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On Oct 6, 2013, sadiewhitecoat Bay Head, NJ wrote:
I am a garden designer whos intention it was to install a small rock garden for a client. One of the plants I wanted in the garden is difficult to find in my area. Happily, I found the plant online at Digging Dog Nursery, but (sadly) was told that since they would not ship only one plant to NJ, I needed to spend a minimum amount. I chose 3 more [difficult to find here as well] plants to meet their requirement. The plants I ordered came to me *shockingly* small- even for the price ($7, average per plant), considering the whopping S & H ($15 plus $5, grand total $47). Though small, only one of the plants was barely acceptable in spite of all that $$.
When I called to express my
disappointment, the reply (from the proprietor) was an invite to mail everything back. An inconvenient solution was to be my only solace in this already extremely disappointing experience. Her attitude was at once defensive and unyielding. I also noticed a bit of hoitiness in her affect, as if she was doing me a favor by allowing me to place an order.
I have ordered plants mail order in the past and have had disappointments as well- but was always satisfied in the end and inspired to tell others of a great experience, wanting to 'spread the good word'.
I cannot find one good word to spread about Digging Dog Nursery.
Summary: expensive, scrawny sickly plants, terrible customer service.
On Oct 6, 2013, Digging Dog Nursery responded with:
"On Oct 7, 2013 2:21 PM, Digging Dog Nursery responded with:
This customer called on a busy day for us (our mail order ship date) and we gladly spent a significant amount of time on the phone helping her select unusual rock garden plants, advising her on specific soil recommendations and discussing which plants would be hardy for her area. We rushed the order through on that day to make sure she received her plants as quickly as possible. During one of our phone conversations, she expressed appreciation for all the advice and time we spent helping her.
Rock garden plants tend to grow slowly and are diminutive. Perhaps this is way she felt that the plants were small or unhealthy. For instance, one of the plantís foliar growth is a mere 1 or 2-inches tall. She had me count the number of leaves and stems on another plant. I told her the plant was not in bloom, that it had just been trimmed for the season and was beginning to go dormant so she would not be disappointed when she unpacked it.
We sent the plants as inexpensively as possible, via USPS Priority flat rate shipping ($14) so they would reach her quickly and at a lower cost than UPS. With the rising prices of gasoline it is costly to send a plant via air across the country. We have never made a profit on our shipping.
Upon hearing of this customerís overall disappointment, we assured her that each of the plants was healthy and would thrive in the rock garden environment. Perhaps this customer thought I was being unyielding because I stood behind the health of our plants. We grow our plants in open air cold frames using real sterilized garden loam and allow them to go through their natural life cycle, which includes going dormant for the winter. We believe growing our plants in this fashion ensures healthy and long-lived plants, as attested by overwhelmingly positive customer feedback during our 21+ years of growing our plants and running this mail order business.
Since she still seemed upset after we reassured her and answered additional questions, I thought offering a full refund for the plants once they arrived back at the nursery, at our expense would resolve her disappointment. We are truly sorry that it hasnít. Customer satisfaction is of utmost importance to us, and as a small family-run business weíve been able to provide personal attention to each and every valued customer. We will still strive to find a way to resolve this situation in an amiable fashion.
On Apr 6, 2009, dthomas979 Saint Charles, MO wrote:
Wow are the people here crazy or what, they get taken on shipping and rate this company as positive, I saw all the positive ratings and thought I would give them a try, my 32 dollar order had a 29.90 shipping charge with handling to Mo. That is a complete ripoff, it's insulting. There are many good companys that aren't on the top 30 that don't rip you off on shipping. Stay way unless you like the people your ordering from laughing all the way to the bank.
On Apr 6, 2009, Digging Dog Nursery responded with:
"On Jun 26, 2009 10:01 AM, Digging Dog Nursery responded with:
We are sorry that the person from Saint Charles, MO expressed concern about our shipping costs. We wholeheartedly assure this person and all who are reading this rebuttal that we are not 'laughing all the way to the bank'.
Since we are a small family run business, we are not eligible for the
substantial discounts that larger mail-order businesses receive from UPS.
As we are all aware, fuel costs have both fluctuated and risen dramatically
over the past few years. These events and recent trends have led freight
carriers to impose increasing fuel related surcharges on their customers.
Digging Dog Nursery has been absorbing these incremental costs for some time now. In fact, Digging Dog Nursery has barely raised their shipping costs
After careful research, we found that a $50.00 order sent UPS
AIR does average around $25.00. To offset, the UPS air charges for small
orders, we are now offering PRIORITY AIRMAIL VIA THE POST OFFICE.
Attentive personal service, eco-friendly nursery practices and choice hard-to-find plants that are not only well grown, but grown with a lot of love is what
kept loyal customers ordering for nearly twenty years."
On Apr 6, 2009, Vicky_D Pompano Beach, FL (Zone 10a) wrote:
I read some positive reviews about Digging Dog so I wanted to give them a try. When I was ready to order, I saw a notice that read "At present, we are unable to ship to Florida, Hawaii or anywhere outside USA." It should read "unwilling". I emailed the company to ask when they will be ABLE to ship to FL and the reply I received was "Sorry, the state's agricultural regulations are so strict, it simply is not worth it." I for one would not feel comfortable purchasing from a company unwilling to meet the strict agricultural regulations of any state. What does this imply about their quality standards? High Country Gardens is willing to meet Florida's strict standards ( I've made over $500 worth of purchases from them so far) so my confidence and customer loyalty stays with them!
On a side note: some of the zone information included with each plant is incorrect. Lavenders are hardy to zone 10/11.
On June 24, 2006, I sent an email to the company (firstname.lastname@example.org) inquiring about a hard to find shrub that I was very interested in ordering. The website showed it as being "Sold Out" and I asked when it may be in stock again and the price. Since I never received a response from Digging Dog Nursery, I found the shrub on another website and was able to order it there with no problems.
I ordered two clematis and three acer griseum from digging dog online. The clematis came well packed and heathly, however the acer griseum were sold out. I was not notified of this until I received an invoice with the shipped clematis, about six weeks after my order. As these tree's are only carried by a small handful of nurseries, by the time I knew about this I was not able to order them from another source. While I received an e-mail confirmation of my order, again they did not indicate that the acer griseum were unavailable.
On May 4, 2005, Digging Dog Nursery responded with:
On May 12, 2005 4:45 PM, Digging Dog Nursery added:
Due to a cool spring, our new crop of Acer griseum has taken longer to root
out than usual. Sometimes root development is beyond our control and we refuse to send plants that are not well-established. Please note that in our comments to mathewpok we wrote "We are sorry but the Acer griseum won't be ready to ship until the end of May. Please re-order at that time. We will waive some of the shipping and handling charges if you re-order.