Transcript of letter sent to them below with comments afterwards:
Gabriel Espinosa
98 Coopers Corners Road
Monticello, NY 12701
845-810-0403
June 3
Ms. Grace Avery
House of Wesley
1704 Morrissey Drive
Bloomington, IL 61704
Dear Ms. Avery:
I placed an order on April 8th for items totaling $113.44. Your website states that processing time averages around two weeks. This indicates to me, the consumer, as well as to any other logical human being on the face of the earth, that after two weeks I should expect my order to ship to me within a reasonable 2-5 days maximum. At two and one half weeks I placed a call to find out the status of my order. The young lady indicated to me that it should be coming soon. At about this time a package came from House of Wesley with my dwarf citrus trees. I placed a call to find out the status of my order at three and one half weeks. The young lady indicated that it was processing and everything seemed alright; that there were no delays and that it should be coming soon. I placed a call to find out the status of my order at four and one half weeks and was told that the reason I had not received my order was that you had run out of Pep-Start Pills. She could not answer me when I asked her why I was not told this during my prior calls nor did she have an adequate response when I asked why I was being strung along for this long period of time. Not very good customer service AT ALL! She could not even assure me that the order would be sent out to me that week, now that the Pep-Start Pills were supposedly in stock. I asked to speak to a supervisor and I was told that the supervisor would tell me the same thing. All the customer service personnel I spoke to indicated to me that there was no communication between customer service and shipping. Pardon my saying so, but that is a very stupid manner in which to run a customer oriented business. What use is customer service if they have no truthful information to give irate customers who call over and over and over again?
The young lady at this final call tried to reassure me that now that the Pep-Start Pills were in stick, I should be receiving my order within days. I was reassured enough that I STUPIDLY placed another order totaling 176.70 on May 13th.
I placed another call the following Wednesday to find out where my order was and was told that it had shipped out on Monday the 16th. I received said order on Friday the 20th of May, exactly six weeks after placing my first ill-fated order. I opened the package on Saturday, yesterday, and much to my dismay, revulsion and anger I found that the order was incomplete! It was missing my Pampas Grass Collection (item #5603), my Perennial Bargain (item #3704), my Blue Moon Rose (item #5343), and my confounded Pep-Start Pills (item #8596). And if I was eligible for any of your supposed free gifts, only God knows where they are!
You can imagine my anger and frustration as I dialed the phone to your company yesterday to rather loudly voice my complaint! To be quite frank with you, dealing with the House of Wesley has turned into more of a travesty that dealing with Henry Fields, your competitor! At least their customer service personnel were able to give me real answers. The young lady I spoke with was very sympathetic and made an honest attempt to explain the situation as she saw it; that I had called during a very busy time, not that that is an excuse which I find in any way acceptable. Had I been told that there was to be such a huge delay in service and spotty service as it has been, I would have cancelled the order in it's entirety saving me the hassle of having to wait and your customer service personnel the stress of having to deal with an irate customer.
Ms. Avery, I want to know why I have been treated in such a grievous manner. It is not as if I am spending ten or twenty dollars. No, in total, I am spending $290.14 the cost of the stamp on the envelope this scathing correspondence has arrived to you in. Enclosed with this letter is the shipping tag which was on the package and which the customer service person I spoke with last insisted I must mail to you. I could not fax it to you; no, I had to go through the trouble of writing an explanatory document and mailing it as well as the shipping tag to you at my expense to pay for your errors!
Because of my completely negative experience with your company so far, I cannot trust that the shipping tag will make it to its appropriate destination and that I will get my items, therefore I have addressed you and ask you to correct this problem for me. Apparently you are a departmental manager of some sort and the correct person to address my grievance to. Ms. Avery, I do not expect and cannot tolerate another 6 week wait for my items. I expect that you will do what you must to accelerate the delivery of these items which you have already charged my credit card for and have neglected to send to me.
As for the order I placed on the 13th of May, I fear that this order is doomed to suffer the same lack of promptness and reliability on the part of House of Wesley unless you take a direct part in making sure that I receive it in a timely fashion. For your information the order number on my second order is 31567738.
I look forward to your response. If you'd like to respond in a quicker fashion, which I would appreciate indeed, please do not hesitate to call me at 845-810-0403 or email me at [email protected].
Sincerely,
Gabriel Espinosa
One Very Unhappy Customer
After writing this letter, I have spent several hours trying to get some kind of answer but they lie to me and they string me along. The phone number of the owner, Richard (thief) Owen is:
1-309-663-1800
They will tell you that he is not available when he is right there in the room. They are thieves and liars.
Be sure to file reports with the:
1. FBI internet fraud: [[email protected]. Gov]
2. USPS mail order fraud: [[email protected]]
3. Illinois fraud department: [[email protected]. State. Il.Us]
4. Illinois Better Business Bureau:[[email protected]. BBB.org]
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