Burgess

I rarely ever write any reviews, but have to put my two cents down here.
I placed an order for a couple of honey berries. They arrived yesterday July 5,2018, practically dead, right in the middle of days of heat wave here. Problems: 1) On opening up the package, I find the root balls in the plastic containers already dried out, and twigs atop shriveled, too. Meaning? Practically dead. Overnight, I soaked them in water, out of humanity. 2) This morning, I called the company about refund. Below is our conversation:
"To get refund, you must return the product within 2 weeks", Sheryl, a phone rep, said. And it'll be at my expense. Alternatively, "Plant them and see if in 6 weeks they'll come back". If not, then I could contact the company for credit and replacement. To get credit and replacement, however, I must send a letter with the shipping label included, and it must arrive at the company's office. Cut-off date? Within 6 WEEKS! I suppose she meant it to be from the time of the products' arrival.
"Gees! Would you do business with a company like this, if it treats you this way?" I couldn't help asking Sheryl. "It's not that I was a first-time buyer!" An experienced phone rep, Sheryl dodged the question, but merely stated that this was "their" policy. She did work for the company at its call center, Sheryl replied to my question, though her "their" led me to question whether she was taking calls for any company.
"Could I send you by email a picture of these plants, so you'll know what I am talking about?" I asked.
"No, they don't accept any emails," Sheryl replied. She went on to say that emails could give the company virus. Sure. But a company that does transactions via website?
"They operate by mail. I can give you the manager's name and address, if you want to write her," she proceeded.
"No! She doesn't deserve my time," I determined. "Don't take it as me blaming you personally, but - forgive me - your company is $#*!ty, and this will be my last purchase from you."
I will in good conscience put these pretty much dead plants into the grounds and see what happens.
I don't look forward to any further contact with this company.

I ordered a set of 2 hardy Pecan trees. What i received was one dead stick. No moisture retention on the roots and it was 90 degrees the day it arrived. Just a note that i ordered from 3 different places and the other 2 had plastic and gel on the roots to retain moisture.

I Contacted them immediately via emails and told them that i was missing a Tree and that the one i received looked dead but I followed the instructions that came with it that said it was just dormant so I should soak it and plant it anyways. After 2 weeks i received a response on how to file for a return that said "mail us the shipping label for any issues.

I did what many internet shoppers would do and took a picture of the label and emailed it to them. After another week i received the exact same message that i did the first time and this time I replied again with another copy of the photo. A week later i received another message from them with information on how to file a claim and this time i noticed that it said to "Mail" a copy of the shipping label and that they would keep it on file. I finally figured out that they meant US mail. How Quaint. And to get a "Refund" you have to return the merchandise within 14 days of receipt. I am not sure how you know to do that if they instruct you to plant it even if it looks dead because it is "dormant" and they only send you one of the two things you ordered.

I asked for a refund but they provided a merchandise credit. At least that has free shipping so i may try to order from them for no more than the merchandise credit. I will have to mail that order to them as well as they only honor the paper copy. We will see next spring if they lose that too.

In my opinion this is a simply HORRIBLE company to work with and i would strongly advise that you look elsewhere for any nursery stock. This spring i ordered over 20 trees online as they cost a fraction of what you can buy them at a retailer for. At this point i have 3 trees that appear to have not made it and one that never even arrived. The 2 that were not from eburgess.com have already been replaced by the seller.

Buyer beware, if you want living stock i would look elsewhere.

So, today I finally got the stuff I ordered from Burgess, including pawpaw trees, after waiting more than two months. I can't tell you how utterly disappointed I am. I knew they were going to be sending me dormant, bareroots. So, they sent two of them, right? One wasn't even a bareroot. One was a dead BRANCH. No, STICK. No roots whatsoever. BONE. DRY. I could play fetch with the neighborhood dog with this one.

What's even more crazy, to send it back, it'll cost me more than the damn plant. My apologies. Never been so frustrated. I continued to send them e-mail asking about the status of my order and they continued to claim they were getting "new" stock every day and my order would be sent at any time now. Seems to me that the "new" stock had been sitting in the warehouse drying up. What's more is they sent me four "replacement" cherries since the original one had "failed", but they sent them in no container. Yep. Bone. Dry. Roots. Not sure what to do other than to keep calling them. But, no answer. Most likely a fraudulent organization. JMO. And then, I'm calling them out. Tonight, I'm reporting them to the Better Business Bureau. Shoulda ordered from Gurneys. They're a little more expensive, but their customer reps actually talk to you on the phone And, I'm never ordering from Burgess again.

To whom it may concern,

I placed an order as you see below.

Today the box came in the mail and was soaked. I opened the box and this is what I found inside ( see pictures)
I had to throw the box out since it was sticky stuff all over everything! There were two packs of herbs (sweet Fennel and kale) and the biodegradable planting cups. After trying to reach to pull the stuff out, I refused to touch anything because it had the sticky stuff that must have exploded from the cold being shipping). I was handed the box from the postal lady, so I did not keep it outside. This was caused by delivery. I did not get the rest of my order, so I am hoping it is safely on its travels. My fingers are irritated now because of the small amount that got on them when I opened the main box.

I called and spoke to the first woman she didn't even bring up my account or give me her name, and was unprofessional and demanding. I asked to speak with a supervisor (was again unprofessional & complaining I asked to speak with the supervisor) and was put on with Anna Clock #718. Anna as well told me of the policy of sending the shipping label back to the company along with a letter explaining the situation.

I have been purchasing from many companies for the past 30 years and have never dealt with a company like yours.
In order to get a refund I have to Pay to ship back defected items, in order to get a replacement I have to touch a box soaked with chemicals so you can see the label that you sent me in the first place, refused to except a picture of the label, an email of my invoice and refused to take the word of a customer, and asking a customer to once again do something they do not feel comfortable doing just to get a replacement.

I really learned a valuable lesson today!
Keep away from eBurgess and stay with the other company that might charge a little more, but at least they have trust in their customers, go out of their way to make their customer happy, and has a fantastic customer service department.

I will pass on my experience with your company!

Thank you,
Lillian

I have order over 200$ in plants and just got 1/2 of my order, Then they told my order would be shipped out and never got anything!