On Jun 14, 2012, shortnorth Kennett Square, PA wrote:
We placed an order in early May for three different types of Hollyhocks - 48 plants all together. Part of the order was shipped out about 2 weeks later and we have been waiting on the rest of the plants. After three more weeks I called customer service and was told that they would be shipping out by the end of that week. I called again the following week because I hadn't heard anything and was told that the order had been cancelled the previous week because the plants were out of season. (From reading the other reviews here it appears it is a common occurrence.) If I hadn't have called I would still be waiting. They said they would refund my credit card but I haven't seen a credit yet. The plants we did get were in good shape but half an order doesn't do me much good. The company shouldn't take our money if they can't deliver on their promised merchandise.
On Jun 14, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Jun 14, 2012 12:27 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate your post and apologize for the problems with your order. One of our customer service representatives will contact you for your account information and make sure you have been refunded.
On April 15, I ordered a Passion Flower Collection from them and my credit card was immediately charged $43.92. Several weeks later I received an email stating that my collection was would be shipped to arrive by June 24. I of course complained and received an email from "Tina" stating that it was due in on 5/15 and they are unable to give a ship date. Two weeks later (5/15) I received an email giving me a delivery date of 6/19 - I replied that if you cannot guarantee delivery inearly then please cancel the order. "Edward" replied that it was due back in stock by 5/20 and they would then ship it to me in a "timely manner" - and they are based on 100% customer service - WOW! Finally on May 28, I inquired as to the status of my order and complained about being charged before they shipped. On may 29, "Anna" replied (this is somewaht unbelievable!) - "at the time of processing this item went out of stock and your order was cancelled. A refund has been issued to you in the amount of $43.92 on 5/25. Please allow 2-3 days fror processing." So Anna is telling me that on 4/15 (the time of processing) they cancelled my order??? I might add that it is now June 4, and I still do not have my money back. Needless to say my true feeling about this organization are not fit for print.
On Jun 4, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Jun 5, 2012 12:00 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate your post and apologize for the problems with our service. One of our customer service representatives will contact you for your account information and make sure you have been refunded. We truly regret that this has happened.
On Jun 1, 2012, curbindee rochester. ny United States wrote:
I ordered 2 ARISAEMA CONSANGUINEUM (giant Jack-in-the pulpit) plants on 2/15/12. They arrived safely and with special instructions which were followed. I planted 1 and gave one to my son. Neither have come up. When I emailed service, a Mark emailed me on 5/12 & indicated that I would receive a refund in 2-3 weeks.I have emailed them on 5/30, 5/31 & 6/1 inquiring about my refund. No one has responded, only canned emails. First of all, waiting 3 weeks for a refund is unheard of and the rudeness of their customer service department is something I do not need. Refund is only $15.85.
On Jun 1, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Jun 1, 2012 1:55 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate your post and apologize for the problems with your plants and service. One of our customer service representatives will contact you for your account information and make sure you have been refunded.
On May 31, 2012, megbrinson Washington D.C. United States wrote:
A few of my plants arrived damaged. Most survived and are doing well--one died. I emailed customer service, and recieved a response within two hours that they would replace the plant. All the emails from this company were polite.
On May 31, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Jun 1, 2012 1:53 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you, we do our best to provide world class customer service. We are always here to help!"
Posted on May 27, 2012, updated May 31, 2012
This is the last year I will order daylilies from Spring Hill. I have had success with their survival, but I now know I cannot depend on them being the cultivar I ordered. I'm posting here because others have said email to them seem to be ignored. This year I am up to three cultivars not being what I ordered. Last year the customer representative I spoke with doubted that the daylily supposed to be Susan Pritchard Petit
did not bloom as a double or was even the wrong color. It could not be replaced and I was issued a refund. Another daylily, Exploded Pumpkin, was planted last year but did not bloom until today. It is supposed to be an orange double, but I have a deep red flower out there! Spring Hill is in the process of replacing Whoppy because it too did not bloom anywhere near what was pictured in the catalog. These daylilies are much more expensive than what I order from daylily farms and the price is for only one fan instead of two.
I expect to recieve what I see, and it is a big disappointment
to see something else when it blooms. I cannot fault the company for trying to make things right for the customer, but I'll be passing on any more daylily orders.
On May 31st, 2012, JanaJP changed the rating from negative to neutral and added the following:
The representatives at Spring Hill have been very cooperative in helping to correct problems with orders. Perhaps the source of incorrect items lies with their suppliers. I realize this creates a problem for them in making adjustments and appreciate the fact that they are willing to do so.On May 31, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 29, 2012 4:15 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for your posting. We apologize that you had received the wrong lilies. One of our customer service representatives will contact you for your account information and make sure everyting is taken care of."
On May 28, 2012, Sherilou Panhandle Gulf Coast, FL (Zone 8b) wrote:
I purchased a rare Hot Papaya Coneflower from Spring Hill Nursery. It was during one of their spring sales and I got it for a great price. Their USPS Priority Mail shipping was very reasonable.
The plant arrived beautiful and healthy. It's growing vigorously for me. I'll order from them again for sure. It's so much easier than running around to all the local nurseries and hardware stores trying to find what I really want.
On May 28, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Jun 1, 2012 1:51 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate you sharing your experience. Enjoy your coneflower."
On May 26, 2012, ghinigirl West Bradenton, FL wrote:
My experience with this company indicates that if you order bare root plants, and they arrive looking like dead sticks, that's what they are. If they arrive showing a little life - a touch of green peeking out, a viable looking plant - then they are going to survive and do wonderfully. I will not be ordering again because of the number I have received looking exactly like dead sticks that were not able to be revived, no matter what. My suggestion to the company, considering the way they ship - which uses UPS ground that is transferred to your local post office for delivery - is to consider the transit time and only ship early in the week. Using this method of delivery, if the estimate is four days and UPS can actually get it to you in three, they hold it to extend it to four (yes, I have tracked a delivery to me that was actually in the local delivery area and held until the estimated date). To compound matters, when it is shipped on a Wednesday, you won't actually receive it until the following Tuesday (the estimate of four days is only based on weekdays, beginning the day after Springhill shows it shipped). This is just too long for plants that young and delicate to survive the shipping process.
On May 26, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 29, 2012 4:18 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for sharing your experience with our company. We do take seriously everything our customers have to say. We will make sure to pass along your suggestion. One of our customer service representatives will contact you for your account information and find out what needs to be replaced."
I placed a fairly good sized order with Spring Hill on 5/18/2012. I haven't received anything yet, but about half my order is currently in transit. The situation that has me on the front about Spring Hill is with two of my plants that haven't yet shipped. I ordered
74513 CAMPANULA BLUE CLIPS
77225 KALEIDOSCOPE BUTTERFLY BUSH
though it says on their site that these two items are in stock and shipping in spring and fall for my area. After I placed my order though the ship date for the two specified plants read 09/17/12-10/08/12. Not only would planting these plants in Colorado in September be an issue, but there was nothing stating a fall ship date prior to them taking my money. The part that's frustrating me the most is that I've tried three times to contact them via email about the situation but haven't heard a thing back. If they fix my problem and all of my plants arrive at the proper time, in healthy condition, i would definitely recommend to friends and family but until then....
On May 25, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 30, 2012 2:36 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for bringing this to our attention and we apologize for the inconvenience. One of our customer service representatives will contact you for your account information and check on your order for you."
At first I had a really good experience with this company. Ordered some roses two years ago and they came in a root bulb. They grew beautifully and even bloomed in a snowstorm in Georgia. Then moved to Texas. Last year I ordered the same ones again. After multiple emails that they were on back order I finally got the roses as starter plants and none of the six I purchased ever made it. Asked to be sent the root bulb roses and was again sent the wrong ones again after multiple emails saying they were backorder. When they finally came in March they were in very poor condition. Called and talked to a representative who reordered the root bulb roses but again they have been on backorder several times. The last time I was told I would get them between 05/14/12-06/04/12. I responded saying that if they weren't shipped this time then I would cancel my order. Well guess what, I received an email today saying they were cancelling my order and that they didn't owe anything. This company continues to be a problem and it appears they have changed how they process their products. They are not reliable and they will lead you on a long path after they have taken your money. Good luck to anyone who decides to purchase from this company. So sad that it's turned out like this because the original roses I ordered we some of the best I've ever had.
On May 22, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 22, 2012 11:26 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate your post and apologize for the problems with your plants. One of our customer service representatives will contact you for your account information and see what we can do to help."
I placed a varied order from Spring Hill in March this year excited about the early warmth. The prices seemed a bit high, but they offered a pretty big discount for new customers so I decided to order from them - they had a lot of the plants I wanted in my garden. I ordered 18 items: hardy ice plants (3), October daphne (2), a Japanese painted fern, poppy anemones (12 bulbs) and mixed lungworts (3). I received a shipping confirmation in a reasonable time frame given the spring shipping schedule, for half of my order, but they ship half UPS with post office delivery and seem to always ship on a Thursday. This method of shipping means plants in a box for a LONG time. My first shipment got lost in the post office somehow (not Spring Hill's fault) and they arrived a day short of two weeks after being shipped. Needless to say, the prognosis for these plants was not so good. The lungwort roots seemed like they'd be ok, so I planted them and hoped for the best, but there was no hope for the rest. I thought the condition of the inside of the box was due to the shipping issues. So I called Spring Hill and got an irritated sounding customer service representative who said to me, "I deal with these types of complaints all day, every day", but she re-ordered my plants and I got a new ship date fairly quickly, so I thought there was hope. Well, the new plants shipped out before my painted fern and poppy anemone bulbs. They again shipped on a thursday and weekended in a UPS warehouse and arrived a week after shipping via USPS. The box was again atrocious - plants loose from their containers and dirt all over. Only ONE of the 5 in that box is currently living, the other 4 were DOA. Then, a week later, I received a fried tiny (I think almost $20) fern, and then a box with a bag of dry bulbs - of the 12 I got, only one sprouted anything and the fern is a sad stick in my yard that I am sure will not miraculously sprout next year. I have not tried for a refund and I definitely do not want another box of dirt on my door step. Just a warning - the are reputable mail order nurseries out there. Do your research. I have received several shients from other companies this year that do know how to properly package and ship beautiful live plants (and funny enough, they cost less too).
On May 17, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 22, 2012 10:18 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate your post and apologize for the problems with your plants. One of our customer service representatives will contact you for your account information and see what we can do to help."
On May 14, 2012, Graidyn Whitney Point, NY (Zone 5b) wrote:
Posted on May 11, 2012, updated May 14, 2012
Posted on May 9, 2012, updated May 11, 2012
Normally, I love Spring Hill. Love them. I ordered magic roses from them last year and lost a couple, which they replaced no problem. Shipping was fast, customer service was great. This year 2 more roses died and they replaced them. When the replacements got here they looked as though someone had literally stomped all over them. They were totally smashed. I called, let them know I wasn't sure they were going to make it and that they had a problem with shipping and they sent out 2 new ones. Everything was great. I ordered some things from Henry Field's & Michigan Bulb. No problems. Everything great and growing fine.
Then May 3rd I placed a huge order with Spring Hill. 13 items that are actually 60 individual plants. At the same time I placed another order with Michigan Bulb for 6 Hydrangeas. Every day that I check it the delivery date is pushed back further and further. Now it's (estimated delivery date# May 23rd. I called this morning and the rep said it was because they were waiting for the growing season for my zone, well that's crazy. They shipped me roses #first shipment of roses this year arrived APRIL 19th#, their sister company shipped me ferns and daylillies #APRIL 26th & MAY 5th# that are doing great. He said he couldn't put a rush on it because it's in processing, but that it would be here by the end of may. He insisted it was in stock, would ship soon, but he couldn't tell me anything else. He was incredibly un-helpful #which is a new experience for me with Spring Hill). It should be here now like everything else has been. Michigan Bulb is doing the same thing, pushing my order back further and further.
I'm in zone 5b. Last frost is April 30th according to the map. We had one a little later but I'm not an idiot, I covered my plants up and they had already sent me some. I don't know what's going on but I'm awfully annoyed that they can't just ship my items so I can get my gardens going!! This has never been an issue before. They have their money, I made sure their spring shipping season was OPEN for me, I ordered ALL spring shipping plants, and they have their money. I just want my plants in a reasonable timeframe from payment. At this point it will be 20 DAYS before I get them instead of the usual 7-10 days. And that's if they don't move it again.
On May 11th, 2012, Graidyn added the following:
Part of my order has now shipped, which certainly makes me happier, but now the part that hasn't yet shipped has been moved back even further - to May 25th! What is up with this? Michigan bulb has also moved my order back to the 25th except for 2 items which have been moved forward to the 18th. This is incredibly frustrating!
On May 14th, 2012, Graidyn added the following:
It is now the 14th and after answering Donna - the customer service rep who responded on the 11th - with the requested account information, I have heard absolutely - nothing. I know that I am supposed to get part of my order on the 16th, but the rest of it has now been moved to the 28th! This is frustrating. All I want is answers - and not "we can't ship because it's not time to ship for your zone yet".On May 14, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 11, 2012 1:21 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for your post. We apologize for the delay with your order. One of our customer service representatives will contact you for your account information and check on your order for you."
On May 13, 2012, flutistgardener Perkasie, PA wrote:
I have placed MANY orders with this company in the past. They have always been prompt in a refund if I had plants that didn't thrive. Please note that the best way to deal with this company is by PHONE, not email.
With that said, I have finally learned the trick to getting healthy plants that survive from Spring Hill, and not be on backorder. I ordered VERY early this year- the beginning of February. Their initial spring shipment actually came 2 weeks earlier than listed on their website, which was fine since I was out gardening already. Everything actually survived this year, and is doing extremely well. I have now learned that if I want to order with this company, I need to start planning for it in the winter, and my results are much better.
On May 13, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 14, 2012 2:12 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for your posting. Happy to hear this worked out for you. We ship our plants according to the USDA as well as maturity of plants and weather conditions, enjoy your garden!"
Posted on May 12, 2012, updated May 12, 2012
This is the first year I tried shipped plants. I have decided to try several nurseries. So far I am neutral in regards to the Spring Hill, leaning toward positive. My mums (10 pieces) arrived in a a horrible shape. I told them about it on facebook. They said to give them some time and if they die, they will replace them.. Unfortunately only three (out of 10) survived. Also, the poppy anemone never showed any growth. I asked for a replacement of the mums and exchange for a different plant (same price) for anemone since it seems none of the consumers seem to have had any growth on anemone.
On the flip side, the lilac, astible bag (6 pieces) and the lilies (3 bulbs) are doing great. They show plenty of lively growth. It seems that my astibles will bloom this year (it its their first year).
I hope my items will be replaced and arrive in a good condition. I also hope that they will not die. I am convinced the mums died because of the condition in which they arrived. If all goes well, i will change my feedback to positive. I cannot complain about the quality of plants other than those that died.
On May 12th, 2012, aniabania changed the rating from neutral to positive and added the following:
I am changing my feedback to positive. I was just informed my mums will be reshiped and I will get a different item instead of anemones. I am very pleased with the customer service. At the end of the day, it is not easy to ship live plants.
On May 10, 2012, MTnic Plentywood, MT (Zone 3b) wrote:
I am not prone to complaining, but I emailed the company within a day or two after my shipment arrived. I didn't demand replacements or a refund, but I mentioned that a few of the plants looked unhealthy and I asked for advice. For instance, I ordered the passiflora collection- one arrived looking healthy, one was marginal, and the other had been decimated by some sort of pest. I've never grown these plants before, so I asked if there was a known enemy pest that was the culprit, how I should treat the plant, and if I needed to quarantine it from the others. The variegated weigela I ordered arrived with most of its leaves crunchy, brown, curled and dry. I asked how to best care for it in this state. One of the roses I received had what appeared to be rust on most of its leaves and one of the carpet phlox plants I received looked nearly dead. Very little of the plant was green, most of it was brown.
Again, I wasn't looking for replacements, I was simply seeking advice. I didn't ever receive a reply to my email. It is unfortunate that one has to post a negative rating in order to have proper attention paid to queries. From the comments about Spring Hill that I have read, it seems the company does respond promptly to negative comments placed on DG, so it strikes me as odd that they don't respond to emails in a similar fashion. Perhaps if they did, they wouldn't have so many negative comments. I've never returned a plant in my life, but then again, I've always been able to view the plant before purchasing. This is the first time I have ordered plants online. The experience wasn't horrible, the plants are all small but most of them will probably survive. I am simply disappointed in Spring Hill's lack of response to my email. I sent it over a week ago.
On May 10, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 11, 2012 1:31 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for your post. We apologize that you did not receive a reply to your email. One of our customer service representatives will contact you and help you with your questions."
Posted on May 3, 2012, updated May 7, 2012
I have ordered from this company satisfactorily for a few years, but just had a strange experience with them and haven't decided yet if I've been scammed or not. I ordered a number of items from them, including a repeat order for a 'Rhapsody in Blue' rose. I was notified that part of my order was shipping, including the aforementioned item, and it arrived today. Though the item was listed on the carton, not only was it not there, there wasn't room in the carton for another item that size. Though I can easily imagine a loser of a shipping clerk deliberately omitting an item after lamely pulling a too-small carton, the associated and incriminating odd fact is that this item has disappeared from the web site, and even looking up its item number '86609' yields nothing, so I have to wonder what gives. A call to customer service resulted in my being told that the rose would be rescheduled to ship next spring, so I am just plain unhappy as well as skeptical right now.
On May 7th, 2012, diPomi changed the rating from negative to positive and added the following:
The customer rep that I spoke to on the phone erred - though not indicated because of a clerical error (the first I've had with this company in years of ordering from them and even more years ordering from Breck's) my bareroot rose is actually on the way. In retrospect I probably also should have mentioned that the rest of my order, which included potted roses, lilacs, columbines and coneflowers, all arrived in excellent condition as usual. Those have already recovered from the stress of being shipped to the west coast.
Paint me mollified.On May 7, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 4, 2012 9:43 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate your post. One of our customer service representative will contact you for your account information and check on what happened with your rose.
On May 4, 2012, Lemurific Cleveland Heights, OH wrote:
Posted on April 20, 2012, updated May 4, 2012
I ordered 2 reblooming lilacs, an arctic fire dogwood, and a dwarf weeping redbud. I was terrified after reading the reviews here. But they shipped before their estimated time, were well packaged, and were in good shape. The lilacs were active and even had flower buds. The redbud was dormant and barefooted but in great shape and a surprising size - 2.5 ft at least. Admiditly, I hoped the dogwood would be bigger. But I got what I expected really. Price was good, I think at about 75 including shipping.
On May 4th, 2012, Lemurific added the following:
Less than a month later and my large weeping redbud has buds, my arctic fire dogwood has tons of growth and my lilacs are looking good. I am very pleased and will certainly buy plants that are difficult to find locally from them and their affiliates again.
I think that it helps to buy the plants during the right time (don't buy spring plants at the end of spring) and obviously for the right zone. On May 4, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Apr 21, 2012 12:49 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Admittedly, finding this web site AFTER I had just purchased from Spring Hill made me nervous, but in reality, there was not much to be nervous about since most businesses that we shop at, whether visible or not, have legitimate and exaggerated complaints about the service and product. With their written return policy which seems pretty lenient, I was comfortable with my purchases.
I got my package yesterday and was happy to see everything nicely packaged and in good condition - the roots seemed great and everything looked free of visible disease/rot! I got those plants in the ground within hours, and I am excited to see their progress!
In my area, I do have access to plenty of quality nurseries, many of which have the same plants that Spring Hill has, but I actually got a better deal from Spring Hill, which was what prompted me to buy from them for the first time. If the price is right, I will certainly do business with them again.
It's silly to think that the nursery is only about a 3 - 4 hour drive, and that the package arrived within 3 days (1 day held over at UPS, then USPS), but that is the sacrifice for doorstep delivery.
I am satisfied with everything thus far - it's up to me now to make sure the roots take. And if problems arise, and I do need assistance, I am confident that I will receive the help that is promised.
On May 4, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 4, 2012 9:37 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for sharing. We are always eager and ready to help with anything just let us know. Happy Gardening!"
On May 3, 2012, MeowingKittens Fruit Hill, OH wrote:
It has been a month since I ordered my items and the shipping date on the website keeps being pushed back and pushed back with no explanation. I have seen people complain that their orders have even been pushed back to the next shipping season.
I keep threatening to cancel and received an email that my order was being processed and would ship in 3-5 days. That was 15 days ago with no activity.
I have emailed since then and have received no response to my complaints.
Keep in mind they charge you IMMEDIATELY when you buy the items unlike other companies which charge you when your items ship. So right now I have paid for items which seems like I will never receive.
Looking at my estimated time of arrival - It is unacceptable to have someone wait 2 and a half months to receive an item. If there is a problem on your end - you should tell the customer. I'm sick and tired of seeing the customer blamed for your shortcomings on this site.
Buying from this vendor is more trouble and worry than its worth. Trust me. Keep better track of your stock available and take it off the webpage before people buy it if you don't have it.
On May 3, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 4, 2012 9:35 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate your post. We apologize for the delay in shipping. One of our customer service representative will contact you for your account information and check on your order for you."
I ordered 4 plants from Springhill. They arrived in less than a month and in good condition. The aster plant was almost 9 inches tall. The three daylilies were bareroot, but each had at least an inch of green growth on them. I planted them over a week ago and they look good.
On May 2, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 3, 2012 11:41 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for your feedback about our company. Enjoy your plants."
So far so good. I placed what I considered a fairly large order(36 plants) and some bulbs and bare root items. I had order two items from Springhill before and did not have any problems with shipping time or the products. So I placed a second larger order on 20 April 2012 praying for the same if not better service and product. I recieved the partial shipment today, 1 May 2012. The remaining items (2) are still in route, and (2) are scheduled to ship the end of the month...according to Ellis a customer service rep, and an email. I must say that I had GREAT concerns after I placed my order, and then reading the negative experiences from others. My plants are healthy looking, packed/shipped well, and headed to thier new homes. I am amazed and surprised at the sizes. I have ordered from another company and paid alot more and got less plant!. My experience thus far has been nothing but wounderful.
On May 1, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 3, 2012 11:30 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate you sharing your experience with your company. Thank you and happy gardening!"
Placed order in early March. On April 1, got confirmation that the plants would ship in June. I called as I felt that was too late for cool-weather, blooming perennials. These were all plants that go dormant in the summer. I was told that they would alter the delivery time. Today, I got the same confirmation - mid- to late-June. When I called they told me that I "obviously, don't know anything about plants" and "they don't have any plants large enough to send out." When I asked if ANYONE was getting these plants sent to them they couldn't answer that. I cancelled the order and told them that I would make no new orders from any of their companies. Their customer NO-service was rude and pejorative. I don't have to order from them and neither do you.
On May 1, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 3, 2012 10:54 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for your posting and we apologize for the problem with your order ship time and our service. One of our customer service representatives will contact you for your account information and see what we can do."
Posted on March 27, 2012, updated April 28, 2012
I ordered 4 Delosperma. The first time they sent rotten and/or dead plants. I asked for replacements and the new plants look worse than the first. You would think they would at least have the sense to send living plants after two tries. I hate to call again, but these are dead! Note: If your Delosperma have moss growing on the pots, you're probably watering too much!
On April 28th, 2012, echinaceamaniac added the following:
This is the worst experience I've ever had with a mail order company. I ordered 4 different varieties of Delosperma (Ice Plants). They sent the first order with all dead/dry and/or rotten plants. I have called them each time telling them which plants were dead. I've received 4 shipments and still only have 3 of the varieties I ordered that arrived half-way alive. One is barely there at all. I got one today and it's all out of the pot and looks rotten. I will never do business with this company again. If you can't grow something as easy as Delosperma, then you are not capable of growing much of anything.On Apr 28, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Apr 4, 2012 11:01 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate your feedback. We apologize for the problem with the plants. Our customer service representative will contact you for your account information and take care of this for you."
Posted on March 27, 2012, updated April 28, 2012
I have been a long time customer of SHN. I have their Freedom Roses and their miniature roses which are doing really well over 8 years now. My hostas are thriving and comes back year after year for over 6 years now and others plants and bulbs that just really good and reliable.
My problem was from my last order. I ordered and was shipped the reblooming lilac and the garden grab bag last June 2011. The bulbs I received was below the expectations I have for a SHN bulbs. They were smaller than usual and was packed loosely with the reblooming lilac which in turn broke the twig in half. Surprisingly though, the lilac which I thought won't survive, is actually doing well. But none of the bulbs survived.
I have contacted SHN via email over a month ago but didn't get any response from them. Very disappointed .
On April 28th, 2012, eurmine changed the rating from negative to positive and added the following:
Thanks for making it right SHN!. I just received my replacement plants and everything looked wonderful! It may seem like it took forever before I received it but I think it was worth the wait. Thanks again! On Apr 28, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Mar 27, 2012 2:03 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for your posting. We will have a customer service representative contact you for your account information and take care of this for you."
Last Fall I ordered 9 irises. I ordered 'Men in Black' and when I do my research, the iris certified as Men in Black is not the one in the catalog nor the one I received. I ordered 'Lest we forget' iris, and I received 'Blatant' labeled with 'Lest we forget'. I ordered 'Ocean Wave' iris and after blooming I discovered that the iris is not 'Ocean wave'. And I can keep going. Out of all 9 iris, 1 died, 2 haven't bloom yet, and out of the other 6, only one correspond to the correct labelled iris ('Slovak Prince'). I don't think I will trust SHN for iris purchases again.
On Apr 27, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 1, 2012 12:35 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for your posting. We will have a customer service representative contact you for your account information and take care of this for you.
On Apr 26, 2012, JOE2SUE Palestine, WV (Zone 6a) wrote:
Posted on April 26, 2012, updated April 26, 2012
I sent Email Actualy 3 emails To Michigan bulb About a Black Rasberry I recieved At same time As Yours Arrived. It was a replacement Also.1 Has Died Same As Yours Did. Recieved Email same day From you And Just today recieved Plants. Very Fast Service.But I have heard Nothing From Michigan Bulb.Thank You Very Much.
GOD BLESS Joe
On April 26th, 2012, JOE2SUE added the following:
PS: My email adress is [ Ineedtocelit@frontier.com ] If I ever Recieve My Plants That Have Died. Will posibily Not order From Michigan Bulb Again. THANKS GOD BLESS JoeOn Apr 26, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 1, 2012 12:51 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for posting. Your black raspberry plant from Michigan Bulb is also being reshipped. Happy Gardening!"
The plants they sent me were in bad condition. Some plants have wilted and broken leaves. The daylily I received was with the root rot problem. They do not respond to my emails. They ship the order too late. I'm waiting for my plants more than 1 month and they expected to ship them only in several weeks!
On Apr 21, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On May 1, 2012 12:45 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for your posting. We will have a customer service representative contact you for your account information and take care of this for you.
On Apr 20, 2012, 5panky Spotsylvania Courthouse, VA wrote:
We just received our order two days ago from the Annual Store. The reason I am posting is because of our disappointment with the size and condition of the plants upon arrival relative to the cost. They arrived in small cells size plants, completely dried out and wilted. I immediately transplanted them into larger pots and watered them and they perked up overnight. I have purchased perennials many time before but I will not buy annuals again from Spring Hill. I can buy twice the plant for 1/3 of the cost locally. Time will tell if the promise of unique color, etc. is realized.
On Apr 20, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Apr 21, 2012 12:51 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate you letting us know. If you have any problems at all just let us know, we will take care of whatever you need."
I decided to try out Spring Hill in February 2012 when I received a catalog with a half off coupon in the mail. This is the first mail-order nursery I have ever purchased from and I wasn't sure what to expect, but figured I'd take my chances with prices being so low. I ordered some asiatic lilly bulbs, 3 of the Peaches n' Dreams hollyhocks, 6 roses, and the zebra grass. I was pleasantly surprised when my order arrived! Everything was sent in one shipment in early March (a perfect time for my area considering the unseasonably warm temps) and packaged to my satisfaction. I unpacked and watered everything and left them sitting by my kitchen window for a couple days before I got around to planting them. So far everything has been growing wonderfully! Especially the zebra grass, which has shot up atleast a foot (in full sun) since planting in late March. The only thing I've noticed is the instructions for the hollyhock say to plant in full sun. I had 2 planted in full sun and 1 in partial shade (about 4-5hours of sun/day). After noticing the one in partial shade looking a little happier than the others I decided to move my sunny hollyhocks to a little shadier location. That was about 2 weeks ago and since then they have taken off! Then again, the soil in my yard varies so greatly it easily could have had something to do with that.
I'm a happy customer, and I will definitely be ordering from Spring Hill again!
On Apr 20, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Apr 21, 2012 1:00 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for posting and sharing your experience with our company. "
Posted on April 6, 2012, updated April 18, 2012
Beware of half off offers from SHN. I wouldn't mind the coupon deducted off shipping and taxes, but they should have told me that up front. Also, it should have shown me an actual TOTAL, WITH shipping and taxes, before putting the order through.
They way they did it, it looked as if I'd hit my 100 dollar mark
Besides, how can they take it off taxes, which have to be payed regardless of sale offers?
That's not taking half off. That's fudging the numbers because the taxes will be reduced by the lower cost. It may be an old trick, but I expected better by a company of such long standing. Shame on me.
On April 18th, 2012, Rottridge added the following:
I'm going to add that the plants shipped were in excellent condition, all alive and well. I still wouldn't go near a sale offer from these folks, but must admit that the plants were of high quality.On Apr 18, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Apr 21, 2012 1:03 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for posting the problem with your discount. We will have a cusrtomer service representative contact you for your account informaiton and take a look at your order discount and see what can be done."
Always a positive rating for SpringHill. Been ordering from them for years and will continue to do so for years to come.
Two years ago, I ordered two of their Incrediball Hydrangeas. They arrived healthy babies. Only one 5 - 6 inch branch per plant. I planted them, fertilized...sometimes, and in less than a month they had tripled in size. They bloomed that year. The blooms last year were exactly as advertised. Twelve inches, or more across! This year...I cannot describe how huge these two plants are. Probably over 4 feet high and three feet wide. Cannot wait for bloom time this year. Amazing as usual!
Their guarantee is not to be beat. Ordered a burning hearts dicentra last year that died. Replaced immediately, currently in the ground, and even though we are having hard frosts this week it's growing beatuifully. This even after staying in the fridge for over a week before planting.
I still say, those people who want these bareroot and 5 inch pot baby plants to perform, in the first year, the same as a garden stores 1 gallon pot need to just stick to the garden stores. But I guarantee, after a few years, my baby plant will be performing as well, if not better!
On Apr 13, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Apr 21, 2012 12:48 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for sharing you experience with our company. You should post some pictures or send them to us, we would love to see. Happy Gardening!"
Posted on October 1, 2007, updated April 8, 2012
Same thing happened to me like CompWiz and Amararrylis6. They told me I had too many refunds and my account was closed.I had too many dead seedlings which are not worth the effort to plant. I cancelled an order and will have nothing more to do with them. They ship to me too late.
After long wait they send half dead seedlings and this is their response. What about their "unconditional lifetime guarantee" which is posted on each of their web pages??? BUYER BEWARE
On January 16th, 2008, stormcloud added the following:
My Eu was scheduled to ship in late September. I've been checking my account weekly since then. Whenever it gets within a week of the expected delivery date, that date magically changes--from late Sept to early Oct; from early Oct to mid Oct; from mid Oct to late Oct. Now it's just jumped from late Oct to early Dec.
This order for FALL delivery has suddenly changed to SPRING delivery. Very, very frustrating. If the plants aren't available, they shouldn't be offering them for sale.
RUDBECKIA GREEN WIZARD #1
Delivery Estimate: 03/23/08 - 04/13/08 On January 22nd, 2008, stormcloud added the following:
After reading through all these comments I am beginning to wonder just who their customers are going to be since they seem to be cancelling the accounts of everyone who has an issue witht he dead twigs they send !On April 13th, 2008, stormcloud added the following:
NOTHING HAS CHANGED....NEW SEASON AND SPRING HILL IS THE SAME AS EVER. BAD
They owed me a replacement plant from last Spring. They kept moving projected delivery date further and further ahead. I finally decided to add 2 shrubs to my order and now they are been doing the same thing with the 3 items. I just wrote them to cancel my order. I do not know if they will....but I am sick of the way they play games with customers. That is it for me with Spring Hill.
Moved from March to April,April to May and now this morning I see May to June. This could go on forever !On May 10th, 2008, stormcloud added the following:
Customer service sent me e mail through Daves. I responded but received no reponse from her.
I have written e mail 3 times to cancel this order. I am sick of their games of moving the ship dates ahead.
No response and no cancellation.
This company is becoming worse and worse. On May 16th, 2008, stormcloud added the following:
Good grief....how does this company stay in business !
My order has once again been moved ahead into June.
They do not respond to the 3 e mails I have already sent requesting cancellation and one of the items was a replacement for a dead plant they sent to me last Spring,
Now I am going to file a complaint with the BBB for what ever use that may be.On April 8th, 2012, stormcloud added the following:
BUYER BEWARE....I thought I would give this place another try since they are advertizing all over the Internet.
I placed an order in January and another in March 2012.
Today i noticed the ship date had been moved ahead another month so I wrote to ask why and when the orders would be shipped.I did not request a replacement because I had received nothing yet. This is the response i received in a very timely fashion. LOL
"Thank you for your email. After reviewing your account we have found that you have returned 80% or more of your purchases with us and a reship will not be issued. It appears that our company's products are not a good match for you, and we regret that we have been unsuccessful in satisfying your gardening needs. We're somewhat puzzled by this, because we do strive for 100% customer satisfaction, and in most cases, achieve it. This can be evident by our devoted customers who purchase year after year from us and by the many testimonials we receive from them.
Any pending reshipments for unsatisfactory product and all new orders will be cancelled. Any payments made will be refunded to you under separate cover. Please allow 4-6 weeks to receive your refund(s). "
So what they did was charge m y credit card months ago, have use of my money and never even let me know they would not be shipping my orders until I wrote to them for information, GOOD RIDDANCE AND I THANK THEM FOR CANCELLING MY ACCOUNT., I DO HOPE I RECEIVE A REFUND FROM THEM,
On Apr 6, 2012, Cavaliers79 Charlottesville, VA wrote:
Posted on March 28, 2012, updated April 6, 2012
Wow -- the plants they sent me were in awful condition, wilted and broken. I would not recommend that anyone buy plants from this company. I should have checked the feedback on this site before I purchased. Not good. Since customer service monitors this site (becasue they do not respond to emails). Order 20700765901 Item 65019
On April 6th, 2012, Cavaliers79 added the following:
Still Negative. I received the reshipped plants today and they are again in bad condition. I took them out of the box immediately after they arrived. I am not sure what makes Spring Hill think they can cram three live plants into a cardboard box, ship them via the USPS, and expect them to arrive in anything but bad shape. I would advise against buying live plants form this company. Go to Lowes or Home Depot.On Apr 6, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Apr 4, 2012 11:03 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate your feedback. We apologize for the problem with the plants and the delay in responding to your email. This is our busiest time of year and we are a little behind. Our customer service representative will contact you for your account information and take care of this for you.
On Apr 4, 2012 12:25 PM, Spring Hill Nursery (aka SpringHillNursery.com) added:
I checked and see your foxgloves were reshipped, did you need anything else?"
Posted on March 28, 2012, updated April 5, 2012
What does Spring Hill do when a plant on their website nets a series of negative reviews? Simple! Clean the slate and start from scratch! Case in point: the Primrose Lilac Bushes. If you google this plant and Spring Hill, it will return a result for 17 out of 17 negatives. Today, the plant on Spring Hill's site doesn't reflect ANY reviews.
Okay, now my complaint. 18 months ago I received three of the tiniest little Beauty of Moscow Lilacs one could imagine. One bush was literally a single twig with three leaves on it. The second was not much better. The third and best of the lot actually had two canes and was a whopping 7" tall. I planted the lilacs, and to my surprise they survived. This is the second spring after planting them in October of 2010, and these sorry plants don't look much different.
I had emailed Spring Hill when I received them, and inquired about how to care for them, since I was worried about their diminutive stature. It was more like they sent me plant "cultures." I got no response.
I was vacillating between a neutral and negative review for Spring Hill since the lilacs actually lived. But I planted two of the same variety of lilac two years prior from my local nursery for just a few bucks more per plant. They are each well over 5 feet tall, and they flowered the same season that I bought them. They are planted in the same soil, with the same exposure as the Spring Hill lilacs which have been such a deep disappointment. Not to mention Spring Hill neglected to respond to my email.
I WANT TO LIKE Spring Hill--their website and catalogues offer many plants and bulbs I'd really like to own. As Spring Hill noted in a response to one of the reviews here, it is easier to post the negative, and fewer people are motivated to post positive experiences. But when there is an overwhelming percentage of negatives vs. positives-- AND when compared to other vendors' ratings, so many more negatives and fewer positives, well, I think that says something.
I'd love it if Spring Hill could pull it together. I'd be willing to give them another try if they can guarantee me that they wouldn't send this type of garbage again. And I'm not asking for replacements--I've grown attached to my sickly specimens. I like a challenge, and with a bit of TLC am determined to grow my lilacs into mature, beautiful plants. Right now they look like Charlie Brown's Christmas Tree.
On April 5th, 2012, CoryBroker changed the rating from negative to positive and added the following:
My response to customer care:
I genuinely appreciate your response--it means a lot. I will be changing my rating to a positive. Thank you for your offer to replace the plants. But I think what I'd rather do is keep them, and just give them a lot of TLC. This week I see that the one smallest plant actually is sending up a few new fledgling branches. And the largest plant is coming along nicely. All three have green leaves and I've fertilized them regularly.
I think there are a few things that come into play here. First, I purchased 5" pots. My expectations might have been a little high. I am a "novice" gardener, and a friend pointed out to me that I am not going to get the same sized plant in a 5" pot that I would from my local gardening center in larger 3 gallon pots. My feeling is that the plants you sent are about two or three years behind what I purchased locally. I will say that they plants arrived in decent packaging. And they DID live!
I would like to offer you some feedback that I think might be valuable. In my opinion, it comes down to managing expectations. And I think the issue you are encountering is that Spring Hill is shipping immature plants and gardeners are disappointed by their diminutive size. This is perpetuated by the photos in Spring Hill's catalogue that show full sized, adult plants. In fairness to your customers and to your company, it might benefit you to show the picture of the healthy, flowering, adult specimen--BUT next to it, show a thumbnail representative of the plant the they customer can reasonably expect to receive by comparison.
You might want to change the way you market, to reflect this change. Perhaps limit the types of plants carried, and inventory less common varieties and hold yourself out as a specialty vendor. Rather than pit yourself against local big boxes and gardening centers who can provide the same things you offer, sell things that one cannot get elsewhere. Note in your marketing that plants will be smaller, but of quality. Then make sure you COMMUNICATE and COORDINATE SHIPPING so that the plants reach your customer when you said they would, and in condition that won't leave room for disappointment.
After you've set reasonable expectations with your customer, do away with the asinine guarantee unless you are prepared to stand behind it 100%, without punitive measures being assigned to customers that actually take you at your word. How many complaints express the same sentiment from customers who feel like they've been "blacklisted" by your company. It seems ridiculous that when a customer indicates a shortcoming with the products you've chosen to ship, that Spring Hill would alienate them by actually preventing them from placing future orders. Wouldn't the solution be to find out the commonality across customer complaints, rectify the problem so that you don't continue having issues--and THEN you would not have to replace so many plants. As it stands, your business model makes no sense to me: sell an inferior product, have to replace the product (for those that actually complain, while profiting from those that don't), re-ship new items as replacements, and oh, this is the part that confuses me--refuse to sell to the very customer to which you spent so much effort marketing with countless fancy catalogues.
Bottom line: 1. Spend money on the front end by shipping a better quality of product, 2. Set customer expectations realistically, 3. Stand behind your guarantee WITHOUT punitive consequences to your customer for YOUR failures, 4. Improve communication (so many complain about this). If you treat your customers as long-time clients, you can't help but run a profitable AND WELL RESPECTED business. It is possible to have both!
CoryOn Apr 5, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Apr 4, 2012 11:25 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for your posting and sharing your thoughts about our company. We apologize that what you received was not in good condition. I will be happy to pass your comments onto our quality department to help improve the quality of our plants."
Posted on April 2, 2012, updated April 5, 2012
I ordered 3 snow on the mountain plants and a weeping cherry tree. When I received them, they are practically dead or on the verge of it. The snow on the mountain plants are tiny with dried yellow leaves. There were only a few green leaves. As for the weeping cherry tree, it is tiny. Basically, it is a stick with three tiny limbs. I'm very disappointed with what I received. To be fair, the ordering process was easy and the items arrived relatively quickly. I'm going to call customer service and see how they respond to my issue.
On April 5th, 2012, tmn7777 changed the rating from negative to neutral and added the following:
Called Springhill Nursery on 4/3/12 at 1PM and talked to Sonya. The plants are basically dead. She said to plant them and allow 3-4 weeks and call back if they are not growing. Received an email from Donna on 4/5/12 via Dave's Garden. I will reserve my judgement after 3-4 weeks after seeing if they plants are alive. The plants are still tiny and barely living.On Apr 5, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Apr 4, 2012 11:57 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate you posting. We apologize for the problems with the plants and we will be happy to reship them to you. A customer service representative will contact you and get your account information to process the reship."
Shipping is incredibly slow and staggered- frustrating when you're trying to fill many beds at once (new home and re-landscaping) The condition of the plants is mostly excellent. Out of the 30 or so plants I've ordered 4 arrived in terrible condition.
The grasses and creeping thyme were completely dried out but I planted them to give them a chance. It's been about 2 weeks and am losing hope for my diamond grass- very disappointing. I cannot say anything about customer service as I have not gone that route, yet. If the plants don't make it I will call and then update here the results.
Due to the nature of mail-order plants... I can't give them a neutral because of a few failures. I'd like to rate theme somewhere between positive and neutral because of slow, slow, slow shipping.
On Apr 2, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Apr 4, 2012 12:00 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for posting. Please let us know if the plants you mentioned do not survive. We will be happy to reship them to you, just let us know. Happy Gardening!"
Posted on March 17, 2012, updated March 28, 2012
Posted on March 13, 2012, updated March 17, 2012
Posted on February 27, 2012, updated March 13, 2012
The plants are mostly OK. Some do better than others for me (as expected); the only minor issue has been flower color. The "Red, White & Blue" Monarda was really more pink, white, and purple, and the "Red Hot Poker" (Kniphofia) I was sent had yellow flowers, but the plants are fine other than that. The first year I ordered from Spring Hill, the verbena was DOA, and I got a quick refund on that. But most of that plants have done very well and are nice additions to my landscaping.
The reason for my negative rating is the order I placed last spring. It took a week to get to me, instead of the usual three days, and it was shipped during unusually hot weather. When I received the shipment, the plants appeared to have been pretty well cooked. I took care of them right away, and gave them a month to see if they would show any sign of life, then contacted customer service. I was told to wait a few more weeks. After a total of four months, the plants were still quite dead; I again contacted customer service, and was told that I would be issued a refund. Five months after that, and no refund yet. I contacted customer service again, and no reply for the past week.
I guess if you are lucky and don't need any special service, Spring Hill is OK. I can't recomment them, though.
On March 13th, 2012, collomia22 added the following:
It has been two more weeks, and I have not been contacted by Spring Hill. I can understand how one message might slip through the cracks, but this is the third time for the same problem.On March 17th, 2012, collomia22 changed the rating from negative to neutral and added the following:
I'm finally getting some feedback from Spring Hill's customer service about my situation. I changed my rating to neutral; at this point, I would say that their plants are mostly good, but their customer service can be frustrating at times.On March 28th, 2012, collomia22 changed the rating from neutral to positive and added the following:
Finally, the mystery has been solved. The refund was indeed issued, but to my wife instead of me. Her name was apparently somewhere in the customer profile from an order she placed several years ago. The confusion could have been avoided if Spring Hill had: a) issued the refund in my name, b) credited the credit card I used for the order, c) included a stub/memorandum with the check, or d) even just sent an email saying the refund check had been mailed. So there was a major communication problem, but SHN did provide a refund.
Given that, I am changing my rating to Positive, with the caution that service can be an problem. Even though my situation was ultimately resolved, I lost a full growing season for the plants involved. There are many potential problems that can occur when purchasing live plants by mail-order, and SHG could do a better job of dealing with them. But most of the plants I've gotten from SHN over the past years have been very nice, and several are now garden centerpieces.On Mar 28, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Feb 27, 2012 11:46 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for your feedback. We appreciate hearing from our customers so that we can better improve in areas that affect our customer negatively. A customer service representative will contact your for your account information and check on your refund.
On Mar 13, 2012 10:11 AM, Spring Hill Nursery (aka SpringHillNursery.com) added:
I have sent you another email, please let me know if you receive this one."
Posted on March 12, 2012, updated March 23, 2012
Well... plants i bought went on sale right after (in a day) . I sent an email if i can get a partial refund because my order didn't ship. No response, got the plants after 3 weeks. I sure hope they are short staffed and can't answer everybody ..i see here they have almost half of their reviews negative and over 100 neutral. I sure hope the plants will do something ... the russian sage was the smallest thing i have ever seen. I think i will just use the local nursery as their prices are not a lot higher. And if their customer service is not good... i really don't have a reason.
On March 23rd, 2012, anckutza changed the rating from negative to neutral and added the following:
I am changing my rating to Neutral from now. I am quite impressed with the prompt answer i got from a representative and how quick they took her of the issue. This means they read and listen and they have the desire to get better. They can definitely change the negative ratings with good follow up like this. I am waiting for my new russian sage and will update.On Mar 23, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Mar 13, 2012 10:14 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for your posting. A customer service representative will contact you and we can refund you the difference in the plants as well as reship a new sage to you."
YOU HAVE TO GIVE IT A TRY AND BUY otherwise you'll never know! They sell plants you cannot find anywhere else except ebay.
I purchased last year for first time. I live in zone 6. Some died, some die not. I attribute that to the zone. A LOT MORE of my ebay plants died than Springhill's! That is GOOD.
My black hollyhock did not flower, just grew lots of huge leaves; I don't know why nor do I care. I am not an EXPERT gardner. Maybe it takes a year or two. It will be huge when it does! :)
My lone surviving lavendar plant lasted all winter, albeit a mild one, and STILL SMELLS GREAT.
I didn't bother or know of lifetime guarantee. Nor did I care. I'll pay more attention this year. I'm raising a special needs child alone, don't have time to worry!
One plant I ordered was out and I received a refund much later via check. I never followed up so it's on me. They refunded without me having to do anything.
Since I never followed up, I did not know why I did not receive until I got the check and it was printed on there, I think. Again, no big deal.
I was pleased with my refund and pleased with the plants that lived. When you live in a place that is HOT and DRY like St. Louis, you never know what will live and what will die!
All my plants ARRIVED ALIVE, placed on porch in shade. I'm going to order now, hope they are not OUT of what I want. My fault for taking two weeks to decide. I want the giant blackberries in the fall.
Happy Gardening everyone.
On Mar 19, 2012, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
"On Mar 27, 2012 1:25 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for sharing your experience with our company. We definately value you as a customer. Happy Gardening to you!"