I am extremely satisfied with the dozen thuja green giant trees I received. These trees arrived in perfect condition except for one and Roy was most helpful in giving me advice for planting them correctly. One plant looked stressed and when I contacted Roy he told me how to get it replaced and the replacement arrived within two weeks of submitting the form. The man stands by his guarantee. I read some of the other comments here and all I can say is I talk to people like I want to be talked to. It appears that many of the dissatisfied customers may have had a communication problem.
Roy is a tool. I'm surprised someone hasn't decked him already. If your a type A personality; don't even call him. Course, if you're reading this, it's probably too late. I couldn't keep professional with this guy as hard as I tried. Luckily, I didn't even order from him, so no frustration there. Call him up and tell him you want free shipping and listen to him cuss. He promised me a deal 2 months ago on 32 trees and now plays stupid. Enough said - guy is a jerk.
I ordered 6 Thuja's from this company. They shipped promptly, came packed beautifully and look great. I was concerned about planting time here in Michigan, so I called and Roy was extremely helpful. I look forward to planting these and I trust that Roy and his company will back their products.
I ordered 12 thuga trees to be used as a privacy fence at the end of my street. The owner was very helpful in telling me how I should space them when planting. They arrived right on time and the quality of the trees was better than trees in my own area that are twice the price. He waters them before wrapping the pot and sealing it at the trunk so no soil dislodges during shipping and the trunks of the trees are strapped into position so there is no movement during shipping. I highly recommend this nursery and will order another batch in the spring.
Roy was very helpful in selecting my trees. The 60 Green Giants (Yes 60) and 6 holly impressed me when they arrived when due. All of the trees were very healthy and very close in size. I would certainly refer Thuja Gardens to any of my friends looking to plant. Thanks Roy!
On Sep 30, 2010, Bulldogharry Ellettsville, IN wrote:
Posted on September 30, 2010, updated September 30, 2010
1st this is NOT a company. What it is: One very unprofessional Jerk who has NO business doing business with anyone! My initial phone contact left me with a most distasteful attitude of "Roy" but I gave him the benefit of my doubt. I told him repeatedly Not to send the ship of 20 Thuja trees until after 10-4-10. He said Okay. He shipped them anyway 2 weeks before I told him to. I emailed him 24 hours after He shipped them after getting a notice that they were shipped. I emailed him and let him know how "hot" I was. He wrote "Chill out" just put them in a shady place, they'll be alright. I had already told him I had no shady place. He told me not to get my blood pressure up! I told him I was filing a dispute with visa which I did and visa got me a refund. He them shipped them again and again I tried repeatedly to get him on the phone. His answering machine picked up making me have a long distance charge-this happened many times. He would not answer email-they came back as undeliverable. Think of the worst names you could call a guy and then apply them to Roy. He is a total Jerk. He is not a BUSINESS! He is a one man operation. He told me that! If you deal with him-you will be sorry. firstname.lastname@example.org
On September 30th, 2010, Bulldogharry added the following:
I now know why these pages are not crammed full of negative remarks about this thief. It took me well over and hour to figure out how to post a negative remark about this one person scam. Daves Gardens has at least several sellers that are not ones to buy from. "Roy" was very disrespectful to me. I am 61 years old and I do not take lightly being treated with obvious total disrespect. It is too bad that people buy things over the internet without checking out the reputation of those they are about to buy from. It is a wonder to me that Daves Gardens tolerates Jerks like "Roy" to be a link from their web site. Google "scoop on Thujagardens.com" and read ones that tell "The scoop on Thujagardens.com Come on people leave your negative feedback about this no good for nothing scammer and thief. Roy if you were living in my town I'd do more than leave you negative feedback! You are a low life scumbag, jerk, thief! You're a bottom feeder and woulds steal from your mother. Shame on you and other idiots like you.
Judgement day will be hell for you mister! Count on it!On Sep 30, 2010, Thuja Gardens (formerly PlantsRus) responded with:
We ordered 26 Nellie Stevens Holly Trees. We received them on the expected delivery date. The plants were well packed and healty. The plants have already been through several temperature changes within a brief period of time and they are thriving. Many plants have new growth and look great. Thanks, Roy for the advice on how to plant them. We can't wait to see how they look in the coming years.
Posted on July 31, 2010, updated August 21, 2010
I have had made at least 3 separate purchases from Thuja Gardens. The last purchase was in fall of 2009 and 2 did not make it. I called and got a answer and he told me to call back the next day. I called and then he told me to email him the information. I did that and no response. I then mailed him a letter requesting 2 thuja replacements and it has been close to 2 months and no response, no replacements. I use to be happy and recommend him to others, I won't do that anymore. Very bad customer service and does not live up to warranty.
On August 21st, 2010, Katt51 added the following:
Roy did contact me via email in early August and sent me a link to put in my information for replacement trees. BUT, the link is not working as it states it was only a temporary web hosting. I attempted to do this at least 10 times within the last few weeks receiving the same message. You put in all the information only to not be able to send the information. I emailed him back to let him know but it appears he does not know what I am talking about. He stated that he got the form . Yes, I got the form to complete but I kept telling him once you hit the submit button, it won't go through. He told me to call him, BUT, I have called him twice, emailed him several times and very very frustrated. On Aug 21, 2010, Thuja Gardens (formerly PlantsRus) responded with:
Buyer Beware. If you receive your plants or trees and they are healthy, everyone has a positive thing to say. But notice how many postings show a problem with Thuja Gardens' customer service if you are not happy with what you receive. I have been trying to resolve something for over a month and have been completely ignored until I cancelled my credit card payment. Then bingo, Roy called to find out why. They don't like customers who have problems with their merchandise. Notice how many people simply could not get them to respond or send replacement trees. Why? In my opinion, customer service is absolutely atrocious. I was just chewed out by Roy. That's right. He chewed me out for not being happy with his product. In this day of lousy customer service, I should not be so shocked to find that another business has forgotten who their customer is.
After looking locally and online for 3-4 days I chose thuja gardens. I felt due to web page and info on that site I felt they really offered good quality products. I ordered online with no formal contact on 4-16-10 on a Friday afternoon. Excited I called Tuesday the 20th. Roy answered and said my trees would ship the following Monday OR Tuesday . I received UPS notification on Wednesday and followed tracking. Received my trees today 5-4-10 packaged well and after unpacking , surprised how well they looked. 2-3 ft is accurate all around 2 1/2 ft. I purchased 70 trees or would have bought the 5 ft trees. After my initial purchase I came across this site and man did I start to worry, its amazing how much the negative feedback did to my confidence. I'M COMPLETELY SATISFIED AND LET THE GROWING BEGIN. I have taken picks of arrival and will after planting as well when the become older. I did not have any further contact with thuja gardens, everything went as promised. Thankyou
I purchased 6 Leyland Cypress from this company. Two were a foot shorter than ordered. Two have what appear to be a fungus, with apparent needle blight. They do not answer phone or return calls or emails. NEVER AGAIN
I ordered online. I also made a mistake in quantity and called and spoke to Roy. He said he would correct it and he did. I received a receipt, UPS tracking info and a refund receipt all via e-mail, so the communication was great. A beautiful tree arrived just days later. I'm a repeat customer and will continue to be.
Ordered 16 Thuja Green Giant 1 Gallon Trees (34"-40" tall) for a great price and they were shipped very fast to NY. The trees all looked healthy and they were all within the height we ordered. They were just planted today, so hopefully they take to our yard. Overall very happy with the trees sent to us and the shipping time as well.
Back in April, I ordered 34 one gallon size Thuja trees with free shipping, a six month guarantee, and at a very good price when compared with competitors, both online and in stores. All arrived within a couple of weeks and in decent shape. About 2-3 weeks ago, one of the smaller, weaker looking trees died. I contacted Roy about the six month guarantee on thuja's and he responded after couple days and said he would replace the dead tree no problem. The thuja gardens website stated that in order to replace a tree under the six month guarantee, I would have to send the dead tree and credit card info for shipping. Roy stood behind his guarantee and didn't require me to ship the dead tree to him or give any credit card info. I received the replacement tree ( at no cost to me) within a few days and it was a very healthy, good sized replacement. I would definately consider buying from thuja gardens again.
Roy..........just want to thank you for the quality of the trees I ordered in April......I expected about a 10% failure rate but to my surprise all 25 trees took off and are doing well......see attachment........I would recommend your nursery to anyone looking for a quality product.....have a good day........later,
My order was processed and shipped almost immediately upon being placed... arrived three days later... in spite of the weekend. I was very impressed with the packing, the excellent condition and quality of my trees. You can take it to the bank... this is the best mail order nursery I have delt with in years. Faster service than nurserys within a few hours drive. I'll be back for sure and for certain. Thanks again.
I recently purchased 3 crape myrtles from this company, and they are the largest and best looking trees I have purchased on line. Shipping is fast, and packing is great. Green Thumbs Up to Thuga Gardens.
On Jun 9, 2009, yardofthemonth Brentwood, TN wrote:
I ordered 7 crape myrtles from Thuja Gardens that didn't survive. I fully expected a major hassle to get these replaced. When I called and talked to Mr. Roy, he apologized, and promised to send me some replacement plants a little bigger than my originals for the inconvenience. No questions asked! When they arrived I was shocked and surprised that they were twice as big as the originals! They were very carefully packed and very secure for the size of these plants. These were sent at no cost to me but I noticed he had paid over $100 to ship me replacements. These plants are beautiful and healthy and I am a very happy customer. I truly appreciate Mr. Roy standing behind his products. I will not hesitate to order again or recommend to a friend.
I have ordered a tree within the last month with this company. I was to receive a confirmation email and did not receive that. We checked our credit card statement which indicates that the tree was paid for, but after many attempts of emails and phone calls have been unable to establish any type of contact with this company regarding our status on the tree. After reading these many posts from others and responses from the infamous "Roy", I must say that I truly am beginning to believe he is a scam artist and a thief. A thief is someone who takes something that does not belong to him and he took our money without giving us our purchase or even responding to our contact attempts to explain himself. I am very disappointed in Thuja Gardens and advice anyone from purchasing from this place again. As for the payment for a purchase, I plan to take action to the fullest to resolve this matter.
On Jun 4, 2009, DisappointedNY Kingston, NY wrote:
I ordered two trees over a month ago and have yet to get them. I called the 800 number shortly after placing the order and talked to someone with an attitude. He told me the trees will be shipped "early next week". I waited the week and nothing. A month later, nothing. I have called a couple of times and only get a voicemail where sometimes you cant even leave a message. Im so agitated right now. I just called and left a message and I hope this gets rectified. I will eventually have to go to the BBB if this continues. Be careful if you are contemplating placing an order.
My husband and I were having an extremely difficult time locating the Heritage River birch. It just wasn't available locally at all and hard to find a decent size through mail order sources.We came upon Thuja Gardens and after a couple of phone calls to a gentleman named Roy we went ahead and ordered our tree.
We were able to schedule a delivery time that would coincide with a vacation we were planning and the tree arrived just as promised.It was exactly the size we wanted and full of robust good health and beautifully grown. So far it has taken off in our yard and is quite happy in its location.
We are very pleased with our experience with this seller and will look forward to being a repeat customer!
We ordered 81 green giants last May (2008). Trees were the 16-18" size, they arrived quickly, perfectly packaged and healthy. It is now a year later and every tree has survived a lousy winter and is thriving! We didn't lose one!
They are all 2-3' in height now and are really taking off! The row will be stunning in 2-3 more years, not to mention the privacy it will provide. Roy was very helpful, and his company provides a quality product. I will not hesitate to place future orders with Thuja Gardens should the need arise.
Roy provided very useful information and directions for planting the 75 Giant Thuja trees I ordered. The friendly and courteous service rendered was most helpful. The healthy 1 gallon size plants arrived in excellent condition and were packed better than any other plants I have ordered from other sources. Thuja Gardens has continued to give me information about the progress of my plants and Roy always seems interested in their progress. I had some trees that died and we couldn't figure out the reason. Roy readily offered to replace them. I certainly will continue to purchase plants from Thuja Gardens.
We recenetly ordered 34 green giants and 6 crepes from Roy. Our items were shipped immediately and well packaged. All items were exactly as described. Unfortunately a few of our crepes didn't make it so we contacted Roy. He happily and quickly replaced these trees and we are very pleased with the whole experience. Since the order we've had many neighbors order from Roy. Thanks for the beautiful trees! We look forward to ordering more from you next spring.
Ordered Plants on the 8th of the month and they arrived on the 14th. Well packed nice looking stock.No problem what so ever with this company. Trees were planted on the Coast of Maine zone 5. If they don't survive for some unforseen reason we can blame Al Gore!!
On May 9, 2009, gardenspotter Junction City, KS wrote:
As with many complaints I see on this page Roy does not send the trees of the size he advertises. I am surprised to see several reviews here state Roy responded to their emails though their complaints were about damage and not size. My emails were totally ignored. Once my cash was in this company’s hands they never returned emails with my complaints about the size. I never thought about checking the Better Business Bureau as I read here and wish I had. A company could not get a worse report. Answering my email would have done a world of good for this company’s reputation but now I think I will add my complaint to the Better Business Bureau for false advertising. I was very disappointed and wished I had ordered from another company.
I received my Dynamite Red Crepe Myrtles and I knew I was in trouble. The UPS box was crushed in the middle and looked as if it had been folded in half. Sure enough when I opened the box 18-20 inches of the trees tops had been snapped off! Not happy was I! Anyway, I put in a formal complaint with UPS and notified Roy @ Thuja and he responded to me that two new trees where on their way to me and that he wanted to make sure his customers were happy. I couldn't ask for anything more than that! Thanks Ron I know this had nothing to do with you but you pulled through for me!
I RECENTLY PURCHASED A TREE FROM THUJA GARDENS AND UPON ARRIVAL IT WAS DAMAGED. I E-MAILED ROY LAWING AND HE IMMEDIATELY SENT OUT A REPLACEMENT. I CAN'T RECCOMMEND THIS COMPANY ENOUGH AND WILL CERTAINLY DO BUSINESS WITH THEM AGAIN. IT WAS NICE TO DEAL WITH A COMPANY WHO REALLY CARES ABOUT THEIR CUSTOMERS. THANKS TO ALL WHO HELPED. SHANE THACKER
Good: Roy was very responsive to my questions and concerns, both by phone and by email. Also, the trees were shipped in pots (versus bare-roots), which was great because you don't have to worry about them dying if you can't plant them immediately. A lot of online nurseries ship bare roots...i assume because shipping is cheaper.
Bad: The first set of trees did not appear to be secured within the shipping box. AND UPS appeared to have treated the box badly. The trees were broken and pitiful when I got them. However, after a few phonecalls and a bit of confusion, Roy shipped me three new trees which arrived in MUCH better condition, although they weren't as full as I would have hoped and a lot of branches were STILL broken even though they had been secured much tighter within the box.
So, I'm neutral. I probably wouldn't do this again because it was probably more trouble than ti was worth. I also think there should be a note on the website about the policy of waiting until the trees start to branch out before shipping them...i was expecting them to arrive a lot sooner. But I am hoping that I can bring the damaged trees back to health...and that the good ones turn out beautiful come summertime!
I ordered 10 trees to plant in my back yard because I wanted to block my neighbors. I placed the order on April 21 and hopped for delivery in a week. I e-mailed on April 27 (a week after ordering) to see if Roy had an idea of when the trees would arrive. He responded the next day: "Late this week.
May 4 and still no trees so I e-mail Roy to ask if he has a tracking number or a way to find out where the trees are. He e-mails me back the next day: "Sorry,Out of Stock-Refunded".
That is it no apology or time frame of the refund or let me make it right. Just "Sorry,Out of Stock-Refunded"
If you are going to have a website you need to keep your stock updated and more importantly don't mess up and think it is alright.
I have not gone through the refund process but I am sure that should be fun. I will be sure to update all on how that goes.
I ordered a Tonto Crapemyrtle at the beginning of April. It arrived a couple weeks later. I was getting a little anxious because it seemed to take a while to ship and I didn't hear from Roy. One day to my surprise it showed up it this very tall box. I'm glad I happened to be home that day to get it out of the sun and that box. I was so disappointed when I opened the box and found these 12" twigs and some tiny yellow leaves. I thought is was dead. I was ready to send it back. I ordered a 3-4 foot tree and this was not a 3-4 foot tree. It had a big root ball so I thought I'd give it a chance. I am so glad I planted it! It has been almost a month and I am soooo happy with it! It has grown some beautiful leaves and is getting big. It looks like it will be a 3-4 foot tree this summer. It was the perfect addition to my garden and I love seeing it get bigger every day!
I just ordered several trees. I picked this company because they stand behind their product unlike many of the other online nurseries that I spent the day sorting through and canceling out at the last minute upon reading their conditions for sale with absolutely no guarantee. Within a few seconds of placing my order there was an order confirmation in my email box. So far so good...
On May 7th, 2009, badger17 added the following:
Wednesday I received 3 Crape Myrtles (the order was placed over the weekend.) The trees were in terrific shape with green leaves and even some berries. Size was exactly as described. This was amazing service. Thank you!
At the end of March, I purchased 1 Muskogee & 6 Lippan crape myrtle trees from Thuja Gardens & so far, I have been quite impressed with Roy's selection of trees! My Muskogee arrived in sturdy, elongated box & inside, the tree was securely wrapped in plastic; very well protected & in great condition! My 6 Lippan's should be arriving some time next week & I can not wait to line my walk with them!! I will definitely purchase from Thuja again for any landscaping needs in the future & I encourage others to give Thuja a try! Roy waits to ship your precious trees to ensure that they are stable enough for transportation, so do not be discouraged if it takes a few weeks to receive your order, it will be well worth the wait! If you plan on purchasing trees & are discouraged from doing so on-line, then rest assure, you have nothing to worry about when ordering from Thuja!
Man, I wish I had read the comments here and checked the Better Business Bureau as suggested. The trees I received were a lot smaller than are shown on the website. I emailed and received no response. The website makes no mention of the ability to simply return the trees and get your money back. And after seeing the trees who could trust the promise anyway? I think half the positive post here was posted by Roy himself. His spiteful and sarcastic remarks towards those with negative feedback is an indicator of his business tactics. He would not get negative feedback if he shipped what he advertised or answered his emails when questions arise. But I guess he is too busy writing positive post about his own company to be bothered with answering complaints from customers or to respond to the Better Business Bureau. There are too many businesses with good ratings to risk your money on these trees. Roy, some advice, go take some pictures of the real trees you ship and put them on your website.