Comments regarding Master Garden Products

I bought 3 bamboo veneer sheets from this company. at fedex arrival 3/6/2012 I had to call MGP as the packing was so bad that the outside veneer broke in 4 pieces. talking to MGP I suggest that I cut the 3 sheets in pieces (i wanted to resurface kitchen cabinets) and if I have enough veneer I
do not have to make a claim. I tried to cut the small pieces from the broken sheet, it was not enough. Calling back MGP advised me that without pictures of the damage there is no refund which is a company procedure. I talked to 3 people out of this office, nobody wanted pictures. This is again a company which takes imm the money and when it comes to service and warranty they are getting deaf. I suggest not to buy from them because when it comes to service there is none.

Posted on June 22, 2010, updated June 29, 2010
BUYER BEWARE, the worst online/mail order experience I have ever had! This is the information on my complaint to the Washington Better Business Bureau. It's lengthy but if you really want to know what you might be in for, read it.

On 4/1/10 I called MGP to order a bamboo fountain & recommended pump which I saw on their website. I asked if both items we in stock an available to ship when I placed the order. Their representatvie said "Yes they are in stock" " 4 to 5 days to pull, package & ship add shipping time, approximately 2wks.
On 4/23/10 I received this note on an email from Jaylene..."Your order should ship on Monday (April) the 26th, if for some reason that changes I will let you know. It is shipping from Washington State which is not far from you, so you should have it at the end of next week. No word until I contacted them on 4/28/10 for a follow up. At that time I was told the pump which I needed was not in stock, this was contrary to what I was told when I placed the order. I was then told that they would send the next size larger pump as a substitute for the recommended one.
5/4/10 Received fountain and substitute pump. Setup fountain and it would not function properly with the substitute larger pump, to strong. There was no water flow control on the pump, tried to make it work by purchasing a $11.00 water control valve when I did get the water slow enough it caused the pump to be very noisy, then fountain is right next to my front door, not acceptable.
On 5/9/10 I emailed Jaylene....... "When I called to place my order n April 16th I specifically asked if the fountain and recommended pump was in stock. I was told that it was in fact in stock & to expect delivery within two weeks. Based on that information I placed my order, in good faith. You know what transpired in the three week since I placed my order. On May 5, I was informed that it would be another two weeks for the pump. So if that actually happens it will have been 5 weeks on items that I was told was in stock. I am not happy with my business transaction with your company. And, based on the reports filed with the Washington Better Business Bureau this is not an isolated incident. Under the circumstance as a gesture of good customer service and compensation I would expect your company to ship the correct/recommended on website/ pump next day delivery."
5/10/10 received this email from Jaylene... The pump that you originally ordered was shipped to you on Monday 5/10; you should receive it 05/13 or 05/14. It is being delivered by OnTrac and your tracking number is D10010284753336. We have also enclosed an envelope containing a return label in pouch, so that you can return the incorrect pump. Once you receive just give us a call and we will arrange for the package to be picked up.
The second and correct/recommended pump arrived and was defective did not pump at all!
On 6/7 I sent these emails transpired;
Jaylene's reply...We are sorry that the second pump is defective, and we will bring it to the attention of the manufacturer. I had not heard from you in regards to sending the other pump back, and hoped that you had the pump and fountain working. I will check into this and get back to you.

My reply Jaylene,
You have told me before that you would check into this, in fact that is what you told me 19 days ago when I filled you in on all of the problems, on the phone. You did not hear from me because you were going to contact your boss (according to my notes Thursday 5/20/10) and get back to me. The ball was in your court...as they say! Today is 6/7/10, 10:00am, let's see how long it takes for your company to actually resolve this ridiculous situation by having the pumps picked up and refunding the pump money. I feel that is fair compensation for all of the trouble I have endured.
Jaylene replied...We can not issue a refund until we receive the pumps back at our facility. I will arrange for a pick up tomorrow June 8th, you will need to have the package waiting outside first thing in the morning, visible by the driver. You will need to attach the return label to the outside of the package. When the package arrives back at our facility, then my supervisor will review and let you know asap.
6/7/10 emails continued.
my reply,
I will have the package ready and in front of the door. What exactly will your supervisor need to review? If you have the pumps I should receive a refund correct? Is there any question about refunding the pump money?
Virginia Hopper
6/7 Jaylene replied... When we receive both of the pumps back to our location, we will then issue you a refund.
My email the next day
From: Ginny [mailto:tocoool@softcom.net]
Sent: Tuesday, June 08, 2010 7:02 PM
To: 'jaylene'
Subject: RE: Invoice 159033645
Importance: High
Jaylene,
The attached pictures pretty much say it all! After disconnecting the pump to package it for return I was alarmed to discover that all of the dripping cups are covered with mold which is not healthy to be around, especially given the fact the fountain in placed in an enclosed entry at my front door. Water had been running through the fountain continuously (approx. 3 weeks) after the big pump was adapted, at my cost, to function properly. Apparently, the bamboo was not cured or prepared correctly prior to putting the fountain together, at any rate I do not want it, plus the bamboo is already starting to split. Please schedule another pickup for the fountain so that I can get a full refund for the pump, fountain and shipping. It seems this nightmare transaction with MGP just simply won't end! Virginia Hopper



6/9/10 to jaylene... Jaylene,
Did you receive my 6/8/10 email and were you able to see the pictures of the molded fountain? Virginia Hopper
We are reviewing it and will get back with you.
Thanks
Jaylene / Master Garden Products
From jaylene...6/15/10 We received the pumps back, and it takes a few days to process a return. I will keep you posted. We are also investigating the fountain. I will be in touch.
NO WORD FROM JAYLENE TO DATE.
6/22 email to JAYLENE...
1 WEEK SINCE YOU SAID YOU HAD THE PUMPS, 15 DAYS SINCE THEY WERE PICKED UP( IN NORTHERN CALIFORNIA) AND NO REFUND AND NO WORD FROM YOU. WHY YOUR COMPANY IS "RESEARCHING" THE FOUNTAIN PROBLEM IS POINTLESS, THE MOLD ISSUE ON THE FOUNTAIN IS UNHEALTHY AND UNACCEPTABLE I DO NOT WANT IT . I WANT A FULL REFUND ON MY PURCHASE IMMEDIATELY. NEEDLESS TO SAY I HAVE PROCEEDED WITH THE COMPLAINT WITH THE BETTER BUSINESS BUREAU AS WELL AS THE GARDENER'S WATCHDOG SITE. MY PURCHASE WAS SHIPPED TO ME ON APRIL 26, JUST SHORT OF 2 MONTHS AGO AND IT HAS BEEN ONE RIDICULOUS PROBLEM AFTER ANOTHER! IF ANYONE WOULD LIKE TO REVIEW ALL OF MY EMAIL CORRESPONDENCE WITH YOU REGARDING WHAT HAS TRANSPIRED I HAVE THEM ALL. REFUND ALL OF MY MONEY AND PICK UP YOUR MOLDED FOUNTAIN!

Warning - they don't stand behind their product!! We bought a split wine barrel tub in September 2009 for a water garden feature. We stored it over the winter to keep it out of the Midwest cold and filled it for the first time in May 2010. Within 1-2 weeks it started falling apart!! They refused to replace it, stating that we bought it last year and that if you don't fill the barrel up with water right away it will fall apart when do do put water in it. Of course, they made no mention of that last bit on their website (might discourage purchases I guess) and they didn't include anything in their packing material about filling it with water right away. Oh, but they did offer us 20% on another split wine barrel - how generous!! Here we were all proud to buy an American product that was recycled to help the environment, and it turns out to be a piece of junk that they won't stand behind. Sad. Really sad.

Buyer Beware:
The products ordered, 4'x6' willow panels, were not as pictured or described on their web site. Cheap would sum it up. That was my fault, I was in a hurry for this project and did not have time to scout around at the local nurseries.

What was shady is that they charged me to ship the product FedEx, but did not actually use FedEx. They used a shipping company I had never hear of, for good reason. Master Garden pocketed the $30 difference between the shipping costs.

When I brought this fact to their attention, I was told that a "manager" would call me back in a day or two. Of course, no call was ever received. I then phoned my CC company to file a complaint. I was told they, the CC, would refund me a standard $30 but would not follow up on the misrepresentation. Obviously not worth their time to chase down every dishonest vendor out there. I would bet that Master Products know this game and is exploiting it to their benefit.

I would not recommend doing business with them, even if you are in a pinch.
Only goes to re-enforce my "shop local" leanings.

I ordered 6 of their cedar estate tree planters. When they arrived, I opened one of them, only to find that the dimensions were entirely different from those listed on the website (they include finials and legs). The planters were cheap and flimsy.

I called to return the 5 planters that were unopened. At first they wanted to assess a restocking charge, but agreed to waive it when I pointed out their misrepresentations.

I spent several hundred dollars shipping the planters back to them and I have a UPS delivery confirmation for May 27, 2009. I never heard a peep from them, much less a credit on my credit card.

After 6 weeks and numerous emails, Gloria Tan finally emailed me to tell me that one of the planters was damaged (even though it was in their original packaging) and that they were only going to credit me for 4 planters. I finally got the credit on July 7.

This company misrepresents their products and makes it as difficult as possible to return items. I will never buy from them again and strongly recommend that you avoid them like the plague.

I ordered some willow fencing through this company. When it arrived it was not at all as described (the description said each section could extend to 10 feet. Fully extended, it was not even half that).

I called to return the item and was told there would be a restocking fee. When I told the representative this information was no where to be found on their Web site, she agreed to waive the restocking fee. Given that the return was entirely because the item was not as described, I thought that was the least that should be done. I also feel my shipping charges (which were significant: they charged me $25 to ship to me but it cost me $15 to ship it back using the same service?) should have been refunded, but did not request this.

The return was received by them one week ago and I still have not received a credit. I have now e-mailed three times and called once. The representative on the phone, who was very nice, could not answer my question about when my return would be credited, and I've yet to receive a reply to my e-mail inquiries.

I find it interesting that they charged my credit card within a day of me placing my order but more than a week has gone by and they haven't found the time to refund my money?

Even though I'm unhappy with my experience with MGP, I will change this rating to a neutral if I receive my credit soon.

"On Jul 10, 2009 12:53 AM, Master Garden Products responded with:

Hi Twonewfs

the record show the refund was sent to you, if you have further question please contact us 800-574-7248,"

I bought three cedar hanging planters. One fell apart within 24 hours & a second is about to. I have tried emailing & it bounces. I have called & left messages twice with no response. I do a lot of internet shopping, and this is the first bad experience I have had.

"

Hi

We have been getting our email without any problem, and we did get a lot of calls but not your phone messages or email, please send email to jasont@mastergardenproducts.com with your order ID, we would like to take care of you like thousands of other customers we have served for so many years, thanks

Hi

We have been waiting for you call us or email about your complaint, but we have not received any respond from you, please send us the your order ID and any image of our products being inferior like you said. thanks"

If I'm not mistaken, Gloria Young was the name of the supervisor that I had spoken to on the phone regarding my order. So I'm wondering why she would make up a review for her own company on this website, it's just absurd, not to mention pathetic. First of all, their shipping charges are outrageous and I've been told that my fence was suppose to be coming in about 3 month ago and yet have still not heard or seen anything from them since.
My advice is to never deal with this company.

"

Hi

I am sorry you have not been contacted about your fence order yet, Jayleen or Gloria Tan( but not Gloria Young, there are many Gloria in this country) will contact you if you would send me an email to give me your order information, I would like look into it, unfortunately the shipping for fencing is always high because of the dimension of the package, the surcharge from the carrier sometimes is higher than the cost of shipping itself,"

I have been waiting for a month for my rolled bamboo fence. In spite of several e-mails, no response has been noted from Master Garden Products. I wanted to have this fence in place for my son's graduation party. Now we are very disappointed. Hmmph.

3/13/2006 placed original order - shipment was very slow and missing a 2' willow fence they charged me for.

4/1/2006 spoke to someone who told me warehouse was closed for weekend, would contact me Monday

4/3/2006 called again, they told me 2' fence was on it's way - was mistakenly left out of original shipment

5/15 still no fence and now they tell me its on back order until mid June

I see a pattern here. I ordered an item on March 9. I could not find an approximate shipping time on the site; so when I had heard nothing after about a week, I emailed and asked when I should expect the items to ship. The response from Jason I received was "not . . . by next week." Um, okay. Doesn't really answer my question. So I emailed twice more. I heard nothing in response.

Then last week, I received a call from them. They said that they no longer carried one of the items ordered but had a similar item and asked whether I would like to substitute the other items. I said okay and asked when my order would ship. She told me it would ship early this week.

I received an email confirmation, and the amount authorized to my cc didn't make sense, even with the changed product or a change in shipping price. So I called again. This time, I was told that one of the items had already shipped prior to me speaking with them the first time. I asked for the tracking number. She didn't know. She said she would look into it and call me back. She hasn't.

I guess about the only thing to be done at this point is cancel the order since these folks just can't seem to get a simple transaction straight.