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Business Profile

Lawn and Garden

Moss Acres

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/18/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 live **** in late August 2025. Moss Acres acknowledged my order and charged my credit card on 8-25-25. . 3 weeks passed and my order was never shipped I called repeatedly (at least 7 times and sent several messages asking for an explanation Moss Acres failed to respond to every inquiry. Finally I informed my credit card company that I suspected that I was swindled and asked them to refund my money

  • Initial Complaint

    Date:08/02/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Purchased a bag of **** shake on 7/10/25, my card has been charged. I have an order number and confirmation email. Still have not received shipping information nor received product. I have called twice, left multiple messages via online form, their chat on their page etc with zero response other than one blanket statement from an automated system. My order was only about $46 but that's a lot of money to me and I really do want the product. I'd like my product or for my credit card to be refunded so I can get **** elsewhere.

  • Initial Complaint

    Date:06/17/2025

    Type:Sales and Advertising Issues
    Status:
    Unpursuable
    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.
    It took over 2 months to ship my order and it came incomplete. The business is completely non responsive : they do not pick up the phone, answer emails or text messages. They answered one email and then claimed via text that they never received my other emails.. They also responded once to a text and then stopped when I asked to return part of my order that came 2 weeks after the main order and included parts I could no longer use !

  • Initial Complaint

    Date:05/26/2025

    Type:Product Issues
    Status:
    Unanswered
    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 **** from this company a month ago on April 28th, They charged my card and have not fulfilled the order. They don't answer email, phone, text, or DM. I would like a refund of my money.

  • Initial Complaint

    Date:05/22/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    On 5/7/2025 I purchased products through this companies website for $152.00.I have received no products and have tried to contact the company on multiple occasions to get an update with no response. I just want a refund, but I can't even get someone to process that for me because no one will respond.

  • Initial Complaint

    Date:05/07/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 $821.87 of **** products (Sun Tolerant **** Clumps - Bryum Caespiticium) in May 2024, and never received the product. I repeatedly followed up, and finally got a response from their CEO, *** ********, only once, saying "This **** is in extreme high demand with a short supply we are harvesting and shipping it out as fast as we receive it. There is a back order we should be able to get your order out with our next batch" - and then they never sent it, and never responded to repeated requests for a refund. I was scammed of those funds and am incredibly disappointed by this service issue. REFUND ME! AVOID!!!!

  • Initial Complaint

    Date:05/04/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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: April 13, 2025 What the business committed to provide you: Sheet **** - Hypnum imponens - 10 Sq. Ft. 1 Select Variant: 10 Sq. Ft.$59.95 ****-Tac "**** Adhesive" Helps Transplanted **** Succeed - 25sqft 1 size: 25sqft $14.99 Subtotal:$74.94 Discount:-$11.24 Shipping:$14.95 via Ground Payment method:Credit Card Total:$78.65 Nature of dispute: I have not received my items from Moss Acres. They have not shipped Whether or not the business has tried to resolve the problem:I have called and left voicemail, emailed, and sent them a message through the messaging app on their website, but Moss Acres has been completely unresponsive to my inquiries.

  • Initial Complaint

    Date:05/01/2025

    Type:Delivery Issues
    Status:
    Resolved
    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: 3/8/25 Amount of charges: $40.95 Purchased: Live **** Pack - 1.25sqft 1 Nature of Dispute: I have contacted the business and there has been no communication on sending this order The business has made no contact with me and there are no updates on the order page and no updates sent via email.

  • Initial Complaint

    Date:10/02/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 confirmation received from Moss Acres on 8/26/2024, order number ***** Moss Acres said it can take up to 1 week to receive my order 9/5/2024 - Emailed Moss Acres that I didn't receive my order 9/6/2024 - emailed Moss Acres about not hearing back from them about my order 9/6/2024 - Moss Acres responded that the shipment is being inspected by local government 9/13/2024 - emailed Moss Acres about still not receiving my order 9/16/2024 - emailed Moss Acres about not hearing back from them about my order 9/17/2024 - emailed Moss Acres about not hearing back from them about my order and informed them that *** would not talk to me about the shipment and would only talk to person that sent the shipment 9/18/2024 - Moss Acres finally responded and said they would look into it, but never got back to me 9/23/2024 - emailed Moss Acres about not hearing back from them about my order 9/25/2024 - Emailed Moss Acres to inform them that I would like to cancel the order and get my money refunded 9/25-current - Moss Acres has ghosted me and will not respond

  • Initial Complaint

    Date:07/22/2024

    Type:Product Issues
    Status:
    Unanswered
    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 an order with this company for **** and quickly realized I needed a different type, not the living **** I accidentally ordered. Initial correspondence with the company CEO was fine. He said he would send me a return label and refund as soon as it was received. 4 days later the tracking number showed delivered. ***, the CEO, informed me that their systems had changed so my order could no longer be found. We at that point agreed he would zelle me the refund of ***** for order *****. I provided my information for ***** but never received anything, since then I reached back out to *** with several emails, dozens of Texts and several phone calls where I left messages. I informed *** this was unfortunately my next step and still have yet to receive a response. We are now having to try and dispute this through our bank.

Moss Acres is NOT a BBB Accredited Business.

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