I spent approximately $15,000 with Unique Palms in March 2025 purchasing and installing palms at my…read morehome. Unfortunately, after my experience trying to get them to address one failing palm under the warranty I was told came with my purchase, this will be my first and last time using Unique Palms.
Within only a few months of installation, one head of a double Pygmy palm began seriously declining. I contacted Unique Palms on August 8, 2025, sent photographs, and explained that it was getting "worse and worse."
Unique Palms responded in writing:
"I do see that one head is struggling."
Their response even discussed needing equipment to "pull that dead one out."
That timeline is important because I was later told that winter/freeze conditions killed the palm. However, my emails and photographs document that the problem was reported and acknowledged by Unique Palms in August 2025, months before winter. I have retained those emails and will include redacted copies with this review so customers can see the timeline for themselves.
At the time of purchase, I had been told there was a one-year warranty. The owner initially indicated that the palm would be replaced. After that, however, communication became extremely frustrating. I followed up repeatedly and at one point received an apology for the delay in responding.
Eventually the palm completely died, and I again contacted Unique Palms. I was then told they would replace it if I paid a $300 delivery fee. Although I was disappointed that I had to pay another $300 to resolve a warranty issue, I agreed because I simply wanted the situation handled.
Before paying, I specifically explained that I have artificial turf and asked if they could bring several sheets of plywood to protect it while replacing the palm. I was told that would not be a problem.
They accepted my $300.
After approximately two weeks, I received a call to schedule the replacement and was told they would be at my home by noon the following day. I made arrangements accordingly.
No one showed up.
I was subsequently told that the owner had decided the root ball was too large and replacing the palm could damage my artificial turf.
That explanation was extremely frustrating considering they already knew about the turf, had photographs of the property, had discussed bringing plywood, accepted my $300 payment, and actually scheduled the replacement before deciding they would not perform the work.
During my subsequent conversation with an employee speaking on behalf of the owner, I expressed how disappointed I was with the way the situation had been handled. When I mentioned that I intended to leave an honest review describing my experience, I was told that my mentioning a review had "struck a nerve."
I also explained that after this experience I would no longer use Unique Palms or refer them for future work. I was told that was fine and that it would actually be a benefit to them.
Another confusing part of the situation was the $300 charge. I had previously been told by the owner that the $300 was for the delivery driver. During this latest conversation, however, I was told that the owner himself is the delivery driver.
I have installed palms at my last three homes and have also been involved with landscaping and palm purchases for communities. I understand that trees and palms are living products and sometimes they decline or die. That alone is not why I'm leaving this review.
My issue is how the company handled the problem after it was reported during the warranty period.
The documented timeline is straightforward:
* Approximately $15,000 purchase in March 2025
* Palm visibly declining by August 2025
* Unique Palms notified and provided photographs
* Unique Palms acknowledged in writing that the head was struggling and discussed removing the dead one
* I continued following up when communication stalled
* Palm ultimately died
* Replacement was discussed
* I was required to pay an additional $300
* Artificial turf and plywood were specifically discussed beforehand
* Unique Palms accepted my money
* Replacement was scheduled
* No one showed up
* I was then told they would not perform the replacement because of concerns about the turf
* I was told my decision not to use or refer them anymore would be "a benefit to them"
Customers can draw their own conclusions from that timeline.
When someone spends approximately $15,000 with a company, reports a problem only months after installation, provides photographs, follows up repeatedly, pays an additional fee requested by the company, and is ultimately given an installation date, I don't believe expecting the company to follow through is unreasonable.
For me, customer service isn't measured by how a company treats you while you're placing a large order. It's measured by how they treat you when there's a problem after they've already been paid.
Based on my experience, I cannot recommend Unique Palms.
If you're considering making a substantial