Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ We offer free shipping on some products and also offer free shipping on other products when the order reaches a certain dollar amountThe product in question purchased by the customer was a product that ships free when the order reaches $ The products ordered totaled $which did not qualify this product for free shipping There was absolutely no claim made on free shippingThe customer did not reach the order threshold for free shipping and therefore did not get free shipping on that product In regards to not being able to speak with an owner, we are a large company and have managers in place to speak with customersThis is not unusual for a large companyWe do not condone rude behavior to customers and if this were the case, the manager was spoken to We have been informed by associates in our industry of this customer and the fact that the customer is very difficult to work with Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) First things first Monster Garden's response is not well received as it is not factually correctAlso in their response they have managed to turn a simple customer service complaint into an actionable cause for a libel suitWhy are they doing this? It feels like we've caught them doing something illegal and they are trying to deflect the consequences of their actions by making up stories about a customer they don't know from *** In their response they write: "We have been informed by associates in our industry of this customer and the fact that the customer is very difficult to work with." This is untrue and ridiculous! Monster Gardens needs to immediately either (a) withdraw this statement completely or (b) provide verifiable evidenceIn short, back it up or move it outCharacter assaults will not be tolerated and make Monster Gardens simply look like a monster After filing our complaint we received several calls from XXX-XXX-XXXX with from a gentleman who stated he was the owner of Manna Nutrients, the company who made the product in questionHe stated to us that (a) Monster Gardens was not authorized to sell their products on Amazon, that the product only came in one size and that Monster Gardens should not be selling something that does not exist, and that (c) he was personally appalled at the conduct of Monster Gardens' employee in regards to our order and subsequent phone conversationsHe promised to fix it all So what is going on here? The manufacturer is telling us Monster Gardens is in error Monster Gardens provided a "document" with their response that appears to be a shot of a web pageIt is irrelevant Monster Gardens says that their rude employee has been disciplined, if there employee was in fact rudeThey could not be more evasiveTheir employee was extremely rude & it would be good in such a "large company" if they could simply apologize for bad behavior and move on instead of sending such a squishy response about what they may or may not have done Monster Gardens claims customer satisfaction is a priority et ceterae ad nauseam but they apparently do not accept returns unless they can sell it to someone else or if it is "warrantable," a term they use without providing any explanation of what that means to themWhile they are claiming their website is clear about things it is not they might want to make this clear as right now they are looking at chargebacks if they don't get it together The product in question differed from the last one sent under the same label and does not work We are waiting on a refund of part of this order that Monster Gardens claimed they shipped and was lost by UPSSo far no word from Monster Gardens despite having been contacted by UPS about this over a week ago This is basically a simple customer service issue and a refund issue but if Monster Gardens stupidly insists on making a lawsuit out of it all we will proceed accordingly Original Complaint is amended to include: Demand for full refund of allegedly shipped and lost order Final Consumer Response / [redacted] (3000, 13, 2015/12/23) */ ***Document Attached [redacted] Greetings, Since we have not heard from Monster GardensWe demand ALL of our money spent at monster GardensWe have found that Monster Gardens is adding a 35% up-charge on top the retail markupThis is criminal and you ALL KNOW IT MY COMPANIES OFFICERS DEMAND ALL THE MONEY we SPENT AT MONSTER GARDENS IN HOURS IN THE FORM OF A CASHIERS CHECK SENT TO THE CADY LN ADDRESSYOU RIPPED US OFF AND YOU CONTINUE TO BAD MOUTH ME If this is not completed buy the time specified we will file suit a civil suit in CA for the max of $ In closing, All this information will become publicYou better watch your mouthI am not one to be toiled with especially when I am getting screwed and in defamation of character by your employees Regards, /s/ [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ We offer free shipping on some products and also offer free shipping on other products when the order reaches a certain dollar amountThe product in question purchased by the customer was a product that ships free when the order reaches $ The products ordered totaled $which did not qualify this product for free shipping There was absolutely no claim made on free shippingThe customer did not reach the order threshold for free shipping and therefore did not get free shipping on that product In regards to not being able to speak with an owner, we are a large company and have managers in place to speak with customersThis is not unusual for a large companyWe do not condone rude behavior to customers and if this were the case, the manager was spoken to We have been informed by associates in our industry of this customer and the fact that the customer is very difficult to work with Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) First things first Monster Garden's response is not well received as it is not factually correctAlso in their response they have managed to turn a simple customer service complaint into an actionable cause for a libel suitWhy are they doing this? It feels like we've caught them doing something illegal and they are trying to deflect the consequences of their actions by making up stories about a customer they don't know from *** In their response they write: "We have been informed by associates in our industry of this customer and the fact that the customer is very difficult to work with." This is untrue and ridiculous! Monster Gardens needs to immediately either (a) withdraw this statement completely or (b) provide verifiable evidenceIn short, back it up or move it outCharacter assaults will not be tolerated and make Monster Gardens simply look like a monster After filing our complaint we received several calls from XXX-XXX-XXXX with from a gentleman who stated he was the owner of Manna Nutrients, the company who made the product in questionHe stated to us that (a) Monster Gardens was not authorized to sell their products on Amazon, that the product only came in one size and that Monster Gardens should not be selling something that does not exist, and that (c) he was personally appalled at the conduct of Monster Gardens' employee in regards to our order and subsequent phone conversationsHe promised to fix it all So what is going on here? The manufacturer is telling us Monster Gardens is in error Monster Gardens provided a "document" with their response that appears to be a shot of a web pageIt is irrelevant Monster Gardens says that their rude employee has been disciplined, if there employee was in fact rudeThey could not be more evasiveTheir employee was extremely rude & it would be good in such a "large company" if they could simply apologize for bad behavior and move on instead of sending such a squishy response about what they may or may not have done Monster Gardens claims customer satisfaction is a priority et ceterae ad nauseam but they apparently do not accept returns unless they can sell it to someone else or if it is "warrantable," a term they use without providing any explanation of what that means to themWhile they are claiming their website is clear about things it is not they might want to make this clear as right now they are looking at chargebacks if they don't get it together The product in question differed from the last one sent under the same label and does not work We are waiting on a refund of part of this order that Monster Gardens claimed they shipped and was lost by UPSSo far no word from Monster Gardens despite having been contacted by UPS about this over a week ago This is basically a simple customer service issue and a refund issue but if Monster Gardens stupidly insists on making a lawsuit out of it all we will proceed accordingly Original Complaint is amended to include: Demand for full refund of allegedly shipped and lost order Final Consumer Response / [redacted] (3000, 13, 2015/12/23) */ ***Document Attached [redacted] Greetings, Since we have not heard from Monster GardensWe demand ALL of our money spent at monster GardensWe have found that Monster Gardens is adding a 35% up-charge on top the retail markupThis is criminal and you ALL KNOW IT MY COMPANIES OFFICERS DEMAND ALL THE MONEY we SPENT AT MONSTER GARDENS IN HOURS IN THE FORM OF A CASHIERS CHECK SENT TO THE CADY LN ADDRESSYOU RIPPED US OFF AND YOU CONTINUE TO BAD MOUTH ME If this is not completed buy the time specified we will file suit a civil suit in CA for the max of $ In closing, All this information will become publicYou better watch your mouthI am not one to be toiled with especially when I am getting screwed and in defamation of character by your employees Regards, /s/ [redacted]