Richard Owens Nursery Support Ticket

Dead Plants - Plants

Created By:	Eibhis	Last Reply:	Eibhis
Priority Level:	[High]	Status:	[Open]
Created:	2 months ago	Last Updated:	2 months ago
Department:	N/A	Replies:	0
Product:	Plants

On July 9, 2008 I placed and order through the Exciting Gardens website (order #32539374). Several weeks later I received several dead and dying plants in the mail. I tried to rescue them, but unfortunately they all died. I contacted the Richard Owens Nursery , the company behind the Exciting Gardens website, and they told me if I returned the original shipping label they would send me replacement plants. I did this within a week of receipt of the original order. Since then I have received two further shipments of dead and dying plants. Everything the nursery has sent me died within a few days of receipt. I have called them multiple times and corresponded by mail on two separate occasions. The last time I called I was told by their customer service representative that I should send everything (dead plants and shipping label) back, and I would be given a full refund. Yesterday I received a replacement certificate in the mail - not a full refund. When I called the nursery today I was told by a representative that because I opted for the replacement shipment I no longer qualified for the refund. This is not stated anywhere on their website. From the website: Our One Year Guarantee If any item you purchased from us does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within 1 year of receipt. If you are dissatisfied with any merchandise, return it together with the ORIGINAL SHIPPING LABEL within 1 year of receipt for a FREE REPLACEMENT. Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returned. For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with the correct postage affixed, within 14 days of receipt. Since I returned the items and all the shipping labels - beginning less than 14 days after the original shipment and ending several months later (after serious delays in replacement by the nursery) - I feel that they are obligated to provide a full refund for the plants. I was told that since it took them so long to replace the items it went beyond the original 14 days and I would not receive a full refund.

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