Sunorganic Farm

Review: On 3/2/13, I placed an order for organic nuts with this company, paid for them by debit card, and received an email confirmation documenting purchase and my correct ship to/bill to address in Davie, Florida (pdf copy attached). On 3/13/13, I had not received my order and sent an email to the Sunorganic; I received a reply from [redacted] at Sunorganic, who sent me the UPS tracking number and wrote: I am sorry for the delay that looks like it was caused by our entering the wrong zipcode. It has been corrected in our system (pdf copy attached).On 3/27/13, I still had not received the order. I emailed [redacted] at Sunorganic who emailed me the UPS shipping/tracking data. According to the UPS record (pdf copy attached), the item had been delivered by UPS to the WRONG CITYLauderhill, Floridaand then was refused. So my purchase item was sent back to the Sunorganic in California.I telephoned [redacted] at Sunorganic. Despite the fact that [redacted] had admitted in his 3/13 email that Sunorganic had entered the wrong shipping zipcode; and despite the fact that UPS had shipped to the wrong city, [redacted] demanded that I pay for additional shipping charges. He then, absurdly, attempted to claim that the shipping problem was MY problem during the ordering process, because he couldnt document that all information was in both the shipping and billing data in his computer system. I pointed out that the shipping/billing address was correct on the confirmation he had sent me about the order. I emailed him the confirmation which showed the correct shipping/billing address on the confirmation. I then called [redacted] back and read to him WORD FOR WORD the confirmation of the correct shipping address sent to me from Sunorganic. Amazingly, and insufferably, [redacted] then claimed that that what I was reading, and that what I had sent him as proof, simply is not the case.At this point it was abundantly clear that Sunorganic was engaging in the most unscrupulous and/or dishonest business practices. I hung up the phone. I sent Sunorganic an email demanding a full refund.To date, I have received no refund. Sunorganicfarm has kept all of my money. They have also kept my purchased item, which was returned to Sunorganic by UPS, after Sunorganic provided incorrect shipping data.Desired Settlement: Refund sale amount: $49.57

Business

Response:

We have received your letter and attached information dated

04/2312013.

The customer has an extensive vocabulary of derogatory terms

having now referred to me as

'unscrupulous', 'dishonest', 'insufferable', 'inept',

'stupid' or having 'some other disorder'.

Unfortunately, it is the customer who is unable to grasp the

concept of a simple online name and

address form.

The shipping address entered for

this order (we found out later) is a US Post Office. According

to UPS, this building receives many packages every day and

those without a PO Box number listed

are returned - as happened in this case.

The customer sent to you a copy of

his email confirmation of this order including the Ship To

and Bill To fields. This is apparently what he was looking

at during our phone conversation. Referring

to the address line he was apparently under the impression

that the street address AND the PO Box

number were entered as the shipping address. This is not

true. When I pointed out that his name is

not raphael bennett rafaell bennett and his phone number is

not [redacted] -both

obvious combinations of the ship to and bill to fields- he

hung up.

Enclosed is a screen shot of the

Ship To / Bill To form at checkout on our web site. Obviously,

the PO Box number was entered as the Bill To address and the

street address was entered as the

Ship To address WITHOUT the addition of the PO Box number

necessary for delivery. Also enclosed

is a copy of the order as received by us showing the same.

As I told the customer, we are able

to offer credit but have now paid for this package to be sent

to Florida- and then back to us and will have to deduct that

cost from the credit due. The customer

ended all communication by hanging up on me and sending a

threatening email. SunOrganic Farm

prides itself on providing the best customer service and

bending over backwards to solve occasional

problems in the most fair way possible. We continue to offer

that in this case.

Sincerely,

[redacted] / SunOrganic Farm

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My email to Sunorganic farm was not a "threat." I indicated that if a full refund was not received, I would proceed accordingly. This, legally, is not a threat.

My comments concerning "stupidity" and "ineptitude" were not insults; they were contained in a sentence--the surrounding syntax of which specified that these were POSSIBLE disorders which would cause actions such as those I had received at the hands of sunorganic farm. I further specified that I did NOT know what disorder had caused sunorganic farm's deplorable customer service.

Notably, in its response to Revdex.com, Sunorganic farm fails to accept the onus of responsibility for the documented evidence that it entered the wrong zipcode, and that UPS delivered to the wrong city.

Moreover, in my first email to Sunorganic Farm about the lack of delivery, the company gave no indication that it had entered the wrong zipcode, and merely assured me that the package was on its way. If the company had been honest about its error, we could have reviewed the shipping info on record at that point. Such an intervention could then have been communicated to UPS to facilitate a successful delivery.

As I explained to [redacted] on the phone, in an attempt to school him about possible computer issues, reliance on a "screen shot" to avoid issuing a refund is not valid. Frequently, computer systems do not correctly populate all fields in form documents due to glitches and software issues.

I will further mention that in my first phone conversation with [redacted], his primary concern was by no means to serve his customers well. He first said "I'm out thirty bucks," and tried to claim that I didn't enter any P.O. box in my order at all. When I sent him proof that I DID enter the P.O. box, he refused to acknowledge this and persisted with his poor customer service.

Note that prior to my contact with Revdex.com, I received no further contact from sunorganic farm at all for MONTHS after I demanded a refund--it would seem that this lack of communication is evidence of sunorganic farm's apparent intention simply to keep all my money.

Regards,