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I have purchased plants from Burgess and several of their affliated nursery companies. To date I have been shipped plants sealed in poly bags that did not grow, came in moldy, moldy and mildewed, bulbs rotted, other plants with an 80% growth success. I have my shipping paper work and will attempt to get replacements. To realize bulbs are rotten and not growing takes longer than 14 days. Final statement: I will send appropriate paper work to attempt to get replacements on those things which failed; however, I will not order from this company, its affliates, or any one connected with Plantron, Inc.
On May 7, 2008, Kimcoco33 Milwaukee, WI (Zone 5b) wrote:
Unfortunately, I found this site after I'd already made a purchase. I kept my fingers crossed, but no such luck. I ordered 40 privet hedges, and received literally 40 sticks with roots sticking out the bottom. Paperwork was wet, thrown in the same package as the so-called privet "hedges", which I would not, under any circumstances, call a hedge or anything along those lines.
I returned them in accordance with the return policy, within two weeks with the original shipping label. I sent with a delivery confirmation, received a delivery confirmation, but every time I called to ask about my credit, they could not tell me whether they received them (though I had provided them with the delivery confirmation #), and they would always reply, "well, IF you returned them and IF we received them,...." they were absolutely clueless. I gave them the delivery confirmation #, date, time, etc. via phone and email, and FINALLY (after threatening to dispute with my credit card company) they issued me a refund for product cost, MINUS return and delivery shipping fees.
I WOULD NOT ORDER FROM THIS COMPANY IN THE FUTURE.
On May 7, 2008, supeernana Abilene, TX (Zone 7a) wrote:
Hi. Placed order with this company last year and then found this site. Was hoping I'd be able to post a positive, no such luck. I did try to do something another person had suggested, I planted some of the trees and shrubs in the ground and some in planters so they could be babied. Nothing lived. The plants looked dead to begin with but knew from reading here that had to be sure to let enough time pass for them to break dormancy or would get that line from the company. Well, sent a letter and the package label by certified mail asking for replacements, haven't heard from company yet. Bulbs didn't do well either as the glads had what looked like mold or mildew on them. Will wait and see but think I wasted my money with this company. Learnt a lesson the hard way, check things out first.
On Apr 30, 2008, sparkymarky Rapid City, SD wrote:
They offer a one year warranty. We spent nearly $100 on shrubs and all but a few of them died, most within weeks. We waited to warrant them until this spring to make sure the other few made it through the winter. Now, to spend nearly $100 you know there were a lot of shrubs at their price. Anyway, I saved and sent all the little tags in, and then they tell me they needed the PACKAGING...you know, those muddy plastic bags that they stuff all the little sticks in. So, I'm out the money, another year without shrubs around the perimeter of my property, and hoping I can afford to buy shrubs with my small gardening budget. BURNED!!
"From Eroyal Dutch I ordered 4 Black Magic Elephant Ears (No. 32426747)
From House of Wesley I ordered 2 Bat Flowers (No. 32426755)
Both are part of your Company according to my research.
First of all I am going to say that I find your customer service extremely poor.
I ordered AND IMMEDIATELY PAID FOR the following ON APRIL 9TH.
4 Black Magic Elephant Ears in the total amount of $43.39
2 Bat Flowers in the total amount of $28.99
Grand Total I PAID is $72.38
I have called three times to find out where my plants are. I was given a “parrot”
answer each time saying they have shipped and were shipped on APRIL 19th. No further
effort was EVER made to find out WHERE my plants are. Well, here it is, April 30
and I have YET to receive my plants. So I called again today to get my money refunded
and was rudely told that I could NOT get my money refunded and no attempt would
be made to put a tracer on this shipment until MAY 19TH????????? A MONTH for a
tracer on a shipment paid for (and supposedly sent on April 19th) is more than outrageous.
This should have been done immediately after my first call. THAT’S customer service.
I have also checked your rating with the Illinois Better Business and some other
sites on the web and, not to my surprise, your rating is “unsatisfactory”. Had
I known this, I would never have done business with your company. I intend to spread
the word among my friends and fellow gardeners about your “customer service” and
I how feel I have been ripped off. I know my order is small, but I do expect decent
customer service. Well, I tried to call AGAIN and speak with Richard Owen, President
of your Company, and was told he does NOT take calls from paying customers??? Interesting
and I have duly noted that. Please make note that I have NO intention of ever doing
business with your company again.
I want a refund in the FULL amount of $72.38 credited to my VISA. I should not
have to pay shipping on products that obviously I’m never going to receive. If
I ever DO get these plants, I will be returning them to you and I want to be removed
from your mailing list.
I expect a timely response to this email or my next step will be to contact the
Illinois State Attorney General’s Office"
On April 30th, 2008, Helen_C added the following:
Well, I called this "company" again today to find out why I still haven't received my plants. As per the norm, I got the usual song and dance from their so-called "customer NO service" so I asked to speak with a Manager. I was transfered to "Kevin", who sadly has no last name, and I was treated just as poorly as ever. I could not get any kind of an answer as to where my plants were and when I asked about a tracer being put on my order, I was first told that "policy" will not let them do a tracer for 30 days. THEN this clown told me that "we really don't have any kind of tracing policy with the post office".
I also tried to explain that I had received dead plants and Kevin asked me how I assumed they were dead and not just dormant. I figured that when a plant crumbles in your hand after removing it from their "shipping package" that it is safe to assume that it's past dead. So Kevin tells me that it takes up to 6 weeks for these plants to start to bloom. How does a plant that crumbles able to bloom?
I advised this Kevin guy that I'm finished talking with him and dealing with a company that does nothing but rip off people and my next step will be to file a complaint with the Illinois Attorney Generals Office, which I am doing today.
I'm out almost 80 bucks for the order I'm never going to get, plus I'm out another 25 bucks for dead (not dormant) plants.
DO NOT BUY A THING FROM THESE THIEVES AND RIP OFF ARTISTS!!
The plants I received from burgess were seedlings and the roses had a single pencil size cane. These people should take there operation to the swap meet where they belong. I am still waiting for the last part of the shipment, this is beyond fertilizer
I had a reorder place in Jan. 2008 for items thats didn't grow the previous year. I spoke to an agent on March 7th and she assured me that they received my reorder and it would be shipped in April because I'm in zone 5. Well, today after looking at this website I called to update staus only to find out that my order was shipped on March 19th. I haven't received the order so I asked to trace it. I was told that there was no way to trace the package until it's 30 days lost (april 19th). I expressed obvious concern that if this happened I would be planting in the first week of June the way they ship, and was greeted with 'there is nothing I can do'. I then asked to speak to shipping and was told that they can't contact shipping but wait until the 19th and they will trace our package. Well, if plants are sitting in a plastic bag within a plastic bag, in the back of a mail truck for 30 days, what kind of product will I receive? I asked why can I order something from Hong Kong and get it in a week, but I live in the same state as the company that sells the product and can't receive my product in a reasonable frame of time and got the 'there is nothing I can do'. There is no reason to keep dealing with this organizxation
On Apr 11, 2008, Freds_Garden Varysburg, NY wrote:
Last year I ordered plants and they never usurvided. They were basically dead by the time I got them. We tried and of course the plants didnt.
This year I ordered some additional plants figuring ok. We will try again. Well the trees that came in were broke in half, no root stock and obviously were in that condition before they were shipped and they cracked like a dead twig.
After writing to them, the reply was, well we have this quarantee, of course we will replace it ...... but....... return the label and we will either give you credit or replace the plant. Obviously by the time you get the paperwork, the plants will be gone.
Maybe they are planning it that way and we should all let the attorney general know in your state as well.
This will be the last time I ever deal with these people and I am not afraid to let anyone know to stay away from this company.
First experience with Burgess seed were Blueberry plants which arrived broken and much smaller then the stated 12"-18". Decided to overlook it. Placed a second order for $110.00 worth of Trees, bushes ect. Called Burgess to ask if order had been shipped. No, it had not. Good, because I have had an unavoidable Emergency come up and must leave for a few weeks. I needed to Cancel the Order. I was told, I need to send in a written Cancelation request. And what if you send order in the mean time? Very uncaring customer service person said that was the best they could do. Very unhappy with this co. BEWARE-AVOID-once they get your money, you are at thier mercy and will see just how much they value thier customers.
Please save yourself the hassle and DO NOT order from this company. I wouldn't trust any of its affiliates either. I placed a $300 order with this company. I'm not going to go into every detail of my exchange, however, I will tell of the thing that ticked me off the most. I paid extra for a blueberry collection that was to be potted and delivered at 18-24" height. The cheaper/younger plants were stated as being 12-18" in height. The plants that they sent me and I paid EXTRA for were barely 8" tall, pot and all. I was nothing but pleasant and professional to them on the phone and only asked that I be credited the difference between the older and younger plants. They can't DO that at their call center and you must mail in that stupid all important shipping label and their billing department MIGHT take care of it. I told them that was rediculous in this day and age and I wouldn't be ordering from them again. Please save yourself the hassle. The enticing low prices and pretty pictures in their mailers are not worth the hassle. Spend the extra money and buy a plant from a more reliable and customer oriented business.
I ordered a Climbing Blue Moon rose. Well, a rose arrived. There was no advance notification from the company, so I had no idea when it would come. I came back from a business trip to find an unmarked plastic bag crammed into my mailbox with a bunch of other mail. You would think they could mark the plants so that the mailman has some idea how to handle them! He's amenable to leaving things on the porch if he knows he shouldn't crush them.
Anyway, this poor squashed bareroot plant is not even the rose I ordered. It is a Climbing Blue Girl rose, according to its label. I know these are not the same thing, and I don't know if I'll like the Blue Girl. I received no notice from the company about any substitution. Sigh.... I've decided to plant it and see how it does, but I'm not happy with the company and wouldn't order from them again.
On April 25th, 2009, neon_sky changed the rating from neutral to negative and added the following:
As of April 25, 2009... It survived. It even thrived, although it arrived damaged. BUT, this is not only not the Blue Moon I ordered, but now that it's flowering it turns out not to be a Blue Girl or any other "blue" rose. It is hot pink, with a salmon-coral blush to the outer petals!!
As I was planting a "blue" garden when I put this in, it is quite out of place. And after waiting a year for it to bloom, I am quite unhappy to see that it's some other climbing tea rose!
Months ago I placed an order for two musa banana plants (grow bananas at home!)...but I was disappointed that shipping was only by date, not by weather. So a week later I found banana plants elsewhere! And I called to cancel my order and the "nice" lady that answered said that it is company policy to have me handwrite and sign a letter, and mail it to the company to cancel the order! I replied "you're kidding me" and in the most sassiest of all sassiness the lady replied "NO I'M NOT FRIGGIN' KIDDIN' YOU" so needless to say, I had an irate person on the phone, I asked what the price of the order was, it was under $20...and I said, fine just send them. Then the lady became nice...and started telling me how to take care of banana plants. She said that the leaves will appear dusty, and that I should take a child's toothbrush and rub the leaves clean, and then take the toothbrush and stick it in the dirt, and this is how I pollinate the plant, and this is what makes it produce bananas. Like a good girl I sat there and listened to this, knowing that that is impossible! And guess what? Edible bananas do not need pollinated! And had they been edible seeded bananas, the pollination is done with their flower! Not their leaves and the soil. Well, needless to say, that "dust" on the leaves is a waxy substance, that yes, it does need cleaned off, but it will not pollinate my plant. So I got off the phone with her (she told me I would get a big pamphlet on how to take care of my banana [in the first box she says, like it will come in it's own box...LOL]), her having taken me for a fool...turns out a week later my "plants" show up. During a cold week, with a box full of holes, the plants laying on their sides, bags over the pots (which did nothing to keep the soil in BY THE WAY), dirt totally covering the leaves...and plants that are all but dead! After over a week, they are still just dying! And one was an inch tall, the other maybe 2, both with only 3 leaves! And I know the problems not on my end, because I ordered 44 from somewhere else, and they are all doing fine! After finding this site, and having my own experience as well, I will never do business here again!
Oh, and this pamphlet that tells me how to take care of bananas? No, it is a generalized pamphlet, a few sentences on every plant, nothing I wouldn't have known already, plant and water! Protect from cold...REALLY!
On Feb 20, 2008, DMgardener (Daniel) Mount Orab, OH (Zone 6b) wrote:
I sent a mixed order of plants, bulbs, and seeds on Jan.9. I recived part 2 of the order first strangley enough containing the seeds with out the free seed ( you got bounus seeds if you ordered) so a few days later I called them. Customer service was very nice, and after finding my order in the system she told me that the free seeds would be sent with the plants and bulbs in package 1 witch will come in march. I will order again next year.
On March 23rd, 2008, DASIYS changed the rating from positive to negative and added the following:
I am writing this update because I just recieved part 1. In the plant and bulb catagory I ordered: 3 stargazer lilies, 20 gold potato sets, and 1 yucca. First of all, everything was very moldly and the yucca was NOT a yucca(I am very sure that it was just a weed, it was obviously DEAD). If the potato sets were and good they would weigh at least 5 lb., it weighed less then a pound and the lily bulbs were packed in 1 tsp. of peat and were, get this, 1 in. around ! I will NOT order next year!
I ordered The sub-zero rose collection and the Tree peony collection- cost me over a hundred dollars. The items died and the next Spring they sent me the same collection as a replacement. The items came a month early because there was a warmer spring in most the country...but I live in MN and it was still freezing when my plants arrived at my door. I called the customer care (ironically named) line. basically told me to keep the plants indoors til it was warm and then plant them. Long story short- they all died. I called and emailed Burgess every day for 2 months. They gave me the run around until finally I was told my warranty was up and they would not replace them cause I waited to long. It was impossible to speak with anyone with any authority. I filed a complaint with the Better Business Bureau. I was sent a letter saying that Burgess was making me an offer for compensation but I never received ANYTHING! After months of emails, letter and phone calls, I finally gave up.
Instead I make sure everyone I know never does business with this company. I hope everyone reading this doesnt fall for their "Low Price" garbage- because the Service and product you get is just that- GARBAGE!
I ordered plants from Burgess. When they arrived mostly were dead, not dormant but dead! 4 out of 5 trees were dry out, branches braking like dead wood. Irys was switch to different one and completly dry. Few of daylilies had either cut off tops or dryied out, they wre only roots. I called the catalog saying I'm going to ship all back to them, I was told they don't want them, neiter me. I called my credid card to pay only for the plants wich I kept, those sent to me alive. the rest I sent back. No more orders for me from this catalog, not worth a penny . It cost me money for shipping both ways, but mostly the disapointment I got. It looks to me like someone played bad joke on me, for the money I was willing to pay for plants and shipping.
On Oct 27, 2007, jonlundstrom Saint Louis, MO wrote:
Stay away from them. I ordered from them and the bare rooted stock is usually DOA and the guarantee is a pain to collect on. The only plants from them I have had luck with are the rose of sharon. The bulbs are OK too, but I would stay away from this company.
On Sep 17, 2007, wisconsinfarmer Chicago, IL wrote:
I can not begin to tell the terrible experience that we have had with this particular seed company and would absolutely not refer Royal Dutch OR its affiliates. We have a farm and a city garden. We are very knowledgable gardeners/farmers and have had great success with nurseries in the past. Throughout the past 2.5 years we've ordered in excess of $1000.00 worth of plant material/bulbs through Burgess Seed and Royal Dutch. NOTHING has survived or even shown initial growth potential. On the first order we received 72 Giant Thujas, $500.00 worth of trees guaranteed to grow 18" a year. They immediately died. This year we ordered the peonie tree collection( and several other bulbs/plants/trees) and a landscape architect told us that it was all dead upon arrival. We have not been able to get refunded while we have followed their return credit/refund policies and as a result l feel that this company acts fraudulently. They keep your money and send you dead material. We are not interested in replacements as their plant material is a waste of time and money. I strongly urge people not to buy this product for they will surley be disappointed, out of luck and money.
Negative is putting it mildly I can tell you that. I'm telling everyone I know that gardens NOT TO ORDER from this company.
I have ordered from seed companies by mail before, this was my first time with Burgess. It was quite a large order.
Most of the items would have been shipped by other companies in the spring of 2008 when it was time to actually plant the items.
Oh, no, not Burgess. They arrived quickly during a two week stretch of over 90 degree weather. The poorest packaging I have ever seen. No protection what so ever. Basically just thrown into a big plastic bag.
I put everything in water for a few days to see if that would help. Nope, 96 percent of what I ordered did not live.
I will never ever order from this company again. I guess that old saying is correct " if it seems to good to be true, it probably is." The next time I order, I will order from companies I can trust.
My advice to anyone considering ordering from Burgess (or any of the number of plant/seed companies in their family) is DON'T DO IT. I ordered stock last year which died. They told me I had to wait until the following season (this spring)before they would reship. When THOSE failed to grow as well, I called about a replacement and was told to put the request in writing. I was assured replacements were available and would be sent within two weeks. That was in May. This week I called to track down my replacement order. I was then told, by both the operator and a supervisor, there is no replacement warranty, even though I have a copy of the shipping label which says "you must return this shipping label for the Replacement Warranty to be valid". I spoke with a supervisor about the negative implications for their poor public relations (even the operators are rude) when they fail to stand behind their dead products. He didn't care, even though I told him the first thing I was going to do after hanging up the phone from talking to him, was to write about this experience on the web. Actually, the first thing I did was to call them back to remove my name from their mailing list!
I am extremely disappointed with Burgess Seed & Plant Co. I purchased 2 dwarf june berry plants for $7.48 plus s/h. They arrived bare root in a green plastic envelope with the regular mail. There was no protection and the stems were broken. I planted them anyway, hoping that they would grow. I waited the recommended time of 6 weeks for growth but nothing bloomed. I called the company and explained my situation but I didn't realize that I needed to save the green plastic envelope with the shipping label for replacement or refund. I was then told to send a copy of my credit card receipt as proof of purchase and also state that I no longer had the green plastic bag. I mailed all the requested paperwork and waited for a response. After 2 weeks, I called them back to see any results but was told to wait another week because they hadn't received it. I called back after another week and was told I could not speak to a Supervisor and that a note would be written to check on the status of my plants. I called yet again after another week and was told they hadn't received the paperwork. This time the person said I should have written on a separate piece of paper that I no longer had the shipping label and not on the copy of my credit card receipt. I feel like I'm in a refund maze. I know for the money It's probably not worth the fight. I would appreciate being sent my second set of dead plants though.
I requested a refund of the dead plants they sent me. They ask the customer to wait 6 weeks for the plants to thrive from their dormant state but yet they only give you 14 days to decide if you want a refund. This is the 3 bad experience I have had with them. Nothing I have received from them has lived. This is the last email I sent to them:
"The plants did not die within 14 days. I could not have known at that time (within 14 days)that they would have died. I paid $98.01 (including SH and tax) on March 1. The plants did not die until the middle part of May, I emailed you the first time on May 24. If your directions are followed for planting, the dormant state that they are supposedly in, it could take that long to see if they are alive.
This is from your website:
BE PATIENT AND ENJOY! - Your gardening adventure is just beginning. Allow your plants 6 weeks to become acclimated to their surroundings and begin to thrive before implementing your warranty. Take proper care and sit back and enjoy your new plants!
I would venture to say that 6 weeks is much longer than 14 days, second grader caould have told me that! You are telling the customer to be patient. I feel that I was more than patient.
If this is your policy, you need to restate it, all you are doing is ensuring that you keep the money regardless of the "status" of the sickly plants you send. For the money I spent I could have bought fewer plants but they would have been much larger and healthier, and I would have had no problems with cash refund even if I did not like the looks of the plants.
This is not the first time I have had trouble with you plants but I can guarantee it will be the last time you will ever receive money from me or anyone else I can come in contact with. This complaint will be entered in an Internet blog, that is one thing that will be guaranteed!"
On May 23, 2007, lakecountrygirl Canandaigua, NY wrote:
Warning!! Do NOT, NOT, NOT order from this company. They sent me my order 1 month earlier than I requested, and I could not plant because of below freezing temps and snow on the ground. While waiting for the spring thaw, my 12 canadian hemolcks died even though I stored them as they told me to. They would not send me a replacement unless I sent the shipping label back with a letter of explaination, which I did. From the time they received that letter, it took me 20 days to receive a replacement of my 12 trees. I opened the package immediately upon arrival excited to finally plant my trees, and 98% of the needles were black with many falling off!! I immedialtely called and requested a manager and was told they only correspond via mail. I was also told that I could NOT have a refund as I was requesting even though the plants were dead upon arrival, but they would resend 12 new trees after I sent ANOTHER letter. Now why would I waste my time again? This company is a disgrace and a waste of your time and money!
This is my third experience with this company, and you know as they say...3 strikes you're out! Well everyone of my experiences has been a negative one, and I'm done, done, done. I placed my order in December 2006. As of today I have not received my order and no explaination as to where or when I'll receive it. Wish I had read these reviews before now. I just want a refund
On Apr 30, 2007, beechboy Hilton Head Island, SC wrote:
This company is a complete rip-off. There is no customer service. The entire order consisted of misrepresented product. Then when I asked for a refund or at least replacements, no go unless you had your original shipping label....and I think it would have been a no go even if I had had the label.
Steer very clear of Burgess and their sister (around six or so) companies or you will be on the rocks...ripped to shreds.
Sure wish we had read this before doing business with Burgess. Our first complaint is that money was taken (credit card) when the order was made, not as most companies do, when the order was shipped. Now, almost 3 months later, the plants arrived in HORRIBLE condition. Most had falled out of their little containers, several were broken completely, several were mush (dead), several were severely damaged around the top. "Customer Service" was a joke. He said to send back the plants for a refund. Please! That would be more expensive than the plants! He said to "give them a chance" and ask for replacements for those that do not grow in 6 weeks. Ok. Then the season is too hot and the replacements wouldn't have a chance if they were in decent shape. We have ordered from other companies and have been very happy with results, so we do know how plants should be shipped in proper containers to arrive in good shape. Burgess is a joke.
This company is guilty of false advertising. Do not order any of their "amazing" multi-fruited trees because they are not all what you will expect. My neighbor ordered their 3-in-1 Citrus Tree plant. What he got were 3 plants, none of them labeled as to what they were. The ad in their catalogue as well as their website both said "plant," not plants. When he contacted them, they only replied that they were sorry that their ads caused confusion. They then said to return the plants as per their instructions. The costs for shipping (and handling from them) for the round trip would be more than the cost of the PLANTS. Burgess is a rip-off. Go to a more reputable company for your plants.
On Apr 17, 2007, Texas_Aggie Huntsville, TX wrote:
Placed original order on March 8, 2007.
After 3 weeks, I contacted customer service. I was told that the order would be shipped the last week of March and that arrival should be expected around the first of April.
On April 5, I contacted customer service again. I was told that the items were on back order.
On April 13, I called again and was told that the items should arrive by the end of the month
I decided to do some research into this company and I also had a suspicion that the same company operated under different names. Upon finding this excellent documentation, I want to thank Dave's Garden for posting these reviews by all the customers who only expected to receive a satisfactory product in a timely manner or be given the opportunity to receive a credit.
A picture may be worth a thousand words but all these responses are worth a million bucks! Thank you for being the watch dog!
On Mar 30, 2007, Aimee_ Walnut Creek, CA (Zone 9a) wrote:
Please save yourself the headache and stress down the road (when your oder arrives dead, and you've been given the run-around 5 million times by incredibly rude customer service), and DO NOT ORDER from this company and all affiliated with it.
I ordered 1 white and 1 yellow daisy tree. As these are grafted plants I assumed them to be as pictured on a 3-4 foot stem. No indication was made that this process would be a very extended one. The plants arrived today sealed in plastic and rotting in the sacks. When calling them, they indicated they would not give cash back without having the plants back. I took a picture and e-mailed it to them. They want me to pay shipping back before they would respond. The plants were in the mail only 4 days. When I asked if they belonged to BBB they said yes, however, when I tried to check that out, I found them to be part of several catalog companies and I did not find Burgess listed on the BBB. Direct Gardening, House of Wesley, Inter-State Nurseries, Farmer Seed and Nursery, Four Seasons Nursery, Richard Owen Nursery / Exciting Gardens, Kelly Nurseries, Royal Dutch and
Honeycreek Nurseries are the other companies-- two of which I have orders outstanding. I also found on Daves Garden that Farmer Seed was selling a wrong plant for Silver Lace Vine ( one of which I have on order and will now cancel).
On Mar 29, 2007, Burgess Seed responded with:
"
On Apr 24, 2007 3:17 PM, Burgess Seed added:
The daisy trees are not a grafted item and we are not sure why the customer would think that they were grafted or would be 3-4' tall when shipped. The daisy trees are usually 4-12" tall depending on the stock in the greenhouse at the time.
Our refund guarantee is clearly stated in all of our advertisements. The customer is correct in that the plants would need to be returned to us if a refund is desired. However, for a REPLACEMENT of any dead plants, the customer need only return the original shipping label with a note regarding what has died and needs to be replaced (or a credit voucher could also be requested instead of replacements).
The customer is also incorrect in his comments regarding the silver lace vine. The silver lace vine we sell is polygonum auberti. We don't know what he means by it is a "wrong plant"."
I ordered several plants from this company 2 years ago, I ordered corkscrew vine and banana (which came first seperatly from the rest of my order) they both arrived dead.
when the rest of my order arrived the hostas were nothing but mush, the peonies I ordered lived and are doing well. I sent them a letter with the shipping label from the hosta order. I told them about the first order arriving dead but that all I wanted was my handful of hosta and 2 regal blue hostas replaced.
they sent me my letter back saying they needed the shipping label from my first order in order to replace my plants. I then called them and told them as I had stated in my letter I only wanted the hosta replaced. they told me to send the shipping label back to them, well as the label was not included in my letter back from them I very well could not do this. the lady would not do anything for me unless I could supply the label, how very irritating, I had the letter saying they needed the OTHER shipping label, why couldn't of that been enough?
so I wash my hands of them.
On April 28th, 2007, jewelz added the following:
The shipping label that I sent with the hosta on it was not sent back with the letter, therefore I could not get the plants I wanted replaced. On Mar 25, 2007, Burgess Seed responded with:
"
On Apr 24, 2007 4:19 PM, Burgess Seed added:
The customer need only have returned the original shipping labels as per our guarantee for a replacement.
Without more specific information regarding this customer, it is not possible to determine the specifics of their account. From the posting, it sounds as though the customer returned the label for some of the plants, but also complained about plants (vine and banana) for which the labels were not returned. In this situation, we would have returned all of the correspondance to the customer letting them know that we were also willing to replace the other plants (vine and banana) and to simply return the original shipping label for those.
It sounds as though the customer didn't care about these and didn't want them replaced, so they could simply have returned the paperwork back to us letting us know to disregard these items. Obviously we could have just disregarded their complaint about the other items the first time, but we don't feel it would have been appropriate to do so without offering the customer the chance to have those replaced.
I put my order with Burgess Fall 2006 for total $197.47 and it was my mistake to order too much from unknown company. Talking with their customer service I've been proven that seeds only would be send to me while winter time; all plants are going to be send upon weather condition allows. In fact, they sent me plants in February have been delevered March 1 and March 5. You know they pack plants added wet newspapers on a bottom. Well, outside was 12F(March 1st) and 20F (March 5th) here in NY, 3" of snow on a ground. Let me say "wet newspapers" were like a rock together with plant roots. I have no idea why DHL guy prefered to leave a parcel on a porch early morning even without calling my bell.
As many of Burgess customers I call them immediately and notified asking any suggestion. I understand that the general suggestion of Burgess is GIVE THEM A CHANCE.
Quality of plants. # 3046 Honeyberry Blue Velvet ($12.95) each looked good for a couple hours, but after defrost it looks dead for two weeks. Black currant( I've ordered 3) were delivered as 2- 2 years old, 1- may be just a separated part of another plant( 2" high). Major impression was done by grass "walk-on-me" : Burgess sends the 6 root-grass of that item. Never thought about such chance to get grass in number of 6 (!) single items. I'm not sure but looks like they sent me 5 raspberries instead of 5 gooseberries(significant difference from gooseberry sent by Gurney's). I'd like to say a couple words about grape. I've ordered 5 thinking about similar method of creation elite grapes to European gardeners. It is not. Burgess suppliers used to use as simple method grape multiplication as everybody is able to use. Instead of stratification(grafting) method when you engraft a desired grape brand to well growing (usually wild grape) root system, they just cut vine by parts and grow up. There is two additional years waiting the grape if you plant such growing grape.
Yes Burgess promices to replace dead plants with alive but.... when ? In May, June ? When the most of them are full of leaves and flowers ? Next year ?
Yeah, it is always a compromise between quality and price. Never expect good items from Burgess for discounted price. It looks like for me Burgess sells somebody's left-over or reject plants
I placed a large order, over $150 spring 2006, items arrived and most of them looked rather pitiful, but I carefully soaked and planted each and every one quickly. I will say that all of the strawberry plants I ordered (about 200) took off and GREW FANTASTICALLY, but nearly everything else was a disappointment. Midsummer I sent in my original packing slips with request for replacement for many of the plants that did not grow and one item that was not the correct color ordered. I was sent back my entire letter and requested to specify which plants had died. HELLO, all the plants that DID NOT GROW died! They sent replacements for all the items which looked just as sad and nearly dead as the first shipment. I did plant them, but at this point it seems like a total waste of my time and fighting a losing battle... I am still waiting for one item, 5 in 1 pear tree to be shipped this spring.
The items that died: nearly entire raspberry collection-the replacements were also dead and dried up with no signs of life in the stems; 1 of 5 blackberry bushes had 2 leaves on it after growing for months; several kiwi vines; trumpet vines; climbing roses, red and pink-replacements were moldy with no adequate root system so will likely not make it through winter; 2 cherry bush trees were not much more than twigs; 9 out of 12 hibiscus bushes(3 grew huge and were beautiful); purple liatris bulbs sent with most soft and moldy, replacements were same; dwarf shasta daisys were alive but had about one leaf each and didn't live to winter.
I threw away all catalogs from this company and any of their partner companies that have arrived for spring orders. Too big of a disappointment and too much time to plant, wait for them to not grow, wait for new plants, be disappointed a second time and waste time replanting more items that will probably never make it through the winter. The only way I would ever order again is if I needed more strawberry plants. And if anyone wonders, I have a great green thumb. The neighbors will drive down the street and stop to stare at my gardens all spring, summer, and fall. If I can't get these plants to grow well, then they're not going to grow well for anyone.
I placed an order for 18 Robinhood Rose #N5252 on March 28, 2006. I included my personal check for $74.54. Your company cashed this check on 04/10/06. I received individual rose bushes; not a hedge as advertised. All correspondence coming from you was mimeographed. I do not believe that you have a customer service department, as the reply sent to customers would not be mass-produced. On 6/30, 8/27, and 9/13/06 I advised you that I did not wish a replacement of the original order. With each reply that you send you are offering to replace my order. This transaction proves that in this day and age it is most important for the customer to beware! There are only 3 surviving plants from this order.
On Nov 1, 2006, Burgess Seed responded with:
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On Nov 2, 2006 9:44 AM, Burgess Seed added:
We are somewhat confused by the customer's complaint that we sent individual rose bushes, not a hedge. A hedge is formed by planting individual bushes in close proximity in order to form a hedge. Therefore, it sounds as though she received what was ordered and advertised.
Our guarantee is as follows:
If any item you purchased from us does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within 1 year of receipt. If you are dissatisfied with any merchandise, return it together with the ORIGINAL SHIPPING LABEL within 1 year of receipt for a FREE REPLACEMENT. Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returned. For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with the correct postage affixed, within 14 days of receipt.
We hope the customer changes her mind and sends in the appropriate information to receive a replacement or merchandise credit voucher as per our guarantee."
BEWARE!!! DO NOT ORDER FROM BURGESS or any of the other COMPANIES owned by them. THEY DON"T HONOR THEIR GUARANTEE AND SEND OUT MOLDY AND DEAD PRODUCTS. I ordered well over $100 of product from this company. When received most of it was moldy and completely dead. I planted what I could and gave it almost 1 year to see if it would grow. More than 1 month before my "guarantee" would expire, I sent out a complete package to them that included Everything their guarantee required. I included the original labels and a copy of their original order email as well as a letter listing everthing I needed replaced and why. A couple weeks later I received a letter back from them with my original info date stamped (with in the time period) asking for me to list the quantities of each item I needed replaced. I assumed they understood I wanted all replaced if listed. I sent it back, and a few weeks later they sent me my package back again stating that 3 items requested (of the 19 total) were on a package i.d. not originally included. (That is all it said). I sat around waiting for my replacements for several months and when I emailed the customer service, they said they were waiting for my request to be sent back. I sent it back stating to IGNORE my request for items that are not listed on your original package id's included. I also told them that their communication was confusing because there was no place that stated they were waiting for my response and to send the information back. I assumed they were handling my replacements for the 16 or so items that were on the original request and ignoring the 3 items listed that didn't show on the original package id's and had sent me back my original information for my records. I finally emailed them a month later to find out when my replacements were going to arrive because it is getting close to fall, they told me they are not sending any replacements because the request was received in August after their "Guarantee" expired in April.
This company received all the correct information from me and date stamped it in March of 06 when my "Guarantee" expired in April of 06. Any other LEGITIMATE company would go by the original request date if all the criteria was met. My original request met ALL their stipulations. They played around with my request sending it back and forth to me several times for more information (even though it was ALL on the original request) just to let the "Guarantee" expire. Most of the items I ordered from them arrived in Horrible shape. Most of them came moldy or just completely dead. When a company offers to give you double for free, what difference does it make if it is dead? These people are CHEESY and have NO intention on Honoring the Guarantee they flare through out their catalogs. BEWARE of E-Burgess and their many other names under the same company. They won't honor their guarantee even when you follow their instructions, and they will send out product months after ordered most likely dead and moldy. I am out of around $100 and don't want anyone to have to lose. Order from someone else reputable.
I spent well over $100 with this company since we lost many trees to Hurricane Rita. Almost all of the trees I ordered have died. I tried to get Burgess to replace some of them, and they said that I had to send them my packing slip. The way they ship trees, the packing slip is glued/taped to the green bag that all of the dirty plants came in. I hadn't saved it. They said they needed proof that I had paid for the items. I'm wondering why they sent them if they weren't sure that I'd paid for them. The order came in two shipments, so I saved the second packing slip, cleaned it off, and mailed it with a letter explaining the situation. I got the letter back stating that they had to have the packing slip from the first order or a copy of my credit card statement. They say they have a money back guarantee, but they do NOT honor it. I paid them over $100 and have only a four live 12" trees to show for it.
On Sep 4, 2006, Burgess Seed responded with:
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On Oct 6, 2006 1:06 PM, Burgess Seed added:
A dmail was sent to this customer regarding their posting on 9/6/06. We have not yet had a response. We do stand behind our guarantee. It is certainly not a problem to replace the items for which the customer has the original shipping label as required by our guarantee. The letter that was returned to them was an offer to replace the other items as well and was requesting that additional information be provided."
On Aug 10, 2006, kimberlie Willow Spring, NC wrote:
I purchased 70$ worth of merchandise from burgess and only half of my order survived. The trees were an absolute waste of time. My roses are doing well. The problem is the blue hybrid rose I purchased that bloomed deep red. I called and explained this to customer care. I told them I do not have my shipping label. They told me to mail in a letter with a petal with my shipping number. I did so. I got a letter back saying to add fervous sulfate to "help" it turn blue. I sent back a clipping of the advertisement asking them to explain where it states that I had to do such a thing. And that I would really appreciate the item that I purchased. They mailed back there return policy of if an item "did not live" and the shipping label garbage. My item did live. I just want what I paid for. I did not even bother about the trees. And can they honestly say to me that they do not have in there computers the information of my purchase. I was looking foward to at least getting more roses from them next season. That will not happen with this type of customer service. Needless to say I am giving up on getting what I ordered.
On August 13th, 2006, kimberlie added the following:
burgess did contact me through email within 24 hours of this posting. They say they are planning to make good with my order. Although the frustration in the mean time I do appreciate finally getting acknowledgement and the attempt to fix the error.
I was not lucky enough to find this site before I ordered with Burgess. I order ALOT of stuff from Burgess, everything came dried up and broke. I called they said to send them the shipping tag and they would replace them. I did this MANY TIMES and everytime I got dead or just barely alive plants. They take FOREVER to send you your replacement also. AND what you need to know is that your so called guarantee is only good for a year from the day they ship the FIRST DEAD PLANTS to you. They eat up all you guarantee time by taking so long replacing plants. My last replacement shipment, I was sent 3 blueberry bushes in the end of Sept. (Only 1 out of the 3 made it through the winter, and I covered the ground around them with mulch and cover the plant with a bush cover) When I called in the spring. They said "sorry your time it up". I also had 9 kiwi plants that were small and crappy, but did start to grow alittle this spring and then they just died, when I emailed them to ask what could be done I got the "sorry your time is up again", I then emailed them another letter saying I was going to have my family around the country put ads in their local papers to warn against buying plants from Burgess and I was going to post a letter here, I then got an email back from Burgess saying to send them my shipping labels and they would see what they could do. They have all my shipping labels, because they had to replace almost every one of the kiwi's. I did not respond, I am tired of dealing with this company. They know the problem, I shouldn't have to keep "fighting" with them to get them to do the right thing. PLEASE DON"T BE FOOLED BY THIER PRICES, THEY ARE A BAD BUSINESS. AND BEWARE, THEY GO BY MANY OTHER NAMES! If you think $5. is good for a dead blueberry bush, order away.......other wise STAY AWAY FROM THIS COMPANY.
On Jul 26, 2006, Burgess Seed responded with:
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On Aug 30, 2006 9:33 AM, Burgess Seed added:
The customer placed 2 orders with us in March 2005. All of the customers orders and replacements requests were shipped within 1-3 weeks of receipt except for one for 3 blueberries & 10 strawberries which were requested in August 2005 and shipped that fall as he mentions above. Therefore, we do not agree with the idea that we delay replacement shipments to stretch out the warranty. Our replacement warranty is for one year. The last replacement request we received from the customer was in April of 2006 for the replacement of 1 blueberry and 10 strawberries. In June 2006, he wrote to us that although some items looked fine in the fall, they had not survived the winter. We are not certain as to why he did not request replacements on these with the other items requested in April, but advised him that although he was out of warranty, we would take his request under consideration if he returned the original shipping labels from the replacement packages."
I ordered about 50 trees 2 years ago. (blue spruce, poplars, red maples, royal empress) It appears that they save a lot of money on packaging. My trees came in a big green bag that was stapled shut. Problem one was that they also stapled the trees to the bag. Problem two was that most of the trees were dry and britle. The Royal Empress trees are a waste of time and money, as was the Blue Spruces.
None of those first trees survived. I jumped through the hoops and got the shipment replaced. This shipment arrived in worse shape than the first. (Which I did not think could be possible) You can't blame poor selection and packaging on UPS. I think the outcome would be better if they would only take a little care and pride in the packaging.
So out of 100 trees, I have 8 that have survived. By contrast I purchased 125 trees (White Pines, Ash, Dogwood) from the local soil and water conservation folks and I have had a 75% survival rate. These trees were all planted at the same time with the same methods. In fact, the second shipment from Burgess had wonderful growing conditions. (Perhaps that accounts for the improved survival rate.)
I really loved to look at the catalogs when they came in. I will still look at them to see if they have changed anything. (Or maybe issue a mass apology and beg forgiveness.) But they have got the last penny that they ever get from me.
I may have been born at night, but it wasn't last night.
My wife odered 8 Sum and Substance Hostas on May 7th. Almost one month later after calling and sending e-mails as to where the order was she received 8 Stella D'Oro Daylilles. After sending e-mails,calling, and sending a letter with the original shipping label she has still not received her order. I sent an e-mail on June 24th as to why she still has not received her order they said they did not show any adjustments to my account and the company may have had some questions about my request. On July 10th I called back and got the same run around only now they claim our letter and label could have been lost in the mail. I now have to call back during regular business hours and talk to another person who has no business being in coustomer service in the first place. Stay Tuned to see what doesn't happen next.
On July 11th, 2006, whitearab1969 added the following:
Called back on July 11th and i am now being told that I must mail them a copy of my credit card statement . It has now been over 2 months since this order was placed.
