I purchased a fruit-cocktail tree, some Primrose, some butterfly bushes, and several Mosquito-shoo plants. The fruit tree had 5 grafts but only 2 of the 5 buds grew. The other plants arrived flat with fungus growing on them from poor packaging. The mosquito-shoo plants were dead and had broken branches. I did as was instructed and returned the original shipping label along with a letter explaining the situation and I included photographs of the arrival date and 2 month later. They replaced the plants a couple weeks ago but the mosquito season has passed and the new fruit tree has had 0 leaves since arrival. NEVER order from them if you want to have green plants.
Worst mail order nursery I have ever dealt with. The plants that arrived looked dead, not dormant. Planted anyway and waited several weeks. Phone contact was impossible. Sent e-mail describing frustration at only 25% survival rate and they still did not look good. They said I had waited too long for a refund. I sent photocopy of original Packing slip in case the 25% died 2 weeks later get my complaint letter and copy back saying only originals are valid. After sending the original they sent a voucher that I could use on my next purchase for $35 on a $70 purchase, said I could use in my next catalog. Haven't received a catalog. Since then the one surviving tree peony does not look like it will make it through the season. SLOW DELIVERY< BAD SERVICE< POORLY STATED RETURN POLICY< and worst of all DEAD PLANTS. Stay far away from this company they are fraudulent.
On May 1, 2015 upon recommendation of Google Ad sites of 'trusted stores' and also the University of Pennsylvania list of nursery sites, I checked out the website of http://www.directgardening.com, and after lengthy searches had placed an order of $227.45 of multiple items. I had trouble originally with their site when it came to checkout, their system had issues...so I had to then call it in. Quantities, items, prices, item numbers, etc. There were 38 items in fact, many with multiple quantity. I paid for it immediately by credit card, and was told it would take 2 weeks to process the order. Ok, I wait. Then, after 3 weeks, emailed using their contact link on their site-I made an inquiry as to the progress of my order, any shipment dates and/or tracking numbers. I got some auto response, that the email was submitted to the 'proper department'. Nothing else followed. So, I called. The number furnished online was constantly busy. It took almost 2 hours to get through with repeat dialing.
I got a customer service gal...she hung up on me. Called back, again taking quite some time to get through. I was not rude, nor impolite so wasn't sure why the first gal hung up. The second gal said they would send through an inquiry communication, however they had no real way to communicate with the growers or shipping department. I called at week 4. Again, no information to be had. No reason for any delay or backorder, again I was told they don't have communication with other departments, and there are no management available within the company, nobody responsible..and even if they did have a boss, he didn't do phone calls or emails with any customers. Hmm. Ok, I wait another week. Call again. Same deal. But, she 'thought' it should be shipping soon as they were processing orders placed 2 to 3 weeks after I placed mine. Oh, that's encouraging. Not. However, they also have trouble processing multiple orders and mine was a 'large' one. Now that's really encouraging.
I asked her: if they didn't want people ordering multiple items perhaps they should stipulate a restriction upon their website, otherwise people assume that the stuff listed and pictured is already growing in greenhouses ready to ship out and people like variety and order accordingly. Sorry I placed an order they couldn't handle, obviously. This has been going on now for 6 weeks and counting. No information, sign of shipment, or tracking number, no way to communicate within the company..no boss or management taking any responsibility for how their company is run, no customer service...just plain repetitious runaround, and excuses, poor reasons at that about growing seasons, weather, mismanagement of their company, their systems...etc. All things I don't want to hear. I want facts, information. At this time, it's way too late to even think of planting this stuff as it's already too hot/dry for it to propagate or transplant. So, I cancelled the order. Now, I am told it could take a couple to several weeks to even receive back my money for the order. Now, why is that? They took it fast enough.
That is not customer service, it's scamming people and not dealing with the very issues or problems they cause with their company failings to begin with. If customers placing orders is a problem..get out of business and don't set up online stores. Don't send out catalogs using yet another name either..or other aliases. Now, people are wondering if they are legit. I should have done more due diligence in checking out this company first prior to ordering, now...I wished I had. There are numberous Better Business Bureau complaints against them, literally hundreds of people who have had the same experience as I have with customer service issues, no deliveries or shipment of product in addition to those that did receive their order after much delay/wait...it was poor quality, root rot, diseased/infected plants, dead plants, poorly shipped/packaged plants..so again, they were not satisfied either with the 'guarantee' policies of this company either or the refund/replacement issues it causes. Don't just take my word for it, do your due diligence. Check them out, read the complaints. They are too numerous, and we can't all be wrong. I made the mistake of trusting they were a reputable company, don't be as stupid as me and order. Or you may be reporting them next.
To date: they have been sent two emails in writing to cancel this order, in addition to also calling them on the phone Monday to follow up. On Tuesday, I received an email stating that it may be 'already too late to cancel as the order is already in the shipping department.' I have already called Fri. June 13, and Sat. June 14 (as a matter of fact, Saturday was when I FINALLY found out what the whole holdup was: the lemon fluff and monarda were out of stock on backorder, and finally had come in, but was too young to ship. Their policy is to not ship anything until the WHOLE ORDER is complete. They do not call, nor email any such problems to inform the customer, and obviously they never heard of the snail mail system either, or what a stamp is for. This is despite having an address, phone number and email address on their customers. Their system doesn't allow them to call out or email. Hmm, and this is an internet business and even a catalog company (under other alias like House of Wesley, Berks gardening, etc?) They obviously DO reply to emails, I have had such replies, but it is very brief, vague and no real information, more like automated response type. So, that isn't factual either. The customer should be notified immediately of back orders and out of stocks to either A. Wait for them to come in, B. Cancel them and refund off the order to avoid shipping delays, or C. Select something ELSE, that IS in stock and get it shipped. However, no such policy or forethought on that subject. So, I KNOW my order was not shipped or even ready TO be shipped at that point as they have been warned for the past three weeks to ship what they DID have, and said they couldn't...their system wouldn't allow it. This is not 1932, and in 2015 there has been MUCH improvement and technology..why can't they USE IT?) However even midday on Mon. June 15..and there was no such order in shipping even yet, nor a shipping label printed on yet the other 3 boxes of items, nor tracking numbers of any kind to confirm that said order had already been picked up and in the usps system as having been shipped out. In my book, this order IS officially cancelled and this is a ploy on their part to 'hurry up and ship', then the real nightmare begins even yet..trying to get healthy replacements for any sickly, diseased or dead plants, etc. etc.etc. or even a refund at that time. I just want this whole nightmare to end, and have told them such..just send the refund of my money. However, I've been advised it can also take up to two weeks to so-call process. Why? They sure processed THAT fast enough, though it takes them two weeks to even get around to doing the order....I think they are stalling, trying to buy time. However, no person can buy time...it runs out too quickly and VERY freely. I have also been hung up on now 3 times just today alone..so, they obviously aren't taking any phone calls no matter how many times one dials and gets busy signals just to keep redialing until you get through. That can take up to a couple hours at times. Been there, done that.....very frustrating!!!! I can not recommend this company to anyone, ever! DO NOT SHOP THERE....do the reviews and due diligence first! I really wished I had....at this point, I am furious and wouldn't accept any shipment even if it DID show up. I would send it right back to them rejected. It's the principle and I do not like being treated like toilet paper by companies like this. I placed my order, paid for it..and they couldn't even give me the courtesy of treating me like a valued customer. I got runarounds, lies and excuses that aren't even valid reasons. Fact.
These were all shipped in a bag, the 2 Geranium, Mosquito Shooplants were smashed between cardboard and stapled even the small bag of roots Smashed. These plants were dead, Here is their policy "If any item you purchased from us does not live, for a one time FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within 1 year of receipt"
I had to do this 4 times which spaned over a 5 month period and each time the plants were worse, last ones were stuck to the cardboard, dead,dried out and mold on the plants and the cardboard. I sent them pictures every time and they don't seem to care how they ship their plant and how they look when recv'd. Who ships live plant like this? House of Wesley. This is when I requsested a refund of couse wasting another stamp to return the label. They don't give you a refund of your money, they mail you a Replacement Certificate. I mailed that in 3/20/15 ordered their Phlox Mix, Creeping qty 5 for $3.79 asked for extra to make up the differace of the $4.96 on certificate. I have still not recv'd my plants or a confermation that they even recv'd my order with the Replacement Certificate. I just want my plants so I can be done with this company.
On May 4, 2015, House of Wesley responded with:
"On Jun 7, 2015 12:25 PM, House of Wesley responded with:
We are sorry to hear of this customerís experience.. We do have both a refund and a replacement guarantee which is clearly posted on our website and we stand behind them.
A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem
On May 28, 2014, palmtree19 Harmony Township, PA wrote:
I am nopt happy with this company at all. I ordered over 200 dollars worth of plants. None of the plants were the size they were suppose to be. It was disgusting for the price I payed for some of the items. As soon as I got the order and saw some of the plants they went right back in the bag and to the post office I went. I shipped them back asking for a refund. IT has been a month and still no refund. It is a 100 dollars worth of merchandise. They say nothing is in the system and it takes time. if that was them waiting to be paid they would want their money immediatly. So where is mine???????????? I am getting very tired of waiting. The plants that I did receive some are doing good and some are dead all ready. Very poor quality. I will never order from this company again nor do I recommend any one order from them. It is a scam!!!!!!! False advertisment!!!!!
This goes out to fellow gardeners, who value their plants as much as I do and orders from mail order plant catalogs frequently: This past spring I ordered appr. $100 worth of plants from House of Wesley. It took forever before I finally got my order in the mail! When I received the plants, they were in such bad shape, I did not figure anything would live the bushes that I received were twigs, the tree that I ordered was a dead stick, the banana plant leaves were all dead, and the Japanese grass was dead and none existent. Even though the plants were in such bad shape, I planted them anyway. I took pictures of the package when I got it in the mail, took pictures that very same day after they were planted, and took pictures of them a few days ago. Some of the plants hung on and survived, while the fruit cocktail tree and the Japanese forest grass did not make it. I just got off the phone with customer service and I got the runaround of my life! The girl told me that since it had been over 14 days that I could not get a refund and if I wanted replacements that I had to write a letter (what company does that for refunds!?!?) and explain what was wrong with my plants in detail and why I want a replacement (which I want A REFUND) and they would send new ones. Well if they are anything like what I got from them this time, I don't want them sending me dead stuff again and me have to go thru this mess again!!! I'm warning you people ... DO NOT WASTE YOUR MONEY AND ORDER FROM THIS COMPANY, BECAUSE THEY WILL SCAM YOU OUT OF YOUR HARD EARNED MONEY!!! I'm very dissatisfied with this company and will not waste my time or money on The House Of Wesley ever again!!! There catalogs will go in the trash or used to start a fire; that's all they are good for! Oh, Grace Avery, manager of H.O.W, you WILL receive a nasty letter from me and I will push this as far as it takes to get my money back!
On Jun 17, 2013, House of Wesley responded with:
"On Jul 30, 2013 2:45 PM, House of Wesley responded with:
A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem."
On Jun 10, 2013, jmorris555 Halfway House, PA wrote:
placed an order for plants last spring; some arrived in good condition, but most were moldy and slimy. very disappointing since it took eons for my order to arrive. contacted customer service and after several calls and mailings; i was told i was past my 14 day refund time; was sent a merchandise credit to use this year. i placed an order, which again took forever to get.
guess what?????? plants are in worse condition than last year's order. being a fool that i am, i planted them anyway. now i have five pots of dead sticks..... what's the point????? feeling very ripped off at this point, as i have no recourse. i give this whole fiasco and this lousy company an "F"
I ordered several items from them, hey they had guarantees and told me everything was legit and fine. When I got the items they were not as described; very scrawny, tiny and barely alive. I felt sorry for these tiny plants! I planted them anyway and only one survived. I did everything they demanded from me for returns, then was informed they cant send me replacements because it was the wrong time of year. So when the right time of year came I wrote them, several times, asking them why they wont deliver the replacement plants. They slowly and begrudgingly, did finally send replacements.... moldy replacements that were rotten and slimy! They were too far gone for the compost heap! I wrote again asking to replace them. Oh too bad, it's past the year time guarantee!!!! It's our policy, ya know!!!! Never ever buy from them! I reported them to the BBB.
On Mar 24, 2013, House of Wesley responded with:
"On Apr 11, 2013 1:38 PM, House of Wesley responded with:
We are sorry to hear of the problem with this customers order. A customer care representative has contacted this customer for further information. "
House of Wesley - In the past I have ordered Dalias. The rhizomes are dried up and don't produce anything. I have complained (and sent them the dried up shipment back) just to be told it was too late for shipping anymore - season over. I ordered a certain color rose and received the wrong color once it bloomed. They would not do anything about it. I, too, have lost a lot of money through this company and the other names they send under. I have told them to stop sending me anymore catalogues to no avail. I don't want their JUNK or any part of these people!
On Dec 1, 2012, House of Wesley responded with:
"On Dec 3, 2012 3:18 PM, House of Wesley responded with:
We are sorry to hear of this customers experience. We do have a 1 year replacement guarantee on all of our plants and we do stand behind this guarantee. A customer care representative has contact this customer for further information.
On Dec 3, 2012 3:18 PM, House of Wesley added:
We are sorry to hear of this customers experience. We do have a 1 year replacement guarantee on all of our plants and we do stand behind this guarantee. A customer care representative has contact this customer for further information.
NEVER have I experienced such a horrible, dishonest business. Found these crooks on an AMAZON site which somehow gave them some ligitamacy.
I have been robbed of almost $200.00 but will purse it
though every consumer protection avenue possible. I know by using the US Postal service they are commiting interstate mail fraud. IF YOU ARE ON THIS SITE BECAUSE YOU'VE BEEN ROBBED BY THEM...TAKE A NUMBER...or if you are looking for a reference before ordering BEWARE. They are crooks.
On Nov 7, 2012, House of Wesley responded with:
"On Nov 14, 2012 12:50 PM, House of Wesley responded with:
A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem.
Posted on October 24, 2012, updated November 1, 2012
From the time a portion of my first order (three orders in total for close to $400) from Direct Gardening (House of Wesley) I have had issues with the quality of the plants and the ineffective customer service. After calls, emails and sending the required materials to have plants replaced (because the plants I received were in horrible condition and even after trying to coax them along for eight weeks never grew -) TWO TIMES! I have come to the conclusion that this company has no intention of honoring any of its guarantees. The first time my paperwork and mailing labels were returned (three weeks later) without any action of claim relief was because someone couldn't read my Word document and wanted the word document updated with a different color ink to say specifically how many items to be replaced. Okay - followed that to the letter, got all my materials back another three weeks later (!) saying I had to send a different mailing label for one missing item. What should have happened was a phone call to say, "hey we can go ahead and replace everything except item X, is that okay" but no, I have to send everything back for a THIRD TIME - which by now makes me wonder if I will even get my plants! I will send everything back with a note saying to replace everything but the item where I don't have a shipping label. In my opinion these guys seem to be crooks, or at minimum, not smart about customer service. I received plants sealed in plastic WITHIN PLASTIC during July and August - and most were dead, some were so molded they looked like the gook in a frig when you forget you've got bean sprouts in the crisper drawer for four months. Bad packaging, even worse customer service, and I am going to do research to find the Illinois consumer advocate and report this. BTW - calling to with a real customer support person is worse, I think the folks on the phone lines get points for being officious, rude and nasty.
On November 1st, 2012, annedesautels added the following:
Today, Nov. 1st - I got a brief message from Hannah in customer service asking for my address. We'll see what happens. At least if my items are replaced during this time of year, the plastic within plastic wrapping won't kill the plants. My concern is that I WANT THE ITEMS I ORIGINALLY ORDERED and hope that I will not get cheap(er) substitutes, especially on the roses and dahlias. I will post back and let readers know how House of Wesley handled this.On Nov 1, 2012, House of Wesley responded with:
"On Oct 31, 2012 8:48 AM, House of Wesley responded with:
We are sorry to hear of this customers experience. We do have a 1 year replacement guarantee on all of our plants and we do stand behind this guarantee. A customer care representative has contact this customer for further information. "
On May 31, 2012, megbrinson Washington D.C. United States wrote:
Several plants arrived in poor shape--but the directions say that bareroot plants need several weeks to revive. Well they just died, and I didn't keep the (dirt covered) packing statements. When I emailed the company, they said they would accept a canceled check or credit card statement as proof of purchase, but they admit they have a record of the transaction, so why should I send them my bank or credit card information, especially after reading the reviews here? It seems designed to keep people from claiming the guarantee. I also let them know that rampant use of ALLCAPS in their emails seems rude. I hope it isn't on purpose.
On May 31, 2012, House of Wesley responded with:
"On Jul 16, 2012 10:30 AM, House of Wesley responded with:
We are sorry to hear of this problem. A customer care representative has contacted this customer for further information.
On Mar 19, 2012, moetsch123 Poolville United States wrote:
I recently ordered from House of Wesley and had problems with my order. I contacted them about the problem. In order to correct the problem with my initial order they insist I return the original label and thus forfeit my one year guarantee for the rest of the plants on that same order.
House of Wesley has a serious quality control problem. I will no longer do business with them again.
Here's a copy of my correspondence with them:
Hello. I am writing regarding a recent order I placed and received. The label says Package ID#: 122443853. There were several problems with this order:
1. I only received one package of 7820 Eye Tiger Dtch Iris. I
should have received two pacages for a total of 10 bulbs. Please send me the other 5 bulbs.
2. One of the 7820 Eye Tiger Dtch Iris bulbs was totally rotten and molded. Please send a replacement.
3. Concerning item # 5369 and 5389: each had a totally rotten bulb that was mush in my hand. Please send a replacement.
House of Wesley, DO NOT DO BUSINESS with them, unless you want aggrevation, getting ripped off, and only getting some money back or nothing at all.
I placed an order for tacca "bat flower" they said they sent them in june, the postman said they did not. when I called them for replacement, I went threw a lot of crap about they mailed them on such a date, when I asked for them to send me proof, they can't.They finally gave in and said we will ship you out your order immediately.....so I am waiting, notified my postman, nothing..and then I recieve a letter stating that they are out of the plant and I will have to wait till next year to recieve the plants....I called up, talked with a nasty guy, and he stated that he get complaints all day long about the company but that doesn't bother them. Then he said he needed to go talk to a supervisor...came back and said he couldn't do anything, that if I wanted all my money back I would have to send the PostCard back that they sent me. Hung up very rudely...I sent the card back the next day and cancelled and said to send my $29.99 back to my credit card...when I called them after not hearring from them for 2 months, they said oh your money is being put back in your credit card account tommorrow.....Today I received a letter stating that here is $19.50 merchandise credit voucher to be spent purchasing something from these idiots, and it must all be spent on 1 plant, not devided among many plants...they stole the $10.00 for shipping, and they think after all this I want to buy from them again....I am filing with the Better Business on Monday and with the Attorney General from the state of Il. on this Company...I want my $29.99 back in my credit card and NEVER to do business with this Company or Burgess seed which they also own.This is an AWFUL way to do business and from all the NEGATIVE comments that are here, they have screwed the public way to much.......THIS IS HOW YOU CAN GET EVEN WITH THEM: in there book is an envelope that they pay the postage on....cut up small pieces of newspaper and fill the envelope up, keep filling, until the flap can only go down to be taped, you should be able to get at least 1" high inside the envelope filled...TAPE the envelope shut, and mail. when they get the envelope, its very heavy, and the post office charges them by the weight of the envelope, and this is expensive to them....If enough people do this, this will cost them alot in postage, and maybe they will finally wake up.....after all they stole from everyone of us, that put a negative comment here...
I was amazed at the BAD BUSINESS experience. I ordered my plants on May 6, my credit card was charged by May 13, I finally received the first portion of my order the last week in June, after I asked them repeatedly to refund my credit card and cancel my order. I received the second portion of my order today, 80+ days after I placed my order. Come on, surely they can stock better than that. And most companies do not charge your credit card until the order is shipped. Really felt like this was more of a bait and switch operation. I haven't dealt with anyone this crooked in a while.
I sent an email yesterday explaining that my some of my plants died. Sent detailed information as to which ones never came up. I was told I would need to return the orginal receipt so they would have proof of purchase. Really???? The original receipt was glued on a very dirty plastic bag that I had no inclination to keep.
I would recommend NO ONE EVER DO BUSINESS with House of Wesley or their affiliates.
On Jun 11, 2011, snshnsmile3 Schuylerville, NY wrote:
I ordered from this company with the full expectation of waiting 2 weeks for my plants - after almost a month I had received no plants, and no notification that they had been shipped. I called the company - and was informed my order had not shipped - and would not be shipped for 'at least' another week. I was told I could not cancel on the phone - I had to by email or letter. I emailed, cancelled the order and requested the full refund. A week later I received my order, and a snippy email that my order was shipped they could not refund my money unless I sent the plants back. I was annoyed - I sent the plants back return receipt - at my expense. Once I knew they had the plants per USPS confirmation #, I waited 2 days, and then called the company. The first rep hung up on me. I called back; the second rep told me I should have attached a letter to the return stating I wanted a refund. At this point several emails and phone calls had gone to their company - I felt inconvenienced and told her so, and that I had not written a letter because I felt they had plenty of notice of my wishes for a full refund. She understood, she stated she would write something up, and I would get a refund in 2 weeks. 2 weeks came and went - I called and was told wait another week 'at least'. In the meantime, I made a complaint to the BBB - and wouldn't you know it - soon after I got an email that my refund was processed. Funny thing though - they subtracted the amt of shipping costs - even though I told them not to ship it in the first place - that's apparently my cost to swallow. I would not suggest buying anything from this company unless you really want to be frustrated. I intend to also file a complaint with the Attorney General of their state.
Ordered in late March. They charged my Credit Card 4/7/11 for $97.69. Their catalog does not give a shipping estimate but their web site states 1-2 weeks. I was told on 4/15/11 my order was in shipping. When I did not receive order I asked for a refund on 4/25 and was told it would take 1-2 weeks to give me the refund. I am going away on May 17th and could not receive the order. After my emails asking when they would credit my account on May 12 2011 they sent me an email stating no refund, they decided to ship. Well I must assume if it does arrive when I am not home it will be spoiled.
I feel that House of Wesley is a Very Bad Company to deal with!!!!!!!
Sometimes an offer seems too good to be true... I ordered from House of Wesley (DirectGardening.com) on April 11th. My credit card was billed IMMEDIATELY (of course) and it said to wait 1-2 weeks for processing. On April 29th I still didn't have my plants... so I e-mailed them. You're supposed to use your order number each time, and I did... and they e-mailed me back on Saturday April 30th that I didn't include enough information because they ALSO needed my mailing address in the e-mail- Whatever! I e-mailed back immediately... and by Monday May 2nd I STILL hadn't heard anything from them. So I called. Busy Signal. ALL. DAMN. DAY. I FINALLY got a live person at 5 p.m.-- she explained that my order might be SEVERAL MORE WEEKS....um, at this point it's May 2nd and the weeping cherry tree I ordered was intended to be a Mothers Day gift. WELL. She explained that there was a massive supply chain problem and "a lot of dissatisfied customers" - so I said "Just cancel it." WELL... in order to cancel the order you have to do it in WRITING. So I sent 4 separate letters to them addressed to various people (including the President of the Company- listed on the BBB website...)
While I was at the BBB website I saw that they only give them a D- rating! GOD I wish I found that website (and this one!) before I clicked "ORDER"!!! I will never do business with this company again, and I'm PRAYING I get a credit to my charge card before HELL freezes over! That'll teach me for not buying from a local business...
I finally received my order Fri. 4/29. The order was placed 3/30. I am hoping the rose will grow. It came to me very unprotected in a plastic bag. I am very surprised that the roots were not broken. It is unexcusable the length of time it took to receive this rose and it was packaged very shabbily. This is absolutely the last time I will order from this company.
I don't understand why this company is still survival. If you order anything from them, don't expect to receive anything that likes what you see in their website. I spent $30 for flowers, but they delivered a bounch of roots, no flower at all. I will never do any business with them any more. NEVER!
On Apr 25, 2011, JustTheWoot Virginia Beach, VA wrote:
I am in an e-mail "battle" with House of Wesley as of this moment. The catalog came a month ago or so and I should have listened to the bells going off in my head! Only after placing my order for $60 worth of flowers and bulbs did I see online all the complaints! I'm sure years ago I filed my OWN complaints with the BBB.
Their website clearly states: "Please allow 1-2 weeks for your order to be processed. We will then ship based on weather and availability of the plants".
Well, it has been nearly a month since my March 26th order was placed online, and I have yet to recieve anything but a runaround from phonecalls and e-mails.
Today I filed a complaint with the BBB after I was told in an e-mail "We will forward your request for cancellation to the appropriate department to try to cancel this order before shipping occurs" ... when I have been told several times my order has not shipped!
I will NEVER order from this company or any of its half-dozen other names. I'll just be generally suspicious of ANY flower/bulb catalog that arrives! Grrrrrr ... !!
This place is hit or miss. I ordered from them twice in 2010. The first time the shipment was fast, however, half the plants never grew (lavender and some ferns). The bulbs and morning glories did well
The second time I ordered was awful. It took over three months to get the mother-of-thyme and periwinkle I ordered. I asked twice to cancel the order, both times I was told it was accomplished. After two weeks I asked why no credit had appeared on my card; the response was the ordered shipped because they couldn't "catch it in time." Both the thyme and the periwinkle were dead on arrival. I didn't even bother to send back the dead plants with the mailing label because I don't want to deal with this company again.
Last spring I ordered a number of plants from this outfit. Among them 15 Phlox, 6 giant primroses. Of the Phlox, 9 were dead on arrival, but I thought that they were perhaps dormant and planted them anyway. None of them grew. Of the remainder, only two are still showing some leaves. All but two of the primroses are still showing anything and all the others are gone.
These flowers are planted in my flower garden and are watered and treated like a number of other annuals and perennials that I bought at a local nursery and are thriwing around and near them. I can only conclude that the plant stock that they sold me was of low quality. I shall not buy from this company again.
On June 11, I ordered 8 items, paying about $60 by credit card.
When they did not arrive by June 22, I called and asked that that order be canceled and that the materials be sent in the spring of 2011, when the planting season would be more appropriate. They said they would comply. I asked for writtten confirmation; They said they'd try.
I never got confirmation of cancellation, but I DID receive the plants! In JULY (mailed on June 30).
I called. "Elizabeth" said my cancellation had to be in writing; she also said the plants had been mailed on June 22 (despite the 6/30/10 on the package). She also said I would have to pay for the return postage!! This latter was NINE DOLLARS that I had to pay for THEIR mistake!
There's more, but you get the idea. Terrible customer service, terrible return policy, incompetent mailing department. I've asked them IN WRITING, of course, to remove my name from their mailing list.
Do yourself a favor and NEVER use the House of Wesley in IL!! Unless you want headaches!
On Jun 28, 2010, willowblkcloud Gresham, WI wrote:
Posted on February 22, 2007, updated June 28, 2010
Last year I ordered 6 Emperess Trees from House of Wesley. They came, but were not what I expected. They appeared to be dead sticks, and three were actually hollow. I put aside my doubts and planted them. As expected, they did not grow. I have just sent in my original shipping label and will give the company the benefit of doubt until I receive the replacements. If I get more dead sticks I will be on this site again. I am thankful for this site, since it has given me names of several other companies involved with House of Wesley. I believe 4 seasons was one of them. I have also sent the original shipping label into them for 18 blue spruce trees which are all dead. Half of those came and were covered in mold. To be fair, I did get four 3 in 1 crab trees from 4 seasons and they are doing ok. WISH ME LUCK! Either way (satisfied or extremely angry) you will see something from me in the near future.
On April 11th, 2007, willowblkcloud changed the rating from neutral to negative and added the following:
I'M back......I just recieved my 6 replacement empress trees from House of Wesley. THEY AGAIN LOOK LIKE DEAD STICKS!!!!!!! I am very disappointed, and this replacement order forced me to change my rating from Neutral to Negative. I cannot believe that this company is allowed to remain in business. I will have to say that I have recieved my replacement order from FOUR SEASONS (18 Blue Spruce trees) and they appear to be alive. We will see what happens when I plant them. On April 22nd, 2007, willowblkcloud changed the rating from negative to neutral and added the following:
I hate to seem fickle, but I once again have to change my rating-At least for the time being. To be fair, I based my last change (to negative) on the observations of family members, as I had my replacement orders sent to their house. I have just returned from planting the 6 Emperess trees that I received from House of Wesley. I have to say that while the tree stems are indeed hollow, the root structures on the replacement plants are WAY better developed than the original ones I got. The plants are also about 10 times larger than the twigs I got the first time. I don't know if they are supposed to be hollow, but the stems appear to be very sturdy and I will give them a chance to thrive and (hopefully) grow. I also planted the replacement Blue Spruce trees from related company Four Seasons. They also were over double the size of the originals, and only three of the eighteen had mold on them. (two pretty bad and one semi bad). I too will give them a chance. I will be monitoring their progress and will keep this site updated. P.S. I did not have to do any extra follow-up calls or letters to receive my replacement merchandise. I just sent in the original shipping labels like requested. That is something I have to give both companies credit for. I am changing my rating back to neutral and will see if that changes after the summer growing season. On June 28th, 2010, willowblkcloud changed the rating from neutral to negative and added the following:
Nothing grew because I guess you can't get live trees and plants from dead twigs. Nothing came up, bloomed, or grew in any way, shape, or form. BEWARE! The house of wesley is the worst place I have ever dealt with, Never again.
I placed an order for 36 Hemlock Trees, 1 red clematis, climbing blue moon rose and mixed hybrid lily's. My credit card was charged the day I placed my order and it took me disputing the charge with my credit card company just to receive the order almost two months later, against my better judgment I kept the order and decided to go ahead and plant the half dead looking trees they sent me figuring I would give them a chance to live, after they kept repeating the phrase "remember we ship our items dormant". As of today the trees are dead, the clematis plant is dead and the blue rose bush is blooming red, the lily's are the only thing living. I called the company this morning to get a refund for the dead trees, I do not want replacement trees why should I go through the trouble of replanting 36 trees to have them die again. They will not refund my money, they insist that in order for a refund you have to return the items in 14 days, so much for giving them a chance to live. This company SUCKS and I will never do business with them again, I only wish I would have found this website before I placed an order with them. At this point I would rather cut my losses than plant more of their dead crap. Ripoff artists are what they are...beware and stay away from HOUSE OF WESLEY!
On Jun 18, 2010, Weeble Defuniak Springs, FL wrote:
I ordered over $100.00 worth of flowers. They were all dead when I received them. DEAD NOT DORMANT. I returned all just as I was instructed to do so. I have not heard a word from this company! DO NOT ORDER FROM THIS COMPANY!!! I HAVE AND WILL CONTINUE TO TELL EVERYONE, STAY AWAY FROM THIS COMPANY AND ITS PARTNERS.
On Jun 2, 2010, masumner Salt Lake City, UT wrote:
My order was for 3 Josephine Clematis and 3 Blue Light Clematis. I received 2 of the Josephine's and 3 Blue Lights. Also ordered 6 Jumbo Canadian Hemlock which arrived looking very dead. I wish that I had read the comments prior to ordering and I will never order from this company again.
I placed an order on 4/23/10. The catalog states 2-3 weeks for shipping. On 5/12 when I did not have the order, or any communication regarding the order, I emailed a request to track it. The response came 5 days later, saying House of Wesley cannot track orders. But in the meantime, I had attempted to call their long distance # (who doesn't have a toll free #?) and found that part of the order had shipped, and the remaining part was still being processed. The first part of the order arrived 5/15/10. I immediately put them in the ground, as the plants looked as though they were on the verge of death. I tried to call again and cancel the order (by the way, getting them on the phone takes some effort as the line is consistently busy) but they said it was too late to cancel. The remaining part of the order arrived 5/29/10. I should also note that every one of the plants from the first part of the order had died by the time the second part arrived. House of Wesley paperwork states their plants arrive in a dormant state. Though I am a novice gardener, I am quite sertain mushy and moldy is not dormant. I called again to find out what the procedure is to return the plants for a refund. The rep said it didn't matter what I ship them in because by the time they return back to them they'll be dead. I hate to say it but the plants were long dead before they arrived to me.
We probably need to pray for these guys. The mundane details of my experience with House of Wesley are consistent with the stories of others here. If you enjoy writing negative reviews, order from House of Wesley.
On May 24, 2010, reeve1 Plano, TX (Zone 8b) wrote:
I purchased some things from their catalog two years ago. They arrived so pathetically dead that it was not possible for them to be alive when they were sent. I have spent two years writing to them (they make you jump through hoops, keep a copy of previous shipping packages, etc.) and getting the same dead junk. Their parent company is Burgess, and Burgess has purchased and/or started up numerous other companies that operate in the same way. NEVER ORDER FROM THESE PEOPLE. In fact, I would not buy from any of the Burgess affiliates for the same reason. Some of these affiliates include
On May 24, 2010, Gfhaze Sharon Springs United States wrote:
Sent by mail an order in early May for some Blueberry & Asparagus plants with my credit card info for payment in full!
Called today 05/24 and was advised that they received my order 05/13 and normally it takes 2 to 4 weeks to receive my order from the time they get it. I was then advised that this season there were additional problems with shipping and it would be more like 6/17!
I order a lot on-line and always receive e-Mail communication to advise me of most every step along the way! Jen advised me that they are not set up to use outgoing e-Mail for their customers! They have a web site so e-Mail should be FREE and just may save a lot of customers!Guess I will not have that to worry about that next year! As far as I am concerned they should wave the shipping and overnight my order! I won't hold my breath!
I would not order from this place. They said that the flowers would ship in 2 to 3 days, in a week nothing had arrived. I talked to someone and they said the order was being processed. About 2 weeks later still nothing, i contacted them agian and they said that they did not recieve the order. They are a very poorly ran company with very rude customer service reps. do not waste your time or money.
They took the money from my bank account on April 1, 2010 and I FINALLY received the plants after 3 more emails asking where my plants are...on May 6th...the plants were TERRIBLE just shipped in a plastic bag. For the money, I could've gotten better plants at Lowe's or Wal-Mart...
Something stinks in the House of Wesley. Do they buy distressed plants to ship? Do they have quality control in shipping? Do they care about their reputation? My plants arrived dead and mushy except for two burning bush twigs which are hard to kill any way. I took them from Florida to north Georgia immediatly and planted them. Hope springs eternal, alas. The Illinois Department of Agriculture needs to investigate this bunch. After reading many other complaints, there is something really wrong here. Where is consumer protection in Illinois?
My check to House of Wesley is dated 4 April 2009, so that is the date of my order. Many weeks later, when the plants finally arrived, I found that they were almost all of very poor quality and that many were already dead. Following is a list of the plants I received and a brief commentary on each variety: (1) 24 Creeping Red Sedum--12 of the 24 grew, growth is feeble; (2) 50 Evergreen Periwinkle--15 grew, growth is feeble; (3) 40 Gladiolus Bulbs--24 grew, growth is satisfactory, bulbs were only marble-sized; (4) 2 Giant Double Peonies--both of them grew, growth is very feeble; (5) 4 Humming-bird Vines--All grew, growth is very good (not surprising for this species); (6) 2 Colorado Blue Spruce--both were dead upon arrival and seem to have been dead already for many weeks; (7) 15 blackberry plants--only five of the 15 plants grew, growth is feeble; (8) 6 Huge Hibiscus--5 grew, growth is feeble; (9) 2 Scarlet Red Maples--both were dead upon arrival; (10) 2 Butterfly Bushes--both were dead upon arrival. Of the 147 plants in my order, only 67 (less than 46%) grew, and many of these probably will not survive the winter.
I did not file a complaint with the House of Wesley because I assumed I would get no further with them than the many others who have complained. My impression of the House of Wesley is that it is deliberately pawning off dead and inferior merchandise on trusting people like me and that it will go on doing so unless legal constraints are imposed. Companies like this, if left unchecked, will give the state of Illinois a very bad reputation in respect to the handling of injustices to consumers. I have filed a complaint with the office of the attorney general in Illinois.
On Jul 21, 2009, swiftriver South Hadley, MA wrote:
In May 2008 I received an order from this company...many of the plants were dead or covered in fungus. At my expense, I returned the dead plants. I wanted a refund on my credit card but was told that they would only issue a refund certificate to be used within one year. In April 2009 I figured that I would use up the refund certificate. I went to their website and placed an order. I was unable to complete the order over the internet because I was using the refund certificate. I mailed the refund certificate along with a check for $1.88 to cover the total amount of the order. The check was cashed in May and I still have not received the order. It's now July 21. I've tried calling the phone number on the order form and no one answers. It is obviously too late in the growing season to plant these items. I believe that this company makes a lot of money by selling an inferior product that has little value. They then make it almost impossible for unsatisfied customers to collect any kind of refund. Most people just give up and walk away. I've contacted Lisa Madigan, Illinois Attorney General, Consumer Fraud Bureau to report this company's unethical business practices. If you have been burnt by them, you should contact her as well. The form is available on line http://www.IllinoisAttorneyGeneral.gov
I have been trying to get "live" plants from these people for a year now... they keep sending "dead" plants. When I call they are very nice but take months to send the replacements! Further, when any (not many) replacement plants do arrive they are molded/mildew and 'dead too'. I have wasted almost $100 with these people.
I will no longer buy ANYTHING from House of wesley!