ComplaintsforNature Hills Nursery, Inc.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Nature Hills provides coupon codes such as free shipping over a certain amount and $10 for email signup, etc. No coupon codes would be accepted online, so my husband called the establishment for help. The woman he spoke to was so rude, said you can’t use codes (although they are STILL sending me email with additional codes). When he stated as such, the lady hung up on him! This wouldn’t normally bother me, but we spent HOURS going through their trees/shrubs, etc. also ensured we had purchased enough to use the codes and customer service YELLED at us and then hung up, even though we were polite during the entire conversation. This company is a bait and switch scam!

  Business response

  03/25/2024

  Unfortunately we have no record of this occurring. There is not an order number matching any of the parameters (name, address, phone number, email address) provided by the author of this complaint. There is also no record in our phone system of this person calling in using the phone number they provided. With that being said the 'Exclusions' page posted on our website clearly defines the conditions of when a promo code can be used. The Terms of Service (also located on the website) states that a promo code must be applied at  the time of purchase and cannot be applied to an order that is already been placed. 

  Since I am unable to locate any information regarding this event I cannot review the phone conversation and therefore cannot validate the authors version of events. If they would like to provide an order number, email address used to place the order or the phone number used to place the call, I would be very happy to review the conversation.

  At this point with the information provided we are not confident this event occurred as the author has stated. 

  Thank you

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought plants from this nursery in August 2023. Plants arrived in October 2023. Plants died by end of November 2023. Called and emailed concerns and issues with 2 of the 4 plants received by FedEx. Nursery made suggestions, I did what the suggested. Now I find out the will only reimburse 50% of my 100.00 charge for the 2 plants and charge be AGAIN 25.00 for shipping!!! So basically they sent me a inferior product and I have to repay for the replacements. This is a scam to the customers that the nursery will not stand behind their products when shipped out of state.

  Business response

  12/07/2023

  Order ********** was placed on 8/9/2023. The order shipped on 9/11/2023 and delivered  to the customer on 9/15/2023. The customer had possession of the plants for 53 days prior to contacting us of any issues. Once we were notified of an issue we provided proper watering recommendations and recommended she plant them in a  well draining location that receives full sun. The photo provided to us showed the plants sitting on top of the soil with the entire root ball exposed to the elements. We also suggested that it was possible that since the customer ordered the plants at the end of the season, they may be going dormant. We reinforced the importance of watering, and proper planting and suggested she keep an eye on them and keep us updated through next spring. If they did not break dormancy we could use the terms of the standard warranty -which provides up to 50% replacement assistance. The customer did not purchase the additional paid warranty would would have provided up to 100% replacement assistance on a  proven perished plant. Under the terms of both warranty programs standard shipping rates are paid by the customer. I will include a link to our Terms of Service as they are posted on the site and easily accessible from any page on the site. ********************************************

   

  Thank you

• Initial Complaint

  10/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order at 6pm on Sept 21 for lodgepole pine trees and then discovered from local growers that those trees don't grow well in our area so I reached out by email at 8pm the same day to cancel the order. The company replied indicating I'd be charged a 20% restocking fee for the cancellation (or I could pick other items to be shipped). I indicated that no action had been taken on my order so asked why would I be charged a restocking fee. They said that's their policy and the manager I spoke with on the phone didn't care at all. The customer service at this business is the WORST. I never saw any policy about a restocking fee but even if I had, I wouldn't have assumed that I would be charged since it was within 2 hours. DO NOT ORDER FROM THIS LOUSY BUSINESS!!!! They truly don't care about their customers.

  Business response

  10/06/2023

  Order ********** was placed at 6:53PM on 9/21/2023. Customer did email Nature Hills requesting a cancellation of the order. Nature Hills responded with the cancellation options per our Terms of Service as posted on the website, and accessible from every page of the site. While we understand sometimes orders need to be cancelled for various reasons, our cancellation policy is in line with other companies within our industry. Nature Hills cancellation policy is not unique or unusual in any way from our competitors. We have placed this customers order on hold per the cancellation request, and will be cancelling this order per our Terms of Service.

   

  Thank you

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought four plants from Nature Hills Nursery. They were very unhealthy when they arrived. After 10 days, they are dying. However, the merchant refused to refund or replace the dying plants. I bought similar plants from another nursery, which look much much healthier. The merchant refused to acknowledge any problems even after I provided pictures showing the differences between their plants and the other plants I bought from a different nursery.

  Business response

  10/03/2023

  Customer placed order ********** on September 16, 2023. The order shipped in two shipments, one on 9/19 and the second on 9/21. The customer lives in zone 6 (New Jersey). The items the customer ordered include a Hardy Hibiscus and a Dianthus- both were purchased as part of a end of season BOGO sale. The plants are done growing for the year and are going dormant for the season, this was explained to the customer several times. We have requested the customer plant and ensure water needs are met. Fall is a great time of year to plant perennials. The plants are healthy and will establish if the customer plants and meet water needs. We have requested the customer implement our planting advice and keep us updated next spring, as we are positive all four plants (if provided proper care) will thrive.

   

  Thank you

  Business response

  10/10/2023

  There appears to be no new information to this rejection from the customer. As previously discussed- images shown on the website are of mature plants - The customer purchased perennial plants that go dormant for the season, at the end of the growing season. If planted (as we have requested) these plants will spend the winter establishing new roots in the customers landscape and produce nice healthy plants next spring. We are considering this matter closed at this time as the customer has elected to dispute this charge.

  Customer response

  10/12/2023

   
  Complaint: ********
  
  I am rejecting this response because: this merchant is unethical.  I am sick of them going around circle trying to sell me inferior plants compared with the plants from other nurseries.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  09/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 4- Pugster Periwinkle Butterfly Bushes on 8/20/23. On 9/6/23, I submitted a ticket asking for a shipment update. I was told they’d been notified of an issue with the crop on 9/5 and would try to source it in their network. On 9/11/23, I requested a refund and was told the order was in “ready to ship” status meaning it would ship any day. On 9/18/23, I hadn’t received the shipment info and requested a refund again. I was told because of the ready to ship status, they could not issue a refund. It is now 9/23/23, and I have not received the plants nor gotten a shipment update. Order #********** Pugster Periwinkle Butterfly Bush

  Business response

  09/25/2023

  Hello, We have reached both by phone and email to communicate our apologies for the misinformation that went out to the customer regarding this order. We have admitted our error and will be refunding the customer in full on this order. We have asked the customer to remove or update their negative review as we are resolving their issue. 

   

  Thank you

  Customer response

  10/01/2023

  
  Complaint: ********
  
  I am rejecting this response because it is now 7 days later and I have still not received my refund. Once I have received my refund, I will accept and delete the complaint. 
  
  Sincerely,
  
  ******** *****

  Business response

  10/03/2023

  We have tried to respectfully resolve this issue for this customer. The customer remains non-communicative with Nature HIlls. A refund was issued on 10/2. Nature HIlls is considering this matter resolved at this time. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 Perfecta Trifecta Butterfly Bushes from order ********** with Naturehills  .com. Their return policy is as stated as follows: Keeping this in mind, we are pleased to offer a full year of warranty coverage to our customers for up to 50% of the value of the plant purchased (equal or lesser in value to original purchase). Standard shipping rates will apply and no promotional offers can be used. I first interpreted this as meaning I would only 50% of my funds as credit. They said this was not the case as there is no actual monetary credit provided. This is not clearly stated in the warranty. The representative I spoke to said I would be able to apply the 50% to plant purchase. I then requested a plant for 50% of the value of the plants I purchased for no further costs they outlined to me that the this is not the warranty either. They are offering a 50% discount on the purchase of plants similar or equivalent in price and I would still be required to pay the balance of the funds owing. This seems like a practice of never ending out lay of money. After this experience of receiving these plants in a condition that no longer looked like they were alive. After following their instructions on how to revitalize their plants with no success. I wished to have the opportunity to cut my losses and be provided a monetary refund. Having to buy more plants and revisit this cycle seems like a money pit. I am requesting a full refund as other plant nurseries do within one year. I am feel this is fair after dealing with this whole deflating purchase experience. Picture of dead plant is those that are brown. Bought different plant online. Bought online plants from two other vendors. With no issues. There packaging was far superior to NatureHills  .com.

  Business response

  07/10/2023

  Customer placed an order for 2 Perfecta Trifecta Butterfly bushes- quart sized on May 5th. Customer received order on May 11. There was no communication from the customer until May 27, where the customer stated order arrived with "dirt falling off the roots". Per our Terms and Conditions Nature Hills strongly urges their customers to notify us within 48 hours of delivery if there are any concerns at delivery. Our resolution options are far greater then they are outside of that 48 hour notification window. In this case we were not notified until 16 days after delivery. Customer reached out again on June 19 stating he believed the plants had perished. Customer was approved for replacement assistance under the terms of the standard warranty (they did not purchase the paid warranty). Under the terms of the standard warranty up to 50% replacement assistance is provided towards a replacement plant, customer is responsible for standard shipping costs. Nature Hills offers replacement assistance only once under the terms of both the standard and the paid warranty.

  Customer response

  07/14/2023

   
  Complaint: ********
  
  I am rejecting this response because: I was trying to see if the plant would survive based on delivery and that assessment could not be accomplished in 48 hours. I have returned other plants recently due to failed growth. and all offer a full one year warranty credit option or store credit for the full amount. This appears to be industry practice. I would also accept a 50% credit. How their statement reads and how Nature Valley interprets are not consistent. 

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

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I filed a previous complaint a few weeks ago about part of my order not Arriving. They promised BBB and me they would send the rose immediately and I accepted the resolution and the file was closed. Its been two weeks and they have not shipped the rose. They falsely offered to get you and me off their backs and had no intention of sending it. So i want to open another complaint for the rose that I purchased and it was never shipped and the climbing rose that arrived dead on arrival. I jumped through all their 30 hoops and they conceded it was dead and they would send another one and they have not...again. I think this company has bad business practice and make false promises. Almost $**** of roses arrived in very very bad shape which means they left their nursery in very very bad shape and they have no intention of following through on their health guarantee. My next step is filing a fraud complaint on the FBI website and with my credit card for the $****. I want a refund because i do not trust after the "Fakeout" on my last complaint that they will send a replacements. They have no intention of sending replacements. They just say so to close the complaint out. Can I press charges for fraud of a BBB complaint that they promised resolution to and never fulfilled? My attorney says I can sue but told me first to contest the credit card charge. I dont believe anything this company says since they lied to me and the BBB. So no resolution from them but a refund is acceptable. And I wont agree and close the complaint out till I see the refund in my account.

  Business response

  06/15/2023

  We respectfully disagree with the customers assessment of the reship. We informed the customer a reshipment of the missing rose would be scheduled within 10 business days. The reshipment was scheduled on May 30, shipped on June 12 and delivered on June 14. We have fulfilled our commitment to the customer and are considering this matter closed.

  Customer response

  06/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  For the record, they did not ship the rose till after they got a call from the FTC and the attorney general in ********. Without those calls the rose would not have been shipped. Then they rush shipped the rose to me same day so that they could say in their response that they HAD shipped it. But I still don't have the replacement rose for the dead climbing rose upon arrival. I  provided all photos and proof of scract test to the nursery. They agreed it was dead and would send a replacement. Never did. 
  
  Sincerely,
  
  Julie *******

  Business response

  06/23/2023

  Nature Hills has concluded this matter to be closed at this time.

  Customer response

  06/23/2023

  
  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,
  
  Julie *******

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Wenatchee Apricot tree for $90.99 (plus shipping) on 5/23/22 and reached out to the company on 5/31 to ask about it again as there was no info regarding shipping. I was told it was ready to ship and being prepared. I finally received shipment notification on 6/3 and it arrived on 6/10. I immediately noticed significant bug damage and contacted the company with photos for replacement or discount on the order as I didn’t think the tree would make it. I was told the tree was healthy even though the leaves looked like tattered lace. At this point I should have demanded a full refund but I decided to try to get the tree healthy. But by fall it wasn’t looking any better and actually looked worse. This spring it never budded and I have a dead stick in my yard. I reached out again to Nature Hills and told them the tree, as suspected, didn’t make it and asked for a full refund. This has now been refused. The company says they will give me 50% off a new tree but I will have to cover shipping. I’m wondering if it’s even legal for the company to not fulfill what is essentially a contract. When I ordered from them my understanding was that I purchased a viable tree—they never fulfilled that because I have it documented that the tree never was viable. Aren’t they liable to at least replace it?

  Business response

  06/20/2023

  On May 23, 2022 the customer purchased a Wenatchee Apricot #3 container. On June 3, 2022 the apricot tree shipped and on June 8, 2022 the tree delivered to the customer. .On June 10, 2022 customer opened a customer support ticket citing concerns of "quite a bit of bug damage" -they did provide photos, which will be included in this response and labeled as * **** June 2 2022. On June 10, 2022 Nature Hills responded to customers concerns stating the plants look very healthy, and as we grow the fruit trees in an outdoor element similar to what they will be grown in at the customers location, insect damage may be noticeable, but with proper sun, soil and hydration the plants will do great. We further explained that we treat our plants prior to shipping (as required by law). The apricot tree was purchased for a zone 6 growing zone. The tree should have had a layer of mulch to protect the roots over winter, and been provided consistent access to water over the winter months. We cannot speak to the water aspect, but we can see based on the photos provided by the customer that mulch was not provided, and the tree was placed in a manner where it had to compete for nutrients and water with other plants. (Photo 2 included in this response labeled * **** May 2023). We did not hear back from the customer with any further complaints or concerns until May 15, 2023 when the customer reported the tree had perished over the winter. Nature Hills approved the standard warranty claim on June 1, 2023 upon receiving proof of perish photos from customer.

  Customer response

  06/20/2023

  The photos I sent on the 10th show considerable bug damage. All growing tips were completely gone. It was never going to survive no matter what we did. We were not told that the plant needed mulch. Normally that’s NOT recommended for fruit trees because it encourages bugs. The growth around it is only from this year. It was cleared out last year when we planted the tree. It died before there was any competition. We live in zone six, so that was not a factor and we purchased and wrapped the stem in insulated tree wrap before the first frost to protect it. The multiple unresolved complaints against this company should be enough to prove they are not a legitimate business. Their standard warranty ids to pay another 50% plus shipping for what will likely be another unviable tree. When I purchased trees shipped in from my local nursery and even big box stores like Walmart and Lowes they were twice as tall, didn’t have a single bug bite and are all thriving. 

  Business response

  06/26/2023

  Hello - the photos attached show some leaves with some small holes from prior insect feeding marks.  Our crops are grown outdoors and in the elements, so some tattered leaves at the end of spring when those leaves have been exposed to the elements for several months is completely normal and would not be a factor in leading to death-loss of the plant.  The customer could simply pick off the most affected leaves and do some very light pruning and aesthetics would have been fixed.   The customer explains our standard warranty option where we will allow up to a 50% credit toward a replacement purchase - shipping costs are on the customer.  This is outlined in our terms of sale and were communicated clearly to them by our staff.  The warranty is good for 1 year from the date of receipt.  That coverage expired on 6/8/23.  As a one-time courtesy, I will extend their warranty coverage length if they wish to utilize it.  I will extend it to July 31st of 2023 and no longer. We sent a live, viable and healthy plant exhibiting a perfectly appropriate appearance for that time in its seasonal growth cycle.

  Customer response

  07/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:  This tree was never viable.  Sadly my mother (who received this as a gift) took the photo.  I would have taken it against a blank background where you could see that ALL the leaves were yellow, dying and bug-eaten.  All the green you see in the photo belongs to other plants, not the tree that was sent.  I complained immediately that the tree was not in good shape and that should mean a full and complete refund or replacement at any legitimate business.  I’ve worked retail and wholesale my entire career and have never seen a business act like this before.  Normally it’s no questions asked, make the customer happy.  This business is a total scam and needs to be shut down before they harm anyone else.
  
  Sincerely,
  
  **** ****

  Business response

  07/07/2023

  Nature Hills posts our Terms and Conditions of sale on our website. Those terms can be accessed from every product page. We have been in business since 2001 as on online retailer of landscape material. We are very sorry we have reached an impasse with this customer but it appears that is the case. As previously stated, the photos attached show some leaves with some small holes from prior insect feeding marks. Our crops are grown outdoors and in the elements, so some tattered leaves at the end of spring when those leaves have been exposed to the elements for several months is completely normal and would not be a factor in leading to death-loss of the plant. The customer could simply pick off the most affected leaves and do some very light pruning and aesthetics would have been fixed. The customer explains our standard warranty option where we will allow up to a 50% credit toward a replacement purchase - shipping costs are on the customer. This is outlined in our terms of sale and were communicated clearly to them by our staff. The warranty is good for 1 year from the date of receipt. That coverage expired on 6/8/23. As a one-time courtesy, I will extend their warranty coverage length if they wish to utilize it. I will extend it to July 31st of 2023 and no longer. We sent a live, viable and healthy plant exhibiting a perfectly appropriate appearance for that time in its seasonal growth cycle

  Customer response

  07/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: the photos do not show a couple of wind-tattered leaves. The photos show a completely bug-infested dead stick. Had I removed all damaged leaves there would only be one or two left at the base of the tree. In addition, the company is falsely claiming that they grew this tree. That is incorrect. They simply facilitate the sale of plants (mostly unviable according to thousands of customer complaints online) that other nurseries grow. They have no idea what is going out to their customers because they are direct shipped from other nurseries. Had I known this in advance I would have never purchased from this business. I am not giving them another penny as I will likely be sent another inferior product that will not make it through the winter.
  
  Sincerely,
  
  **** ****

  Business response

  07/11/2023

  On the front page of the Nature Hills website we state very clearly - "We ship directly from the nursery to your door".  Unfortunately we are not clear on how this impacts or affects the customers original complaint. Nature Hills is now considering this matter closed.

  Customer response

  07/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: The company refuses to make things right and considers this closed.

  I will continue to review them negatively at every opportunity (as thousands of other former customers have) in the hopes that no one else will ever be scammed like I was.

  
  Sincerely,
  
  **** ****

• Initial Complaint

  06/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a tree from "Nature Hills Nursery" on May 22, 2023. They charged my credit card $****** on May 24, 2023. The Order #********** stated shipment by end of May. It is now June so I called. They asked for more time, which I do not have, so I asked for a refund. They say they have a **% restocking fee for something they have not shipped or even prepared for shipment?? I asked to speak with a manager and was told they would get back to me in several days?? They did not contact me with the delay or I would have more sympothy toward them. I believe this to be highly unethical on their part. 1. Why would they charge my credit card "prior" to shipment. Ethical companies do not do that. 2. Why is there a restocking fee for something they have not shipped or even prepared for shipment? 3. Why can a manager not call me back on the same day? I may end up having to take a refund less **%, but wanted to let someone know of their unethical practices. Dale ********

  Business response

  06/05/2023

  Customer placed order on May 22, 2023. The initial shipping window was listed as May 2023 -weather permitting.  On May 24, 2023 this item was updated to reflect a new shipping estimate of June 2023. As our inventory is live plants, and very dependent on the weather (thus the caveat of 'weather permitting') we also must adapt, in this case we are growing the Norway Maples in our ******* ********* facility. They have experienced an unusually cold and rainy start to spring and that did have a direct impact on our plants. If we ship plants before they are ready it could have a drastic impact on our customers success. 

  With regard to our practice of charging and collecting for an order prior to sending it, again- we operate off of a live inventory feed. We sell what we have inventory of -not pre-sales. Once a customer places an order those items are removed from the inventory and cannot be purchased by anyone else. We provide care for those plants until they can be shipped to the customer.

  Customer has reached back out to us as of today and has cancelled his order per the terms and conditions of sale. We believe this issue has been concluded.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 11 roses and only 10 were delivered. I’ve contacted the company and they are not sending me the last rose bush. They are stonewalling me with blah emails and busy work. Also, all the roses delivered were unhealthy and dying. I just want my last rose that I bought delivered!

  Business response

  05/26/2023

    Nature Hills has made repeated good faith attempts to remedy this issue for our customer, however, the customer has blatantly stated she will not provide us the necessary documentation which would have allowed us to remedy this issue expeditiously. Nature Hills remains committed to correcting the error -if one was made once the customer provides us the necessary documentation. 

  Customer response

  05/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: I provided all the photos they required. I just dont have the packing slip because it was in one of the boxes and after we planted all the flowers we burned all the boxes so not to take them to the dump. Yesterday they acknowledged receipt of all the photos I sent them.  I have proof of the email correspondence.
  Sincerely,
  
  Julie *******

  Business response

  06/02/2023

  On May 25, 2023 customer provided photos of all items received as requested. Customer confirms they were incorrect about which rose was missing and it was determined the Burst of Joy Floribunda rose was actually the missing rose. We request photos of all items received so that we can efficiently and logically makes assessments of any missing items and correct our error. In this case once we received the initial information requested, we were able to resolve the issue for the customer. We have scheduled the correct item to ship to the customer. We are considering this matter officially resolved at this point.

  Customer response

  06/02/2023

  
  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,
  
  Julie *******

*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. ↩