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:03/31/2023

  Type:Product 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.

  Order number **********. On 7/5/22, I bought a Korean Lilac Tree from FastGrowingTrees. When order was received at my home, I found that the tree was stressed and had lost several of its leaves. Since it was late in the year, I went ahead and planted tree in hopes that it would revive and continue to grow in the springtime. The tree has not budded this spring and after talking to FastGrowingTrees they suggested that I do a scratch test on trunk to see if it was green or not and I found that the truck was brown indicating that tree was dead. So, I called FastGrowingTrees and shared my dilemma to see if the company would either give me a refund or send out another tree replacement. I was informed that I would have to give them another $50.00 before they could help me, I originally paid $139.97 for this tree, and it has not been a year from being purchased. I know that ********** and Lowes will give you replacements if your landscape items die prematurely so I don't believe I am asking for anything un-reasonably. Sincerely,*********************

  Business Response

  Date: 04/01/2023

  We are so sorry to hear your Korean Lilac Tree arrived in poor condition. We do cover our plants under a 30 day Alive and Thrive Guarantee. We just request notification of health concerns with the tree on arroval so that we can assist as needed. We do understand your frustration with the one year warranty being an optional add on at checkout. As a one time courtesye we have issued a refund for the Korean Lilac tree and you will see this reflect back to your payment method on file within 3 to 5 business days but please do not hesitate to reach out with any additional questions or concerns. 

  Customer Answer

  Date: 04/04/2023

   
  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:03/30/2023

  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.

  website advertised 1-2 day shipping, item estimated to arrive 4 days later. chatted with site representative and she disconnected with me when i complained about false advertising.

  Business Response

  Date: 04/01/2023

  We have reached out to the customer. While we ship within 1 to 2 days of an order being placed, the average transit time is based on location. Our shipping time frame can be found: ***************************************************************************************. Due to the inconvience in the delay of shipping we have agreed to waive the shipping cost issuing a refund. Please let us know if you have any additionla questions or concerns. 

• Initial Complaint

  Date:12/02/2022

  Type:Delivery 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 an online order on 11-24-22 and it arrived today 12-1-2022. I ordered a snake plant, fertilizer and pot. Paid $74.92. I was beyond disappointed when I opened the box. Everything had been thrown in there carelessly. The fertilizer a miniature size and looked like it was returned/ dirty , the pot also with dirt and the plant did not look healthy. It had holes torn leaves bent edges. It looked like its rotting. Called customer service only to be told to wait three weeks, I dont see how a plant that is dying and broken could change . I definitely will never buy from them again. The reviews on their website are great, I am wondering if they are truly reviews from actual customers. I just feel like I was robbed. The photos dont show how bad the plants condition is.

  Business Response

  Date: 12/02/2022

  We are so sorry your order arrived damagd. We have issued a refund under our ***************************************************************************************** concerns.. 

  Customer Answer

  Date: 12/02/2022

   
  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:11/21/2022

  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 had made a purchase of a tree on the 16th of November and it can in on the 18th, the tree was missing its whole other half of branches, so I called customer service and let them know and they sent me another one but this one was worse, the one they sent me was missing a whole bunch of branches, not even a half, it was all around missing branches. Horrible business.

  Business Response

  Date: 11/21/2022

  We are so sorry to hear you had concerns with the delivery of your order as well as the replacement. You are still covered under our 30 day guarantee. As a courtesey I have issued a refund for your order. Please allow 3 to 5 business days for this to reflect back toy our payment method on file. 

• Initial Complaint

  Date:11/15/2022

  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 7 to 8 ft weeping willow **** back in June 2022, we had a bad drought I was ready to get my **** I ordered sent to me the beginning of November, they told me they must have sold my **** , they gave me a refund , but said they had 4 to 5 foot ones , I took a chance and got one , the **** had its limbs cut to fit in the box , needless to say its very tiny , and I would like a refund , were in he middle of winter now so shame on them for selling my **** in the first place

  Business Response

  Date: 11/17/2022

  We have reached out to the customer and agreed to issue a full refund for this order under our 30 day guarantee. Plase allow 3 to 5 business dyas for this to reflect back to the payment method used. 

• Initial Complaint

  Date:11/09/2022

  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.

  Selling plants online is a questionable practice. But they offer 30 days refund policy. We were told by ******** at customer service that smaller plants need more time to invigorate. For that reason we have purchased 12 months insurance with the 9 evergreen trees we bought. Eight out of nine plants slowly died within the first several weeks and now they offer a one time exchange. It is not hard to figure it out what will happen next if we follow through with the exchange. The ratio of healthy plants : dead plants is overwhelmingly conclusive not to realize that this exchange wont be much different. We were skeptical buying plants online, but the one-year warranty was reassuring. It turns out it is wasted money. Maybe there are other companies that sale thriving plants and customers that have excellent experiences purchasing plants online. Unfortunately, this kind of ruins it for both. We will definitely not be purchasing plants online again.

  Business Response

  Date: 11/10/2022

  We have reeached out to the customer and agreed toissue a refund for this order. 

• Initial Complaint

  Date:11/01/2022

  Type:Product 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.

  This is regarding order #**********. I received a 3-4 ft guava plant along with 2 other plants a lemon tree and lime tree. As soon as I opened the box it was evident i received a very unhealthy borderline dead guava tree. I called customer service immediately upon receiving the order and sent them pictures. They kept offering excuse after excuse and asking me to try one thing after another. All this was within the 30 days of their guarantee. They finally just said if I scratch the bark and it's green the tree is still alive and it will pick up. After 5 months the tree is still in very bad shape and now that I've brought it indoors what few leaves were on there are now falling off. The tree never picked up. The [pictures on their website of these lovely trees that people relied already with fruit that were clearly smaller than mine are so misleading. I called customer service again and although they admit there's a problem they refuse to do anything about it (per their supervisor) now because it's over 30days they want me to purchase a guarantee so they can reship out another tree for $30 which they won't grantee unless I purchase a guarantee on that tree. Ridiculous, they are just trying to get money for an inadequate product. Any review I write on their page miraculously doesn't show up so it looks like they have stellar reviews.

  Business Response

  Date: 11/03/2022

  We have reached out to the customer to provide assistance and have issued a replacement under our 30 day guarantee. 

  Customer Answer

  Date: 11/04/2022

   
  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. They have reached to me and have promised to send a replacement
  
  Thank you. 
  

• Initial Complaint

  Date:10/14/2022

  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.

  May 30th Order #********** I received a stick for over $100! They said it was alive and healthy and I planted it and water efficiently. 4 months later it was dead. They refused to refund my money. They offered a credit (that i would still have to purchase the exchange policy), but I do not want to use their services again.I have contacted them 3 times via email and spoke with a few unhelpful people. When I finally asked to speak with a manager, they now refuse to answer me.

  Business Response

  Date: 10/14/2022

  We have reached out to the customer and have issued a full refund for this order. Please allow 3 to 5 business days for this to reflect back to your payment method on file. 

• Initial Complaint

  Date:10/10/2022

  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.

  Hello,I made a purchase of a Honeycrisp apple tree earlier this summer. The tree arrived to me in a split trunk fashion. This was unacceptable and I called fast growingtrees.com back who agreed with my issue and sent me a replacement tree. I planted the replacement tree in May 2022. As time has gone on, the stick tree they sent me with one leaf on it did not show any progress in signs of life. I called them today, October 7 of 2022 and told them that their replacement was also not acceptable. They advised due to the timeframe they were not going to assist me. I am now stuck with a dead tree and I am out over $100.This is unacceptable business practice and they are sending out defective and low quality products to customers. I paid a premium price to get a product that was farther along in its growth cycle. What I received was a single stick with one leaf on it. This is not what I paid for.I am hoping something can be done so that other customers in the future are not cheated like I have been. Please let me know if there is anything else needed from me. I have photos. I would like a refund for the terrible product I received.

  Business Response

  Date: 10/11/2022

  We are so sorry to hear your tree did not make it. Our orders are covered under a standard 30 day guarantee and we offer an optional one year warranty that can be added at checkout. With our warranty we can issue a one time replacment for the plant or a store credit for the price paid for the plant. For 30 day guarantee claims we just request notification of concerns on delivery and photos of the plants for quality assurance purposes. As a customer courtesey we have issued a refund for the one honeycrisp that will reflect back to your payment method used within 3 to 5 business days. Please reach out to us if you have any additional questions or concerns.

• Initial Complaint

  Date:09/09/2022

  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 ordered 5 trees from Fast Growing Plants. All 5 trees arrived in a very brown state. Our gardener planted them to try to save them, but made it clear they were already dying. We followed all the instructions provided by FastGrowingTrees.com, but ALL 5 TREES DIED! I have 25 of the same tree in my yard with no other issues. The trees being sold are in terrible shape. They do offer a one-year warranty, but I want a refund not a replacement.

  Business Response

  Date: 09/13/2022

  We are so sorry to hear that your trees arrived in poor condition and did not make it. We do cover our plants under a 30 day guarantee where we request notification of concerns within 5 days of delivery and cover all of our plants under this 30-day guarantee. We were unable to locate correspondence in regards to concerns with this order. We have reached out to the customer to provide assistance with this order. 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 18004821
  
  I am rejecting this response because nobody has contacted me. I called the day after the trees arrived to file a complaint and was told it was likely shock and to plant them and water them regularly. 
  

  your website says you have a one year warranty. Your folks on phone told me to plant the trees and if they die, to reach out to have it resolved. I also sent a message on website chat  
  

  its not my fault that you dont keep record of your phone calls and website chat.
  

  fuethermore, I recently filed a case on your website because when I called back they said they couldnt find my initial complaint, as you are now saying. I did this because I wanted a written record  

   

  no one has contacted me from your team in regards to my case  I have checked spam folder and only have marketing emails from you .

   

  the only resolution I will accept is a full refund -this is fraud.
  

  To summarize, I called when it arrived and was told water them and wait until they really died, we have a one year warranty. I then watered and planted the dying trees  for months. I contacted your team again and was told we cant find the record of this call. And now youre saying theres only a one month return policy, when the website says a year  

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

  Business Response

  Date: 09/16/2022

  We have reached out to the customer and agreed to issue a refund for this order under our guarantee. There was a dispute on the transaction so we have sent notice to the customers bank that we have agreed to issue a refund.