Plant Delights Nursery, Inc.

I ordered 2 Danae Racemosa at $26,00 each plus a $29.94 shipping charge. What I received are two 3 inch high sticks with a few leaves each. What is especially frustrating is that I have placed the same order several times over the years and received nice plants each time in the past. I can no longer recommend this nursery for mail order plants.

I ordered 5 plants from this business in the amount of $153.00. One of the plants died of which all are planted in the same garden. On august 5th. I called and spoke to [redacted] customer service/shipping manager, and explained this to her and asked to have the plant replaced ($22.00) . She advised me that they did not have a refund/replacement policy and would not honor my purchase. I asked her for the owners name which she game me and on august 11th. I sent him an email, copy enclosed, but never heard a word back from him. They have a mail order catalog that has no print at all about a refund policy. I also checked their web page and there is no mention anywhere about a refund policy. I am also enclosing a copy of their mail order catalog that states "our concern goes beyond selling plants... It matters to us how they perform in your garden". Product_or_service: plant-agave guiengola "cream custard"order_number: 6271desired settlementi would like to have the plant I purchased, agave guiengola "cream custard" replaced. I would like to continue to order plants from them if this can be resolved. Business response contact name and title: [redacted] managercontact phone: xxx-xxx-xxxxcontact email: [redacted] @plantdelights. complant delights nursery, inc. Does have a replacement policy which states: if you receive plants of questionable quality, you must notify us within 5 days by phone, email, or in writing. If you do not notify us within this 5-day period of time, a plant that may have been saved becomes a plant that is culturally out of our control and scope of responsibility. Plants are living, breathing beings and yes, plants die... For us and for everyone who has ever grown plants. We guarantee that our plants will arrive healthy and in good condition. Due to the nature of perennials, you are buying root systems. Damaged leaves do not qualify for replacements. Of course, if a dormant plant fails to emerge, or if there is a problem related to a cultural factor here at the nursery, we will guarantee against such problems outside of the 5-day time frame. If you have a legitimate problem, we implore you to let us know, since customer satisfaction is our top priority. Our guarantee policy is clearly labeled on page 18 of our fall 2014 catalog that [redacted] quotes in her complaint. It is also printed on the insert after page 56 in our spring 2014 catalog, as well as in every catalog we've ever printed in the 25 years we've been in business. Additionally there is a link on the footer of every single page of our website, www.plantdelights.com which says guarantee policy, so it's not hard to find. [redacted] was not told that we do not have a guarantee policy. Rather she was told her situation did not qualify for a replacement based on our company's policy. [redacted] stated that she had left town for a month and a half after planting and did not see any problem with that. Any number of things could have happened to cause her plant to fail (watering, lack of watering, siting, voles, errant dogs, etc.) I further checked the nursery logs for the agave in question and found that we had not had any crop loss with this plant this calendar year, not one plant. So if the plant was still in our care, it would likely not have died. Had she contacted us sooner, we could have given her information to help save the plant. The shipping paperwork includes a statement advising customers to contact us within 5 days with any problems or concerns. [redacted] did not want to discuss what might have caused her plant to fail, rather she wanted to talk over me to demand a replacement. We try to work with our customers to come to a mutually beneficial solution, but [redacted] just wants a free plant, no questions asked. We are not a big box store and therefore do not have a blanket replacement policy that covers plants for a year, regardless of their care.