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W. Atlee Burpee & Company

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Reviews W. Atlee Burpee & Company

W. Atlee Burpee & Company Reviews (17)

Dear Revdex.com Contact,We apologize for the delay in our response It appears that this is the first email communication notification we have received regarding complaint # [redacted] , and this is the reason we haven't responded.Upon reviewing [redacted] account, we do see that he placed an Annual plant order with us 3/17/(order # [redacted] ) and this order was filled and shipped out on 5/9/via [redacted] tracking # [redacted] and delivered on 5/11/ At this time our shipping schedule for live plants is dependent upon the Grow Zone of the customer For this customer, his grow zone was Zone 6, and we do not begin filling plant orders for that zone until the week of 5/2/ Once the Grow Zone opened at our nursery it will take 1-weeks for all orders to be filled and shipped to customers At this time, we have filled the customer's order within the second week of fulfillment for his Grow Zone, however we do apologize for the lack of information he received from our Customer Service Team Due to the inconvenience we have caused [redacted] we are issuing the customer a shipping refund of $for this order The customer will receive this credit in the form of a refund check for $ This refund check will be sent to him by mail for receipt within the next 7-business daysPlease contact me if you have any additional questions or concerns.Regards,Helen G***Customer Service Manager [redacted] @burpee.com###-###-####

Dear *** ***,
Please accept our apologies that this situation occurred with your Burpee Order
At this time live plant orders are shipped according to our Live Plant shipping schedule listed online, however your particular order (***) was delayed in being processed
due to a production issue We apologize for the poor service experience you encountered with this order, and for the lack of assistance you received when contacting our Customer Service team. We do value you as a Burpee Customer, and we do take these kinds of complaints very seriously and will ensure these issues are handled accordinglyToday I have cancelled your order for your plants and processed a refund for this order back to your account. This refund of $35.88 should post back to your Amex account within the next 3-business daysWe apologize again for any inconvenience that this situation has caused youPlease feel free to contact me if you have any additional questions or concerns at ***
Regards,
*** ***
Customer Service Manager
www.burpee.com

We are responding to Complaint ID #*** from *** *** ***. Upon reviewing the situation we do see that the *** *** placed Order #*** on 4/24/for annual plants with our company and that he lives in Customer Grow Zone 6. When ordering with our customer our shipping
schedule listed online and in our catalog, indicates that all Zone orders for annual plants begin shipping from our nursery to our customers the week of 5/2/17. This means that no orders ship out on 5/2, however that they are filled from our nursery during that week, and it make take 1-weeks to receive this order once the Grow Zone opens. We understand that *** *** called our Customer Service Department on 5/and asked to cancel his order which was completed by our team on that same date, and a cancellation was issued for the amount of $27.90. The payment method that was used by the customer was Paypal, therefore the credit did not immediately post back to the consumer within the usually refund time frame of 1-business days. Upon logging into our *** account, we do see that *** *** was refunded in full today on 5/by *** for this order in the amount of $27.90.At this time *** *** has been refunded in full for this order, and we are happy to offer this customer free shipping on a future order with our company. However, we do want this customer to be aware of our plant shipping schedule as listed online, and to fully understand that orders are not immediately delivered once a Grow Zone opens at our nursery. We will place a notation on his account to provide him with free shipping on future ordersWe are very sorry to lose the business of *** *** and we apologize for the inconvenience he experienced with this situation, and we hope he will reconsider using Burpee in the future.Regards,Customer Service Manager

Thank you for reaching out to our company.In regards to Complaint #***, we have verified that Ms*** has been fully removed from our email lists, and we do apologize for any inconvenience this situation may have causedWhen placing an order you would need to keep the check box
unchecked or you will receive emails from our company. If you decide to unsubscribe, it may take 3-business days for the process to be fully completedStarting on 12/30/16, Ms*** will no longer receive our marketing emails. For any additional concerns regarding this matter please contact me personally at ***.Regards,Helen GaylerCustomer Service Manager###-###-####

Order placed May 5, for tabasco pepper plantsPlants were listed as in stock, and currently shipping to my region,according to Burpee's provided plant shipping scheduleAfter one week with no update on status, I called Burpee to inquireI was told that products typically take 7-business days to leave the greenhouse, then arrive within daysThis was not made clear during the checkout processThe only statement was with regard to their quick delivery time to ensure the health of the plantsAfter a further days (total) I again called and asked about the status of my order I was brushed off and told that my plants had been "picked" from the greenhouse and should ship out within the next few daysThe following week, I called againThis time I was told there were delays due to "frost", which seems absurd for greenhouse grown plants, but that my order was indeed picked and ready to ship The continued reference to "picking" live plants, as opposed to fruits or vegetables, was also curiousFinally, today, May 31, 2015, I received two automated emails informing me that my order had been sucessfully cancelled, and that the refund for my purchase and the shipping costs was in progressI called Burpee again, who simply stated that they had run out of peppersRun out of peppers that they had repeatedly stated were already ready to ship outAnd no attempt to contact me on the phone was madeThe order was cancelled before I knew there was a stocking issueI will absolutely never knowingly purchase any product from Burpee again

This customer received a refund of $5.00 on June 13, 2017 and we have since processed another refund on June 23, 2017 in the amount of $45.90 as a refund check. If you have any further questions Robin Fuller will be back in the office on July, 3 2017.  Thank...

you, Shannon G[redacted]Senior Customer Service Rep

From: [redacted]Date: Thu, Sep 7, 2017 at 12:21 PMSubject: complaint #[redacted]To: "[email protected]" Burpee has given the 40% off and apologized for the issue and I am satisfied with the outcome.

This response is concerning Revdex.com complaint number[redacted]....

We have reached out to customer via phone and email, to let him know we have refunded him the complaint amount of $10.21.We also informed the customer that at any time he is not satisfied with our customer service he should seek a supervisor to further assist him. He has been a loyal customer and we appreciate his business. We are hoping at this time, [redacted] is satisfied with the outcome of this issue.Any questions or concerns, please feel free to contact me at the number below.Best Regards,Robin F[redacted]Direct Marketing Customer Service SupervisorW. Atlee Burpee Company300 Park Ave, Warminster, Pa 18974Phone: ###-###-####Fax: ###-###-####

Dear Revdex.com Contact,We apologize for the delay in our response.  It appears that this is the first email communication notification we have received regarding complaint #[redacted], and this is the reason we haven't responded.Upon reviewing [redacted] account, we do see that he placed an Annual...

plant order with us 3/17/16 (order #[redacted]) and this order was filled and shipped out on 5/9/16 via [redacted] tracking #[redacted] and delivered on 5/11/16.  At this time our shipping schedule for live plants is dependent upon the Grow Zone of the customer.  For this customer, his grow zone was Zone 6, and we do not begin filling plant orders for that zone until the week of 5/2/16.  Once the Grow Zone opened at our nursery it will take 1-2 weeks for all orders to be filled and shipped to customers.  At this time, we have filled the customer's order within the second week of fulfillment for his Grow Zone, however we do apologize for the lack of information he received from our Customer Service Team.  Due to the inconvenience we have caused [redacted] we are issuing the customer a shipping refund of $6.95 for this order.  The customer will receive this credit in the form of a refund check for $6.95.  This refund check will be sent to him by mail for receipt within the next 7-14 business days. Please contact me if you have any additional questions or concerns.Regards,Helen G[redacted]Customer Service Manager[redacted]@burpee.com###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I do, however, want to note that I did as she suggested and unchecked the box when I placed an order so that I would not ever receive any emails.  I also want to note that I first contacted them on December 19th to request to be removed from their list and it took more than the 3-7 days that she notes in her email.  That said, assuming I never hear from their company again, I am satisfied, despite their deceptive statements to you.
Regards,
[redacted]

Dear Mr. [redacted] (Complaint ID [redacted]),
Please accept our apologies for the poor service experience you encountered with Burpee and your order.
At this time we do show that this order ([redacted]) was delivered on Mon 4/13 to your location and we apologize that a 2 day delivery...

was not provided.  On 4/13, we also issued a full refund for this order for $18.85 back to your original payment for this order and this refund should have posted back to your account within 3-7 business days from that date.Please know that your feedback regarding the poor service experience you encountered with one of our employees will be handled, and I apologize that this situation occurred.
We do value you as a Burpee customer and I would like to send you a complimentary $25 Burpee Gift Card due to the problems you've encountered with our company.  I will have this mailed out to within the next few business days.
Please let me know if there is anything else I may assist you with at this time.
Regards,
Helen G[redacted]
Customer Service Manager
[redacted]

Dear [redacted],
Please accept my apologies for the problems you experienced on your recent order with Burpee (order #[redacted]).  We do value you as a customer and we strive to keep all of our customers fully satisfied with our products & services, and I apologize we failed in the...

live plant shipment that was sent to you. Upon reviewing your account, it appears your refund was originally processed as a replacement order which was then cancelled in error.  However on 5/6/14 a correction was made and a refund was processed back to your [redacted] account for $18.22 for the product plus tax.  This amount should have posted back your payment method within 3-5 business days from that date.
Today I have also issued a full shipping refund back to your [redacted] account for $7.47.  This refund will post back to your payment method within the next 3-5 business days.
Please accept my apologies again for the problems you encountered with this order, and for any inconvenience this situation has caused you.  Please contact me at [redacted] if you have any additional questions concerning this order.
Regards,
[redacted]
Customer Service Manager
W.Atlee Burpee & Co.

Review: ordered some artichoke plants from this place. THEY arrived dead. and tried to either get more plants or a refund.Desired Settlement: replacement at this point isn't a option. all I want is a simple refund...............

Business

Response:

Dear [redacted],Please accept my apologies for the problems you experienced on your recent order with Burpee (order #[redacted]). We do value you as a customer and we strive to keep all of our customers fully satisfied with our products & services, and I apologize we failed in the live plant shipment that was sent to you. Upon reviewing your account, it appears your refund was originally processed as a replacement order which was then cancelled in error. However on 5/6/14 a correction was made and a refund was processed back to your [redacted] account for $18.22 for the product plus tax. This amount should have posted back your payment method within 3-5 business days from that date.Today I have also issued a full shipping refund back to your [redacted] account for $7.47. This refund will post back to your payment method within the next 3-5 business days.Please accept my apologies again for the problems you encountered with this order, and for any inconvenience this situation has caused you. Please contact me at [redacted] if you have any additional questions concerning this order.Regards,[redacted]Customer Service ManagerW.Atlee Burpee & Co.

Review: I placed an order online on April 29th. The company billed my credit card for the purchase that day. After about a week, I had not received any shipping information from them, so I emailed customer service for an update. They told me my order should ship in a few days. A few more days passed and I still hadn't received any shipping information or the product, so I contacted them by phone. They told me it was being shipped directly from the manufacturer and they would check on it and let me know the status. I never heard from them. I waited another week and still did not receive a response or my order. Today, May 20, it has been three weeks since I first placed the order and had my credit card charged, and I still don't have the order. I called customer service again today and they couldn't tell me if my order has shipped or when it might ship. I asked for a refund but they refused. They want me to continue to wait and then ship it back to them if/when I ever get it.Desired Settlement: I would like Burpee to cancel the order and reverse the charges from my credit card.

Business

Response:

Dear [redacted],

We are responding to Revdex.com Complaint ID [redacted] for Burpee order B[redacted].

We apologize for the problems you encountered with our company and this order. It is our policy to bill all of our customers up front for orders when placed with our company. In regards to this particular order it appears a backorder delay occurred with our vendor of this product which then caused your order to be delayed in shipping to you. We apologize that this delay occurred with our company, and for any inconvenience this caused you.

At this time we have cancelled your order with our vendor, and have processed a full refund of $137.15 back to your creditcard account. This refund will take 3-5 business days to appear against your creditcard account.

Please accept my apologies for the problems you encountered with our company, and please contact me if you have any additional questions at [redacted] .

Regards,

Customer Service Manager

W Atlee Burpee & Co.

Review: I placed an order on March 19th 2014. I didn't receive it, I emailed and called and I kept getting the same excuse it will go out by the end of the week. When it didn't arrive I would email and/or call, same answer weather is bad but it will go out at the end of the week. This went on for a month. I finally requested that the order by cancelled because it was too late to plant here in Texas and wanted my money back. That request was made on April 24th 2014. Today is May 2nd and still no refund. I used my credit card online. A refund should be very easy to do. I have no plants and no refund.Desired Settlement: I just want my refund back on to my credit card.

Business

Response:

Dear [redacted],Please accept our apologies that this situation occurred with your Burpee Order. At this time live plant orders are shipped according to our Live Plant shipping schedule listed online, however your particular order ([redacted]) was delayed in being processed due to a production issue. We apologize for the poor service experience you encountered with this order, and for the lack of assistance you received when contacting our Customer Service team. We do value you as a Burpee Customer, and we do take these kinds of complaints very seriously and will ensure these issues are handled accordingly. Today I have cancelled your order for your plants and processed a refund for this order back to your account. This refund of $35.88 should post back to your Amex account within the next 3-5 business days.We apologize again for any inconvenience that this situation has caused you.Please feel free to contact me if you have any additional questions or concerns at [redacted]Regards,[redacted]Customer Service Managerwww.burpee.com

Review: We purchased Rhubarb plants from them They arrived dead and dried out. We have sent several e mails to resolve this but no response . this has been over a week and a half.I want the plants replaced and alive.Desired Settlement: I want them to send fresh plants by overnight delivery to assure they are alive and still damp.

Business

Response:

Dear [redacted],

We are responding to complaint ID #[redacted] from [redacted].

We apologize for the poor experience this customer had with order #[redacted]. We have reviewed our system and do not have emails from the customer in relation to this order, and this may be related to a server issue with are currently experiencing with Yahoo mail.

We are unable to provide the customer with a replacement of item #[redacted] (Rhubard plants) at this time, as this product is now sold out for the season. Therefore we have issued a full refund for this order back to the customer today.

A refund for $12.95 for the product, plus a refund of $6.95 for shipping were issued today. The customer will receive these 2 refunds posted back to their Visa account within the next 3-7 business days.

We apologize again for the poor experience this customer had with our products & service level, and for any inconvenience this situation may have caused them.

Regards,

Customer Service Manager

www.burpee.com

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Order placed May 5, 2015 for 6 tabasco pepper plants. Plants were listed as in stock, and currently shipping to my region,according to Burpee's provided plant shipping schedule.
After one week with no update on status, I called Burpee to inquire. I was told that products typically take 7-10 business days to leave the greenhouse, then arrive within 2 days. This was not made clear during the checkout process. The only statement was with regard to their quick delivery time to ensure the health of the plants.
After a further 7 days (14 total) I again called and asked about the status of my order. I was brushed off and told that my plants had been "picked" from the greenhouse and should ship out within the next few days.
The following week, I called again. This time I was told there were delays due to "frost", which seems absurd for greenhouse grown plants, but that my order was indeed picked and ready to ship. The continued reference to "picking" live plants, as opposed to fruits or vegetables, was also curious.
Finally, today, May 31, 2015, I received two automated emails informing me that my order had been sucessfully cancelled, and that the refund for my purchase and the shipping costs was in progress.
I called Burpee again, who simply stated that they had run out of peppers.
Run out of peppers that they had repeatedly stated were already ready to ship out. And no attempt to contact me on the phone was made. The order was cancelled before I knew there was a stocking issue.
I will absolutely never knowingly purchase any product from Burpee again.

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Description: Manufacturers & Producers

Address: 300 Park Avenue, Warminster, Pennsylvania, United States, 18974

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