Spring Hill Nursery

On 5/18, I ordered a smoke tree and set of 3 Firefly Solar Lanterns. Order arrived on 5/30. Opened package, one of lanterns was broken and wrong tree sent, (Dusky Maiden Smoke Tree). a substitution was sent without my consent. I phoned customer service on 5/30 to report my concern. I was told that the solar lanterns were sold out and a refund would be issued 3 to 5 days. I was told not to return the items. Plants, a perishable item, is not returnable item. I was also told that I would receive the correct smoke tree type ordered in 7 to 10 days. But I received an email saying, I would get the Golden Spirit smoke tree 09/15. I cancelled the smoke tree order. I received a replacement certificate in the mail dated 06/01 for $26.80 for the Firefly Solar Lanterns and not my money as told by customer service. I don't want a replacement item, because if this company doesn't have it, you are sent a substitution. If the business doesn't have the items ordered by the customer, then don't process it as being available. I am referring to the Dusky Maiden Smoke Tree, that I didn't order at all. I will never order anything else from this business. I am sorry that I didn't read the customer reviews before ordering from this business. I tried resolving this issue before filing this complaint. I have phoned customer service 3 times. I am seeing that this company doesn't believe in customer satisfaction.

On 4/23 I ordered 10 fruit trees; on 5/07 I ordered an additional 10 fruit trees. Out of the 20 trees 7 failed to survive. In August I contacted Spring Hill to have the trees replaced, they said they could not replace them until the spring because I had ordered in the spring. The customer service said issued two separate replacement certificates even though I told them several times I didn't want a certificate I wanted the trees replaced. Customer Service advised me to call back Feb/Mar of '22 and have the certificates cancelled and request the trees be replaced. I contact them last week (Mar '22) and was told I had to purchase the trees with the replacement certificate that they couldn't cancel the certificates and just replace the trees. As I tried to explain again what I was told I was hung up on. I then resorted to contacting them via e-mail since their live chat was not working. I received an email on Fri 3/11 stating they had cancelled both replacement certificates and ordered a replacement. They cancelled $68.21 in replacement certificates and ordered a replacement of 1 tree. The certificates, for 7 trees not 1. In addition, she stated, in the email, she tried to call and left a voicemail. My phone shows no record of a call and there's no voicemail. Attaching the e-mail exceeds the number of characters. I would be glad to forward that email as further evidence. This is absolutely unacceptable. I don't think it's unreasonable to expect Spring Hill Nursery to do as I was told by their customer service last fall. I want and expect 7 trees to be replaced.

On 15 November I placed an order for Winterberry Hedges. On 19 November my VISA was charged the full amount of my purchase and I received notification that my order would be delivered 12 March . This was reasonable and acceptable based on the winter season. Beginning in March I kept checking on the delivery date and it kept being delayed by one or two week increments. The website said the delay was due to COVID situation. Again, I understand that, however, other items I have ordered have been delivered from other reputable vendors. It i snow three months later and I still keep receiving delivery delay notifications. On 02 June I attempted to contact Spring Hill Nurseries Customer Service Center and received a form letter telling me to check their tracking site which showed another 10 day delay on the delivery date. I do not believe this company has any intention of honoring their sales agreement. Most reputable businesses do not charge your card until their product is shipped. Looking at the list of previous complaints against Spring Hill Nurseries on the Ohio Complaintsboard.com site I believe it is time for the State of Ohio to take some form of action to protect and warn consumers of the questionable business practices of Spring Hill Nurseries. I believe Spring Hill Nurseries should be required to honor their commitment of product delivery or refund their customers with interest. I believe 7 months is an unreasonable period for delivery. An effort should be made to warn any future customers of the pitfalls of dealing with Spring Hill Nurseries. A copy of this complaint has been forwarded to the Ohio Attorney General's Office. Thank you for your time and consideration.

I placed an order with Spring Hill on 1/18. I used a $50 gift certificate and the balance of my order was $10.58, which I placed on my ***. I received part of my order a few weeks ago, around the end of May. The rest of my order is set for shipping June 17th. Yesterday, 6/9, I received an account statement stating I owed Spring Hill $7.26 and the amount was Past Due. I called the number on my statement () and after close to 20 minutes my call was answered. When I said I was calling about this statement, I was told I needed to call the credit depart at . I asked the rep to please verify my order which he did. I called the credit depart. and the rep couldn't find any account with my account number. After a few minutes into the call, I was disconnected. I called back and a nice lady said this was not the correct department and she forwarded me to another person. During this lengthy conversation with a new rep, I pulled up my *** account and there was a pending charge of $9.88 to be charged today, 6/10. I was told that was the result of the $7.26 past due amount and $2.62 shipping charge. This didn't sound right at all. Well into this conversation, the rep told me I would have a credit of $12.51 on my Spring Hill account to be used for future orders. I told the rep I would not be placing any future orders with this company. I paid for my order in full at the time of purchase in January and I don't know why they would charge my *** account the same time I was calling about this. If I had not pulled up my *** account during our conversation I would not have known they charged this to me until my next statement arrived. The whole matter seems wrong to me. Why would they charge me $9.88, which I did not know about or authorize, the same day they told me I would have a credit of $12.51 with Spring Hill.

My Complaint: I have contacted this company on 4 separate occasions and they have not responded as to when my order is now going to be shipped. In the emailed order confirmation it states an estimate dates of shipment. Today I called again to check on the shipment date and was told the items purchased ARE NOW ON BACKORDER! This is NOT satisfactory. I have requested a complete refund. I was told I would have the money credited back to my account within 5 -7 business days, "depending on my institutions business cycle". I did request an email sent to be sent to me with the cancellation. They stated they could not do that. SEE BELOW: Sat, Oct 23, 2021 10:34 am Spring Hill Nurseries ([protected]@orders.springhillnursery.com)To:you Details Order Confirmation Spring Hill Nurseries - America's Favorite Garden Center Since 1849 ORDER CONFIRMATION Dear ***, Thank you again for shopping with Spring Hill Nursery. Your order has been received and is being processed. Visit Order Status online anytime to view the current status of your order.Once your order ships, you will receive an e-mail notification. If your order is shipped in multiple packages, you will receive a shipping confirmation for each package. If you have questions or comments, our customer service staff is here to help. Please e-mail us at [protected]@springhillnursery.com or call us anytime at . ORDER SUMMARY Account Number: *** Order Number: *** Billing Address: *** Shipping Address: *** ITEMS ORDERED Qty Ordered Item Number Item Description Ship Date Estimate 2 *** EMERALD GREEN ARBORVITAE HEDGE 24-36" - 10/25-11/08 1 *** EMERALD GREEN ARBORVITAE HEDGE 24-36" /5 10/25-11/08 Order Date: 10/23 Shipping Amount: $0.00 Shipping Surcharge: $0.00 Coupon Amount: $0.00 Product Total: $329.97 Estimated Tax: $22.27 Order Total: $352.24