Burgess

They repeatedly lied to us. Once even saying "We don't have an order in your name" when the order was just down the page. We asked for 2X in writing, days before we were told "Your order has shipped." In fact: a) they couldn't say what was in the package; b) it was almost 24 hours later before the package actually shipped to the carrier; c) now there's a second box shipped-- ALL OF WHICH WAS OBVIOUSLY DONE TO KEEP FROM REFUNDING OUR MONEY! We will be sending everything back-- we don't trust the quality of what they will produce with management and customer service like that.

I ordered on March 7th 2022, not a problem yet, waited over a month finally called and burgess said the my order got lost in the system, how about that so I get part of my order a week ago, still waiting on the other part of my order which has been in Southaven, Ms. For 5 days now so I called again today the 20th of April, I was told it could take from 7 to 10 days to arrive, SO yes I have a problem with this, I did not spend HUNDREDS OF DOLLARS ON MY ORDER, and when you talk to someone in customer service PLEASE SPEAK ENGLISH!

What they gave me was dead plants, missing items, and out of stock. They said they refund on card. Get outta here! Theif.

Stay away from this company! I placed an order with them and waited and waited for my plants to ship, one of which was a houseplant. When nothing shows up after over a month, I wrote. They told me the plants were in the process of being shipped. Waited and when nothing showed up, I called them. The woman told me I had to write a letter to cancel the order because she couldn't do it over the phone. Since when can something not be cancelled over the phone unless she's just an answering service and not connected with Burgess at all? So, I wrote again, and once again was told they were in the process of shipping the order. Therefore, they probably couldn't cancel it. I finally got fed up, and told them to either give me a tracking number or refund my money. Supposedly, they had refunded the money the day prior to my writing them yesterday. Funny thing is, I checked and no refund as of yet on the credit card. My advice to everyone... do not order from this company. I have no idea who or what they are, but they definitely are not on the up and up!

I've been receiving catalogs from this company for a few years, honestly I don't know how they got my information. But I decided this year that I would give them a try. I placed an order back on 2/20/21, the order said that it would take 1-2 weeks to process and ship. I waited and then on 3/5/21, I hadn't heard anything so I tried to call the phone number listed on the order. I got a busy signal. I tried calling throughout the day and still, there was a busy signal. So I sent an email to their customer care department asking what the status of my order is. I received an email saying that my credit card declined my order and if I wanted to order again, to go onto their website and place the order. Well, the credit card I used has the available credit and I have excellent credit. So the only reason they would decline is because this business has raised red flags and is not a legitimate business. I sent back another email saying how disappointed I am in their lack of professionalism and requested that they remove my name, address and phone number from their marketing list as I do not want to receive any more catalogs from them. This company is the worst I've ever dealt with. No wonder they leave their phone off the hook!

I ordered seeds and plants from Burgess, The magnolia plants came today in a very well packaging and beautiful. I will buy a lot more from Burgess. Thank you!

This is the email we left for their customer services...

We cannot express our disappointment when we received our order

1st we ordered Hemlock Bushes (8"-15") we have at least 5 "bushes" if that is what you call one sprig with roots attached. We have taken photo's of them root and all and they measure 5"-6" not 8" as your minimum suggest. We understand you measure them root to tip, but come on, this is a joke! You conveniently have no place for us to upload the photo's so I guess you already know you have sent products that don't measure up to your description. Again a sprig is not a bush, just because there are roots attached, does not make it a bush.

When the variety pack of trees arrived, all 6 were poplar trees. NO VARIETY 6 of the same tree, its not a variety pack when the trees are all the same. Not to mention none of the tress have soil or dirt it is a bare root in a plastic bag delivered on a warm humid raining day here in MI which made the bag expand and have nasty condensation on the inside of the bag on the "trees"

Unfortunately we have a new house, new lawn and a high school graduation party in June and were ready to have great products from your company to plant. We are truly disappointed in your products and will not recommend them to anyone else in the new neighborhood. We will also leave poor feedback on your products and services as it pertains to the products we purchased on sites that "review" your services.
Thank you for the disappointment! You truly delivered.

I bought a few items from Burgess last year. The rhubarb were shipped all dried out. None took as expected. I submitted for replacement and Burgess said they would ship in the spring. They shipped new, better plants but there was postage due on the package. I have been trying to contact Burgess by website and emails and have been totaling ignored for 3 months. Never again.
Case Confirmation - #*******: Postage due
Sat, Apr 16,2022 6:42 pm
Burgess Seed and Plant Co (*******@eburgess.com)
To: you Details

Hello,

Thank you for reaching out to Burgess. This is confirmation that Case #*******: "Postage due" has been created. A Customer Care Agent will review your inquiry shortly.

We look forward to responding to you soon.

The Burgess Customer Care Team

[THIS IS AN AUTOMATED MESSAGE - PLEASE DO NOT REPLY DIRECTLY TO THIS EMAIL]

TOOK 9 MONTHS TO RECEIVE REPLACEMENTS----DOA! BUYER----BE WARE! AFTER 25 EMAILS----SEVERAL CALL THAT WERE NEVER ANSWERED AND AT LEAT 3 REQUIED LETTERS... FINALLT RECEIVED REPLACEMENTS JUST TO FIND THEY WERE DEAD!

Ordered 18 bareroot raspberry plants on August 27,2018. Got 18 dry sticks none of wich came to life. So sent them back for a replacement summer 2019. Again got lifeless skinny dry sticks. Soaked them in water/kelp solution and planted. Month and a half later not one plant showed any life. Contacted company for money back, and was told i have to contact their manager via letter because she doesn't communicate through email or phone. So i did write her a letter explaining how frustrated i was, planting their dead raspberries. It took me a lot of time and energy and none of 36 total plants was alive, i explained to her that i don't want a replacement any more, i just don'twant to waste any more of my time planting their dead plants. In mean time i ordered 5 same exactly plants from Etsy, week later they all are sprouting new leaves! And today i finally got a letter from Susan Phelps, saying they have only 14 day window for a refund. And in order to get a replacement, you have to send the original shipping label back to them together with dead plants. Even though i still have the original label, i do not want a single plant from this company. Very unprofessional and rude customer service. Will never order any plants from them again. Wasted close to $100, and a full raspberry season. Very unhappy.

I will NEVER order from this company again! They shorted an order back in April.
I contacted them to get the replacement. Always an automated email it took days to get a real reply. And their phone was always busy.
I had to mail back the shipping label from the front of the package. Good thing I hadn't already thrown it away. I emailed them a copy of it BUT NO it had to be mailed back.
I tracked it $4.15 because - how else would I know when they got it! They received it May 27th.
I sent emails requesting the replacement status about every two weeks. It is in process... it is in process.
Then they mailed me a merchant certificate. $6.88 for the missing plant.
I went to use it today 8/4/21 and of course I need to use it in full, so I put 2 packs of seeds in my cart and - THE SHIPPING IS $9.99! Even for a packet of seeds! DO NOT USE THIS COMPANY!
They need to improve their order tracking and customer service.
I think they require people to return the package to make it harder to get a refund and then for them to give a credit voucher just burns me.