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:05/06/2025

  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 4 multi-trunk Crepe ****** trees for placing on a boulevard next to my new home with a West exposure.Initially there were no buds on any of the 6-7' stalks of each plant.They were planted identically.3 have budded out beautifully on all stalks but the 4th has poorly budded out on only one of the stalks.I have made numerous contacts wiht the company with comparison photos showing the poor performance of the 4th tree. In each occurance I have been asked to be patient with the specimen as it may be delayed. At this juncture there is not one bud of any kind on the additional stalks of the tree other than the first of the stalks.I can understand a reluctance to replace a living plant but in this case there are 3 others which are clearly thriving and have had several weeks of good weather to respond.

  Business Response

  Date: 05/08/2025

  We received your correspondence on the ***** ****** tree and replied back to your email requesting a scratch test. There was no further correspondence past 4/16. Pleas reply back to our email or reach out to us via our Contact Us page and we will be happy to assist: ***********************************************
  
  Here is a link to our full terms of service: 
  ***************************************************************

  Customer Answer

  Date: 05/12/2025

   
  I am rejecting this response because: 

  This is all very interesting as the company is suggest that there has been no communication since 4/16 and yet they are asking for photos as of 2 days ago right after I filed with the BBB. 

   

  Hi ***.*******,

   

  Thanks so much for reaching back out and for the update!

   

  It looks like your message mentioned a video or photo, but unfortunately, I wasnt able to view any attachments on my end. Would you mind resending the image or video so we can get a clear look at the current condition of your Crepe ******* That will really help us better assess the next steps and determine if a replacement is necessary.

   

  We appreciate your continued patience, and I want to make sure we support you fully before your May 23 departure. Please feel free to reach out with any questions, in the meantime, we're here to help.

   

  Israel

  Customer Support Specialist

   

  Im going to see if they finally do the right thing not knowing if its on their own volition or being prompted by the BBB.

   

  I will wait and see if they do indeed follow through as I sent pictures of the underperforming Crepe Myrtle. 

   

  Thanks for being there,

  *** Chapman 

   

  Sent from my iPhone

  
  
  

  Business Response

  Date: 05/14/2025

  We are so sorry for any confusiuon. It appears there are two emails associated with your account. I have reached out directly to assist with a replacement and set a reminder to follow up as soon as this is ready for shipping. 

  Customer Answer

  Date: 05/14/2025

   
  I am rejecting this response because:

  BBB  I have informed the business that I would gladly inform BBB whenever the plant is RECEIVED!  You choices do not seem to leave the file open till there is a final exchange  I am very SATISFIED with the response only in that there seems to be good faith to replace the plant.   However, nothing has been offered in regards to a time frame for delivery which I have now asked for.  Therefore, Im waiting till the plant ARRIVES!

  Hope this helps clarify my response!

  
  

• Initial Complaint

  Date:05/02/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fast Growing Trees purchase order ********** dated 2-28-2025 for a 4 in 1 Cherry Tree with a height of 5' to 6' has not been delivered as of 5-2-2025.Customer Service (CS) had confirmed that the Cherry Tree was on a ***** Truck and pending delivery. Then CS stated that delivery was slated for the week of 4/19/2025.On 5/2/2025 CS stated that the Cherry Tree was not in stock and is backordered without an ETA.CS then offered a lesser size tree or a different 3 in 1 Cherry Tree as replacement. This is a "Bait and Switch" technique to provide the customer with a lesser value Cherry Tree than what was purchased in 2/28/2025. I want what I ordered and paid for on 2/28/2025.

  Business Response

  Date: 05/02/2025

  We are so sorry for the delay with your order. Unfortunatly it looks like the 4 in 1 cherry tree did not meet our quality standards for shipping. We were able to assist with an order for the 3 in 1 cherry tree. Let us know if you need any additional assistance.

  Customer Answer

  Date: 05/05/2025

   
  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:05/01/2025

  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 a $335 order on 4/13/25. My order number is: ********** I received the first two boxes one week ago (4/24/25) which were horribly damaged in transit. It is not clear if the items were packed incorrectly (eg too much water? The boxes were wet in area and ripped/torn) or if the process of delivery was the cause. However, I didnt pay for shipping, so I cannot file a claim against ******I contacted the company through their website and attached pictures. The contact numbers for this were: ***** and *****.All of the plants were damaged. Two items were missing entirely (root rocket). I have pictures of the plants and pictures were submitted through their website. I tried to call today, the message says the issue can only be addressed through the contact form on their website. It has now been 4.5 business days with no reply. Ive also emailed them with pictures.The cost I entered for reimbursement includes tax.

  Business Response

  Date: 05/05/2025

  We have followed up with the customer and processed a refund in the amount of $232.11. Please allow 3 to 5 business days for this to reflect back to thepayment method on file

  Customer Answer

  Date: 05/05/2025

   
  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:05/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 11, 2025, I placed an order (Order #**********) with Fast Growing Trees for two Bonfire Patio Peach Trees and two ****** ****** Trees, totaling $359.26. This order was delivered via ***** on April 21. Upon delivery, it was immediately clear that the shipment was severely damaged due to inadequate packaging.When I inspected the trees, both ****** ****** Trees were broken into several pieces. Additionally, only one Bonfire Patio Peach Tree was included in the shipment, and this single peach tree also arrived damaged.I promptly contacted Fast Growing Trees through their recommended online claims submission portal, as phone calls consistently directed me to the portal. I provided detailed explanations and photographic evidence of the damage as requested. Although the automated confirmation email indicated a response within ***** hours, it took four days (until April 25) to receive any reply, at which time Fast Growing Trees inexplicably requested the same photographic evidence again. I immediately complied with their request, sending the photos once more.Having received no further communication or resolution, I sent a follow-up email on April 29. As of today, May 1, 2025, ten days after the initial delivery of the damaged and incomplete order, I have still received no response, no solution, nor any refund.The complete lack of timely and effective customer service response from ********************** is unacceptable and reflects poorly on their business practices. I request an immediate resolution, either by sending replacements for the damaged and missing trees at no additional cost or providing a full refund for my order.

  Business Response

  Date: 05/03/2025

  We are so sorry your order arrived damaged and was missing 1 tree. We have reached out directly to follow up and processed replacements for the order under our guarantee.

• Initial Complaint

  Date:04/30/2025

  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.

  My experience was frustrating, time-consuming, and completely unacceptable for a $453 purchase.The website claimed shipping in 12 days, but it took 5 days before the order even left the facility. The plants were shipped on 4/24/25 and were supposed to be delivered by Saturday, 4/26/25. That delivery never happened. I gave it a couple of extra days, but the package still didnt arrive. ***** tracking showed the package sitting at a facility in *********, IN since Friday, 4/25/25, with no updates.I called Fast Growing Trees on Monday and waited on hold for 34 minutes, only to be told to call ***** myself. ***** said it had been delivered to **********, **, but couldnt provide further details because I was the recipient, not the sender. The next day, I got a ***** email saying the package was actually still in *********, IN.I called Fast Growing Trees again to explain the conflicting information. They said they'd look into it and call me back by the end of the business day. That call never came. I followed up again on Wednesday and was told, once again, to contact *****. I refused, explaining I had already done so and expected the seller to resolve the issue. Their response? Wait until Saturday 5/3/2025 to see if the plants show up.I pointed out that the plants will have been in transit for 9 days at that point and are unlikely to survive. They offered a 15% discount on my order but still expected me to wait until 5/3/2025. After over an hour on the phone, they finally agreed to contact ***** themselves, but only after I pushed back multiple times.They then came back online and said they could not reach ***** and I should wait until Saturday and the "plants would be fine," Again No, the plants have not moved location in 5 days.Had lot more back and forth, over an hour being on the phone, lied to and trying to get me to wait even longer for a shipment of dead plants to arrive just to have to call them back again. Still have not received a resolution.

  Business Response

  Date: 05/02/2025

  We are so sorry for the delay with your shipment. We have reached out to *** Ex to investigate but have also issued a replacement that processed for shipping today. Here is the Fed Ex tracking: 288207780272
  
  Let us know if you need any additional assistance. 

  Customer Answer

  Date: 05/06/2025

   
  I am rejecting this response because only three of the replacement plants were delivered, and all three arrived in very poor condition. The plants (root system) were extremely small for 3-gallon containers and had numerous broken branches. At $75 per plant, I expected a much higher standard of care in both plant quality and shipping practices.  I have ordered from other companies and have always received plants packaged with care and in great condition, so this is definitely an issue with your packaging and care of plants. Based on numerous reviews on ******, Trustpilot, and the BBB, it appears that these issues are not isolated incidents.  I urge your company to be more transparent on your website about common concerns instead of only highlighting positive reviews, which is absolutely misleading to customers.This experience has been incredibly disappointing and has significantly impacted what is usually an enjoyable spring planting season for me.
  

  Business Response

  Date: 05/08/2025

  We have followed up and issued a full refund for your order. I also shared your feedback with our logistics team to investigate and ensure this does not reoccur.

• Initial Complaint

  Date:04/29/2025

  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.

  I ordered plants from this business. The plants arrived late; the box was damaged and repaired with scotch tape. The box was delivered in an upright position rather than laying flat Inside the box the plants had been crammed on top of each other, the soil was spilled out of each plant and they were all dried out, from arriving 4 days late.I contacted the company through their contact form, sent numerous photos of the box and the plants.The company agreed to refund the full amount for the plants.I received a ********** for ONE plant Further calls to the company stated my refund had been processed, but a "problem occured" and they were trying to resolve it.The latest person also stated they were trying to resolve it.I want my refund for the additional damaged plants!

  Business Response

  Date: 04/29/2025

  We are so sorry for the condition of your order on arrival. We have processed a full refund for your order. Please allow 3 to 5 business days for this to reflect back to your payment method on file.

• Initial Complaint

  Date:04/28/2025

  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.

  Ordered 2 shrubs. Cost me ******. Showed up completely destroyed. All they did for shipping was wrap a bag around it with a zip tie and layer them on their side. Arrived with dirt everywhere plants outside the pots. Tried to contact to complain and the force you to fill out a form and make you wait up to 72 hours. WHAT??? Bad customer service!

  Business Response

  Date: 04/29/2025

  We are so sorry your order arrived damaged. We have issued a full refund. Please allow 3 to 5 business days for this to reflect back to your payment method on file.

  Customer Answer

  Date: 04/29/2025

   
  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:04/26/2025

  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 purchased a vanilla strawberry hydrangea tree on 3/30, specifically with the email and product stating "ships in 1-2 days". The first red flag with this company was the product did not ship until about a week later. I contacted customer support asking on an update, to which the reply was "the nursery is packing your order now and it should ship today or tomorrow". That was not the case, and I received no shipping confirmation for roughly a week.Second, I received the tree in awful condition. The branches were all wilted, leaves were brown/black. The tree itself looked NOTHING like what was advertised in their photos AND reviews of what other people received. I got, literally, a stick with 3 branchesand dead leaves on it. People with proper trees got a well branched and shaped tree.FGT policy before complaining states to give the tree time to bounce back. Well I have, and its getting WORSE. ALL of my hydrangeas are beautifully leafing out. Not the one they sent **** complained to FGT TWICE. Once through their contact us, another with a product review. I submitted photos as well. Their response completely ignored my complaint. No resolution given. They sent me a tree in awful condition, that looked absolutely NOTHING like what was ************* review as well was NEVER posted, which again leads me to believe they are falsely advertising their product. People who got lucky getting a properly healthy and pruned tree that matched the description posted 5 stars and their review is live. Where is mine? I paid $127.91 for this tree and I'd like a refund. I don't want a replacement, I don't want store credit. I want a refund. I tried reaching out and got the runaround instead. I would like my money back for this falsely advertised, unhealthy, dying tree.

  Business Response

  Date: 04/28/2025

  We are so sorry your tree is unsatisfactory on arrival. Since we sell live plants, we do not extend refunds under our guarantee however as a one time courtesy we have issued a full refund. Please allow 3 ot 5 business days for this to reflect back to your payment method on file.

  Customer Answer

  Date: 04/29/2025

   
  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.

   I find it important to note that the company has made no comments on mine or other complaints regarding falsified reviews and false depictions on what a customer should receive. 

  
  Thank you. 

  
  

• Initial Complaint

  Date:04/24/2025

  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 13 trees in November 2024 for $875.78 with free shipping. We planted them. They were ************************* They were promoted to thrive in our area and not brown in our winter climate. By mid winter they were brown. Now in April I contacted the company. After sending them many pictures of every tree. With their 1 year guarantee they will send me new trees but are charging me $175 shipping?? They say this is their agreement. However, on their site if I would order $129 worth of trees I get free shipping?? All of it seems ver sketchy and they are really taking advantage of people. The product dies and then you get charged a hefty price to try and get it replaced??

  Business Response

  Date: 04/28/2025

  We are so sorry your plants have perished. Our One Year Warranty covers a replacement plant however it Unfortunatly does not cover the replacement shipping cost. Our shipping cost is based on the cost and weight of the plant. We have sent an invoice for a replacement order under our warranty. 

• Initial Complaint

  Date:04/23/2025

  Type:Order 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 4 boxwoods back on March 9, 2025. When I received the order, I only received 3 boxwoods. After lodging a complaint back on April 9 when I received the plants, which it was difficult to find the contact information, I didnt receive a response for over 5 days. The response indicated that they could potentially send out another one in May when theyre back in stock. I didnt receive another email response for another 3 days after that.

  Business Response

  Date: 04/24/2025

  We are so sorry you were missing an item from your order. Unfortunatly this is out of stock so we do not currently have a replacement avaliable however we are expecting to get more in May or we can issue a store credit or a refund for the missing item. We have sent you a direct email offering options and look forward to your reply.