Green Online… JUST SAY NO

Below is a note I sent to Willis Orchard Co about an order I placed for some tropical plants.


On 19-Mar I placed an order for three Medjool Palms (1.5′-2′) and a Drawf Cavendish Banana Tree with and expected ship date around 1-Apr… yesterday (11-May) I received the FedEx packages containing those items.

Roughly a week after the expected ship date I began calling approximately once a week for an update on the shipping status — to which (other than the last call) I was always told that the product should be shipping within a couple days…

Needless to say, my impression of your “customer service” wasn’t very high; in fact it was so low that I acquired the forty-seven other fruit trees, shrubs, and ornamental trees I used to begin landscaping my yard from local sources…

I understand that your shipping delays were caused by your vendor; however, the failure to realistically appraise me of delays is solely a fault your company and customer service people must bare.

While the shipping delay alone was enough to make me shy away from doing additional business with your company; the condition of the plants I received certainly indicated to me that I shall not put your company high on a list to consider again.

The committed size of the plants is stated to be the overall height; while I’d would have hoped that would be the height from the top of the root ball to the highest vertical point on the plant, it’s obvious that you intend that measurement to be the distance from the top of the root ball to the furthest point on a (stretched) frond of the palms.

In my case that appears to be two just less than 18″ (one of those I’m being generous with the “just less”) and one that isn’t even 16″… further the one closest to 18″ and the one less than 16″ are based on measuring fronds that are brown at the ends (dead) — which most likely didn’t occur in a single day of shipping from Southern Georgia to Northwest Florida.

I can’t say I was the least bit surprised… and certainly I don’t think any of these three specimens would have come home with me had I visually inspected them before purchase (at the prices you charge).

Whether these represent the plants you would normally ship to a customer or simply you feel you’re a victim of the volume of your orders verses the inability of your supplies to fulfill their commitments I can’t say… all I can say is that I’m greatly disappointed.


In retrospect, I’d say ordering plants online should be put in the same category as ordering produce online — what you get might not live up to your standards, and what others are happy with says nothing about the quality.

Originally posted 2010-05-13 02:00:35.