Based on my experience with Ed Kasper's form of customer service, I can no longer spend my money at HappyHerbalist. Also, I can no longer recommend HappyHerbalist to any one else.
Here is the reason why:
I received an order from HappyHerbalist. The order was large so it was shipped in two boxes. The larger box made it to me without incident. However, the second box did not. The San Jose, CA USPS (post office) stamped the box "Received in Damaged Condition". The post office had to repackage the box in order to send it to me. Apparently, the cap on one the plastic bottles broke. The package contained Kombucha tea and the bottles were not separately wrapped in plastic. There was kombucha tea all over the other products and I had to wipe them down. The stench was unbearable. Fortunately, none of the other products in the box were affected.
My issue with Ed Kasper of HappyHerbalist is how he handled my complaint regarding the second box.
I went to the HappyHerbalist web-site and informed them of the broken bottle and the mess. I asked if they were going to replace the broken bottle.
Further below is the e-mail trail. I sensed some animosity with the first reply I received from Ed Kasper so I expressed my frustration back to him. The final e-mail I received from Ed Kasper demonstrated a gross lack of professionalism which is not to be expected from a customer service perspective.
Ed Kasper never acknowledged my question concerning possible replacement of the broken bottle.
"It is the highest form of self-respect to admit our errors and mistakes and make amends for them. To make a mistake is only an error in judgment, but to adhere to it when it is discovered shows infirmity of character."
Dale E. Turner
RE: Order Inquiry Email For Order: ""
From: Happy Herbalist (eddy AT happyherbalist.com)
Sent: Thu 5/15/08 7:19 PM
Reply-to: eddy AT happyherbalist.com
To: ""
Then complain to the post office who you said repackaged the order.
YOU SHOULD HAVE REFUSED the package as it was damaged!!!
Do not accept a package that has been damaged - duh.
WE SHIPPED WITH INSURANCE to insure that your packaged is delivered in a good condition or the insurance compensates us and we re-ship.
And NO, I do not expect you to have to clean up any mess, but jeeze do not accept a damaged package and then blame me - that is not how we shipped it!
Peace
Ed Kasper LAc. & family
Www.HappyHerbalist.com
417 Laurent St
Santa Cruz, CA 95060-3542
Toll free 1-888-425-8827
Local 831-425-8801
E-mail: eddy AT HappyHerbalist.com
Original Message
From: ""
Sent: Thursday, May 15 2:16 AM
To: eddy AT happyherbalist.com
Subject: RE: Order Inquiry Email For Order: ""
No you did not!
NONE of the plastic bottles were separately wrapped to protect against leakage.
I don't care what you paid for postage! I cleaned up the mess!
From: eddy AT happyherbalist.com
To: ""
CC: eddy AT HappyHerbalist.com
Subject: RE: Order Inquiry Email For Order: ""
Date: Wed, 14 May 10:57: 01 -0700
WE are sorry for your experience.
I do not believe we shipped in the shoe box but a larger box. Actual weight was 14 pounds. WE paid $29.85 for the postage you were charged only $12.55
It appears the post office damaged the package and attempted to pass it on to you. WE also paid for private insurance at our cost and if the post office had reported it as damaged then the insurance would have replaced it.
WE do wrap the bottles in a separate plastic bag to catch any such discharge from damaging other products.
We have contacted the private insurer and will let you know what their answer ASAP.
Item: ""
Print Date & Time: 05/06 1:58 PM
Ship Date: 05/06
Account: ""
Device ID: ""
Type: Stamp
Postage Amount: $ 29.85
Address: ""
Phone: ""
E-Mail: ""
Piece Count: ""
Postage Class: Priority Mail
Weight: 14 lbs
Declared Value: $ 218.00
Optional Services: Endicia Insured
Delivery Confirm: ""
Description: HappyHerbalist Tea and Glass Jars
Customs Decl. No.: ""
Peace
Ed Kasper LAc. & family
Www.HappyHerbalist.com
417 Laurent St
Santa Cruz, CA 95060-3542
Toll free 1-888-425-8827
Local 831-425-8801
E-mail: eddy AT HappyHerbalist.com
Original Message
From: ""
Sent: Wednesday, May 14 7:10 AM
To: eddy AT happyherbalist.com
Subject: Order Inquiry Email For Order: ""
"" is inquiring about their order. Their text is below.
The lid on one of the kombucha bottles broke. Are you going to send a replacement? The San Jose, CA USPS processing plant had to re-pack my order because the original shipping box was soaking wet. The box the San Jose office repacked my order in was stamped 02 May 08 as received in damaged condition. I am currently wiping down the other products and the smell is atrocious. The shoe-box sized box my order was originally packed in was way too small. Also, none of the kombucha bottles were individually bubble wrapped to protect them. I hope next time my order is packed better. I don't want to go through this mess again.
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