Eastern Leaf, Inc.

Stay away from ordering from this company. Go to Lowes and you will do much better.

My order was received by my daughter on 4/10/19.
This is what I emailed Eastern Leaf Customer Service and [email protected]:
a) Please note first attachment is a picture of the tree I purchased in Lowes for $13.49 last week.
b) Second Is copy of the tree my daughter received as a house warming gift from Eastern Leaf sent by me for $39.00.
c) Third attachment is what I order from their Eastern Leaf booklet thinking that I would get quality for $39.00 vs $13.49.
If you are not replacing the Dollar Tree with what you advertise then please forward the postage and paperwork for returns and I would like to return it and get reimbursed. Please advise.

Response: From [email protected] The return can be made via the carrier of your choice. Customers are responsible for all return shipping fees incurred. If you wish to return your plant(s) our policies states all live plant must be postmarked within 7 days of delivery to qualify for a refund. If returning a live plant please notify us prior to shipping. All returns need to be shipped in its original condition with a copy of the packing slip included to the following address. The return does not need to be in the original shipping material, just be sure to package the shipment to the best of your ability to prevent damage during transit. Shipping and handling fees are non-refundable.

We offer a few different policy options on our products
depending on the product purchasedThe policies the purchased product falls
under are our Returns Policy - Live Plants & the 30-Day Plant Replacement
These policies are on the back of each packing slip shipped with each order, in
our catalog, and on our site
Our day one time plant replacement policy is to cover any
transportation damages compromising the product and the initial acclimation
periodIf the bonsai had suffered any damages during the transit process
symptoms would become visible during this 30-day period, therefore we offer
this policy to insure the health of the plant was not compromised during
transitWe request the customer contact us with any questions or concerns so
they can take advantage of our policies if applicableOur 30-Day policy
applies to a replacement tree ONLYIf you would like a refund or store credit,
we must be notified within DAYS of receiving your product
Our Returns Policy - Live Plants, requires notification if
an item you receive is damaged, missing, or defective, please notify us WITHIN
DAYS OF RECEIPT If you are not satisfied with your order and wish
to make a return, we need to be notified within the days from date of receipt
to approve a return merchandise authorizationItems must be returned to us to
qualify for a refund or exchange
When shipping live products, we include basic care
informationWe also have the care information available on our site under each
individual product and in our knowledge baseOur knowledge base is comprised
of videos, how to’s, tutorials, and projectsThe link for this section is
located on the top of our website towards the right-hand sideWe also have
knowledgeable customer service representative to answer questions Monday-
Friday 7:am -5:pm PST via phone or emailIf we are unavailable we
request you leave a message and we will get back to your promptly during
business hours.
Our bonsai trees are living specimen, they do not require
preservative to keep fresh unlike cut flowers; to maintain the health of the
bonsai care is provided in the forms of natural light, water, and
nutrients.
We offer many different resources for care and different
policies to help our customers succeed in their bonsai hobby Therefore this customer is not entitled to any replacement, refund or credit.

I am rejecting this response because: the refund policy is unreasonable for the type of product being sold It would be impossible to determine in the short day period allowed, whether or not the "tree" was healthy, or even alive when it was received Even cut flowers will last several weeks in water! It is certainly obvious that if the tree was defective or had been "killed" in shipment, it would not show evidence within the limited period of time that this company permits for claims to be made Accordingly, I renew my request for a refund for the sale of defective merchandise.Moreover, if we are to assume that, as the company claims, the tree was not properly cared for, this is attributable to their poor, unclear limited instructions on the care of the tree. With respect to the their attitude, I know that the Revdex.com cannot advise as to "good business sense", but their lack of interest in pleasing a possible long time customer shows this.Thank you very much.*** ** ***

We offer a few different policy options on our products
depending on the product purchasedThe policies the purchased product falls
under are our Returns Policy - Live Plants & the 30-Day Plant Replacement
These policies are on the back of each packing slip shipped with each order, in
our catalog, and on our site
Our day one time plant replacement policy is to cover any
transportation damages compromising the product and the initial acclimation
periodIf the bonsai had suffered any damages during the transit process
symptoms would become visible during this 30-day period, therefore we offer
this policy to insure the health of the plant was not compromised during
transitWe request the customer contact us with any questions or concerns so
they can take advantage of our policies if applicableOur 30-Day policy
applies to a replacement tree ONLYIf you would like a refund or store credit,
we must be notified within DAYS of receiving your product
Our Returns Policy - Live Plants, requires notification if
an item you receive is damaged, missing, or defective, please notify us WITHIN
DAYS OF RECEIPT If you are not satisfied with your order and wish
to make a return, we need to be notified within the days from date of receipt
to approve a return merchandise authorizationItems must be returned to us to
qualify for a refund or exchange
When shipping live products, we include basic care
informationWe also have the care information available on our site under each
individual product and in our knowledge baseOur knowledge base is comprised
of videos, how to’s, tutorials, and projectsThe link for this section is
located on the top of our website towards the right-hand sideWe also have
knowledgeable customer service representative to answer questions Monday-
Friday 7:am -5:pm PST via phone or emailIf we are unavailable we
request you leave a message and we will get back to your promptly during
business hours.
Our bonsai trees are living specimen, they do not require
preservative to keep fresh unlike cut flowers; to maintain the health of the
bonsai care is provided in the forms of natural light, water, and
nutrients.
We offer many different resources for care and different
policies to help our customers succeed in their bonsai hobby Therefore this customer is not entitled to any replacement, refund or credit

*** *** purchased a bonsai and fertilizer on our online store on sat, 1O/22/20L6; his order wasdelivered Sat10/29/The order arrived with our care information/ catalog, packing slip (includingpolicy information on the back), and productsThe bonsai was covered under our day one time
plantreplacement policy per the policy seal online.Our day one time plant replacement policy starts the date of delivery and covers the plant for the 1st daysOur 30-Day policy applies to a replacement tree only.We were first contacted in regards to the declined bonsai on 1/12/after the policy had alreadylapsed; policy had lapsed on 11/28/20LAlthough the bonsai was out of policy we requested a photoand current care regimen to see if the bonsaicould be rejuvenatedUnfortunately, the bonsaihaddeclined too much and was not able to be rejuvenated.We advised the customer he was out policy therefor the bonsai was not eligible for a replacementAs acourtesy due to the circumstances we issued the customer rewards points to his account that canbe redeemed and used like cash on future purchases if she wanted to purchase a replacement.Customer was upset that we could not g1ant a replacement out of policy and was unhappy that we onlyissued rewards points to his account to help aid in purchasing a replacementWe advised thecustomer the rewards points can be used with coupons or discounts so he can purchase a tree at alarger discounted rate.We encourage customers to contact us right way if they have any questions or concerns regarding theirorder' We do our best to inform customBrs of our policies; a copy of our policy is printed on the back ofeach packing slip shipped with each ordqr, in the catalog with each order, and on our site under ourpolicy section

Please see attached screen shots from my emailsI have sent them emails constantly the past couple of weeksThey stated after the "rejuvenation period" that they would supply me with a new treeThen as they told you, they stated we never replied backClearly we haveAnd they keep ignoring methey did that at the beginning also!In addition, you can see that they are blocking my negative reviewI have a right to post a negative review... Thank you for all of your help

Initial Business Response /* (1000, 8, 2015/09/21) */
We acknowledge that the customer did not receive her products in top condition It is our company policy that we guarantee the plants for days upon delivery, and there are two methods to go about it:
The customer may send in photos and
choose to receive a one-time replacement We advise with rejuvenation tips on how to keep the first plant in good condition, so that when they do get the replacement it will undergo the same care The customer will undergo a two week observation period and notify us whether to send out the replacement This is clearly indicated to the customer, however she chose to return the product days after receiving it
The second method would be to send out the replacement tree immediately, or provide alternative plants that would be more suitable for the season & environment it is go to The Japanese Red Maple which was originally purchased did not satisfy her requirement of having red foliage year-round (as detailed on the website this maple produces red leaves during the cooler months and green leaves during the warmer months.) Being this is the beginning of August, we are in the warmer weather and the maple currently produces green leaves We advised on some alternative plants that may more tolerant of seasonal weather change, but again she refused to choose the replacement and decided to return the plants We provided instructions on how to process the return and waited for her response Rather than returning it, she filed a chargeback with her credit card company disputing the charge, thus turning over the responsibility to them
Once the dispute with the credit card company was filed, we knew the customer did not want to continue working out the replacement with us After another attempt to offer a replacement or substitution, the customer decided to send in photos, however still wanted to return the products, requesting a return label from us As per our policy, the customer is responsible for return shipping of products for a refund Once a chargeback is in place, we are not issuing replacements until the case is closed We tried to communicate with the customer that a replacement may be the ideal way to handle the situation, but she believed that returning the products would satisfy her needs The customer attempted to ship the return package through USPS using COD, but we do not accept returns in that manner Our lines of communication have remained open however she did not find our customer support adequate

Initial Business Response /* (1000, 8, 2015/06/29) */
We sent the customer a quote after he received a sample order that was purchasedThe customer emailed us back with a few items from the quote as well as others that were not included in the quote for this order in discussionWhen we spoke to
the customer before finalizing the quote, we had indicated that not all plants will look exactly the same due to being live plantsThey will all be unique in their own way due to growth patters; therefore they will not all be the same sizeWe informed the customer that the order must be placed before 5/22/in order for him to receive his order in time for his needed date
Customer submitted his order to us on 5/26/Our new shipment of products arrived the date we shipped out his order (May 29, 2015)
During our quality inspection of the shipment prior to sending out his products, we notified the customer that the plants in the new batch were a bit smaller than the original plants receivedThe customer never contacted in regards to this matter therefore we shipped his order as scheduledThe shipment was delivered on 6/3/as promised
We did not have contact with the customer until 6/10/when he emailed us with pictures of what he receivedHe had indicated he was unhappy with the shipment and asked, "Please let me know what you can do to help reconcile this"We promptly responded to his email indicating an additional discount has been applied due to the sizeAfter we credited the customer the additional discount the order was closed/completed due to issues being resolved
On 6/15/after the credit was processed the customer contacted us again indicating we didn't address one of the issuesHowever the additional discount that was authorized on 6/10/included the product he was referencingHe indicated at this point he now just wanted to partially return his orderCustomer quoted one of our policies for return; however it was a general return policy excluding live plantsWe emailed him back on 6/15/indicating that the policy he was reading was not for live plantsWe reiterated to him our return policy for live plants, that the package must be "postmarked for return within days from date of delivery to qualify for a refundIf returning a live plant please notify us prior to shippingAll returns need to be shipped in its original condition with a copy of the packing slip included in the shipmentShipping and handling fees are non-refundable"
On 6/16/customer sent another email citing our policyHe also indicated he wanted to return a portion of his orderIn response to his email, we indicated that our live plant policy states, if an item you receive is damaged, missing, or defective, please notify us WITHIN DAYS OF RECEIPTNo mention of a return was stated within the first days, therefore we are unable to accept the return
All of our policies are on the reverse side of each packing slip included with each shipment, and accessible on the website through the Policy Page at the following link: http://www.easternleaf.com/Articles.asp?ID=
Initial Consumer Rebuttal /* (3000, 10, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In regards to you informing me of the plants being a different size, this was only passed *** to me after I had received my sample, spoke to a sales person, submitted payment, the order had been processed and the day the order was shipping I receive an email informing me "Tillandsia Stricta Air Plant are not a broad leafed as the original plants received"In your description to the Revdex.com you said you told me the plants were going to be a "bit smaller"I have your email you sent to me on 5/29/and you did not mention the plants were going to be smallerYou said the plant leafs were not going to be as broadI will be happy to provide this email for your reference
Also in your Revdex.com response you said that I did not respond to this email, which is incorrectI responded on the same day 5/29/expressing my concern about the potential differenceI stated, "A majority of the reason I placed the order was because I was told the plants that would ship would be the ones attached." (I provided a picture for reference) "The wider width plantWas I told incorrect information? Can you help me understand why this changed?" You then responded to the email stating, "The information provided when setting up the order was correct; however the sales representative did indicate that they may vary and might not all have broad foliage due to being living specimenWe wanted to make you aware that our new shipment was not a broad leafed as the original." Again you did not say the plants were smaller you stated that the leafs were not as broadThis difference is very important if you reference the pictures of what I receivedThe plants are literally half the size of what was promisedIt is not a "bit smaller" or "leafs not as broad" it is half the size and in some cases 1/the sizeI have pictures to show the difference
I am concerned that in your Revdex.com response you stated, "During our quality inspection of the shipment prior to sending out his products, we notified the customer that the plants in the new batch were a bit smaller than the original plants receivedThe customer never contacted in regards to this matter therefore we shipped his order as scheduledThe shipment was delivered on 6/3/as promised." I am sorry to say this is a lieI responded to the email stating my concern and it was replied on the same day from your customer service representative ensuring me that the plants will be satisfactoryThis part of your report is completely and I can provide all these emails and correspondence as well
My email to Eastern Leaf on 6/10/included pictures, descriptions and quantities of my product that was not what was promisedI expressed in the email what was wrong with the product and provided pictures of the products as wellIn this email it was within the days of notifying them of product that was defectiveI was very clear on what was wrong with the productThey responded to me with an apology and a $refund offerThis was an $order over half of the product received was not what I was promisedAgain, I have pictures to indicate all of these claimsI will be happy to provide publicallyI have provided all of these to Eastern LeafI responded to them letting them know what product I wanted to return in its original conditionThey then respond stating that they won't accept the return because it "needs to be postmarked within business days or receipt"I then respond with a screenshot of their website showing them their policy stating "If an item you received is damaged, missing or defective, please notify us within days of receipt." I informed them that I had done that very clearly on 6/10/Eastern Leaf then responds saying that I hadn't used the word "return" in my email to them on 6/10/so now they were not going to accept my RMA request
Again, I will gladly provide all images and emails to show all communicationI would normally never make a fuss like this but the product I received was not even close to what I was promised and it is beyond frustrating that Eastern Leaf will not honor their policy for returnsI will gladly send back the entire unwanted product in its original condition but they are unwilling to accept the RMA
I just want to make sure customers who use Eastern Leaf in the future make very sure of what they are ordering because once you receive the product (even if it is not what you wanted) you are stuck with it
Final Business Response /* (4000, 12, 2015/07/07) */
When a customer believes they've received a product that may not be as described, we will work with them to remedy the situationIn this instance, we delivered the product on-time as promised for an event that required a larger quantity of the same productsThe delivery was made and we were not informed about a return until days after delivery of the products, which is beyond our policy dateDue to the nature of the products being a live plant, we are only able to accept returns initiated within days of deliveryNo certainty can be made as to the condition they may be in for that period of timeTherefore, we are unable to accept his partial return

Customer submitted the order online on Tuesday, 02/13/
at 03:31PM; after our same day processing cutoffPer our shipping information
online, Business Days: Ships the same business day if order is placed before
12:00pm PSTThe order was scheduled to ship the following business day per our
policy via the shipping method the order was submitted with.
We attempted to contact the customer via the phone number
and email address listed on the orderUnfortunately, we are unable to reach
the customer; therefore, we left a voicemail and sent an email. We advised the customer the current shipping
method was not going to guarantee a delivery by the date they had listed on the
order, if they needed it by the date they listed on the product they needed to
update the shipping methodThe order was scheduled to ship per our shipping
policy, if they did not contact us to update the order is was due to ship as it
was submitted via Business Day Shipping
Customer contacted us the following day asked why we didn’t
upgrade the shipping and send it outWe advised the order was shipped per how
it was submitted, we can not make updates to an order without customers
approval nor can orders ship with a balance dueCustomer then asked if she
could update shipping, we advised that updating the shipping method in transit
will delay the shipment further
Customer asked what the other options were to get the order
by 2/17/18, we advised the only way to get the order by that date would be to
place a new order via next business day shippingShe would have to place it
before the cutoff for same day processingWhen the original order arrived, she
can return it and we could issue her a credit for the return items purchase
priceShe said she did not want to pay for the express shipping
Customer then requested to cancel the order, we advised her
the order could not be cancelled once shipped, she can return the order upon
receipt Once the order was returned we
could process a refund for the returned purchase price of the products in the
orderPer our return policy online Shipping and handling fees are
non-refundable and customers are responsible for all return shipping fees
incurred
Although the customer is responsible for the return shipping
fees incurred we did not deduct the refused package return shipping fees from
the credit issued for the returned order.
The credit was issued upon receipt of return for the
purchase price of the returned products as stated to the customer

Initial Business Response /* (1000, 8, 2015/09/21) */
We acknowledge that the customer did not receive her products in top conditionIt is our company policy that we guarantee the plants for days upon delivery, and there are two methods to go about it:
The customer may send in photos and
choose to receive a one-time replacementWe advise with rejuvenation tips on how to keep the first plant in good condition, so that when they do get the replacement it will undergo the same careThe customer will undergo a two week observation period and notify us whether to send out the replacementThis is clearly indicated to the customer, however she chose to return the product days after receiving it
The second method would be to send out the replacement tree immediately, or provide alternative plants that would be more suitable for the season & environment it is go toThe Japanese Red Maple which was originally purchased did not satisfy her requirement of having red foliage year-round (as detailed on the website this maple produces red leaves during the cooler months and green leaves during the warmer months.) Being this is the beginning of August, we are in the warmer weather and the maple currently produces green leavesWe advised on some alternative plants that may more tolerant of seasonal weather change, but again she refused to choose the replacement and decided to return the plantsWe provided instructions on how to process the return and waited for her responseRather than returning it, she filed a chargeback with her credit card company disputing the charge, thus turning over the responsibility to them
Once the dispute with the credit card company was filed, we knew the customer did not want to continue working out the replacement with usAfter another attempt to offer a replacement or substitution, the customer decided to send in photos, however still wanted to return the products, requesting a return label from usAs per our policy, the customer is responsible for return shipping of products for a refundOnce a chargeback is in place, we are not issuing replacements until the case is closedWe tried to communicate with the customer that a replacement may be the ideal way to handle the situation, but she believed that returning the products would satisfy her needsThe customer attempted to ship the return package through USPS using COD, but we do not accept returns in that mannerOur lines of communication have remained open however she did not find our customer support adequate

Customer placed his order on 03/01/2018, the order shipped on 03/02/and tracking indicates the order was delivered Thu 3/08/at 2:pmOur first correspondence with the customer regarding his concerns were on 4-16-The bonsai had been evaluated, the tree was exhibiting signs of
dehydration; this was a contributing factor in the rotation of foliage, the tree was not dead it was sheading leavesWe also advised the customer to treat the tree for pests due to some sheen on the foliage, this can be an indication the tree more recently contacted pestsWe provided detailed information on how to eliminate any possible pests The replacement policy period has lapsed before contacting us with any questions or concernsAlthough he was out of policy we tried to work with himThe customer did not want to do anything we suggested and demanded we send a replacement; he indicated the tree had problems since he had it We do not have any records of him contacting us before 4/16/however we were trying to work with him; we provided details about the species, what may have caused the pests, and how to treat the tree. We went over the steps customers need to take to be eligible for a replacement The customer was not happy with our procedures and declined to try and work with usDid not want to apply the care and the pest’s regimen nor follow up with us at the end of the 2-week treatment period The customer insisted he contacted us, he was not going to do anything to the tree and wanted a replacement We requested he forward us the documents he said he sent to us prior to 4/16/18, we never received these documents. Unfortunately, we had to stop communications with the customer due to the mannerisms continuing to degrade into further inappropriate language, threats, and unwillingness to acknowledge our terms

The customer contacted us upon receipt of the original
order, two of the plants did not travel wellWe authorized her one-time plant
replacements for these plants on 3/22/18, they shipped promptly on Monday
3/26/per the customer’s requestTracking indicates the package was
delivered Fri
3/30/at 2:pm and signed for by *** per the proof of
delivery
Customer contacted us on 4/12/18, days after the package
was marked as being delivered indicating she never received her order
Per our shipping policy Eastern Leaf is not responsible for
lost or stolen packages once delivery is confirmed by the shipping carrierIf
your package is confirmed as delivered, we cannot issue any refunds, credits,
or replacements for lost or stolen packages
Although our policy
states not responsible for lost or stolen packages we contacted the carrier and
started a delivery dispute investigation; this process can take up to
business hours per the carrierCustomer contacted us multiple times during the
investigation requesting tracking and a refundWe advised her that we could
not issue any refunds nor credits until the investigation had endedCustomer
contacted us 4/13/18, said the carrier had closed the case, we advised her we
must get verbal confirmation for the carrier regarding the status of the
investigation; she indicated they had already contacted usWe advised her at
that time we have had no communications with them regarding the closure of the
investigation but would contact them and get back to her
We called the carrier regarding the status of the
investigation on 4/13/18. The carrier
indicated the package was delivered to the onsite office, they were unable to
reach the office to confirm the package was still thereThe carrier provided
us with the office information, we took the liberty of contacting the onsite
office ourselvesThey had confirmed our shipment addresses to the recipient
was still in their possession and had not been picked up
We emailed the customer on 4/13/on the active email chain
we have been corresponding over letting
her know the package was delivered to the onsite office and was still there
available to be picked up

*** *** purchased a bonsai and fertilizer on our online store on sat, 1O/22/20L6; his order wasdelivered Sat10/29/The order arrived with our care information/ catalog, packing slip (includingpolicy information on the back), and productsThe bonsai was covered under our day one time
plantreplacement policy per the policy seal online.Our day one time plant replacement policy starts the date of delivery and covers the plant for the 1st daysOur 30-Day policy applies to a replacement tree only.We were first contacted in regards to the declined bonsai on 1/12/after the policy had alreadylapsed; policy had lapsed on 11/28/20LAlthough the bonsai was out of policy we requested a photoand current care regimen to see if the bonsaicould be rejuvenatedUnfortunately, the bonsaihaddeclined too much and was not able to be rejuvenated.We advised the customer he was out policy therefor the bonsai was not eligible for a replacementAs acourtesy due to the circumstances we issued the customer rewards points to his account that canbe redeemed and used like cash on future purchases if she wanted to purchase a replacement.Customer was upset that we could not g1ant a replacement out of policy and was unhappy that we onlyissued rewards points to his account to help aid in purchasing a replacementWe advised thecustomer the rewards points can be used with coupons or discounts so he can purchase a tree at alarger discounted rate.We encourage customers to contact us right way if they have any questions or concerns regarding theirorder' We do our best to inform customBrs of our policies; a copy of our policy is printed on the back ofeach packing slip shipped with each ordqr, in the catalog with each order, and on our site under ourpolicy section

The customer contacted us upon receipt of the shipment;
unfortunately, despite our packaging a few items out of the entirety of the
order were damaged in the transit processWe advised the customer of her
options regarding refund, returns and or replacements.? We
explained if she wanted a refund she would
have to return all undamaged items (not including the damaged) to get a full
refund in the amount of the products purchase price per our policyIf she
wanted a partial credit we would issue her credit in the amount of the damaged
products purchase priceOr if she wanted a replacement we could resend the
damaged items
Customer opted to get a replacement; replacements were authorized
and shipped same dayPer our policy all replacements are shipped via ground
If expedited shipping is requested we can offer it at a discounted rate;
deducting original shipping fees from the expedited feesUpon receipt of the
replacement order, one of the items was missingWe investigated the issue, we
apologized for the missing itemUnfortunately, when the replacement order was
delivered we did not have any more replacement pots in that size availablePer
our policy in the event a replacement is not available; store credit will be
issued in the amount of the purchase priceDue to the circumstances, we issued
a refund in the amount of the purchase price of the bonsai tree back to the
original form of payment.? ? ?
We offered suggestions regarding a possible pot size if the
customer opted to keep the bonsai she received a full refund for
*Some of our product may have substitutions depending on
availability; this is specified/ notated in the product description(s)

The customer contacted us upon receipt of the shipment;
unfortunately, despite our packaging a few items out of the entirety of the
order were damaged in the transit processWe advised the customer of her
options regarding refund, returns and or replacements. We
explained if she wanted a refund she would
have to return all undamaged items (not including the damaged) to get a full
refund in the amount of the products purchase price per our policyIf she
wanted a partial credit we would issue her credit in the amount of the damaged
products purchase priceOr if she wanted a replacement we could resend the
damaged items
Customer opted to get a replacement; replacements were authorized
and shipped same dayPer our policy all replacements are shipped via ground
If expedited shipping is requested we can offer it at a discounted rate;
deducting original shipping fees from the expedited feesUpon receipt of the
replacement order, one of the items was missingWe investigated the issue, we
apologized for the missing itemUnfortunately, when the replacement order was
delivered we did not have any more replacement pots in that size availablePer
our policy in the event a replacement is not available; store credit will be
issued in the amount of the purchase priceDue to the circumstances, we issued
a refund in the amount of the purchase price of the bonsai tree back to the
original form of payment.
We offered suggestions regarding a possible pot size if the
customer opted to keep the bonsai she received a full refund for
*Some of our product may have substitutions depending on
availability; this is specified/ notated in the product description(s)

I am rejecting this response because:  the refund policy is unreasonable for the type of product being sold.  It would be impossible to determine in the short 30 day period allowed, whether or not the "tree" was healthy, or even alive when it was received.  Even cut flowers will last several weeks in water!  It is certainly obvious that if the tree was defective or had been "killed" in shipment, it would not show evidence within the limited period of time that this company permits for claims to be made.   Accordingly, I renew my request for a refund for the sale of defective merchandise.Moreover, if we are to assume that, as the company claims,  the tree was not properly cared for, this is attributable to their poor, unclear limited instructions on the care of the tree. With respect to the their attitude, I know that the Revdex.com cannot advise as to "good business sense", but their lack of interest in pleasing a possible long time customer shows this.Thank you very much.[redacted]

Customer submitted the order online on Tuesday, 02/13/
at 03:31PM; after our same day processing cutoffPer our shipping information
online, Business Days: Ships the same business day if order is placed before
12:00pm PSTThe order was scheduled to ship the following business day per our
policy via the shipping method the order was submitted with.
We attempted to contact the customer via the phone number
and email address listed on the orderUnfortunately, we are unable to reach
the customer; therefore, we left a voicemail and sent an email. We advised the customer the current shipping
method was not going to guarantee a delivery by the date they had listed on the
order, if they needed it by the date they listed on the product they needed to
update the shipping methodThe order was scheduled to ship per our shipping
policy, if they did not contact us to update the order is was due to ship as it
was submitted via Business Day Shipping
Customer contacted us the following day asked why we didn't
upgrade the shipping and send it outWe advised the order was shipped per how
it was submitted, we can not make updates to an order without customers
approval nor can orders ship with a balance dueCustomer then asked if she
could update shipping, we advised that updating the shipping method in transit
will delay the shipment further
Customer asked what the other options were to get the order
by 2/17/18, we advised the only way to get the order by that date would be to
place a new order via next business day shippingShe would have to place it
before the cutoff for same day processingWhen the original order arrived, she
can return it and we could issue her a credit for the return items purchase
priceShe said she did not want to pay for the express shipping
Customer then requested to cancel the order, we advised her
the order could not be cancelled once shipped, she can return the order upon
receipt Once the order was returned we
could process a refund for the returned purchase price of the products in the
orderPer our return policy online Shipping and handling fees are
non-refundable and customers are responsible for all return shipping fees
incurred
Although the customer is responsible for the return shipping
fees incurred we did not deduct the refused package return shipping fees from
the credit issued for the returned order.
The credit was issued upon receipt of return for the
purchase price of the returned products as stated to the customer