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|On Apr 21, 2017, plederle Valley Stream, NY wrote:
Should have checked out their reviews before I placed my order. Catalog planting description did match the planting instructions that came with the plant. A plant for full sun/partial shade will not flourish in full shade. Terrible customer service and worse return policy. Does business as more than 10 d/b/a's.
On Apr 21, 2017, Kelly Nurseries responded with:
"On Apr 24, 2017 12:52 PM, Kelly Nurseries responded with:
We are sorry to hear of this customerís experience, as it sounds like there was a misprint somewhere. We are affiliated with other companies but these are separate companies.
|On Apr 19, 2017, zliti Marblehead, MA wrote:
Terrible company unspeakable customer service. Both the recipient at the call center and the manager, Cindy are unskilled, incompetent individuals. They yell over you and don't listen to anything a customer have to say. Twice I received the same bare root plant dead and both times they are telling me I have to right to the company to ask for the replacement. I wrote niece and paid for th postage and I received another dead root. I asked for my money back and they still asked to write to the company to ask for my money back. So I have to pay for the stamp again. There is an inconsistency on the information shared with the customers: the firts representative said I can get the money back as one of my options, the manger, Cindy said (actually yelled) that I have to write back to the company if I want my money back. I kept calling to get an answer as why and she kept hanging up on me. The fact that there are 85 negative feedback online tells you something about this flaky company. I am done ordering from them. Disappoint me one time, I give you a second chance, disappoint me again, I am done. People, don't waist your money and time with this company.
On Apr 19, 2017, Kelly Nurseries responded with:
"On Apr 24, 2017 12:50 PM, Kelly Nurseries responded with:
We are sorry to hear of this customerís experience as we do take pride in our customer care. We do have both a refund and a replacement guarantee which is clearly posted on our website and we stand behind them.
|On Sep 29, 2015, lucy44 Stuarts Draft, VA wrote:
In January, I ordered perennials and trees from Kelly for spring delivery. Given the prices, I did not expect much, but was hopeful. The plants arrived on May 8th and were extremely small and in poor condition. I re-potted plants and healed in trees and gave good care - unfortunately many of the plants and most of the trees never showed any sign of life.
On Sep 29, 2015, Kelly Nurseries responded with:
"On Sep 28, 2016 2:54 PM, Kelly Nurseries responded with:
We are sorry to hear of this customers experience. We do have a refund and replacement guarantee available. We have contacted this customer via D-mail to see how we may be of assistance."
|On Aug 26, 2015, trango Seattle, WA wrote:
Received a Franklinia in early July from Kelly Nurseries with dried up withered leaves which was potted in well draining soil in a 2 inch pot. I have kept the plant indoors and watered it once a week to no avail. On August 10 I sent a letter along with the shipping label requesting a replacement plant pursuant to Kelly Nurseries stated warranty which was on the front page of their enclosed planting instruction booklet. Today (the 26th) I received a letter from them returning my letter and the shipping label along with a form letter directing me to wait 6 weeks before making a request for a replacement plant. I do not suggest that anyone do business with them.
|On Aug 13, 2015, bherder Forest Grove, OR wrote:
Posted on May 8, 2015, updated August 13, 2015
On August 13th, 2015, bherder added the following:
It is now August 13, 2015 and have not heard back from this company. I do not recommend this company.
|On Apr 11, 2015, docknee Murphy, NC (Zone 7a) wrote:
Order number: 34498434
|On Apr 10, 2015, lynch_jan Cornish, ME wrote:
I spent several hours sorting through all the catalogs for my big spring planting order. I placed a 25+ item order with Kelly Nurseries that totalled over $270. I received an email confirmation. A few days later, my credit card company informed me that the card had declined payment (my fault due to max'ed card), so I called the number on the Kelly website so I could provide another form of payment. Kelly Nurseries had NOT sent me any indication the order was not paid for and the people on the phone could NOT even see my order because they have no access to the online order system!!!! The only option they gave me was to reorder everything online. They did not even offer to do it for me over the phone if I read out the list to them!!!! I am NEVER ordering from Kelly Nurseries again. They are disorganized and can offer NO customer service if you order online. If you really want to buy from them, then place your order over the phone like we did in 1990. If their customer service is this bad, I can only imagine what their plants look like if and when they show up in your mailbox!
|On Aug 6, 2014, cupwithwater Byron, MI wrote:
Posted on August 6, 2014, updated August 6, 2014
On August 6th, 2014, cupwithwater added the following:
I have also had the same experience with their sister companies, Burgess seed and plant co. And royal dutch gardens. They should be ashamed of themselves, what an embarrassment of a company (s)
|On May 23, 2014, loryb1958 Plymouth, OH wrote:
Placed an order with Kelly Nurseries for the first time, will never do so again! We received only part of our order although the shipping label indicated that all of it was shipped. We did receive the free peony root and three dead sticks, which I have no idea what they were supposed to be. I called the company and was informed that I must send back the label with a note as to the problem, which I did May 10,2014. Since we received no communication from them as of May 23 I called them. Took a number of tries, first the number would ring a few times and then signal busy. Finally connected to Chrissy. I was informed that they do not communicate with customers unless there is a problem. (I consider not receiving 48 rose of rogusa a problem!) She informed me that my replacement order was in the computer but could not tell me when I could expect shipment. ( I don't quite understand how it could be considered a "replacement" order when I never received them in the first place).
|On Aug 3, 2013, jackson01 Tipp City, OH wrote:
I have never shopped with this company before but I thought I would give them a try.
On Aug 3, 2013, Kelly Nurseries responded with:
"On Aug 16, 2013 1:37 PM, Kelly Nurseries responded with:
A customer care representative has contact this customer for further information. We do have a 1 year replacement guarantee on all of our plants and do hope that the customer takes advantage of this guarantee."
|On Jun 14, 2013, Taunus Rome, GA wrote:
Posted on June 4, 2013, updated June 14, 2013
On June 14th, 2013, Taunus added the following:
June 14th, 2013
Got home from a 2 day trip this morning and there they were in my mail box, had been for more than a day, in 95 degree weather. The little strawberry plants had pot bound root balls the size of thimbles, a snippet of a leaf on top and were near death.
I had asked for shipping information and a tracking number. I got nothing. The people that work there must suffer from horrible illnesses that leave them unable to accomplish ordinary tasks in a timely manner.
However, they do grab your money real fast and refuse to let go..
Go to your local nursery, don't deal with this crowd
On Jun 14, 2013, Kelly Nurseries responded with:
"On Aug 3, 2013 11:43 AM, Kelly Nurseries 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 be happy to send a replacement order. "
|On May 2, 2013, rockminer Scott Bar, CA (Zone 6a) wrote:
I'm sorry I did not find this resource before ordering from Kelly. The black Rasberries were dead sticks with no roots, Poker primrose were totally limp and, despite very gentle nursing did not even try to produce a leaf. Two of three Geraniums did survive but are miniscule plants. Clematis has finally given me one leaf and may survive. The tiny Pulmonaria plants are aparently alive but producing no evidence of new growth.
|On Jul 14, 2012, swedey Winnie, TX wrote:
i ordered a pear tree with 5 kinds of pears and a pair of elderberry plants. they came absolutly dry in a plastc envelope. the peare tree of coursae ws broken off at the first graft. it had four tiny hair sized roots and when scratched was dead as a door nail. the two elderberry plants had enough roots if they had not been dead for so long. they were black throughout. there is no way they were alive when shipped. a pure rip off. the story about the scratch test of course is crazy. why not scratch it before you send it instead of sending dead sticks in a plastic envelope. a $39 plusa lesson. ty ty did the same thing to me. sent me a stick with no root at all. just a piece of dead stick.
On Jul 14, 2012, Kelly Nurseries responded with:
"On Jul 16, 2012 11:44 AM, Kelly Nurseries 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. "
|On Jul 3, 2012, terriergal Hutchinson, MN (Zone 4b) wrote:
Well, I wish I had known this was a ripoff company. Thankfully I only ordered two mock oranges to try out. Placed order on June 2, 2012 and I finally had to write on the 20th to see what was up, as I had not received any notice of shipment.
On Jul 3, 2012, Kelly Nurseries responded with:
"On Jul 16, 2012 11:47 AM, Kelly Nurseries 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 20, 2012, lindaMI Concord, MI wrote:
I ordered 12 Snow in Summer, 10 Periwinkle, 12 Creeping Phlox, 4 Hardy Gloxinias on May 13, 2012, they charged my Credit Card for the full amount, I also ordered a Red Rose of Sharon. When my order was received I didn't get the Snow in Summer or the Periwinkle, the Phlox were almost dead and out of 10 I have 3 that are green. The Gloxinias I have 2 that may make it, I still haven't received my Snow in Summer and I sent a letter along with my mailing label on June 7, 2012 and was told that it would take another 2-4weeks before I would receive my balance of my order. Since I sent my mailing label I have know recorse to have the plants if thats what you want to call them replaced if they don't make it. The female rep. that I talked to when I called said that I was lucky that I got my order in the time frame that I did because it usually takes 4 weeks, per their shipping policy it states that you can expect them to ship your order within 1-2weeks of receipt and when I read that to her she argued with me. Today is June 20th, 2012 and I have still not received anything from them in regards to the balance of my order. DO NOT ORDER FROM KELLY NURSERIES!!!! I will be reporting them to the Better Business Bureau!
|On May 22, 2012, sprklecity LAKE PLEASANT, NY wrote:
Every thing I ordered died or arrived dead. I did not receive one plant, sent a letter (with the original mailing label as required) and never received a response.
|On May 21, 2012, ladybugshome Rochester, NY wrote:
Have been gardening for years and can usually bring back even the most dead looking plant. I ordered from Kelly Nurseries and they took my money back in January. The charge went through and was process. When you charge something you do not have over 60 days to dispute the charge. I found that out when I tried to have the bank cancel the charge. Called Kelly Nurseries and they will not refund my money or credit my account. I have to mail back the shipping label with what was dead or broken when it arrived. I live in Rochester NY, my order was shipped when we still had winter!
|On May 10, 2012, bbreech Bryant, AR wrote:
Order placed 3/3/12. Requested expedited shipping on 3/28/12. Cancelled my order 4/21/12. On 4/23/12 Kelly advised that they 'may be unable to cancel' my order as it had been 'forwarded to the shipping department'.... I guess sometime in the previous 50 days.
|On May 5, 2012, jayt36 Ashland, PA (Zone 6a) wrote:
I have finally learned my lesson. I placed an order with Kelly on March 10, 2012. When the plants came, one of the yellow butterfly bushes was dead on arrival. Giving it the benefit of doubt, I re-planted it in good potting soil, kept it well watered in a sunny window. When it showed no evidence of rejuvenation, I finally wrote to the company on April 11th, requesting a replacement. I fully complied with their requirements, dutifully enclosing the shipping label. I received a reply from them telling me I must wait six weeks to see if the dead plant would miraculously resurrect itself. Well, although I am a religious person, I have no expectation for any such miracle to occur. And I have no intention of wasting another 40 some cents postage of this poor excuse for a company.
|On Apr 26, 2012, vorlonken Andover, CT wrote:
I really should give them halfway between neutral and negative since I got what I expected; but what I expected wasn't much.
|On Mar 21, 2012, MargeTO Arlington, VA wrote:
Do not order from Kelly! After bad first experience, thought I'd give them a second chance. Ordered early in March, when nothing arrived by May 1, called, told it would be sent. When I called again, said I was going on a trip and everything would be dead, I was told "That's okay, we'll just replace everything. I had gotten one plant, separately in March, a healthy, big euphorbia. When I re-ordered, the 3 euphorbia didn't even resemble plants, everything was tiny, slimy and disgusting. When I called, it was pointed out they only replace once. Clearly this company's technique is to guarantee replacement, send the dredges of their stock: you have no recourse and they keep your money. Btw-they cashed my check in March but hadn't sent 2 mo's later, finally after 2nd call, arrived sometime in June. Have talked to others, everyone says "stay away." Do not patronize, and watch out for their many affiliates, seem to be different names for same place.
|On Sep 28, 2011, rocdoc77 Great Falls, SC (Zone 8a) wrote:
Letter about Kelly's and Burgess nursery.
|On May 9, 2011, jhkern Sunnyvale, CA wrote:
Posted on March 20, 2010, updated May 9, 2011
On May 9th, 2011, jhkern changed the rating from positive to negative and added the following:
Posted positive last year after ordering plant material but this current order is becoming the same fiasco that so many others have experienced. Dead material arrived so I called next day for protocol on refunds. Told no need to send dead plant material back to Illinois but to send shipping label with summary of dead stock. 3 weeks later received the following letter;
We are sorry to hear of the problem you are having with your plants. Our guarantee policy states that if you are unhappy with the merchandise for any reason, you may return it with in 14 days of receipt for a full refund. Since you did not comply with the terms of our warranty, we are unable to issue a refund for the items in question.
I'll keep working on it, but this is just another FYI for Kelly Nurseries
|On Mar 18, 2011, jrenea Austin, TX wrote:
I won't be doing business with this company ever again. I placed my order on 1/30/11 and have yet to receive it. They won't give me a ship date or any actual information, just that someone else is working on it.
|On Sep 12, 2010, oona0 Wilkes-barre PA,
United States wrote:
Posted on May 4, 2010, updated September 12, 2010
On May 4th, 2010, oona0 added the following:
I waited another week and still nothing. I been using redial trying to reach them all morning. Nothing but busy signals. :(
On May 4th, 2010, oona0 added the following:
Just got of the phone with customer service. He said that,"If I did not get my order by now then it is lost in the mail. Your order was shipped on the 16th of April and because we ship threw USPS we need to wait 30 days to put in a claim. That means the customer needs to wait the 30 days to ask for a reship or a refund."
I'm very angry. All of this could have been avoided if they had tracking numbers. I'm not going to go threw this again. I want my money back. I can find the same items somewhere else with less hassle.
On September 12th, 2010, oona0 added the following:
After just receiving an email on this website from Kelly's Nurseries I will let everyone know what my final out come was.
My tree arrived on the 28th day before the claim could be issued. The tree arrived in a RED PLASTIC BAG! There was no holes in the bag for the tree to breath. There was nothing stopping this tree from getting damaged. I was however amazed it made it in one piece. The roots where covered in mold and rotted from being in the bag that long. The plant showed no signs of life.
I now understand why they don't use UPS. If I was UPS I would not want my company to go bankrupt with the flood of claims that would come in because sending packages out in red plastic bags.
I called back Kellys to let them know the condition of the package. The woman said rudely... Sorry! any complaints you have you must summit a letter in writing.
I hung up and just decided to call it a loss and not to do business with them anymore. A month later I received another red bag in the mail. This one looked a lot better in condition. I put it in the ground and it's doing fine.
This story had a happy ending. I'm thankful for that. After this whole mess. Brecks, spring hill, and Michigan bulb has my business.
On Sep 12, 2010, Kelly Nurseries responded with:
"On Sep 29, 2010 11:11 AM, Kelly Nurseries responded with:
We are glad that the customer received the 2nd shipment of the tree wisteria and that it is doing well.
|On May 13, 2010, rusty1013 Huntingtown, MD wrote:
This company fails to communicate when there are delays. When they finally shipped the partial order at my request, it took over a week to arrive by Stardard Mail. To say the least, the shrubs were bone dry and dead, the live roots shipped were wet and rotting in the package.
On May 13, 2010, Kelly Nurseries responded with:
"On Sep 22, 2010 3:48 PM, Kelly Nurseries responded with:
Since most of this customer's order was shipped dormant, the plants should have been able to survive just fine for a week during shipping. However, we do have a refund guarantee which states that product simply needs to be returned to us within 14 days of receipt if a refund is desired. This customer returned the product, and a refund was issued."
|On Mar 24, 2010, tsarina1 Hazel Green, WI wrote:
Only order if you are absolutely positive you want their product and are willing to put up with frustration if something goes wrong. It is impossible to change or cancel an order. No help from anyone . Everything goes through a catalog answering service and no one knows where the billing or credit department is located or any phone numbers . This is part of several catalog companies combined owned by Richard Owen in Bloomington , Illinois under the division of Plantron, inc.. Search the web and no info about this company and the other many catalog companies he owns or who they are, where they are or any phone numbers .Everything kicks back to the catalog answering service . They allow you no contact with anyone other than the answering service. This is not the way things were years ago but this corporation has gotten too big that their customer service is zero . If you pay by credit card or check good luck on getting your money back. I have email them 2 times a day , call them 2 times a day for the past week to get my $200 back and get nothing but nasty people. Not a good way to start off the season for people who love to garden and made these catalog people rich over the past 35 years. I will never again order from any company that hides the owner or grower from the consumer. Too bad because years ago you actually talked to a grower and now you are talking to an answering service who do not even know who signs their pay checks.
|On Jun 19, 2009, lovesflowers70 Lakeland, FL wrote:
I ordered flowers for my mom --- oh yea she received a package from them of what was suppose to be healthy flowers BUT the ones she got were rotten covered in mold and the stench of the flowers when she opened the box was terrible -- threw them away-- THEY knowingly MAILED MAILED MAILED to her from the get go bad rotten flowers .. .. oh but to get your money refunded you have to return them to Kelly nurseries,, 1708 Morrissey Dr., Bloomington IL 507-334-1623... with how bad they smelled I don't think the post office would allow them to go back thru the mail...DO NOT ORDER ANYTHING FROM THIS COMPANY....
|On Apr 15, 2009, JAPMAPLOV Oklahoma City, OK wrote:
DON'T EVER ORDER FROM THEM. ALSO IF YOU RECEIVED A CATALOGUE FROM THEM DO LIKE I DID AND SEND IT BACK QUICK!!!!!!!! I ORDERED A JAPANESE MAPLE FROM THEM (IN ORDER TO SAVE SOME MONEY) BUT YOU KNOW THE OLD SAYING YOU GET WHAT YOU PAY FOR? IT REALLY APPLIES HERE. DON'T EVEN THINK ABOUT ORDERING FROM THIS HORRIABLE, HORRIABLE COMPANY!!!!!!!!
|On Feb 11, 2009, mersiepoo New Freeport, PA wrote:
The only plants I had ordered from Kelly nursery was an 'arctic' raspberry plant and a van cherry. Both died immediately. They looked in bad shape when I got them and no amount of babying would convince them to live for me. I never ordered from them again.
|On May 7, 2008, dlaGardener Stamford, CT wrote:
Kelly Nurseries sells junk... and then won't stand by their products!
|On Jun 20, 2007, buckstopple Center Conway, NH wrote:
Ordered rose collection in Feb. to be delivered in May. It arrived on April 4 in a snowstorm. I refused it and the Post Mistress returned it that day. It did not arrive in May. I had back and forth email correspondance trying to find out what happened to my order. Was told to write to company declaring I did not have the shipping label and prove that the PO had actually returned the package. Did so. Still no answer to the problem after 3 emailings with required letters attached. Finally called on June 19. Where is my package? Was told it was in warehouse waiting to be sent. I asked if I could exchange bareroot roses for a perennial that would be better for planting at this time of year so far north (NH) or could I get my money back. In each case I would be required to write more letters. Gave up and requested the roses be sent ASAP. Now waiting for the roses. This company is very slipshod in dealing with their own mistakes.
|On May 23, 2007, rxmanny Milwaukee, WI wrote:
I ordered several plants, $86.00 worth. Most of the plants came mostly dried up. A packet with a clematis only had dirt in it, no plant. A rose came dead. This was the worst shipment of plants I ever received. I wrote the company but they never replied.
|On Apr 9, 2007, pelham50 wrote:
Last week I received my order ot one bi-color butterfly bush, one Hardy fuschsia, and three blue columbines from Kelly Nurseries (after waiting an inordiate amount of time to receive the order). The flimsy plastic package had allowed the plants to move and they were bent and twisted. I immediately potted the fuschsia and butterfly plants in good potting soil to try to revive them. As the columbine plants were bare root and very dry, I immediately planted them in the flower bed and soaked the area with a garden hose to try to get them wetted and growing. I don't understand why the plants were sent in such packaging as it seems to me that nothing would survive the postal system conditions without some form of protection such as cardboard or styrofoam. Their prices are relatively cheap, but not so cheap that one would expect to receive dead and dying plants. I have wqritten to request either reimbursement or replacement with healthy and protected plants. If they ask for original package, I will be angry as it was only a green plastic bag and was thrown away, although I saved the shipping label. If the columbine does not emerge, I hope they don't ask me to dig them up as they are planted among other perennials and it would disturb the other plants to try to probe around to find the dried out roots that I planted. I ordered from them before and received plants in pretty much the same condition with only one of the plants surviving to date. I don't know why I ordered again from them as it appears they do not care about the ratings they receive. -Pelham
|On Apr 7, 2007, IdahoMom Rathdrum, ID (Zone 6b) wrote:
I ordered a bunch of plants from this company last spring. When they finally arrived, they were almost completely dead. This is to be expected because of the way they were packed and shipped. From what I see, this company doesn't care what happens to these plants once they have your money. The bareroot plants arrived in a big plastic bag. Nothing to protect the plants from damage during shipment, and the roots had nothing to keep them from drying out during their very lengthy trip to my home (which took approximately 3 weeks). Most of the roots were completely dried out and it took a very long time before these thirsty plants put out new growth, mostly from the bottom. Needless to say, the first year was wasted just trying to recover from the neglect they received in transit. It is so sad that this company cares so little about its product.
|On Mar 31, 2007, AuntAnne College Station, TX (Zone 8b) wrote:
I wish that I'd known about this site before I did business with these people. I just received my order today March 31, 2007. I made the order back in Feb. they cashed my check on Feb. 20th it took a month and a half to get it here. Two of the 4 Yellow Ice plants are dead, the soil they were in was wringing wet. The other two, were in very bad shape I've got them in dry soil so we will see. Two of the four Butterfly Bushes, were dry but I think they'll be ok. The other two look to be dead, overwatered I'd say. If they are dead at the roots as I think I'll try to root the upper part which was leafing out at some point. The Tuberose bulbs looked ok and I've planted them, we'll see (I'll add to this post later) and the free daylilly, I don't know, they don't look so good but I'm planting them. I'll try sending back the ice plants. I guess I'll see how it goes and will write back here.
|On Jan 6, 2007, tasintuck Pawcatuck, CT wrote:
Kelly Nurseries in Dansville NY used to be my favorite place from which to order out of the garden catalog. The catalog looks the same and Kelly Nurseries in Faribault MN may have the same name, but it is not the same old company.
|On Jul 13, 2005, r3sb Hyattsville, MD (Zone 7a) wrote:
I ordered several plants from Kelly Nurseries / Direct Gardening, because their prices were so low. That should have been my first clue that "you get what you pay for".
|On May 5, 2005, ifdavis Mountain View, CA wrote:
I ordered plants from Kelly Nursery in January. When the order did not arrive I tried to telephone them but found that the telephine was not connected. I finally got through to them via email in March. They told me most of the order would be shippped right away and the rest would arrive in April. That which arrived in March was either already dead or very nearly dead. I have been able to save the bare root rose. It is still very weak and just now beginning to leaf out. I ordered two Wisteria plants. That which arrived were just sticks, no roots. One is beginning to leaf out, the other is dead. In April I received three hydrangia plants. They were sickly and starting to rot when I received them. To date I have managed to get all three to survive but they are still very weak. What I got from my order was the worst nursery stock I have ever seen.