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Comments regarding Inter-State Nurseries

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  Feedback History and Summary  
6 positives
3 neutrals
62 negatives

Comments:

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RatingAuthorContent
Negative burgnblue
(1 review)
On Mar 16, 2003, burgnblue wrote:

This is the worst company I have ever dealt with! Quality is very poor. It took me 2 months to get my plants. Customer service is non-existent.

Negative testygardener
(3 reviews)
On Jan 15, 2003, testygardener Caledonia, WI wrote:

You can find at least one link via KellyNurseries.com.

Their phone number is (309) 663-9551.

After reviewing the postings on this site, especially from a former employee, and after going thru what I have, I think there's enough evidence to have the new State Attorney General for Illinois look into Platron trade practices.

I'll also be contacting the Federal Trade Commission but which is worse -- Plantron or the FTC?


On January 18th, 2003, testygardener added the following:

Plantron is a member of the The Better Business Bureau in Peoria where they know about the problem with refund and credits but evidently they are loath to do anything about it.

http://www.peoria.bbb.org/commonreport.html?compid=3000561&n...
On February 20th, 2003, testygardener added the following:

Well, Kelly bought me off. But I am still angry. THEY MADE ME SO ANGRY I THOUGHT I WOULD EXPLODE!

Lest if forget: be sure t look at the back of those catalogs: you'll know in an instant whther you'd be ordering fron plantron on not.

Instead of providing me a merchandise credit, they actually credited my credit card. Hopefully I was enough of a burr in their ass and have enough law enforcement agencies looking at them to make them change their ways.

That doesn't help the next guy yet. Perhaps the most damning is their response dated Feb 3 (scanned and copied below) and then my subsequent letter to the BBB dated 2/13.

IT TOOK ME FROM OCTOBER TO FEBRUARY TO GET A FAIR RESPONSE!

· I complained about Kelly and Plantron to the Attorneys General of WI (where I live), MN (their catalog address), and IL (their offices?).
· I wrote the Peoria County Better Business Bureau.
· I wrote the Peoria County States Attorney to offer to show up to testify if there was a suit filed against Plantron/Kelly/All the others.

If you would be willing to submit a statement or appear as a claimant, drop a postcard with your signature to
Kevin W. Lyons
Peoria County States Attorney
Peoria County Courthouse
324 Main Street, Room 111
Peoria, IL 61602
Phone: 309-672-6900
Fax: 309-672-6029
Office Hours: 9:00 a.m. to 5:00 p.m.

My saga started when I began receiving my order. 4 heremetically sealed bags were sent Standard Mail. There is no delivery guarantee with Standard Mail -- it used to be called Bulk Rate. Four different bags arrived. I kept all the labels -- or so I thought. I actually kept only three of four -- which they tried to use as a technicality.

I tried upteen ways to get reimbursed for what they shipped in hermetically sealed bags. If the ASPCA could file suit on behalf of plants, they'd all be in jail.

Rather than bore your with ALL the correspondence that went back and forth, here's the most recent -- in order from least recent to most recent, scanned in by wonderful technology that may leave some typos. Sorry, graphics can't be included. (Items in parentheses may be my added notes)

(Recd approx 1/12)
Dear Customer,
We have received your recent letter in which you state you cannot comply with the terms of our guarantee, which clearly states that for a replacement of the unsatisfactory merchandise the SHIPPING LABEL MUST BE RETURNED.

Since you cannot comply with the terms of our guarantee we do not feel we have any further obligation in this matter. However, we will be happy to replace this unsatisfactory merchandise if you will send us a copy of your cancelled check or charge card statement, a list of the quantity and name of the items purchased, the quantity and name of the items dead, and all of this correspondence.

Sincerely yours,
(Kelly 1-8-03 ml)


My reply:

1/16/2003

Kelly Nurseries
1708 Morrissey Drive
Bloomington, IL 61704-7101

Dear sirs:
I read you note as follows and would like to address each issue.
(I pasted a copy of their note above in here)

1. Comply is not a nice word to use when writing to your customers. It makes it sound like they have done something illegal or have not paid taxes. I would suggest that you take a different tone with your customers and be more recalcitrant. You are on shaky ground with regard to trade laws and should revise your practices to avoid an unfavorable investigation by governmental authorities. (See attached review posted on the web.)

(I also pasted in Kelly's Guarantee)

2. The guarantee states "the shipping label must be returned." There is no stated requirement that all labels must be returned.
3. You feel you have not further obligation in this matter? That could be why, on a site I found last night, that your don't have a single positive review and there's even a review by a former employee detailing your deceptive practices, right down to telling people there is no supervisor available when there is.
4. I have provided more than enough evidence that I purchased what I said I did. You even sent a printout of it which I sent to you with my December 14 correspondence. It's enclosed again for your review.

Lest I not comply even one iota with your latest missive, I have enclosed:
(a) a copy of my VISA statement where I think you can find your name right in the middle of the page.
The $322.75 charge on 3/6 matches the amount on your printout dated 3/1.
(b) YOUR OWN PRINTOUT, enclosed AGAIN, of course, lists the items purchased. Since I must anticipate that you consider own records to not be adequate, I have taken the liberty of including once again a copy of my original order.
(I can't find the second page)

The next correspondence I received from Kelly because they answered the Better Business Bureau:

February 3, 2003
Mr. Scott Ohiman
2311 Waukesha Road
Raymond,WI 53108-9405

Dear Mr. Ohiman:
Thank you for your recent inquiry regarding your order.
Kindly be advised, however, that your adjustment cannot be made until we receive the original Shipping Label.
The written warranty requires that the shipping label be returned before an adjustment is made. In addition "IMPORTANT! SAVE THIS LABEL. You must return this shipping label for the Replacement Warranty to be valid" is clearly written on the label Itself.

It is necessary to have the original label in order to have the correct information for the adjustment and to ensure against multiple refunds upon a single order. The shipping label is the closest equivalent we have to a sales ticket or sales slip.

Please send the original shipping label at your earliest convenience and include a list of the plants that have died. We are sorry your adjustment has been delayed.

Very truly yours,
KELLY NURSERIES

Pamela Cotton
Customer Service
PC:jar

Here's what they sent to the Better Business Bureau along with a copy of what they sent to me:

February 3, 2003
Ms, Jenny Whittaker
Better Business Bureau
413 SW Washington
Peoria, IL 61602
RE: Scott Ohiman

Dear Ms Whittaker:

Thank you for your inquiry concerning a complaint from one of our customers, Scott Ohiman of Raymond, WI. We are enclosing a copy of our letter to Mr. Ohiman, which we feel is self-explanatory.

Thank you again for your inquiry and we hope our method of handling it is satisfactory.

Very truly yours,
KELLY NURSERIES

Pamela Cotton (Ms)
Customer Service

LA;jar

Enc: 1

Here's what I think got me the REFUND (my response to the Better Business Bureau):

Scott Ohiman
2311 Waukesha Rd
Raymond, Wl 53108-9405
2/13/2003

Ms. Jenny Whittaker
Better Business Bureau
413 SW Washington
Peoria, IL 61602

RE: Kelly Nurseries, DIVISION OF PLANTRON

Dear Sirs:

I am in receipt of (1) a response from Kelly Nurseries and (2) your form attached.

1. The latest response from Kelly Nurseries dated February 3, 2003, contains at least one outright lie: "The
shipping label is the closest equivalent we have to a sales ticket or sales slip." They supplied me a list, perhaps by accident, FROM THEIR OWN SYSTEM (see attached sheet with the words "YOUR OWN PRINTOUT!" attached).

2. Kelly also stated that "It is necessary to have the original label in order to have the correct information for the adjustment and to ensure against multiple refunds on a single order." That's B.S. as well. Plantron has in their computer a credit from another related company, Inter-State Nurseries, from which I requested a refund for dead plants I received from Inter-State. The folks at Kelly mistook that credit as their own because of shoddy record keeping. They can thus check to see that they are not making multiple refunds on an order.

3. PLEASE LOOK CLOSELY AT THE COPIES OF THE LABELS attached. They have other labels on top obscuring some of the shipping and contents label itself. Who is to say they did not cover the label on the fourth and missing label? For a guarantee on a shipping label to be read, clearly it can't be covered and they can't guarantee that it was not by the looks of the others.

4. I'd like to bring you attention to the enclosed correspondence, all copies of the originals sent as required to Kelly. In particular, please review my reply dated 1/16/2003. I scanned and copied their note dated 1/8/03(which they require to be returned) and included it in my THIRD BATCH of correspondence. I "complied" with
everything they asked for in their "However..." clause, paragraph 2, of that yellow note. I "complied" right down to proof that they charged my credit card for the amount they indicate on their pull-sheet (the piece of paper with the words "YOUR OWN PRINTOUT!"). STILL NOTHING!

5. I have provided 3 out of 4 labels, sent them with original correspondence 3 TIMES NOW and have received
nothing but stonewalling. I even said basically in my 12/14/2002 correspondence, ok, credit me for the items on
the 3 labels I did return - and STILL NOTHING!

IS THIS A BUSINESS YOU ACTUALLY HAVE AS A MEMBER?
IS THIS A BUSINESS THAT SHOULD REMAIN A MEMBER?
IS THIS A REPUTABLE PRACTICE?
IS THIS A FAIR RETURN/ REFUND/ CREDIT POLICY?

I don't thing you can say yes to any of the last three questions. I look forward to your assistance in this matter.

Sincerely,


Scott Ohiman

attachments

If you are interested in being compensated for items that were not satisfactory, invest 23¢ in a postcard and send a note to the Peoria States Attorney. If you're really pissed, invest 37¢ and write a letter to him.

And I'm all ears: OKCORRAL66@AOL.COM.

Mr. Richard Owens, owner of Plantron and screwer of customers, change your practices or risk the wrath of the consumer.


On February 20th, 2003, testygardener added the following:


On July 11th, 2003, testygardener added the following:

Just dealt with Inter-State again today. Dead plants last year, I followed the rules, got a credit, sent an oder in for replacements that might be able to handle hermitcally sealed poly bags sent bulk rate. I sent them my replacement order in the fall with their credit. I wrote them last week via email to see where my order was. IT'S JULY! Their email address is customerservice@interstatenurseries.com and their phone number is 309-663-6797. I have evidently been enough of a burr in the ass of Plantron (see my comments under Kelly Nurseries as well) that they supposedly issued me a refund. I received a reply on Inter-State stationery that doesn't even list a phone number.

July 8, 2003

(My name and address)

Dear (My Name)

"Thank you for your inquiry. A credit has been issued to your credit card in the amount of $58.45."

"We hope this method of handling it is satisfactory."

"Very truly yours,"
"INTER-STATE NURSERIES"

(signature)

"Sylvia Short"
"Customer Service"

"SS:jar"

Only a couple problems:
1. If they we going to give me a refund instead of replacement order, why didn't they do it last fall or is that just another way to build up their cash flow at customer expense?
2. Why didn't they just send me my order in the Spring? Was is because I demanded live products?
3. I cancelled the credit card on 1/26/2003 that they supposedly credited. I call the credit card company -- they have not received a credit.
4. Does "has been issued" mean "in the future" to Inter-State?
On July 11th, 2003, testygardener added the following:

Just dealt with Inter-State again today. Dead plants last year, I followed the rules, got a credit, sent an oder in for replacements that might be able to handle hermitcally sealed poly bags sent bulk rate. I sent them my replacement order in the fall with their credit. I wrote them last week via email to see where my order was. IT'S JULY FOR CHRIST'S SAKE! Their email address is customerservice@interstatenurseries.com and their phone number is 309-663-6797. I have evidently been enough of a burr in the ass of Plantron (see my comments under Kelly Nurseries as well) that they supposedly issued me a refund. I received a reply on Inter-State stationery that doesn't even list a phone number.

July 8, 2003

(My name and address)

Dear (My Name)

"Thank you for your inquiry. A credit has been issued to your credit card in the amount of $58.45."

"We hope this method of handling it is satisfactory."

"Very truly yours,"
"INTER-STATE NURSERIES"

(signature)

"Sylvia Short"
"Customer Service"

"SS:jar"

Only a couple problems:
1. If they we going to give me a refund instead of replacement order, why didn't they do it last fall or is that just another way to build up their cash flow at customer expense?
2. Why didn't they just send me my friggin order in the Spring? Was is because I demanded live products?
3. I cancelled the credit card on 1/26/2003 that they supposedly credited. I call the credit card company -- they have not received a credit.
4. Does "has been issued" mean "in the future" to Inter-State?
Negative kimberlymozey
(1 review)
On Aug 19, 2002, kimberlymozey wrote:

On 4/17/02 I ordered 40 poplar hybrid trees costing me $97.20. I received the trees 2 months later; half of them were dead. I wrote them a letter explaining this with a copy of the cancelled check with there interstate nurseries stamp on the back from the commerce bank. I asked them to replace the dead trees or reimburse me the difference. They have not done either as of this date 8/19 02.

Negative barbaraahopper
(1 review)
On Aug 16, 2002, barbaraahopper wrote:

I had a horrible experience with Interstate Nurseries. I ordered a large volume in faith and confidence that they were reputable and that it would be good stock. I was sadly misled. They sent it to me way before it was time to plant it, the snow was still on the ground and winter was still with us. I ask them not to ship prior to May 5. Obviously they did not read my request. My order was over $300. I did just as they told me to do and nursed those poor pathetic rotten and barely alive plants along. They didn't live and when I tried to have my credit card company help me out, they were stuck somewhere in limbo. Finally, I received a credit voucher from Interstate, but not for the full amount. What a joke, but now I know only to order from top quality mail order companies. I'm hoping there are some out there.

Negative jeantremblay
(1 review)
On Jun 1, 2002, jeantremblay wrote:

I was going to write a letter of complaint to Inter-State Nurseries when I came up on this site. As most others, I too received Iris plants in a plastic bag and they were mushy. I planted them anyway and am still looking for any sing on a plant growing. After visiting this site I guess I will save time and frustration by not writing to them and never dealing with them again. Thank goodness mine was a small order.

Negative kirchnersusan
(1 review)
On Jun 1, 2002, kirchnersusan wrote:

I also have to report difficulties with this company. I received dried twigs that were supposed to be dwarf Juneberries. They have never sprouted. Only about half of the other plants and bulbs that I ordered ever grew. I can't get through on the telephone. I get a busy signal each time I call and I can't seem to get to their website any more either!

Negative gaylalcalhou
(1 review)
On May 1, 2002, gaylalcalhou wrote:

I have ordered some trees and plants from this company. They have never been received. I try to call during business hours, but get a busy signal. After hours, I get a message to call during business hours. Where are my plants?? My money?? My customer service?? Is anybody from Plantron is out there??

Negative ybfaylona
(1 review)
On May 1, 2002, ybfaylona wrote:

If you are thinking of ordering stop. I recently order from them - received my order last 5/24/02. The plant came in plastic bags with 2-3'' stem with some roots appear to be dead. My order came up to $159.00. I was never so disappointed in my life. Their brochure is attractive. It's a big lesson for me. I will never order from any catalog again. I could have bought a lot more nicer plants in Kmart or Home depot which is more reasonable and you can see the plants alive with leaves, flowers etc. I wasted my money. I don't know if all catalog nurseries are like them but this will be my first and last order from any catalog.

Negative sandyriffe
(2 reviews)
On May 1, 2002, sandyriffe wrote:

I too have had problems with Inter-State Nurseries, as recently as March and April 2002. I also received moldy plants and ones that were obviously dead. Being an optimist, I too planted these wonderful specimens. I have two of the many items I purchased that sprouted some green. We will see how long they last. I have sent my second letter to them and did threaten to contact the Illinois Attorney Generals office. Lets see how far that gets me.

Negative jamesfalcone
(1 review)
On Apr 1, 2002, jamesfalcone wrote:

We have tried to get in touch with Inter-State for several HOURS! The phone is constantly busy. My order was split. The first part was very poor quality (The VERY SMALL bushes looked rotten.) Today, the second part came. Besides being VERY SMALL, one was rotten and the other was dead! As per "your satisfaction is guaranteed", we are very dissatisfied!

Negative jeharper2
(1 review)
On Apr 1, 2002, jeharper2 wrote:

I received a partial of my order over a week ago. The plants were of poor quality and packaged in individual plastic bags and shipped in a large plastic bag. The bag I received was marked partial order 2 of 3. My credit card was charged for the full order. I have tried repeatedly to phone the company and have gotten only busy signals.

Negative solarsis0
(1 review)
On Mar 1, 2002, solarsis0 wrote:

I just received my small order from Inter-State, so badly labeled, many plants are unidentifiable. They came in plastic bags, and looked either too young or too mushy to have been shipped. Wish I knew of this site prior to ordering.

Neutral gailcrowder
(1 review)
On Feb 1, 2002, gailcrowder wrote:

We, too, have ordered from Plantron affiliated nurseries. We ordered from Interstate one year in March. We still had not received shipment by June and wrote to cancel. When we were on vacation in July, a shipment came from Richard Owens. I refused it, because we had not ordered from Richard Owens. We finally realized what had happened when I tried to call about the cancellation and discovered that the phone number and address was the same for both. This year, I was tempted to order from Kelly Nurseries, but one of the "testimonials" sounded familiar. I went to the internet and found that I have not been the only one taken by this company. Kelly had a Minnesota address on the catalog rather than Illinois so I thought it was different. Boy am I glad I checked.

Neutral tara678
(1 review)
On Jan 1, 2002, tara678 wrote:

Inter-State Nursery does have a website:http://www.directgardening.com/index.aspThe reason why no one could find it before is that they use a different name online. I guess there is too much bad relations with the other name. I ordered from them before I knew, so we will see how it goes.

Negative howardparkhurst
(1 review)
On Sep 1, 2001, howardparkhurst wrote:

I have to echo the complaints I've read here about Inter-State Nurseries' merchandise. I ordered 10 dwarf Juneberries this spring, and when they arrived, they were completely dried up. I've ordered bare root woody plants from other nurseries before, and none of them arrived looking like this. My attempts to call their customer service number were futile, as it was always busy. I didn't hear from them for several days, and when I did, the message said their condition was normal and to go ahead and plant them. I'd already done so. I'm pretty well certain, though, that they were dead when I got them. They're certainly dead now.

Negative thaitran4774
(1 review)
On Sep 1, 2001, thaitran4774 wrote:

This is my first time ordering plants through Inter-State Nurseries; I received the advertisement in the mail. I also experienced the same problems as most of the posts here.

Negative cbjack
(1 review)
On Aug 5, 2001, cbjack wrote:

I ordered nursery items from Inter-State Nurseries a couple of years ago and what I received was dead and moldy stock. When I called to complain, I was told that the plants I had received were "dormant". I told them that I was not an idiot and knew the difference between dead and dormant, and told them in writing that I would report their shoddy business practices to the State of Illinois Attorney General, and I received my refund promptly, but I can't seem to get off their mailing list. Truly, let the buyer beware.

Negative laurie017
(1 review)
On Aug 4, 2001, laurie017 wrote:

I have been burned also by Inter-State Nurseries. I placed an order in May 2001 and have not received it. From what I have read I may not want to receive it. It is now Aug. 4, 2001.

Negative lindaragsdale
(1 review)
On Aug 3, 2001, lindaragsdale wrote:

I placed an order in May of 2001 and they cashed my check, but as of August 3, 2001. I have yet to receive anything. Sure wish I had seen this site. Thank goodness my order was small.

Negative annelyon
(1 review)
On Jul 1, 2001, annelyon wrote:

My mother ordered a set of 6 different iris for me as a gift in 1999. The first year only one bloomed, but they were all alive and healthy. This year they all bloomed. Only 2 of them were what they were supposed to be. Two were the same - a very ordinary kind of iris. I took pictures and wrote them about the situation, requesting replacements for the iris that were incorrect. It has been 2 months and I have heard nothing. I was afraid of that, having read some of the postings here, but hoped that they were trying to improve.

Negative jodenmak
(3 reviews)
On Jul 1, 2001, jodenmak Fairfax, VA wrote:

I certainly got an eyeful when I stumbled onto this site last night. I have had similar problems with this company/companies. I got so frustrated that I filed suit against them in Small Claims Court, and won a judgment against them. No one from Inter-State/Plantron even bothered to show up. I am planning on filing a lien against their property, but of course, it appears that as shells, none of the entities may actually own any property. If anyone knows if they do, which company it is and where the property is, please let me know. I may not benefit from this but maybe my greatgrandchildren will, with all the interest that is building up day by day. And, of course, other angry customers can do the same.

Negative Leesure
(2 reviews)
On Jul 1, 2000, Leesure wrote:

I placed orders from five different nurseries in February 2000. Two of the orders were from nurseries who are divisions of Plantron Inc. (Inter-State Nursery and Farmers Seed and Nursery.) These two nurseries sent most of their stock with shortages, dead root stock, and rotten plants in tight plastic bags. I have called and written to then, several times but as yet have not had good results in getting a claim settled. I will not ever order from these two nurseries, or form any of Plantron's divisions.

Negative lorifry
(1 review)
On Nov 1, 1999, lorifry wrote:

First letter sent 6-22-99 and returned November 22, 1999 Dear Customer Service: I was very disappointed with my order from your company. My gardener warned me of the quality of several companies, but I thought I would take a chance and order from you. I regret to admit that he was right. He told me that I should have order from Burgess, since their product always comes healthy and alive. Their plants are never rotten, moldy or mushy. I could not believe the condition of the order I received. Pink and orange molds were all over the roses, and all of the plants were mushy, like slime. We planted the plants but none of them made it, as we had expected since they were dead when they arrived. The roses we put in the compost pile, how nasty they were. Perhaps you shouldn't seal everything in plastic bags, they turn everything to mush. Please credit my credit card for this order. I regret that your name has come up to all of the gardening friends as a nursery NOT to order from.

Negative carole_marks
(1 review)
On Jul 1, 1999, carole_marks wrote:

I have been ordering from Inter-State Nurseries for years, and I have been very pleased until this spring. My order was in excess of $150.00 and only the buy and save 1 cent sale items were DOA - The red maple trees, tulip trees, etc. I didn't even bother to file a claim because I had destroyed the invoice (Proof of purchase) upon receipt, going on their previous years' reputation.

Positive massyshoja
(3 reviews)
On Jul 1, 1999, massyshoja wrote:

In the past I have used Inter-State for Sub Zero Roses. All the plants are doing just fine in my garden. I have no complaint about this nursery. Make sure your garden soil is well suited for the plants you ordering. Most plants need good soil, good sun, and good water.

Negative aliciacornelio
(2 reviews)
On Apr 1, 1999, aliciacornelio wrote:

Unfortunately, I also wish to warn customers about Inter-State. Half my order was rotten in plastic bags also. Don't use this company!

Negative naomilenz
(1 review)
On Apr 1, 1999, naomilenz wrote:

I wish I had found this site before I ordered from Inter-State. My experience with them has been the same. I received the most pathetic-looking plants also in plastic bags and covered in fungus. There is no way that some of them could have been alive before they were shipped. I did not receive any instructions with them either.

Negative edackley
(1 review)
On Apr 1, 1999, edackley wrote:

The worst service, always a month later than they tell you. Plants are mostly received in very poor condition; mostly rotten and black. Replacements are just false advertising, They never provide. Will never order from any company in the future that has Division of Plantron in their name. Or any company from Bloomington, IL Another order to a sister company has not been received after 2 months. They sure never waited two months to take my money.

Negative deannawilliams
(1 review)
On Jul 1, 1998, deannawilliams wrote:

My experience was the same. Most plants were DOA, and their response to my complaints was slow. Replacement plants were just as bad. I will never order from them again.

Negative apollar
(1 review)
On Apr 1, 1998, apollar wrote:

Inter-State Nurseries is by far the worst mail order catalog in the world. My order, which was over $135.00 arrived over a month late, in plastic bags, rotten and covered with fungus. I was even missing several items in my order which custom service has refused to ship until I write a detailed letter and send back the shipping label. The customer services reps are rude, and ignorant. They threatened to place my account on hold when I told them I was going to call my credit card company and notify them that goods were paid for but not shipped and those that were shipped were not what I ordered or unplantable because they liquefied in the plastic bags. I have spent over $30.00 in phone call to their non 1-800 number. DO NOT ORDER FROM THIS COMPANY OR ANY DIVISION OF THIS COMPANY!

Negative joannewilliams
(1 review)
On Apr 1, 1998, joannewilliams wrote:

I also order plants from Inter-State in April of this year. Upon receipt they arrived in plastic bags and appeared to be dead. I followed the instructions to revive them before planting. To my dismay, only one plant was alive. I have written to Inter-State, requesting a replacement of my order and have yet to receive a reply. If this is how they do business by taking customer's money and not responding to the warranty they provide, then I can only say for this company, customer beware. I am still waiting for them to make good on my order.

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