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On Feb 9, 2014, backyardgrowing Littlerock, CA wrote:
Posted on July 9, 2013, updated February 10, 2014
Posted on June 16, 2013, updated July 9, 2013
I ordered three table grapevines (concord, neptune and reliance). Of the three only neptune and reliance had good root systems. The concord vine was small and had a weak root system.I planted all three and 1 month later my suspicion was correct. The concord vine did not leaf out and was dry/dead. I contacted them 3 TIMES VIA e-mail with no response. BUY AT YOUR OWN RISK. THEY HAVE NO REPLACEMENT GUARANTEE.
On July 9th, 2013, backyardgrowing changed the rating from neutral to negative and added the following:
They responded to my e-mail. In order to get a replacement I have to pay half of the original purchase price. They send me a dead grape vine and yet i have to pay half for a replacement. DO NOT BUY FROM THIS COMPANY!!!!!!!!!!!!!
GO WITH STARKBROS.COM OR GROWORGANIC.COMOn February 9th, 2014, backyardgrowing changed the rating from negative to neutral and added the following:
Last month i received a free replacement from them. Better communication on their part would avoid bad feedback. Their prices are reasonable and one of the cheapest prices. Thank You Ison's Nursery & Vineyard. On Feb 9, 2014, Ison's Nursery & Vineyard responded with:
I am so sorry to here of the problems you had with our nursery. I cannot explain why it took so long for you to get a response to your emails. I have several on staff whose job is to respond and address the needs of each email we receive daily. Your satisfaction is very important to us.
If any customer is not happy with the plant at the time they receive it, they have 30 days to ask for a replacement or a full refund. We do have a policy that if your plants fail to leaf out by July 1st that we will replace the following year at half price. Unfortunately, we cannot guarantee the care the plant receives after it is planted, the conditions in which it is planted such as soil quality nor can we guarantee the weather. We have had many customers who have planted their vines and never watered or fertilized them. For that reason, we implemented a 50% replacement policy. We are a 3rd generation family business and do our best to meet every need of our customers.
We would like to provide you with a full refund of the cost of the vine that you ordered. Your satisfaction is extremely important to us. We would also like to offer our apology for the problems you experienced with our nursery. Our customers make our business and we do all that we can to meet the needs of our customers and provide excellent quality plants for their home garden needs.
We do our best to send out the highest quality plants. Unfortunately, we cannot get up all the orders personally ourselves as owners and depend on our staff to fill orders. I sincerely regret that you received a substandard plant and will do everything possible to ensure your satisfaction. We have been in business since 1934 and pride ourselves in our longevity and quality service we provide.
Please contact us as soon as possible and allow us to take care of this for you. Sincerely, Janet Ison"
On Mar 28, 2013, NicoleC Madison, AL (Zone 7b) wrote:
Posted on March 15, 2013, updated March 28, 2013
My favorite regional walk-in/mail-order nursery did not have the bare root strawberry variety I wanted this year, so I tried another regional nursery: Ison's. The Chandler strawberries I ordered in early February arrived in late February but appeared to be nearly dead; roots dried out and the stubs of leaves rotting. Nothing like the last two times I received bareroot strawberry shipments. I hoped they were dormant, even though Ison's is in a warmer climate than mine and my other Chandler strawberries were already blooming. Strawberries are quite tough, so I planted them in the bed that had been prepared for them and waited. 3 weeks later, only 14 of the 25 plants show signs of life. Meanwhile, some extra plants I moved from my other bed are growing vigorously in the same spot.
To be fair, I did not contact the company to express my disappointment, so I don't know if they would have shipped me new plants. If these are the caliber of plants they are shipping, I don't want a replacement -- these plants will not possibly produce any fruit this year.
On March 28th, 2013, NicoleC changed the rating from negative to neutral and added the following:
March 28: I received a surprise box in the mail today. It seems Ison's saw my negative review, figured out which one was my order and sent me an entirely new order with an apologetic note. The new shipment certainly looks much better than the last -- firm healthy roots, no smell of rot and signs of top growth.
I am upgrading my new to "Neutral," because I feel Ison's is going above and beyond trying to make their customers happy.
Posted on October 25, 2010, updated October 27, 2010
January 2009 I ordered two vines from Ison's order number #101686 in case anyone from Ison's reads this. I ordered one Nesbit and One Fry Seedless. I get them and plant them as directed even though one appears dead and dry.
After one grows for about a month, I call to get a new Fry Seedless sent out, because that is the one that was dead and dry. After trying about 10 times to get a hold of someone, I finally do. Don't expect a callback. Leaving messages is useless. They send out a replacement. I let it go as bad customer service.
About June of 2009 the dead vine shoots up a sprout. So I guess it all worked out for the best right. Well this year I get grapes from my vines. Vine one - supposed to be a Nesbit (Black grape) is a white grape that is aweful tasting. Vine two and three- supposed to be fry seedless (red grape without seeds) turns out to both be late fry from what I can tell, not a bad grape but not even close to what I ordered. Late fry is a bronze grape with seeds.
Last week I rip out the vines and order some new ones. I did not realize it until I got the conformation email today that I had ordered from the same people. I cancelled that order and decided to write a review of my experience.
Overall they have bad customer service and do not ship what you order. Overall I get the feeling that they just do not care.
On October 27th, 2010, Stu77047 changed the rating from negative to neutral and added the following:
I am changing my rating to neutral, because I received a call from Ison's and I felt like they genuinely want to make my order right. I will update as things progress.
On May 18, 2009, dealhound Eagle Springs, NC wrote:
Poor (No) Service followed by Poor Customer Service. Spoke with Darlene (an owner) on the phone early in April. Discussed varieties available and placed order. Had not received order by end of April. Called and was told they could not find my order, even though they had sent me a confirmation email with order # and charged my credit card. Said they would reorder my order (except for the one item no longer available) and ship it the following Monday to receive on Wednesday. Did not receive over the next 10 days. Emailed several times to Darlene. No response. Called and spoke with customer service. Stated she could not find my order, even with order #. Order had never been placed. Now out of most of my order and rep said anything ordered now would be picked over. My vineyard will be a year later because of their incompetence and they seem to not care. Specifically asked rep to have Darlene call me or at least email me with an apology or explanation as to why this had happened and have not heard from her. Did get refund several days after my final conversation.
I beleive company fundamentally honest but ordering process and customer service is incompetent. Can't speak to the quality of their vines, as I never saw one. Have an empty vineyard to look at until this winter when I will obtain stock elsewhere. A simple apology would have gone a long way, but instead, I am left feeling as if I am totally not valued by the Ison family. Order from them at your own peril.
Tim Martin - Eagle Springs, NC
On May 25th, 2009, dealhound changed the rating from negative to neutral and added the following:
I am upgrading Ison's review that I previously made to a neutral with the thought that a good experience combined with a bad experience cancel each other out. This is what happened. I posted the above review on 5/18, about two weeks since I got my refund from them. On 5/20, I received a Fedex from Ison's mailed on the 18th and with a note of apology for my experience from Greg Ison. Also included were my originally ordered grape vines - in triplicate! And at no charge. So, I am not sure, but I guess that Greg got my review from this site and did his best to rectify the problem. I very much appreciate Greg for his efforts, appreciate the vines and am happy that my vineyard will not be a year later. And Greg, if you are reading this, I am watering my vines well and thanks for fixing the problem. I will happily reorder from Ison's next year and hopefully it will all be smooth.
On Feb 26, 2005, nursebee Bethel, NC (Zone 7b) wrote:
I have ordered almost $1,000 worth of stuff from them. It has all arrived in good shape. I was surprised when they charged me at the time of ordering, even if months in advance. This included the $120 for 20 Nobles vines that they did not have or send. They did send me a check, which I did not cash as I lost it. Several attempts to get my money back have not been successful (they have not respsonded to 2 emails). The forum that they used to have on web site was top notch, problem has not been solved for over a year.