Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2025

  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 took advantage of a Buy One Get One Free promotion. I purchased a raspberry plant and a fig tree. The fig tree died within the time frame of the companys warranty. They however refuse to honor their warranty which states:We guarantee your plants will arrive alive and ready to thrive! If you're not satisfied after receiving your trees and plants, our ************** Guarantee covers your order within the first 365 days of your online order. We will provide a one-time store credit for the replacement cost that you can use on any of our products. Their warranty clearly states that they will provide a credit for the replacement cost of their plants. They claim that since the fig tree was part of a BOGO promotion, the replacement cost is $0. Please see the following copy/paste emails about the dead fig:Hi *****,Thank you for the quick response. The plant has a valuation of $0, we can provide you a store credit for the cost of the plant but it will also be $0.If you still have questions, feel free to contact us back or call us directly at **************.******,Plant Expert Please provide me where in your guarantee it states that you provide a store credit based upon valuation as opposed to replacement cost. If not, then Im asking you to please provide a store credit per your guarantee in the amount of the replacement cost of the Fig.A warranty, or guarantee such as Fast Growing Trees 1-Year ************** Guarantee is legally binding and will hold up in court. I can file complaints with the Better Business Bureau, and the AGs offices in our respective states, or you can choose to honor your guarantee as any legitimate business would do.Please honor your guarantee. **** Hi *****,Thank your for the quick response. The replacement cost of the plant is $0 because it was free so you were charged $0 for it and that's is the replacement cost as well.I can provide the entire email chain upon request.

  Business Response

  Date: 04/08/2025

  We have followed up and issued a replacement for the Little miss Figgy. This is processing for shipping today and you will get tracking shortly but please let us know if you need nay additional assistance. 

• Initial Complaint

  Date:04/03/2025

  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.

  I purchased 02 dancing in the dark rose trees from this company for $190.71. The first shipment came last week March 25th and the branches were completely broken off. When I called the company on that day I was asked if I wanted a refund if they couldn't replace it and I said sure that way I can buy them locally. I was then told I needed to submit a form to even have an opportunity to be refunded. No customer service number to contact to discuss. I received a response via email that they could only offer me a replacement so I said ok and asked them to ship these trees separately and not together. I was told that request was submitted. So on 02 April I received the replacement trees that were in such bad shape. I took about 9 pictures and called the company and in my email stated that I gave them an opportunity to make it right but they failed to send replacement trees that weren't completely broken and not able to be planted. I requested my money back but received an email stating I could only have e a replacement or a store credit. I lost all trust in this business as I gave them 02 chances to make this right and they failed. I feel it is only right that they refund the amount I paid back to my card. I've read their policies and dont see that they dont offer refunds. I feel I didn't get what I paid for and request my money refunded. You can see in the pictures that the branches are broken and no potting soil in the buckets it was all dumped out.

  Business Response

  Date: 04/04/2025

  We are so sorry your plants arrived damaged. We have issued a full refund for your order. Let us know if you need any additional assistance,

  Customer Answer

  Date: 04/04/2025

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

• Initial Complaint

  Date:04/03/2025

  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.

  I ordered 4 European Fan palms. I live in zone 8 which these plants are supposed to be hardy in zone 8. They did not survive winter. I reached out to the company within 365 days of my order. They advertise a survive and thrive 365 day guarantee however when I called them after they did not respond to my emails I was informed this was not in place when I did my order and they would not honor it. They said I would have had to purchase the guarantee that they now advertise as included with their plants. I feel certain I would not have spent so much money had I thought I didn't receive a 1 year guarantee on the palm trees.

  Business Response

  Date: 04/04/2025

  We are so sorry that your palms did not make it. We have issued store credit for the 4 plants that will come to your inbox but please let us know if you need any additional assistance.

  Customer Answer

  Date: 04/04/2025

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

• Initial Complaint

  Date:04/03/2025

  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.

  Plant arrived in poor shape. I informed the company. Plant dies a few days later. I informed the company. No response from company. I want money back. Thank you. $38.95 plus tax.

  Business Response

  Date: 04/04/2025

  We are so sorry your hydrangea did not make it. This item was valued at $38.95 however there was a coupon applied to the order so there was a discount of $3.89 on this plant and $2.45 in taxes so the total refund comes to $37.51. We have processed this. Please allow 3 to 5 business days for this to reflect back to your payment method on file.

   

• Initial Complaint

  Date:04/01/2025

  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 am filing a formal complaint against Fast Growing Trees regarding misleading advertising related to their 2-gallon wisteria vine. The companys website displays images of well-developed, potted vines in their nursery, which led me to believe that I would receive a similar plant. However, what I received was a bare root plant, which does not match what was advertised.Upon receiving the initial order, I contacted the companys customer service team to address this issue. They replaced the plant but could not confirm that the replacement would align with what was shown online, despite my providing photographic evidence of the discrepancy. The second plant arrived, and it too was a bare root, not the established, potted vine shown on their website.Additionally, nowhere in the product description does it state that a 2-gallon plant may arrive as a bare root rather than a potted, developed vine. This omission constitutes false advertising and misleads consumers into purchasing a product that does not match expectations.I am requesting that Fast Growing Trees either send me the product as it was advertised or issue a full refund. I believe this deceptive practice warrants investigation by the BBB, as other consumers may also be misled by their inaccurate product descriptions.

  Business Response

  Date: 04/07/2025

  We are so sorry the wisteria did not meet your expectations/. We have issued a full refund for your order. Please allow 3 to 5 business days for this to reflect back to your payment method on file.

  Let us know if you need any additional assistance.

  Customer Answer

  Date: 04/07/2025

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

• Initial Complaint

  Date:04/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered about $1000 worth of product from this site last week (March 26) but noticed after checking out that some of it was unavailable in ***** so I messaged them and asked for those products to be changed, They responded (March 27) and let me know it would have to be cancelled since changes can't be made to which i agreed. I received confirmation in that same email thread that the order was cancelled and my refund was being processed. I went ahead and ordered my plants from a local nursery instead and got those put ********, I got a shipping notification from Fastgrowing trees that my order had been shipped so I reached out to them for clarification. The response I got back was that I have to wait for the order to get to me and then returned in good condition before I can get my refund. Not only is that not remotely what I had been made aware of, but I am going out of the country tomorrow so can't guarantee anything with regards to the delivery and return. I was supposed to receive the refund this week and obviously have use of the money seeing as I had to reorder from the local nursery

  Business Response

  Date: 04/02/2025

  We are so sorry for the difficulties you had with cancelling your order. We are attempting to redirect the items that have shipped and we have cancelled the items that have not shipped. I went ahead and processed a full refund for your order. Please allow 3 to 5 business days for this to reflect back to your payment method on file. 

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for 20 trees 1-2 feet tall. The hard winter killed them and I was in constant contact with this business. They gave me a store credit because it was within a year. They told me maybe if I purchased bigger trees they would survive so we then placed an order for 40 trees 4-5 feet tall spending over $3,200.00. Again in contact and again was told they all died, however this time I didnt buy a warranty they said so no store credit will be given because this was a large order. To my knowledge because this was such a large order there was a year warranty! They now have a year warranty on all orders but because I placed an order before they implemented this they would not give a store credit. Their words not mine. We were prepared to order 60 trees of a different kind based off their advice however we feel swindled out of $3,200.00! This place charges twice as much for trees as other stores but we felt they were helpful and with the warranty we couldnt go wrong.

  Business Response

  Date: 04/02/2025

  We are so sorry that you trees have failed to thrive. We have reached out directly to provide assistance and have issued store credit for the trees so that you can reorder. 

• Initial Complaint

  Date:03/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Fast-Growing-Trees.com and was given a delivery window of March 28 to April 1. When the shipment arrived, I immediately opened the boxes and reviewed the shipping manifest only to find that the order was incomplete. One of the apple trees and both lemongrass plants were missing. At no point before shipping was I called or emailed to discuss this delay or offered the chance to modify, hold, or cancel the order. Instead, they sent it out without the full contents and let me find out the hard way by opening the box. I called customer service immediately and was told that if I wanted to cancel the backordered items, I would have to pay for the replacements upfront and then wait to be refunded later. That is beyond unreasonable. Customers should not be financially penalized because the company cant fulfill orders as promised. Even worse, the ***** lemon tree I received was nothing close to what was advertised. It was sold as a 34 foot tree, but what arrived was only 29.5 inches tall, and barely more than a twig with a few leaves on it. This is a blatant case of false advertising what I received does not match the product description or photos on their website. Now Ive been told the apple tree wont ship until April 14, and the lemongrass plants on April 4 long after the promised delivery window has passed. Fast-Growing-Trees.com seems perfectly content charging full price upfront, sending partial shipments without notice, and advertising trees that are significantly smaller and less developed than what they actually deliver. This experience has shown a lack of transparency, integrity, and respect for the customer. I would like this complaint on record and resolved. As a footnote...I've ordered from this company before and previous orders more than met expectations, hopefully this is a one off.

  Business Response

  Date: 03/31/2025

  We are so sorry for the delay in some items on your order as well as the condition of the Lemon tree. We have reach** out and assist ** with store cr**it for the Lemon but please let us know if you ne** any additional assistance. 

  Customer Answer

  Date: 04/04/2025

   
  I am rejecting this response because:
  
  
  While I appreciate the company refunding the lemon tree and allowing
  me to keep it, the issues have continued.  I used the store credit they
  issued to purchase a Lapins + Bing cherry tree combo. Unfortunately,
  the Lapins cherry arrived in nearly identical condition to the original
  lemon tree damaged, short, and almost entirely leafless, again not
  matching the advertised size or appearance. Also, the lemongrass plants,
  which were already delayed, missed the updated ship date of April 4th.
  When I called for an update, I was informed they wont be shipped until
  April 8th, with arrival now expected April 11th pushing the timeline
  well beyond the original delivery window of March 28April 1.  The
  remaining apple tree from my original order has also been pushed back
  from the ship date of 4/14 to 4/18.  I waited to respond to this
  complaint to give the company an opportunity to make things right with
  the remainder of my order. Unfortunately, this has not happened.  Its
  unreasonable to expect customers to continue accepting damaged or subpar
  products especially at a premium price and then to endure delay
  after delay without proactive communication.  Unless the company intends
  to replace the damaged Lapins cherry tree and ensure timely delivery of
  the remaining lemongrass and apple tree, I consider this issue
  unresolved.  For what its worth the Bing Cherry tree is beautiful.

  Business Response

  Date: 04/08/2025

  We have followed up and issued a replacement for your Lupins Cherry tree. 

  The Fruit Snacks Tasty Red Columnar Apple tree is a presale that is estimated to be ready for shipping the week of 4/14.
  
  We did check the status on the Lemon grass and that is not quite ready yet for shipping and we can cancel the item if you would like or if you would like to keep this on the order, we will monitor it closely and keep you posted on any updated.
  
  

• Initial Complaint

  Date:03/27/2025

  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.

  I had believed I was a valued customer of **********************, having spent nearly $1,000 as a residential customer over the past year. However, I have been struggling to get two of my purchases replaced and have encountered significant difficulty throughout the process. I would have preferred to speak with a representative to resolve this issue, but when calling customer service, the automated message states that warranty inquiries can only be handled via email. Since the beginning of March, I have been trying to obtain a refund for my purchases. I originally reached out requesting a warranty replacement for the Bloodgood Japanese Maple and the Lemon ***** ****. After numerous back-and-forth emails with multiple representatives, I was ultimately told that because I have two accounts, my purchase was made in March, but the warranty policy did not start until April. This is unacceptable, especially considering my history as a loyal customer. I am requesting a full refund for both the Bloodgood Japanese Maple Tree and the Lemon ***** ****.

  Business Response

  Date: 03/31/2025

  We are so sorry your Japanese Maple and ***** Lemon did not make it. It does appear your first order was placed without including the One Year Warranty. We apologize for any confusion this has caused. As a one time courtesy we have honored the warranty policy for your first order and issued a store credit for the Japanese Maple and ***** Lemon which will come to your inbox. Let us know if you need any additional assistance. 

  Customer Answer

  Date: 03/31/2025

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

• Initial Complaint

  Date:03/20/2025

  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.

  Fastgrowing trees advertise Alive and thrive guarantee up to ********************************************* due to deer damage for deer resistant advertised (on the site and feature of the plant) company refused to refund about $150 for 6 bushes. That seems false advertising.Additionally, the only reviews on the website they allow to post are 5 star reviews - totally skews their unthoughtfull customer service.

  Business Response

  Date: 03/21/2025

  We are so sorry that your trees perished due to deer. Unfortunatly our Warranty does not cover damage caused by wildlife. We have reached out directly to follow up and agreed to honor the warranty for the 6 trees that have perished and can issue replacements if you cover shipping or issue a store credit for the price paid for the plants. Let us know if you need any additional assistance.