Stacey B.
Poor Quality Tree and Even Worse…
Poor Quality Tree and Even Worse Customer Service I ordered three fruit trees from Ty Ty Nursery (Order #577936 placed on 04/24/25). Two of them arrived healthy and are growing well. The third — a June Yellow Plum Tree — arrived with a bad graft and was clearly not viable. I soaked all three trees in water overnight per standard practice and planted them the day after delivery, giving each the same care and attention. Within a few weeks, it was clear that the plum tree was dead. It never leafed out, while the others thrived in the same conditions. I reached out to the company within a month, expecting a straightforward resolution. Instead, they offered me a store credit of only $16.56, even though I paid $20.75 plus tax and shipping. That credit requires a $40 minimum purchase, doesn’t apply to shipping or tax, and would cost me over $50 just to use it for a replacement. Only after I pushed back did they offer a direct replacement — but even that came with strings attached: I’d still have to pay $30 out of pocket for shipping and tax, and wait until next season to receive it. In short: I received a defective tree, reported it promptly, and was given the option to either pay more to replace what I already paid for or accept a credit that forces me to spend even more. That’s not customer service — it’s passing the buck. I won’t be ordering from Ty Ty Nursery again, and I strongly encourage others to shop with companies that actually stand behind their products.
Response from Ty Ty NurseryJan 16, 2026
At Ty Ty Nursery, we understand how disappointing it is when a tree does not survive, especially when the rest of the order performs well. We’re glad to hear that two of your fruit trees arrived healthy and are growing successfully, but we regret that the June Yellow Plum did not establish. Our trees are shipped bare root and dormant, and while many customers choose to soak roots prior to planting, viability is ultimately determined by post-planting establishment and a bark scratch test, which our team uses to confirm survival. When a plant does not survive, we honor our free one-year Plantsurance guarantee by issuing a credit for the original purchase price of the plant, including any promotional pricing, in accordance with our published policy. Replacement orders are treated as new shipments, which is why current pricing and shipping costs apply; unfortunately, shipping live trees is costly and not covered under the guarantee. We do absorb a portion of carrier costs to keep rates as low as possible. That said, we never want a customer to feel unheard or unsupported. If you’re open to it, please email [email protected] with your order number so a senior representative can review your case and see if there’s an additional way we can help. Our goal is always to provide healthy, high-quality fruit trees, clear expectations, and fair resolutions backed by responsive customer service. We appreciate your feedback and the opportunity to improve.