Evergreen Nursery

Dear [redacted] ,We received your letter regarding the complaint of Ms [redacted] We are sorry that our return policy wasn't explained to her in a manner that helped her to understand our position as a growerUnfortunately, not enough information was provided to allow us to investigate the complaint Although we do have a manager in our Oceanside store named ***, we have no salesperson named [redacted] or [redacted] We have a cashier named [redacted] and had a cashier named [redacted] who hasn't worked for us since May, If we had copies of Ms [redacted] 's receipts, we could ascertain what she bought and perhaps be more clear in our response.Our return policy is very straight forward and is posted right at the cashier stand when the customer checks out:***RETURN POLICYMERCHAWDSE MAYBE RETURNED WITHIN DAYS FOR STORE CREDIT ONLY.To receive a voucher (Store Credit):e You Must HAVE ARECEIPTO MERCHANDSE MUST BE RETURNED INSALEABLE CONDITIONPLANTSCANNOTHAVE BEENREMOVED FROM THEIR CONTAINER***NO EXCEPTIONS***Plants are perishable after they leave the nursery their care is beyond our control.***M/E MAKE NO GUARANTEES***PO BOX e SAN DEGO, CA 9215O-e 858-481-FAX 858-792-1831www.evergreen nursery.com I am guessing from Ms [redacted] 's letter that she must have bought some 8-pack color (marigolds and petunias) and perhaps some 1-gallon PolygalaWithout her receipts we just don't know what she boughtWe grow almost all of our plants so, unlike Home Depot or Armstrongs, we do not buy them in from greenhouses far away where the plants are grown in "ideal" conditions only to fail when they reach the customer's homeOur method is to allow our customers to drive through our nursery and pick out the plants they like right where they are grownThis means that the plants are growing successfully when they leave the nursery and 99.9% of our customers appreciate the quality of our plants and the wholesale pricing and have success when they bring them homeUnfortunately, plants are live and we cannot ascertain what care they may receive when they leave the nursery.Every now and then, we may experience a crop failure of a specific variety of plant and modify our return policy to accommodate that failureAgain, without knowing specifically what Ms [redacted] bought, we have no way to checkI do know that our petunias, marigolds and Polygala have been fine8-pack color is extremely perishable and must be planted and watered appropriately immediatelyOur 8-pack color generally is longer lasting than our competitors because it is planted in a bigger container but if it is over or under watered, it can and will failin fact, all plants of all sizes are perishable and are subject to the care they receiveIf we have a heatwave and plants dry out, they can die immediatelyWe do not accept returns of plants that are dead or are not in the same condition as when they left the nursery.We would be happy to investigate this claim further if we have more specific information about what was bought and when so we can determine if Ms [redacted] is in fact entitled to a credit voucherCash refunds are never issued.Sincerely,Evergreen Nursery [redacted] CFO

Dear ***, Thank you for sending Ms*** attachments that were not enclosed with your letter I received in the mail. I refer you to our original letter wherein I stated our return policy that is posted clearly at all of our stores. Now that I see the receipts from Mrs*** I see that she bought the plants in May and attempted to return them in August. Our return policy clearly states that plants in sellable condition can be returned for store credit only within days of purchase. As I stated in our last letter, cash back is never given and credits are only given for plants returned that are alive and sellable. I am sorry that Mrs*** did not realize that we are first and foremost a wholesale grower which is why our prices are significantly less than other garden centers. 99.99% of our retail customers are extremely happy with the value we provide. I am sorry her shopping experience did not live up to her expectations.
*** *** Evergreen NurseryP.OBox 503130San Diego, CA 92150-3130858-481-1434858-792-1831 (Fax)

Per our conversation, please see the below email thread regarding the above complaint Like I told you on the phone, *** *** never provided her receipt which we require for a refund She did provide a picture of the sign that was priced wrong so we just decided to send her a check for
$*** plus tax The check was mailed on Tuesday the 16th. *** ***

Dear [redacted],We received your letter regarding the complaint of Ms. [redacted]. We are sorry that our return policy wasn't explained to her in a manner that helped her to understand our position as a grower. Unfortunately, not enough information was provided to allow us to investigate the complaint....

Although we do have a manager in our Oceanside store named [redacted], we have no salesperson named [redacted] or [redacted]. We have a cashier named [redacted] and had a cashier named [redacted] who hasn't worked for us since May, 2016. If we had copies of Ms. [redacted]'s receipts, we could ascertain what she bought and perhaps be more clear in our response.Our return policy is very straight forward and is posted right at the cashier stand when the customer checks out:[redacted]RETURN POLICYMERCHAWDSE MAYBE RETURNED WITHIN 30 DAYS FOR STORE CREDIT ONLY.To receive a voucher (Store Credit):e You Must HAVE ARECEIPTO MERCHANDSE MUST BE RETURNED INSALEABLE CONDITIONPLANTSCANNOTHAVE BEEN. REMOVED FROM THEIR CONTAINER[redacted]NO EXCEPTIONS[redacted]Plants are perishable after they leave the nursery their care is beyond our control.[redacted]M/E MAKE NO GUARANTEES[redacted]PO BOX 503 130 e SAN DEGO, CA 9215O-3130 e 858-481-1434 FAX 858-792-1831www.evergreen nursery.com I am guessing from Ms. [redacted]'s letter that she must have bought some 8-pack color (marigolds and petunias) and perhaps some 1-gallon Polygala. Without her receipts we just don't know what she bought. We grow almost all of our plants so, unlike Home Depot or Armstrongs, we do not buy them in from greenhouses far away where the plants are grown in "ideal" conditions only to fail when they reach the customer's home. Our method is to allow our customers to drive through our nursery and pick out the plants they like right where they are grown. This means that the plants are growing successfully when they leave the nursery and 99.9% of our customers appreciate the quality of our plants and the wholesale pricing and have success when they bring them home. Unfortunately, plants are live and we cannot ascertain what care they may receive when they leave the nursery.Every now and then, we may experience a crop failure of a specific variety of plant and modify our return policy to accommodate that failure. Again, without knowing specifically what Ms. [redacted] bought, we have no way to check. I do know that our petunias, marigolds and Polygala have been fine. 8-pack color is extremely perishable and must be planted and watered appropriately immediately. Our 8-pack color generally is longer lasting than our competitors because it is planted in a bigger container but if it is over or under watered, it can and will fail. in fact, all plants of all sizes are perishable and are subject to the care they receive. If we have a heatwave and plants dry out, they can die immediately. We do not accept returns of plants that are dead or are not in the same condition as when they left the nursery.We would be happy to investigate this claim further if we have more specific information about what was bought and when so we can determine if Ms. [redacted] is in fact entitled to a credit voucher. Cash refunds are never issued.Sincerely,Evergreen Nursery[redacted] CFO

Please see my response. thank you

Review: I bought a [redacted] from Evergreen Nursery on 11/15/2014. I asked one of the workers.How much is 24"box foxtail palm? She looked around and found the price sticker next the foxtail tree and said $[redacted].At the same moment, I looked at it stated FOXTAIL PALM 24"BOX $[redacted]. I used my credit card paid for it and I didn't pay attention for the total amount. I found out they charged me $[redacted] on the credit card on the next day. I came back to Evergreen Nursery today which 11/30/2014.I talk to them, they said 24" foxtail palm tree $[redacted], the price went up. Then I went to look the foxtail palm tree sticker again to double check, The price tag still there it was the same price as last time $[redacted] and I used my phone took a picture of the price sticker and talked to one of the worker pass by, he took the price sticker and said let me go check. I saw him just drove the car around did not even talk to anyone and came back to me said apologize the price went up. It is $[redacted] and he drove away. I walked to the office wanted to talked to the manager. that guy I just talked to was over there changing the price tag and he said I am the manager I asked anything you can do, he said no.Desired Settlement: I want get refund my $**+tax. credit card last 4 # is [redacted]

Business

Response:

Per our conversation, please see the below email thread regarding the above complaint. Like I told you on the phone, [redacted] never provided her receipt which we require for a refund. She did provide a picture of the sign that was priced wrong so we just decided to send her a check for $[redacted] plus tax. The check was mailed on Tuesday the 16th. [redacted]