Burgess Plant and Seed/Gurney/EBurgess should not be in business. THE most unprofessional company I have ever dealt with.
On 5-21-23, I looked at the online catalog for Burgess Plant and Seed. I found a Crimson Rose and a Yellow Rose that I wanted. The catalog showed that both roses were in stock and ready for shipment.
I immediately ordered both and paid with my credit card. The order number for this purchase was #*******900. Burgess advised at that time, that the items would arrive at my home between 6-5-23 and 6-9-23.
On 6-10-23, I got on the Burgess website and checked my order. My order said that the items were available for shipping with an estimated shipping date between 6-12-23 and 6-17-23. I went onto my credit card account and saw that Burgess had debited my account for $58.18 on 5-23-23.
On 6-12-23, I got on the Burgess website and found that the items were still available but the shipping date had changed. The new estimated shipping date was 6-13-23 to 6-18-23.
On 6-13-23, I checked the website again and found that the items were still available with an estimated shipping date of 6-14-23 to 6-19-23.
At this time, I called their phone number *******761) listed on their website and talked to a customer service representative (I did not get his name). After a few minutes, I asked to speak to his supervisor and was transferred to "Robin".
Robin offered to refund the shipping on the order since it had been an extended period of time. He them said that it would take another 2 to 3 days for the roses to ship. I asked Robin if he had a supervisor and he told me that he had several supervisors. I asked him if I could speak to his supervisor and he transferred me to "Latasha" in Tennessee.
Latasha began by telling me about how great Burgess/Gurney was and that they had very few complaints. She then said that it is company policy that plants are not shipped until it is planting time for them. I told her that the roses I ordered showed that they were in stock and ready for shipping. She then told me that the order couldn't be shipped for 2 to 3 days.
After talking with Latasha, I went back on to the Burgess website and look on their catalog for the roses I had ordered on 5-21-23. I found that both roses were now out of stock. I did know if it meant no further orders would be accepted or if my order would not be sent.
On 6-16-23, I thought I'd check my order status on the Burgess website and was surprised. The order number (#*******900s) didn't show the roses on the order. The only thing on the order was "Sweet Corn Honey 'N' Pearl Hybrid Kit" and it had been cancelled.
I immediately called their phone number *******761) and was connected to a CSR name Ria. She had a very thick accent and I was unable to understand her. I asked where her call center was and she told me that it was in the Philippines. I told her that I was having a hard time understanding her and if she could transfer me to her supervisor. She put me on hold for a few minutes, then returned and told me no one was available.
I tried to get information on why the shipment was cancelled and why I was not notified by email. Since I was unable to communicate with Ria, I was not able to get that information.
It shows a severe lack of customer service to tell a customer that an item will be shipped and never ship it and ultimately cancel the order without telling to customer.
At this time, my credit card has not been refunded.
I will be posting this message on each and every "Review" website I can find. Burgess/Gurney should not be in business with the work ethic they have.
If something isn't in stock, say it isn't in stock and don't say it's available.
Burgess Plant and Seed/Gurney/EBurgess should not be in business. THE most unprofessional company I have ever dealt with. On 5-21-23, I looked at the online catalog for Burgess Plant and Seed. I found a Crimson Rose and a Yellow Rose that I wanted. The catalog showed that both roses were in stock and ready for shipment. I immediately ordered both and paid with my credit card. The order number for this purchase was #*******900. Burgess advised at that time, that the items would arrive at my home between 6-5-23 and 6-9-23. On 6-10-23, I got on the Burgess website and checked my order. My order said that the items were available for shipping with an estimated shipping date between 6-12-23 and 6-17-23. I went onto my credit card account and saw that Burgess had debited my account for $58.18 on 5-23-23. On 6-12-23, I got on the Burgess website and found that the items were still available but the shipping date had changed. The new estimated shipping date was 6-13-23 to 6-18-23. On 6-13-23, I checked the website again and found that the items were still available with an estimated shipping date of 6-14-23 to 6-19-23. At this time, I called their phone number *******761) listed on their website and talked to a customer service representative (I did not get his name). After a few minutes, I asked to speak to his supervisor and was transferred to “Robin”. Robin offered to refund the shipping on the order since it had been an extended period of time. He them said that it would take another 2 to 3 days for the roses to ship. I asked Robin if he had a supervisor and he told me that he had several supervisors. I asked him if I could speak to his supervisor and he transferred me to “Latasha” in Tennessee. Latasha began by telling me about how great Burgess/Gurney was and that they had very few complaints. She then said that it is company policy that plants are not shipped until it is planting time for them. I told her that the roses I ordered showed that they were in stock and ready for shipping. She then told me that the order couldn’t be shipped for 2 to 3 days. After talking with Latasha, I went back on to the Burgess website and look on their catalog for the roses I had ordered on 5-21-23. I found that both roses were now out of stock. I did know if it meant no further orders would be accepted or if my order would not be sent. On 6-16-23, I thought I’d check my order status on the Burgess website and was surprised. The order number (#*******900s) didn’t show the roses on the order. The only thing on the order was “Sweet Corn Honey ‘N’ Pearl Hybrid Kit” and it had been cancelled. I immediately called their phone number *******761) and was connected to a CSR name Ria. She had a very thick accent and I was unable to understand her. I asked where her call center was and she told me that it was in the Philippines. I told her that I was having a hard time understanding her and if she could transfer me to her supervisor. She put me on hold for a few minutes, then returned and told me no one was available. I tried to get information on why the shipment was cancelled and why I was not notified by email. Since I was unable to communicate with Ria, I was not able to get that information. It shows a severe lack of customer service to tell a customer that an item will be shipped and never ship it and ultimately cancel the order without telling to customer. At this time, my credit card has not been refunded. I will be posting this message on each and every “Review” website I can find. Burgess/Gurney should not be in business with the work ethic they have.
CANCLED MY ORDER BC IT NEVER CAME, I WAS TOLD I WOULD GET REFUNDED, BUT NEVER DID. EBURGESS IS A SCAM!
I placed an online order for over $200 through Burgess on 3/17/2021
My credit card was charged on 3/26/2021
6 weeks later on 4/18/2021 I contacted them asking where my order was. 2 days later on 4/20/2021 they responded saying that they were now shipping to my area.
Almost one month later on 5/14/2021 I received an email with a FedEx tracking number saying they had shipped my plants to me although according to the tracking number FedEx did not receive the package to ship from them until Tuesday, 5/18/2021.
I received a plastic bag of my plants I ordered on 5/20/2021
Most of the plants were shipped bareroot which was explained in their descriptions. None of the bareroot plants were wrapped or included any moisture in wet/damp paper towel around their roots for the trip. Most of the bareroot plants were dead or close to dead and not worth planting.
The Thuja trees that I paid $84.99 for were dried out and turning yellow and brown. According to their website, they ship 1 to 2 foot tall trees. These trees were 8 inches tall at best.
The Sweet Mock Orange bushes, shipped bareroot and dried out with little to no green in stems, according to their website, they ship 1 to 3 foot plants. The longest branch of the two bushes was maybe 7 inches tall.
The Dwarf Josee Reblooming Lilac although somewhat moist, was sickly looking and according to their website, was supposed to be shipped potted. It was not shipped potted.
The Quaking Jumbo Aspen, shipped bareroot with no moisture source, dried out with no green inside the bark, according to their website, was supposed to be 3 to 4 feet tall was 15 inches tall.
According to their website Limited Warranty I had to return the plants at my expense for a refund of only the purchase price which would not include the $9.99 shipping they charged me.
They sent me inferior products, not packaged to survive shipping, not what they described on their website, and I was expected to not only eat the original shipping costs but return the plants back to them at my expense for a purchase price refund which I did at a cost of $16.00.
From my return tracking number I know they received the plants back 2 days later yet it took over 3 weeks, 3 emails and 2 phone calls to get my refund.
This company has gone so far downhill from it's former days. Look elsewhere when buying plants online.
None
http://www.illinoisattorneygeneral.gov/
All of you, Don't just write a bad review, go the next step and file with the Illinois Attorney General. I included the link for it.
I filed one, it takes 5 minutes, we all have to band together to get these crooks shut down and stop them from stealing our hard earned $$. I kept my original packing from them, wrote the letter they say you have to, then the say you will only get a credit voucher that you have to buy more crap from them, guess what, that credit has been "Lost in the Mail" twice now,
Good afternoon,
I am sorry you really don't care that you mess up my order. I am also very sorry you are unwilling to print my emails and photos, if you need a paper for your records that much. I am sorry your record's system is so unorganized, dated, and disconnected that, although I am providing you with my order number, picture of my labels, and blooming plant, along with several emails back and forth, you are unable to work with the information we already shared, which is what you need. Is unfathomable that you want me to print the same information and USP mail. I am sorry you are taking advantage of customers such as me, that will not have the patience or tolerance to deal with your unpractical policy. I am sorry that you are unable to understand that these plants mean something to your customers, in this case what they meant to me. For me, is not about the money, is the principal. I had read your reviews from other customers with similar situations, I thought, sometimes people need the benefit of the doubt, but it happened to me too.
I would think that by now your "Policy" would have been reviewed, and updated accordingly, so you can close the gap towards a "High" customer rating/satisfaction. The problem is not when things go well, the problem is what do you do when things go wrong.
I can understand that Everyone makes mistakes, however, is how we owe them, handled them, how we make a right from wrong what makes a difference. A difference between good business and bad, or good friends, good relationships. I am sorry that this will be the last time I am dealing with your company or any of your affiliates. I am sorry that your company does not shares good practices. I am sorry your bad reviews were true. This has been waist-full and disappointing, you made it very hard to do business with. I paid for my products, I trusted you, I planned carefully, I planted the plants, nurtured them, care for them, to find out I received the wrong rose. Not what I wanted nor needed. However, your policy wants me to jump through "hoops" as if I am lying; my efforts and time invested does not count for anything. As you see in the picture, I did care for her.
I am sorry you treat your product like worthless things. I am so upset, everything in my garden is loved and care for, unique and individual.
I am so sorry I trusted your company to be part of it.
Good luck.
Regards,
Verónica Griffith
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From: Burgess <*******@eburgess.com>
Sent: Tuesday, August 15,2017 11:38:37 AM
To: Verónica Griffith
Subject: Re: Ref: Plants Non Arrival - Order *******
We apologize, but we can not process this request by email and will require the label to be mailed to us along with your photo(s) and written request.
Thank you, Customer Care
On 8/14/2017 3:00 PM, Verónica Griffith wrote:
Good afternoon,
As I suspected, the plant is not Climbing Orange Velvet rose that I ordered. I believe I received a Saint Joseph one.
Please review the email attachments (photos). Couple photos with a place and time stamp of the rose's blooms, the others are my shipping labels. I hope we can resolve this issue without any difficulties, or additional inconveniences for me. I believe the fix should be simple and straightforward. I am a botanical, nature lover, who believes in paperless, recycling, and less carbon footprint on this world. It goes against what I believe to print a paper with a explanation, a photo, take my label, which has additional items in it, and send it to you via regular maling, when I am providing you with all you need for your records and mine through this email.
I growth wild flowers, and used only organic products in my gardens, including my grass to help the bees, birds, and the ecosystem in general.
Hoping you are able to understand the nature of my request, and the expectation I have set in regards to your response.
Thank you again.
Sincerely,
Verónica Griffith
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Get Outlook for iOS_____________________________
From: Burgess <*******@eburgess.com>
Sent: Friday, July 28,2017 2:55 PM
Subject: Re: Ref: Plants Non Arrival
To: Verónica Griffith
If you believe you have received an item in error, return the shipping label from the package with a photo or bloom sample of the item in question and a written request explaining the problem for a replacement.
Thank you, Customer Care
On 7/27/2017 9:04 PM, Verónica Griffith wrote:
Hello,
The name is Veronica Griffith, and the address is BXXX XXXX XXXXX,
XXXX XXXXXX.
Thank you,
Veronica Griffith
Get Outlook for iOS_____________________________
From: Burgess <*******@eburgess.com>
Sent: Thursday, July 27,2017 12:10 PM
Subject: Re: Ref: Plants Non Arrival
To: Verónica Griffith
We are sorry to hear of this. Please provide the name and address to which the order was shipped so we may access your account.
Thank you, Customer Care
On 7/26/2017 10:25 AM, Verónica Griffith wrote:
To whom it may concern.
My roses and Hosta Francen have arrived in perfect conditions, however, I am sure that one of the roses is not the item I ordered. I ordered 2 Orange Velvet climbing roses. Theses roses are by far my favorite, hence I have planted them in a very special spots in my garden, which were meticulously designed and picked, based on the wonderful features of this specimen, such as its dark shining leave, spectacular blooms and color, and its outstanding aroma. On the one I suspect is not an Orange Velvet, there are a few blooms about to open, so I will know for sure, she is not a Orange Velvet. I am little disappointed to the least, my order took longer than previous ones, and I received the wrong item. I have a similar experience with a different nursery, reason why I decided to deal only with your company.
I wanted to give you heads up in regards to this, since as soon as the roses opens her blooms I will be sending you a picture as a proof that she is not what I ordered.
Please advise what should I do on this event.
Thank you,
Veronica Griffith
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.
Man your store has a lot of bad reviews! Man your store has a lot of bad reviews! Man your store has a lot of bad reviews! Man your store has a lot of bad reviews! Man your store has a lot of bad reviews! Man your store has a lot of bad reviews! Man your store has a lot of bad reviews! Man your store has a lot of bad reviews!
SIX WEEKS STILL NOT DELIVERED/ TOLD ORDER LOST SOMEWHERE/ TRIED TO CANCELL AN TOLD GOT TO WAIT A MONTH