ComplaintsforSpilsbury

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered from a Spilsbury catalog and paid by check in the amount of $42.78 which was cashed on 11/26/21. Contacted Spilsbury on 12/16/21 about the order and was told by 2 different people they did not have me or my order in their system. I sent a copy of the cancelled check and received a letter stating that my order had been placed in someone else's name and that a refund check for $20.54 was sent to me "around 12/10/21" and a second check for the remaining $22.24 would be sent within 4 weeks. On 1/10/21 I emailed them because I did not receive the check they supposedly issued on 12/10/21 and was advised that they would "escalate" this matter to their payment department and a new check for $20.54 would be issued to me. I did receive what they termed as being the "second" check in the amount of $22.24. I emailed the Company again on 2/15/22 to advise I was still waiting for the $20.54 owed to me and I received an email back which was supposedly from Spilsbury but was signed from Gurney's Seed & Nursery telling me I cashed the first check which I never received. This Company has taken my money and refuses to return it. They owe me $20.54 and I want my money refunded to me. A check for $42.78 should have been immediately sent to me when they realized their mistake.

  Business response

  02/24/2022

  Mrs. ******,

  Thank you for your correspondence, I apologize for the issues you experienced with your order and the confusion with an email from Gurney's which is a one of our family of brands.

  I requested a copy of the $20.54 refund check that was mailed and cashed on 12/20/2021 and it was sent to the address the order was originally sent to which was our error. I have requested a replacement refund in the amount of $20.54 be mailed out to you, it should go out within the next 3-5 business days.

  Sincerely,

  Kim J
  Spilsbury

  Business response

  03/25/2022

  Ms. ******,

  I apologize, this was sent out by USPS on 03/10/2022, you should be receiving it by mail any day now. The previous refund check that we mailed to you #******* in the amount of $22.24 was cashed by you on 01/28/2022 which was 3+ weeks after it was mailed. Please allow a few more days for USPS to deliver and if you do not receive it by 04/08/2022, we can put a stop payment on it and reissue another refund check to you. I am including screen shots to show the information I have included. If we put a stop payment on it now, it will delay the receipt of your refund by another 3 - 4 weeks.

  Sincerely,

  Kim J
  Spilsbury

  Customer response

  03/29/2022

  Better Business Bureau
  

  I have finally received a check for $20.54 which was mailed to me from “Gardens Alive” which I assume is in the family of businesses which includes

  Spilsbury, against whom I made my Complaint

   

  
  Regards,
  
  ****** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩