Placed order online 2/2/06; entered incorrect credit card exp. Date. Called Burgess 2/6/06 to give correct date. Was told online order would not be processed due to error and would receive email stating such.
Received email 2/10/06 stating card was refused. Called Burgess; was told original order had been cancelled. Burgess rep reentered order, with correct credit card information, at that time.
Burgess double-billed credit card 2/14/06; discovered this while reviewing accounts online 3/6/06. Called Burgess to advise; was told duplicate order was being deleted as we spoke and the duplicate credit card charged would be credited back.
Received duplicate partial orders 3/15/06 (pkg. 2 of 2). Called Burgess and asked to speak to supervisor; was told supervisor was gone because it was after 4 P.M. CST and would have to call next day before 4 P.M. Told Burgess rep what had occurred; was told duplicate order had not been deleted, entire duplicate orders had shipped 3/8/06, and would not receive any reimbursement until entire duplicate order was returned to Burgess.
Called Burgess 3/16/06 to talk to supervisor (by the way, Burgess does not have a toll-free number, so we paid for all the calls we made). After explaining again what had happened, was told the other part of duplicate orders (pkg. 1 of 2) had not shipped on 3/8/06 as had been told on 3/16/06. Was told it would not ship for another 2 weeks; this was onion sets and seed potatoes. Told her this was unacceptable; was told we would have to return duplicate order at our expense and would not receive refund until duplicate order was received by them. Same day filed online complaint against Burgess with BBB of Central Illinois; they contacted Burgess.
Burgess posted partial credit to credit card account 3/21/06; the amount was for the duplicate pkg. 1 of 2 they ultimately did not ship. Received remainder of order 4/4/06 (after we had already gone to a local nursery and purchased and planted other onion sets and seed potatoes).
Received Verification of Action form from BBB 4/5/06, including letter to BBB from Burgess denying any culpability and blaming everything on us. Returned form to BBB 4/7/06 with attached documentation.
Received letter from BBB 4/20/06 stating they believed Burgess has responded adequately and would take no further action. Returned duplicate pkg. 2 of 2 to Burgess and unusable pkg. 1 of 2 (onion sets and seed potatoes) 5/2/06.
Filed complaint on The Garden Watchdog site 5/19/06; they forwarded complaint to Burgess. Received email from Burgess stating they needed our account information; replied to them with requested information on 5/21/06. Received email from Burgess 5/24/06 stating account file has been pulled and cannot help us at this time. Have not received remainder of refund as of 6/8/06.
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