The following is a letter that I sent to 4seasongreenhouse.com regarding a greenhouse that I ordered through them on-line. At the end of the letter are follow-up notes regarding contacts with the company and actions taken todate:
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11 June
TO:
Theresa Saldivia, James Glasgow
4seasonsgreenhouse.com
I am writing to register my displeasure with your company, and to demand action on order # 11211.
I originally placed my order with your company because you clearly state on your website that orders ship within 3 days, it has now been 21 days.
I am displeased with your company for the following:
1) I placed my order with you on May 22nd – my order sat idle until May 29th (7 days) until I wrote you an email checking on the status, when you then charged my banking account.
2) On May 29th, we received a e-mail from James Glasgow stating that he would check on the order and e-mail us the results later that day. No email was received.
3) On June 3rd, I emailed James Glasgow asking for the status of my order. He has failed to respond to that email.
4) On June 5th, I called and spoke with Theresa Saldivia asking for the status of the order. I was told it takes 5 – 7 business days for the orders to be processed. I was told she was going to look into the status and email me the results.
5) On June 7th, (7 business days since the order was placed) I called Theresa Saldivia and left a phone message (I was unable to get through) asking once again for the status. I received an email from her stating that the greenhouse would be shipped the week of June 10th, and she would do a follow up on Monday, June 7th, and email me the results. As of June 8th, no emails have been received, and a check of my account on June 11th, with your firm, shows that my order is still “processing”.
I have been more that patient with your company and demand that one of the following actions be completed NO LATER THAN close of business, Friday, June 14:
1 – The greenhouse be shipped, with conformation from your shipper that it is in fact in transit along with providing a tracking number.
2 – If the greenhouse cannot be shipped by close of business Friday, my order with your company be cancelled and a FULL REFUND in the amount of $682.50 be credited by to my banking account. As I work retail, I know how long it takes to issue a refund (minutes).
A copy of this email is being sent to our attorney at Legal Shield.
Respectfully,
David P. Baker
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notes:
6-12-13: Complaint filed with BBB of Texas. Complaint # 9579526. As of 3:30PM (Pacific) no e-mail from 4seasongreenhouse.com (Backyard HQ). Check of their website shows that my order is still “processing”.
6-13-13: Sent 2 e-mails requesting status of order (@ 08:00 Pacific). As of 1:00PM (Pacific), no e-mails from 4seasongreenhouse.com (Backyard HAQ). A check of their website shows that my order is still in the “processing” mode. As of 9:50pm (Pacific), no e-mails from 4seasongreenhouse.com and web site still shows order as “processing”.
6-14-13: E-mails (one each to Theresa, Sales, Glasgow) sent requesting status of order and restating the need to ship greenhouse by end of today or issue a refund by end of today (@ 06:43 Pacific). Called and spoke with Theresa Saldivia @ 07:45 (Pacific). She said that she received the e-mails and has forwarded them on the warehouse and company offices. I once again explained that I will need a refund NLT Monday morning if the greenhouse is not shipped today. She said “sorry – she’s doing the best she can”. She had no status update for me. Complaint filed with Attorney General of Texas. Contacted Legal Shield - stated they would send a letter to 4seasongreenhouse.com.
6-17; 6-18; 6-19; 6-20; 6-21-13: A check of banking account showed that refund “HAS NOT” been credited. Status of order showed that is still “processing”.
6-19-13: Rec’d e-mail from Legal Shield with proposed letter. Ok’d letter to be sent.
6-20-13: Rec’d our copy of the letter being sent.
6-24; 6-25; 6-26; 6-27; 6-28-13: A check of banking account showed that refund “HAS NOT” been credited. Status of order showed that is still “processing”.
7-1; 7-2; 7-3-13: A check of banking account showed that refund “HAS NOT” been credited. Status of order showed that is still “processing”.
7-1-13: Ltr sent to Legal Shield updating them on the status.
7-2-13: Wrote letter to KMOL TV of San Antonio, TX asking for assistance in obtaining refund.
7-3-13: Attempted to call company. No answer. Unable to leave message as “Mail Box is Full”. Wrote e-mail demanding action on this order and to issue a refund ASAP. 2nd complaint filed with the Attorney General of Texas.
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