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:05/29/2025

  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 purchased a fruit cocktail tree and when it arrived the box was badly torn with parts or the tree hanging out. It looked bad. I notified Fast Growing Trees and they stated to plant the tree and see how it does because it is probably in shock form shipping. they further stated that it has a year warranty and not to worry. I recently tried contacting them after the year and stated that all the grafted branches were black and dead. I have no correspondence to share because this was done on their internal web page. They had me do pictures and scrapings of bark but never got back to me with a decision about replacing the tree. It has been almost a month and I would like to know one way or another what they are going to do about the guaranteed replacement.

  Business Response

  Date: 05/30/2025

  We are so sorry your fruit cocktail tree perished and you were unable to get assistance with the warranty. I do see you had reached out prior to this expiring, and I've activated your warranty, and the $188.08 store credit has been sent to your email. This code will remain valid for one year from today.
  
  
  When you decide to make a purchase, you can use the credit by entering the code during online checkout. If you need any help placing your order, please give us a call. We'd be happy to help with getting your credit applied to your order for you!
  
  
  If you have any questions or concerns, please let us know, and we'll gladly assist you further!

  Customer Answer

  Date: 05/30/2025

   
  I am rejecting this response because: They are not fulfilling their website promise to replace the tree.  Instead they are attempting an under value compensation.

  I want a replacement or my full amount that I spent in good faith returned.  I have had several bad experiences with my orders from them and I did not file a complaint.  I don't really want to purchase anything else from this company.

  They are grafting branches on root stock to expedite the growth and sales of plants.  I have several olive trees from them with numerous bends and bandings to support poles to train and straighten branches as stalks.  They are un-natural ugly trees.

  best regards,

  *****

  
  

  Business Response

  Date: 06/02/2025

  This order was placed on 5/10/2024. There is a One Year Warranty on this order which was valid from 5/13/2024 to 5/13/2025. We have honored the warranty issuing a store credit for the price paid for the tree. There was a PLANTMORE30 coupon applied to the order making the price paid for the tree $188.08. We have attached our terms of service below as well. 

  Terms of Service
  When you place your order, you agree to the following terms:
  Alive & Thrive Guarantee
  We guarantee that your plants and trees will arrive happy and healthy. If you're not satisfied after receiving your trees and plants, our Alive & Thrive Guarantee covers with your plants for the timeframe specified at the time of purchase.
  
  To submit a claim, please use our Contact Us form. Our team will review your concerns, and if necessary, well provide a one-time replacement (shipping costs not included). Please note that photos are required for each plant submitted under the guarantee. Detailed information about the required photos can be found on the Contact Us form.
  
  Note: Refunds will not be given when redeeming your guarantee. Replacement plant shipping costs and taxes are at the customers expense. Each item in the customer's order is eligible for a one-time replacement. The Alive & Thrive Guarantee does not cover plants purchased outside their recommended growing zones or damage caused by neglectful care, improper planting, extreme weather, animals, or other external factors. Additionally, damage caused by the customer or another individual is not included in the guarantee.

  Customer Answer

  Date: 06/02/2025

   
  I am rejecting this response because: This is no different than the $188.** gift card that they offered to give already. I would have been paying shipping anyway if I picked some other tree. I say that because their website shows there are no Fruit Salad trees available. This is why I believe they may not have agreed to replacement yet.  No where in their guaranty/ 1 year warranty does it stipulate that the consumer would have to pay the shipping for the replacement plant to get warranty replacement.  They said they would send a tree but did not stipulate that it was an exact replacement at the same size (6-7 foot tall).

  I have  lost all trust here by their past actions and offerings that are unequal to the purchase amount that I spent with them.

  I don't believe that they are being reputable here by not replacing with an exact replacement, then adding shipping fees that are open ended, and then will be invoiced to me.  That would be unwise for me to agree to something like that.

  Here is their reply: "Thank you for reaching out.
  In this case, we can cancel the Store credit and replace you with a new plant as a one-time courtesy however, the TAX and Shipping costs will be invoiced to you/
  
  
  Please let us know how you would like us to proceed.
  
  
  Best Regards,
  Christian
  Customer Support Specialist"

  Thanks ******************** for your efforts and I greatly appreciate your help with this issue of not fulfilling warranty obligations and then soliciting unknow invoiced amount of money.

  Best regards,

  *****

  
  

  Business Response

  Date: 06/05/2025

  We are so sorry that you were dissatisfied wit the One Year Warranty process. Our One Year Warranty issued a One one-time replacement if you cover the shipping and Taxes or a store credit for the price paid for the plant.
  When you ordered the 4 to 5 foot Fruit Coctail Tree was listed at $249.95 and you had applied a 30% discount on the order so the total of the store credit came to $188.08.
  
  The current listing price for the Fruit Cocktail is $199.99 and it looks like we have a promotional code that is valid for this order, so we can process this as a replacement for you if you would like. I have forwarded a screenshot of the current price breakdown. Keep in mind prices are subject to change and stock may be limited.

  We have reached out directly to offer additional assistance and have attached our terms of service.

  Customer Answer

  Date: 06/05/2025

   
  I am rejecting this response because: I wish to wait for a actual notification on this and I see that I receive tracking for the shipping.

  I don't want to close this case with haste, just to have to submit a case for the same issue.

  I am disclosing what they sent in private to my email so you are aware of all correspondence.

  This is want they sent to my email:

  Hi *****,
  
  
  I wanted to follow up in regard to your BBB complaint. We are so sorry that you were dissatisfied wit the One Year Warranty process. Our One Year Warranty issued a One one-time replacement if you cover the shipping and Taxes or a store credit for the price paid for the plant.
  When you ordered the 4 to 5 foot Fruit Coctail Tree was listed at $249.95 and you had applied a 30% discount on the order so the total of the store credit came to $188.08.
  
  The current listing price for the Fruit Cocktail is $199.99 and it looks like we have a promotional code that is valid for this order, so we can process this as a replacement for you if you would like. I have attached a screenshot of the current price breakdown. Keep in mind prices are subject to change and stock may be limited.
  
  
  *******
  Customer Support Specialist

  Thanks ******************** for all your continued help,

  *****

• Initial Complaint

  Date:05/28/2025

  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.

  Tree sent was in very poor condition leaves looked dry and appeared to have some kind of leaf fungus. I sent photos of tree, Ive been tracking the decline with photos. Was told to wait several weeks to give it a chance but the tree is in rapid decline down to four leaves which will soon be gone. Emailed vender several photos of the trees condition and requested a full refund. Eight hours later absolutely no response. Have looked at other BBB complaints on this nursery and also Reddit my complaint mirrors all the others.

  Business Response

  Date: 05/29/2025

  We are so sorry, when reaching out to our customer support we do advise of the wait time to reply to our correspondence. I did review this and have issued a one time courtesy refund for your order. Please allow 3 to 5 business days for this to reflect back to your payment method on file. 

  Customer Answer

  Date: 05/29/2025

   
  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:05/27/2025

  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 never received my order and customer service refused to help.

  Business Response

  Date: 05/28/2025

  We have sent the following email to the customer and have not heard back:
  We wanted to follow up in regard to your BBB complaint. We are so sorry you have not received your order. We were unable to locate an order associated with your information. Would you mind verifying the order number so that we can assist?

• Initial Complaint

  Date:05/25/2025

  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 three hydrangea. They were delivered damaged (two out of three)I reached out to support. The only way is by email and it takes nearly a week to get a response. After a few back and forth. I was advised to cut it back. And they offered me a 15% discount on future order (site today is 20% off everything). Sent pictures on condition received. They can all jumbled a a box. The **** blue cant be salvaged. One of the Nantuckets is badly damages. The other one I planted The site implies they will make thing right but that is not my experience. Support number *****

  Business Response

  Date: 05/27/2025

  We have followed up with the customer and provided a replacement order for the two damaged plants under our guarantee. 

• Initial Complaint

  Date:05/23/2025

  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.

  I ordered $805 worth of plants from this business on April *******. The plants arrived severely damaged and horribly packed. I took photos and reached out to the business to have replacements sent based on their 1-year warranty and their Alive and ****** guarantee. They told me to wait 30 days to see how they do. I reached out again 30 days later. It took them several days to respond and they refused to refund the plants - even though they arrived damaged and in bad condition. In fact, they had the nerve to say that my plants were alive and healthy when it is clear that they are brown and dying. They havent even grown at all!! They are dishonest and do not back their product. Nor do they pack properly and the plants are poor quality. It is a disgrace that they are taking hundreds of dollars when the product is not as promised, described, or guaranteed all over their website. My Order Order # ********** Endless Summer The Original Reblooming Hydrangea Endless Summer The Original Reblooming Hydrangea ********* 6 Ships in 1-2 days Total: $53.95 Endless Summer The Original Reblooming Hydrangea Endless Summer The Original Reblooming Hydrangea ********* 6 Ships in 1-2 days Total: $53.95 Bloomables Brick House Pink Rose Bloomables Brick House Pink Rose ********* 2 Ships in 1-2 days Total: $71.95 Free 1 Year Warranty Free 1 Year Warranty ********* 1 Total: $0.00 Tangerine Beauty Crossvine Tangerine Beauty Crossvine ********* 6 Ships in 1-2 days Total: $50.95 Subtotal:Shipping:Tax:Total:$742.73 $0.00 $62.2

  Business Response

  Date: 05/27/2025

  We have reached out to the customer and agreed to issue a refund for the hydrangeas on order that arrived damaged. There is a chargeback dispute with the bank opened on this transaction so we are unable to issue a refund until this has been resolved by the bank and have provided this information to the customer. 

  Customer Answer

  Date: 05/27/2025

   
  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:05/23/2025

  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.

  On February 27th, 2025 I ordered an Exclamation Planetree (sycamore) from Fast Growing Trees. The tree arrived Mar 6th, and was planted within 24 hours. The tree had no leaves, but passed the scratch test and I assumed it would be fine. It received adequate water, was planted with nutrient rich compost, received plenty of sun, and was fertilized for spring. It never developed any leaves. It still passed the scratch test in mid-May, but without developing leaves, it will die. I reached out to their customer service, who agreed it was dying and said it was dying of needle cast - a fungal disease that is specific to conifer/evergreens - not a sycamore tree. They said needle cast was not covered under their warranty. My tree is not an evergreen - they simply don't want to abide by their warranty agreement and they apparently thought I wouldn't call them out on their unethical behavior. The customer service *** referred to my tree as a spruce - it's ridiculous. I've purchased many trees through this company over the last couple of years. This is the first time I've had one fail, and when I looked for help they tried to scam me. I want the refund that should have been covered under the warranty.

  Business Response

  Date: 05/24/2025

  We are so sorry your Planetree is struggling and do understand your concern wit the diagnosis. We have forwarded your feedback to be reviewed. The trtee may still push out growqth as temperatures warm up however I did process a refund for this tree. You had applied the discount of PLANTNOW so the refund amount came to $97.48. Please allow 3 to 5 business days for this to reflect back to your payment method on file.

• Initial Complaint

  Date:05/23/2025

  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.

  On April 10 of 2024 I bought six **** Ruffle Patio Peach Tree from Fast Growing Trees. They didnt make it and when I called the company to get my money back, they said that they can give me a store credit to buy different trees so I did that with the special code they sent me and to give them the benefit of the doubt and I bought six Proven Winners Sonic Bloom Weigela Shrub, but when the trees arrived, they were in such horrible condition because of the way they package them together, so I called the company again, and the lady said that they will give me a full refund, but they never give me the full refund they only give me $27.76 so Im missing $348.83. I called today May 23/2025 to find out where the money was and they said that they give me a store credit and gave another code to be used, but the email that the first representative sent me doesnt say anything about a store credit. It says a full refund to my account. They are not refunding my money they want to steal my money. I need your help with this situation. I have proved of the first email for the full refund to my account for the amount of $376.54 and I also have proved of the email I received today May 23 of 2025 saying that they sent me another store credit which I dont want and I didnt agree with the first representative. I want the full refund back to my credit card. This company doesnt follow through with what they say and this is why Im reporting it to your BBB Agency. The order number for the trees that die is **********. I also provide the order of the damage trees I bought with the code they sent me to replaced the ones that die down below in the next box. If you guys have any questions, please give me a call at ************** or if you need me to provide the email that prove the authorization for the full refund of $376.54, let me know and I can send it to you guys. Please help. Thank you in advance.

  Business Response

  Date: 05/24/2025

  We have issued a refund for this order. Let us know if you need any additional assistance. 

• Initial Complaint

  Date:05/23/2025

  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.

  The business advertised buy one get one free. I ordered 3 trees so I could receive 6. 2 weeks after placing my order, only 3 trees arrived. The 3 trees were less than 10 inches in height and dehydrated. When I opened the plastic bag that covered the roots a foul oder was present. I could not have been less satisfied. I called the business and I was told they would not take the trees back and they do not refund any payments. I filled out a form and received no response. I called and spoke to customer service and I was told 3 additional trees would be sent and if the 3 i have failed to thrive they would be replaced. No additional trees ever arrived and despite my careful nursing the 3, I received are dead. They took $87 from me and provided nothing.

  Business Response

  Date: 05/24/2025

  We are so sorry you had difficulties getting assistance with your order. We have processed a courtesy refund for your order. Please allow 3 to 5 business days for this to reflect back to your payment method on file.

  Let me know if you need any additional assistance. 

• Initial Complaint

  Date:05/23/2025

  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.

  I ordered 2 tree and both arrived stressed. I indicated my concerns and have been told to wait. The tree is dead and the leaves are brown, I asked for a refund and when I finally get a response the answer is always to wait longer. The tree is not dormant, it was fully leaved out when I received it and died within a few days. The other tree is stressed, but seems to be recovering. I am just asking for a refund for the dogwood tree as it is no alive and I want to plant a healthy tree before it gets too hot as we get into summer.

  Business Response

  Date: 05/24/2025

  We have issued a refund in the amount of $115.52 for the dogwood tree. Let us know if you need any additional assistance. 

  Customer Answer

  Date: 05/27/2025

   
  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:05/21/2025

  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.

  I placed an order (**********) for a fruit cocktail tree on April 13. Upon delivery, I noticed the peach branch appeared to be dead. I waited a couple of weeks to see if it might recover, but unfortunately, it did not.On May 15, I contacted your team via email to ask whether this issue would be covered under your guarantee. I received an automated response indicating someone would follow up. As of today, May 21, I have yet to receive any further communication.Given the continued lack of response, I feel I have no choice but to escalate this matter by filing a complaint with the Better Business Bureau (BBB). I am very disappointed in the level of customer service *** experienced so far. This is not what I expect from a company I was hoping to continue purchasing from.I hope this matter can still be resolved swiftly and professionally.

  Business Response

  Date: 05/21/2025

  We are so sorry for the delay in reply but glad we were able to assist with a store credit. Let us know if you need any additional questions or concerns. 

  Customer Answer

  Date: 05/21/2025

   
  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.