5/2025 PE:  Phone call into the consumer, provided my name, and direct dial phone number.  Asked her to confirm that she is in receipt of the refund as the business indicated (via email) that they provided.  Asked her to just leave me a voice mail. 

   

  

  Business Response

  Date: 07/31/2025

  7/31/2025 PE:  Email to complaint handler informing her of the mediation status.  Also told her that we have reached out to the consumer to determine her desired resolution and that I'll reach back out to the complaint handler once we learn more.  Provided her with my contact information.

  8/5/2025 PE:  Email from business: We're very sorry for any confusion and for the inconvenience the customer has experienced. We understand how frustrating it can be when communication doesn't meet expectations, and we truly regret that this situation led to ***************** clarify, a refund of $113.99 was processed on June 11, 2025, and another refund of $205.19 was issued on June 27, 2025, bringing the total refunded amount to $319.18, which covers all three trees from their order.We appreciate their patience and the opportunity to make this right. If you have any remaining questions or if there's anything more we can do, please dont hesitate to reach outwere happy to help.

  8/5/2025 PE:  Email from business:  I'm copying our CS Manager @******* *****. She can provide you with receipts showing that the refunds have cleared this customer's account. They were refunded back to her credit card to the best of my knowledge. 

  8/5/2025 PE:  Scans from the business showing that refund was made to the consumer's credit card.  Placed in file library.

  

  Business Response

  Date: 07/31/2025

  We're very sorry for any confusion and for the inconvenience the customer has experienced. We understand how frustrating it can be when communication doesn't meet expectations, and we truly regret that this situation led to disappointment.
  To clarify, a refund of $113.99 was processed on June 11, 2025, and another refund of $205.19 was issued on June 27, 2025, bringing the total refunded amount to $319.18, which covers all three trees from their order.
  We appreciate their patience and the opportunity to make this right. If you have any remaining questions or if there's anything more we can do, please dont hesitate to reach outwere happy to help.

• Initial Complaint

  Date:05/22/2025

  Type:Customer Service 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.

  A couple weeks ago I ordered some golden raspberries. Right after I ordered them, they drastically drops in price. They did not ship my raspberries for approximately a week. Before I received the raspberries I emailed them asking if they could adjust the price to the sales price as they price went into effect before they even shipped them. They still have not gotten back to me, and it's been over a week. The plants I actually did receive we're not as advertised, and show no signs of life. I did put them in the ground just in case, but I'm very doubtful anything will come up. This company has poor customer service, and does not even respond to customer.

  

  Business Response

  Date: 05/27/2025

  Thank you for taking the time to share your concerns. We sincerely apologize for the delay in responding to your emailspring is our busiest season, and weve experienced an overwhelming volume of customer inquiries while working with a limited staff. We understand how frustrating that can be and appreciate your patience.
  Regarding the price match, were happy to offer that as a courtesy whenever a product goes on sale shortly after an order is placed. I see that an agent responded to your email on 5/27 and issued a refund for the price difference. That refund was applied back to your original payment method and should reflect within 3 business days.
  As for the plants you received, its important to note that we often ship them in a dormant state. While they may not appear pretty upon arrival, this is completely normal. Once planted and pruned back, you should begin to see signs of new growth, and by the end of the growing season, we believe you'll be pleasantly surprised by their performance.
  We truly appreciate your business and are here to help if you have any further concerns or questions.

• 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 pre-ordered a variety of 5 different honeyberry bushes on 17 February 2025. All were supposed to arrive for Spring planting. Initially scheduled to arrive in March, there continue to be delays without explanation or update. I have to check my order on their website or call the company to be made aware of any new delays. At one point, I called and they had to change one of my varieties out so that I could get the 5 plants I needed to fill out my landscape. I have received 1 of the 5 honeyberry bushes I ordered (Strawberry sensation) and the website now states that I won't be receiving some of my remaining plants until August. The plant I received was supposed to be gallon sized. It was in a gallon pot but was only about 4 inches tall and arrived broken. We got it into the ground and are hoping for the best. While this is a cold hardy plant, I have concerns about the late arrival of the others and continued delays. I hope to receive them as soon as possible, particularly if the arrive in a similar condition to the first plant I received. It is simply too late for me to try to get these plants elsewhere as other companies have sold out. I am waiting on a Happy Giant Honeyberry, Borealis Honeyberry, Blue Diamond Honeyberry, and Blue Banana Honeyberry. As I would like to get these plants established, I am seeking expedited delivery to resolve this matter. Thank you.

  

  Business Response

  Date: 05/22/2025

  Thank you for your feedback, and we truly apologize for the frustration and inconvenience youve experienced.
  With living products like fruiting plants and shrubs, there are many variables outside of our control that can impact when a plant is truly ready to ship. While we do our best to meet estimated delivery timelines, we can never guarantee a specific ship date because plant readiness depends on factors like weather, growth rate, and overall health.
  In your case, the Borealis Honeyberry, Blue Diamond Honeyberry, and Blue Banana Honeyberry have not yet met our growers standards for shippingeither due to size or overall quality. We completely understand how disappointing this is, especially when you had planned for spring planting, but we dont want to send stock that isnt strong enough to thrive and succeed long-term in your landscape.
  We can confirm that your Happy Giant Honeyberry is currently in packing and should ship early next week.
  Were continuing to monitor your order and will ensure the remaining plants ship as soon as they are ready. We appreciate your patience and understanding, and were committed to getting you healthy, high-quality plants that will thrive for years to come.

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Order placed 3/23/25 with estimated delivery the week of 4/13. A portion of my order had to be delayed and I received my final delivery 5/14. This final delivery consisted of 10 blueberry plants (5 Jersey and 5 ******, both in 1 gallon pots). Due to what I believe was poor packing, all 10 plants arrived severely damaged. The plants were loosely packed in a large rectangular box with no protection besides a plastic bag around the pot to hold the dirt in. They were facing in every direction in the box, including upside down and sideways. I immediately called Stark Bros, and after a long wait, i was automatically transferred to a mailbox where I left a message. I then submitted a ticket through the website as directed by the note included with the package. As of this time, I have not received a return call or a response to my ticket. I would like a refund for these plants. I am willing to ship them back to Stark at their expense should they so desire. I have pruned back the damage as best I could in hopes some of the plants survive.

  

  Business Response

  Date: 05/22/2025

  Thank you for bringing this to our attention, and please accept our sincere apologies for the condition in which your plants arrived and the lack of timely communication.
  We understand how disappointing it is to wait weeks for an order only to receive it in damaged condition. While this is certainly not the experience we aim to provide, we appreciate you taking the time to report the issue.
  An agent is now actively responding to your email ticket. Unfortunately, the representative originally assigned to your case has not been in or able to correspond, which caused the delay. We deeply regret the inconvenience this has caused and are working to make things right for you.
  Thank you for your patience, and again, we truly apologize for the frustration this situation has caused.

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. They have offered me a refund.
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/16/2025

  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.

  Our complaint seems very similar to complaints received this year by other customers. We have never submitted a complaint to a BBB before since weve never had this kind of an issue with a business before. We placed our first order with them on 1/6/25. 14 fruit trees for $862.02. 6 of 14 trees arrived 2/13/25. The rest of the trees were scheduled to arrive the same week, but we called and asked a customer service person to ship them the following week since the weather was bad here. They agreed to do so. Well, its 5/16 and they are still not here. BTW, 1 of the 6 trees is dead. Grafting didnt look good and sure enough it did not survive. Will be requesting a replacement. Well see how long that takes.Weve tried contacting them multiple times. We have not been able to get anyone on the phone ever since that first time and the communication has been through online only since.3/27, sent online request. Got email reply with estimated arrival 3/30. They didnt come. 4/3, sent another request. Got email reply with estimated arrival 4/20. We were worried that bare root trees wouldnt survive since it was getting warm. The reply was they would be fine if we planted them right away when they arrived. They didnt come. 5/8 sent another request. Requested a customer service to call us. Reply was for us to call them at the same customer service number weve been calling unsuccessfully. Online shows estimated arrival for 7 of 8 trees next week without shipping info, meaning they havent shipped. Strung along like this for 4 months now. Last tree is scheduled to arrive Aug/Sept. We mostly ordered bare root trees since they were less expensive, would arrive in the winter, so we can plant them while they were dormant. Well have to find replacements. If they are too expensive, well have to wait until winter, losing a full year. As soon as we find replacements, well be canceling the order for a refund.

  Customer Answer

  Date: 05/17/2025

  We just checked our order on the account.  The last tree they showed would be coming Aug/Sept has been cancelled.  We were never notified.  Not only did they not notified us, but they shorted us on the credit.  We paid $51.99 plus 10% tax, total of $57.19.  However, they only credited us $51.36.  Unacceptable! 

  

  Business Response

  Date: 05/19/2025

  We sincerely apologize for the frustrating experience youve had. Its clear weve fallen short of your expectationsand our own standardsin both communication and fulfillment of your order.
  Youre absolutely right that your situation mirrors some of the challenges weve encountered this season. Between unpredictable weather, increased order volumes, and inventory shifts, our shipping timelines have been affected more than we anticipated. That said, these delays and the lack of clear, consistent communication are not acceptable, and we understand the impact this has had on your planting plans and trust in our company.
  We truly appreciate your patience and your detailed feedbackit helps us pinpoint where we need to do better, especially when it comes to follow-up and accessibility. Regarding the tree that did not survive, well certainly stand by our warranty and get a replacement or credit issued. Once you initiate a request via our warranty process, youll be able to upload any photos directly in the email thread with our team to simplify the process.
  Please know that were actively working to improve our service systems and communication so customers like you dont feel left in the dark. If youd still like assistance expediting or adjusting the remaining items on your order, wed be happy to helpjust reply to your last email thread, and well make sure your concerns are prioritized.
  Were truly sorry for the inconvenience and hope we have the opportunity to restore your confidence in us.

  Customer Answer

  Date: 05/20/2025

  Complaint: 23339448
  
  I have reviewed the business' response and am rejecting it because:
  
  They have not provided any remedy for our complaint, just lip service apology and asking us to send our request through their email service again.  We have asked for a full refund for the rest of the trees in our order, $497.11 ($451.92 plus tax), back on the credit card that was used for our order. 
  
  Sincerely,
  
  ***** ****