Lively RootReviews of livelyroot.com

Response from Lively RootOct 16, 2026

Hi Donna, thank you for taking the time to reach out and provide feedback. We can understand the frustration with interacting with AI Customer Support. Please note that at any time a human being can be asked for and we do see that a Human support agent promptly took control of your ticket and has been working with you. We're glad to see that our agent resolved the issue with you this week. Please reach out via that ticket if you have any additional questions, concerns or feedback. Thank you

Response from Lively RootAug 24, 2026

Hi Allie, we've requested more information from you so we can look into your specific order and see if we've helped you via our Customer Support Team. Unfortunately things can happen while in transit, but we're always here to make things right. If you haven't reached out to our Support Team yet, please do so.

Response from Lively RootMay 28, 2026

Hi Joni, thank you for taking the time to leave feedback and we apologize for the poor experience! I also apologize that you felt we blamed you. Unfortunately with quick pay options like Shop Pay, Paypal, etc, shipping addresses can be automatically updated mid-checkout by those 3rd parties to whatever default address is saved on your account. To combat this issue, we have recently added the ability to edit your shipping address within a certain time frame after your order is placed. We display the shipping address provided on the order confirmation page and order confirmation email so that if you do see an error, it can be fixed promptly without requiring any human assistance. We took immediate responsibility for the 3rd party quick pay system and our response literally stated 'I apologize for the mix-up and the inconvenience this has caused you. I'll make sure this issue is transferred to another team right away to look into possible solutions for getting the gift to your son as quickly as possible or exploring other alternatives.' That prompted you to reply with the below: "How dare you automatically assume this is my error." A manager of ours has tried reaching out to you via phone twice and also via email to understand why you felt blamed so that we can address that immediately. We also took financial liability for that first order you placed and the reorder you placed, you received a 30% discount and it shipped within 1 business day (processing probably felt long because of the 3day holiday weekend, but we shipped it within 1 business day, which is as quick as we possibly can prep/ship a live plant'). You have our manager's direct line and we'd love to get further feedback on your situation and how we could have handled it better. We will continue to work on ways to prevent these quick pay systems from auto-updating addresses.

Response from Lively RootMay 20, 2026

Hi Jennifer, Thank you for taking the time to provide feedback! Have you reached out to [email protected] yet? We'd be happy to work directly with you on any issues. I do see that your order was delivered within the Standard Shipping window that was selected during checkout. At the time you placed your order, Expedited Shipping would have needed to be selected to meet a Mother's Day delivery window. Certainly if your plant arrived in less than great shape or if there was any issue with the engraving, we'd be happy to make things right. Please just let us know.

Response from Lively RootMay 11, 2026

Hi Darlene, thank you for taking the time to leave feedback! We apologize that you had a poor experience redeeming your Gift Card and if we weren't clear in any of our responses this morning to your emails. We requested a phone number to call you as sometimes these conversations are better on the phone. The original code you provided us in your email was missing a digit, so we weren't able to find the Gift Card Code you were referencing. That is why the code was invalid. Once you forwarded us the Gift Card redemption email, we were able to find the code and we applied it to the order you already placed in the form of a refund equal to the value of the Gift Card. We are always open to feedback and would love the opportunity to get additional feedback on how we could have handled this issue better. Thank you!