Purchased some xeriscape lawn seeds through their online store and something came up that I was unable to use them so I decided to return them. I couldn't find anything on their website about how to return products so I used the chat function to ask about making a return. I had to wait over half an hour for someone to send me a copy-paste response about making returns. A couple days later, I shipped the items back and shortly after sent an e-mail with the tracking number, as instructed. The next day I received a reply that my refund is being processed, but it was over $16 less than my original total with no explanation of why. I reached out to ask about the discrepancy and about an hour later I got a response that it was because shipping is non-refundable. The area on their "Guarantee" page that explains this is separate from the "Returns" section, which I feel is misleading. I pointed out that the discrepancy still did not match with the original shipping cost and again had to wait a long time for a response, which was that the additional $1.23 was for tax on the original shipping. Since I had to pay to ship back my return, I am now out nearly half the cost of my order in the first place. It would have been much better for them to explain in my refund confirmation why there was a difference in the amounts and for the returns process to be easier for customers to know the whole process without reading the entire "Guarantee" page and waiting 30+ minutes to get a pre-written response about how to make a return. Overall, I think it unfair to have to pay for shipping both ways and the level of customer service is very poor. Do not recommend.
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At High Country Gardens we offer plants, products and information that support long-term ecological balance and builds and sustains the love of gardening for generations to come. Our mission is to improve the earth one garden at a time.
