Planet Natural

Review: Order placed 07/09/2013. Shipped via UPS to a PO Box which was returned twice. Normally, orders are shipped to the PO Box via USPS. Request for refund made twice and still has not been received.Desired Settlement: Refund of $28.15 issued immediately.

Business

Response:

Here is a brief recount of the situation in question by BBE. I am also attaching the USPS tracking information as well as a copy of the invoice with the notes that we have recorded of what was going on with it at the time. Money Order Original Ship Date: 07/17/13Sent through Fed Ex by mistake.Tracking # [redacted] Received package back from Fed Ex on 07/23/13 Re Ship Date: 07/23/13 Sent through USPS *Priority Mail*Tracking # [redacted] Delivered on 07/25/13 at 6:34 am to the customers P.O. Box I talked to the customer when she called on Monday, August 5th to request a refund for an order that was shipped with the wrong carrier by mistake. I looked up the order and confirmed her address and method of payment. She let me know how she really felt about our shipping department and how I need to reprimand the people we have shipping our orders; because in her opinion "they aren't competent enough to know that Fed Ex doesn't ship to P.O Boxes" and that she "doesn't know what kind of business we run here". I was apologetic to her situation and explained that I would gladly pass the order and information on to our accounting department to issue a check out to her; because she paid with a money order. I will admit that because we are so busy on Monday and Tuesday the task was set aside for the moment but was given to accounting on Wednesday, August 7th. I talked to the customer again on Friday, August 9th. This time she was wondering were the check was and demanded to know why it wasn't in her mail box. I again was apologetic and explained to here that how busy we have been the past few months and that it takes a small amount of time for a refund check to be approved, issued and mailed and assured her that it was being handled as we speak. The fact that it hadn't even been sent out did not make her very happy; so once again I was apologetic and listened to her while she told me how incompetence of our staff was and how she felt our company was horrible at everything it does. I again apologized and tried to clarify that we have been short staffed and very busy the last few weeks. I then offered to put the refund onto a debit or credit card; and that I would be able to give her a confirmation within 30 seconds. She argued that she paid with a money order, not a card! Why would she want it put on a card, she said it didnt make sense. At this point I didnt know what else to say. I was apologetic and admited our mistake with the carrier mix up. We re shipped the same day it got back to us from Fed Ex, I passed the order through to get the check out, I apologized for the time it took to get it issued, I offered an alternative method to get the refund to her faster. So I called accounting and verified that the check was issued and in the mail; which it was being sent that afternoon; and that she should expect it in 3-5 days. She replied with more about our company but this time it was the accounting department; so I just listened until she was done, apologized once more and then reiterated that it was in the mail and when she should expect it. The last thing she said before she hung up was "It better be and it better be here soon" and then Because if its not I will be reporting you to the Revdex.com". I remained quiet until I heard the phone hang up, I just didn't know what to say to her after that. Also, the second package was delivered to her and is confirmed as it says on the tracking info I attached. I don't know why she says that she hasn't received it, I don't know where it is and don't have a contact number for her; so as far as resolving any issues with that were at a loss. I think I was the only one who spoke with her on the phone, because when the first package came back we just went ahead and re shipped it without calling the customer. Also the time frame between the first call 08/05 and the second call 08/09 was five days. I personally dont feel like the refund check would have been in her mailbox in four days, with issuing it and sending it out the following day. The time from the second call 08/09 and when we spoke about the Revdex.com this afternoon was a weekend, so??

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint at this time. I'd like to first contact my post office first thing tomorrow morning and relay all of this to them and provide them with the USPS tracking number and request to know where my order is as it was not placed in my mailbox and certainly not on 07/25/13. I agree with Planet Natural's details of our conversations except where it is indicated I was advised of how busy and short handed they've been.

I will respond again tomorrow after my review with USPS, as the order did not just vanish into the thin air.

Consumer

Response:

Today, 08/14/13, first thing this morning I called USPS's customer service at ###-###-#### to complain about my priority package showing up in their tracking system as delivered 07/25/2013 when I had not yet received it on up through yesterday, 08/13/2013. I gave them the USPS tracking number. The stated they will investigate and gave me case # CA[redacted].

This evening, just a few minutes ago, I checked my PO Box and it was now there, again USPS will investigate. I opened it, and the 2nd line item on Planet Natural's shipping paper, which was what I actually ordered, was not in the box, the other 2 items ordered were there. I had instead a 2.75 oz repellent when I had actually ordered a 14 oz spray. I returned the entire order back to them via USPS Priority Mail - 3 day, USPS tracking # [redacted] at an additional cost to me of $6.20. I also received my refund check for the order.

Review: I purchase 2 water cooled reflectors on Jan 17 2014. I realized one had a leak and the cause was a small crack. I contacted the seller Feb 3 2014. I returned the merchandise at my expense. Tracking info is [redacted]exclude the dash

I did keep one "bare bones" tube that did not leak and returned the wings and other items.Desired Settlement: I sent the merchandise back so I would like a refund + $24.43 for postage.

Business

Response:

Here is the email correspondence we have had concerning this customer:

Review: The price on the shelf for an Advanced Nutrient product called Sensi Bloom was $36.50. There was a sign saying 25% off all Advanced products. The sales associate and the manager would not honer the discount for the price on the shelf and charged me $34.95 each for four bottles. They said the price on the shelf was wrong and needed to be changed. They only had 3 bottles on the shelf and sent me to the warehouse for the 4th bottle. I drove to the warehouse and they didn't even have it. I returned to the store and got a refund. They apologized but refused to honer their own signs for the discount that was advertised.Desired Settlement: Sell your product for the price that is clearly marked and honer your signs for discounts. Let managers know this is bad business practice and not acceptable.

Business

Response:

At no time was there any attempt to deceive this customer or any customer of ours. We have been in business for over 25 years and have thousands of satisfied customers across the country. This was nothing more than an honest mistake that has been corrected.