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:12/04/2024

  Type:Sales and Advertising 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 purchase 13 trees and one died. When the trees arrived, the boxes were a complete mess. They were not in their pots and not properly packaged. When I requested a replacement, I was told that I had to pay for shipping again. I simply want the tree that died sent to me. I am not paying for shipping twice.

  Business Response

  Date: 12/05/2024

  We are so sorry that one of your trees did not make it. Our One Year Warranty does cover a one time replacement however it does not cover the taxes or shipping for the replacement plant. Once payment is processed for the shipping and taxes a replacement order will be created and ship on the next scheduled shipping date. We have attached our terms of service. 

  Customer Answer

  Date: 12/05/2024

   
  I am rejecting this response because: I contacted the company when I received the trees in the damaged boxes and was told to see if they survived. I was told they would be replaced at no cost to me if the damage from shipping killed the trees. One tree did not survive from this damage. Had I been informed that I would be made responsible for the taxes and shipping if I did not return them within 30 days I would have refused the shipment. Bottom line I was sent trees I had to nurse back to health because they were not packaged properly and one died it should be replaced at no cost to me. 
  
  

  Business Response

  Date: 12/06/2024

  We are so sorry one of your plants has perished. Unfortunatly we are unable to waive he taxes or shipping cost for replacements issued under our warranty. We have sent an email with an invoice for the shippingcost under our Warranty policy. 

  Customer Answer

  Date: 12/06/2024

   
  I am rejecting this response because:

  This is the same information you gave me before. I contacted you when the plants were damaged and was not told that I wouldn't have to pay shipping or taxes to have them replaced. I received them damaged and contacted you and was told they would be replaced at no cost to me if they died. And now you were not honoring your statement.

  
  

  Business Response

  Date: 12/09/2024

  We are so sorry, our Terms of Service state that replacement plants shipping and taxes are not covered under our Guarantee and Warranty. This order did qualify for free shipping at checkout and there was also a 30% discount applied. Unfortunatly we are unable to waive the shipping on replacement plants issued under these policies. I have attached a screenshot of this order as well. 

• Initial Complaint

  Date:11/30/2024

  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 bought two trees from this company in April. They came with a guarantee.The company says to contact them with any issues and theyll replace the trees within one year of purchase.These trees have serious root rot issues due to a fungus. Weve spent so much money treating the root system, replacing soil over and over, and both trees were not salvageable. I contacted the company for a refund or replacement. I gave them photos of the plants, and not only did they not offer the replacement that they advertise constantly, they offered me a coupon for a lower discount than the one theyre offering publicly currently.Why would I buy more trees at a more expensive price than other people are currently paying after they sold me terrible quality products and didnt stand behind them?They said they wont honor the guarantee because I ordered the trees in February and their one year guarantee didnt start until April. But I didnt even GET the trees until April!

  Business Response

  Date: 12/02/2024

  We are so sorry your tree has failed to thrive. The Free One Year Warranty is a new promotion that begun in late April of 2024 and Unfortunatly does not apply to orders placed prior to that time. 
  At the time of your purchase, our orders were covered under a standard 30 day guarantee and the optional One Year warranty was offered to be added at a small cost at checkout. It does not look like the One Year Warranty was added to your order that was placed 2/29/2024 so this would only be covered under our standard 30 day guarantee. We sincierly apologize for any inconvenience this has caused. 

  Customer Answer

  Date: 12/02/2024

   
  I am rejecting this response because:

  
  There is no resolution offered, and the trees didn't die in 30 days. They died slow,ly as caused by root fungus. 

  You offer no resolution, not a credit, refund, or a discount on another order to remedy the situation. 

  After your customer service insulted my intelligence by offering me a 10%off coupon which was LESS than the currently advertised promotion, give me a break! 

  What a scam company.

  Business Response

  Date: 12/03/2024

  We are so sorry, our Terms of Service were updated on April 25th of 2024. This order was placed  2/29/2024 and during that time the warranty was optional to add on at checkout for a small fee. It does not look like the One Year Warranty was added to this order at that time. Unfortunatly this order would not be covered under our One Year Warranty and is only covered under a standard 30 day Guarantee. We have attached a copy of our Terms of Service prior to the April 2024 update. We sincierly apologize for any inconvenience this may cause. 

• Initial Complaint

  Date:11/22/2024

  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 $1546 worth of plants. I have seen on the website under facts and on the himne page that they offer an "Alive and thrive 1 year guarantee" It further states on the website: "Each item in the customer's order is eligible for a one-time replacement. Orders placed over the phone include a 30-Day Guarantee that can be upgraded to a 365-Day Guarantee for an additional fee."I purchased on-line andnot over the phone. Today I contacted customer service agent ****** told me that was an add-on that I did not check when I checked out. I am not sure if that was thwir or not as the website has changed. She said their is nothiing they can/will do. Now I have 5 blueberry and 9 large trees that are dead, basically half my order.

  Business Response

  Date: 11/23/2024

  We are so sorry your plants have perished. The Free One Year Warranty is a new promotion that begun in late April of 2024 and Unfortunatly does not apply to orders placed prior to that time. 
  At the time of your purchase, our orders were covered under a standard 30 day guarantee and the optional One Year warranty was offered to be added at a small cost at checkout. It does not look like the One Year Warranty was added to your order that was placed 11/22/2023 so this would only be covered under our standard 30 day guarantee. We sincierly apologize for any inconvenience this has caused. 

  Customer Answer

  Date: 11/23/2024

   
  I am rejecting this response because: I don't remember seeing this but of course I can't check now. Every major business offers a one-year warranty on live plants. Within 30 days you would never typically notice anything on a healthy life plant. I think most serious people would add a guarantee free or charged to that large of an order. I know that if I had noticed that I would have gone to my local Box Store.
  
  

  Business Response

  Date: 11/27/2024

  We are so sorry, our Terms of Service were updated on April 25th of 2024. This order was placed  11/22/2023 and during our BOGO promotion and during that time the warranty was optional to add on at checkout for a small fee. It does not look like the One Year Warranty was added to this order at that time. Unfortunatly this order would not be covered under our guarantee. We have attached a copy of our Terms of Service prior to the April 2024 update. We sincierly apologize for any inconvenience this may cause. 

  
  

  Customer Answer

  Date: 11/28/2024

   
  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:09/14/2024

  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 21 arborvitaes that arrived half dead and were extremely small. Not even close to the size that I ordered. I've requested a refund and the company has refused to do anything. These plants are not the size that I ordered and are going to take years to grow to be the size that I purchased.

  Business Response

  Date: 09/16/2024

  We are so sorry your order was not satisfactory. We have reached out and provided a refund for your order. Let us know if you need any additional assistance. 

• Initial Complaint

  Date:09/03/2024

  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.

  The plants they sent are unhealthy. They looked almost dead. I took care of them and did all I could. They didn't last. The company promises a warranty up to a year. No response from the company. I am requesting a refund and no further contact.

  Business Response

  Date: 09/05/2024

  We are so sorry your roses were not as expected. We have reached out directly and provided a refund under our guarantee. Let us know if you need any additional assistance. 

  Customer Answer

  Date: 09/05/2024

   
  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:08/31/2024

  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.

  Bought product on a promotion bogo. This was the only reason I purchased the trees for over 500 if because I got 8 trees. Unfortunately 4 of the 8 died and were not fully replaced because they said they are not covered under a warranty however that was never expressed or explained during the purchase.

  Business Response

  Date: 09/03/2024

  We have reached out directly and provided replacements for 1 additional Peach tree and 1 Plum Tree. You will get tracking once shipped.
  
  

  Customer Answer

  Date: 09/04/2024

   
  Better Business Bureau:
  If the company actually provides the replacement, recent message said they reached out directly however I have not heard from them. So if they fulfill the obligation the below statement is true. 
  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:08/28/2024

  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.

  Ordered over $1200 worth of trees including Thuja Arborvitae - 6, 2 ****************** trees, bamboo in March.All Arborvitae are now sickly; 2 clearly dead. Followed FastGrowingTrees (FGT)Website instructs for filing claim for 2 lost trees. That was early June. No response, no email, no call despite repeated efforts by me at Resolution. Now the 2 ****** are tall but sickly! FGT warranty just worthless Words. FGT is a fraudulent ripoff

  Business Response

  Date: 09/05/2024

  We have followed up with ***** and have issued replacements for the two trees that have perished and provided information got further assistance if needed.

• Initial Complaint

  Date:07/19/2024

  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.

  Bought 2 cherry trees from Fast growing trees and the items arrived damaged. Both the trees broke in half. Contacted customer service, he reply to give credit or ship a replacement. But I dont want to get the item from this business anymore and going to buy somewhere else and wanted refund. After I reply back said I wanted refund, the customer service never replied back.

  Business Response

  Date: 07/20/2024

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

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising 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 a citrus tree online from Fast-Growing Trees LLC in May which was listed as in stock, estimated to ship within 5 days, and a citrus tree kit. My card was charged that day. After 1 week of no tracking notifications I contacted fast growing trees LLC costumer service and was told the tree is out of stock and that I pre-ordered a tree with an estimated ship date in 2-3 weeks. I chose to continue to wait. After 2 weeks, I recieved an email reporting a delay and that the new shipment would be sent by July 1. On July 8 I contacted the company again as Ive had no update or information from them. The online customer service informs me that the tree is out of stock until next spring but they can upgrade to the bigger size at no additional cost and it will ship in 2 weeks. They could not provide any paper trail of this upgrade though when asked (email or update my order on my account). The citrus tree kit has not been out of stock however I did not receive this item either even though it also said it will ship within 5 days of your order. I called costumer service to clarify since the online chat was not answering any questions about the citrus kit delay. On the phone, customer service exclaimed there are no ******************** available (no larger tree/upgrade as online customer service claimed) and confirmed the citrus tree kit has remained in stock but would ship with the tree. I paid for an order that claimed to ship in 5 business days then got no response from the company until I reached out. Now, 2 months later, *** had no response to inform me of the product delay until next spring nor have I received the in-stock growing kit and I am very concerned that this business is a scam, collecting money for products it has no intention of sending. I requested a refund and am waiting for this to appear on my account which may take several days. Had I not reached out they would have kept my money without providing the items, ie: despite the kit being in stock since May.

  Business Response

  Date: 07/10/2024

  We are so sorry for the delay on your order and thank you for the feedback. since we sell live plants, we do have to check quality prior to shipping and will not ship out anything that is not up to our standards.
  We iddued a refund on 7/8 which will reflect back to your account within 3 to 5 business days and can offer a 30% discount code if you do wih to order again in the future. 
  Let us know if you need any additional assistance.

  Customer Answer

  Date: 07/10/2024

   
  I am rejecting this response because:
  A delay of 1 year is not acceptable especially when it is not communicated to the buyer and the online listing was in stock, ships within 5 days. If the stock is that unpredictable, then this would further support my suggestion that no money is charged until the item ships. If part of the order is in stock, and money is exchanged, then that portion should be shipped out ahead or the money should not be collected until it is shipped. 

• Initial Complaint

  Date:07/05/2024

  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.

  Ordered trees and received 3 blue spruce damaged and in terrible deformed state.Tried talking to customer service for a long period.

  Business Response

  Date: 07/10/2024

  We are so sorry your plants failed to thrive. Since plants are perishable products, we are unable to guarantee our plants past one year from delivery. As a one time courtesey we have issued a store credit in the amount of $134.93 for the plants that have perished.