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On Apr 7, 2009, julianchandler Stillwater, OK wrote:
In my recent order from Wayside Gardens, there were three different tags stuck into the dirt of each potted plant.
The first tag gave the plant height at 21".
The second tag gave the plant height at 24-30".
The third tag gave the plant height at 3-4'.
Yes, you read this correctly. The given plant height for the same plant ranged from 21 inches to 4 feet. This was not a case of mistaken identity--the same plant name and variety was printed on each tag.
To top it off, in each pot there was also a small slip of paper that stated, "I'm Not Dead -- I'm Dormant! I am a dormant bareroot plant, which means that I'm "sleeping" right now. Dormancy is the best time to ship plants, because we need less water and fresh air. To wake me up, just follow the instructions enclosed with your order. I'll be up and growing before you know it!"
Very nice, except for the fact that the plants were not bareroot and they were not dormant. This was not a case of mistaken identity either. My order included only two plants, they were both the same variety, they both came in a pot with dirt, they both had little green leaves, and they both included this please-wake-me-up-I'm-bareroot-and-dormant message.
I will never order anything from Wayside Gardens again unless it is the only place on earth where I can get what I am looking for!
WAYSIDE GARDENS IS AN INFERIOR NURSERY. THE PLANTS I HAVE GOTTEN THUS FAR HAVE BEEN SUBSTITUTES, SLOW SHIPPING, OFTEN DIE EVEN WITH THE BEST CARE. JUST LIKE PARK SEED A HORRIBLE CUSTOMER SERVICE DEPT. THE ONLY THING THEY ARE GOOD AT IS TAKING YOUR MONEY. I WILL NEVER SPEND ANOTHER PENNY AT WAYSIDE. LOCAL NURSERIES FOR ME FROM NOW ON. I HAVE HAD TREMENDOUS LUCK WITH MUSSER FORESTS OVER THE YEARS.(MY STATE PA)
On Mar 27, 2009, kattrox Floyds Knobs, IN (Zone 6b) wrote:
Received my order today. Siberian iris were in perfect condition and well packed. I have ordered from Wayside in the past and have not had any trouble but I'm keeping my fingers crossed!
I ordered daffodils last fall - they ran out of the item that I ordered - but didn't tell me that when I placed the order over the phone. Instead they sent me a different variety that I didn't want. I had also ordered the mixed crocus bulbs last fall - they are coming up now. In the catalog picture the colors are yellow, blue and white - but they only sent me white and yellow bulbs - very unattractive. I won't be doing business with them again.
On August 3,2008, I ordered plants which were all noted "FOR FALL SHIPPING" I received three of the four items, very small, scraggly plants which I will know soon if they are living. Hopefully they will come up. The main item I wanted, the Platycodon "Fairy Snow" was not included with no explanation. I waited a couple of weeks and kept checking the online status, which still said " to be shipped". I emailed and then called. I finally got the message that this item had been discontinued. Until I actually called again and got a real person on line, no mention was made of refunding the $20 I had paid (credit cards are charged when the order is placed). I was told I would get a merchandise credit. It never showed up, so i asked for a refund. I was then told it would take approximately four weeks for it to show up on my credit card. Still hasn't. HOWEVER the new status on the order shows it "to be shipped". I have still not had a reply from the company on any of my calls, unless I actually waited on the phone for them. They have not called or emailed me.
On April 20th, 2009, MaggieA added the following:
I did, finally, after much persistence, get a refund posted to my credit card. My local garden shop makes a point of defending this company because they have been overwhelmed with orders this year and can't handle them. It is past time for the company to either take steps to be able to handle the increase, or at the very least change the policy to charging the credit card when the order is actually being filled.
Once Parks took over, Wayside has become the worst. I placed an order, gave my phone and e-mail, checked on it days later and found that almost everything was going to be canceled/delayed. Why do they ask for the phone and e-mail if they don't contact you? What once was one of the best has become the poorest. In these times, they better think ahead!
I ordered 13 POTENTILLA MANGO TANGO. Just about all of them arrived in awful shape. Six were dead. So they sent replacements. However, the remaining ones (7) needed to be nursed back to health. When some (4) of these plants died, they refused to send replacements. According to them, the "guarantee has expired"!
Not only have I lost money on this, I am left with bare areas in my beds which will be difficult to fill.
On a previous order, I had received dead plants and some that died after planting (they were too far gone to survive). I should have learned my lesson and avoided using Wayside. But gave them the benefit of the doubt.
One would expect a reputable company to stand behind their product.
I made the mistake of ordering 3 Kordes Moonlight from Wayside Gardens this past spring. They arrived and they were very healthy roots. I planted them and they took off but when they bloomed looked nothing like the picture. They were bright bright pink! Not an ounce of yellow except when they first started to bud. Also the description said Moonlight was thornless. Not these - big massive thorns.
I thought at first that maybe they sent me the wrong rose but to send me THREE wrong roses? I don't know. At any rate, it was certainly not what I ordered or was led to believe I ordered from the picture and description. I made them give me a refund but let me tell you it was a major hassle - it took months. And they would not refund my shipping. The roses ended the season with quite a bit of black spot. I'll be shovel pruning these roses come spring. I will NEVER order from Wayside again.
On Nov 14, 2008, flowerfantasy Washington, IN (Zone 6a) wrote:
Ordered and recieved my plants in a very timely manner.
The Plants were in good health and in pots as stated they would be. Have placed another order with them so shall see if it arrives in timely manner as the first one did, and is in as good as shape as the first.
On November 20th, 2008, flowerfantasy added the following:
Just recieved my second order from Wayside Gardens. It was for some lily bulbs and they were very big bulbs and healthy. Just have to say no problems here so far.
In late September I found Wayside Gardens as part of an internet search and simply ordered 3 cryptomeria trees for $60 plus change. Days became a couple of weeks and nothing arrived. When I called Cusotmer Service they told me that my shipment had been "back ordered to next spring which was the optimum plating season". I had not been contacted in any way by Wayside Gardens with this information and was surprised to hear this. When I initially ordered the trees, the agent told me that the trees could be planted beautifully in the fall. Since I wanted these trees this fall, I immediately asked for a refund so I could order the trees from somewhere else. They told me I could only have an "in- house credit". I balked and was able to get a committment for a refund on the card I used. Weeks passed with no refund. Another phone call to Customer Service revealed that they can "take up to 30 days to process the refund". Well 30 days came and went. Today (November) I called them again about the fact that no refund had been issued to my card. They told me an "in-house" refund had finally been issued. WHAT?!?! They would have never told me this had I not followed through and called again. I do not want an in house refund. I actually do not want to do business here again. At this point, I am awaiting a promised refund to my credit card. I hope it comes before 2009.
My opinion is not to order from Wayside Gardens.
Since then, I found another on-line nursery and ordered 4 cryptomerias and 6 forsythias...they were very inexpensive and beautiful...have already been planted...And yet, I still cannot get my money back from Wayside Gardens. That's the plain truth.
On Oct 25, 2008, arcadiacove Maggie Valley, NC wrote:
I have had poor experiences with WAYSIDE GARDENS and have finally requested to be taken off their mailing list. My last order I cancelled after waiting for months for the order... and then finding that what "customer service" was telling me was not factual. I would most certainly avoid WAYSIDE GARDENS. There are many other reliable mail-order retailers.
After 25 years, I decided to order from Wayside Gardens again. I was allured by two Hosta that I wanted - Hosta plantaginea 'Venus' and 'Aphrodite'. Through a web search, I found that Wayside Gardens sold both of them. "What could have been more convenient?" That is where I went wrong! My package arrived today; I am disgusted. The 'Venus' which cost $19.95 was 75% rotten with two very small viable axillary buds. It was not worth my time to plant. The 'Aphrodite' which cost $12.95 was so small that I barely found it amoungst the tightly wadded wood shavings. The plant was actually two shreds of a plant comprising two miniscule crowns - both rotten.
I called the Customer Service number and complained and they promptly refunded my purchase price - but would not refund my $12.45 for shipping the dead plants. When I explained that I should not have to pay for shipping of items that I essentially did not receive - the agent said that it was not the policy of Wayside to refund shipping.
So the long and short of it - I paid $12.45 for two dead plants. I will never shop from Wayside Gardens. And that includes their affiliated companies such as Parks Seeds and Jackson & Perkins.
I have intentionally not read any of the other reviews yet, before I wrote this review.
I knew it was probably a shaky idea to order from such a catalog but I thought, what the heck, and ordered a few things that I didn't know if I could find at local stores.
They first charged my credit card immediately in full, and would not respond or tell me when the items were shipping. They have order checking on the website, which I tried and which they promised in an auto reply they would inform me in 24 hours of the status of the order. I did this three times and received no answer whatsoever.
I e-mailed them and they did answer in a few days, saying that this "years harvest was late".
Then they sent me two items, with 3 bulbs backordered. One plant was substituted without warning for another plant in which I have no interest. The plant rootball (the substitute plant) was smaller than the smallest plant you would buy from a local nursery, at twice the price! It is like a "plug".
The two things I received were VERY small, and along with the expensive above average shipping cost (the box weighed 1 lb) was a very poor value overall. I feel mostly ripoffed. Hopefully they will send the exact bulbs instead of substituting whatever they have extra on stock, but I don't trust them. I don't know if they refund. Don't order plants from this place. I have ordered from many places on the internet, and I've never had such shady service as Wayside.
On October 21st, 2008, noki added the following:
They sent me an answer to an e-mail.... apparently they do not refund you credit card, they may just issue credit, so you would have to make another order to claim a refund.
The living plant I got was pathetic and barely alive, sort of a "you gotta be kidding" type of reaction. Not worth the bother arguing with them over a few dollars, they would never refund the $20 in shipping anyway (also, I upgraded to Fed Ex 2 day when I ordered, they sent it USPS Priority a month later, substituting the shipper also?). I know now to never bother ordering from them again. On December 5th, 2008, noki added the following:
More than two months later and snow on the ground, they still had not shipped my bulbs so I complained again about this order and they actually refunded all my money.On Oct 20, 2008, Wayside Gardens responded with:
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On Oct 24, 2008 1:56 PM, Wayside Gardens added:
I have reviewed your above posting and I am seeking the opportunity to address this matter. Unfortunately, the information contained within was not sufficient to locate your order in our database. In order to rectify the problem I must request that you e-mail us with your billing information, including zip code and order number if available.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]"
I am a 3rd generation Wayside customer who grew up with the Wayside catalog being treated as the gardening bible. Had many informative conversations with the Wayside customer service department in my younger years but since Parks took over EVERYTHING has changed. At first I excused them because of the transition but after so many disastrous orders and the increasing prices as the plants got smaller I have completely stopped ordering from any of the Parks family companies.
My mother and I truly miss what Wayside was.
On Oct 15, 2008, krista_co123 Littleton, CO wrote:
I ordered a bunch of plants from Wayside several months ago, which were supposed to ship at the beginning of September. It's now mid-October and I've had to cancel the remaining pieces of the order as they're still on back-order and it's getting too late to plant. (unfortunately, I hadn't discovered this page yet and probably would not have ordered from them had I seen the reviews)
Their website is useless for trying to track order status - "to be shipped" is a common status - ummmm, what does that mean? do you have them? are they in the shipping room now? (no, this typically means they are on backorder) "in stock and reserved" is another goodie - if you have them and it's past the shipping date, why haven't you shipped them???? If it is after hours, it asks for you email and they will email you the status. I probably pushed that button on 6 different occasions and have never rec'd a communication from them. You will not receive shipping notices either.
The plants that I did receive were really in awful condition. Some columbine with mold on them. Daylilies with no foliage. Penstemon with a single stalk and little to no leaves. I ended up just outright tossing some of these miserable little things and hitting the 50% off sale at the nursery instead.
The last of my plants are on their way (supposedly) and guess what? They're substitutions! Not what I ordered. I'm not happy about it as the colors are an important part of my selections. For example, I'm being sent a yellow potentilla instead of the red one I had ordered, which is going into a garden space that is focused on red/pink/purple flowering plants.
Anyway, I will not order from wayside again.
On Oct 15, 2008, Wayside Gardens responded with:
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On Oct 24, 2008 1:55 PM, Wayside Gardens added:
I have reviewed your above posting and I am seeking the opportunity to address this matter. Unfortunately, the information contained within was not sufficient to locate your order in our database. In order to rectify the problem I must request that you e-mail us with your billing information, including zip code and order number if available.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]"
On Oct 11, 2008, saraember Port Orchard, WA wrote:
I ordered four things in July. The total was over $60.00, which was immediately charged to my credit card. In August, I called about my order and was told it would be shipped the first week of September. I asked "customer service" (oxymoron in this case) to pass along my concerns about being charged before shipping and she curtly replied she would not - that I had to go to the website to make the complaint. By late September, I had not heard from nor received anything from Wayside Gardens. I contacted them through email and was told that they would be shipped the week of September 29. My order still did not arrive - but no emails or notices regarding the delay. Finally in early October, I called "customer service" and was told that two my items had been shipped the day before and she had no idea when the others would be shipped. Again, the representative was curt and unfriendly - no apologies at all. I said I wanted to cancel the rest of my order and have my credit card credited. She said she would do this, but given all of their misrepresentations to date, I suspect I will have to fight for it. When I finally received the partial order - it was after we've had frost and the plant looks dead. And to top it off - they've now added an extra $3.00 fuel surplus charge on the shipping! Shipping was almost as much as the measly little plants I received. Needless to say, Wayside will not be getting any more business from me.
On Oct 11, 2008, Wayside Gardens responded with:
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On Oct 24, 2008 1:54 PM, Wayside Gardens added:
I have reviewed your above posting and I am seeking the opportunity to address this matter. Unfortunately, the information contained within was not sufficient to locate your order in our database. In order to rectify the problem I must request that you e-mail us with your billing information, including zip code and order number if available.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]"
On Oct 10, 2008, AGGardener Arroyo Grande, CA wrote:
I ordered 3 Heucherella 'Stoplight'. My account was charged on 7/1/08 and I didn't receive the plants until 9/18 (I understand they can only mail certain times but they should charge when the order is processed) . Mailing time was half-again as long as most companies. When the order came the plants were plug-sized with three leaves each of about 1/2 " diameter. I have had problems with Wayside before - mostly with the size of their plants, but this is ridiculous. It will take me a year to get them to a size I can plant in my garden, if they survive! And they charged me $41.95 for the three.
On Oct 10, 2008, Wayside Gardens responded with:
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On Oct 24, 2008 1:53 PM, Wayside Gardens added:
Dear Gardener,
The majority of our plants are 1 year old specimens. The Heuchera Stoplight was to be shipped in a 3 inch container, and be about 2-4 inches high when received. We apologize that you are unhappy with your product. Unfortunately, the information contained within was not sufficient to locate your order in our database. In order to rectify the problem I must request that you e-mail us with your billing information, including zip code and order number if available.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]"
I ordered two different Gaillardias on-line. When I received them, one looked marginally OK--mostly drooping yellow leaves, but it is Fall--but the other variety was nothing but green slime above the root line. And the roots didn't look so good either.
I wrote an email asking for an explanation and/or a replacement. After a week of no response, I sent another email. Again no response. Finally I called. The operator I spoke with said nothing about the slime other than they were out of that variety. I was promised my money back for that plant. Hopefully that will be the case, but I will not do business with them again.
On Oct 9, 2008, Wayside Gardens responded with:
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On Oct 24, 2008 1:50 PM, Wayside Gardens added:
I am concerned that I have not yet resolved the issue at hand and would like an opportunity to do so; however, I have not yet received a reply from you concerning this matter. Please contact us at your earliest convenience. Customer satisfaction is very important to us.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]
"
I ordered a siberian iris and two razzmatazz echinaceas earlier this year. After 3 -4 weeks I received a piddly bare root iris that was barely enough to plant.
I was told that the echinaceas were on back order: by reviewing this site I knew what that meant. It would be unlikely that I would receive them in any kind of timely manner, so I focused on getting a refund. Its about 6 months later and Im still waiting for that refund. Looks like Ill be waiting a loooooong time judging by what people say about their customer service. I wont be ordering from them again.
On Oct 7, 2008, Wayside Gardens responded with:
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On Oct 24, 2008 1:49 PM, Wayside Gardens added:
I have reviewed your above posting and I am seeking the opportunity to address this matter. Unfortunately, the information contained within was not sufficient to locate your order in our database. In order to rectify the problem I must request that you e-mail us with your billing information, including zip code and order number if available. We apologize for the delay in processing your refund, and hope to have this matter resolved for you as soon as possible.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]
"
I have purchased plants several times from this company and, up until recently, have been happy. Plants have arrived healthy and have done well in my garden.
A recent experience now results in this post. Earlier this year I ordered two toad lilies (pretty expensive compared to other companies). Wayside ran out so informed me they would ship later in the year. My purchase finally arrived a few weeks back. Two pathetic little plants, one already close to death - a stem devoid of leaves. SInce planting, one lily has dies and the other is not doing well. I emailed Wayside to ask for resolution. So far they have ignored my email. I just contacted them again and await a reply. If this fails, then my only recourse is to let the credit card agency handle it. A real shame. Others beware!!!!
On October 12th, 2008, BobPlant added the following:
I contacted "Jay Johnson " (the company representative responding in this thread) last weekend after my original post. I have still heard nothing from Wayside.
I guess they do not care. Maybe contacting their state's better business bureau is the next step.
Unfortunately, I discovered davesgarden.com and the rating page after I placed my order with Wayside. Needless to say, I was a little worried after reading all the negative commentary; however, Wayside was the only source I could find for a specific Hydrangea I was looking for. I placed my order on September 12 and continued to check the website for the status. My plants shipped on September 17, and on September 19, I emailed them requesting a tracking number. They replied 2 hours later and I was able to track my shipment through FedEx (I do think it's poor customer service that Wayside doesn't supply this communication to web customers). According to the FedEx website, my plants were scheduled to arrive that day (the 19th). I called FedEx to verify my shipment was on time and was told they (FedEx) had mistakenly put my plants on the wrong truck and they would not be arriving on the 19th. Since I was having them delivered to my workplace, that meant my plants had to sit in a truck all weekend long. I can't blame Wayside for that mistake. When I received the plants, they were packed well, and we're miraculously still moist. The plants are okay; they're a little small and the leaves are somewhat yellow with some blight, but this may be from sitting in a pot for too long. If I saw them in a local nursery, I probably wouldn't pay $20 a piece for them (maybe $10). Overall, they should be fine once they're in the ground and getting some nutrients. But after reading all the negative commentary, I probably wouldn't take another chance on Wayside Gardens.
I placed an order in August and after a month of waiting asked about the status of my order. I was told it would ship in mid-October, which doesn't work when you live in Minnesota. So I cancelled my order and requested a refund. They replied that I would receive merchandise credit. So I had to call them and so no, I want my money back. They charge you when you order- not when the order ships like they should (and most other mail order companies do). Also, this is just Park Seed in disguise.
Don't waste your money.
I have been ordering plants by mail, and later online, for over twenty years and have never received an order of such poor quality. I placed an order with Wayside Gardens for three specialty coreopsis. Based on the pieces of plant mixed in with packing peanuts, the plants were of poor quality before they were shipped. They were not secured in the shipping box, but rather just thrown in with the peanuts. The plants arrived as broken sticks. The company refused to refund the cost of the plants.
On September 18th, 2008, twb added the following:
addendum: Following a second request in which I stated I would review the company on garden webpages, the company issued a full credit to my credit card.
I ordered a couple of evergreen trees from Wayside Gardens on the same day I ordered from two other tree vendors. I received the orders from the two other vendors and started to wonder about the status of my order with Wayside Gardens. I looked at their online order status and it indicated that my trees were reserved but not shipped. I called their customer service number and spoke with someone about the status of my order. I was told that my trees would most likely ship within two weeks. The other two vendors that I dealt with had shipped out their items in just a matter of days. I also found out that my credit card had already been charged even though the items had not been shipped. Given this information, I decided to cancel my order. Unfortunately, I could not cancel my order online but instead had to call and speak again to a customer service representative. I'll be interested to see how long it takes to receive my credit.
On Sep 6, 2008, Wayside Gardens responded with:
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On Sep 18, 2008 1:16 PM, Wayside Gardens added:
I am concerned that I have not yet resolved the issue at hand and would like an opportunity to do so; however, I have not yet received a reply from you concerning this matter. Please contact us at your earliest convenience. Customer satisfaction is very important to us.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]"
Lots of people seem to beat uip on this company and other of the "giant" mail order nurseries. and adore the boutique nurseries. I have just the opposite experience in over 5 years of online ordering. Wayside has been responsive to my occasional crop failures with their products, by providing either refunds or replacements if contacted within the season of receipt. Yes there have been the occasional days in shipment and items on backorder, but never to the extent of really inconveniencing my planting plans
On the other hand I am in the midst of wrangling with several of the smaller firms some of whom make the highly positive list and one even in the 'TOP 30". They shall remain nameless for the present until I deternine if they will resolve the issues. One who shipped me
DOA plants and then could not replace the same plants nor refund
essentially forced me to substitute and when some of these substitutes failed would not replace or refund. Wayside has never
done this. Another boutique that shipped Allium bulbs which never came up insist I dig up the bulbs and report--on what I don't know. One e-mail to Wayside would have resulted in either a credit or a refund. Another boutique, whose $50 Daphne died slowly all season even though a second of the same planted nearby in the same bed flourished, has yet to even respond. Wayside is replacing in the spring a hydrangea that had the same problem. My conclusion: stick with the big boys. They can afford to correct their
mistakes.
On Sep 5, 2008, Wayside Gardens responded with:
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On Sep 18, 2008 1:15 PM, Wayside Gardens added:
I am happy to hear that you enjoyed our products so much.
We would love to forward your compliments; if you would send us your order information, we can let the appropriate department know that their efforts were recognized and appreciated. Please email me your zip code, last name, and order number.
Thanks again,
Jay Johnson
Customer Contact Department
e-mail:JJohnson@parkseed.com"
I placed an order on May 22 for a Knock Out rose after receiving an email from Wayside Gardens that said this item had become available for spring shipping. My credit card was charged June 4, but Wayside Gardens never sent the rose. From May 22 to June 19, Wayside Gardens listed this item as available for spring shipping. On June 19 Wayside Gardens even listed it as “Ships Now” on the web site. When it came down to it, Wayside Gardens had no rose to send to me despite all indications that this item was available in the spring.
I believe the Knock Out rose was sold out during this period even though Wayside Gardens listed it for spring shipping. This leads me to believe Wayside Gardens sold this item to me under false pretenses.
Wayside Gardens’ initial response was to ‘apologize for the inconvenience,’ of the backorder, which I thought was a pretty poor display of customer service. When I replied that I thought that wasn’t good enough, and that I wanted the problem corrected and explained, Wayside Gardens ignored my email.
When I sent another email in August, their new explanation was that the rose wasn't up to the nursery manager's standards and had to be backordered until fall.
In the eight separate orders I placed with Wayside Gardens and parent company Park Seed this year, three of these orders had items that were never sent even though each company had received payment.
If you order something from Wayside Gardens you have to expect a few things: Your plants will arrive much later than you would like. You might not receive any plants at all. They will not inform you if you will not receive your plants. You will be charged immediately for plants that may or may not be reserved for you. If you’re looking for quality customer service then don’t order from this company.
Expect a wide selection of plants from Wayside Gardens. Just don’t expect that you’ll ever receive them.
Marsha R.
On Sep 4, 2008, Wayside Gardens responded with:
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On Sep 18, 2008 1:13 PM, Wayside Gardens added:
I have reviewed your above posting and I am seeking the opportunity to address this matter. Unfortunately, the information contained within was not sufficient to locate your order in our database. In order to rectify the problem I must request that you e-mail us with your billing information, including zip code and order number if available.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]"
They haven't made me so mad that I don't still order from them occasionally, when they have something I really want. They often have unusual varieties that you can't find easily elsewhere. But in general I am not happy with their service. Very often the plants don't arrive right away; on several occasions they have not arrived for 6-10 months after I ordered them (with no initial indication that there would be a delay). They do not communicate well; I don't receive notices when plants have shipped, which would matter less if they shipped promptly. But since they don't, this is a problem. (You can check your order status on their web site, but it is not always accurate and anyways who wants to do that every other day for months on end? It's depressing.) I just returned home on Aug. 25 from a one-month vacation and found that a clematis I ordered back in April (and was later told it would arrive in the fall) had arrived while I was gone, and was wilting in its box. (It survived, but would not have lasted more than another day or so.) If they had just sent me an email (like every other company I use) saying the plant had shipped, I could have asked a neighbor to come over and unpack it. On the positive side, they do replace or refund plants when there is a problem, and the plants are generally healthy.
On Sep 1, 2008, Wayside Gardens responded with:
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On Sep 18, 2008 1:11 PM, Wayside Gardens added:
I would like to further research your above posting. To do this I must request that you please e-mail me with your full name and address. If applicable please provide an order reference number. Thank you.
Jay Johnson
Customer Contact Department
e-mail:JJohnson@parkseed.com"
On Aug 30, 2008, emily_c Dripping Springs, TX wrote:
I've ordered from Park and Wayside several times over the years and have always been pleased with their products until this year. In April I ordered seeds and plants from Park (order # 5279899) and plants from Wayside (order # 5280715). Park split the order and shipped the seeds very promptly and I have no complaints about that. However, both companies were a problem in regard to the plants. I checked the order status online occasionally but it really isn't that meaningful other than saying some plants would not be shipped until fall, but I couldn't tell when they were going to ship the others. After nearly a month with no plants received and as the Texas weather was getting hot, I sent an email to each company saying where's my stuff? Then they finally shipped some of the plants at the end of May when it was around 100 degrees. The plants were much smaller and of poor quality, not at all what I was used to getting from either company, and some did not survive. Company communications are poor. I'm still waiting to see what they do with the fall shipments of the remaining plants; their online order status feature didn't tell me anything meaningful tonight. I had recommended these companies to a couple of colleagues at work and after I saw what poor quality plants they were shipping this year, I contacted my colleagues again and told them not to buy from these companies and why. I'm not sure what happened at these companies in the last year, but I'm no longer recommending them to anyone and I have shifted my gardening purchases elsewhere where the plants are better and the staff are more easy to deal with. I have a busy work schedule and don't want to spend my limited gardening time dealing with mail order problems like this.
I too ordered from wayside and parks, boy I did not know they were the same. After my order from wayside was received I too had called at the end of the season and was told to wait. When the next season came I called and was only issued half credit, Even after I explained to customer service that I had called and was told to wait I order too many plants from them.I ordered from Parks too shipment came in fall did not bloom this spring knowing that there is an a affilliation. I don't know if i want to bother. But I will try anyway.
On Aug 29, 2008, Wayside Gardens responded with:
"
On Sep 18, 2008 1:05 PM, Wayside Gardens added:
I am concerned that I have not yet resolved the issue at hand and would like an opportunity to do so; however, I have not yet received a reply from you concerning this matter. Please contact us at your earliest convenience. Customer satisfaction is very important to us.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]"
On Aug 21, 2008, Flowergrower123 Lockport, IL wrote:
Worst online company I have ever delt with. I have filed a complaint w/the BBB against them. I ordered online with them for a plant. They charged my debt card instantely. I was also charged for Fed. Ex 2 day shipping . Then I called them no plant. (Their web site said available to ship).I emailed them they said they did not have it not until Sept. I asked for my money back. Next thing I new they went ahead and shipped it . I received it dead.I called them and told them. I said I just wanted a refund. plus the Fed Ex express shipping they charged me for which, I never ordered. Then I get an email they are sending me another. I called and said "no" I just want my money. That was 2 months ago. I still have no refund. I call and call ask for a manager/supervior. Cannot ever get one. This is the only company I have seen where you call any time of the day/night and there is no sup/or manager around. per their customer service people.I find that hard to believe that that company runs with no manager/sup/owners ever there. They keep saying my refund is coming it will take a couple of days This has been going on for 2 months.No sup//mang will returns calls. I leave messages on the company voice mail for one to call. Nothing.!!! Everything time I call its the same old story. You"ll be getting it soon. I filed a complaint with the BBB. More people should against them.
I know I will never see my refund. They also stopped returning my emails I sent.
On August 21st, 2008, Flowergrower123 added the following:
ADDED ON WAYSIDE GARDENS HERE IS MY ORDER NUMBER AND ZIPCODE AND DO NOT POST YOUR USUAL SCRIPT WRITTEN REPLY ABOUT LACK OF ORDER INFORMATION SO THEY CANNOT HELP.
HERE IS MY ORDER NUMER AND ZIP CODE:
ORDER NUMBER: 5384178
ZIP CODE 60441
NOW LET SEE HOW YOU DEAL WITH THIS SITUATION. On August 21st, 2008, Flowergrower123 added the following:
Anyone that has had "bad business" with them should go to the BBB.com and file a complant against them. There is no charge. I looked them up first on this website and there was no neg. complaints on them. So thats why I ordered from them. I am shock to death at all the neg. this company has after finding this site. I wish I found this before. I am the first to make a formal complaint against them. I hope others will do it. Maybe they will practice their business more honestly and professionally if they get enough complants I know I am going keep filing complaints with the BBB until I get my full refund!!!!!On August 21st, 2008, Flowergrower123 added the following:
I have also filed a complaint with the FTC bureau of Consumer complaints. By law any refund must be funded in a reasonable timely manner. This is by far not a timely manner.
On Aug 19, 2008, soylentqueen Jamaica Plain, MA wrote:
This is the letter I'm sending off to Wayside today, regarding their terrible customer service and their disengenuous return policy:
To whom it may concern:
I would like to relate to you the poor customer service I received from Wayside Gardens on Aug. 19, 2008.
I ordered from Wayside two irises in fall 2007: Louisiana Iris "Black Gamecock" and Iris siberica "Jamaican Velvet."
Bloom time includes early summer for both. Neither bloomed. Only a pitiful amount of green emerged for one, Black Gamecock. Black Gamecock was planted in light shade; the catalog description specifies sun/light shade. Jamaican Velvet was planted in sun, also per the catalog description. Both were planted in soil that had been enriched with cover crops and which boasted otherwise healthy, blooming plants.
When I called to ask for replacements or a refund, I was told the refund period expired in May, since I had ordered them in fall 2007.
It obviously makes no sense to expect a customer to request a refund months before a plant's stated bloom time, now does it?
I would also like to quote your guarantee back to you. Please notice that it does not specify a time limit of half a year for its refund policy: "All products to be high quality, true to type, shipped properly, and to perform as advertised. If this is not the case, notify us as soon as possible, and we will gladly resolve the issue, offer gardening advice, or provide a merchandise credit. Please understand that we cannot accept responsibility for the results of extreme weather, neglect, unforeseeable acts of nature, or ignoring our hardiness zone recommendations."
I told the customer service representative that I was disappointed in Wayside's policy, particularly given the competition's more generous refund policy. Mind you, I'm not an expert on refund policies. I've only requested a refund once, from White Flower Farms. But when I did, they were apologetic and prompt in issuing me credit. I remain a loyal customer and a big fan of White Flower Farms because of their fine customer service and many other reasons.
I asked the customer service agent for Wayside Gardens if she was aware of White Flower Farm's policies. She said she was not. I told her I considered this another mark against Wayside Gardens. I asked her if she was aware that the policy would cost Wayside a customer. She said she was but that she could do nothing for me. I asked her where I could register my feedback on this issue. She said she would see that my dissatisfaction was known.
Then she hung up on me.
Appalling. Simply appalling.
You have lost my respect, and you have lost a customer. One who is a Master Gardener and will be teaching in a Master Gardener course this coming fall and spring. One who will not fail to point out this incident to new gardeners.
On Aug 19, 2008, Wayside Gardens responded with:
"
On Aug 19, 2008 12:37 PM, Wayside Gardens added:
I have reviewed your above posting and I am seeking the opportunity to address this matter. Unfortunately, the information contained within was not sufficient to locate your order in our database. In order to rectify the problem I must request that you e-mail us with your billing information, including zip code and order number if available.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]"
I was very excited to place my very first orders with Wayside, but now I am wishing I stuck with Home Depot. They are now claiming there is a time limit on their "Guarantee" which is not posted on the website, nor in the materials packed with the plants, nor in the catalog. I was told, when I emailed right after shipment about the bedraggled dead plants to wait (no mention of a time limit). I waited, and now I am being told I waited too long and am out of luck. I am stuck with expensive dead plants, and no refund/replacement/credit, like I was promised by their glittering "Guarantee". I want my $82.48 back, as I was duped by pretty pictures and an empty promise.
On Aug 15, 2008, Wayside Gardens responded with:
"
On Aug 19, 2008 12:37 PM, Wayside Gardens added:
I have reviewed your above posting and I am seeking the opportunity to address this matter. Unfortunately, the information contained within was not sufficient to locate your order in our database. In order to rectify the problem I must request that you e-mail us with your billing information, including zip code and order number if available.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]"
I ordered plants from both Parks, (2 bulbs, 2 tubers, 2 plants and seeds) and Wayside Gardens (15 plants) this year. Seeds from Parks were fine.
The Parks order arrived in March when we still had snow on the ground--OK for seeds, but not plants. The 2 plants were sickly. I called to complain that that was too early for plants--on 8/11 they have no record of my call. The Hemerocallis roots never sprouted after planting, the Gaillardia and Papaver plants were sickly and never recovered on planting--they were dead. They will not replace or credit me for these plants because they have an unposted warranty that expired on June 1.
The Wayside order was shipped 4/30 and on arrival I called to complain about a number of the dead looking plants. They were all planted on arrival. The hemerocallis, which had black, rotted leaves atop the roots, never sprouted. The trillium was rotted on arrival and never grew on planting; The Athyrium Felix Femina 'Frizzelliae' was rotted on arrival and never recovered. The Aracbiudes 'Simplicior variegata' also was rotted on arrival and never recovered. Since then many of the others which were black on arrival did recover, but are still small. The Leucanthemums arrived in the best condition and have bloomed. They will credit me for the first four items mentioned only because of my call.
However, nowhere is their policy on the one month replacement/credit visible on the website or on the packing slip. Not only is the material very poor quality (unfortunate, since the variety is excellent), but their application of policy is unethical.
I recommend 1) better growing technique and 2) better packing and shipping practices.
On Aug 11, 2008, Wayside Gardens responded with:
"
On Aug 19, 2008 12:35 PM, Wayside Gardens added:
I have reviewed your above posting and I am seeking the opportunity to address this matter. Unfortunately, the information contained within was not sufficient to locate your order in our database. In order to rectify the problem I must request that you e-mail us with your billing information, including zip code and order number if available.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]"
On Aug 5, 2008, PaulTygielski Huntsville, AL wrote:
I ordered a yellow Butterfly Magnolia in 1999 for my wife as a Mother's Day gift. Total cost was about $70. The gift never bloomed. We were both disappointed.
I called back in 2002 and talked to a horticulturist and later to a Mgr named May Jo who sent me another tree. It didn't bloom either.
I called back in 2004 or 5 and a horticulturist told me to spinkle a particular type of bloom enhancing fertilizer around and under the tree and wait two seasons for it to take affect. I applied the fertilizer, scratched it in, watered the tree and waited. Still nothing.
I called back 18-Jul-2008 to ask for further help. The lady said we won't send another replacement. I said I don't want another one. I want the one I have to bloom. Its just a big green bush taking up space that could be devoted to something that blooms. She asked if I wanted to speak to a horticulturist. I sighed and said yes. No one called.
I called back 04-Aug-2008 and the operator found me a horticulturist. I think his name was Bob. I relayed the story to Bob and all he could say was, in summary, I don't believe you. He claims he has never heard of one that doesn't bloom. He was trying to tell me I was out of luck and it was too late for a refund. I asked when in the history of this transaction I should have asked for a refund. Bob didn't know.
I told him that I have 6 other magnolias of 3 different types in very close proximity and they all bloom. I am extremely patient, but Bob's attitude just blew me away. I asked to speak to a mgr and Bob took my name and number and said one would call me back.
I am patiently waiting......................................
On Jul 28, 2008, mplsgardener Minneapolis, MN wrote:
In September of 2007 I ordered 2 plants from Wayside: 1 Butterfly Blue Scabiosa and 1 Asclepias Tuberosa (Butterfly Flower). First off, I did not receive an e-mail confirmation of my online order, which was rather irksome, and when I e-mailed to ask about it, there was no reply . Then, when the order arrived, the Asclepias Tuberosa was backordered. The invoice did not indicate if it would arrive later that fall or in the spring. When it did not arrive in the fall, I figured it would arrive in the spring. Wrong: spring came and there was no plant and no communication explaining why it hadn't come.
So I e-mailed customer service and asked for a refund. Since the shipping for both plants was $9.95 and I never would have purchased a $6.95 plant and paid $9.95 for shipping, I asked for a refund of the plant cost plus half of the shipping ($12.92). On June 20, I was told I would get a refund of $10.95.
I have not yet received that refund.
Plus the Butterfly Blue Scabiosa never came up in my garden. :-( Which could be my fault, or the weather's fault, but it adds to my disappointment.
I found my experience shopping at Wayside unsatisfactory.
Edith Carlson
On August 6th, 2008, mplsgardener added the following:
After further interaction with Wayside, I have been refunded the amount for the Asclepias Tuberosa plus the total shipping of $9.95 for the order. This was an adequate resolution to the problem.On Jul 28, 2008, Wayside Gardens responded with:
"
On Jul 28, 2008 3:49 PM, Wayside Gardens added:
I have reviewed your above posting and I am seeking the opportunity to address this matter. Unfortunately, the information contained within was not sufficient to locate your order in our database. In order to rectify the problem I must request that you e-mail us with your billing information, including zip code and order number if available.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]"
On Jul 16, 2008, tennesseetomato Knoxville, TN wrote:
My family has been ordering from Wayside Gardens for decades. They are a mail order operation so yes the plants will sometimes appear puny and wilted upon arrival. But they have an incredible selection and have always backed up their guarantee without question. They are a pleasure to do business with.
On Jul 16, 2008, Wayside Gardens responded with:
"
On Jul 16, 2008 3:56 PM, Wayside Gardens added:
I am happy to hear that you enjoyed our products so much.
We would love to forward your compliments; if you would send us your order information, we can let the appropriate department know that their efforts were recognized and appreciated. Please email me your zip code, last name, and order number.
Jay Johnson
Customer Contact Department
e-mail:JJohnson@parkseed.com"
I am an experienced gardener, have ordered successullly from other mail order nurseries. This was the first order with Wayside - I ordered and paid dearly for six plants and shipping. When the plants arrived - they looked dead, I followed instructions from Wayside and they never revived. I reported it to them in a timely manner - we have been sending emails back and forth for over a month and all I am asking for is a shipment of six healthy plants OR a refund of my money. They are really giving me the run around. They are offering a $10 account credit and to ship 2 of the plants "in the fall" - I wish I would have checked this website BEFORE I ordered - currently there are more negatives than positives. That is a really bad sign. I hope I will get some assistance from this posting. Thanks!
Following is some of the correspondence regarding this order:
Order # 5354067
Dear Jeanne,
Thank you for your follow-up message. It is always a pleasure to hear from our fellow gardeners.
Our records show that a credit has been issued for the Lily Black Bird that failed to grow and a replacement is on order for the two Buddleia's that failed to grow. This replacement is due to ship this fall, unless you would like these cancelled for a credit. Please accept our apology for any inconvenience caused.
If you have any further questions or concerns, please do not hesitate to contact us (number and address listed below). Thank you for gardening with Wayside!
Barbara
Wayside Gardens Customer Contact Team
1 Garden Lane
Hodges, South Carolina 29695
Telephone: 800-845-1124
Fax: 800-817-1124 http://www.waysidecs.com
email: info@waysidecs.com
-----Original Message-----
From: RFR327@aol.com
Received: 7/14/2008 11:08 PM
To: info@waysidecs.com
Subject: Re: # 5354067 Feedback Form from Wayside Gardens site [2640698:3343730]
Dear Barbara,
As I have said before, this was an offer of buy one lily get one free, so I was paying for 2 lilies and shipping for 2 lilies...........I paid for 2 lilies (in addition to 2 buddleias and 2 Heuchera ). I don't care if you don't send the exact items. Please just send me some flowering plants that might thrive here in Houston. That is all I am asking. A partial credit to my account is just not going to make me feel like you all are trying to satisfy your obligation.
As I have also said before.......I was billed for and had to pay $40 for the privilege of receiving a small box of 6 dying plants.......I am assuming you are a professional nursery and should know what plants will ship properly to where and what time of year is conducive to good results. I would really appreciate it if I might have something to show for this money...............I don't need to have the exact same things.......just something to put in my garden for the money I've had to pay.
If you will refund the complete and total amount to my account, then I won't feel so bad. I really don't think it's fair to take someone's money and not hold up your end of the bargain. I have ordered numerous times from mail order nurseries - always with great success. I just had never dealt with your company before. I have a friend who suggested I file a claim with the FBI Internet Fraud department - she said she had great success recovering her money in a similar circumstance.
I would rather not have to put you or I through all that bother. Please refund the total amount or send me 6 HEALTHY plants.........I don't see why that seems so unreasonable to you.
Thanks for your help in this matter.
Sincerely,
Jeanne Rhoten
In a message dated 7/14/2008 3:23:29 P.M. Central Daylight Time, info@waysidecs.com writes:
Dear Jeanne,
Thank you for your follow-up message. It is always a pleasure to hear from our fellow gardeners.
We do not have any replacements for the lilies. Please accept our apology. As a result, and in accordance with our Guarantee Policy, we have issued a credit to your account for $9.95, the price of the lilies. To redeem your credit, please call our Customer Contact department and place your order by phone. Ordering on-line will not redeem in-house credits. Please accept our apology for any inconvenience caused.
If you have any further questions or concerns, please do not hesitate to contact us (number and address listed below). Thank you for gardening with Wayside!
Barbara
Wayside Gardens Customer Contact Team
1 Garden Lane
Hodges, South Carolina 29695
Telephone: 800-845-1124
Fax: 800-817-1124 http://www.waysidecs.com
email: info@waysidecs.com
-----Original Message-----
From: RFR327@aol.com
Received: 7/14/2008 10:59 AM
To: info@waysidecs.com
Subject: Re: # 5354067 Feedback Form from Wayside Gardens site [2640698:3343195]
Dear Barbara,
I am really disappointed. I was not planning on ordering these lilies in the first place, I was talked into them by the sales person. I was going to order 2 buddleias and that's it - she told me if I ordered these lilies I would receive some free plants. She told me it wouldn't increase my shipping - that was incorrect. I was charged extra shipping because of the lilies and additional free plants - none of which survived.
I paid for 6 healthy plants and paid for shipping for 6 healthy plants........that is what I want. I don't want a $9.95 credit..........that's not going to get me much. I would appreciate it very much if you would just send me replacements for the lilies - I think that is the only fair thing to do. They are shipping the buddleias in the fall - if you want to wait to ship the lilies then, too - that will be fine. I really just want the plants I ordered.
Thanks for your help.
Jeanne Rhoten
In a message dated 7/14/2008 8:27:39 A.M. Central Daylight Time, info@waysidecs.com writes:
Dear Jeanne,
Wayside Order 5354067
Thank you so much for contacting us here at Wayside! We value our customers’ comments and questions very highly, and we appreciate hearing from you.
We are sorry to learn that item 7214 failed to respond as well as expected in your garden. Please accept our apology. As a result, and in accordance with our Guarantee Policy, we have issued a credit to your account for $9.95. To redeem your credit, please call our Customer Contact department and place your order by phone. Ordering on-line will not redeem in-house credits. I'm sorry we do not have any for replacing. Please accept our apology for any inconvenience caused.
Again, thank you for writing to us. If you have any further questions or comments, please do not hesitate to contact us (number and address listed below). And thanks for gardening with Wayside!
Barbara
Wayside Gardens Customer Contact Team
1 Garden Lane
Hodges, South Carolina 29695
Telephone: 800-845-1124
Fax: 800-817-1124 http://www.waysidecs.com
email: info@waysidecs.com
P. S. Don't forget the AlgoFlash! This all-natural fertilizer brings out the best in all your plants, and contains no harmful chemicals. Make the most of your garden with AlgoFlash! Click below to buy:
-----Original Message-----
From: RFR327@aol.com
Received: 7/12/2008 10:13 AM
To: info@waysidecs.com
Subject: Re: # 5354067 Feedback Form from Wayside Gardens site [2640698:3318314]
Dear Kelly,
I am so sorry to report the lilies have failed to perform. I planted them according to the directions included with each bulb. They have been in the ground for 3 weeks and have not shown any signs of growth. I am so disappointed. I have ordered plants from Jackson Perkins and other nurseries with great success through the years so I know it is possible to have successes from mail order nurseries. The only thing I can think of is these plants and bulbs must have been exposed to extreme heat at some point during their shipment. They arrived at my door in the late afternoon, but I was here and met the delivery man at the door.
I don't think it is fair I have had to pay close to $40 and don't have a single surviving plant to show for it. I know I am going to receive the buddleias in the fall, but I was so hoping to have something to enjoy this summer. Hopefully, you can replace the lilies with something that will thrive.
Thanks so much for your help........again, I am sorry for the failure.
Sincerely,
Jeanne Rhoten
In a message dated 6/13/2008 10:08:37 A.M. Central Daylight Time, info@waysidecs.com writes:
Dear Jeanne,
Wayside Order # 5354067
Thank you so much for contacting us here at Wayside! We value our customers’ comments and questions very highly, and we appreciate hearing from you.
Thank you for bringing this matter to my attention. I apologize for the condition in which you received your shipment and have noted your records. Due to storage and transit, we do find it is not uncommon for plants to appear stressed on receipt, as you indicated you are aware of this as well. Once planted, your plants should establish and grow for you. If the Buddleias or Lilies do not, please let us know right away so that we may make an appropriate adjustment to your order.
Free items are not replaceable and do incur shipping charges based on their original retail price, as do discounted items. We apologize if this was not clear when your order was placed.
Again, thank you for writing to us. If you have any further questions or comments, please do not hesitate to contact us (number and address listed below). And thanks for gardening with Wayside!
Kelly,
Wayside Gardens Customer Contact Team
1 Garden Lane
Hodges, South Carolina 29695
Telephone: 800-845-1124
Fax: 800-817-1124 http://www.waysidecs.com
email: info@waysidecs.com
P. S. Don't forget the AlgoFlash! This all-natural fertilizer brings out the best in all your plants, and contains no harmful chemicals. Make the most of your garden with AlgoFlash! Click below to buy:
> -----Original Message-----
> From: rfr327@aol.com
> Received: 6/9/2008 12:18 PM
> To: info@waysidecs.com; pkgarden@gmail.com
> Subject: RE: Feedback Form from Wayside Gardens site
>
>
> First Name : jeanne
> Last Name : rhoten
> Email : rfr327@aol.com
> Subject : Disaapointed
> Category : Other
> Message : Hi! I received my order (#5354067) Friday afternoon late - I was here when the Fedex truck arrived. This was the first time I had ordered from you and I was very excited to receive my order.
>
> I was expecting a larger container for the buddleia - the description said it would arrive in a quart size container....doesn't look like it would hold a quart. The plants leaves were yellow and it was very dry, I removed packing materials and watered thoroughly and placed it in the shade. This morning it still doesn't look good.
>
> The "free" Heuchera plants I received look like they are dead. The leaves are yellow and wilted. I think their normal color is yellow, but they should look alive.
>
> I haven't planted the bulbs yet, but they look like they are OK. There is moisture in the package so apparently they travelled OK.
>
> I was charged close to $40 for this order and all I really wanted was the buddleia.......the order taker talked me into ordering the lily bulbs so I would get the "free" plants. She said I would only pay shipping on the first item......any free ones would NOT add to the shipping. I was charged $14.45 on a $24.90 order - this doesn't make sense to me.
>
> I'm so sorry to have to report this to you - but I am not very happy with the order I received and the amount I paid for it. I'm an experienced gardener and would never have purchased plants at a nursery that looked like these looked when they arrived. I understand that shipping stresses the plants and I followed your instructions, but they haven't revived much in 2 1/2 days of being in the shade and receiving water.
>
> Thanks for taking the time to read this email - hopefully it might prevent this from happening to someone else.
>
> Have a good day!
>
> Jeanne Rhoten
On Jul 15, 2008, Wayside Gardens responded with:
"
On Jul 16, 2008 12:56 PM, Wayside Gardens added:
I have reviewed your above posting and I am seeking the opportunity to address this matter. I have sent an email to the email address provided in your responses with my resolution. Please contact us at your earliest convenience if our resolution does not suit you. Customer satisfaction is very important to us.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]"
I have always received plants of excellent quality from Wayside.
I ordered 6 azaleas last spring. 3 arrived in good condition, 3 did not. I emailed the company to let them know I would set out the 3 poor ones to give them a chance to leaf back out. They did not. I requested replacement early this spring. Then they told me about their replacement policy--their plants are guarantee for the growing season--that is from when you get them till the end of May! After several emails similar to ones described in earlier I replied I would no longer shop at Wayside. A manager replied and gave me a credit for the azaleas. Now I know their replacement policy, I will probably order less, even though I did get a credit.
On Jul 2, 2008, Wayside Gardens responded with:
"
On Jul 15, 2008 10:21 AM, Wayside Gardens added:
Dear bewyser,
We are sorry to learn that some of your Azaleas have failed to survive. I would like to further research your above posting. To do this I must request that you please e-mail me with your full name and address. If applicable please provide an order reference number. Thank you.
Jay Johnson
Customer Contact Department
e-mail:JJohnson@parkseed.com"
I ordered over $100 worth of plants in the middle of May using a promotion that promised free espress shipping. When no plants had come over a week later, I called and cancelled the order because I was going out of town for a while. They cancelled the order, but they had already charged my credit card. When I called after I got back because the refund hadn't been posted yet, they said it was a "process" and would take 30 days. It is now the first of July and they still haven't posted my refund. I am pleased the purchase was on a credit card that willl support me in disputing this charge.
In the mean time, I ordered plants from Bluestone which arrived three days after I placed the order and looked gorgeous. No more Wayside.
Alice Cassman
On Jul 1, 2008, Wayside Gardens responded with:
"
On Jul 15, 2008 8:58 AM, Wayside Gardens added:
Dear Alice,
We apologize for the delay in processing your refund, and assure you that this is not our typical level of service. If you would please provide us with your order number or complete billing address, we can look into this matter for you and determine the status of your refund to you credit card. If you cancelled the order in May, then I am assuming there is a problem, as it normally does not take two months for a credit to appear on your statement. Please provide us with the needed information and we will take care of this for you as soon as possible. We apologize for the inconvenience.
Jay Johnson
Customer Contact Representative
[e-mail:JJohnson@parkseed.com]"
