On Apr 22, 2012, cooleybufo Bakersfield, CA (Zone 8b) wrote:
Posted on January 5, 2012, updated April 22, 2012
I had some trouble with a 'groupon' so I called Wayside's customer service. They took my order and said that it would be about an hour before they could check on the groupon and would call me back. 45 minutes later I received their call telling me that they had applied the coupon. Fast, Friendly. I will try to remember to come back and report on the plants when they arrive.
On April 22nd, 2012, cooleybufo added the following:
The plants arrived on time and in great condition, well rooted and undamaged. They have since grown well.
I ordered the Hartlage Wine spice bush, Daphne Odorata Maejin, and 2 Weigelias. The plants were packed well, of nice size, and arrived 2 days after my shipping notice. I was very happily surprised. The Weigelias had blooms and some flowers. Packed with invoice and instructions on care. I hope my future orders are as consistent quality and shipping.
I've used Wayside for years not knowing how many companies are out there. Their catalogs and on-line presence are beautiful. I always thought my 50%-75% success rate was my fault.
Then I found this site and realized how many choices there are. I never understood why Wayside would ship plants on a Friday. After all, they're going to sit for the entire weekend, but I figured that's just the way it was. But my most recent order convinces me there there are others who do it better.
Granted, $100 isn't that big of an order but I now realize plants don't have to be thrown in a box with styrafoam peanuts. They can be shipped on Monday so they arrive on Wed or Thur in great shape. When you order four of the same plant they can be of the same quality rather than two good ones and two duds.
There are better companies out there and I'm going to take my money where it gets the best value.
On Mar 21, 2012, bluemoon1948 Opp, AL (Zone 8b) wrote:
I have had good experiences in the past with Wayside so was quite surprised with this order and not pleasantly. My order was incorrect in that I ordered a Rose Bolero (white) but received a tree rose in a hot pink color. Other items in the order were dry and the Butterfly bush had broken stems,curled and brown leaves...not dead but obviously not doing well. I live in Alabama and it took 7 days to arrive. I emailed upon receipt my concerns...no response. about 4 days later I sent a second email...no response. it has now been 15 days since they said they shipped. I sent an email this morning letting them know I will be shopping elsewhere and how disappointing their decline and lack of customer service is. My garden budget is small so my order of over $100 was substantial for me. Live and learn I guess.
Posted on May 29, 2009, updated March 9, 2012
After almost 20 years of doing business with Wayside Gardens, I am saddened to report that they have turned into one of the worst catalogue companies in regards to customer service and quality of plants.
I ordered 3 passiflora. One was obviously dead, but I planted all 3 anyway. After about a week, they all turned black and pulled up from the rootball.
I immediately contacted WG. They did the standard "those plants are just dormant and in 4-6 weeks, they'll start growing!" Well, they did not, so I contacted them again. The poor little things were ONE WEEK in transit to me on a hot UPS plane/train/truck/whatever, as I live in California and the plants came from the east coast. It's a miracle they were even green, albeit withered, when I got them.
They sent me one plant. It is doing fine, but when I try to get the other two plants, they are now sold out. They tell me they'll give me a credit. I ask for a refund. Suddenly, my emails are not answered.
I wait a week and again email them, asking them for a refund, and letting them know that they're getting LOTS of negative reviews on the 'net.
I get a very snotty-toned email back from Josh, saying that if I would've asked for a refund, that's what I would've gotten, and that my money would be refunded in 3-5 "working days". I forward the original email I wrote to them, asking them to refund my money.
Well, it's been over two weeks now and still no refund to my bank account, PLUS they do not respond to any of my emails.
I agree with others in that their catalogues make great reference resources, and I will now be taking them to the local nurseries and asking the very nice people at said nurseries to special order plants for me.
It's very sad that after all the good experiences I've had with them, I guess Park Seed's buyout has brought with it some very bad customer service. Why the quality of their plants has gone downhill, I know not.
I notice that several negative reports on this website have been answered by a VERY lame cut-and-paste response from WG. They are not fooling any of us. I won't be surprised when this company goes "tats" (sic) up, as there seems to be very little they're doing to prevent this.
On March 9th, 2012, riv changed the rating from negative to neutral and added the following:
a couple years ago, i had the below bad experience with wayside, but i kept getting their catalogues and saw a magnolia "vulcan" in one of the recent ones. since i had this beautiful tree in a house i've subsequently moved from and they're really hard to find here, i decided i'd take a chance and order it. i also ordered 6 agapanthus "storm cloud" since my cairn terrier's aka registered litter name is storm cloud. i was nervous...really nervous.
i see from some of these comments here that they're still being idiots to an awful lot of their customers, but this time, to me, they were good. the pots the agapanthus were in were just packed with big, thick, healthy roots and, since i planted them, they're growing like weeds. but the best thing was the magnolia. it is about 4 feet tall with roots just bulging from the pot and has buds all over it for leaves. it's green and was packaged so well, as were the agapanthus. i expected the magnolia to be much smaller.
i had so many good experiences with wayside before park seed took them over, and i hope they're taking some of the negative things people are saying about them to heart. wayside have always had great, uncommon plants and i'd like to keep ordering from them.
i'm not changing from negative to positive yet, though. they've gotta do me right a couple more times, at least, before i do that.
I live in marietta Ga. and i was looking for the Edgeworthia "red Dragon' for it's fragrance and Wayside gardens seemed to be the only one that I could find that carried them . Very hesitant to buy because of the reveues on them but I did anyway. In about a week the plants came and i opened the box i front of the mail man and he stated that someone sent me dead plants. I emed. went in and called wayside to inform them of my displeasure about NO water and 2 sticks in a box. The lady that i spoke with was very friendly and very supportive about my concern and informed me that they would replace these plant right away. about a week the box came in and low and behold the plants were alive pretty good shape but NO water again but very good plants. I have since planted the two and i'm pleased not only with the plants( LITTLE HIGH) but also the service and i called wayside to state just that and that i would certainly be a customer again. Don't know why plants had no water both times unless weight issues.,but i will be using them in the future!!!
I ordered three, four inch potted plants from Wayside. Shipping was very quick, when I went to inspect the plants I found 2 of the 3 to be in good condition while one of my trumpet vines snapped at the top due to improper staking. I called customer service and they were happy to help with a replacement, no questions asked.
On Sep 24, 2011, KathyInSandiego Escondido, CA wrote:
Their packing of the plant materials is deplorable. The poor plants arrived at my house dead and completely squished. I've made several phone calls to their "customer service" and got absolutely nowhere. I cannot even get a supervisor to return my many phone messages. I'm considering reporting them to Consumer Affairs. AVOID AT ALL COSTS!
Posted on May 8, 2006, updated August 27, 2011
After ordering from Wayside in the past and giving them a neutral rating in my mind, this last one was their last chance. I've been able to accept their small plants and even allowed for the those that didn't survive in the months after planting. But this last order attempt I canceled before I even received it! Luckily I checked it's status online, since the order I placed had become a mess. I learned a collection of Toadlillies were no longer available and four items were cancelled! And they had added, (appearantly to make me happy), a few coral bells of the same species that I never would have ordered myself. After calling them they told me the toadlillies collection was sold out a month AFTER I placed my order! Who knows what happened with the other items that were cancelled! No one contacted me to let me know! If I hadn't have checked on the order I never would have known and I would have paid for items I wouldn't have wanted. This is NOT the way you run a business! Wayside deserves it's low ratings whether they think so or not.
On May 9th, 2006, Hummergal added the following:
I just received another Parks Seed Catalog which made me want to add to my comments. I just have to say that it surprises me how quickly a company can contact it's sister company in order for them to draw clients and yet not make that same effort to let an existing customer know that the majority of their order has been canceled. And from the comments I've read here it seems I am not alone in this complaint.On August 27th, 2011, Hummergal added the following:
On Aug 24, 2011, LoveForests FU United States (Zone 9b) wrote:
First of all... getting plants through mail should be a blessing!
If all nurseries stopped shipping plants through mail you all would be PISSED!
Second.... once the plants arrive at your house and are still green and you all put them into the ground, the nursery that shipped it to you is 'not' responsible for those plants. They are not responsible for the type of soil you have, the temperatures you have, the frequency of water, the constant direct sun you have those plants in.
I have never ordered anything yet from Wayside yet but the prices are outrageous! Probably because they do offer the latest stuff that are coming out. Unless you want the latest, I would go somewhere else. I have been drooling over the new Decadence series of Baptisia that are smaller than the typical 4-5 feet ones. I may just go for it when some of my flower beds are reworked!
(Of course the other expensive one is White Flower Farm)
On Jun 17, 2011, dyzzypyxxy Sarasota, FL (Zone 9b) wrote:
I have not ordered from Wayside for at least 2 years now. This was because of several bad experiences, poor plants being delivered, and sale offers not honored. The last straw was when I placed a large order, as they had offered a 40% discount at the end of the season for an order of $100 or more.
Several of the plants offered were back-ordered. I heard nothing for months, and e-mailed several times to be told that the plants were still not available. When the spring catalog arrived, there were my back-ordered plants, both in their catalog and online at full price, but they still did not send my back-ordered plants. When I e-mailed, I was told this was new stock, so a different product than what had been offered the previous fall. I guess they were selling the dregs at 40% off, and sure as heck weren't giving me the discount on a nice, healthy new plant.
I then requested a refund, as they had already charged me for the back-ordered plants. It took several weeks before I got a response, and weeks again before my credit card showed the refund. These folks have an excellent variety of plants, but I will never order online from them again because of this experience. If I'm ever in SC and could shop in person, I might visit their nursery.
Posted on January 20, 2007, updated May 23, 2011
I'm surprised to see negatives regarding Wayside. I have been ordering from them for the last 7-8 years and have had nothing but good luck with them. I read the remarks about shipping and leaving plants out in the heat, but if you have ordered plants, you should know that you need to keep any eye out for them. I just placed another order with them for the spring. I have had nothing but positive experiences.
On May 23rd, 2011, cabarnes changed the rating from positive to negative and added the following:
I'm now going to give them a bad review. I received an evergreen last year, that was expensive, and when it arrived you (and I'm not kidding, I'm very serious) needed a magnifying glass to see. I called them right away and the woman told me that they couldn't do anything just because it was small, that I needed to wait because it would grow quickly. It didn't grow, it disappeared, even though I put a marker near it so I could find it again. They refused to replace it. I then received some plants that arrived rotted and they told me to plant the roots, that a new plant would come up. I had to give them the benefit of the doubt, but nothing ever sprouted. 'They refused to replace it. Even after this I placed an order a month ago. A plant arrived snapped off and got the same story that I need to plant and something will come up from the root. Nothing is coming up and they aren't sending a replacement. It's the end for Wayside and me. My positive experiences are a thing of the past.On May 23, 2011, Wayside Gardens responded with:
On Feb 21, 2007 4:10 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.
Customer Contact Department
In April, 2011, I ordered on-line over $100 worth of plants (3 ferns, 2 clematis & 3 vinca minor) because of a promotion to receive a $50 gift certificate to use in May. When I went to check out there was also an opportunity to receive 20% off. I made sure that even net the 20%, I would spend at least $100 so as to receive the gift certificate. Well, I called "customer service" to make sure the order went through correctly. They told me I couldn't take the 20% discount, too, although there was no statement regarding this at the check-out menu. I asked them to go ahead and take off the 20% discount so I would get the $50 gift certificate. He told me he couldn't do that because the order already went through. I'm an accountant and I know this can be done. I spoke with the supervisor and she went ahead and sent me the gift certificate. Well, I was VERY disappointed to receive pitiful looking plants (the gift certificate came at the same time)! The fronds on the ferns were brittle. The clematis & vinca minor were supposed to be gallon-size, but looked like they were 4"-pot plants put in gallon cans. I called for a return authorization and was told to ship them the cheapest way for me, which was fine. I also said I would send back the gift certificate, but she said to keep it as it would make up for my shipping costs. So, I will use it on bulbs, but I will no longer order live plants from them. I found a gorgeous clematis almost 4' tall at a local nursery for less cost. I think I will stick to local nurseries in Oregon from now on!
Terrible customer service. The plant I received seems in good condition. I received a coupon with the plant and went online to order some other ones. I discovered the coupon had expiration date prior to when I received my plant. I called customer services which at first told me I couldn't not redeem the discount and then after I asked to speak to a supervisor I was told I could have a 10% discount and not the 15% my coupon said. I preceeded to place my order over the phone but the representative was so rude and unpleasant that I ended up deciding not to order from this company. They didn't seem to know what customer service is.
On May 1, 2011, gardenchik Robbinsville, NJ (Zone 6b) wrote:
After reading all the negative feedbacks about Wayside Gardens, I was a bit nervous about the quality of an order I placed. To my pleasant surprise, the plants were packaged very well and they were in great condition. The plants are in the ground now and they seem to be doing well.
JI ordered 12 First Arrival Peonie's last year. 8 of them are up nice and 4 no sign of life, I dug under there is no Root!! None!! I called them, they said there is nothing they can do , because I am in zone 3 and this peonie in there book any way is for z4. On the backof my book it says nothing about zone 3 , matter a fact the largest percentage of garden catalogues have me in z4, but she had to get irate with me, say it dosent matter what other's have me in there zone , its there zone that counts, and she didn't care if I ever ordered from them again. GREAT CUSTOMER SERVICE!!!!! I Guess I can take my business elsewhere, its probably the worst I have been treated.
I just received a rose bush, two potentilla shrubs and a silver fleece vine and the size and health of the plants were excellent. The plants were packaged beautifully and are as healthy as any I can buy at a local nursery. I have absolutely no complaints and am e-mailing the company with my compliments.
Posted on March 26, 2008, updated October 4, 2010
I have ordered from Parks both as a wholesale and retail customer for years. As far as shipping and germination I really dont have a problem, I do however think there are cheaper sources of seed out there. I guess if I had a complaint it would be the foil seed packets. They seem to create a static, and it is very difficult to get the seeds out especially if you want to sow 1/2 now and 1/2 later.
On March 26th, 2008, veryblessed added the following:
Sorry, This was for Parks not Wayside...But they are one in the same anyway. I did just receive some pretty expensive plants from Wayside. For the price I think there are better mail order choices out there as well, many in the Watchdog Top 30. The plants seem to be OK, one or two are still dormant, so we will see.On October 4th, 2010, veryblessed added the following:
Just received 3 Leucanthemum 'Banana Cream'. These were beautiful healthy plants, they were packaged well and shipped promptly.
I also ordered the Bloomerang Lilac bush which is relatively new and very expensive ($40+ with shipping) I received a two inch dead plant that the company said was "sleeping" and I needed to wait until a few months before they would do anything. I am an avid gardener and I know the difference between dead and hibernating. After waiting the suggested time and "babying" it, it was still dead. Interesting that the suggested time was after the time I could contest it on my credit card (90 days) By then they had sold out so could not replace it and would only give me a partial credit. I will never order from them again!!! RIP-OFF!
On Sep 11, 2010, NGW Farmington Hills, MI (Zone 5b) wrote:
Best nursery website around! Great variety, too. Quality and size of plants -- pathetic. I use Wayside Gardens website to research and view plants; then, I search them out on the web and order for some other mail-order nursery. I've learned...
On May 31, 2010, detroitspeed Detroit, MI (Zone 5b) wrote:
I looked all over for a Kerria Japonica shrub and Wayside was the only company I had heard of that had it. I am so pleased with my purchase! The plant arrived in great condition, very well packed in sturdy cardboard, and best of all the bush is about 3' (yes, that's feet, not inches) tall. I can put it straight into the garden instead of nursing it in a pot for a year as you have to with the usual tiny offerings. Less than $20 for a large shrub that is pretty hard to find is a great deal in my opinion. The $10 shipping was well worth it too considering the size and weight of the plant/pot.
Wayside Gardens has been my favorite mail order company for plants for many years. They haven't always been perfect, but they have replaced any plant that did not satisfy me. My garden is filled with their bare root roses. More than twelve years ago I visited their store and bought a wonderful pruning saw that I still use.
On May 5, 2010, omasuziq Greensboro, NC (Zone 7a) wrote:
Posted on April 20, 2010, updated May 5, 2010
I hadn't gardened for a while, now living in a NYC apartment. But when I did, Wayside was an extremely reliable source of unusual plant material (what I couldn't get in the garden center that I wanted for my garden).
I recently ordered from Wayside plants for a new garden I now have access to. I placed my order in February, was originally told the plants would ship mid- to late-March and was told today (after a second follow up call) that two of my three plant choices are in "back order." These same plants are still being sold on their Web site.
I don't mind that catalog/mail order suppliers may now outsource some of the plant propagation they used to do in-house. This was likely because it was too expensive for the amount of the plant material sold by each of them alone. Consolidation is not a bad thing, if both quality and supply is insured by the original supplier. That's where they earn their cut.
Right now, I am feeling as though I am squeezed because it's late in the season and my alternatives are fewer, both with alternative species and suppliers available.
If this is not the Wayside Gardens of old, I mourn its loss. And I'll report back on this site.
On May 5th, 2010, omasuziq changed the rating from neutral to negative and added the following:
It is May 5 and I have cancelled my entire (expensive to me)order, placed in February. Not a single plant has arrived and no firm targets were available for when they might arrive. I was able to find other sources for some of the plant stock, but had to make substitutions for others. This is not what you expect would happen when you start planning relatively early.
I ordered a Butterfly Bush "Miss Ruby" when it was on sale
and no shipping charges except $2.00. I received the bush today via UPS. I was very happy with its size and it looks very healthy. It was packed really well to prevent damage.
I would buy from this company again.
Despite reading the negative feedbacks for this company, I decided to give it a go and placed orders for plants not available at local nurseries.
No surprise, another NEGATIVE from this frequent online orderer.
The most expensive plant was the rebloomering lilac, Bloomerang from Proven Winners @ $24.95 + shipping/handling. It arrived as a 3" 'multi-branched' DEAD, crispy 'plant'. After several attempts at getting a response from the company and none being received, I am entering this problem here. The other plants were not remarkable but at least were alive and were planted immediately so they do have a fighting chance of survival.
I will NEVER order from this company again and urge you to look elsewhere for that plant you dream of having.
I have been a customer of Wayside Gardens for a few years, thinking they charge too much for their plants, but putting up with it because they offer things that are not always easy to find and they always sent large, healthy plants. This year however, upon ordering some that I needed to finish an area I started last year, I was astounded they had the nerve to charge me a $2.50 gas surcharge, on top of their basic shipping charges (for two lousy Astilbes)!
I have ordered many plants this year from different sources and no one has charged me a gas surcharge, even from places much further away from where I live; on top of which basic shipping usually was less than Waysides, with only one company being a few cents more.
I find this "gas surcharge" business to be code for "let's take advantage of our customers" and unless they stop this nonsense, I refuse to do business with them again. Wayside should be highly ashamed of themselves, especially in today's economy when people are struggling just to get by! A big fat NEGATIVE is what they get from me!
I have ordered from WG for the past few years, but I think this is the last time. I had to call last week to find out what was holding up two orders I placed in early February (they supposedly started shipping for my zone in mid-March). You cannot get any good information from their website. I found out that the order was being held up due to one plant being back-ordered, which was not obvious from the website ("not yet shipped"). I received the first shipment (minus the back-order) today - no email letting me know they were being shipped as in previous years. I have no clue when the second one will ship - website still says "not yet shipped" and it's getting late. I never experienced this sort of hassle in the past.
I received the plants I ordered from Wayside Gardens in several shipments. I am very pleased! After seeing some negative comments I was worried, but now I can't understand why people had complaints about this service. The plants were healthy and packed very well. Before I received my shipment I didn't really understand what size of pot or container I could expect--but after checking and then getting my shipment, I am really satisfied. Yes, I still buy at the local landscape and plant business, but I enjoy the extra diversity of Wayside. Three cheers!
I had looked at previous ratings and thought this was a good company. Based on my first experience, I will not order from them again. I ordered three new variety hydrangeas that were very pricey for their size. No local nurseries carry this variety, so I decided to go for it. My plants arrived mid-week. The packing was in good shape. Two of the plants were fine, but very small. One was badly mangled and obviously dead. I took pictures and emailed them to their customer service. No problem, they would send a free replacement---which arrived on a Monday by USPS. The replacement was also mangled and obviously dead.
Posted on April 14, 2010, updated April 19, 2010
I had the impression that this company had a fairly good reputation. As a first time customer, my experience unfortunately was far from satisfactory.
This spring, I ordered a relatively uncommon Japanese Maple (A. shirasawanum 'Aureum'). They were offering free shipping on all of their maples. Although fairly pricey for a one-gallon tree ($50), I decided to give them a try.
The problems began when they chose to ship the tree via UPS Ground at the end of the day on a Thursday which of course meant that it ended up spending the whole weekend in the UPS facility. When it finally arrived, it had been very poorly packed with numerous branches broken and the foliage looking very stressed from the time spent in a box. On top of that, even for a one-gallon tree it was very small.
When I contacted customer service via email, I was given their standard canned response that the tree would bounce back with no problem and to contact them if they could be of any further assistance. I planted the tree anyways and waited about a week with the foliage looking more unhappy each day. Finally, I again contacted customer service and explained my dissatisfaction with their product and asked for a replacement. This time they agreed to send a replacement. I asked for them to send it earlier in the week if possible to avoid this problem again. Monday of this week, I was told that it was "on the shipping floor" and would go out that day or Tuesday. It is now Wednesday and the replacement has still not shipped and it looks like it will spend another weekend in a UPS warehouse.
Overall, compared to other online nurseries I have ordered from, Wayside does just not seem to have their act together. With their highly then average prices, there are much better options out there.
On April 19th, 2010, bjohn1974 added the following:
Ok, so I finally received the second tree. Of course they did ship it on a Thursday so it again spent the weekend in the UPS facility. Not sure why it had to spend four days on their "shipping floor" before sending it out. This even though I was assured it would ship on a Monday or Tuesday. That being said, this one arrived fully leaved out and with brown spots on many of the leaves.
I was also surprised by something else. This tree arrived in a much taller box and when I first unpacked it noticed that instead of the 8" tall tree I was shipped the first time, this one was almost 30" tall! I thought that they had selected a better tree this time for me since it was a replacement. However, after I fully unpacked it, I noticed something unusual. Some of the leave were very different then the normal Aureum style. Many were greenish/red instead of yellow and much more divided. I then realized that all of the "strange" leaves were coming from two branches from the base. This was obviously a grafted tree where two suckers had been allowed to grow so large that they overwhelmed the grafted portion which was only about 8" tall. I'm not a tree expert at all, but it is amazing to me that I could realize this within minutes of opening the box but the "experts" who grew and shipped it did not. On top of that, it is also obvious that $50 is way too high of a price for a grafted tree which usually sells for less, especially since Wayside was not honest on their website and kept this information secret. Overall, I am now left with a very unpleasant view of this company. I will not order from them again.
On Apr 13, 2010, pgt Chalfont, PA (Zone 6b) wrote:
Posted on May 12, 2009, updated April 13, 2010
I was nervous ordering from Wayside b/c of all the negative comments. But, I have to say that I was extremely pleased with my experience. I ordered 3 Origanum rotundifolium "Kent Beauty", and they were packaged extremely well (they were packed by #26 if that makes a difference), and arrived in beautiful shape, and they arrived in the week that Wayside said that they would. I will try them again in the future. Very very happy.
On April 13th, 2010, pgt added the following:
It's April, 2010 now. And my Kent Beauties did great last year. They bloomed beautifully and were very healthy. And, they are back up, and looking great this spring! I would definitely order from Wayside again.
I have an entire garden ordered from Wayside gardens. Plants are healthy well packed and sent at the proper planting time. Twice in the last 10 years I complained that some of the plants did not do well. I was quickly sent replacements.
gardeners, please unite, & put this bad company out of business.they do not stand behind their(inferior) plants-can't blame them there,it's hard to stand behind pure trash.they have never heard of customer service or customer satisfaction,but their palms are always wide open to pick your hard-earned pocket money.steer clear of by- the -wayside gardens. YOU HAVE BEEN WARNED!
THE VERY WORST COMPANY EVER!
On Mar 29, 2010, cardinal988 Grand Rapids, MI wrote:
I am still trying to get plants which I ordered in 2006. I made the mistake of making a large order because I was thrilled with their selection. Stuff arrives dead, sick, substituted and cancelled. They issued a credit for $300+ at the end of 2008 for merchandise which they took payment for in 2006 and never sent. The items were ordered early, but I got out of stock notices and unacceptable substitutions. I received slimy plants and dead sticks. Every problem got it's own seperate credit issued. I was still going around trying to use the multiple credits they sent out when they didn't ship my plants at the end of 2009. They refuse to send a grab bag to use up the credit. When the plant isn't available, the money spent on shipping just dissappears and they send a credit for only the price of the plant. I also can not recombine the credits to make one order, each credit must be used and shipping paid, seperately. Only 2 items of that several thousand dollar 2006 order survive today and I still have 3 little tiny credits it would cost me more to use than ignore.