The Growers Exchange

Review: Sometime in late April I ordered a number (about ten) live plants to be delivered. The package never came. I contacted the company who claims that the package was delivered. It was not. They have refused to resend the plants or to refund my money. They keep insisting that the have to find out what happened to the package. We have gone back and forth by email. Now they are saying they have to send an agent from [redacted] to find out what happened to the package. It was shipped early in May, they claim. I fail to see how finding a package has become the issue. My husband and I are both retired and are home most of the time. We have not been out of town since late February. We have a covered porch and live in a very safe area. If we had gotten a large package, we would have seen it. We asked our post man if he had seen a package and he had not.Desired Settlement: Refund all of my money and apologize for implying that I am lying.

Business

Response:

Hello:The Customer Service Department escalated your issue to my desk, and I have tried repeatedly tocall you on the number listed under your account: [redacted]. I was unable to get through. Youare welcome to contact me at [redacted]My name is [redacted]. I have reviewed your order, as well as the tracking information. I havecontacted my [redacted] representative, who is contacting the driver responsible for delivering to yourarea. They can send a representative to investigate the issue.Please understand that, at this point, we must follow protocol. You ordered from us, we fulfilled thepackage and shipped via [redacted] and the 'Proof of Delivery' is our means of knowing that the packagedelivered. We will do what we can to follow through on this.I can understand that you are disappointed that the package has not delivered, but at the same time,I am a bit unclear as to how an attorney would help. As he may advise (I was in law in another life!)that we have fulfilled our contractual obligation to you. However, again, we are willing to do morethan that to get to the bottom of this.I look forward to working on a resolution.Regards,[redacted]

Business

Response:

Hello:The Customer Service Department escalated your issue to my desk, and I have tried repeatedly tocall you on the number listed under your account: [redacted]. I was unable to get through. Youare welcome to contact me at [redacted]My name is [redacted]. I have reviewed your order, as well as the tracking information. I havecontacted my [redacted] representative, who is contacting the driver responsible for delivering to yourarea. They can send a representative to investigate the issue.Please understand that, at this point, we must follow protocol. You ordered from us, we fulfilled thepackage and shipped via [redacted] and the 'Proof of Delivery' is our means of knowing that the packagedelivered. We will do what we can to follow through on this.I can understand that you are disappointed that the package has not delivered, but at the same time,I am a bit unclear as to how an attorney would help. As he may advise (I was in law in another life!)that we have fulfilled our contractual obligation to you. However, again, we are willing to do morethan that to get to the bottom of this.I look forward to working on a resolution.Regards,[redacted]

Consumer

Response:

My money was returned finally. However, I never got an apology for their implying that we were lying about the package being delivered. In the end, they were wrong, but they never admitted it, and they began communicating with my husband instead of me with no explanation. I will never deal with this company again, and am still awaiting an apology when it was THEIR mistake.

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Consumer

Response:

My money was returned finally. However, I never got an apology for their implying that we were lying about the package being delivered. In the end, they were wrong, but they never admitted it, and they began communicating with my husband instead of me with no explanation. I will never deal with this company again, and am still awaiting an apology when it was THEIR mistake.

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

I had a bad experience with them. I ordered 8 plants 4 were dead on arrival. on three of them there was no leaves at all. My mistake was not to contact them right away to tell them this. I waited hoping I could revive them. They were dead. I gave it a month and figured if I wanted to order anything else, I should tell them even though time went by. So I did and I thought just maybe they would offer me 20% off on my next order as I lost $12 in the order but they said maybe if I would have told them right away they would have done something. The best they could do is 10% off which is really not doing anything special because they offer this to everyone. I bought from them twice, the first time nothing went wrong, the second, I lost $12. I feel they should have offered me something as I was telling the truth they were dead on arrival and I lost money by buying from them. I was really looking forward to growing those plants. It was just a very disappointing experience. I don;t feel they are all bad, they have nice products but they should have handled this better.

I order limon verbena from them in summer of 2015, they waited until October to send it to me. According to them that the right time for my zoning in California, it was the wrong time, I plant them and the froste came and some died and other they are in poor shape until now. Please check your decision about the zoning, because for me it was really wrong.
Thank you

I had a poor experience with this company. After the wrong plants were shipped in an order that also contained several plants in poor shape, they replaced the wrong plants with another set of wrong plants and then claimed, unapologetically, that I had ordered the wrong plants... basically saying tough luck. I would never do business with this company again.