Well Baskets

Review: I ordered a gift basket for my seven year old granddaughter who just had surgery. First of all, they charged me over fifty dollars for shipping and I did not even know until I looked up the receipt when my daughter called to tell me what was in it. It was 35 dollars for a basket with assorted toys for a seven year old girl. What was in it was a bunch of junk. Dollar store books and a roll of duct tape they said you can use to make things out of. What kind of crap is that for a sick seven year old girl? And why did they not tell me that shipping was so much? It took two days to get there so it is not like it was overnight express. I filed for a refund with [redacted] so we will see what happens.Desired Settlement: I have asked for a full refund. Eighty six dollars for a small gift basket is ridiculous no matter what.

Business

Response:

This issue has been resolved amicably with the customer. *lease see below for a copy of the transcript posted on [redacted] where the dispute was initiated.

From Buyer - Lester Oelze

10/2/2013 19:39 EDT

I ordered a gift basket for my 7 year old granddaughter who just

had surgery and first of all, they charged me over $50 for shipping for a $35

gift basket to be delivered and it still took 2 days. Then she gets the basket

and there is just a few books in it and these are things that are above her age

level. And duct tape. They sent her duct tape. That is ridiculous. I am sending

her another basket from somewhere else and I want my money back for this order.

And they should have informed me of the shipping cost before I accepted the

order. Why would anyone pay $50 to ship a $35 basket of junk?

Well Baskets LLC denied Lester Oelze's request for a $86.85 USD refund.

10/2/2013 21:50 EDT

From Seller - Well Baskets LLC

10/2/2013 21:50 EDT

I'm sorry you were disappointed. Shipping costs are viewable prior

to checkout by scrolling down under the shopping cart and entering the zip

code. I'm also sorry you were disappointed in the contents--most children love

creating projects with duct tape.

From Seller - Well Baskets LLC

10/2/2013 21:53 EDT

I'm sorry for the disappointment. All shipping costs are able to

be calculated once an item is placed in your shopping cart--scroll underneath the

cart to see the shipping calculator. I'm also sorry you were disappointed in

the contents. We chose items based on the age and gender, and, with regard to

the duct tape, most children very much enjoy creating items (wallets, belts,

change purses, etc) with it.

From Buyer - Lester Oelze

10/2/2013 22:51 EDT

The shipping costs did NOT show on the checkout and yes I scrolled

all the way down to the bottom. I do much of my shopping online and use [redacted]

for a lot of my transactions but I have never had an issue. And sending a child

duct tape and books she cannot read is a ridiculous thing to do as well. I will

not be doing business with you any more and will be filing a claim with the

Revdex.com.

From Buyer - Lester Oelze

10/2/2013 22:58 EDT

The shipping costs did NOT show on the checkout and yes I scrolled

all the way down to the bottom. I do much of my shopping online and use [redacted]

for a lot of my transactions but I have never had an issue. And sending a child

duct tape and books she cannot read is a ridiculous thing to do as well. I will

not be doing business with you any more and will be filing a claim with the

Revdex.com.

From Seller - Well Baskets LLC

10/4/2013 17:12 EDT

Again, I am very sorry you were disappointed. I can assure you

that we do have a shipping calculator on our website that is directly below the

shopping cart once you enter an item. I understand that you are unhappy with

your purchase, and we can certainly provide a refund for the gift basket if you

return the merchandise to us. *lease return the item to:

WellBaskets.com - Returns

c/o Wishing Well

107 Church Hill Road

GL-1

Sandy Hook, CT 06482

*lease be sure to include your order number [redacted] either on the

outside of the box or on a slip of paper inside the box.

From Buyer - Lester Oelze

10/7/2013 10:28 EDT

Okay, well I am NOT going to take the gifts away from the child.

Even though they were not what I expected she seems like she likes them. I

guess it is fine and maybe I did miss the shipping charge page, I dont know.

Just forget it.

Review: I purchased an item for a gift from Well Baskets on a Friday. That day I received a confirmation email saying the item would ship on Monday. On Monday afternoon, I was told it would be another week before the item shipped because "Unfortunately those dessert products are only made every other week so they are on a two week delivery schedule." This information was no where on the website or in the confirmation email. As the item was a gift, it was time sensitive. My experience with Well Basket's customer service was variable, ranging from friendly but of no help to rude (and it was mostly rude). Well Basket's solution was for me to buy a higher item price that they could ship out immediately. I pointed out that this felt a lot like false advertising and bait and switch practices. They offered me a 10% "Welcome" discount, which still made the price more than the advertised price of the item I had purchased. Although they have said they would offer me a refund (has not happened yet), it does not change my disappointment with the company, with their advertising practices, and with their customer service.Desired Settlement: In addition to a refunding my money in full, I would like Well Baskets to accurately advertise their shipping practices so that the consumer may make an informed choice. Additionally, in the future, when they make a mistake, I would like to see them respond promptly, courteously, and offering solutions that are not akin to Bait & Switch.

Business

Response:

Unfortunately this fresh-baked item was unable to be shipped immediately, and we contacted the customer asking if waiting was an option. Since it was not, we cancelled the order and refunded the entire cost. In an effort to ship something immediately we offered the customer alternative suggestions from our internal warehouse, but none seemed to her liking.

With regard to posting time frames on our site, each of the vegan baked goods state that they ship from a separate facility and that delivery does not follow our posted time in transit map.

Since the customer has been issued a full refund, there doesn't appear to be any additional resolution necessary.

Consumer

Response:

Review: 9783192

I am rejecting this response because:

Although in-transit time would certainly vary as the other facility is on the other side of the country, this hides the fact that the shipment schedule for some products is only once every two weeks. Whether intentional or unintentional, a better business would provide as much information as possible regarding when a consumer can expect the goods to be delivered. Well Baskets uses ambiguous language and a set of product code distinctions, which make it difficult (actually impossible) for the consumer to know when to expect the product until after they have purchased and received a erroneous conformation email and, in my case, a full business day has lapsed before customer service sends another email. I think it is inappropriate for a confirmation email to be sent giving a shipment day that is blatantly inaccurate. Be a better business and provide all the information up front.

Sincerely,

Jennifer Henretty