Anonymous
map-marker Louisville, Kentucky

Educational

Can I prune my encores after they complete blooming in 2 weeks? I live in NE Ala. Just wondered, if that would be too late to prune before cold weather coming. Thanks!
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Steve R Gra

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Misrepresentation

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Monrovia - Misrepresentation
I ordered 4 plants on 2/20/22. At that time they were projected to ship to my local nursery on 3/4/22. After no follow up by Monrovia, I emailed them on 3/16/22 asking for an update, and followed up with a phone call later that day and left a message requesting an update...crickets... On 4/14/22 I called them again and they actually answered the phone and said the plants would be shipping out in 10 days, and should arrive at the local nursery in about 2 weeks. About 3 weeks later I left messages on 5/9 and 5/10/22 to call me with an update...crickets again... On 5/13/22 I received a boilerplate email that obviously went out to god knows how many customers with a different excuse for a number of possible issues. Left another voice mail today (5/17/22) and tried to follow up with an email but it was rejected by their server as possible spam, even though the email originated from them and contained their subject line. The worst thing about this situation is that the customer I ordered the plants for is beyond frustrated, as I have been relaying Monrovia's responses (or lack of) to them, and they are as tired of the excuses and misrepresentation as I am. I would cancel the order today if there was any way to communicate with them. As a landscaper I completely understand that nature has a way of disrupting schedules, but nearly 3 months after the initial order and over 2 months after their initial delivery projection, and over 1 month after their revised shipping projection, we are way past the "patience and understanding" allowance. The worst part is the lack of communication. I thought I was ordering from a top-tier, reputable company, but boy was I wrong. I suppose it's time for a formal complaint with my credit card company and the BBB.
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Preferred solution: Full refund

User's recommendation: Find a different source, especially if you are a contractor with customers relying on you

olga b Ftb

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Verified Reviewer

Order was not delivered

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I placed the order online in February and I got confirmation that the order will be shipped at spring time. After five month I received an email that my order #10005**** "Diseased and unable to ship". No refund or delivery reschedule.
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Loss:
$32
Cons:
  • Order was not delivered
  • Customer service
  • No response on emails

Preferred solution: Full refund

User's recommendation: don't even think about

Summer F Urq

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Verified Reviewer
| map-marker Algonquin, Illinois

Completed call

Number worked!! Got a real person who was extremely helpful. Had my questions answered and problem resolved along with a contact number and email for the future. Thank you!
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Anonymous
map-marker Chicago, Illinois

Status of Order #10005****

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I was finally able to get through to customer service; delivery arrangements with local nursery needs work. Plants are high quality and well-priced; excellent selection of plants not available elsewhere.
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User's recommendation: I will definitely order from them again, but will use a different local nursery for delivery.

Anonymous

Monvovia has no customer service

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Worst Customer Service EVER! Worse than the post office. I ordered some plants for a hedge from them and it took 2 months. After they arrived, I saw that I needed 2 more. I called them to see if I would have to wait another 2 months, and I was told that the representative that I was talking to did not know anything about such questions and that she would forward my inquiry. I also submitted the question online and filled out two of their customer surveys, re-stating the question. Three months later I received notice that they were closing my ticket. The instructions said to reply if the ticket should not be resolved. I did so THREE TIMES, requesting that they contact me, but to no avail. My plants were fine, which is why they got the second star, but the long wait and lack of any customer service whatsoever makes me post this warning to prospective buyers.
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Pros:
  • Selection
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

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