SimplytreesReviews of simplytrees.com

Reply from SimplytreesJul 10, 2026

Thank you for taking the time to share your feedback. We’re sorry to hear your Thuja Green Giant didn’t thrive. When you contacted us, our horticulture team carefully reviewed the photos and the watering details you provided. Based on that information, we concluded the tree had been receiving significantly more water than recommended during establishment, including supplemental watering every 1–2 days in addition to frequent irrigation in the surrounding area. Excess moisture can deprive arborvitae roots of the oxygen they need, and unfortunately, the symptoms often resemble those of other types of stress. We understand it’s frustrating, especially when you’re following what you believe to be the right care routine. Our guarantee is intended to cover plants that fail despite appropriate care, but it does not cover losses resulting from growing conditions or plant care after delivery. Our decision was based solely on the information provided during the claim review—not on finding a reason to deny coverage. We know this wasn’t the outcome you were hoping for, and we’re sorry your experience with Simply Trees fell short of your expectations.

Reply from SimplytreesJul 10, 2026

Thank you for taking the time to share your experience. We’re genuinely sorry for the frustration this order caused. Two of the four plants in your order shipped as expected, but the remaining two experienced an unforeseen delay from one of our nursery partners. As soon as you let us know you no longer wanted to wait, we immediately canceled and fully refunded the delayed items. We also issued additional store credit as an apology for the inconvenience. We completely understand that delays can disrupt landscaping plans and cost valuable time, and while unforeseen supply issues are rare, we know that doesn’t make the experience any less frustrating when it happens. We appreciate you giving us the opportunity to serve you, and we’re sorry we fell short of the experience we strive to provide.

Reply from SimplytreesJul 10, 2026

Thank you for taking the time to share your feedback. We’re sorry to hear the tree didn’t meet your expectations. Chinese Pistache trees are commonly grown with a tall central leader and most of their branching concentrated toward the upper portion of the tree during their early years. This growth habit is intentional and allows the tree to continue developing a strong trunk before filling out with additional branching as it matures. Because of this, younger nursery-grown Chinese Pistache trees often look much different than the broad, full shade trees they’re known to become. We also include customer review photos on the product page so shoppers can see examples of trees other customers have received and get a realistic idea of what to expect at the size they purchase. We understand that every customer has a different vision for their landscape, and we’re sorry this tree wasn’t what you were hoping for. We appreciate your feedback and will continue looking for ways to set clear expectations for future customers.

Reply from SimplytreesJul 10, 2026

Thank you for sharing your feedback. We’re truly sorry this was your experience. When you contacted us, our horticulture team carefully reviewed the photos and information you provided. Based on what we observed, the tree appeared to be experiencing severe root stress caused by the growing container remaining inside the plastic shipping bag while being watered, along with conditions that prevented the roots from receiving enough oxygen. Unfortunately, once roots have been deprived of oxygen for an extended period, recovery is often very difficult. Our team spent time providing detailed care guidance in hopes of helping the tree recover because our first priority is always to save the plant whenever possible. Unfortunately, despite those efforts, the tree continued to decline, and based on its condition when you first contacted us, recovery was unlikely. While our guarantee does not cover issues resulting from growing conditions or plant care after delivery, we still offered a discounted replacement as a goodwill gesture because we understand how disappointing it is to lose a tree. We’re genuinely sorry your experience with Simply Trees fell short of your expectations.

Reply from SimplytreesJun 22, 2026

Thank you for updating your review and providing a little more detail. After taking another look, it appears we incorrectly connected your review to a different customer situation, and for that, we sincerely apologize. We have since reviewed the order history and can confirm that your third plant was on backorder from the grower and had not shipped. While our team did respond to your inquiries, we agree with your core concern: you should not have had to repeatedly reach out to us for updates. When an item is delayed, it is our responsibility to proactively communicate the status and expected timeline. In this case, we fell short of that expectation, and we understand your frustration. We’re a small team, and during our busiest season some follow ups can unfortunately be missed. Feedback like yours helps us identify where our communication processes need improvement so that customers aren’t left wondering about the status of an order. We appreciate you bringing this to our attention and are sorry that your experience did not reflect the level of service we strive to provide.

Reply from SimplytreesMay 20, 2026

Thank you for sharing your feedback. We would like to clarify the timeline and details of this situation, as our goal is always to find a fair solution within our company policies. When you initially contacted us regarding your dying arborvitae, we offered to send you replacement trees right away. Because you preferred not to receive the replacements at that time, we issued a store credit for the value so you could use it whenever you were ready. Nearly two years later, you reached out to let us know that you had relocated to a new home without yard space for trees, and requested a cash refund instead. We explained that while we deeply sympathize with your change in living situation, our standard company policy strictly limits order resolutions to replacements or store credits, and we cannot issue cash refunds. Because we genuinely want you to get value from your credit, our team brainstormed alternative options, such as houseplants, to see if there was any way you could utilize the balance. We understand that didn't fit your current home setup, but the suggestion was made in good faith to try and help. Your store credit remains fully active and attached to your account, and it does not expire. You are welcome to use it for smaller outdoor plants, gifts for family or friends, or any future landscaping needs. [response to updated review] Hi Morgan, We’re sorry this experience has continued to leave you frustrated, and we’d like to clarify a few important details. When you first contacted us in July 2024, you reached out regarding both sizing concerns and several arborvitae declining after planting. After reviewing the photos you provided, our team acknowledged that some of the trees shipped were shorter than expected and offered two resolution options: 1. A partial monetary refund for the size discrepancy along with replacement trees for the losses, or 2. A larger store credit that could be used later toward replacements or any future purchase. You chose the second option and replied: “I prefer credit so I can re-order this fall instead. Thank you so much!” Following your request, a $984 store credit was added to your account on July 30, 2024, and it remains active today with no expiration date. We understand your circumstances later changed after moving to a new home with limited planting space. However, the credit was issued based on the resolution option selected at the time, nearly two years ago. While we understand your frustration, it would not be accurate to say you were denied all refund options originally, as a partial refund solution was offered before the credit was chosen. We also want to clarify that replacement pricing changed over time due to inventory and market conditions, which unfortunately affects all future purchases and replacements industry-wide. The original order pricing from 2024 could not be indefinitely locked for future use. Our team has continued trying to help find a practical use for the credit in good faith, and the balance remains available on your account should you choose to use it in the future. We genuinely wish this situation had ended differently for both sides and appreciate the opportunity to provide additional context.