Initial Business Response /* (1000, 5, 2016/06/14) */
Dear Mr. [redacted]:
We have received your inquiry regarding an order you placed with us. You state that you have not yet received your order.
We regret that you have been inconvenienced in any way. However we have checked with our shipping...
room and find that your order has been shipped. It should reach you in the very near future, if it has not already done so.
Please also note the enclosed copy of emails received and the corresponding responses we sent. We responded to your 6/1/16 email on 6/2/16 and your 6/2/16 email on 6/3/16.
Thank you for your interest in our merchandise and we shall look forward to serving you again soon.
Very Truly Yours,
Richard Owen Nursery
Customer Service
[redacted]
Initial Business Response /* (1000, 5, 2015/05/27) */
Dear Mr. [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 the day the order is placed. All other cancellation requests must come...
to us in writing. Once we have begun shipping for the season, it is difficult to cancel an order." Once we have received an order for 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 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. If the order is not wanted, please return it with proper postage affixed, per the terms of our warranty, and we will be happy to issue a refund.
Very truly yours,
Richard Owen Nursery
Dear Mr. [redacted]:We have received your inquiry regarding an order you placed with us. You state that you have not yet received your order.We regret that you have been inconvenienced in anyway. However, we have checked with our shipping room and find that your order has been shipped. It should reach...
you in the very near future,if it has not already done so.Thank you for your interest in our merchandise and we shall look forward to serving you again soon.Sincerely,Exciting Gardens[redacted]Customer Serivce
I am rejecting this response On several days over the date you state the order was delivered, I was not home. If it was left on my steps, I live inthe country, and there was NOTHING there when I got home.. I NEVER got such an order. I shall never order from your company again, I am VERY dissatisfied with your merchandise and your customer service.reporat ofI shall not be giving a positive report regarding your company to any of my friends. Sincerely, [redacted] B.
Initial Business Response /* (1000, 5, 2016/07/15) */
Dear Mr. [redacted]:
We are in receipt of recent correspondence regarding the order you placed with us 3/17/14 using a $5.00 merchandise certificate from a previous order and a $45.97 additional payment. This order shipped in two packages on...
4/2/14 and 4/21/14. Please note our guarantee is as follows:
"If any item you purchased does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within 1 year of receipt...Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returned. For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within 14 days of receipt."
On 5/27/14 a replacement for two of the items (value $4.99) in the first package was processed and shipped 6/5/14. On 7/24/14 a replacement (value $15.57) was processed for items requested from the second package and shipped 7/29/14.
Then on 9/4/14, we received notification that one of the items in the 7/24/14 replacement was sent incorrectly and a new replacement was processed. Due to the item and time of year, this package was held for shipment until Spring 2015 and the shipped 4/1/15.
On 6/3/15, we received an additional request for replacement however nothing was done as you order was well past the 1-year guarantee. However, upon review of the file, we have found that additional items from package 1 were requested to be replaced in the July 2014 correspondence that were inadvertently overlooked.
Therefore we are issuing a refund check for the value of these items in the amount of $15.43.
Very Truly Yours,
Exciting Gardens
[redacted]
Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
settlement response amount was not in whole as I requested & I believe they owe me, but at this time I am closing my file & [redacted] not do business with them in the future. I appreciate your help in that, even tho they ignored my latest correspondence, they ultimately responded to you
Initial Business Response /* (1000, 7, 2015/10/02) */
Dear Mr. [redacted]:
We are in receipt of recent correspondence regarding an order you placed with is. We are sorry you did not understand the email we previously sent to you. No refund is due as the order was not processed and has been...
Final Consumer Response /* (2000, 11, 2015/06/01) */
This matter is now resolved. [redacted] replaced all three plants. Thank you for your support. I don't think I would get a resolution on my own. Thank you again
Initial Business Response /* (1000, 5, 2016/09/26) */
Dear Dr. [redacted]:
We have reviewed the additional documentation that you have sent. It appears that your are requesting an adjustment for 1-Arkansas Amsonia (for which we sent 1-Flame Grass in error) and 1-Lavender Astilbe (free...
gift). We are issuing a credit to your charge card of $3.99 for their value.
Very Truly Yours,
Exciting Gardens
[redacted]
Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Exciting Gardens, aka Richard Owen Nursery, is offering to replace a single plant. Most of the original plants they sent - and replacements - were nowhere near as advertised, and several still did not come up. Their replacement guarantee makes it seem as if they have no record of what was sent - why should I have to return a label? (A competitor I used lifetime guarantees their plants - and all but two grew, which they replaced no questions asked, NO LABEL, no nothing.)
I want it on record that Exciting Gardens / Richard Owen Nursery practices misleading advertising, has tenuous guarantee practices, and provides poor quality products.
Thank you.
Initial Business Response /* (1000, 5, 2016/04/25) */
Dear Mrs. [redacted]:
We are in receipt of a recent inquiry regarding the order you placed with us in January. After reviewing our systems we found no emails from the email address provided ([redacted]@hotmail.com).
Please note our guarantee is...
as follows: "If any item you purchased does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within 1 year of receipt...Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returned. For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within 14 days of receipt."
Package 2 of your order (Cider Gum Eucalyptis) shipped 3/25/16 with tracking number: XXXXXXXXXXXXXXXXXXXXXX Tracing this number shows that the package was delivered 3/30/16.
Very Truly Yours,
Richard Owen Nursery
Customer Service
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2016/05/10) */
Thank you for working this on my behalf and I apologize for not responding to you sooner because I was out of the State and did not have access to any of my email servers. However
I read the response from the nursery and it is unacceptable because:
1. I did not communicate with them via [redacted]@hotmail.com but via [redacted]@bellsouth.net
2. I have never received the shipment of Eucalyptus Cider Gum which they said was shipped and received on 3/30/2016 and besides when I spoke with a female named TIA on 4/7/2016 she told me I should be receiving it by Friday (4/8) or no later than Monday 4/11) and up to the time I contacted you I had not received the item. I trust you [redacted] continue to monitor this for me.
Thanks,
[redacted]
Final Business Response /* (4000, 20, 2016/05/26) */
Dear Mrs. [redacted]:
Thank you for your recent letter concerning an order you sent to us. You state you have not received the shipment.
We are very sorry that you have been inconvenienced in any way. We have checked our files and find that we received your order on 1/28/16. We have also checked with our shipping room and find that package 2 of your order was shipped 3/25/16.
We generally allow 2-weeks for delivery on a package. A trace on your package shows it was in fact delivered on 3/30/16.
Since you state you have not received your package we are scheduling a duplicate shipment, which will be shipped at the proper planting time. We would also like to point out that we have no record of receiving emails from the [redacted]@bellsouth.net email address provided.
We hope the duplicate shipment and our sincere apologies [redacted] compensate for any inconvenience you have been caused.
Very Truly Yours,
Richard Owen Nursery
Customer Service
[redacted]
Final Consumer Response /* (4200, 22, 2016/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate what [redacted] is in the process of doing because this is the proper thing to do because I cannot think of any reason for me to report not receiving the remainder of my order when I actually received it. But again I say I did not receive it and sending me a double order is not comforting. I am requesting the balance of partial order 1of2 which is Item# 3231 Eucalyptus, Cider Gum (1)@$3.99. And this is all I am asking. No more.
Dear Ms. [redacted]:We are in receipt of correspondence regarding the order you placed with us 6/16/17 for $95.03. Tracking of the order shows that it was delivered 6/24/17.We received and processed a replacement request for items from your 2016 order on 7/21/17 (value $50.52) along with a merchandise...
credit certificate of $2.00 for an additional item. However, the replacement was cancelled because we received a chargeback for the $95.03 order. At this time, we have not received back any of those items or been paid for that order. Therefore, you owe $51.99 for the difference (95.03 - 52.52 credit = 51.99).Very Truly Yours,Farmer Seed Nursery[redacted]Customer Service
Initial Business Response /* (1000, 5, 2015/06/09) */
We have received your inquiry regarding your order with us. Upon checking our files, we found that we received a replacement request from you on 5/21/15 for 1 Wildberry Coneflower.
After checking with our shipping area, we found that the...
replacement order has been shipped and you should be receiving it soon.
Thank you for your interest in our merchandise and we shall look forward to Serving you again soon.
Very truly yours,
RICHARD OWEN NURSERY
6 Finance Dr. Bloomington, Illinois 61704 o (309) 6639553
Initial Consumer Rebuttal /* (2000, 7, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
You've got clout. They responded in one week, received coneflower in two weeks along with a letter from the company.
Thank You,
C. [redacted]
Initial Business Response /* (1000, 5, 2015/06/10) */
We have received your inquiry regarding an order you placed with us. You state that you have not yet received your order.
We regret that you have been inconvenienced in any way. However, we have checked with our shipping room and find that your...
order has been shipped. It should reach you in the very near future, if it has not already done so.
Thank you for your interest in our merchandise and we shall look forward to serving you again soon.
Very truly yours,
Richard Owen Nursery
Initial Business Response /* (1000, 5, 2015/05/12) */
We have received your inquiry regarding an order you placed with us. You state that you have not yet received your order.
We regret that you have been inconvenienced in any way. However, we have checked with our shipping room and find that your...
order has been shipped. It should reach you in the very near future, if it has not already done so.
Thank you for your interest in our merchandise and we shall look forward to serving you again soon.
Very Truly Yours,
Richard Owen Nursery
Initial Consumer Rebuttal /* (2000, 7, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am rejecting this response because:
Both nurseries sent me back the original shipping labels they asked for with a letter asking which plants had died.I specifically stated the day lilies were not the ones pictured in their catalog.The plants were notWhat I ordered. I am sick of dealing with these people.I understand all the negative reviews and wish I had checked that out before I ordered.I did send the picture from my I pad. They would not accept.
Dear Ms. [redacted]:We are in receipt of recent correspondence regarding your 1/19/17 order. We had understood your 6/4/17 email to say that you had pictures showing the bloom of what should have been the 'Get Jiggy Daylily, and therefore were simply asking that you send the picture along with the original shipping label to us so that we could look into it further.We have received a letter stating that you have previously returned the original shipping label as required by our guarantee, and will therefore await it's arrival.Very Truly Yours,Exciting Gardens[redacted]Customer Service
Dear Mrs. [redacted]:We are in receipt of recent correspondence regarding the order you placed with us 7/18/16 for $207.94, which included Yellow Clematis. Please note, our guarantee is as follows:If any item you purchased from us does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING...
LABEL along with your written request within 1 year of receipt... Replacement guarantee is REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, with 14 days of receipt.We received a replacement request 5/1/17 which shipped 5/25/17. A second replacement was requested 6/19/17 which shipped 6/22/17. A third replacement was requested 7/13/17 which shipped 7/20/17. Although we are only obligated to replace once, we have replaced the Yellow Clematis 3 items.While the Yellow Clematis are shipped potted. they are also dormant when shipped and therefore wold not arrive with growth/leaves/etc. and would require time in the ground with proper care in order to start sowing signs of life and to come out of dormancy. This process can take up to 6 weeks. It does not appear that you have given any of the replacements the proper care and time to develop.Very Truly Yours,Exciting Gardens[redacted]Customer Service
Initial Business Response /* (1000, 5, 2015/05/27) */
Dear Mr. Ferks,
We have received your inquiry regarding an order you placed with us.
Package 1 of your order was cancelled, per your email request, and a credit to your charge card was issued on 5/18/15 For $109.71 (the value of package...
1).
Package 2 was shipped on 5/9/15 and it should reach you in the very near future , if it has not already done so.
Thank you for your interest in our merchandise and we shall look forward to serving you again soon.
Very truly yours,
Richard Owen Nursery
Initial Business Response /* (1000, 6, 2015/06/29) */
As stated in our catalogs and on our website, our cancellation policy is: "We can only gauarantee cancellation of an order if it is requested the same day the order is placed. All other cancellation requests must came to us in writing. Once we...
have begun shipping for the Season, it is difficult to cancel an order."
Once we have received on order for merchandise, we immediately mke arrangements for preparation and shipment. Each order is individually evaluated and nursery stok 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 binding agreement between us. It is next to impossible to reverse the procedure once it has begun.
Based upon the obove 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.
However, if you no longer desire the merchandise, you may return if per the terms of our warranty, along with the original shipping label, for a refund.
Very truly yours,
RICHARD OWEN NURSERY
Initial Consumer Rebuttal /* (3000, 8, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think since it took almost 2 months to get my order, they should have allowed me to cancel the order. They didn't ship the order until I told them I was contacting my credit card and disputing the charges. The items have been returned but I have not received my credit. I have sent them an email checking the status of my credit but I have not received a response.
Final Business Response /* (4000, 13, 2015/07/27) */
/Dear Sir or Madam:
Thank you for your inquiry concerning a complaint from one of our customers, [redacted] of Owensboro, KY. Please note that a credit to Mrs. [redacted]'s credit card was issued for the returned items in the amount of $26.45 on 7/9/15. The difference is the non-refundable shipping and processing charge. Thank you again for your inquiry and we hope our method of handing this matter satisfactory.
Very truly yours,
Richard Owen Nursery
Initial Business Response /* (1000, 5, 2016/06/14) */
Dear Mr. [redacted]:
We have received your inquiry regarding an order you placed with us. You state that you have not yet received your order.
We regret that you have been inconvenienced in any way. However we have checked with our shipping...
room and find that your order has been shipped. It should reach you in the very near future, if it has not already done so.
Please also note the enclosed copy of emails received and the corresponding responses we sent. We responded to your 6/1/16 email on 6/2/16 and your 6/2/16 email on 6/3/16.
Thank you for your interest in our merchandise and we shall look forward to serving you again soon.
Very Truly Yours,
Richard Owen Nursery
Customer Service
[redacted]
Initial Business Response /* (1000, 5, 2015/05/27) */
Dear Mr. [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 the day the order is placed. All other cancellation requests must come...
to us in writing. Once we have begun shipping for the season, it is difficult to cancel an order." Once we have received an order for 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 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. If the order is not wanted, please return it with proper postage affixed, per the terms of our warranty, and we will be happy to issue a refund.
Very truly yours,
Richard Owen Nursery
Dear Mr. [redacted]:We have received your inquiry regarding an order you placed with us. You state that you have not yet received your order.We regret that you have been inconvenienced in anyway. However, we have checked with our shipping room and find that your order has been shipped. It should reach...
you in the very near future,if it has not already done so.Thank you for your interest in our merchandise and we shall look forward to serving you again soon.Sincerely,Exciting Gardens[redacted]Customer Serivce
I am rejecting this response On several days over the date you state the order was delivered, I was not home. If it was left on my steps, I live inthe country, and there was NOTHING there when I got home.. I NEVER got such an order. I shall never order from your company again, I am VERY dissatisfied with your merchandise and your customer service.reporat ofI shall not be giving a positive report regarding your company to any of my friends. Sincerely, [redacted] B.
Initial Business Response /* (1000, 5, 2016/07/15) */
Dear Mr. [redacted]:
We are in receipt of recent correspondence regarding the order you placed with us 3/17/14 using a $5.00 merchandise certificate from a previous order and a $45.97 additional payment. This order shipped in two packages on...
4/2/14 and 4/21/14. Please note our guarantee is as follows:
"If any item you purchased does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within 1 year of receipt...Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returned. For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within 14 days of receipt."
On 5/27/14 a replacement for two of the items (value $4.99) in the first package was processed and shipped 6/5/14. On 7/24/14 a replacement (value $15.57) was processed for items requested from the second package and shipped 7/29/14.
Then on 9/4/14, we received notification that one of the items in the 7/24/14 replacement was sent incorrectly and a new replacement was processed. Due to the item and time of year, this package was held for shipment until Spring 2015 and the shipped 4/1/15.
On 6/3/15, we received an additional request for replacement however nothing was done as you order was well past the 1-year guarantee. However, upon review of the file, we have found that additional items from package 1 were requested to be replaced in the July 2014 correspondence that were inadvertently overlooked.
Therefore we are issuing a refund check for the value of these items in the amount of $15.43.
Very Truly Yours,
Exciting Gardens
[redacted]
Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
settlement response amount was not in whole as I requested & I believe they owe me, but at this time I am closing my file & [redacted] not do business with them in the future. I appreciate your help in that, even tho they ignored my latest correspondence, they ultimately responded to you
Initial Business Response /* (1000, 7, 2015/10/02) */
Dear Mr. [redacted]:
We are in receipt of recent correspondence regarding an order you placed with is. We are sorry you did not understand the email we previously sent to you. No refund is due as the order was not processed and has been...
cancelled.
Very truly yours,
RICHARD OWEN NURSERY
Final Consumer Response /* (2000, 11, 2015/06/01) */
This matter is now resolved. [redacted] replaced all three plants. Thank you for your support. I don't think I would get a resolution on my own. Thank you again
Initial Business Response /* (1000, 5, 2016/09/26) */
Dear Dr. [redacted]:
We have reviewed the additional documentation that you have sent. It appears that your are requesting an adjustment for 1-Arkansas Amsonia (for which we sent 1-Flame Grass in error) and 1-Lavender Astilbe (free...
gift). We are issuing a credit to your charge card of $3.99 for their value.
Very Truly Yours,
Exciting Gardens
[redacted]
Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Exciting Gardens, aka Richard Owen Nursery, is offering to replace a single plant. Most of the original plants they sent - and replacements - were nowhere near as advertised, and several still did not come up. Their replacement guarantee makes it seem as if they have no record of what was sent - why should I have to return a label? (A competitor I used lifetime guarantees their plants - and all but two grew, which they replaced no questions asked, NO LABEL, no nothing.)
I want it on record that Exciting Gardens / Richard Owen Nursery practices misleading advertising, has tenuous guarantee practices, and provides poor quality products.
Thank you.
Initial Business Response /* (1000, 5, 2016/04/25) */
Dear Mrs. [redacted]:
We are in receipt of a recent inquiry regarding the order you placed with us in January. After reviewing our systems we found no emails from the email address provided ([redacted]@hotmail.com).
Please note our guarantee is...
as follows: "If any item you purchased does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING LABEL along with your written request within 1 year of receipt...Replacement guarantee is VOID unless the ORIGINAL SHIPPING LABEL is returned. For a REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, within 14 days of receipt."
Package 2 of your order (Cider Gum Eucalyptis) shipped 3/25/16 with tracking number: XXXXXXXXXXXXXXXXXXXXXX Tracing this number shows that the package was delivered 3/30/16.
Very Truly Yours,
Richard Owen Nursery
Customer Service
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2016/05/10) */
Thank you for working this on my behalf and I apologize for not responding to you sooner because I was out of the State and did not have access to any of my email servers. However
I read the response from the nursery and it is unacceptable because:
1. I did not communicate with them via [redacted]@hotmail.com but via [redacted]@bellsouth.net
2. I have never received the shipment of Eucalyptus Cider Gum which they said was shipped and received on 3/30/2016 and besides when I spoke with a female named TIA on 4/7/2016 she told me I should be receiving it by Friday (4/8) or no later than Monday 4/11) and up to the time I contacted you I had not received the item. I trust you [redacted] continue to monitor this for me.
Thanks,
[redacted]
Final Business Response /* (4000, 20, 2016/05/26) */
Dear Mrs. [redacted]:
Thank you for your recent letter concerning an order you sent to us. You state you have not received the shipment.
We are very sorry that you have been inconvenienced in any way. We have checked our files and find that we received your order on 1/28/16. We have also checked with our shipping room and find that package 2 of your order was shipped 3/25/16.
We generally allow 2-weeks for delivery on a package. A trace on your package shows it was in fact delivered on 3/30/16.
Since you state you have not received your package we are scheduling a duplicate shipment, which will be shipped at the proper planting time. We would also like to point out that we have no record of receiving emails from the [redacted]@bellsouth.net email address provided.
We hope the duplicate shipment and our sincere apologies [redacted] compensate for any inconvenience you have been caused.
Very Truly Yours,
Richard Owen Nursery
Customer Service
[redacted]
Final Consumer Response /* (4200, 22, 2016/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate what [redacted] is in the process of doing because this is the proper thing to do because I cannot think of any reason for me to report not receiving the remainder of my order when I actually received it. But again I say I did not receive it and sending me a double order is not comforting. I am requesting the balance of partial order 1of2 which is Item# 3231 Eucalyptus, Cider Gum (1)@$3.99. And this is all I am asking. No more.
Dear Ms. [redacted]:We are in receipt of correspondence regarding the order you placed with us 6/16/17 for $95.03. Tracking of the order shows that it was delivered 6/24/17.We received and processed a replacement request for items from your 2016 order on 7/21/17 (value $50.52) along with a merchandise...
credit certificate of $2.00 for an additional item. However, the replacement was cancelled because we received a chargeback for the $95.03 order. At this time, we have not received back any of those items or been paid for that order. Therefore, you owe $51.99 for the difference (95.03 - 52.52 credit = 51.99).Very Truly Yours,Farmer Seed Nursery[redacted]Customer Service
Initial Business Response /* (1000, 5, 2015/06/09) */
We have received your inquiry regarding your order with us. Upon checking our files, we found that we received a replacement request from you on 5/21/15 for 1 Wildberry Coneflower.
After checking with our shipping area, we found that the...
replacement order has been shipped and you should be receiving it soon.
Thank you for your interest in our merchandise and we shall look forward to Serving you again soon.
Very truly yours,
RICHARD OWEN NURSERY
6 Finance Dr. Bloomington, Illinois 61704 o (309) 6639553
Initial Consumer Rebuttal /* (2000, 7, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
You've got clout. They responded in one week, received coneflower in two weeks along with a letter from the company.
Thank You,
C. [redacted]
Initial Business Response /* (1000, 5, 2015/06/10) */
We have received your inquiry regarding an order you placed with us. You state that you have not yet received your order.
We regret that you have been inconvenienced in any way. However, we have checked with our shipping room and find that your...
order has been shipped. It should reach you in the very near future, if it has not already done so.
Thank you for your interest in our merchandise and we shall look forward to serving you again soon.
Very truly yours,
Richard Owen Nursery
Initial Business Response /* (1000, 5, 2015/05/12) */
We have received your inquiry regarding an order you placed with us. You state that you have not yet received your order.
We regret that you have been inconvenienced in any way. However, we have checked with our shipping room and find that your...
order has been shipped. It should reach you in the very near future, if it has not already done so.
Thank you for your interest in our merchandise and we shall look forward to serving you again soon.
Very Truly Yours,
Richard Owen Nursery
Initial Consumer Rebuttal /* (2000, 7, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am rejecting this response because:
Both nurseries sent me back the original shipping labels they asked for with a letter asking which plants had died.I specifically stated the day lilies were not the ones pictured in their catalog.The plants were notWhat I ordered. I am sick of dealing with these people.I understand all the negative reviews and wish I had checked that out before I ordered.I did send the picture from my I pad. They would not accept.
Dear Ms. [redacted]:We are in receipt of recent correspondence regarding your 1/19/17 order. We had understood your 6/4/17 email to say that you had pictures showing the bloom of what should have been the 'Get Jiggy Daylily, and therefore were simply asking that you send the picture along with the original shipping label to us so that we could look into it further.We have received a letter stating that you have previously returned the original shipping label as required by our guarantee, and will therefore await it's arrival.Very Truly Yours,Exciting Gardens[redacted]Customer Service
Dear Mrs. [redacted]:We are in receipt of recent correspondence regarding the order you placed with us 7/18/16 for $207.94, which included Yellow Clematis. Please note, our guarantee is as follows:If any item you purchased from us does not live, for a FREE REPLACEMENT just RETURN THE ORIGINAL SHIPPING...
LABEL along with your written request within 1 year of receipt... Replacement guarantee is REFUND of the purchase price, RETURN THE ITEM AND THE ORIGINAL SHIPPING LABEL, with correct postage affixed, with 14 days of receipt.We received a replacement request 5/1/17 which shipped 5/25/17. A second replacement was requested 6/19/17 which shipped 6/22/17. A third replacement was requested 7/13/17 which shipped 7/20/17. Although we are only obligated to replace once, we have replaced the Yellow Clematis 3 items.While the Yellow Clematis are shipped potted. they are also dormant when shipped and therefore wold not arrive with growth/leaves/etc. and would require time in the ground with proper care in order to start sowing signs of life and to come out of dormancy. This process can take up to 6 weeks. It does not appear that you have given any of the replacements the proper care and time to develop.Very Truly Yours,Exciting Gardens[redacted]Customer Service
Initial Business Response /* (1000, 5, 2015/05/27) */
Dear Mr. Ferks,
We have received your inquiry regarding an order you placed with us.
Package 1 of your order was cancelled, per your email request, and a credit to your charge card was issued on 5/18/15 For $109.71 (the value of package...
1).
Package 2 was shipped on 5/9/15 and it should reach you in the very near future , if it has not already done so.
Thank you for your interest in our merchandise and we shall look forward to serving you again soon.
Very truly yours,
Richard Owen Nursery
Initial Business Response /* (1000, 6, 2015/06/29) */
As stated in our catalogs and on our website, our cancellation policy is: "We can only gauarantee cancellation of an order if it is requested the same day the order is placed. All other cancellation requests must came to us in writing. Once we...
have begun shipping for the Season, it is difficult to cancel an order."
Once we have received on order for merchandise, we immediately mke arrangements for preparation and shipment. Each order is individually evaluated and nursery stok 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 binding agreement between us. It is next to impossible to reverse the procedure once it has begun.
Based upon the obove 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.
However, if you no longer desire the merchandise, you may return if per the terms of our warranty, along with the original shipping label, for a refund.
Very truly yours,
RICHARD OWEN NURSERY
Initial Consumer Rebuttal /* (3000, 8, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think since it took almost 2 months to get my order, they should have allowed me to cancel the order. They didn't ship the order until I told them I was contacting my credit card and disputing the charges. The items have been returned but I have not received my credit. I have sent them an email checking the status of my credit but I have not received a response.
Final Business Response /* (4000, 13, 2015/07/27) */
/Dear Sir or Madam:
Thank you for your inquiry concerning a complaint from one of our customers, [redacted] of Owensboro, KY. Please note that a credit to Mrs. [redacted]'s credit card was issued for the returned items in the amount of $26.45 on 7/9/15. The difference is the non-refundable shipping and processing charge. Thank you again for your inquiry and we hope our method of handing this matter satisfactory.
Very truly yours,
Richard Owen Nursery