Initial Business Response /* (1000, 10, 2015/07/12) */
Dear Ms***:
Your order was placed on 2/12/and packages and were shipped on 3/27/Package was held for shipment after 5/20/15, per your 4/3/request and shipped on 5/27/We shipped your order at the proper planting time
for your areaYou received packages & and sent us an email saying that you did not want the packages at that timeWe advised you that the items could be planted and how to hold them if you wanted to plant them laterWe also advised you that you could pay to return the two packages and we would reship them at a later dateYou chose, however, to "refuse" the packagesWe have received back the plants from package 2, but as of today we still have not received the plants from package Being of a perishable nature, by the time the plants were returned to us the merchandise was of no value and we would expect the same it and when the remainder of the plants are returned
Even though we have no obligation in this matter, in the interest of customer satisfaction we are enclosing a refund in the amount of $208.28, which does not include the non-refundable shipping and processing charge or the postage due on the refused package
Please note that we processed a replacement, for the two items you stated were missing from package 1, on 6/11/and the items shipped on 6/17/
Very Truly Yours,
Dutch Gardens
*** ***
Dear Ms***We have received your inquiry regarding an order you placed with us on 8/7/and shipped 10/4/You state that you have not yet received your order.We regret that you have been inconvenienced in any wayHowever, we have checked with our shipping room and find that your order
has been shipped and according to a trace (tracking # ***) was delivered 10/6/to the address shown above.Two items were cancelled from your order and a credit to your charge care of $for their value was issued on 10/5/17.Very Truly Yours,Dutch garden*** ***Customer Service
Initial Business Response /* (1000, 5, 2015/08/14) */
Dear MrsParker:
Thank you for your recent correspondence regarding your lily bulbsYour order was received on 7/23/Your order was placed on the internet and part of the order was from our fall catalog and therefore held for fall
shipmentThe other portion of your order was for items from our spring catalog and was therefore shipped to you immediately on 7/28/
You state that the lily bulbs that you ordered were shipped to you already sproutingAt this time of year, it is hard to contain liliesThey being to sprout immediately after being removed from the coolers and grown extremely quick as they are ready to goAs we tried to explain to you over the phone, there is absolutely nothing wrong with these lilies as they would be expected to grow and produce blooms in your garden very well next springWhile we do understand that it is less likely that any bulbs that have had the sprouts broken off will produce blooms this year, we would not expect any lily bulb planted now to produce blooms until next year because of the lateness of the seasonThe sprouts or lack thereof does not indicate a superior or inferior quality bulb
We have canceled the fall portion of your order as requestedIn addition, although we do not believe there is anything wrong with the lily bulbs you have received, we are issuing a credit to your charge card for their value of $
Very Truly Yours,
Dutch Gardens
Initial Business Response /* (1000, 5, 2015/06/02) */
Thank you for forwarding a copy of the complaint filed by one of our customers, [redacted] of Poughkeepsie, NY.
We have checked our records and find that Ms. [redacted] original order was placed August 25, 2014. The ordershipped in two packages...
September 4 and September 23, 2014.
She stated that she did not receive the package that shipped September 23, so reshipment of the package was processed and shipped April 14, 2015. We explained this to the customer in an email on May 14, 2015.
We have traced the shipment and found that the post office was unable to deliver it because customer not available or business closed and to contact the post office to schedule pickup or delivery. The tracking number is XXXXXXXXXXXXXXXXXXXX.
At this point we have attempted to ship the package twice. Ms [redacted] should conaact her post office for pickup or delivery.
Regarding the Ajuga, we offered in our emails a replacement or credit voucher, per the terms of our guarantee. She is not eligible for a refund. Ms. [redacted] did not let us know which she preferred.
Very truly yours,
DUTCH GARDENS
Initial Business Response /* (1000, 5, 2015/05/06) */
We have received your inquiry regarding an order you recently placed.
We have checked our records and find that we received your order January 22, and it was Scheduled to ship in two packageSa. Package 1 was shipped April 9 and package 2, which...
contained Always & Forever Rose, has been cancelled, per your request. A credit to charge of $19.99 is being issued to your credit card.
our gaurantee, as shown in the catalog from which you ordered states, Your purchase price will be refunded on orders returned with proper postage affixed within 14 days. If, for any reason, your merchandise does not live, please notify us within one (1) year of receipt and we will replace the product free of charge.
We will watch for the package you said you returned.
Very truly yours,
DUTCH GARDENS
Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
no payment
Final Business Response /* (4000, 9, 2015/05/21) */
We do not understand the customers response "No Payment". The customers charge card was credited $19.99 on May 1, as specified in our April 30 email.
In addition, we received back package 1 and issued a credit to charge of $166.86 on [redacted] 14 for the value of the contents. Please note the shipping and processing fee is not part of the purchase price and therefore not refundable.
Very truly yours,
DUTCH GARDENS
Dear Mrs. [redacted]:As stated in our catalogs and on our website, our cancellation policy is: "We can only guarantee cancellation of an order if it is requested the same day the order is placed. All other cancellation requests must come to us I writing. Once we have begun shipping for the season, it is...
difficult to cancel an order." Customer approval of these terms is part of the checkout process.Once we have received an order from merchandise, we immediately make arrangements for preparation and shipment. each order is individually evaluated and nursery stock reserved so that the order will be shipped and arrive at the proper planting time for your geographical area.After the processing of an order has begun and we have relied to our detriment upon the order, it becomes a binding agreement between us. It is next to impossible to reverse the procedure once it has begun.Based upon the above it is almost impossible to cancel an order. Good business practices require an order processing procedure that insures that the nursery stock will be promptly delivered to the customer in good healthy condition and ready for planting.Tracking for this order shows that the delivery was accepted on 10/26/17. However, if you n longer desire the merchandise, you many return it per the terms of our warranty, along with the original shipping label, for a refund.Very Truly Yours,Dutch Gardens[redacted]Custoemr Service
Initial Business Response /* (1000, 5, 2015/07/12) */
Dear Mr. [redacted],
Your original order was processed on 3/31/14 and shipped on 4/11/14. Our guarantee is for one-year. Even though your order is past the one-year guarantee time period, we are issuing a credit to your credit card in the amount of...
$23.99, for the items you complained about.
Very Truly Yours,
Dutch Gardens
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The full order amount was $107.92, this is what I am looking for a refund of. I have had to rip out their defective product twice, once due to their mistake and the second time do to the product not growing. I would actually like reimbursement of my time which would be approximately $120.00 but will accept the original purchase price.
Thank you
Initial Business Response /* (1000, 10, 2015/07/12) */
Dear Ms***:
Your order was placed on 2/12/and packages and were shipped on 3/27/Package was held for shipment after 5/20/15, per your 4/3/request and shipped on 5/27/We shipped your order at the proper planting time
for your areaYou received packages & and sent us an email saying that you did not want the packages at that timeWe advised you that the items could be planted and how to hold them if you wanted to plant them laterWe also advised you that you could pay to return the two packages and we would reship them at a later dateYou chose, however, to "refuse" the packagesWe have received back the plants from package 2, but as of today we still have not received the plants from package Being of a perishable nature, by the time the plants were returned to us the merchandise was of no value and we would expect the same it and when the remainder of the plants are returned
Even though we have no obligation in this matter, in the interest of customer satisfaction we are enclosing a refund in the amount of $208.28, which does not include the non-refundable shipping and processing charge or the postage due on the refused package
Please note that we processed a replacement, for the two items you stated were missing from package 1, on 6/11/and the items shipped on 6/17/
Very Truly Yours,
Dutch Gardens
*** ***
Final Consumer Response /* (2000, 6, 2015/04/23) */
Received order yesterdayThis resolves my complaint
Dear Ms***We have received your inquiry regarding an order you placed with us on 8/7/and shipped 10/4/You state that you have not yet received your order.We regret that you have been inconvenienced in any wayHowever, we have checked with our shipping room and find that your order
has been shipped and according to a trace (tracking # ***) was delivered 10/6/to the address shown above.Two items were cancelled from your order and a credit to your charge care of $for their value was issued on 10/5/17.Very Truly Yours,Dutch garden*** ***Customer Service
Initial Business Response /* (1000, 5, 2015/08/14) */
Dear MrsParker:
Thank you for your recent correspondence regarding your lily bulbsYour order was received on 7/23/Your order was placed on the internet and part of the order was from our fall catalog and therefore held for fall
shipmentThe other portion of your order was for items from our spring catalog and was therefore shipped to you immediately on 7/28/
You state that the lily bulbs that you ordered were shipped to you already sproutingAt this time of year, it is hard to contain liliesThey being to sprout immediately after being removed from the coolers and grown extremely quick as they are ready to goAs we tried to explain to you over the phone, there is absolutely nothing wrong with these lilies as they would be expected to grow and produce blooms in your garden very well next springWhile we do understand that it is less likely that any bulbs that have had the sprouts broken off will produce blooms this year, we would not expect any lily bulb planted now to produce blooms until next year because of the lateness of the seasonThe sprouts or lack thereof does not indicate a superior or inferior quality bulb
We have canceled the fall portion of your order as requestedIn addition, although we do not believe there is anything wrong with the lily bulbs you have received, we are issuing a credit to your charge card for their value of $
Very Truly Yours,
Dutch Gardens
Initial Business Response /* (1000, 5, 2015/06/02) */
Thank you for forwarding a copy of the complaint filed by one of our customers, [redacted] of Poughkeepsie, NY.
We have checked our records and find that Ms. [redacted] original order was placed August 25, 2014. The ordershipped in two packages...
September 4 and September 23, 2014.
She stated that she did not receive the package that shipped September 23, so reshipment of the package was processed and shipped April 14, 2015. We explained this to the customer in an email on May 14, 2015.
We have traced the shipment and found that the post office was unable to deliver it because customer not available or business closed and to contact the post office to schedule pickup or delivery. The tracking number is XXXXXXXXXXXXXXXXXXXX.
At this point we have attempted to ship the package twice. Ms [redacted] should conaact her post office for pickup or delivery.
Regarding the Ajuga, we offered in our emails a replacement or credit voucher, per the terms of our guarantee. She is not eligible for a refund. Ms. [redacted] did not let us know which she preferred.
Very truly yours,
DUTCH GARDENS
Initial Business Response /* (1000, 5, 2015/05/06) */
We have received your inquiry regarding an order you recently placed.
We have checked our records and find that we received your order January 22, and it was Scheduled to ship in two packageSa. Package 1 was shipped April 9 and package 2, which...
contained Always & Forever Rose, has been cancelled, per your request. A credit to charge of $19.99 is being issued to your credit card.
our gaurantee, as shown in the catalog from which you ordered states, Your purchase price will be refunded on orders returned with proper postage affixed within 14 days. If, for any reason, your merchandise does not live, please notify us within one (1) year of receipt and we will replace the product free of charge.
We will watch for the package you said you returned.
Very truly yours,
DUTCH GARDENS
Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
no payment
Final Business Response /* (4000, 9, 2015/05/21) */
We do not understand the customers response "No Payment". The customers charge card was credited $19.99 on May 1, as specified in our April 30 email.
In addition, we received back package 1 and issued a credit to charge of $166.86 on [redacted] 14 for the value of the contents. Please note the shipping and processing fee is not part of the purchase price and therefore not refundable.
Very truly yours,
DUTCH GARDENS
Dear Mrs. [redacted]:As stated in our catalogs and on our website, our cancellation policy is: "We can only guarantee cancellation of an order if it is requested the same day the order is placed. All other cancellation requests must come to us I writing. Once we have begun shipping for the season, it is...
difficult to cancel an order." Customer approval of these terms is part of the checkout process.Once we have received an order from merchandise, we immediately make arrangements for preparation and shipment. each order is individually evaluated and nursery stock reserved so that the order will be shipped and arrive at the proper planting time for your geographical area.After the processing of an order has begun and we have relied to our detriment upon the order, it becomes a binding agreement between us. It is next to impossible to reverse the procedure once it has begun.Based upon the above it is almost impossible to cancel an order. Good business practices require an order processing procedure that insures that the nursery stock will be promptly delivered to the customer in good healthy condition and ready for planting.Tracking for this order shows that the delivery was accepted on 10/26/17. However, if you n longer desire the merchandise, you many return it per the terms of our warranty, along with the original shipping label, for a refund.Very Truly Yours,Dutch Gardens[redacted]Custoemr Service
Initial Business Response /* (1000, 5, 2015/07/12) */
Dear Mr. [redacted],
Your original order was processed on 3/31/14 and shipped on 4/11/14. Our guarantee is for one-year. Even though your order is past the one-year guarantee time period, we are issuing a credit to your credit card in the amount of...
$23.99, for the items you complained about.
Very Truly Yours,
Dutch Gardens
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The full order amount was $107.92, this is what I am looking for a refund of. I have had to rip out their defective product twice, once due to their mistake and the second time do to the product not growing. I would actually like reimbursement of my time which would be approximately $120.00 but will accept the original purchase price.
Thank you