ComplaintsforK Van Bourgondien

• Initial Complaint

  02/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1/10/24 ordered 5 sets of bulbs and fertilizer for 140.00. Received confirmation shipping last week of January. Prior to shipment the shipping date was moved forward. I called and asked when the ordered would be shipped and adjustments to make account. Again order was pushed back I called again asking.why the agent said she would contact shipping to send my order. Again nothing ordered pushed back because one of the items were not available so I asked order to be sent without the one item and ship as soon as it became available. The agent said she would send a priority request to shipping. Maybe three days later I received an email order was being shipped. This is now the third phone call trying to get my order. Bulbs are quite sensitive to timing and climate so prioritizing insures first pick of the bulb stock the highest quality. Now on the 23rd of February the order was shipped the 24 said it reached Ohio. Been sitting in Ohio for seven days. I was told today shipping takes 7 to 10 days this is not the first delivery as promised on the website. The other problem is website says they should only be stored up to 14 days in the right conditions. Now I would get product that is substantially degraded and product viability in question. I was left no assurance they would check with the shipper, send new product, or adjust invoice for inconvenience. I asked to speak with a manager several times, they are either unavailable, in a meeting or justifying why your need to speak with a manager. This business practice is deceptive and unreliable.

  

  Business response

  03/01/2024

  Hello,

  I hope this message finds you well. I wanted to inform you that the order placed on January 10, 2024, for ****** ******* has been shipped. It's important to note that the provided dates for *** ******* are estimated shipping dates and may be subject to changes, given the nature of the items involved.

  The order was split into two parts. The first portion (***********) was shipped from our warehouse on February 23, 2024, and the second portion (***********) was shipped on February 29, 2024. We kindly ask for your understanding, as once the items leave our warehouse, we recommend allowing 7 to 10 business days for delivery.

  I want to assure you that we stand behind the quality of our products. If, for any reason, they do not grow as expected, we have a guarantee in place. I'll personally monitor this order, tracking it with FedEx. If the items are not delivered within the specified 10 business days, I will take the necessary steps to issue the appropriate credits in accordance with our policies.

  Thank you for your understanding.

  Warm regards,

  Michaela

• Initial Complaint

  01/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company uses misleading advertising. They rate their plants based on zone compatibility, making it seem like plants will survive winters in those areas, but then the fine print says to lift those plants and store them inside for winter. I'm sorry but a plant is not zoned correctly if you have to bring it indoors in the winter. If this were OK, then companies could advertise tropical plants as zoned for ******, just lift them before winter and bring them indoors. That means all plants are safe for all zones, just have a mobile garden. Sorry that is not the purpose of zoning guidelines. Please stop being deceitful in your advertising.

  

  Business response

  01/24/2024

  Hello,  

  We strictly adhere to the national hardiness zone system, and for this particular customer, their hardiness zone is 7B. Occasionally, certain zones may experience cold snaps. In such cases, we may recommend that specific items be dug up and stored indoors. This could be in a box in a garage or basement, as extreme temperatures may adversely affect certain plants.

  
  All the necessary details regarding this are meticulously outlined in our catalogs and on our website. Should the customer require assistance or guidance in selecting perennials that best suit their needs, they can reach out to our customer service at ###-###-####. We are more than happy to provide support in finding something suitable for them.

  
  Kind regards,

  Michaela W

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid K Bourgondien $147 in May 2023 for 45 iris bulbs and received one box marked "2 of 3" the first half of September 2023 but the other 2 boxes never arrived. I have a fedex delivery photo showing only one box on my porch but K Van Bourgondien's accounting shows the entire order was complete. I called to complain around Sept 20 and the agent told me they'd ship 2 replacement boxes immediately and would send an Email confirmation which they never did, and the other iris never appeared. I just contacted them again and now they say the bulbs are unavailable but they'll send a future order certificate for $100 instead. I want a refund, not a certificate. Based on their sloppy and/or unscrupulous business practices, I don't want to do business with them. I expect a refund for undelivered goods which they appear loathe to honor. I see a lot of other customers have reported similar issues to BBB. Thanks for you help.

  

  Business response

  10/05/2023

  Hello,

  
  Please be advised that the customer was informed by email that they will receive a full refund for a total of 106.09.

  
  Kind regards,
  Michaela. W

  Customer response

  10/05/2023

  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. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased several items from this company including some pricey hostas. None of the plants came up. No sign of life at all. When I contacted the company they say they don’t have me in their system yet they send me catalogs regularly.

  

  Business response

  05/30/2023

  Hello,

  The customer was advised by email that they have been refunded a total of $70.44 for the items that did not grow. Also provided the customer with an in-house credit that they may use towards their next order and advised that this credit will not expire.

  Kind regards,
  Michaela. W

• Initial Complaint

  04/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order using my Pay Pal account for an order of $104.08 for 20 Assorted Hostas and 20 assorted Lilies. I never received a conformation email, but my Pay Pal account did sent money. When I called the foreigner who answered my call found no orders for me at all. I have an account number given to me by the company #********. After some thought I thought that perhaps because I had ordered through their posting on FB it may have been a scam so I contacted PayPal and disputed the payment. I then went directly to their website and attempted to order again, only this time I only spent $40.+/-. Still have never received a conformation of this order either so now I am out over $140.00!!! I really should have known it was too good to be true but thought it was a reputable firm!

  

  Business response

  04/27/2023

  Hello, unfortunately the order in the amount of $104.08 did not import into our system. We see the dispute has been filed with PayPal, and we have accepted the dispute due to our error. PayPal currently has the funds on hold- We are unable to release those funds, PayPal is responsible for doing so. PayPal Case I******************** Transaction ID:
  *****************. Order *********** in the amount of $46.65 placed on 4.23.23 shipped on 4.26.23 to the following address: *** ******** ***** *** *******, ** **********. You may choose to track this order via FedEx with the following tracking number *********************** The estimated delivery date for this order is Friday 4.28.23, by end of day. 

• Initial Complaint

  03/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I called before placing my order for $147.28. I am beginning a business that would include the sale of forced bulbs. I wanted to be sure my order would ship immediately, as I needed a good turn time for my purchase. I was assured my bulbs would ship immediately. It did not. Further, it has shown packed and ready to ship on their site for more than a week. I called today and was told that indeed it is packed in a box waiting to be shipped. So my bulbs have been packed for more than a week, and sit there when I was told before purchase that they would ship immediately. I am now told they will ship in three or so days. I don’t like being told my bulbs would go out immediately and after purchase, weeks later, they are sitting in a box packed to be shipped. It is dishonest business practice to promise something and then not deliver on that promise. Also, the “latest ship by date” on my order details page has now been exceeded, so in writing, they “say” one thing and “do” another. I am quite frustrated and since this is my new business, I won’t have the products to sell at the time the festival comes. I didn’t order elsewhere because I counted on what these people said. In business, it matters, and when it costs me business, it really matters. I am very disappointed and frustrated.

  

  Business response

  03/07/2023

  We do apologize our team member provided wrong information to Ms. ******* regarding when orders ship. Our normal processing time is 7-10 days, we have taken this opportunity to remind our team members of our shipping policy when dealing with live goods. I have attached the tracking information for Ms. ******** order, number *********00, the order is currently scheduled to be delivered on 3.8.23 by the end of the day. In addition a full refund in the amount of $147.29 has been issued to Visa ending in **** expiring 05/24. Ms. ******* should keep the order as a portion of our apology for providing wrong information. We kindly ask Ms. ******* to allow 7-10 business days for receipt of this credit. Should she have questions regarding this credit she may reference credit memo number **********

• Initial Complaint

  10/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order *********** $236.81 The company is refusing to follow their own guarantee. I spent a fair amount of money through them on flower bulbs. And also two bags of fertilizer. But then it seems that the fertilizer attract raccoons which eat most of the flower bulbs. I have planted similar bulbs from their company in the same flower bed before using straight bonemeal for the fertilizer, and didn’t have a problem. The only difference here was the fertilizer they sold me. Their company policy under returns on their website says that if you’re not satisfied with your purchase they will issue you a merchandise credit. And the live chat representative said if the flowers do not grow, they will also give you a credit. Obviously these bulbs will not grow. And it is their faulty product which caused that. But when I told the rep about the situation, she said it does not apply to my situation. I would like a replacement of these flower bulbs - immediately - to plant during this fall season. If it is not possible to replace them before the ground freezes in Iowa in 2022, I want a full refund.

  

  Business response

  10/24/2022

  *** *******,

  Thank you for your correspondence, our fertilizer is an all natural product and should not have anything specific in it that would attach Raccoons. I have forwarded your complaint to our Master Gardeners for review and have issued a reshipment of your order, the new order number is ***********.

  Sincerely,

  Kim J*****
  K Van Bourgondien

  Customer response

  10/24/2022

  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. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I'm trying to file a complaint against k. van Bourgondien Dutch Bulbs Company of Cleves, Ohio. On 17 April 2022, I cancelled an order I had placed with them for $31.99 earlier that day and requested a full refund of that amount to be returned to my **** account. On 29 Apriln 2022, I received an e-mail from them contending that they were not able to credit my **** account but would have to issue a refund check, which should arrive by mail at my home address at **** ******* **** ** ************ ** within 10-14 business days. It is now 21 July 2022--nearly 4 months after the order cancellation--and I still have not received the refund they claim they mailed. I have called their Customer Support number several times and have been assured that the check was on its way. Still, I have received no check. Most recently, I sent them an e-mail with a copy via USPS, requesting that they mail the refund to me via USPS Priority Mail, with appropriate tracking numbers to track that delivery. Nonetheless, I have received no response from them, either via e-mail or phone. Although the amount of the refund is relatively small, I am mainly concerned about the failure of their billing and accounting department to process my request in a timely fashion. I am therefore turning to you folks at the BBB to help me resolve this problem.

  

  Business response

  07/22/2022

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

  Thank you for your correspondence, the first refund check was mailed out on 05/12/2022, we were notified that you did not receive it and we voided that check on 07/08/2022. A new refund check was processed and mailed out yesterday (07/21/2022). I apologize but there is no way to send it with tracking as it is already sent by USPS. I am including a copy of your account showing the the new check number and date information.

  Customer response

  08/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I received the promised check.
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order for Hibiscus on 4/30/22 still have not received the item, I waited patiently till after 5/20 when they stated they would be ready. Never received a tracking number and little to no responses to my emails. I have since emailed and reached out to the company multiple times now for a refund but they refuse. I had higher expectations given the size of this business, I'm sure they'll claim they're short staffed or supply chain woes HOWEVER that is not my problem and said business really shouldn't be advertising things they cannot fulfill. Order # *********** Account # ********

  

  Business response

  06/09/2022

  *** ********,

  Thank you for your correspondence, your order shipped out on 06/01/2022 and FedEx tracking shows it will deliver by end of day today, 06/09/2022. If you have any issues with your order please reach out to customer service and we will be happy to issue you a reshipment or credit.

  Sincerely,

  Kim J*****
  K Van Bourgondien

  Customer response

  06/15/2022

  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. 
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with K.VAN BOURGONDIEN order number *********** on February 21, 2022. The order amount was $122.93. K.VAN BOURGONDIEN keeps pushing the shipping date further and further away. It's now approaching 4 months since I placed the order. Yet, still no confirmed shipment date for the flowers that I ordered. My complaint. K.VAN BOURGONDIEN takes the payment for the order immediately, then never ships the products ordered.

  

  Business response

  06/06/2022

  *** *******,

  Thank you for your correspondence, I apologize for the delays in shipping. I reviewed your order and there is still one item on backorder and expected in around mid June. I forwarded the order to our warehouse to get the available items shipped out now and upgraded the shipping for you, the available items should ship this week.

  Sincerely,

  Kim J*****
  K Van Bourgondien

*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. ↩