Update by user Jan 13, 2019 This was my last email to them:I have saved all of your emails, so I can prove that what I am relating, is true.I returned the dead trees per your instructions (at my expense). According to the USPS they were delivered on March 19th. I sent instructions in a letter, with the returned trees, on replacing them. I know you received the letter, because the trees were delivered to the only address, which was on the envelope.You chose to ignore the letter.Since you did not contact me, I sent an email on May 2nd, asking why I had not yet received the replacements.You responded on May 2nd, stating that I was given a tore credit, and I needed to create a login to place another order.On May 3rd, I requested the information to contact the owner of the company.Not getting any response, I again inquired on May 9th.You then responded that the owner “does not speak directly to the public”.You sent an email on May 11th indicating that you though an email had been sent to me stating that I had been granted an in-store credit. And asked if I had not received that email.I replied on May 12th that I had saved all emails from TN Nursery, and I do not recall, nor can I find any indication that I received such an email. Regardless, I asked how I use the in-store credit.You sent instructions on May 14th, that I needed to sign in, and check out that way.I tried immediately to sign on, but it erred, indicating that the information was incorrect. I suspected it was my password, so I re-entered my email address, and clicked on “Forgot your password?” Then it indicated that it did not recognize my email address. So I created a new sign on.However, at that point, your system could not match up my address with my order.I sent an email stating the problems I was having, on May 15th (the next day).You responded by telling me to use the same email address that the store credit was sent to. I had already told you that it didn’t recognize my address.I had expected you to fix the discrepancy.On May 23rd, I sent an email inquiring if you had fixed the problem.You responded on May24th with the following, “Can you give me the order number and I will check the credit and how to access it.“I immediately sent the order number.To which you responded with, “In-store credit expires 30 days after receiving it.” And that I was given that credit on March 30th. One more thing...you said NOBODY gets a refund.So, apparently, company “rules” allow you to steal money from people.Your company has disregarded one of the primary rules when dealing with customers: “the customer is always right”.But, lets get beyond that. As is obvious, I have made numerous attempts to resolve the matter, and you have blocked those attempts at every turn. After doing a quick search on-line, I see that TN Nursery has a very dismal record with the general public. And the BBB lists you with an astounding 96% NEGATIVE rating. Now I understand the reasons.When two parties enter into a transaction, an agreement has been made: money to be exchanged for product or services. I have paid the money per our agreement ($198), and you have failed to supply the agreed upon merchandise (trees or refund). If I do not receive a full refund by June 4th, 2018, I will proceed to the next step. The fee for filing in Small Claims Court in Grundy County is $148.50, bringing the total sought to $346.50. In addition, I am unable to travel to Altamont, so I will have to employ a representative (attorney), to appear in court.You people seem to be making all of the decisions, so you can make one final one. Do I get a refund or not? Original review posted by user Nov 03, 2018 I ordered 9 trees. They came in with almost no root system whatsoever. I have been growing trees for about 40 years, so I was at least going to try and keep them alive. With diligent watering, they all eventually perished over a months time. I immediately returned the trees at my expense, including a letter with instructions for replacements (they were supposedly guaranteed). They ignored those instructions, and when I inquired about the replacements, they said I had exceeded the time limit for replacements. I was also told that NO ONE gets a refund. So they take peoples' money, and ignore their own guarantee. I live in another state, and am on Social Security, so I can't fight them. After the incident, I checked with the BBB, and was told they couldn't help me either. Also, their rating with the BBB is a negative 96%. Unfortunately, I found that out too late. The company should be shut down!