House of Wesley reviews and complaints
The good, the bad, and the ugly - discover what customers are saying about House of Wesley
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nursery
My mother ordered some plants from House of Wesley. After reading all the negative reviews about them, I figured we'd wait forever, get dead plants, and have a huge hassle dealing with the company.
The company does take quite a long time to do anything, whether it's fill an order or issue a refund. That's the only negative about them.
Contrary to other reviews, I found the company very easy to contact and to work with. Every time I called there, the phone was always answered immediately by a live person. The company always did everything they said they would, when (albeit slowly) they said they would do it.
After ordering the plants and waiting several weeks, maybe about a month, my mother got the order. After pondering for a couple weeks about what to do with them, she decided that planting them would be way beyond her means (she ordered a couple hundred plants), so she wanted to return them.
Again, based on all the negative reviews I read online, I figured we'd be unable to contact the company, and that they'd find some excuse to not refund her money. The timing was right at the end of the 30 day return period.
I called to see if I needed a RMA, expecting (based on reviews I'd read) to have a hard time reaching the company. Their phone was answered immediately by a helpful, pleasant customer service person who said no RMA needed; just send them back for a refund.
I sent the package back Priority Mail around the end of June. After a couple weeks, I called them to check on status of a refund, again expecting the worst, based on other reviews. Again, no busy signal, no auto-answer, no annoying phone maze; a live person answered the phone immediately. You sure can't beat that for customer service!
The customer service person said they'd gotten the return, that it was being processed, and that a refund would be processed and issued after that, in another week or two. Again, based on all the bad reviews, I still was dubious we'd ever get an actual refund.
By the end of July, my mother had her refund check in full.
So my experience with their customer service, as well as their returns policy, was nothing but outstanding: a lot better than many companies I have dealt with. The only reason my review is 4 stars instead of 5 is that they do move pretty slowly. It took about a month to get our order and about a month to get the refund. As long as you set your timing expectations accordingly, you'll be satisfied.
Poor business
I placed my order on May 6, 2011, my credit card was charged for the order by May 13. It took until the last week of June to receive even the first portion on my order and that was only after I repeatedly asked them to cancel my order and refund my credit card. I finally received the last portion of my order today, 80+ days after I placed the original order.
Part of my plants did not ever come up after I planted them, so I sent an email explaining this. Their response was that I would need to send the orginal receipt which was glued to the plastic bag my plants came in to them as proof of purchase, along with a detailed explanation of the problem. The email I sent, explained which plants did not live long enough to come up when I planted them, and believe me, after all the emails I sent them, they know which order is mine. I felt that their whole purpose is to see who they can scam and from the number of complaints I have found tonight they seem to be very successful, I would not recommend doing any business with this company at all.
The complaint has been investigated and resolved to the customer’s satisfaction.
In Sept. 2013 I ordered $100. worth of lily bulbs from this company. It is now June 2014 and not one of the bulbs bloomed even though I followed the instructions explicitly. When I tried to call the company all I got was a busy signal . I tried several times. Same thing every time. How do I get my money back because I certainly don't want any more of their products
Internet Order for Plants
I ordered 24 small trees from House of Wesley. I provided my shipping address with special instructions (all in CAPS) : DO NOT SHIP BY US POSTAL SERVICE TO THIS ADDRESS. My physical address and mailing address are very different. I go in the Post Office near my physical address about twice a year. House of Wesley shipped by US Postal Service. The plants sat...
Read full review of House of Wesley and 4 commentsBad Plants, No Refund or Replacement
I ordered about 13 plants from this company in June 2009. When I received them they were all broken and molded. When I contacted them ( long distant) they told me to return the label along with a note telling them why I was requesting a replacement, which I did. Enclosed note stated ALL PLANTS were damaged. Two weeks later I received my note and the label back with a note from them stating I needed to mark which plants were bad. WHAT PART OF ALL PLANTS COULD THEY NOT UNDERSTAND. So I sent them a letter along with the label. It is now June 2010 I still have no replacement plants. I called them and they stated they have no record of my replacement order. I requested a refund and they said they would not give me one because I did not send the plants back. DOES NOT FOLLOW THROUGH WITH GUARANTEE! REALLY BAD CUSTOMER SERVICE!
The complaint has been investigated and resolved to the customer’s satisfaction.
I have just joined the ranks of those with bad experienced with House of Wesley. Back in March I received for the first time a plant catalog from them. I sent back an order with accompanying check and never received an acknowledgment. On checking with my bank I found that they had cashed the check. Yesterday I received a second catalog in the mail and tried phoning the number on it - nothing but busy signal despite dozens of times trying to call. I also tried sending them an email and got an auto-reply acknowledgement and nothing more thus far. I read several postings on another website of people that either paid money via check or credit card and received nothing and others who received dead plants. Late yesterday afternoon I went to the website for the Illinois Attorney General's office and filled out a complaint inline contending as a resolution I expect House of Wesley to, without further delay, deliver the plants I ordered but send me LIVE, HEALTHY ones - not dead ones, or - better yet - a complete refund of my money they have taken. This morning I also went to the BBB for Bloomington, Illinois area and saw on there that Direct Gardening is another name under which this outfit operates. I went to their website and they list a different number - but guess what?! That number rings busy, also. I sent an email to Direct Gardening (who does list itself as a subsidiary of House of Wesley) and demanded either an email or a phone call to resolve this matter by week's end or not only will I continue to pursue my complaint with the State of Illinois but I will also put in lots of time posting about my experience so that others will think twice before doing business with them. I would suggest that other people who have had unresolved problems with them also file a complaint with the Illinois Attorney General's office.
On one website you have 420 Negative reviews only 156 positive 50 neutrals. That is BAD CUSTOMER SERVICE. I did as was told by waiting and planting only to have them ALL DIE. My MONEY DOWN THE DRAIN ! The 2 4.99 were used on new orders for things that arrived CRUSHED. The other plants just DIED after I planted as told. There is something you can do, supply LIVE plants in GOOD condition. The original plants did not appear alive when I received them, but I did as told and waited then the replacements arrived in poor/dead condition and again as i was told planted, now you tell me "We are sorry for the inconvenience. " Not inconvenience it was/is a waste of MY MONEY, so yes you could at least send me LIVE plants in GOOD condition, but you just DO NOT want to. ALMOST $200.00 GONE.
I ordered 50.00 wprth of plants, I received 50.00 worth of leaves, everythi g is DEAD.
I agree with your complaint, I am going through the same thing with House of Welsey/eBurgess. I ordered the Hybrid Blue Moon Rose bush and after 1 1/2 months, the plant is growing beautifully, however the blooms are pink. I have been in contact with them and they said my order could not be proven and without my CC statement, there is nothing they can do about. I contacted the BBB, even though I know nothing will become of it. I wish everyone could read this before purchase. The customer service was enraging. I wish I would have Googled this company before my purchase.
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Hmmm I think they wrote this letter. Because all the claims that she mentioned have not come to fruition for me. I have dealt with House of Wesley since 2019. Nothing so far has lived or thrived. Very disappointing.
In June 2020 we ordered 14 items thornless Golden Rose growing all other items are dead when I tried calling the company I got questions about insurance life and vehicle and also about addiction they wanted to refer me counseling the drug addiction how in the world can I talk to a human