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|On May 17, 2016, connoisseur Indianapolis, IN wrote:
On an order of peonies, none of them were true to name. Like ordering from a grab bag. Customer Service is rude and will only give credits on erratic plants--meaning that you have to pay new shipping charge and reach into the grab bag again.
|On Jul 18, 2015, pat236 Stone Mountain, GA wrote:
Shame on you Gilbert H Wild....I ordered a few daylilies from GHW last season and most of them did not bloom. i received a merchandise credit, which I used to order Carolina Pansy Face daylily. The credit covered the cost of the plant and I had to pay the shipping which was eight dollars. The plant came within a few days along with a bonus daylily...Rosey Returns. The bonus plant was dead and the Carolina Pansy Face was half dead....about five leaves and two were yellow.
|On Apr 24, 2015, MommaCat88 Minneapolis, MN wrote:
Posted on February 5, 2014, updated April 24, 2015
On April 24th, 2015, MommaCat88 changed the rating from positive to negative and added the following:
I was shipped replacements for plants that had been mislabeled a previous season. The owner seemed to want to make things right. The replacements that I received were very small, but two bloomed the first year. They were both the same color, small reds. I hadn't ordered any small reds.
If I was the owner, knowing that I was trying to make things right with a customer that had posted a "give this guy a second chance" review, I sure as heck would have gone to that field myself and made sure the correct varieties were shipped.
I guess if you don't really care what varieties you get, this company is a good deal. If you really want what you order, look elsewhere.
|On Jun 10, 2014, Aniela Garland, ME wrote:
This is sad. Something bad has happened to a place which we really liked. We have ordered in the past from Gilbert H. Wild and were pleased at the product and service. Plants were beautiful and large and healthy. Because of such fine service, we expected at least decent service this time.
|On May 13, 2014, InsaniD Columbia, MO wrote:
Posted on May 12, 2014, updated May 13, 2014
On May 12th, 2014, InsaniD added the following:
It has been about 2 hours since I originally posted this review.
I must add to it, now.
In my previous emails to this company I had very simply and politely explained my issue and made no demands; I left it open for them to reply as they would - I generally find that approach works well. I was sent back an email saying "We have given you a credit".
Now, I had not thoroughly read their policies, etc, I had only skimmed them, so did not notice the refund policy beyond the fact that they had one - my bad, I will admit that. However, as I've dealt with several online outfits in the past, and the policy pretty much across the board has been refund or replacement (and NO, they didn't want their plants back! At most a photo was enough, and several places just take your word for it. (See this companies replies to negative comments if this confuses you - look for a reference to JC Penny's).
So I assumed that the credit was back to my Paypal account, from which I made the purchase. But when I noticed that no refund had been issued, I sent a polite email asking what was up. I was told it was "on account for the next time you order". That is sort of assuming I plan to order again, isn't it? I replied and said I didn't think it likely I would be ordering from them in the future (I'm not into particularly into hostas, lilies or peonies, which they do have a great selection of, and they do not have a great number of perennial selections, which I do like) and since I thought the plants were too small for the price, as well, I wasn't planning to order from them again. I closed with a "Thank you, anyway."
But I waited an hour before posting a review, to see if I would get any sort of reply to my last email (they do answer emails quite quickly). I did not get a reply, so I came here and posted my overall review.
However, within an hour of this review being posted, the company called the home phone, and left a message for me to call them. I was not really thinking of returning the call; I had moved on already. I purchased, I received, I communicated, and I reviewed. This experience was over with, to my mind.
Then, just a little while after getting the call, I get a Paypal notification. The company refunded the entire amount of my purchase. All of it. Every red cent. Including the shipping.
Now, however strange this might sound, this does not make me feel any better about the whole experience at all. I'm not one to look for a way to take advantage of others or feel like I may have done so. But I also want to feel like I got what I paid for, and if I do not, I want to be treated fairly and come to an agreement that both parties can be comfortable with. This response was unreasonable and sort of insulting. All or nothing? Really? How does that make sense from a business view point? If they had simply issued a true refund, even a partial refund for the tiny grass or butterfly weed to make good on their ridiculously tiny size), I would have been satisfied. In fact, in my original email to them, I opened with, "Hello. I received my box of plants today, and overall I am pleased."
If they had simply issued the "credit" to my Paypal they would have only suffered an $8 loss; instead, they've chosen to take a $44 loss. Had they refunded the $8 in the first place, they would also have gotten a better rating from me, and while the review would have read the same, I could have instead said something positive, like, "Gave a refund on the plants I was unhappy with."
A case of way too much, a little too late.
So now I don't know how to feel or what to think. Except that I will not be doing business with them again...
On May 13th, 2014, InsaniD added the following:
The only thing this person has said that was true is that they have refunded my purchase price in full. And that I reviewed after the process was complete. Not going to leave a review the day or even week I get my plants, unless the service and plants were just that good. And it was not and these were not. See original review, etc.
I will GLADLY forward the string of email to whomever would like it (DMAIL Me) so they can see that other than offering the In Store Credit, I was NEVER even offered the option to return plants (though I would have sent them back on THEIR dime - not going to throw my good money after bad, you know? That is the suckers route. And they won't pay to have them returned anyway (they know people won't go for that, so they save a lot of money in unfulfilled credit, lol). I know of NO company that asks for plants back. Bluestone, Santa Rosa, David Austin, Spring Hill - all companies that COMPLETELY stand by their product and don't ask for anything but Maybe a PHOTO of the damaged plants, and they talk to you to try to figure out what went wrong. These guys didn't "try to work with me", trust me, they just want to make themselves look good by bad-mouthing me, as they do to every negative comment that has been left. According to them, their poop DOES NOT stink - but the unhappy customer's does...And this company has said in other comments that if you were to purchase something from Sears, or JC Penny's, and you didn't like it, you would be expected to return it for a refund. This is true. But what they seem to forget is that THESE COMPANIES ISSUE RETURN SLIPS SO SHIPPING BACK DOESN'T COST THE CUSTOMER ANY MORE MONEY. Or you can simply walk into any storefront and return it. If Wildes wants to issue me a return slip, I will happily put the plants in a box and ship them back. But as I said, I'm not going to spend $10 to get $8 back. That is just craziness.
And I love the "claims" of customer satisfaction, lol. You can spout any number you want, but the proof is in the pudding, as they say. 1 person in 5 (25%) of people who left reviews here on Dave's were UNSATISFIED.
GET THAT? TWENTY FIVE Percent HATE Your Company. Now add in the NEUTRALS and you get 35%. Which is ONE IN THREE who probably wouldn't waste their money buying from you again.
But that is the point, right? You won't have to make good on all those "credits" with your ridiculous "return" policy. The kind of policy shysters use.
Numbers don't lie. But this company does. For shame, to invoke God's name whilst LYING.
On May 13, 2014, Gilbert H. Wild and Son responded with:
"On May 13, 2014 3:55 AM, Gilbert H. Wild and Son responded with:
Well we really tried this spring to make it without one negative, we have shipped 8,847 packages thru this morning without one negative, until yesterday. We tried to work with Dea as well. We did exactly what the 1 year guarantee said we would do, We offered her a full refund on any plant that she did not like if it was returned or in store credit for any plant she did not like but was not willing to return. We changed our guarantee because of recommendations from Dave's Gardens fans, and it really hard to give some one all of their money back if they want to keep the plant. So we gave a in store credit. She posted the negative when she discovered we gave her an in store credit, not when she got the plants or after she planted them, WE HAVE NOW RETURNED HER MONEY IN FULL VIA PAYPAL. We appreciate Dave's Gardens Fans, and we work very had to please all of our customers, who else post the owner direct line number (417) 548-3517 Good Gardening and God's Blessings! Greg Jones Owner 1out of 8847, if this was baseball we be great....but I lose sleep over complaints like this!"
|On Feb 8, 2014, lyph Ithaca, NY (Zone 5a) wrote:
I was absolutely astonished to open an email from this company today, and find an advertisement for a pyramid scheme beauty product, endorsed by the owner and sold by a family member! I immediately 'unsubscribed', and will not consider ordering from this company again. I have enough problem protecting myself from unwanted computer spam to allow it in via an established gardening supplier who has my contact information.
On Feb 8, 2014, Gilbert H. Wild and Son responded with:
"On Feb 8, 2014 3:54 PM, Gilbert H. Wild and Son responded with:
We are so sorry that you feel this way. I just wanted to help my daughter start in a product we believe in, as we are very family oriented. I thought my customers would appreciate learning about this new product. "
|On Oct 11, 2013, kaybee3 Richardson, TX wrote:
The owner of my local garden center recommended buying hosta from the "Wilds of Missouri". He said he had received gorgeous plants from them - very full and lush. So, I went home and did a search for "Wilds of Missouri", which defaulted to GH Wild and Son. I had bought from them previously several years ago and the results had been mixed, so I decided to go ahead and try them. Besides, they had a sale! So, I ordered 18 hosta all together.
|On Jul 29, 2013, annamd11 Henrico, VA wrote:
Gilbert H Wild has very nice packaging but I didn't receive what I had ordered. I ordered the Pretty in Pink daylily and it appeared as completely peach with no ring. Prairie Blue Eyes was gorgeous in the catalog but very skimpy once start growing. San Ignacio did not bloom but I'll wait nxt year to see what happens and Joan Senior has just died to the ground. Oh and I was floored to see that the Akitva Oriental Lilies were dark maroon Stargazers instead. What a big disappointment!! I also ordered the Karley Rose Grass which I started in a pot
On Jul 29, 2013, Gilbert H. Wild and Son responded with:
"On Jul 30, 2013 5:28 AM, Gilbert H. Wild and Son responded with:
Please call us, as you have posted this without trying to work this out with and we don't know who you are. We like to work with our customer but we can't when you just post negative comments without trying to contact us to work things out. We have check our data base to find out who you are but have had no orders from Henrico, VA in the last two years. So when were these plants order and why don't you just call us? We hate when our customers are disappointed. 1.888.449.4537 or Greg Jones Owner 1.417.548.3517 or email@example.com
On Aug 26, 2013 10:09 AM, Gilbert H. Wild and Son added:
We have left this posting asking the customer to contact us and have sent a private e-mail to them via Dave's gardens but have heard no reply. I am willing and wanting to help. Please contact me. "
|On Jul 22, 2012, sunnysunflowers Twinsburg, OH wrote:
Posted on July 13, 2012, updated July 22, 2012
On July 13th, 2012, sunnysunflowers added the following:
My GOODNESS…!! Get over yourself, Mr. Jones!! Your tirades do not intimidate me!
You DO realize that people are reading your responses to the many customer complaints and taking note of how you handle yourself in regards to a customer-service complaint situation, (which doesn’t look too good, at this point). :-(
From reading each and every neutral/negative review for your company, I don’t get the impression that there is one customer who did not have a legitimate complaint. I’ve noticed most complaints seem to have a commonality.
Customers do not leave a neutral or negative review just for the sake of complaining. Maybe Missouri Attorney General Chris Koster would be interested in evaluating your business practices.
All that customers want for their hard-earned money is affordable, healthy, properly labeled, plants and MOST OF ALL, polite customer service!!
When we receive less than that, we are entitled to leave truthful feedback.
I can understand requiring a customer to pay the cost of return, IF THEY CHANGE THEIR MIND ABOUT AN ITEM THAT IS IN GOOD CONDITION, but it is an unethical (or at least a disgraceful) business practice to make a customer pay for return shipping on a DEFECTIVE item. (Perhaps your company gets a lot of complaints/returns and you can’t afford to pay for all the return shipping)??
POLITE customer service goes a long way, Mr. Jones. It builds confidence in customers!!! No one should have to tell you that.
It is so unbecoming of an owner to have a condescending attitude toward those who have a legitimate complaint.
Why don’t you just send properly labeled HEALTHY plants, right from the start? Problem solved.
In return, your customers will be happy to leave a positive review and be satisfied, repeat customers year-after-year.
STOP WHINING AND BLAMING YOUR CUSTOMERS!! It is so unbecoming and unprofessional…!!
Instead, take this opportunity to listen to customer complaints and learn how to improve the quality of what you sell and ESPECIALLY improve your customer service attitude.
Your tirades NEVER hurt your customers, Mr. Jones, they only hurt YOU.
As of July 13, 2012, I have not received my replacement daylily. Mr. Jones did NOT send a replacement plant, as he said he did. True to form, he never intended to send one. However, I will leave a revised review, if and when I receive an acceptable replacement.
On July 22nd, 2012, sunnysunflowers added the following:
On July 19, 2012 I received a replacement 'BURGUNDY LOVE' daylily and a bonus.
We shall see if it survives and blooms true to its name.
On Jul 22, 2012, Gilbert H. Wild and Son responded with:
"On Jul 3, 2012 6:06 AM, Gilbert H. Wild and Son responded with:
Our guarantee states 30 days after reciept NOT order date!
|On Mar 29, 2012, FredaSago Desloge, MO wrote:
Unfortunately, I am having to rescend a positive feedback from a couple of years ago. I have ordered from Gilbert Wild for 4 years now...2009 & 2010 the plants were great, 2011 was so-so, but it was a lousy spring, today I received my 2012 order of 9 plants and it was very, very dissapointing. Several fans were tiny, some were sickly and a couple I did not received double fans of which I paid $10/$12. I live in Missouri as well, even farther north than they are located and with the wonderful spring we are experiencing, I know how the daylilies are growing...there is no excuse for such poor fans. I have already thrown away larger fans than they sent me. Sorry to say, I won't be back.
On Mar 29, 2012, Gilbert H. Wild and Son responded with:
"On Mar 29, 2012 10:29 AM, Gilbert H. Wild and Son responded with:
I sure wish customers would contact us when they have a problem. We sure try to work with them when we make mistakes, so glad that they never make any! We try to make all customer happy, but that's not possible when they don't tell us...and just want to offer bad postings! To me I rather get the problem worked out! There is only two of us in the office and Freda did not contac either of us! Greg Jones. "
|On Mar 6, 2012, alfwright Zionville, NC wrote:
The customer service could care less. I order 10 Coral Charm Peonies and they sent them the week I said not to. I was here when they arrived but the 2-4 eye peonies could only qualify as 1 eye by any standards. Small- with 6 inch sprouts so of course I could see all the eyes. I'm a grower.
On Mar 6, 2012, Gilbert H. Wild and Son responded with:
"On Mar 8, 2012 7:13 AM, Gilbert H. Wild and Son responded with:
I am not sure this is fair! Ms. Wright placed this order on 2/10/2012. We send an acknowledgement on 02/13/2012 and stated we would ship in early to mid March. We shipped on 3/1 and delivered on 3/3, The copy and the acknowledgement says we ship 2-4 eye. When she call to complain she said they were 1 and 1/2 eyes, any grower would tell you there is no such thing as a 1/2 eye!
|On Jul 27, 2011, veryveryupset Keller, TX wrote:
I don't usually leave reveiws on companies but I just have to on this one. These people have the worst customer service I have ever experienced. I have been lied to three times by this company. The pants arrived late and in poor condition--very poor. I planted them to see if they'd make it and called the company to let them know. They person I talked to could not have cared less. I also mentioned that they had not sent two of the plants I ordered. She said they don't have the peonies anymore even though it was a new catalog. I said I wish you'd told me that when I placed the order and she said she would have if I'd actually ordered them. The next catalog I received still offered peonies for sale even though they'd been 'out for a long time.' I called back within two weeks to let them know half of the plants they sent had died. She said it would take a month to credit my charge card back. Two month laters, I called because I still had not received my refund. She said I obviously don't listen very well because they never return money, only give you a credit to use on more plants and the credit was only for $15 instead of for half of the plants that died.
|On May 30, 2011, chocolatmorgan Gansevoort, NY wrote:
Wrong variety sent, followed by unfriendly customer service. My Grandmother in the past ordered "Raspberry Sundae" peony, after anxiously waiting for it to bloom, it was a plain white. I ordered two seasons ago, a large oriental lily order and an individual blue and white bicolor - white capped waves - iris. Last year it did not bloom but this year I anxiously waited to see it, as the healthy blooms were huge - but today I find out its a solid purple/red tint. Not even close, and the white capped waves tag is still wrapped around the rhizhome so I am positive they were wrong once again. I called, and the woman said I need to call the first year, (how would I know, it didn't bloom) and she said it should have, as if it my fault. I have huge gorgeous iris gardens, obviously I know how to plant them, and if a rhizhome is not large enough they don't even bloom so for her to act like it was my fault for not letting them know last year. It bloomed healthily this year, so I know how to grow them, but nevertheless, its the wrong color, I did not care to buy another purple variety. She was professional enough to give a credit of 3.50 , even though it would be fair to send me what I wanted (she said they are sold out). I need to spend $60 as of now to avoid shipping, and considering I will get whatever they send, verses what I want, why bother. Shipping on one rhizhome isn't worth it. I wanted to share my experience so others know, not to count on receiving what you want you order, and if the small root/rhizhome doesn't bloom (its our fault).
|On Apr 19, 2011, missionfancy Ames, IA wrote:
I have ordered many times from Gilbert Wild over the last several years. I have usually been very satisfied with the plants I've received. My experience with their customer service folks today changed all that. I wanted to cancel an order and had to listen to the rep whine about how she would have to pay a fee, if I canceled my order now. She simply would not do as I asked. I will never order from GW&S again. Good plants are a plus, but to me customer service is the jewel in the crown of any company.
On Apr 19, 2011, Gilbert H. Wild and Son responded with:
"On Apr 20, 2011 6:08 AM, Gilbert H. Wild and Son responded with:
Gilbert H Wild and Son has been growing plants for 126 years and works hard to provide the best for our customers. Since Dave's Gardens has become a trial of public opinion, we will respond.
|On Mar 17, 2011, housecalls Newark, DE wrote:
Posted on March 16, 2011, updated March 17, 2011
On March 17th, 2011, housecalls added the following:
March 17, 2011: Mr Greg Jones, owner/president called me twice while I was out for a doctor's appointment and left two irritated messages stating he wanted to work things out, and that if I didn't call him back soon he wouldn't be able to work things out. I called him back around 1P.M. EDT. He agreed to take $10 off my order if I re-submitted it. He characterized my previous remarks as unpleasant. Nothing was offered in the way of a promise that customer service would improve. Hope the plants arrive in satisfactory condition; otherwise he will hear from me again. I will not tolerate this kind of treatment when it's MY MONEY! He and his company get the benefit of the doubt this time, but we shall see!
On Mar 17, 2011, Gilbert H. Wild and Son responded with:
"On Mar 17, 2011 7:21 AM, Gilbert H. Wild and Son responded with:
Complaints don't "happen all the time" as Mr Lorenz has suggested. I have called him and he has not returned my calls. I would like to work out this issue with him as we will do with any of our customers. We did mess up in not putting an expiration date on a promotion. We did mess up and have corrected that. We work hard to please all of our customer and prefer to work with each one. I am normally available 5 AM to 4 PM daily at 417.548.3517 which is my direct number, but I was in St Louis this weekend as my first grandson was born and I thought that was a priority. Please notice that we shipped 26,000 order last year and had 6 customer complain..which I called and tried to work out with each customer. Greg Jones Owner of GH Wilds since 1991. "
|On Aug 16, 2010, tink3472 (Michele) Cantonment, FL (Zone 8b) wrote:
When I ordered from this company I expected "#1 Grade, Blooming Size Plants" as stated in their catalog. I know I ordered the season ending clearance daylilies, but would expect that they would be as stated. Out of the 10 I ordered only 1 was a descent size plant. The rest were very small. One had two fans that when put together they didn't even make one good sized fan. I seriously doubt any will bloom next year. I am extremely disappointed in this company. I did not call to complain as I have read the negative complaints on here and see that the customer service is terrible and it's hard to get anywhere with them. I WILL NOT order from them again.
|On Aug 14, 2010, nanajane007 Conesville, OH wrote:
I have ordered from GW&son several times. The daylilies have been on the small side, but healthy enough.
|On Jul 12, 2010, missaniss Candler, NC wrote:
Posted on April 29, 2010, updated July 12, 2010
On July 12th, 2010, missaniss changed the rating from positive to negative and added the following:
Along with the hosta's I ordered I also ordered several oriental lilies(Fall of '09). In total 29 lilies only 5 sprouted puny stems this summer. Emailed the company about the problems I was having and got a reply asking me to dig them up and to tell them what they looked like. I've never been told to dig up plants before to get a replacement from any other company I've bought from in the past and I've been gardening and ordering online for several years now. So I already knew they were going to be difficult to deal with.
I dug the bulbs up and found the basal plate rotting and scales falling off in my hands. I emailed them what I had found and they automatically assumed I overwatered them and that the area was too moist. They were planted in a raised bed therefore drainage is not a problem. I would also like to add that other bulbs I purchased online and planted 2 feet away in the same bed grew just fine.
Several problems can cause lilies to rot and not grow. Some are the gardener's fault and sometimes they aren't. They decided to issue me a $10 credit on an additional order for my $35 in lilies. I won't use the credit cause I feel that in some way the bulbs I recieved were diseased since others I planted thrived.
Despite my success with the Handful of Hosta's I ordered from them I will NEVER order from them again. I was also reminded of their guarantee in the reply email says that they only have a 30 day guarantee. My fault for not noticing that before I ordered. These lilies were planted in the fall for a following summer bloom. The guarantee is completely expired before you can even tell how they will grow the following year. 30 day guarantee???? How stupid!! Buyer Beware when ordering fall plantings!!
So I changed my rating from Positive to Negative because of them automatically assuming the problem was my fault and for their 30 day guarantee policy. Most other companies offer a year warranty or lifetime warranty. I mean come on even Lowe's has a 1 year guarantee. So my bad for not seeing that before I ordered cause I wouldn't have ordered.
|On Jun 19, 2010, curlyjoe1967 Marshfield, WI wrote:
I placed a large order (myself and two of my coworkers) around the second week of May. I was told that the order would ship out the next week. I waited two weeks and nothing came, so I called the company and they said that the order was sent to Ohio. I live in Wisconsin. My address is Cty. Tr. ***. They said when they use that address, the computer shows Ohio. So, we tried Cty Hwy. ***. That one was OK. I don't know what difference it made anyways. I repeated to them several times that I live in Wisconsin. It can't be that hard to type WISCONSIN into their computer. Anyways, they said that the order was being sent back to them and that I would get another shipment. So, I waited another two weeks and nothing. So I called again. I was told that they got us a whole new order and that everthing was still in stock and it was scheduled to be delivered on Friday. Nothing came. So, I called them on Monday and was told that the shipment was sent to Ohio again. The girl said it was my fault. I gave them the wrong address. How could I give them the wrong address? I've lived in Wisconsin my whole life. Then it was Fed Ex fault. They had the wrong zip code. BLAH BLAH BLAH. So finally she said that she would send out a third order and this would be the last one because, Did I have any idea how much money this was costing them. I was really mad by this time. That woman was the rudest B*@##@ that I have ever spoken to on the phone. The next day I called Fed Ex to see what they had to say. They were given the wrong zip code from GHW. I asked if I could straighten this out with them. They said no, that I had to go through GHW. So, I called GHW back and asked them to repeat my zip code back to me and they had the wrong one. By this time I was BEYOND MAD, so I cancelled. Not that I would have gotten the third order any ways. God only knows where that one would have ended up. Screwing up once is acceptable. But, twice! And to be so rude about it, to blame it on everyone else but themselves. They have lost a lot of customers with this incident.
|On Jun 9, 2010, pgrh2010 Souris,
Posted on May 27, 2010, updated June 9, 2010
On June 9th, 2010, pgrh2010 added the following:
The company response to the Better Business Bureau complaint was from a Debby Chandler, who said:
"The customer asked to return bulbs that they had received from us. They did not like the size or condition of them. They were told to return them for a refund. We told them up front that we do not reimburse for the cost to ship them back to us. That is their expense. The bulbs were returned and the credit was applied to their credit card for the returned bulbs. We did not credit them for the $10.05, as that is not our policy and they were not told that we would do that. I am sorry that they are unhappy with this decision, but we have to be fair to all of our customers."
I rejected this response, and emailed the managing partner for the 2nd time. I received in return a blast identifying me as a blackmailer and top of the list of unreasonable customers, as well as a promise of reimbursement of shipping costs. He has asked me to post his email reply in its entirety, and here it is. Please note that on Dave's Garden, the negatives for G. H. Wilde number over 40, and the neutrals almost 20, out of a total of about 200, and compare it with the record claimed in the email.
I am really confused how to run my business today! I work 60-70 hours a week, and get nailed because I referred your letter to a manager who has been here 35 years….and you didn’t like her answer so you had to write the Company Owner and go on and bad mouth us to everyone. You see we work very hard trying to stay open. Customer remember the price and guarantee when ordering but seem to forget when complaining. Remember Wayside, J&P, Park Seed, Gurney Seed, Henry Fields, Michigan Bulb, Springhill, Brecks…all have gone through bankruptcy…all on the verge of closing or have closed….all over $10 customer. We have less than .0203% complaints. So for every 1000 order we ship we only receive 20 complaints, most of these fall into missing products or errors in picking orders, which are promptly shipped. Our product quality complaints are less that .0052%, 5 in 1000….this is only the second time in 20 years we have had a BBB complaint. Seems like we never see it posted what a great job a Company is doing…we just post or threaten about the Company when we don’t get what we want.
Your letter was rude and arrogant. This is only the 2nd time in 20 years of owing this Company I have had A BBB Complaint. Both by unreasonable customers. I am so tired of customers thinking that if they complain long enough…or bad mouth us enough that they will get what they want. I am tired of being blackmailed! Seems very interesting that you are willing to try to ruin 125 years of hard word because you didn’t read our guarantee. Our guarantee clearly states. …anyone not entirely satisfied should return stock immediately and proper adjustment will be made. That’s what we did! ….so you win! I refunded your $10.00 today. Please take the time to post the entire story on line and I will not accept anymore orders from you. Is this worth $10 to you? I hope that you sleep well at night, I couldn’t if I was you.
I truly believe that the industry should start a list of unreasonable customer who we should never serve, and we should get the opportunity to tell how bad of a customer these people are, and publish it on the internet….you name would be on the top of the list! Please be sure to publish this entire letter…not just the parts you want!
Good Gardening and God Bless!
Gilbert H Wild and Son, LLC
|On Jul 28, 2009, sillybug5 Winston Salem, NC (Zone 7a) wrote:
BEWARE!!!!! The absolute worst experience. I placed a sizeable Daylily order with them. Now one is blooming an entirely different color than it should be. I called them and was told they would give me a credit of the value of the plant ONLY and THEY WOULD NOT SEND A REPLACEMENT!!!!! If I wanted to order another plant I would Have to pay ****$7.50***** for the SHIPPING!!! That is NOT an honorable policy and is not a company which stands behind its merchandise. NEVER AGAIN!!!! Dishonorable at best. There are plenty of GOOD companies out there to purchase from. I should have known better.
On July 28th, 2009, sandnsea2 added the following:
You know what, you at Gilbert Wild should know that there is nothing, NOTHING more important than your reputation. You can sell a plant to a person once, but what makes a successful business is selling AGAIN to that person and others. In this economy especially you should nurture your relationships with EVERY customer you are lucky enough to have. Otherwise, you are just plain dumb.
On July 31st, 2009, sandnsea2 added the following:
You did not send out a replacement order to me on July 2. I have never received or asked for one before this one time I have described here.That is simply not true. I do not know what he is referring to.
On July 31st, 2009, sandnsea2 added the following:
Please note that now the word CUSTOMER has quotes around it in the owners rebuttal and take good notice of the sarcasm with which he has replied to this problem. It is the same disdain with which the customer service rep answered my phone call.
On Jul 28, 2009, Gilbert H. Wild and Son responded with:
"On Jul 31, 2009 10:35 AM, Gilbert H. Wild and Son responded with:
Sorry - we do screw up from time to time....Call me directly with any problems - Greg Jones, Owner 1.417.548.3517...I am usually in from 5 AM to 4 PM. I am pretty dumb, so speak slowly and I'll try to help you out.
On Aug 3, 2009 10:01 AM, Gilbert H. Wild and Son added:
The 1st order for was received on 6/23/09. Th plants were shipped UPS and received by the customer on 7/2/2009. A reship request of Angel Rogers Daylily was made on 7/28, it was fresh dug from the fields on 7/30 and was shipped by UPS on 8/3/2009. There is no disdain for our customers...only appreciation. call and we can talk anytime...I'm in the office from 5 am to 4 pm at 417.548.3517 and my home number is 417.548.6524. Thanks Greg Jones, Owner of GH WILDS since 1991, growers since 1973...."
|On Jul 11, 2009, HeatherK62 Frankfort, KY wrote:
I had previously purchased from Gilbert Wild and received big, healthy fans. My last shipment were spindely, single fans or even just root clumps. I called to complain and was told just to plant them, they'd grow. The least of them are only now producing thin tips of green shoots above the ground. At least one had been something I didn't order, but tagged with what I did order. It was apparent as it flowered with under 3" blooms, which I didn't order. After seeing how Greg Gilbert seems to monitor this site, I've sent him an email and vm, and now waiting to see if I get resolution. If so, I'll buy again. Like I said, previous orders were exceptional. Last order makes me wonder if they're contracting convict labor to work the garden and the phones. No offense to convicts.
On Jul 11, 2009, Gilbert H. Wild and Son responded with:
"On Jul 13, 2009 9:33 AM, Gilbert H. Wild and Son responded with:
We have attempted to grow daylilies in greenhouse pots so that we could please our customers with quicker shipping, we planted the newer more expensive varieties in pots in January. The plants grew slower than expected and we ended up sending out smaller plants than we would like to...so we have learned our lesson and are now potting for next year (6 months longer growing). If your not happy let us know and I'll send a replacement or give full credit. No we don't use convict labor...just good ol' Missouri hillbillies who take great pride in their work! Greg Jones - Owner"
|On Jun 28, 2009, pittipat Atlanta, GA wrote:
I've traded with this company several times and have never been disappointed with their irises or peonies. Daylilies are another matter. The plants are all healthy, ship promptly, and the prices are quite good. However, it's a crap shoot whether you will get what you ordered. The plants are always labeled as ordered, but about 20% of daylilies turned out, when they bloomed, to be something completely different from what I ordered. Not a problem if you're just looking for generic plants at low price. A BIG problem if you are looking for specific varieties!!
On June 29th, 2009, pittipat added the following:
Well, good news and bad news. I wrote requesting replacements. What I got was an $8.50 credit (nothing for shipping charges) and the comment, " We have sold hundreds of those varieties and have had no one else report any problems. Hopefully the tags did not get messed up when planting. G H Wild."
What an unnecessary comment, clearly driven by a rotten attitude. My "maybe if they make it right" stance just became "never, ever again!"
On Jun 28, 2009, Gilbert H. Wild and Son responded with:
"On Jun 30, 2009 2:13 PM, Gilbert H. Wild and Son responded with:
We are so sorry that we messed up...please contact me Greg Jones the Owner and I will make it right. You may contact me at 1.888.449.4537 or firstname.lastname@example.org we do not want to do business this way. "
|On Jan 27, 2009, jordyclair Cedarburg, WI wrote:
Sent very poor quality plants. They were so small and most of them were moldy. Will not respond to my emails or any other form of communacation. All my plants died.
On Jan 27, 2009, Gilbert H. Wild and Son responded with:
"On Feb 11, 2009 10:45 AM, Gilbert H. Wild and Son responded with:
Please contact me, Greg Jones the owner of Gilbert H Wild and Son. I cannot find you in our customer list and I would like to work with you in correcting the situation. I can be contacted at email@example.com or 417.548.3517"
|On Jun 25, 2008, Man99204 Spokane, WA wrote:
Last Season I placed half a dozen different orders from this company. Each and every time they sold my name and address to "A Garden Gate" Magazine -- without my permission. I wrote to both Gilbert Wild and to A Garden Gate and asked them, politely, NOT to send me further copies of their magazine. Apparently, while Wilde can sell a customer's personal information without permission, they are totally powerless (or motivationally-challenged) to DO anything to stop the customer from getting junk mail!
On Jun 25, 2008, Gilbert H. Wild and Son responded with:
"On Feb 11, 2009 10:48 AM, Gilbert H. Wild and Son responded with:
We work to provide the best gardening product to our customer. If you do not want to receive any mail from us just call customer service at 1.888.449.4537 we will not mail or rent any names if you so instruct us. "
|On Jun 24, 2008, tigerlily1955 Manchester, NH wrote:
I have been a loyal customer since 1995. I placed a phone order on May 30,2008 with a sales rep for daylilies. I received a flyer in the mail that day and placed an order for 39 plants for $94.95 plus an order of individual plants from an other sales offer. I received my shipment last Friday 6/20. I checked the invoice and was shocked to see that I received the wrong plants and was billed for $144.00 plus the individual plants and shipping. I called right away and spoke to a very rude lady who would not listen to me. I explained that their was an error and I received the wrong offer. This has never happened before. She told me that I would have to pay for shipping and a growers fee of 20 percent would be charged to me!
On July 5th, 2008, tigerlily1955 added the following:
I received the correct shipment on June 30th. My order was exactly as described in the flyer and the daylilies looked alot better than the previous incorrect shipment. I soaked them in water for 2 days and placed them in the garden bed. My complaint isn't about the plants...it is about the customer service department.
I was billed again for shipping but given that these plants look like they will keep growing I am not going to dispute this order.
On Jun 24, 2008, Gilbert H. Wild and Son responded with:
"On Feb 11, 2009 10:53 AM, Gilbert H. Wild and Son responded with:
We are sorry...we mess up...when we do if you can't get the help you need call and ask for Greg Jones, the owner at 417.548.3517 or toll free at 1.888.449.4537 or email me at firstname.lastname@example.org and we will do everyting that we can to fix things...I am so sorry you felt you were treated badly...we do not want to do business that way!"
|On Jun 12, 2008, jackstangle La Conner, WA wrote:
I ordered 10 daylilies. They arrived in a LARGE box with a few shreds of newspaper. They were dried out & most of the roots had broken off from rolling around in the box. The woman who answers the phone is very unprofessional & acts like you've woke her up. They do not put their 800 # on the invoice, only on the catalog, making it harder to complain. I will not order from them again. They also arrived 19 days AFTER I ordered them, & 4 days AFTER the tracking # said they would.
On Jun 12, 2008, Gilbert H. Wild and Son responded with:
"On Feb 11, 2009 10:55 AM, Gilbert H. Wild and Son responded with:
We mess up and so does UPS delivery sometimes. We ship 40,000 plus orders a year and do our best on every one of them...but we do mess up! If you are not happy owth the plants please call 1.888.449.4537 and we will send out a replacement."
|On Jun 6, 2008, lwillaredt Davenport, IA wrote:
I have been a customer of Gilbert Wild for almost 10 years. I order plants for my own garden and several others.
On Jun 6, 2008, Gilbert H. Wild and Son responded with:
"On Feb 11, 2009 10:58 AM, Gilbert H. Wild and Son responded with:
The last ownership change was in 1991, and the office staff has been here for over 25 years. WE Try to get every order right. If we don't let us me know and I'll make it right! Greg Jones, owner since 1991, 417.548.3517 or email@example.com"
|On Mar 4, 2008, showers Woodstock, IL wrote:
I ordered Peonies. When they bloomed last spring , they were not as ordered. I order 3 Doreen and when they bloomed two was the same and one was different, same with two other varieties. When I E-mailed them about there mistake they were vary unhelpful in getting the problem resolved. I had a similar experince with hostas, recieving cheaper hostas then I ordered. They said they would give me $9.00 credit on my next order. Then they took me off there mailing list. I have not recieved anything from them since. Before this I was a good customer and had orderd alot of daylilies from them and had even recommended them to several members of my garden club and friends and family. No more..
|On Jan 17, 2008, marycar Tuscumbia, AL wrote:
I've ordered several times from this company and the plants were always very nice. I had a few that took two summers to start blooming due to the severe drought we've had. I've had a number of plants that were not as labeled. I filed a complaint after the first mislabeled one bloomed, and since it wasn't ordered in the current year they refused to send the correct plant. Some of the bonus plants sent weren't as labeled. I asked them to take me off of their mailing list since they wouldn't make things right. As one trying to start my own garden, I'd like to receive what I paid for.
|On Oct 13, 2007, pegthomp Lincoln University, PA wrote:
I wish I had read the reports here before I ordered. The plants that finally came were tiny...and dried out. And instead of Joan Senior daylily I was sent Jason Salter. Not even close. I hope they will surprise me and bloom like crazy next spring but I won't be ordering from here again.
|On Sep 15, 2007, smithrh Cheboygan, MI wrote:
BEWARE....this company only backs their shipments for 30 days...and after that, you are just out of luck.
|On Jul 2, 2007, Region11 Topeka, KS wrote:
7-2-07 VERY NEGATIVE!!!! I have ordered many plants from Wilds in the past, and will never do so again. They dig plants and refrigerate until they can ship, resulting in very dry small plants, many of which aren't even the correct plants shown in their catalogue. Their catalogue is false advertising too. The "New Introductions" are not new at all. These plants were purchased when the company was sold to Greg Jones in the 80's. Per Mr. Jones "Mrs. Wilds registered 500-600 plants in the 70's and 80's, and we are just now introducing these plants because it's take that long for them to grow." (I have a pair of disco shoes I'd like to sell as "New Introductions" today too. ) The Wilds catalogue from this past Spring 2007 shows in the front section New! 2007 Daylily Introductions, giving the cultivar name (2007) and the description of the plant. I have found that all these plants are very old plants or have Never been registered AT ALL. I tried to enter one of their plants in our American Hemerocallis Society daylily flower show recently; the Wilds plant I was going to present was not excepted because it was not even registered with the AHS at all!!!!! How SAD!!!! I called Wilds the following Monday, asking for Greg Jones the owner, after the receptionist harrased me, I simply asked for Greg to give me a call, he never did. The judges I spoke with there said there have been many, many problems with the Wilds Company, and the next time I received one of their sell catalogs, I should just throw it away! One judge said at the National AHS show held in Missouri a couple of years ago, Wilds gave away their "New Introductions", when she got home this "New plant" was actually 20+ years old! These people that attended the show paid hundreds of dollars to attend. Wilds in return ripped them off by giving them a sickly, unnamed, unregistered plant. Our local daylily club has even advertised for Wilds in the past, never again!!!!!!!! I WILL NEVER ORDER FROM THIS COMPANY AGAIN!!! AND I URGE YOU TO NOT ORDER FROM THEM. From Region 11(The same region as Wilds)
|On May 16, 2007, beaker_ch Columbia Heights, MN (Zone 4a) wrote:
Just awful looking daylilies. Very small and dry and many didn't even have tops. Poor packaging also. Some may survive, but I don't think many will. I won't be ordering from them again
|On Jul 19, 2006, jmaldg3 Reading Center, NY wrote:
I have several daylilies that I got from them last year that are just now blooming for the first time, and are not the correct plant. I have just taken up hybridizing this year and it is very frustrating to go into your garden knowing that a certain daylily is about to bloom and you intend to use it to make a new cross, and you find it is not even close to what it is supposed to be. Also, their packing leaves a LOT to be desired, dozens of daylilies laying on top of each other, many moldy, and beginning to rot, all looking like they have been out of the ground for at least 2 weeks prior to shipping,brown and shriveled.
|On Jul 19, 2006, NYVOICES99 Corning, NY (Zone 5a) wrote:
I have ordered from this company twice in the past. (the past 2 years ). I too have had problems with the customer service there. Last year when I ordered, I ordered quite a few daylilies and several iris, as well as the large "iris collection". I also ordered several peonies. I had expected to get my order in late june. When I had no word from them, I called, and was told the order would be shipped in Sept. because I had ordered peonies. I told the lady I needed to get the daylilies in the ground way before that so they would have time to get settled before cold weather. She then got very snippy and informed me she was only trying to save me money, but if I insisted on getting 2 different shipments then she would do so, and charge me the extra shipping costs. I told her that it wouldn't save me very much money if half of them died because they didn't get settled before the cold got them, but, I finally agreed to take the order in Sept. And fortunately cold weather was late in our area. I only lost a couple.
|On Sep 23, 2005, TuddyE Georgetown, KY (Zone 6a) wrote:
I can honestly say this is the absolute worse customer service dept. I have ever dealt with in my entire life
|On Aug 29, 2005, muffintruong Lewiston, ME wrote:
I placed a wholesale order withis company last year. What I recieved were very small plants, but really what did I expect for such good prices. My problem started when Love Those Eyes bloomed last year, it was orange [supposed to be yellow with a garnet eyezone]. After two emails they sent me replacements. No problem, everyone makes mistakes. Last year none of the other plants bloomed, like I said they were small, no problem.
|On Aug 9, 2005, lesandjill Middleton, MA wrote:
Summer has arrived, but I cannot say the same for all of the plants I ordered last fall from Gilbert H. Wild & Sons! Last year, we received a mailing circular from this company advertising a sale on hostas and peonies for fall shipping. At that time, extensive exterior work was being done on our home and we would not have anywhere to plant anything until the project was completed in early or mid-October. Then, we would be in need of extensive landscaping. So, this was a perfect situation - "gardening marriage made in heaven." A subsequent mailing circular offered a sale on daylilies We then contacted the company and asked if we could add this order to our previous purchase and save on the shipping charges. We were advised that this could be done, so we sent a second check to cover the price of the plants.