Dealing with a vendor about items damaged from cold

[SJF]

Originally Posted by Leafmite

Well, I agree you should be unhappy. I have gotten Hausermann's and Logees orders without a problem. If it is bitterly cold, they don't ship. When they do ship, the plants are really well wrapped with many layers of paper. Al, from Al's Orchid Greenhouse, is still holding an orchid for me (he is such a class act if you are looking for a great vendor).
I do order in the winter because I trust these three vendors to provide me with unfailingly good service. I have yet to be disappointed. (Plus, Logees sometimes sells out of items if I don't order early.)
I documented my experience here on the board with Hausermann's single error (in many, many orders). When they sent me cattleya dowiana instead of the schroederae that I'd been long wanting (I always opt 'no substitutions'), they checked out my order, asked a few questions, and sent out the schroederae immediately. There was no request to return the dowiana. I think this shows class.

---------- Post added at 03:33 PM ---------- Previous post was at 03:31 PM ----------

Again, sorry your vendor wasn't classy about this.

Thank you so much. Those three vendors are vendors I will now order from in the future.

Thanks again

P.S. Yes, I agree no class in the way their mistake was handled

[NYCorchidman]

A true color shows when there arise a problem(s).

By the way, if you're not comfortable posting the vendor info, then would you PM me the vendor name and two names of the owner (the good one and the not so good second responder) for my future reference? thanks in advance!

Yeah, the fact that some people sell tropical plants in the dead of winter unless they guaruntee absolute safety (which I know is difficult), is rather crazy if you think about it.

I still don't get why they want dead plants back when they are useless and they won't pay for the postage. It's not like they get any money with the dead plants. lol

[AnonYMouse]

Originally Posted by Ray

...because they were likely defective when shipped, so the vendor can probably get money back from the manufacturer or distributor.

If I screw up and a plant arrives in bad shape, I 1) refund the money, or replace it if possible, and 2) let the person keep the plant, giving them the option of rescuing or trashing it. It was my mistake, I'm not about to ask them to spend more money.

I still don't see a problem for the vendor to require the plant being sent back-for whatever reason, return shipping cost could be argued, though.

Ray, I don't think you/your policy are representative of the industry. Big vendors can afford to do the same, some small vendors choose to do the same.

If I take a chance with an unknown vendor, I accept I will possibly eat the cost of the transaction. I don't expect the vendor to know me from Adam, no matter how frequently I shop with them. When I can, I pay with Paypal so there are recourses I can take if dissatisfied.

Had a sucky morning so I'm probably more cynical than normal.

[SJF]

They just redeemed themselves!!!

E-mail I just recevied after sending them several this afternoon:

Hi Susan,
You're right that it isn't fair to penalize you for the past offenses of others and that is the downside of trying to enforce a general policy. Please do keep/dispose of the cold-damaged plants and we will send out new ones when the weather is better.

[NYCorchidman]

Oh, that is wonderful!
Good for you!

It was a smart move for them as well I think. well, at least for the long run. people talk and words spread you know?

No need to piss off customer over little stuff. It's not like we're dealing with emerald here afterall. lol

[SJF]

Originally Posted by NYCorchidman

Oh, that is wonderful!
Good for you!

It was a smart move for them as well I think. well, at least for the long run. people talk and words spread you know?

No need to piss off customer over little stuff. It's not like we're dealing with emerald here afterall. lol

I agree, thank you. Sent you a PM

[NYCorchidman]

got it, thank you tons!

[quiltergal]

Sometimes it pays to make a nuisance of yourself. I once bought a whiz bang iron at a quilt show for a lot of money. The stupid thing leaked from day one, and never got hot enough. After returning it for replacements 4 times (all were defective) I suggested that since I would be at the quilt show where I bought it in just a few weeks that I would bring iron #4 with me to discuss it's obvious engineering/design issues with the rep at the show. I was immediately offered a full refund. Previously they had stated they would only replace not refund. Sometimes you just need to get their attention.

[NYCorchidman]

Exactly!

If you don't voice yourself, things usually don't happen. although they are still some super honest people around. people also forget things, so it's always good to go extra mile. lol

and that's how business will learn. after all, they exist because there are customers.