Andy's Orchids Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  The plant in question was sent and I consider this complaint resolved.
I was going on the phone call I had with business owner the Friday before when I sent the complaint on Monday. I Thought the Revdex.com would moderate before it posted complaint and was going on conversation I had with business owner when package arrived. I Didn't know business had changed their mind and rectified situation until Monday evening. Was browsing the site for a while but didn't order until I could be there to receive package so mistake was on web page for weeks.  I still feel that the business was rude in handling this though. I got an angry phone call and was yelled at by business over report to Revdex.com.
Regards,
[redacted]

Dear Representative –
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Thank you for the notification that you received a formal complaint from a customer.  I’ve attached the correspondence we had with the customer.   Per our correspondence, we honored the customer’s demand for the plant she saw pictured in the special.  It was sent to her free of charge, including shipping the same day she filed this complaint.  We shipped the orchid the following business day after she initially contacted us with her complaint.
 
The special “The Mounted Terrarium Trio” does not state it is 3 orchids nor does it describe 3 orchids, it describes 3 mounted plants for the terrarium.  Unfortunately, we had a technical issue that included a picture of an orchid that was NOT included in the specially discounted package.  Had we known about the error, we would have corrected it immediately.  None of the other customers that purchased that very popular special ever raised a question re: the extra orchid photo – as it was very clear that it was a printing error.  Again, had we been aware – we would have had it removed. 
 
We are known for our excellent customer service and feel this customer did not give us a fair opportunity to “make good” on an honest mistake.  In addition to the correspondence from the dissatisfied customer I’ve included 3 separate letters received the same week from customers who were very happy.

Review: I placed an order with Andys Orchids, in Encinitas, CA 92024. I ordered the plants from the website that advertised the podochilus, malaxis, the masdevallia and a peperomia for $39 (sent email of advertizing of terrarium trio last Friday from my work address of [redacted]@arb.ca.gov) along with some other orchids. I was going to order the malaxis on its own, but thought that this was a good deal. All 4 showed up in my shopping cart as well as the other plants I ordered so I placed the order. The email confirmation only showed special package deals/mounted terrarium trio but since it is an orchid site and it did show 3 orchids and a peperomia, I thought it was a bonus. Imagine my surprise when the malaxis was missing from the package. I called the vendor saying that a plant was missing. He said it wasnt supposed to be part of the special. I told him it shows on his website and it entered in my shopping cart and I ordered the special because of this plant. He said I was right and hed check into it and call me back. Well when he called me back, he said I was right but the website was wrong and that plant was part of an old special and shouldnt have been there and it was his web persons fault. He also said I could either send back the whole order, or pay another $16 for the missing plant. Even though it was his companies mistake, and I thought I was purchasing 4 plants in the special like advertised, he said hes not in the business of giving plants away, that it wasnt supposed to be there on the special page, that I actually didnt pay for that plant, stating a trio in his ad, and it was his computer guys fault since it was part of an older special. He said hed pay for shipping the whole order back or I could pay $16 for the missing plant to be sent to me. I put 4 plants from the special in my shopping cart and was expecting 4 from his site.they have since corrected the site. I would not have ordered the special otherwise if it wasn't 3 orchids (didn't want peperomia)Desired Settlement: I would like the plant that was shown, but wonder if I trust this vendor now. He offered to pay for shipping everything back and refund me the shipping cost, or send me the missing plant for $16(I have a pdf printout of the site error and showing the 4 plants in the special). All of the options he told me on Friday 6/27, would cost more or as much as just making good on the web mistake and just sending me the plant.

Business

Response:

Dear Representative –

Thank you for the notification that you received a formal complaint from a customer. I’ve attached the correspondence we had with the customer. Per our correspondence, we honored the customer’s demand for the plant she saw pictured in the special. It was sent to her free of charge, including shipping the same day she filed this complaint. We shipped the orchid the following business day after she initially contacted us with her complaint.

The special “The Mounted Terrarium Trio” does not state it is 3 orchids nor does it describe 3 orchids, it describes 3 mounted plants for the terrarium. Unfortunately, we had a technical issue that included a picture of an orchid that was NOT included in the specially discounted package. Had we known about the error, we would have corrected it immediately. None of the other customers that purchased that very popular special ever raised a question re: the extra orchid photo – as it was very clear that it was a printing error. Again, had we been aware – we would have had it removed.

We are known for our excellent customer service and feel this customer did not give us a fair opportunity to “make good” on an honest mistake. In addition to the correspondence from the dissatisfied customer I’ve included 3 separate letters received the same week from customers who were very happy.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The plant in question was sent and I consider this complaint resolved.

I was going on the phone call I had with business owner the Friday before when I sent the complaint on Monday. I Thought the Revdex.com would moderate before it posted complaint and was going on conversation I had with business owner when package arrived. I Didn't know business had changed their mind and rectified situation until Monday evening. Was browsing the site for a while but didn't order until I could be there to receive package so mistake was on web page for weeks. I still feel that the business was rude in handling this though. I got an angry phone call and was yelled at by business over report to Revdex.com.

Regards,