Where to start? I ordered 4 dogwoods, 1 hybrid poplar tree and was promised a free crepe mrytle. I did my order in April and waited for my trees to arrive. The first and would prove later the ONLY tree to arrive was the poplar tree. I planted it and it looked good so I was hopeful that the rest would soon arrive. I waited. And waited, and waited some more. Nothing.
I emailed the company. It says on the web site you can email so... I did that. It's an interent company RIGHT? They should be able to answer a SIMPLE Email right?
I never got a reply back so I waited. And I waited and I waited. No trees, no email. SO, I emailed again.
Now, mind you, each time I emailed I never said anything mean or nasty. I just explained my order and that I hadn't gotten it and was wondering when I should expect it to arrive. They never responded to my emails so I figured the next step should be to call.
They don't have an 800 # so it's long distance. Very well. I called the number listed on the site and a I reached a Security Guard. I called on a Saturday. Apparently this is a bad day to call? Even though it says on the site they are open, they aren't "really" open. Something to do with shipping times. No idea.
The security guard said to call back during the week. Very well. I waited... For the week.
I called back. Tuesday. I reached a girl that said that in order to receive the refund which I was now wanting to get, I'd have to speak to a manager. Hmmm. Alright.
"When can I speak to a Manager?"
"She's not going to be back till after noon."
"Okay... So in like forty five minutes? It's 11:15 here for me.."
"No, more like an Hour and 45 minutes. We're behind your time.."
"Oh, Okay. I'll call back then"
I hung up. I waited... Did a few chores. Then I called back.
I got that girl again. She put me on Hold. I waited... I was transferred to an older sounding lady. I figured this was the manager. I guess she wasn't because she was clueless.
She asked for my order number. I gave it to her. She put me on Hold. She came back.
She said "They can ship them to you in the fall cause we're not shipping any plants now."
I explained I really wasn't interested in receiving any plants in the spring but I rather just get a refund.
*If a company is legit... Where's the problem with a refund? *
This apparently was something major, like my $20.00 order was going to break the company's bank because she put me on hold AGAIN.
I waited. A man came on the line. I could sense already the instant attitude from him.
"Ma'am. Can I help you?"
"Yes. I made an order that I didn't receive and I'd like a refund."
"Ma'am we can ship you your plants in the fall."
"I rather not receive a shipment in the fall. I rather just get my money back."
"Ma'am why did you wait so long to call us?"
"Excuse me?"
"You made an order in April. We ship 100,000 plants..." He then proceeded to tell me about their huge overload of shipments... Etc.
I explained again what I had received, the one hybrid poplar but not the dogwoods. His response?
"How do I know you didn't get your order?
"Excuse me...?"
"How do I know you didn't get your order? Anyone could call up and say that they didn't receive their order?"
What is this guy saying? I'm a liar? That I dont have ANYTHING better to do with my time than to try to spend it online or on the PHONE with a flower company trying to swindle 20 dollars out of them??? This is riduclous.
At this point, I'd had it. They could keep the plants, the $20.00. Whatever.
"Why don't you just keep my money then. I don't have time for this.." I said.
"Ma'am... We don't want to keep your money. You're saying you didn't get the plants. We're not Jesus Christ up here.."
This floored me.
"What?"
"We're not Jesus Christ here... We're not the apostles.."
I have NEVER in my ENTIRE life ever heard a customer service manager / representative act in such a way on the telephone or in person.
I asked him not to use the Lord's name like that.
He said. "Please. I don't even think I believe in that hootany"
I told him, because I am Christian, I would pray for him. He of course, as people of his mindset react, said for me to pray for myself.
I'm still stunned that I called about my shipment that I never received and... I get my religious beliefs insulted. Amazing.
I told him his customer service dept was pathetic and if they couldn't handle the load of shipments they had maybe they should hire more people.
He told me if I was that desperate for $20.00 that he'd give me my refund even though it was 'against company policy', which I doubt. He then said... And I quote
"Can you do me a favor? Can you NEVER order from us again.."
My response?"Gladly."
The end.
Word to the wise.
Save your money. Go to some local grower. Don't order off the internet for plants and CERTAINLY don't order from Autumn Ridge Nursery.
Thanks for reading.
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