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|On Apr 15, 2021, bulbmeister Gravette, AR (Zone 6b) wrote:
I don't care what their so-called 30-day warranty states, but for a premium price, I expect them to honor a request to replace a tree that was sent in the autumn and did not survive the winter. I won't be wasting my money on this nursery anymore. So much for supporting a nursery in my region.
On Apr 15, 2021, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
"On Apr 16, 2021 5:36 AM, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
We are very sorry this customer has lost his tree over the winter. Our nation experienced record cold temperatures which caused damage and killed not only newly planted plants, but many plants that have been established for years. Please know zone ratings are based on averages and not extremes. If you are in zone 7 and your plant is rated for zone 7, but your location experiences zone 6 or lower temperatures your zone 7 plants are going to be damaged or killed.
|On Feb 27, 2020, AmberWave Oklahoma City, OK wrote:
Posted on April 19, 2019, updated February 27, 2020
On February 27th, 2020, AmberWave changed the rating from positive to negative and added the following:
I've changed my rating to negative due to their lack of communication when I tried to cancel an order. No one seems to be there during normal business hours to answer the phone and no one is responding to emails. I have a feeling this will get their attention.
On Feb 27, 2020, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
"On Feb 27, 2020 7:52 PM, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
We are truly sorry for not following up as promptly as we should have with this customer. Our entire staff has been involved in several chores this week in preparation for this spring shipping, and unfortunately it caught us under staffed in the office. We normally respond within the same day and almost always within 24 hours. We value every customer and will use experience as a lesson to improve our communication.
|On Apr 29, 2019, cpl100 Reading, MA wrote:
Ordered a plant last summer. It didn't look good on arrival but I planted it as they said. It died in a little over a week....past their unreasonable return policy. And, of course, there are no signs of it coming up this year.
On Apr 29, 2019, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
"On Apr 29, 2019 11:45 AM, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
|On Jul 5, 2018, djrc Tulsa, OK wrote:
Don't bother buying from these guys. You get way overpriced dinks you can hardly call a plant. They're also covered in critters (bugs). Big box stores have WAY better size vs price and a heck of lot healthier looking stuff too.
On Jul 5, 2018, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
"On Jul 5, 2018 10:39 AM, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
We are sad to see this type of report from a local repeat customer that has picked up multiple plant orders in person from our farm without any complaint's. We give all pickup customers the option to cancel, or request switching any plants that do not meet their approval before purchasing. Two of the 9 plants were smaller than the others however the customer did accepted them at the time of pickup. Customer later filled out our "after purchase survey" and stated that the plant quality was Fair, and the value was, Fair. They also stated in the survey later found the same plants at a large box store at a lower price, but requested us to not contact them. They unfortunately posted this rating, never giving us the opportunity discuss the issues. We are easy to work and respect all customer's when given the opportunity to rectify any issues.
|On Jun 23, 2018, Fritz2 Ida, MI wrote:
I ordered a Blue Holly and three Maiden Grasses coming to a total $162.00. The plants looked very good out of the box. However, one Huron Sunrise did not make through the winter and the holly looked very pitiful. The Holly was $70.00 and the grass was $35.00 way over priced. Every other place on line, you can get then for $15.00 or less. I made contact with the company, they accused me of doctoring the photos. I did not. They told me they will get back with me, its been a week. Nothing! This company will not back up there warranty, do not trust them!
On Jun 23, 2018, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
"On Jun 24, 2018 5:20 AM, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
We have had positive email correspondence on going since customer first contacted us on June 13th. We responded on June 14th as normal with requesting some pictures. On June 15 we responded by asking the following questions. It appears the Huron Sunrise is alive in the picture next to the orange flag? And the Holly is also alive as it is green with some leaves on it. Unfortunately the customer took offense to the questions and responded with this email:
On Jun 24, 2018 6:20 AM, Sooner Plant Farm (Shop Smarter Shop Sooner) added:
Sorry I referred to Frank as Fred , my error!"
|On Jul 18, 2017, ncollin Royal Oak, MI wrote:
O ordered a small tree and two months later it died. They did not stand behind their product although their web site says they will one time. Save your money and buy elsewhere
On Jul 18, 2017, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
"On Jul 18, 2017 12:57 PM, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
Customer voluntarily chose ship now which was outside out recommended shipping schedule, which our checkout page clearly states if selected, would void all guarantees. We are located in Oklahoma and in April our plants are much greener and softer than in April in Michigan. For that reason we must recommend shipping times that would limit losses for both us and the customer. Unfortunately we are sorry this did not work out well for the customer or us.
|On May 21, 2012, AtlDave Atlanta,
United States wrote:
I have spent $323.54 on this order.
On May 21, 2012, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
"On May 21, 2012 7:29 AM, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
Dave, I'm sorry you are so discouraged with our company and had to post this negative. We have ship several thousand orders this season, and we really hoping to not have any red. This is very discouraging for us also!
|On Jul 10, 2011, enviroplanter Spring House, PA wrote:
I ordered a crabapple from Sooner last year. This year it didn't bloom (not necessarily a problem) but thus far has shown no new top growth. I finally decided to replace it and on digging it out discovered that there was also no evident root growth. It was planted and cared for the same way as all my others, from other vendors, which are doing great. Also had a problem last year with security on their website (which of course they denied) and they refused to delete my information from their records. Definitely will not order from them again.
On Jul 10, 2011, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
"On Jul 11, 2011 8:53 AM, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
|On Jul 5, 2010, djcounsil Bridgewater, NJ wrote:
I followed the planting instructions to the letter , but within weeks the bushes were showing signs of failing. I contacted Sooner Farms to find that after 48 hours, you're on your own--Too bad!! NO refund--NO replacements! You're stuck with dead bushes. I have been gardening for 30 years I am no neophite to planting so I would sooner( get it ) blame the growers than myself. Don't go near these people!!! Joyce Counsil
On Jul 5, 2010, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
"On Jul 5, 2010 3:04 PM, Sooner Plant Farm (home of Imagine Backyard Trees®) responded with:
I'm very sorry the plants did not survive. We clearly state in our guarantee: We guarantee the plants received to be true to type, healthy, free of insects and diseases and in good condition. If anything is wrong with the plants when they are received, we will without question refund or replace the plants. As stated in our guarantee and on the planting instructions included with every order is the Warning notice to contact us within 48 hours if anything is wrong with the plants and we will note the problem in our file. We without doubt stand by our written guarantee 100%. Also any orders placed on our website require the customer to check I agree to the written guarantee, before the order can complete. We are very upfront and clear about this.
|On Jun 22, 2010, Zercon Phoenix, AZ wrote:
Posted on May 20, 2010, updated June 22, 2010
On May 20th, 2010, Zercon changed the rating from negative to neutral and added the following:
Due to the excellent customer support and willingness to come to arrangement that works best for both the customer and the company I'm changing to Neutral.
1st: Contact was made prior to posting the comment. Possibly blocked thinking it was spam? We were able to resolve that issue.
2nd: Like the shipping instructions, keeping the customer informed and aware would limit confusion on plants that could develop symptoms of infections. Informing them in the order of issues as stated in the reply would have lowered my surprise and lead to a positive feedback because I would have been better prepared. Also providing cures or steps to correct issues with plants or trees which may occur after received would limit the customer having to research the issue and provide a better experience for the customer.
I hope this helps, and thank you for the support.
On June 22nd, 2010, Zercon changed the rating from neutral to negative and added the following:
As per our agreement on the phone they stated they would update their website to inform customers of the issue with the maples they were sending out being infected. They failed to add any notification to keep the customer updated to this issue.
Changing back to my previous rating as the tree has died and no update was found on their site as per phone discussion.
On Jun 22, 2010, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
"On May 19, 2010 7:41 AM, Sooner Plant Farm (home of Imagine Backyard Trees®) responded with:
Although this tree was inspected by the Oklahoma Department of Agriculture before being shipped , we cannot dispute the tree now has leaf spot. Leaf spot is a bacterial disease and the spores of this disease are present everywhere, on every nursery and in every garden. When conditions are favorable like cool /moist and rainy the spots will develop on plant leaves. Although this seldom results into a serious health problem the spots are unsightly and should be treated. We spray the nursery with fungicides to help control the disease, although in spring with continual cool wet rainy conditions, it is almost impossible for a nursery, landscape or garden to avoid any leaf spot. Unfortunately when we ship the plants in dark boxes this can cause the leaf spot to develop rapidly. The cure is a fungicide spray, avoid wet conditions especially at night and improving air circulation. We send a care sheet in each order and ask our customers to contact us immediately of any problems with the plants they receive. Unfortunately for us this forum, is the only correspondence we have had with this customer at this time. I will attempt to contact them by phone, in hopes to resolve this problem. We appreciate our customer comments both positive and negative as they both help us provide better products and services.
|On Jun 4, 2010, flowerpower66 Taunton, MA wrote:
Posted on June 4, 2010, updated June 4, 2010
On June 4th, 2010, flowerpower66 added the following:
Just received a response admitting there are some problems with record keeping of canceled orders.
On Jun 4, 2010, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
"On Jun 4, 2010 8:31 AM, Sooner Plant Farm (home of Imagine Backyard Trees®) responded with:
We are truly sorry this has happened, we are reviewing our canceled order procedures and making corrections to ensure this does not happen again.
|On May 28, 2009, tindallk Grinnell, IA wrote:
In Fall 2008 I placed and received an order for several grasses and Sedum. The Sedum are doing well but the majority of the grasses did not survive. When I contacted Sooner Plant Farms to discuss replacement, adjustment, I was told that they were not willing to do anything since they felt there was something with the conditions of my site. Since they were not even willing to provide some kind of an alternate solution, I will not be ordering from them in the future.
On May 28, 2009, Sooner Plant Farm (Shop Smarter Shop Sooner) responded with:
"On May 28, 2009 5:26 PM, Sooner Plant Farm (home of Imagine Backyard Trees®) responded with:
I reviewed this order carefully and came to the conclusion that nothing on our side could have caused all of 3 different varieties of grasses to die, other than being planted in late September in Iowa, at the shipping request of the customer as stated on their order. We do replace plants if there is any possibility that we could be responsible, and we are always fair and give the customer the benefit of doubt. In this case the customer never reported any problems with the plants until now 8 months later, in my opinion I believe the plants never had time to become establish before winter set in. Even though these plants are hardy in the customer’s zone, planting too late in the season can be a winter survival problem for any plants in any location.