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Bad Experience with Jackson&Perkins - Will Never Buy Again

Sorry long story.

12/2017: Purchased three roses

04/2018: Received three roses

05/2018: Two of them didn’t grow

05/20/18 – 5/29/18: Tried to call to get refund or replacement, refund deadline is the end of May, Waiting over 30 minutes each time I called, then got hung up (they must have a lot of refund requests)

05/29/18: Sent in an email and received automatic response saying it would take longer than usual to process

06/30/18: No email response, so I called again.  Customer rep said the guarantee period expired.  I told her I called so many times and sent in an email.  She did see my email.  She asked me to do the ‘Scratch Test’ and tell her the color I see.  I told her the color was grey and yellowish.  She asked me to do Epson for another 60 days.

06/30/18: Called again after some online learning.  I asked that if the color was grey, it meant the plant already died, why I needed to do Epson treatment.  She said just to give it another chance to see if the rose can grow.  I asked for refund.  She said the refund couldn’t be issued until 60 days of Epson treatment.

06/2018 – 08/2018: Epson treatment…

09/13/18: Contacted them through online chatting.  Was told the refund has been issued.

09/14/18: Received an email saying my refund was rejected, “The notes state that the scratch test showed green and the representative advised you to do an Epsom salt treatment on the roses. There was no further communication after that time, which put you two months out of guarantee.”

09/14/18: Called again, was told that my refund was denied by another department and she couldn’t communicate with them.  Asked to speak to a manager, was told the manager was in meeting then got hung up. 

 

They lie about everything!!!  The refund and replacement policy is a joke.  How could a company do business like this?!  Don’t waste your money and time with them. 

Just to share my experience and hope all roses lovers could make informed buying decision. 


Posts

  • Joyce21Joyce21 Posts: 15,489
    I think that is an American company.  This is a U.K. based forum.
    SW Scotland
  • AnniDAnniD Posts: 9,596
    edited September 2018
    Sorry you had such bad luck, however this is a UK forum and l see they are an American firm, so l am not sure how many here will have had dealings with them.

    Snap Joyce !
  • ObelixxObelixx Vendée, Western FrancePosts: 27,581
    Publish your story on Facebook and share it with friends, rose fanciers and the American Rose Society of there is one.
    "We don't stop playing because we grow old; we grow old because we stop playing." - George Bernard Shaw
  •  I have had a couple of mishaps  buying plants online in uk
     some were dead, one plant grew one year then died , it happpens but most uk online sellers have better customer service than america

  • AlisonjayneAlisonjayne KnottingleyPosts: 103
    I bought three fruit trees from Groupon for £15 and the plum one never grew any leaves. I told Groupon about it and they refunded the whole amount including postage! I now have an apple and pear tree which are flourishing for free :)
    Must stop buying more plants, repeat, must stop buying....
  • B3B3 Posts: 21,468
    Free fruit always tastes better.
    In London. Keen but lazy.
  • Bagpuss57Bagpuss57 South West Posts: 256
    I feel your pain hkong. I too have had problems buying online, but with Jparkers but luckily they were pretty good for refunds. They willingly and quickly offered a refund for three different items on different occasions. No questions, so although I was annoyed at the company sending out poor quality plants I have to applaud them for good customer service, that's once you get through to the call centre or email, which can take time! I now just stick to garden centres and nurseries and have discovered a few new ones in my quest to find different things. I guess we all learn from our mistakes but it's sad we have to put up with companies that seemingly don't care these days! 
  • Just learned from another post that Jackson & Perkins is a division of Jackson & Perkins Park Acquisitions, which is a subsidiary of publicly traded Western Capital Resources. Jackson & Perkins Park Acquisitions encompasses three garden brands: Park Seed, Jackson & Perkins and Wayside Gardens. I will stay away from them.
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