Burgess

These guys are a joke! I understand the current state of things but the reality is that placing customer service agents remotely to phones from their own homes is an extremely easy and cheap process these days. None the less Burgess have NO WORKING PHONE NUMBER, and don't mention that anywhere on their site. However if you try to call their phone it's disconnected! That says a lot right there!
It takes days to get a response to an email, yet when they do respond they don't answer any questions. I wish I had read the extensive number of bad reviews online prior to ordering. Assuming they were a reputable company, then reasonable substitutions would have been okay. SCAM! First, the plants I ordered were almost all potted. However, I am now waiting for the "dormant" plants which are apparently kept dormant in a climate controlled place (seriously?!?!) to be what exactly? They were "HARVESTED", so even though they may arrived in a pot they were not grown in that pot, they will simply be packaged in a pot.
Also, I ordered a liatris barefoot plant which was automatically flipped on my order confirmation to 25 bulbs. I still haven't rec'd responses to that or several other questions. Total shady company, misleading website, non-existent service.

On March 2,2016 I ordered Dew Berry and Grape Vine plants from eburgess.com for a total of $58
Order number: 34738383

The plants looked dead but I planted them right away in good soil. Burgess never did show signs of life. At first I only was sure the Dew Berries were dead so on 4/11/16 I emailed customer care to ask if they would replace these plants. The emailed me back that I needed to send the shipping label (which I had thrown away) and the credit cared testamentary to prove I paid. (I used my debit card). After much going back and forth I was told they would make an exception on the shipping label. I argued that surely their records showed I had paid else they would not have sent me the order. In the end I sent the copies of the order, copies of my bank register showing the payment paid to them. They sent it all back to me and refused to replace the dead plants. Since then I have confirmed that the grapes also were dean and never came out of dormant. This eburgess.com had $58.46 of my money and I have absolutely nothing to show for it. Worst customer service ever and I will NEVER order from them again.

Sandy Cobb

I have read most of the reviews here concerning this company's products and customer service. I've been ordering from them occasionally over many years. Honestly, any time I've called them, I really haven't had any customer service issues since Burgess do state right off to have items replaced, you need the original label. I do keep a garden folder with all plant purchase receipts from them and other companies for this exact reason.
In regards to people commenting about not getting what they thought they should get with a grafted tree, I see what you are thinking; your grafted tree should have branches. I just got mine (grafted plum) yesterday and it is indeed a pruned single stemmed tree. BUT since I've been gardening for 40 plus years, I immediately recognized what they did. It's called bud grafting. I was able to find all grafts on my "stick" and I'm happy they all look well healed and established. This summer, hopefully the tree will take and the grafts will grow. My only complaint is shared by others. The main roots were bone dry with maybe a cup's worth of fine end roots in moist soil. That could be improved upon since dry roots can mean dead plant. Especially when they're pricy.
Burgess is not a fuzzy and cozy warm company but i will still order from them.

So, today I finally got the stuff I ordered from Burgess, including pawpaw trees, after waiting more than two months. I can't tell you how utterly disappointed I am. I knew Burgess were going to be sending me dormant, bareroots. So, they sent two of them, right? One wasn't even a bareroot. One was a dead BRANCH. No, STICK. No roots whatsoever. BONE. DRY. I could play fetch with the neighborhood dog with this one.

What's even more crazy, to send it back, it'll cost me more than the damn plant. My apologies. Never been so frustrated. I continued to send them e-mail asking about the status of my order and they continued to claim they were getting "new" stock every day and my order would be sent at any time now. Seems to me that the "new" stock had been sitting in the warehouse drying up. What's more is they sent me four "replacement" cherries since the original one had "failed", but they sent them in no container. Yep. Bone. Dry. Roots. Not sure what to do other than to keep calling them. But, no answer. Most likely a fraudulent organization. JMO. And then, I'm calling them out. Tonight, I'm reporting them to the Better Business Bureau. Shoulda ordered from Gurneys. They're a little more expensive, but their customer reps actually talk to you on the phone And, I'm never ordering from Burgess again.

You'll read a dozen of these kinds of reviews. In fact, there's one here that followed just about the same plot that this one does. Ordered a plant back in April, it never arrived. I messaged them regarding a refund. Burgess told me in two weeks. In four weeks. In six weeks. In between, I had been sending emails and calling them, receiving another date several weeks down the line, or absolutely nothing at all. Four months later and I am still waiting. Honestly, there's little point in reiterating a point that so many others have already made here. I am going to join the rapidly growing anti-fan base and will never do business with Burgess again. Hopefully I can save you the same trouble.

I rarely ever write any reviews, but have to put my two cents down here.
I placed an order for a couple of honey berries. Burgess arrived yesterday July 5,2018, practically dead, right in the middle of days of heat wave here. Problems: 1) On opening up the package, I find the root balls in the plastic containers already dried out, and twigs atop shriveled, too. Meaning? Practically dead. Overnight, I soaked them in water, out of humanity. 2) This morning, I called the company about refund. Below is our conversation:
"To get refund, you must return the product within 2 weeks", Sheryl, a phone rep, said. And it'll be at my expense. Alternatively, "Plant them and see if in 6 weeks they'll come back". If not, then I could contact the company for credit and replacement. To get credit and replacement, however, I must send a letter with the shipping label included, and it must arrive at the company's office. Cut-off date? Within 6 WEEKS! I suppose she meant it to be from the time of the products' arrival.
"Gees! Would you do business with a company like this, if it treats you this way?" I couldn't help asking Sheryl. "It's not that I was a first-time buyer!" An experienced phone rep, Sheryl dodged the question, but merely stated that this was "their" policy. She did work for the company at its call center, Sheryl replied to my question, though her "their" led me to question whether she was taking calls for any company.
"Could I send you by email a picture of these plants, so you'll know what I am talking about?" I asked.
"No, they don't accept any emails," Sheryl replied. She went on to say that emails could give the company virus. Sure. But a company that does transactions via website?
"They operate by mail. I can give you the manager's name and address, if you want to write her," she proceeded.
"No! She doesn't deserve my time," I determined. "Don't take it as me blaming you personally, but - forgive me - your company is $#*!ty, and this will be my last purchase from you."
I will in good conscience put these pretty much dead plants into the grounds and see what happens.
I don't look forward to any further contact with this company.

To whom it may concern,

I placed an order as you see below.

Today the box came in the mail and was soaked. I opened the box and this is what I found inside ( see pictures)
I had to throw the box out since it was sticky stuff all over everything! There were two packs of herbs (sweet Fennel and kale) and the biodegradable planting cups. After trying to reach to pull the stuff out, I refused to touch anything because it had the sticky stuff that must have exploded from the cold being shipping). I was handed the box from the postal lady, so I did not keep it outside. This was caused by delivery. I did not get the rest of my order, so I am hoping it is safely on its travels. My fingers are irritated now because of the small amount that got on them when I opened the main box.

I called and spoke to the first woman she didn't even bring up my account or give me her name, and was unprofessional and demanding. I asked to speak with a supervisor (was again unprofessional & complaining I asked to speak with the supervisor) and was put on with Anna Clock #718. Anna as well told me of the policy of sending the shipping label back to the company along with a letter explaining the situation.

I have been purchasing from many companies for the past 30 years and have never dealt with a company like yours.
In order to get a refund I have to Pay to ship back defected items, in order to get a replacement I have to touch a box soaked with chemicals so you can see the label that you sent me in the first place, refused to except a picture of the label, an email of my invoice and refused to take the word of a customer, and asking a customer to once again do something Burgess do not feel comfortable doing just to get a replacement.

I really learned a valuable lesson today!
Keep away from eBurgess and stay with the other company that might charge a little more, but at least they have trust in their customers, go out of their way to make their customer happy, and has a fantastic customer service department.

I will pass on my experience with your company!

Thank you,
Lillian

Ordered 18 bareroot raspberry plants on August 27,2018. Got 18 dry sticks none of wich came to life. So sent them back for a replacement summer 2019. Again got lifeless skinny dry sticks. Soaked them in water/kelp solution and planted. Month and a half later not one plant showed any life. Contacted company for money back, and was told i have to contact their manager via letter because she doesn't communicate through email or phone. So i did write her a letter explaining how frustrated i was, planting their dead raspberries. It took me a lot of time and energy and none of 36 total plants was alive, i explained to her that i don't want a replacement any more, i just don'twant to waste any more of my time planting their dead plants. In mean time i ordered 5 same exactly plants from Etsy, week later Burgess all are sprouting new leaves! And today i finally got a letter from Susan Phelps, saying they have only 14 day window for a refund. And in order to get a replacement, you have to send the original shipping label back to them together with dead plants. Even though i still have the original label, i do not want a single plant from this company. Very unprofessional and rude customer service. Will never order any plants from them again. Wasted close to $100, and a full raspberry season. Very unhappy.

I placed an order for seeds and plants
When the seed arrived, all thrown in a green bag, Burgess were opened and all spilled out and mixed together. Called customer service and they said to send back the shipping label. A month later and 5 "Contact Us" complaints they never answered me. Called and called only to get a busy signal. The replacement seeds finally arrived and I never opened the green package because I could hear the seed rumbling loose inside the package. Very same thing happened again. I am returning the seeds and have contacted my bank to reverse the charges. THIS COMPANY IS PATHETIC!
I will never order from them again. Can't believe they are still in business. Save your money and the headache... order from someone else!

I ordered over $400 worth of trees, shrubs, and plants in February. Only got a dead tree, dead vine, and 2 packets of seeds by April 28th. I had both of my banks dispute the charges and Burgess credited my accounts... after I told them I filed a fraud report against them with the Illinois Attorney General's Office. I suggest that anyone ordering from this company do the same thing that I did if you want your money back. Please file an online fraud report with the Illinois AG... it only takes a minute or so. These people need to be shut down and prosecuted. Every site I have looked at online gives them 1 star out of 5, with literally hundreds of complaints. DO NOT BUY ANYTHING FROM THESE PEOPLE (or their associated companies: Royal Dutch & Four Seasons Plants)... all in Bloominton, IL.

I was actually quite happy with burgess. I did not have to deal with their customer service, but their product was great. Burgess say that they send dormant trees, and that is the case. The cherry and peoni trees we received looked 'dead', but a year later they are flourishing. We also got some ice plant that has taken over as a great ground cover should. The mosquito shoo geraniums got huge but didn't do a fantastic job with the Mosquitos. Our mixed pepper seeds ended up producing a gallon to two of peppers per week for about three months. The finally died after the third frost in late October.

I plan on buying a big shipment from the after I move into my new house.

Read the directions, and don't forget that they are shipping plants so expect them to take a while.

I deeply regret the day I place the order from your Company.
April 11 received the order: all plants smashed, damaged, broken: big mass greens and soul. The same day call your Customer service.
Follow representative instructions, next day, April 12 sent box label, plants tags from each plant, wrote the letter and send all to the company for replacement. Send in yellow envelope with paid certified mail. And green bag with smashed items went to garbage.
Tracking info showed letter was delivered at April 20.
No respond from your company!
April 24, call again, spoke with Alissia, and discuss the problem, she sound very positive and promised replace the order. We asked here make a note that we will be out of town till May 20.It was nice conversation.
And then, suddenly, at April 28 received envelope from Burgess Co with our original label, my letter and New instructions! Burgess want me planted the mass, wait a month. These so called plants were in garbage long time, after speaking with Customer service. And I dont understand why I have to planted broken plants, when I paid for quality product.
Send letter, email: no respond. Replacement doesnt receive. In letter from August 3, you asked exact issue with the items? I explain all a few times: in letter, by phone, by e-mail. You continue send us letters, bother us with questions, we answer long time ago.
Last phone conversations, I had with your representative Patrick on September 20, Oktober 31I explain him again and he promised to pass all info to person handled the complain.
Surprisenly, they don"t like e-mails!
And I Asked My Credit card investigated this transaction, as results received our money back and never, never advise anybody to buy from this company!
Order a lot on line, and always satisfied with service, never complain.
So, please, do not bother as again!
Roman Kreimer, Vernon Hills, IL 60061

I've been receiving catalogs from this company for a few years, honestly I don't know how Burgess got my information. But I decided this year that I would give them a try. I placed an order back on 2/20/21, the order said that it would take 1-2 weeks to process and ship. I waited and then on 3/5/21, I hadn't heard anything so I tried to call the phone number listed on the order. I got a busy signal. I tried calling throughout the day and still, there was a busy signal. So I sent an email to their customer care department asking what the status of my order is. I received an email saying that my credit card declined my order and if I wanted to order again, to go onto their website and place the order. Well, the credit card I used has the available credit and I have excellent credit. So the only reason they would decline is because this business has raised red flags and is not a legitimate business. I sent back another email saying how disappointed I am in their lack of professionalism and requested that they remove my name, address and phone number from their marketing list as I do not want to receive any more catalogs from them. This company is the worst I've ever dealt with. No wonder they leave their phone off the hook!

STAY AWAY!
I ordered product form them via website on 4/26. It was nothing live.
I called May 7 looking for my shipment, and was told that it won't ship until next week! 3-4 weeks for shipment, and it might be another week before it comes in! So I called to cancel. Was told to write an e-mail, I did. It got returned! I called again was told to write another e-mail because that's how returns are done and NO ONE at the office can help me with an return! SO I did! That same day I received an e-mail saying my package was shipped! I call again to stop the shipment, I am told that there's nothing that Burgess can do, except for me to sent the package back, and PAY FOR THE SHIPPING!
I asked to talk to the manager, lady on the phone told me that there's no point cause the manager will tell me the same thing, and that's the policy that they have and I just need to follow it! WILL NOT DO BUSINESS AGAIN!

Wow, I had the same experience as most others. The plants arrived nearly dead. Burgess were just seedlings, not well rooted plants. All ended up dying. They would not replace or refund my money even though I followed their directions and sent them the original shipping label, which makes no sense. I sent clear photos of the plants the moment I openend the package. They charged me for plants that I ordered, but never recieved. I had to work with BBB to get my refund for the plants they never sent me. The would not replacd the dead plants or refund my money. For some reason they sent me back the shipping label and told me to give the plants a year and see if they come back.

You have to go to their policy page with a problem. There you discover that you must prove you even made a purchase from them by providing the original shipping label or proof of purchase from your bank. Burgess shipped their product to your address which should be proof enough that you paid. All your information is already in their system. My shipping label was already in a 3 1/3 ft garbage can which means I would have to dump it all out to pick out the packaging with the label. Next time I will use this site http://www.theusanursery.com - look at their "Promises" page. Yes, you have to return the product, but at least they admit you actually made a purchase from them. They have better prices, too. Wish I'd looked at them when I was browsing. Yes, I received plants, but zero stars for their use of antiquated company policy. One star required just to post.

This is the email we left for their customer services...

We cannot express our disappointment when we received our order

1st we ordered Hemlock Bushes (8"-15") we have at least 5 "bushes" if that is what you call one sprig with roots attached. We have taken photo's of them root and all and Burgess measure 5"-6" not 8" as your minimum suggest. We understand you measure them root to tip, but come on, this is a joke! You conveniently have no place for us to upload the photo's so I guess you already know you have sent products that don't measure up to your description. Again a sprig is not a bush, just because there are roots attached, does not make it a bush.

When the variety pack of trees arrived, all 6 were poplar trees. NO VARIETY 6 of the same tree, its not a variety pack when the trees are all the same. Not to mention none of the tress have soil or dirt it is a bare root in a plastic bag delivered on a warm humid raining day here in MI which made the bag expand and have nasty condensation on the inside of the bag on the "trees"

Unfortunately we have a new house, new lawn and a high school graduation party in June and were ready to have great products from your company to plant. We are truly disappointed in your products and will not recommend them to anyone else in the new neighborhood. We will also leave poor feedback on your products and services as it pertains to the products we purchased on sites that "review" your services.
Thank you for the disappointment! You truly delivered.

I am glad that I did not see these horrible reviews prior to ordering my privet hedges from Burgess.

However, I probably will not order from them again (anytime soon anyway) since there are so many negative reviews.

I ordered 80 Privet Hedges. When I received them, Burgess looked like branches some had green leaves and others did not have anything. The instructions encouraged me and said not to worry. All the plants should be alive and ready to plant once I placed them in water for a few days. All the "branches" had long roots sprouting from them. I followed the directions and planted most within two weeks. Some of them I waited a few weeks longer to plant. I just kept them in water until I was ready. In fact, the first year, all of them started to grow wonderfully. The next year, I moved and replanted some of them. All but two survived my replanting. To be fair, the first few I planted was on an unusually hot day. So, a couple of them died right away. ( I waited for the whether to cool and replanted the rest I wanted to move. They all survived)

To make up for the ones that died, I simply cut little branches from one of my healthy hedges and placed them in water. In no time the branches grew roots. I planted them and they are now headed to becoming full grown hedges too.

I will have to come back and let you know how things are going. I think it will probably take about 4 more years for the hedges to actually look like hedges. I am willing to wait. I already get a lot of complements from the neighbors.

So, I am a happy Burgess customer. But all of the negative feedback has caused me to go another route this year with my plant purchases. I guess I will support my local market and buy here in Spokane, WA -- So sorry to hear that the majority of the folks who have purchased through Burgess are unhappy.

Hey, I may be singing a different tune if my Privet Hedges don't look like they will ever become full blown edges. I will have to come back and let you folks know. Until then, I've given them a 5-star rating.

Horrible service - do not order anything from this site unless you want to wait months for delivery of products. AND Burgess charge my credit card immediately. I e-mailed for status after 3 weeks, and received a vague response that it will shipped when it was ready. Today after 5 weeks, I tried to call to cancel the order and the first person I talked to was so rude and refused my request. She also refused to allow me to talk to a supervisor, and hung up on me. I called back and was able to speak to a supervisor who told me "don't expect quick service on any order" Too bad - they seem to have a good selection but business practices are non-existent. I wouldn't care for the length of delivery if my account hadn't already been charged

Burgess and Direct Gardening have the same address and phone number. Last spring I ordered fruit trees from Direct Gardening. Burgess never shipped, each time I called they were going out next. Finally disputed charge with my credit card company because they did not want to return money. This spring I ordered trees and seeds from Burgess not knowing it was the same company. They did not ship in the timeframe listed. Tomato seeds have no value if not planted early enough. Their excuse was they were waiting on my climate to be right. First, bare root dormant trees can be put out now. Second, seeds like tomatoes need to be started indoors early. It sure appears this company is nothing but a scam. People need to contact the Illinois Attorney General and fill out an online complaint form if you are also being scammed by them running under multiple names. Absolutely horrible company that should not be allowed to do business.

Most of my stuff arrived in one plastic bag. I had ordered a "Fruit Cocktail Tree" which came in cracked. Burgess said that: "If any item you purchased from us does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL from the outside of the package along with a written request within 1 year of receipt. Replacement guarantee is VOID unless the original shipping label is returned."

The problem with this application of policy is that, even should the tree live, the grafts of some of the fruit varieties probably will not and there is no way of telling which varieties will fruit except by waiting it out for more than one year. At which point I might secure a new tree, and have wasted three years trying to grow the one I had bought in good faith.

Another dinosaur company which has lived past it's understanding of the Internet market and which will soon be replaced by Amazon? I think so.