I ordered 5 hybrid poplar trees that according to their website would be 3 to 5 feet tall. The trees arrived. They had been placed in a large box with nothing to stabilize them during shipping. Consequently, they apparently bounced back and forth in the box. Two of the trees were broken in half. One was completely bent over, not quite broken. None of them were 3 feet tall. The tallest one was 35 inches. One was 27 inches. They were all less than the diameter of a # 2 pencil.
I called the company and they asked for photo's of the trees, which I sent. They then asked for more photo's. They then said they would send me 2 replacement trees for the two that were broken in half. I said that was unacceptable as none of the trees were the size they advertised. For $29.95 per tree, you'd think they would at least ship a tree that actually looks like a tree, not a stick smaller than a pencil with about 4 leaves attached. Trust me, their stuff is not worth what they are charging.
I was still willing to accept replacement trees if they would send me 5 that really were the size they were advertising. The best I could get out of them was 2 replacement trees. After several e-mails back and forth stating I would not accept 2 replacement trees, I asked them to cancel the order and refund my money. They then stated they have a "no refund policy". I pointed out that under Federal Trade Commission rules that if I do not get the product I ordered, I'm entitled to a refund. I also told them not to ship the two replacement trees as I now would not accept them and no longer wished to do business with their company. I did not hear back from them. So, I filed a dispute with my credit card company and also filed a complaint with the North Carolina Attorney General's office since they are located in NC. I'm also located in NC, which makes it even more convenient.
This company is using deceptive advertising in that I did not get trees that were the size they advertise on their website. I noticed that several of the other complaints about them stated the trees they ordered also were not the size the website stated they would be. There was nothing on their website that stated what the circumference of the trees would be but I was shocked when these arrived to see how skinny they were. I'm not kidding when I say they are not as big around as a pencil.
I'll post an update as to whether or not I get my money back.
Winston-Salem, North Carolina