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:06/12/2025

  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 have reached out to customer service many times, as my purchased Thuja Green Giant Arborvitae 6-7 ft. Tree has NOT been shipped and has NOT been refunded. This was supposed to ship in May when I purchased it. Each time they respond to my emails with a later and later delivery date with zero communication proactively with the date changes. I have explicitly said this is not acceptable multiple times and want refunded immediately.

  Business Response

  Date: 06/13/2025

  We are so sorry for the delay with the Thuja Green Giant. We have processed a cancellation for this item which issued a refund in the amoint of $149.76 due to the 30% off discount that was applied to your order. Please allow 3 to 5 business days for this to reflect back to your payment method on file.

• Initial Complaint

  Date:06/11/2025

  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 on June 2nd for two trees - a ***** dwarf cherry and a ****** dwarf cherry. These are two SEPARATE trees, so imagine my surprise when they were delivered on June 6th and the two trees were planted in the same pot. The trees were entirely root bound and I had to soak the roots and do my best to separate the plants. Any gardener or horticulturist worth their salt will tell you that growing two trees in the same pot is inadvisable for this exact reason. Despite my best efforts, the roots on the ***** ****** tree seem to be doing poorly. Roughly 1/4 of the plant is entirely DEAD, with the damage from this improper growth and care spreading to other parts of the plant. **************** tried to tell me the following: "It's not uncommon for trees to shed a few leaves as a defense mechanism to protect their roots. Don't be alarmed as long as there's green under that top layer of bark, your tree is alive and likely to bounce back with a bit of time and care."To be clear, this is 1/4 of the plant entirely dead, which *if* it survives (and that is a big if) will impede the fruiting production of this tree and the time in which it does so. I paid $108 to have two *healthy* trees sent to me. Not two trees in the same pot, one of which is diseased and dying. I have requested a refund in the amount of the tree that is failing to thrive OR a replacement tree - in its own pot - to be sent to me to compensate for the poor practices of this company. Reviews on their website, which I discovered after my purchase, show that this has been an issue of complaint since at least 2023 and they've been entirely negligent in refusing to fix this issue. If I do not receive a refund or replacement for the damaged tree, I will be filing a chargeback with my credit card company.

  Business Response

  Date: 06/18/2025

  We sincierly apologize that your cherry trees appear to be struggling after transplanting them into the ground. The ***** and ****** **** is sold in a pair and these are sent in the same container and can be separated on arrival. This should not cause a health concern with the plants however we do understand your frustration with the condition of the trees on arrival.

  Since there is an open dispute on the transaction we are unable to process a replacement at this time but have reached out to follow up. 

  Customer Answer

  Date: 06/18/2025

   
  I am rejecting this response because:  I am not asking for a replacement of the trees. **************** reached out and said "We do treat them prior to shipping so this should not arrive with an active health issue however, I do understand your concern with the condition of the trees. These plants are sold in a paid in the same container and can be kept together. Unfortunatly, it looks like you have opened a dispute on this transaction, and we are unable to assist on our end until this has been resolved by the bank but please let us know if you have any additional questions or concerns in the meantime.". 
  
  To be clear, customer service is refusing to give me a refund unless I cancel my chargeback because they do not want to stand by their 30 day guarantee, which is why they tried to run out the clock on this matter.  I have also told them numerous times that I will not accept a replacement, as a replacement of these trees is just going to arrive in the same poor condition.  Additionally, any reputable plant nursery will tell you that it is NOT recommended to grow two trees in the same container due to space and resource competition, nutrient and water depletion, and fungal issues due to poor ventilation and spreading space.  It is clear from this response that the merchant is trying to force me to cancel the chargeback, which I will not do, as I do not want a replacement, as offered above.  I will only accept a full refund because these trees arrived with fungal issues, die back, root bound, and unhealthy due to improper growing techniques.   
  

  Business Response

  Date: 06/19/2025

  We sincierly apologize that you had difficulties getting assistance. Once a dispute is opened with your bank we are unable to process claims on our end. Once the bank resolves the chargeback we can assist as needed. We have followed up and provided assistance but please let us know if you have any additional questions or concerns.

• Initial Complaint

  Date:06/11/2025

  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.

  Ordered two Magnolia Trees from fastgrowingtrees.com and they have been in shipment for over a month so at this point they would definitely be dead. The company has not been helpful and just keeps telling me to wait for the shipment to arrive. I would like a refund and will never do business with this company again. I understand that shipping issues happen but they haven't seemed interested in correcting the issue.

  Business Response

  Date: 06/13/2025

  We are so sorry that you were missing items from your order. We were able to verify this was damaged in transit and is being returned back to us. We have processed a refund for the two missing items. Please allow 3 to 5 business days for this to reflect back to your payment method.

  Customer Answer

  Date: 06/13/2025

   
  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:06/10/2025

  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.

  Order dated 4/27/25 was for two trees - only one was delivered, the ordered and paid for Wisteria was not delivered. I have sent countless emails to the company with NO response. I have requested my money back - no response. I want my $70.00 back and notice that this company does not respond to it's customers!!

  Business Response

  Date: 06/13/2025

  We recieved correspondance that one item was missing from this order on 5/21. We were able to confirm that *** Ex damaged one package which was returned to us. Since the missing item is currently out of stock. we had offered to issue a replacement once it returned to stock or a store credit. The customer requested a refund and we processed a refund in the amount of $70.16 on 6/2 for the 1 missing tree. Refunds reflect back to your account within 3 to 5 business days. 

• Initial Complaint

  Date:06/08/2025

  Type:Customer Service 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 company is not honoring the warranty I have with my purchase. The warranty includes a year warranty for the plants I purchased. I purchased two olive trees and they both died. They replaced the first one, but the company is not honoring the warranty for the second tree that died.

  Business Response

  Date: 06/09/2025

  We have followed up and offered to issue a one time replacement if the customer covers shipping or store credit for the produce paid for the tree under our One Year Warranty. 

  Customer Answer

  Date: 07/22/2025

   
  I am rejecting this response because:

   

  They did not offer a replacement. They have ignored all communication. I would like a replacement. They know the plant purchased and the address. 

  Jennifer 

  
  
  
  

  
  

  Business Response

  Date: 07/22/2025

  We have created a replacement order for 2 Olive trees that have perished and sent an invoice for the shipping cost to the customers email. Once processed, this will ship on the next available shipping date. The new order number is #D341528. 
  

  Customer Answer

  Date: 07/22/2025

   
  I am rejecting this response because:
  I am not paying for shipping cost. I reached out to the company during the warranty period because both trees had perished. These trees should have been replaced at no cost because they advertise a warranty with no shipping cost. Not paying shipping cost. 

  Business Response

  Date: 07/23/2025

  Unfortunately, our One Year Warranty does not cover replacement shipping costs. We have reached out directly to follow up and provide additional assistance with your replacement order. Please reach out to us directly if you need any additional assistance.

• Initial Complaint

  Date:06/07/2025

  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.

  Ordered a butterfly tree 1 year and a month ago. Here in ******* things started blooming three weeks ago we thought our butterfly tree was a late ******* it never re bloomed. We take well care of our trees and plants for ****** dollars we feel scammed for this tree never to bloom asked for a courtsey since we were a month out of warranty and was not given hope this issue can be resolved.

  Business Response

  Date: 06/09/2025

  We are so sorry, Unfortunatly we are only able to Warranty our plants for a year from purchase and due to the age of this order the One Year Warranty has expired. We have attached our terms of service. 

• Initial Complaint

  Date:06/07/2025

  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 placed an order for some trees and shrubs on March 28, 2025. I received 6 rose bushes, a wisteria tree and a Japanese maple. The Japanese maple arrived April 16th and was planted April 18th by my husband. It was planted according to directions and watered daily. All other trees are thriving. The Japanese maple has no growth and has died. I contacted Fast Growing Trees and requested a replacement per their guarantee. They said they do not have another tree and can only do a credit. I let them know the maple was a memorial tree for my daughter's father and a store credit would not be acceptable. I would like a refund so thar I could purchase a Japanese maple elsewhere for my daughter. Since that email (and subsequent) emails I have had no further response. It is unfortunate since I have ordered from this company in the past and had good experiences but this time they have not cooperated or responded nor refunded my purchase.

  Business Response

  Date: 06/09/2025

  This order was placed on 3/28/2025 and the item in question shipped on 4/11/2025. This delivered to the customer on 4/16. The initial contact in regard to concerns with the plant was submitted on May 25th. This is outside of our 30 day guarantee and since we sell perishable products, we do not extend refunds under our guarantee. We have offered a store credit for the value of the tree under our terms of service attached.

  Customer Answer

  Date: 06/09/2025

   
  I am rejecting this response because:
  It is a tree we planted and watered and nurtured to make sure it was not alive before filing for the 1 year replacement guarantee not the 30 day.  As I stated a store credit is not acceptable as they will not replace with the same tree. We do not want other merchandise. They offer on their website a 1 year replacement which they are unable to do therefore I am again requesting a full refund for the purchase of said tree.  

  Business Response

  Date: 06/13/2025

  We have reached out directly to provide additional assistance under our guarantee but please let us know if you have any additional questions or concerns.

  Customer Answer

  Date: 06/16/2025

   
  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:06/06/2025

  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.

  Product delivered not close to what was discribed. I ordered trees, They sent these little twigs.

  Business Response

  Date: 06/11/2025

  We have processed a replacement under our guarantee for the plant that you had concerns with under our guarantee. 

• Initial Complaint

  Date:06/04/2025

  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 PURCHASED SEVERAL ****S. I DID NOT GET THREE. THE COMPANY REPLACED TWO AND THE THIRD **** THEY PROVIDED A STORE CREDIT BUT IS REQUIRING ME TO PAY FOR SHIPPING FEES. INSTEAD OF REQUIRING ME TO PAY FOR SHIPPING FEES, THEY COULD HAVE ALLOWED ME TO PICK OUT A REPLACEMENT **** THAT THEY SAID WAS OUT OF STOCK AND DELIVERY WITH THE OTHER TWO REPLACEMENT ****S. I AM JUST ASKING TO WAIVE THE SHIPPING FEE FOR THE **** THAT WAS NEVER DELIVERED. I ALREADY PAID $448.36. I JUST WANT TO BE MADE WHOLE AS A CUSTOMER. IF THEY ARE UNWILLING TO PROVIDE A REPLACEMENT WITHOUT SHIPPING FEES, I WANT A REFUND.

  Business Response

  Date: 06/04/2025

  We are so sorry that you were missing the Cherry Go Round Hydrangea from your order and the item you wish to order to replace this is charging a shipping cost. As a customer courtesy I have created a discount code for free shipping on your new order. Let me know if I can be of additional assistance. 
  Here is the discount code: CS-FZLHOWWW

  Customer Answer

  Date: 06/07/2025

   
  I am rejecting this response because: I ordered the Proven Winners Easy As Pie ****** **** and this is what I would like replaced and delivered. I see it is in stock. The gift card you provided is saying it has expired but it says it doesn't until 5/9/2026. I don't see where both the gift card and free shipping code can both be entered together. II am requesting the **** I I ordered at the price I ordered to be replaced with free shipping. Thank you.
  
  

  Business Response

  Date: 06/09/2025

  We sincierly apologize that we were unable to issue a replacement for the Proven Winners EASY AS PIE ****** ****. We have processed a refund in the amount of $32.36 for this plant. Please allow 3 to 5 business days for this to reflect back to your payment method on file.

   

  Customer Answer

  Date: 06/10/2025

   
  I am rejecting this response because: THE REFUND AMOUNT ON THE RECEIPT YOU PROVIDED SAYS $39.95 AND THAT IS NOT WHAT YOU REFUNDED.
  
  

  Business Response

  Date: 06/13/2025

  This was originally listed at $39.95 and a 20% coupon was applied to this order making the total refund amount with taxes come to $32.26 so a full refund for the 1 damaged product has been issued back to the payment method used on the order.

  Customer Answer

  Date: 06/14/2025

   
  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.
  I was so looking forward to purchasing from this company while establishing my new love for gardening, it saddens me that I have part ways.  I could have been a customer for life.
  Thank you. 
  

• Initial Complaint

  Date:06/04/2025

  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.

  Originally, I purchased a pink ********** from this company. The tree arrived broken in transit, in May of 2024. The company sent a replacement but not until September, 2024. The tree appeared healthy, and was planted according to instructions given. In May, of 2025, I informed the company the tree had died, there was no sign of life. I order a replacement of a different tree. They informed me that tree was not shippable to ****** and refunded additional money I paid, $11.95. But not initial $134.95 which they first said they would refund in full , but the renigged and said Warranty started on May of 2024 and was no longer applicable. They offered in-store credit but there are no shade trees that fit my needs that are shippable to ******. Thus I have NO tree and out $134.95.

  Business Response

  Date: 06/05/2025

  Order Number: 9502901379 was placed on 6/26/2024 and shipped on 9/23/2024. The product purchased is a Pink Trumpet Tree. The Pink Trumpet Tree is recommended for outdoor growing in Zones ***** and this was planted in growing zone 9 which is too cold for this tree to thrive. Growing plants outside of their recommended growing zone is not covered under our Guarantee or One Year Warranty. As a customer courtesy we have issued a store credit for the price paid for the tree.
  Order Number: 9502901379 was placed online by the customer applying $131.95 in store credit and $11.95 on their personal payment method. The item orders is an Okame Cherry tree which is prohibited from shipping into the state of OR. We reached out and notified the customer that we had to cancel this due to not being able to ship the item ordered. A refund in the amount of $11.95 was issued back to the customers personal payment method used on this order and the balance of $134.95 was issued back to the gift card applied to the order. We have also attached our terms of service that states we do not issue refunds under our guarantee or One Year Warranty.
  
  
  
  

  Customer Answer

  Date: 06/05/2025

   
  I am rejecting this response because:  No one ever told me that the original Pink Tulip Tree was not adaptable to my area.  It was not marked so.   Plus when does the 1 yr. warranty begin, when I place the order or when they actually send item?  Again when I tried to order replacement Okami Cherry tree it was not marked as not shippable to ****** either.   I still feel they are stealing my money. 
  
  

  Business Response

  Date: 06/07/2025

  It looks like the restriction for the Okame Cherry tree was recently enacted and Unfortunatly we are unable to ship this tree to your location due to this restriction. 
  The one year warranty begins the date the order was initially shipped so the One Year Warranty on the Pink Trumpet would have been valid starting 9/23/24. Unfortunatly 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.
  
  It looks like your zip code 97015 is considered zone 9 and the Pink Trumpet is only cold tolerant to 40 degrees so this is not recommended for your growing zone. We did honor the Warranty as a one time courtesy and issued a store credit for the price paid for the tree which can be used to reorder online.

  We have attached our Terms of Service.

  Customer Answer

  Date: 06/09/2025

   
  I am rejecting this response because, at the time I ordered the Pink Tulip Tree it indicated it was agreeable to Zone 9, and everything I have read on online since indicates so.   If that as the case, why was I not advised that the tree  would not survive in my Zone , not on the first shipment nor the second?   Now there doesnt appear to be any trees suitable for my needs shippable to ******, unless the Pink Dogwood is?
  
  

  Business Response

  Date: 06/13/2025

  We sincerely apologize that your trumpet tree perished however due to the age of the order we would be unable to process a refund at this time. The Trumpet tree is not recommended for Zone 9 so planting this tree outdoors in your area would void our one-year warranty. We did process a courtesy store credit and can assist in selecting the perfect plant for your location. If you need any additional assistance, please give our experts a call at ************* and we will be happy to assist in selecting the perfect replacement for your area.