Posted on August 27, 2015, updated August 28, 2015
I ordered a \'Polar Tree Rose\" in June, thinking it was coming from a neighboring state, acclimated to our zone (Colorado). It ended up on our doorstep dehydrated and diseased, having shipped from Alabama in a packing medium which not only did not retain moisture but did not allow moisture. Immediately I emailed them about the poor condition of the plant, and took samples and photos to the local Extension office. Yes, it was fungal and viral. I let the company know they needed to have a talk w/ their supplier. After some week or so, I was granted a credit for the cost of the plant only.
When I used that credit in later August, (for a plant which was to ship form California, usually 2-days to arrive here) the C/S lady said it would ship within days - within the week. A few weeks later, yesterday, an email arrived with the surprise notification that it was finally shipping. But when I checked the tracking number, I found out they were sending -again - from the same Alabama supplier. When I checked their web site, I found out this tree was a cheaper item -nearly half the retail cost of the one I ordered. So they were sending an item which I did not order instead of the more expensive tree I ordered from California...
I emailed them to ask why they did not give me the option to cancel if they could not send the tree, or to wait for the next year\'s crop or obtain a refund. I let them know I felt frustrated that it was shipping from the problem supplier. Then I asked them to immediately stop shipment, refund my investment of $135. Today they have informed me they cannot do this - it\'s on the way, pleasure doing business with you, have a good day.
So I have left a VM for a manager - they have a group of managers to pick up the general VMbox messages. it is now 48 hours since their notification that the substitute cheaper tree is being shipped. And 48 hours since I got this ball rolling. We\'ll see.
I wish I\'d read about them here before ordering.
On August 28th, 2015, ColoradoLeo added the following:
I was able to refuse shipment this morning when it arrived. Although the C/S lady assured me they'd return my VM within 24 hours, I have not heard from any of their 'managers'.
As with all the others here. I ordered the following from Nature Hills:
Autumn Blooming Cherry - 5 - 6 Feet Select Tree
Pink Flowering Dogwood - 4 - 5 Feet Select Tree
Rose of Sharon - Blue Chiffon - 4.5 inch pot
The Rose of Sharon came in the late fall, around October 15. What a joke. I am not kidding it was only 6 inches tall. I paid 25 dollars for it. It died sometime in the winter. Then my trees were on back order for 6 months. When they did come they were less then 3 foot tall and in very bad shape. We planted them and babied them. One died in April and the other died in July. What a waste of money. I am not new to ordering plants on line. Actually I am a farmer who has quite a bit of experience with plants and trees. I have gotten better trees from the cornfield. PLEASE DO NOT order from these people. I contacted customer service 4 times in the last 6 months. No response.
They took my money, sent me nothing and gave me the same line of bull I've seen in other reviews. I am in contact with a friend in Abilene who had the same experience and who contacted the Texas Attorney General's office. Apparently, failure to expedite an order according to their stated shipping times is not a crime, but a pattern of falsehoods in customer service can be regarded as criminal activity. I have forwarded my correspondence to my friend's lawyer and if the items have not been *already* processed as stated, then he will have two confirmed instances of fraud and ask the Attorney General's office to proceed with an investigation.
If they had told me "we're disorganized and incompetent" then I would just wait, impatiently, but taking my money and deliberately misleading me warrants action.
On Aug 18, 2015, luckione8 Jamaica Plain, MA wrote:
What a horrendous experience with Nature Hills Nursery -- POOR QUALITY TREES, EXPENSIVE PRICE and NO RETURN/REFUND. What an awful business that they wouldn't stand by their products for customer returns. I had made my order for 5 plants and all 5 have been in low quality. Trees that are like small twigs with limping branches and browning leaves.
Their customer representatives are a joke. They would not have an answer for you as to when the plants would be shipped or how to solve the situation as customer service. When the plants arrived -- they were in the process of dying and in poor quality. When I called to report, the representative could only read off the script of "take a photo for our review within the next 24 hours."
Nature Hills would not issue refund for the products. From many people here stated, they wanted the customers to pay 50% of the replacement + shipping cost. This is an unethical business and fraud.
I am in the process of reporting them to Federal Trading Commission.
Ordered from here to see what all the fuss was about. Even though my tree was available early fall last year, it didn't actually deliver until late spring this year (I had forgotten I even ordered it). When it finally arrived, with no notification it had ever shipped, it was like an unexpected gift to myself that cost more than any self-respecting gardener would admit to paying for a fruit tree. The tree was in good shape when it finally arrived, but it's not like this fulfilment company had any hand in actually growing it. Nothing special. You can find everything here more reliably at quite literally any other mail-order gardening company for far more reasonable prices. Got to hand it to Nature Hills, though; people (myself included) still manage to buy their product for some reason.
Terrible experience. NEVER USE NATURE HILLS EVER. YOU WILL BE RIPPED OFF. They say then send plants in 3 gal containers, they do but they are first year plants with no size. I spent 2x as much for 1/3 the plants. I went to the local nursery and spent half as much and got plants 3 times as large with a guarantee and no shipping. NEVER USE THESE PEOPLE. RIP OFF ARTISTS.
I ordered 2 Beauty Of Moscow lilac bushes from this company in April, 2015. They arrived in May. As soon as they bloomed, one of the shrubs was not the correct one color. I called the company and informed them of this. They wanted pictures. I sent them the same day, including the tags on the plants.Today, I spoke with them on the phone (888-864-7663), in case anyone else tries to find an actual person to talk to. They were supposed to call me back two weeks ago as per a woman named Pat, who, at that time, had re-sent the pictures to a manager, and was waiting for their decision. She never called back. Today, I got the same discussion. She was sending the pictures again...waiting for a manager...will call me back in an hour. I told her I did not want another plant, but a refund. After reading all these reviews, this seems to be their pattern in (terrible) Customer Service. However this is resolved, if ever, I will not use them again. I also made them aware of all the negative reviews on this site while I was talking to her.
I ordered one Japanese Cherry blossom tree in pink, two plumes and two butterfly plants.
I got a Cherry blossom tree that was white and not the same name as I ordered. I wrote and told them and they wanted pictures of tree and the tag that was on the tree. I supplied them with this the day after they requested it. Idid not get a reply back until a week later stating the manager would have to review and get back with me. Two week s passed. So I tried calling numerous times only to be send to voice mail after being on hold for 15 minutes each time to cancel the order. Then comes another tree to our door. Actually I should say a twig. That's all it was. It looked dead but it is now showing life but really a 4 foot twig for I $49.00. This was marked as the correct tree I ordered but I have no way of knowing what is truly is until it blooms. I didn't like how they did business nor what had happened so the other portion of the ordered I cancelled. I wrote to them email in which this is how we corresponded prior without issues. No word. So I called 4 times never a person only music for 15 minutes and then to voice mail. I left messages all three times stating the cancelling of my order because of their merchandise and service. I then had the merchandise show up at the door two months later.
I disputed it with our credit card company but it was overturned. The plants I received were awful. Brown, ugly and unhealthy. I would strongly recommend staying clear of this company.
Posted on May 26, 2015, updated May 26, 2015
Posted on May 14, 2014, updated May 26, 2015
I placed an order for two bare root Paw Paw trees since there were none available locally. Both arrived without any root systems and never broke dormancy. 15 other trees I purchased at the same time from \\\"Trees of Antiquity\\\" all broke dormancy and came with healthy, intact root systems despite also being dormant. The Paw Paw trees are now dead and the customer service representatives are rude and unhelpful. In response to my complaint Bonnie at Nature Hills wrote \\\"The Paw Paw does have a root system. I am sorry your disappointed.\\\" No offer for a return, no offer for a replacement and just overall terrible customer service. Rather than arguing with additional customer service representatives about the fake \\\"1 Year Guarantee\\\" and the pathetic examples of trees that were shipped to me I put in a chargeback with my credit card company. Do not buy from this company!!
On May 26th, 2015, swimslowly added the following:
Nature Hills fought the chargeback with my credit card company requesting I provide a letter from an expert which would officially declare the trees sent by Nature Hills dead. So I\'m supposed to pay someone at a nursery to write a letter over a $125 transaction when the trees that were mailed are clearly dead? After several days of arguing with my credit card company they instructed me to send the trees back to Nature Hills - which I did. Despite sending the trees back to the company I never received a refund and ended up just losing the $125. What a waste of time and energy. I filed a complaint with the Federal Trade Commission as I feel this company is intentionally defrauding consumers, by selling \"live\" trees and then sending them dead sticks hoping they can not successfully complete a chargeback against them. Again, DO NOT buy from this company.On May 26th, 2015, swimslowly added the following:
Nature Hills fought the chargeback with my credit card company requesting I provide a letter from an expert which would officially declare the trees sent by Nature Hills dead. So I'm supposed to pay someone at a nursery to write a letter over a $125 transaction when the trees that were mailed are clearly dead? After several days of arguing with my credit card company they instructed me to send the trees back to Nature Hills - which I did. Despite sending the trees back to the company I never received a refund and ended up just losing the $125. What a waste of time and energy. I filed a complaint with the Federal Trade Commission as I feel this company is intentionally defrauding consumers, by selling "live" trees and then sending them dead sticks hoping they can not successfully complete a chargeback against them. Again, DO NOT buy from this company.
Posted on April 19, 2015, updated May 23, 2015
I ordered three trees in early February, 2015, they have charged my credit card (a lot) for the trees, but no word and no sign of any trees. I wish I had read this site before I ordered! I am afraid I\'ll either get nothing or a stack of dead sticks!
On May 23rd, 2015, marshallb added the following:
My plants finally arrived a few weeks ago. i I had read all the negative comments, I made sure to have my planting area ready and plenty of very good potting soil to baby the bare roots. I met the delivery at the door, immediately opened the box and immediately planted the plants. The elderberry looked good, plenty of roots and some green sprouts. It's growing fine. The two maple trees, both "select" and costing $50 each, looked bad. Very little in the way of roots, no leaves showing, no buds looking healthy. I planted them anyway and one has leafed out some, but the top foot of the plant has no viable buds or leaves. The other maple was dead on arrival and has had no growth, no leaves, no buds swelling, nothing. I did the "scratch test" and it was dead when it got here. Based on all I read here, there's no point trying to get any money back and I don't want to waste my time with a second tree. I am like a lot of the other commenters - I've bought mail order plants and trees since the late 1960's and have never had such a negative experience. I order a lot of everything on line and have also not had a company charge my credit card MONTHS before shipping the merchandise - in fact, only one other time has any company charged me before shipping. Don't order from this company. I don't know if they are intentionally scamming people or if they are just totally incompetent, but they are a complete waste of time and money.
I ordered an olive tree in December 2014. Did not hear anything from Nature Hills until I wrote them after about 3 mts. They said that they would send it in April of 2015 due to adverse weather conditions. Meanwhile they charged my credit card for the full amount in December. I told them i live in Pennsylvania and intended to plant the tree in a pot so weather was not an issue for me. When April came i still did not hear from them or receive my tree. I told them to cancel the order and refund my purchase. After many calls to customer service. they finally gave me a refund after deducting 20 percent restocking fee. Restocking fee for something that was never pulled for shipment in the first place. These people are crooks. This company is a scam. Charge your credit card first and never intend to send any merchandise. You have to call many times to get a response and you will be lucky to get either your money back or the merchandise. Do Not Buy From These Scamers.
I received a 'bare root' American Sycamore tree...just 'today' 5/19/2015, as a mother's day gift from my daughter. She was as excited as I was when the box arrived. I understand that bare-root plants can look 'dead' when they arrive...I think most gardeners have planted the shriveled tubers and plucked the over wintered roses from storage....but honestly! This tree is about 6 feet tall and has NO tap roots and just a tiny amount of dried hairs connected to the main root system that was clipped off very short and now dried.
My daughter looked deflated and I told her we would take photos and I would call the company.
That wasn't easy. You do certainly get a round and round 'hold' time and they shuffle you off a bit. I hung up once and called a second time.
While on hold I read MANY BBB complaints about this company!
One of the greenhouse managers got on the phone and promised that this tree would leaf out in no more than 8 weeks. But if it DOESNT....I can call back and they will happily ship ANOTHER tree for MORE shipping charges because as she pointed out; we don't give refunds on shipping.
That's quite an angle considering they seem to be shipping a lot of 'dead-wood' ( ;
I stand 'warned' though...and unless by some miracle this tree springs to life....I will remain faithful in filing my own grievance against them, though as Ive already read...they stand by their policy that you can pretty continually pay shipping without any promise from them that you will get a tree that will survive.
How much will the sycamore end up costing if we get a winner? ) :
In the fall of 2012 I purchased a WHITE redbud. When it flowered in spring of 2013, the lone flower was pink not white. I contacted the company; they responded that I needed to submit a photo, but by the time they had responded to my email inquiry the flower had fallen off. So I waited as instructed until spring of 2014 and submitted my claim again. This time sending pictures, which the company responded were not close enough to be able to tell what tree I had but that I should have understood, according to their nursery manager, that the white redbud could have a mix of pink and white flowers. This was never discussed in the description when I purchased this tree!! So I waited again until this spring, resubmitted multiple photos documenting that there are indeed only pink flowers on the redbud. Again waiting several weeks to answer my inquiry, I was told that they did not have any white redbud in stock but MAYBE they would in the fall and MIGHT reship! Hum..... 3 years to resolve an issue that is clearly their fault in shipping the wrong tree??? My take on this situation: my purchase price should be refunded. Still waiting to hear their response to my suggestion.
On Apr 29, 2015, CowboysUrbanDaughter Omaha, NE wrote:
We ordered an crab apple for our front yard. "4 - 5 Feet Select Tree" More like selected from our trash bin!
Our tree arrives with a HUGE hole in the trunk where someone ripped off a lower branch. You can see clean into the hardwood in this tiny little trunk (only 1" in diameter, if that) AND it is infested on almost half the buds with aphids!!! The branches are not pruned (as they should be because they are growing into each other and rubbing.)
I immediately took pictures and sent them to the company. Their "Nursery Manager" received our photos and stated that "it appears the tear on the trunk should continue to heal and not affect the overall health of the tree. " (!) Half of the bark and live wood are gone which you can clearly see in the photo! How is a tree suppose to heal over that?
There was no comment about the aphid infestation.
I responded back with more pictures, giving even greater detail to the wound. NO response... as of yet
Even if they do refund our money or send a better tree, I'm not sure I can recommend them to anyone in good faith.
On Apr 21, 2015, artfuldodger83 Chicago, IL wrote:
I never should have clicked on the "agreeing to terms and conditions" clause when ordering. It was impossible to read! So when the completely unacceptable All-in-One Almond arrived, apparently I had no recourse except to kiss $61.90 goodbye. Apparently you can get another plant for half price (PLUS shipping) if the first one is unacceptable but we are in the middle of moving into a new place and I simply do not have the time to take another gamble on Nature Hills!!!
On Apr 20, 2015, aleksandr2013 Carson City, NV wrote:
Posted on July 14, 2014
This company is HORRIBLE! I was ripped off. I received two dead "sticks" that were supposed to be trees. I contacted them, they were hateful. Refused to refund my money, but offered that I pay half and shipping and they would send new trees! RIGHT!
If you look on Facebook you will find them and everything looks like they are a perfect company. It makes me sick because unsuspecting customers go to their Facebook page and then see all these great things about them that they wrote themselves and then right to their website and the people are all getting ripped off. It is so disgusting!!!!
How can we warn other people so they dont get ripped off too? Until something is said on Facebook about them, it is going to keep happening. I dont know about Twitter, but someone should check that out too. I only know about Facebook.
These trees were to honor my mother that passed away and my dog. They passed just a few days apart. It all sickens me.
These people are disgusting. You can also file a complaint on the Complaints Board. complaintsboard.com
I placed my order in February and everything was to ship the first of spring. I received 3 plants. When I called two weeks later to get an update I was told the remaining plants were ready to ship, just waiting on a shipping label. I waited another week and was told the same thing so at that point I asked to cancel... After numerous phone calls days later I asked when I should receive my refund and was told the plants were waiting on a label.. What a joke since days before I cancelled. It is now April 18 and not one representative has called or emailed. Nature Hills owes my family several hundreds of dollars and they can't even call or send an email. I would be very careful with doing business with Nature Hills. I expected much more from a Mid West company. BEWARE!
Posted on April 15, 2015, updated April 17, 2015
Posted on April 15, 2015, updated April 15, 2015
On 3/26/15 I ordered a cherry tree from this company(order # 100067382). On 3/27/15 they charged my Credit card $89.70. On 4/1 I e-mailed them requesting a delivery date. Pat H emailed me back saying the tree was ready to ship and I should expect an e-mail from FedEx with a tracking number any day now. On 4/8 I called again, and again I was given the runaround that it was ready to ship and to expect a FedEx e-mail soon. On 4/14 I called and requested to speak to a manager, or someone in charge of shipping to get a definite shipping date. They told me they could not do that, but they would contact that person and find out the shipping date and call me back. I asked to be called back that same day with a definite shipping date or I would cancel the order. Needless to say no one called that day or the next morning (today). So I called to find out a definite shipping date (which again they did not have), so I cancelled the order, and was told that the tree was in the shipping department, and the order could not be cancelled. I assume \\\"ready to ship\\\" meant the tree was in the shipping department, and that was on 4/1. When I do get the FedEx tracking number I will instruct them to return it to Nature Hills as I have cancelled the order. Let\\\'s see if it takes 6 months to get my money back. I will never do business with this company again. You should think twice before you do.
On April 15th, 2015, paddy1234 added the following:
OK, so my wife decides she can get more attention with honey, so she calls customer Service, and actually gets transferred to a \"supervisor\" Bonnie at extension 109. Leaves a message . Hours later leaves another message. Waits to hear from Bonnie. Nothing. Calls Customer service and speaks to Tera (sp?). Tera listens and says she will check again. Oh! she says you are in Zone 7, we start shipping to 7 on the 20th of April????
The following is the e-mail I received from Pat H on April 1. Seems they belong to the branch of customer service which allows them to say whatever they think they need to say to get you off the phone. BTW it is 3:30 and Bonnie has not called.
-------- Original Message --------
Subject: Re: Nature Hills.com Customer Service Contact
From: Pat H
Good Afternoon, You are in zone 7 typically with weather permitting shipping is late March which is now. You will receive a email when your order is shipped with a tracking as number for fed ex. I show your order is in ready to ship status. Be on the look out for a email any day with tracking number. It has been a pleasure to be of assistance to you. If you have any more questions or concerns please let us know.
Thank you for choosing Nature Hills Nursery
Thank you for choosing Nature Hills Nursery, the largest online nursery in the U.S.
Beware of these people.
I will update this post every day until \"Bonnie\" calls us back and my money is back in my account.
On April 17th, 2015, paddy1234 added the following:
This forum seems to be the best way to get the attention of the folks at Nature Hills. Twenty minutes after my second post, Bonnie called. She told me the story of “ships in the Spring of 2015”. How silly I was to look at a calendar and see Spring as occurring on a particular page of a calendar. Nature Hills’ definition of spring is when the ground temperature someplace in Ohio (where their growing fields are located) reaches a certain degree on the Celsius scale. When I explained that nowhere on their website was that definition of Spring expressed, and as referenced in the e-mail from her Customer Service person they did not know the definition either, she told me that that was their definition and the expected shipping date of that tree was “around” April 20th. I asked her if the 3 or 4 week delay was to give them time to buy bare root trees and put them in pots and let them grow roots till they could stand up in the pots by themselves. She protested ( a bit too much for my liking) Then asked, “Was there anything else I could help you with?” I told her the only thing she could do for me was to cancel my order and put the money back in my account as fast as they took it out. She put me on hold for a few seconds. It seems the waters parted in those few seconds. All things were now possible. Yes we will cancel your order, and yes we will credit your account with the full amount, but it usually takes 7 to 10 days. I am writing this add on to tell you that the credit cleared my bank yesterday (24 hours). So thank you Nature Hills.
On Jan 12, 2015, Elvis_A_Presley Grand Prairie, TX wrote:
Received a 4-5 ft tree early last winter, approximately six months after paying for it. Since it was dormant season nothing seemed outwardly wrong with it, however this past spring it failed to regenerate on all but two of the 14-15 branches, which also have since died back.
This plant was therefore defective when shipped, and the "guarantee" of a replacement at half price + shipping would simply amount to throwing away more money. It's not like I know nothing about growing trees either, being a degreed forester. No thanks Nature Hills, on your so-called "guarantee" and no more of my businees will be coming your way.
On Dec 30, 2014, primrosepath49 Chicago, IL wrote:
Their guarantee is worthless. And on top of that, the plants are not vigorous and have a high mortality rate. I bought an Ambrosia pomegranate last year and it died within a month. They wanted me to pay for shipping for a replacement and I wasn't willing to. To rub salt into the wound, I found a much cheaper and healthier and bigger pom elsewhere. I spent the money they wanted for ship fees at another nursery and got a better plant at a better price. I can't even imagine what they'd say if I tried to make them comply with their promise of offering the cheapest plants or they'll pay you if you find a better source.
On Dec 28, 2014, Ilex1888 STATEN ISLAND, NY wrote:
Posted on June 4, 2014, updated December 28, 2014
Posted on April 29, 2013, updated June 4, 2014
I've ordered plant material from many different mail order nurseries companies, large and small, throughout the country and have had very good experiences with all of them. The plants were exactly as decribed in their catalogs. The quality of the plants was excellent and the packaging as well.
Not the case with Nature Hills. The American holly ordered was far from perfect. The leafs were desiccated and beginning to brown. The plant 'root ball' was tied down in an oversized box with NO other packaging material. Even as bare root, the plant had no fine root structure and barely a tap root. As a grower of holly trees (and have purchased many by mail), I'm quite aware of how the plant would (and should look). The plant was 'gangly' and weak looking with no early structural pruning or shaping. I notified the company upon reciept of plant. I was told to do the 'scratch' test, which i did, despite it still being slightly green, i knew once planted out, the plant would stress further and fail. i even sent photos of the plant as i found it when i opened the package. I inquired about my replacement options. Was told I needed to wait 30 days before requesting a replacement. I was also reminded about the 'half price plus shipping' policy. The plant was bad from the start and really didnt want to start with such a poor quality plant. Ridiculous.
Needless to say I will NOT be ordering any more plants from this company and i urge others to do the same! There are many others companies worth doing business with.
On June 4th, 2014, Ilex1888 added the following:
Do not order from this company.
Still a negative review!
After I received credit from last years bad experience with them I reordered the same plant.
plant arrived with blackening leaves upon watering it, it continued to wilt and has subsquently died. I know from experience this holly will not 'resprout'. I placed the reorder in April, why they wait until plant leafs out before sending is beyond me.
This is the worse mail order company I've ever dealt with. I emailed my complaint to them. Lets see how long it takes for them to reply and for me to get a credit or some satisfaction.
Stay away for this company. Seeing all these comments makes you wonder how they stay in business.On Dec 28, 2014, Nature Hills Nursery responded with:
This is one of the worst internet companies I've ever used and I buy a LOT of stuff on the net. They would not let me find out the shipping date until after I had picked the plants and entered the credit card. (They had a field to check shipping date but it was non-functional). The plants were slated to ship 6 months later in the spring but they charged my card immediately. When I asked for immediate shipping they would not comply so I asked to cancel the charge. They agreed for and $18 FEE! OMG. Do they give you any of the pertinent info required BEFORE they get the Credit card number? Nope. I called my charge card company and put a complaint in about the charge. I will NEVER use them again.
Like many others my wife and I ordered a tree from Nature Hills this year. We live in Colorado and have had previous success with the pink dogwood tree at a previous home that we owned in the past.
We ordered a smaller pink dogwood tree in May of 2014 this spring. the tree arrived nicely, had a nice shape, and was even packaged and in good condition when it arrived.
Unfortunately they massacred the tree when the tree was dug as there was virtually no root system on the tree. We took digital photographs of the bare rooted tree and sent it off to them.
They assured us that it would root and grow just fine, and that we would need to wait six to eight weeks minimum, but not to worry, as a full replacement warranty would apply if the tree did not survive.
Well, guess what everyone, just like a lot of you, our tree did not even develop one leaf this season. It finally looked totally dead by late August. We even applied root stimulator to the planting periodically, but to no avail.
Now they tell us only a partial warranty will be honored, plus charges for shipping too, no less.
Our advise to all of you would be to source other suppliers if you can. We do not trust these people, and have no desire to order anything from them in the future. It appears too many people are experiencing the same thing that we did.
On Sep 18, 2014, carobel Scotts Corners, NY wrote:
I purchased two bareroot willow oak trees from Nature Hills
Nursery this spring (2014). They arrived bareroot and never came to life. I contacted the nursery after 30 days, 60 days,
and now it is 31/2 months.They assured me each time that there is a 1 year warranty.
I asked for my money back and was told that I did not read the terms and agreement. Apparently, I can replace them at half price.
I give this company a thumbs down, very negative.
On Sep 9, 2014, jlsando Owens Cross Roads, AL wrote:
My tree ordered this past spring arrived bare rooted and very dry. I followed all instructions listed but after 4 months have seen no signs of life in the way of leaves or even buds sprouting out. I called today to order my replacement and was told I had treated to tree wrongly and caused it to die. They did not have the tree to replace mine and told me to check back next year. I do not wish to wait a year to replace a hole in my landscaping and so asked for at least a partial refund to purchase elsewhere but was refused. Will never purchase from this company again and do not recommend Nature Hills Nursery to anyone else.
On Dec. 14, 2013 I placed an online order for 5 Tulip Poplar Trees from Nature Hill Nursery to be shipped in the spring of 2014. I was surprised when my Discover Card was immediately charged $232.23, the total price of the 5 trees, even though they wouldn't be shipped for 4 months. On April 18, 2014 the trees arrived in a dormant state and were planted and cared for as per Nature Hill Nursery instructions. Two months later, in mid June, none of the trees showed any signs of life, so Nature Hill Nursery was contacted and they said to scrape the bark on the trunk of each tree to verify that they were dead. All 5 trees were confirmed to be dead. Nature Hill Nursery was recontacted and stated that they would take 50% off for 5 replacement tree and that nothing else would be done if there was a problem with the replacement trees. At that point, I would be out approximately $350 with nothing to show for it. There is no way I would take a chance on spending more money for trees from them after none of the original trees survived. I then searched the internet to see if anyone else had problems with Nature Hill Nursery and came across Dave's Garden website. I was shocked to find out that scores of other people had similar problems with Nature Hills Nursery and that some had even filed complaints with BBB, Federal Trade Commission, Nebraska State's Attorney, and US Attorney General's office. After reading the complaints, I am convinced that the 5 trees Nature Hills Nursery sent me were dead or dying when I got them and had no chance of survival.
On Sep 2, 2014, tammymarieb York Springs, PA wrote:
DO NOT BUY FROM THIS COMPANY!!!! In late May 2014, I ordered two bare root Honey Babe peach trees. Neither tree leafed out. Nothing. I'm not new to bare root plants and trees and this is the first time I've experienced this problem. I called in July and was told to call back in September for replacements. I called today and was told that I need to pay 50% of the price to have the trees replaced. That's right, I paid $130.00 for two trees that never leafed out, and I need to pay another $50.00 plus shipping. It's not like the trees survived for a month or so and then crapped out. And like other reviewers said, they don't care, they just keep reciting their replacement policy.
I'll also be filing a complaint with the BBB. This is BS!
DO NOT buy plants from this company. 3 out of 5 trees we ordered arrived dead. The company does not care. When we complained to them, they quoted their "replacement policy," by which they would sell us replacements at half the current price. If the replacements failed to grow, there would be no further recourse. When we declined this "offer" and told them they were losing a customer, they did not care. So we have spent $130 for 3 dead twigs. And these "twigs" were sold to us as "5 to 6 foot select trees." We repeat, DO NOT do business with these people!!!
I ordered a "Magic Butterfly Bush" which the website showed as having three different colored flowers. I could have bought a butterfly bush locally at a much cheaper price, but I was enthralled by the novelty of this bush. My landscaper had never heard of a tri-colored butterfly bush. And now I understand why.
The bush came and I planted it. It is now mid-summer and the third color flower is yet to appear. I am suspecting there is no such thing as a tri-colored butterfly bush. If there was, why would they not have sent it to me, since I ordered and paid for it?
Placed an order for 3 viburnums Spring 2014. Called after a long delay and was told that the plant manager had declared a loss of the stock because of unusually harsh winter. I told the representative very clearly I was understanding her to say that Nature Hills *could not* fill the order anytime in the coming season and she confirmed that and said NH would credit the charge to my credit card. When I got my statement, I had been charged a 10% order cancellation fee, despite the fact that the cancellation occurred because NH didn't have viable stock to fill the order. When I called Customer Service, the representative was extremely rude and unprofessional--it was almost impossible to get her to listen to me. I could pursue a refund of the falsely made cancellation charge through VISA, but it's not worth it for the small sums involved. But I will pass on to others this warning that Nature Hills cares NOTHING about decent customer service and indeed is not above playing false with its customers. Do yourself a favor and find another source for nursery stock.
On Jul 8, 2014, RippedOffTwice Bettendorf, IA wrote:
Absolutely do NOT buy from this company. They send dead and dying trees. We ordered a cherry and it died within two weeks of planting it. We have a small orchard, so this was not our first tree. This company did replace it, at a cost to me (half price and shipping) and the next tree died after 3 weeks. Then they refused to replace it or refund my money. I spent a combined total of $100 for two dead trees.
On Jun 21, 2014, treehugger27 East Liverpool, OH wrote:
I am very displeased with my experience with Nature Hill's Nursery. They were quick to charge my credit card and slow to send the tree I ordered. I cancelled my order after 3 weeks. I had called several times and was always told the order was "in process". When it came to issuing my refund, they were very slow and charged a cancellation fee of $10.
On Jun 16, 2014, CAAinBaltimore Baltimore, MD wrote:
I have been ordering plants on-line since 1997. I am a very frequent on-line shopper for every possible item sold at retail. I have never felt the need to post feedback especially negative feedback. I sincerely regret not looking up Nature Hill Nursery's reviews before ordering.
I have requested they cancel my order and refund my payment. They have done nothing. Absolutely nothing. Which is exactly what I have received from them. Nothing. Absolutely nothing.
I will never order anything from them again and I will discourage anyone I know from doing business with this company.
When making my first and only purchase, I tried calling the contact number to ask a question about delivery, and got the "after-hours" message twice even though it was clearly mid-day in their time zone. I went ahead with the online purchase anyway, to my regret.
I have two trees that did not survive, and emailed 4 days ago to ask about replacement options (their guarantees are not very good - apparently just a discount from current prices for replacements).
Nature Hills Nursery is the worst company I have ever dealt with! I filed a complaint with BBB, Federal Trade Commission, Nebraska State's Attorney, and US Attorney General, besides posting on every site consumer site I can find.
Ordered trees in early October for Fall delivery. Waited and waited, called to cancel in late November. Sales person talked me in to not cancelling. Waited a couple of weeks, still no trees, but we did get freezing temps and significant snowfall. Called the 2nd time to adamantly cancel order. All was good (or so I thought) until April 17th when package of trees arrived at doorstep. My husband thought I ordered something, and I thought he ordered something, so neither of us looked at the box until several days later. I called NHN on the weekend but no one answered. I called the next Monday or Tuesday to tell them I didn't want the trees - I had cancelled. They said I hadn't cancelled, that the girl said I decided not to cancel. What I didn't realize (and maybe should have), was that our charge card had been charged on the day I ordered the trees (oops, I guess I didn't see that charge). Because I didn't see they charged me, there was no reason to look for a credit when I cancelled in early December. After some not so nice exchanges between me and customer service over receiving an order I cancelled, NH told me to refuse the shipment. I called FedEx and was told they would pick up package next day, which it was picked up as promised. I waited 2 weeks and still no refund from NH. I called them to inquire about refund; they told me they never received the return. After investigation, now FedEx says they don't show they picked up the package. ISSUES: 1) charging credit card in October for items that didn't arrive until April ??? (that they really should have never had shipped to me since I cancelled in early December) 2) not accepting my cancel as a cancel (someone needs to learn to listen and follow customer instructions 3) they are "borrowing" customer monies interest free while the customer may be paying interest on a credit card balance and for which they don’t have the merchandise 4) CSR suggested to BBB that I lied and trees are planted in my yard (really raised my blood pressure) 5) they are slow to respond - even their response to BBB was after the due date set by BBB 6) they seem to have an answer to all complaints by stating the customer "agreed" to their terms 7) there are enough similar on line complaints to see a pattern 8) Although I didn’t open the box, I had ordered 5 trees (I believe all were to be between 4 – 6 feet tall) which came in a box that was no more than 6” x 6” x maybe 6 ft long and you could tell there was plenty of room in the box because you could hear/feel the trees move freely about – indicates that the trees were more like sticks and less like trees. This company needs to be reported by all who have had issues with them. Their terms allow them to charge your credit card at time of order; but they don’t have to ship for months after the sale (shipping is by season), so by the time you receive items you may have lost all opportunity to dispute the charge with your credit card company. Dubious business practices. . . Dates are approximate.
Nature Hills -Sucks.com -- 8 -Trees ordered - came in late. Two Red Oaks and One Sugar Maple did not make it. When I called and told them they said they would replace at half price, of the current price. Their half price was about 20% more than I could buy local, plus added shipping. Buy local and get a 100% replacement if tree dies within one year.
I ask if they could send one tree in place of the three. No way. They don't care about anything except the All Mighty Buck.
I feel I made a BIG MISTAKE when I ordered from these people, wish I had checked them out first.
On Jun 9, 2014, lincon1058 Stow, OH (Zone 6a) wrote:
I received several trees from Nature Hills on November 28th, 2013. As I just wanted to get them into the ground I did not check the tags.
This Spring as I was checking the trees, I noticed that they sent to me an Aristocrat Pear instead of the Cleveland Pear I ordered. The Cleveland Pear fits better in the location that I planted. I called April 28th and talked with Sabrina. She said to email a picture of the tag. I did that on April 28th. I assumed they would send to me the correct tree since this was not my mistake and since I paid more for the Cleveland Pear.
I have not heard from them. When I call I am put on hold. I have saved all my emails to show all my correspondence. I specifically asked to be sent the correct tree this Spring and not in the late Fall to Winter.
I am so upset. I do a large amount of internet ordering for all my plants and have never, never been treated in this manner. I do NOT recommend them. They have an excuse for everything they do wrong. It is never their fault, always the customer's fault. Learned my lesson on this company!
Ordered 4 trees 9/23/2013, they delivered one tree, said would deliver rest of 3 in FALL. Nothing happened well into the fall, called them TWICE(wanted to make sure they DO get it!) to cancel the order since snow already covered the ground. They agreed to cancel it, but DELIVERED anyway. The temperature was 20 degree under zero when trees were delivered, send the trees back was not option at all, had to dig holes in the snow - AWFUL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Now as of 6/9/2014, no leaf, nothing happens to 2 tulip polar trees, they ARE DEAD trees! called them, no stock, have to wait until FALL(again?) for replacement - I am losing the whole season! Ask for something else, have to pay half of cost + shipping - NO full credit for DEAD TREES, what a joke this company!!! The trees were so small, the price was so high, when you see the trees you would laugh!!!! CHECK reviews before you do anything with this company!!!
Customer service SO BAD!!! DO NOT BUY ANYTHING FROM NATUREHILLS!!!!
Client ordered 6 Nellie Stevens Holly trees. They arrived with a white powdery substance on the leaves. We immediately called Nature Hills and they said it was a product to aid in the shipment of the plants. -- It would later wash off. I planted them, watered them and waited for the substance to wash off -- it didn't. Called Nature Hills back several weeks later, saying that the leaves looked cloudy and the substance was still attached.
Their response, "Wipe off the leaves." I said, "What, thousands of individual leaves?" They assured me that it would come off. This was in early fall. This spring, the trees were dying and didn't look well. Again, called Nature Hills and they would be glad to replace plants at 50% of the cost? I said, "Why would we pay another penny just to receive more dead plants?"
Called again to complain -- emailed -- they said a "manager" would handle the case -- no one called back. I got an email recently that said that the spots were "water spots--that why did I wait so long to notify them."
I told them that the first thing we did when the plants arrived was to take pictures and call them about the powdery substance and it was supposedly a shipping aid for the plant.
They have alternating theories of our conversations based on who is answering the phones. Nature Hills Sucks. They are liars and cheats. The evidence is clear.
I suggest to everyone who has worked with Nature Hills to tweet, blog, post and facebook their experiences with this company -- who by the way has a nearly 50% negative rating with this board. The only way we as individual customers is to bond together and shame these unscrupulous companies into bankruptcy.
I'm convinced that when it comes to buying plants, trees, etc. to do it locally and with a nearby company that honors their warranty and business ethics.
On Jun 5, 2014, Nature Hills Nursery responded with:
Dear Mr. Fox AND Ms. Joan Bardossi,
As the representatives explained, the white film is strictly cosmetic and does occur on our broadleaf evergreens from overhead watering and the spray we use at our nursery to protect our plants.
The Nellie Stevens Hollies didn't thrive because they were planted outside their zone.
Ms. Bardossi is located in a zone 5, the Nellie Stevens growing zones are 6-9.
This, especially combined with a very harsh winter, would be the reason they didn't make it through the winter.
I see from the IP Address attached to the order that this was not placed with one our plant specialists. They could have recommended something more cold hardy.
Our Terms clearly state that we will not warranty plants ordered and planted outside their zone.
However, if Ms. Bardossi would like to sub something more appropriate for her zone of comparable value and use her warranty she is welcome to call us.