Horticulture Source Avis 102

Réponse de Horticulture Source

Il y a un jour

We’re sorry to hear about the condition of the shipment, but we’d like to clarify the timeline. We responded the same day you contacted us, arranged a replacement immediately, and it shipped the next business day. Tracking was sent, and the replacement is out for delivery today.

If you haven’t seen our updates, please check your spam or promotions folders, as our emails (including tracking) may have landed there.

We acted quickly to resolve the issue and are confident the replacement will arrive in proper condition. If you need anything further, please don’t hesitate to reach out.

Réponse de Horticulture Source

23 avr. 2026

We’re sorry you felt frustrated, but your review leaves out key facts.

The shipping shown at checkout was an estimate. After the order was placed, the carrier cost came back significantly higher because this item ships as a large palletized shipment, not as a small parcel. The product was over 65 lbs and roughly 34" x 34" x 34" before even accounting for the pallet and packaging. Shipping a palletized item across the country is not comparable to sending a small box by standard parcel service.

When you chose not to proceed, we canceled the order at your request. We did not charge a restocking fee. A 5% cancellation fee was applied in accordance with the policy agreed to at checkout, which helps cover non-refundable payment processing costs incurred on canceled orders.

We do not “lure” customers in with pricing or invent shipping charges. We provide products at competitive prices, and in rare cases oversized freight shipments cost more than the initial estimate. When that happens, customers are given the option to proceed or cancel.

Réponse de Horticulture Source

15 janv. 2026

We take claims like this seriously, so it’s important to clarify what actually occurred. Our records show that you placed the order, then emailed asking for it to be canceled while simultaneously filing a PayPal dispute claiming “item not received.”

Once a PayPal dispute is opened, we are legally unable to cancel or refund the order directly—the funds are locked while PayPal conducts their investigation. Had you simply requested a cancellation without disputing the charge, we could have canceled and refunded the order immediately.

The delay was caused entirely by the PayPal dispute process, not by any lack of response or refusal on our part. As soon as PayPal allowed the transaction to be resolved, the refund was issued. Any fees referenced were related to non-refundable payment processing costs, not a “convenience fee.”

We’re always happy to help customers cancel or resolve issues quickly—but filing disputes before allowing us to assist only slows the process for everyone.

Réponse de Horticulture Source

4 déc. 2025

We understand your frustration, but we’d like to clarify the situation. Your order weighed 998 lbs and shipped as a freight pallet delivery to a rural area in Maine, which requires scheduled delivery—this is why it took a bit longer. Freight carriers must coordinate delivery times directly with customers, and that’s when you received the call to set it up.

We personally responded to your emails and provided tracking. We’re glad your order arrived safely—and it’s worth noting you received brand-new products direct from the manufacturer at nearly 50% off wholesale, saving you over $2,900 off retail on your $2k purchase!

We appreciate your business and your patience with the freight process.

Réponse de Horticulture Source

26 nov. 2025

We’re sorry to hear about your concern, but we’d like to clarify that your order was placed on November 16 and tracking information was sent to you on November 17. Please check your email (including spam or promotions folders) for the shipping confirmation.

Your order has already been shipped, and we’re happy to provide tracking details again if needed. Please reach out to us directly so we can ensure you have all the information about your delivery.