On Aug 8, 2013, pecantreesucker Houston, TX wrote:
POEPLE,RUN,RUN,RUN,FROM ISON'S. IF YOU LIKE MAKING THIS COMPANY MONEY BUY PURCHASING THEIR DEAD PLANTS AND TREES THEN YOU GOT THE RIGHT PLACE. I CAN'T BELIEVE THEY WOULD SEND OUT A PECAN TREE WITHOUT ANY SIGNS OF GROWTH, YES JUST A 3 FT STICK, AND THEN WANT ANOTHER 50% TO SEND ANOTHER TREE OUT. NOT ME SUCKER, STIFF ME ONCE, SHAME ON YOU,STIFF ME TWICE SHAME ON ME. CUSTOMER BEWARE THEY WILL TELL YOU HOW GREAT THEY ARE BUT YOU ARE ROLLING THE DICE,GOOD LUCK
On Aug 8, 2013, Ison's Nursery & Vineyard responded with:
I would like to sincerely apologize for the poor service you have received from our nursery. We strive to provide the highest quality trees and service to our customer. Unfortunately, sometimes mistakes do happen. We would never intentionally send out a tree that is not alive and/or in poor condition. Unfortunately, we as owners cannot fill every order ourselves and depend on our staff. Sometimes they fail to provide our customers with the highest quality possible. We will continue to work on ensuring that does not happen again.
We will be more than happy to send you a full refund for the pecan tree you ordered from us. We do have a policy that if you receive a tree from us and are not happy with it when you receive you, that you have 30 days to let us know and we will issue a full refund. If you plant it and it fails to leaf out by July 1st we will replace at half price the following year. I am so sorry that we disappointed you in our business. We are a 3rd generation family business and provide ourselves in offering our customers the best service possible.
If you could contact our office and give us the information we will immediately issure you a refund. Again, please accept my deepest apology for the poor service you received. In the future, I hope you will give us another try and you can ask for me personally. Just ask for Janet Ison. "
On Jul 9, 2013, backyardgrowing Littlerock, CA wrote:
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 Jul 9, 2013, 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"
I have ordered from Isons in the past and been very pleased. I tried to order from them in the spring of 2013. I called, I sent emails, no contact. I was trying to spend money and they would not return phone calls. Very poor customer service.
On Jul 5, 2013, Ison's Nursery & Vineyard responded with:
I am so sorry with the difficulty you received trying to contact our nursery. We begin our potting season in the Spring of 2013 and have a smaller staff in our office. We have had issues with our email provided and have since resolved these problems. Our customers are very important to us and are the sole reason our business is successful!
Please allow us in the future to assist you. My name is Janet and I am one of the owners here. We will be fully staffed back in the office in September and we are currently answering our emails daily. We will begin our shipping season in early November.
We have been in business since 1934 and we are a 3rd generation family business. My grandfather started our business on a small scale growing muscadine vines. We have since added products and grown to what we are now.
Again, I am very sorry for the difficulties you had with contacting our nursery! I hope you will give us a call again and feel free to ask for me personally!
Posted on May 13, 2012, updated May 13, 2012
Posted on May 1, 2010, updated May 13, 2012
I ordered nearly $200 worth of 5-6' peach trees (4 Saturn peach trees) from them and received 3-4 ' single "twigs" and 2 of them were dead. I emailed them and it took more than 2 emails to get their attention and when the raplacements arrived they were apparently the 5-6' original ones that should have been sent in the first place but they too were DEAD. They were ordered in late fall 2009 and the replacements were just sent in March 2010 and I am still waiting to hear from Ison's about a replacement or refund. My husband said it looks like I can kiss that money goodbye and maybe it is an expensive lesson I have learned. I will NEVER order any plants via mail order again and will warn others about this. I live in Georgia and ordered from Ison's because I wanted to make sure the trees would grow here. My experience was VERY VERY NEGATIVE.
On May 13th, 2012, zyphia added the following:
Here it is, 2 years later and guess what......the trees have begun to produce fruit and THEY ARE NOT EVEN SATURN PEACHES!!!!!!!! HOW ABOUT THAT....they are not even what I paid for and emailed the company about and finally got replacements for...sigh sigh..you would think I had learned my lesson, huh? But nooooo....stupid me. Now I have another email fired off to them to see what their excuse is going to be. I bet they will say "but you are mistaken, we never sold the Saturn peach"...haha..but little do they know I kept meticulous records of every purchase. I canot believe they not only sent me twigs the first time and the second time they sent me the wrong tree. I wonder if they duped other customers too. Stay tuned. If they do not make this right I am contacting the Better Business Bureau. I noticed Greg Ison made a comment someplace in another post about making my problem *right*..let's see what he does about this one and my fake peach trees. On May 13th, 2012, zyphia added the following:
On May 13, 2012, Ison's Nursery & Vineyard responded with:
We never want to have a disappointed customer! And it has always been our policy to do everything possible to make it right if a customer is not satisfied or if there is an error in an order.
We are a third generation family owned nursery and grower. We take pride in the plants that we grow and the value and service that we offer. We have also worked hard and are proud of our At rating with the Better Business Bureau.
We are saddened to see Ms Widenerís post and that she was disappointed with her plants. We contacted her long ago to address her concerns. Her original order was dated 10/24/2009 for Galaxy Peach Trees in the amount of $130.75.
When she contacted us originally about her order and told us she was not satisfied we reshipped the order, plus we issued her a full refund. And as a gesture of good will we also included a $100 gift certificate that she could use on anything she wanted. She redeemed the gift certificate for kiwi plants and an instant orchard pear tree that were shipped in the winter of 2010/2011.
We called her once again today as a sign of good will and concern for one of our customers after seeing her post.
We truly do care and strive to be the best mail order nursery in the country.
Been gardening 40 years. Isons the worst experience ever. Last year ordered 5 trees, 6 bushes, 2 goji plants. Really wanted goji plants which is why I ordered from them. After many calls looking for my order & getting a different excuse each time, the order came
minus the goji plants although order indicated they were there. After calling was told Sorry, we didn't have any (but they did charge me for them) We called them a few months later to let them know that only one tree grew, everything else was dead. They promised to make it good this season, but have not done so. In forty years, we have had one or two items fail during that time, but never an entire order.
On May 24, 2010, reeve1 Plano, TX (Zone 8b) wrote:
Posted on May 25, 2010, updated May 25, 2010
Posted on May 25, 2010, updated May 25, 2010
I ordered (2) Muscadine Grape Vines and received them in January. Both were in poor condition but one did grow this Spring. I've spent the past 2 weeks now trying to contact someone by telephone and emails for a replacement. They don't answer the phone (let voice mail answer it) and they haven't responded to 3 emails I've sent. It seems that once they have your money, they really don't care what happens to you or your plants. I'm very disappointed with their lack of basic customer support. Unless I hear from them soon I cannot recommend them and will not buy from them again.
On May 24th, 2010, reeve1 added the following:
I will also be reversing charges on my credit card if someone does not contact me by close of business Tuesday, May 25th. You've had 2 weeks.On May 24th, 2010, reeve1 added the following:
concerning isons nursery. they keep changing the sending date on me and the last one (today) was a week from today. the lady said they didn't get the walnut trees in because of the cold weather. Huh? seems to me warm weather might slow things down but you need cold weather for dormancy. it now remains to see what the trees look like if i get them. if they are good i'll upgrade this report. i have a heartnut and thomas black walnut in the ground since they were shipped by another nursery in dec. when i put in all my orders.
I ordered blueberries in February. It is now May, and no plants.
When I called customer service at Ison's Nursery, the guy said the plants were mailed parcel post in February.
There's no way to prove they were ever mailed without a tracking number, so I assume that they forgot to send my plants.
The customer service guy's response to my inquiry was to tell me he had to ask one of the owners if I should get a refund.
Five days later, no call back.
I just sent another Email inquiry about my missing order.
I'm sure Ison's doesn't defraud their mail order customers purposely.
They are probably just incompetent, and customer theft is just a byproduct of that.
My expectation is that I just lost $37.50.
But the other side of the coin is that Ison's lost a repeat customer, and anyone who is near enough to hear my story will not become an Ison's customer either.
I purchased a number of fruit trees in January of this year. Since some were not available, I was told that these would be shipped. After calling a number of times I finally received all but two of the trees in my order. Time passed and when I finally spoke to a representative in April, she told me that these two items would not be available this year; therefore I would receive a refund. When the refund did not arrive in what I thought should be a timely manner, I telephoned and since I never spoke to a live individual, I left messages, then e-mailed. As of today, two weeks have gone by and there has been no returned call, nor e-mail other than the automatic response, and, more importantly, no refund. Maybe tomorrow?
Same experience as first email. Order was placed on first week of Dec. with a promise ship date of Dec. 15th. Order was just received Feb. 6th. But credit card was charged first week of Dec. Also after receiving trees we have had questions and left 2 voicemails with no response. POOR customer service. They seem to have no concern after they get your money!!!
I placed an order in Oct. 2007 for fruit trees, strawberries, muscadine vines and loganberry vines. They cashed my check and it cleared. By middle of January I had not heard anything from them. I called and they told me they would ship last week. I received nothing. I called back on 01/23/08 and was told, once again, they would ship next week. I cancelled the order. I am so disappointed that I did not get my order. I need to find a nursery that will do what it advertises. A very disappointing attempt to get muscadine vines.
After viewing their catalog, I was very excited to order from Ison's. I faxed my order on March 8th, ordering one dwarf peach tree and three blackberry bushes. When I recieved my credit card statement on March 10th, there was a charge from Ison's on it. The dollar amount was for the full order, so I expected to see it arrive any day. According to UPS, my area is only a three day delivery from them. By March 26th I was concerned. I emailed the company with no results. On March 29th I called. A polite lady told me that the order was ready for shipment and would be sent that day or the next. Still I received nothing. I called their customer service line again this morning to cancel my order. They didn't even ask why. I think it is unprofessional to place an order on a credit card before it ships. On top of that I was lied to about my order being ready to ship. I will never order from them again and I encourage others to think twice before they do.
I have bought muscadine plants from this company. I ordered 4 plants, 2 male and 2 female. I was shipped only one female. This plant is dying. I have asked this company for help to select female plants for my two males. I don't get any answer from them. I am new to muscadines, so I think that a seller shall advise and help a buyer to obtain the product you need. This is not done here. I will never buy again from them.