THE MOSS & GREEN — Local services in New York

I had a disappointing experience here. I was gifted a bonsai that was very special to me—it marked a meaningful moment with my sister. When it began to decline two weeks later, I reached out for advice, as I had been told I could bring it in anytime. I had been taking care of it as instructed and have other healthy plants. May kindly offered to take a look, which I really appreciated, I knew it wasn't in good shape but the bonsai was replaced without checking in first.

When I mentioned that I hadn’t expected a replacement and that I missed the single-trunk shape of my original bonsai, the exchange was un proportionally rude and tense. I would've happily paid if I was able to choose a plant i was happy with. I think it was a misunderstanding, but it left me discouraged, as the gift had a lot of sentimental value. My request for a refund was declined, and I was told I could still pick up the replacement which was still nice just not for me, but I don’t want something that now feels charged...

Do not recommend this shop. I’ve send multiple messages to their instagram only to be left on seen with no reply for a solution. This kokedama was purchased 2 weeks ago with proper care from the care instruction they gave us and it’s completely dead. Pleaded for some help to salvage it, was told they’ll get back to me and was ignored.

**Update: sad to see it takes a review to finally get an unprofessional response. Still no solution but a nasty comment of “you are the one that killed your plant.” I was ignored and put on seen a total of (3) times. There was no intentions of helping me.

Wish the shop practices better customer service...

Bought a nice plant from here. I liked the shop and the woman who was helping me. She was really patient and helpful. However, the older woman behind the counter tried to encourage the woman who was helping me to stop, so she can help another woman who walked into the store.

I guess my money or business wasn’t as important as the other woman who came in🤷🏽‍♀️

Edit: Hi, thank you for the response. This happened last sunday on 3/19. It was indeed someone from the other side who i was referring to. Despite this, the woman who was helping me continued to help me and i really appreciated that, which is why i still bought my plant....