Burgess

You have to go to their policy page with a problem. There you discover that you must prove you even made a purchase from them by providing the original shipping label or proof of purchase from your bank. They shipped their product to your address which should be proof enough that you paid. All your information is already in their system. My shipping label was already in a 3 1/3 ft garbage can which means I would have to dump it all out to pick out the packaging with the label. Next time I will use this site http://www.theusanursery.com - look at their "Promises" page. Yes, you have to return the product, but at least they admit you actually made a purchase from them. They have better prices, too. Wish I'd looked at them when I was browsing. Yes, I received plants, but zero stars for their use of antiquated company policy. One star required just to post.

This company is nothing but a joke. I ordered 2 roses and the order came in a plastic bag and both "bushes" were broken in several places. I was told by the company to plant them anyway. So I did, and I wound up with bushes that were much smaller than they would have been, but they grew. When they bloomed, they weren't at all what I ordered... not even close. I emailed and they said I had to have my original shipping label. Why would I still have that?
Then after a little more back and forth with them, they agreed to make an exception on the shipping label if I provided them with my CC statement proving I paid for them.

Are you KIDDING me? Is this a JOKE? You want me to disclose all my financial transactions to you so you can verify something you should already have in your records? I mean, you keep records of your business, right? I even sent them my receipt in the email and they said they could only do it via snailmail. OK, now I know there's something wrong with these guys. I mean, who does business on the internet and won't take one of their own order receipts as proof? Just check it against your system to make sure it's accurate. No dice. They won't budge. Either I disclose all my financial information in my CC statement or I can't get the plants I ordered.

Nobody is this dumb. This business has to be a scam. I've now seen some of the other reviews on this site and one of them said that customer service said things had to be one via snailmail because the manager didn't use phone or email? Do they think we're morons? Who refuses to use a phone?

I order things from dozens of other sites all the time, many of them nurseries and I've never been treated this way. And I see that their customer service has come on here many times to say they're sorry and that they take pride in their customer service, etc. That's garbage. Nobody who takes pride in their customer service tells you to physically write them a letter because their boss doesn't ever use a phone or email. Nobody who has good service makes you save a shipping label for months on end until you're sure the order is right. Nobody who has good service expects you to dig up plants and pay to ship them back. Nobody who has good service expects you to disclose all of your financial transactions to prove you bought something when they should have a record of the transaction themselves. Nobody who's proud of their service sends live plants in a plain plastic bag so it can be crushed. Nobody who has good service takes weeks to answer an email.

This company is a fraud and I guarantee you that's why they have to do business under to many names. And I'm sure that someone from customer service will come on and give the same boiler plate crap about being sorry that things went poorly, blahblahblah. I don't care. If you were really sorry you would actually do something about it. I don't believe it for a second. I can see through that kind of cover-up. Get a negative review, and then go online and make a semi-contrite statement to make it look like you're actually handling the problem. It's the formula for controlling damage without having to do anything about it.

So Burgess, if you're thinking of writing a reply to this review, put it in a letter with a written copy of the review you're replying to and send it to the owners of this site.

Order placed March 2nd all items were in stock. I tried calling multiple times. Line always busy. Finally got through about 2 weeks ago, said they were waiting on one plant. It should be in week of 4/17, but he couldn't say it would ship 4/17. They don't send an email to say item shipped, it's just surprise, your items came while you were gone. However, that's not my case. It's 4/26 I'm still waiting for my "in stock" items. Have tried calling numerous times today. Line is busy. I will never order from this company again.

I ordered the "katchup n fries" plant. It came completely dead and broken. After reading all the below review and so many really bad review. I called the number on the order form... it was disconnected ( big surprise!) DONT ORDER FROM THIS COMPANY

I live in Wisconsin. I ordered some roses through this company. I received them on MARCH 1. Their site says they ship to the warmer states and the south starting in March. These plants should not have been shipped to me until the very earliest in April. When I wrote them to complain, they told me to "store them in a cool, dark location". I shouldn't have to store them. I expected them to be shipped at the correct time, and I would plant them then. I told them I not only did I not want to store them, I have no garage in which to store them. They told me I could return them. Why should I have to go through all this inconvenience and trouble for their mistake.

Wow, I had the same experience as most others. The plants arrived nearly dead. They were just seedlings, not well rooted plants. All ended up dying. They would not replace or refund my money even though I followed their directions and sent them the original shipping label, which makes no sense. I sent clear photos of the plants the moment I openend the package. They charged me for plants that I ordered, but never recieved. I had to work with BBB to get my refund for the plants they never sent me. The would not replacd the dead plants or refund my money. For some reason they sent me back the shipping label and told me to give the plants a year and see if they come back.

I ordered a couple apple trees, hydrangeas and grapes from Burgess. I thought the prices were excellent which turned out to be too good to be true.
Everything looked dead when it arrived (packaging was a white plastic shipping bag) but I'm familiar with dormant plants so I planted everything. I have a lot of gardening experience and was a little worried about them. The hydrangeas did ok but the apple trees and grapes never showed signs of life. I called the company to get a refund and they said they would only replace (probably with more dead stuff) if I sent the original shipping label. The original shipping label was on the white plastic bag that I didn't think to save because who does that? I kept my receipt though, which turns out to be useless. They said I should have read the disclaimer before ordering. I offered to send the dead stuff back as proof but they refused. Finally they said I could fax them copies of my credit card statement to prove I paid for them. In reality, we all know I paid for them because the order would never have been shipped! But I jumped through their hoops and sent the fax. Over 2 weeks later I get the fax back in the mail stating I need to send the original shipping label. :( I talked to my credit card company and they said my claim was very weak because I didn't send the dead stuff back (even though Burgess told me not to) and also because I was now over the 30 days. I have been played by Burgess. I feel violated and there's nothing I can do about it. Do not order from this company. Save yourselves! They suck.

It has taken me over 3 months to receive parts of my order. They never answer their phone, their website is down most of the time, owners are not from the US (Just had to be blunt), and they offered no refund or any kind of customer service. Over 90% of my order is still missing and they said my order would be shipped in 2 weeks from when I originally placed the order, which was over 3 months ago. After I had emailed them for several weeks, I received an email from them asking for an alternative address such as a PO BOX. Are you crazy. What are you going to send my a bunch of trees to my PO BOX? They also told me that I had to investigate why my own order which I never arrived. Plus they also were not helpful in giving me any kind of tracking number for my order. REALLY I AM NOT KIDDING. This company is the biggest joke and has fraud written all over it. The good news is that I put the charges on my military CC and sicking those guys on these yahoos. Leave the country or run a business with some integrity. Tired of these type of mom and pop shops that are more concerned about taking your money and essentially robbing you than making an honest living. If someone pays in good faith for a product, you should send them the product, otherwise that would be called fraud (among many other things as well). Based on the reviews and no recognition from the BBB, I can certainly see this company being a thing of the past soon. With no customer service, it is hard to have a lucrative and growing business.