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Edmunds has changed more than hands it hasalso changed ethics.I ordered many roses from Edmunds as I have done in previous years.This year the roses were partially dry.I ordered 4 36" tree roses.They sent 3 36" and 1 20" rose.That woulk be a strange lineup.I called Ednunds and they were not too receptive to my situation,after all I did recieve 4 roses.They offered a discount on the short one.I said no.They advertised 36"rose trees and I ordered 4 of them.They dont sell shorter (exce[t miniatures).They asked me what I would do with the short one and I said I would find a place to plant it or else they could have it back. They acted as if it were my fault they recieved only 20" trees of that certain name.But they still proceeded to sell them as 36" trees althought they knew they were not.They also did not contact me when filling the order.So they said they would send a replacement but they would not guarantee it except aht it would arrive alive.Their regular guarantee would not hold.This is lousy customer service and although I have bought from them for more than16 years I will not buy from them again.I warn anyone beware Edmunds.They have changed. I will contact the Better Business Bureau and file a complaint.
On May 5th, 2007, sacerdos1 added the following:
I received a response from Jung company which was an insult.Very nicely they stated that I would be dropped from their mailing list because I was not happy with my order because one rose tree was 8" shorter than the others.They should have said "8" shorter than whatr was stated in the catalogue.Their guarantee states "We will guarantee all plants to be true to variety".Does that cover sending a tree rose 8" shorter than the other three and which was advertised as 36"? They are blind that they are in error.They admit that all the roses which are Chihuly came in 24",but they never notified me of the fact and asked whether I still wanted it .They just sent it and when I objected that it was not what I ordered all they would do was give a reduction on the rose which I could not use anyways.They were more concerned about what I would do with the rose tree than about what they should do to remedy THEIR mistake. Why would a person order 4 36"rose trees and not be upset when one of them was 28".Edmunds does not sell that size so why would I want it.The final straw is still their refusal to place their guarantee on a new rose because they consider it a replacement rose.In short they did not deliver what I ordered.This is dishonesty and I now appreciate what people have to put up with when dealing with unethical business people.I am a pastor of a large Catholic parish in McLean Virginia,asuburb of Washington D.C. and have two rose gardens.Many peopel of all faiths visit these gardens and one qiestion they all ask "where do you obtain your roses?"I will certainly tell them as a voice of one crying in the desert"Anywhere but Edmundsfor if they deal with the church this way how worse will they treat you?"On June 2nd, 2007, sacerdos1 added the following:
Ruth has a selective memory.They did offer me a replacemnt rose but they added that the guarantee would not cover it.My point is that they sold me a rose knowing that it was not the rose I wanted.My position is they should have told me that the rose I ordered was not available or admit their mistake and send another rose with the same guarantee.The contradicted wat was written in their catalogue and website.I am pursuing it with the company and the state only because a parishioner who is a lawyer said they are in violation of their own policy.Edmunds is dishonest.On May 2, 2007, Edmunds' Roses responded with:
"
On May 7, 2007 9:33 AM, Edmunds' Roses added:
Interesting that a pastor would forget to mention that he was offered a second rose at no cost or a full refund in both contacts we have had with him. After reading my email to him, I admit I did come off as saracstic. I am sorry about that.
We have indeed removed his name from our mailing list. If anyone else would also like to, please contact me privately
Following an on-line order, an email advised me to expect further confirmation of variety availability within 15 days. I called yesterday (on day 17) and the person to whom I spoke (Joyce) seemed unclear about this issue. She promised that customer service would email assurance that the cultivar would be available for me (a verbal was not acceptable---I want some sort of trail). No email of yet.
If this is official company policy, she should be aware of it and eager to allay my concerns.
I will call again today. If I get the same bewildered treatment, I plan to cancel my order to avoid disappointment along with at least a month's worth of anxiety, waiting for my shipment.
On March 16th, 2007, macpams changed the rating from neutral to negative and added the following:
This is a section of the order confimation email which I received on 2-24:
"We will be sending you an acknowledgment by email
or mail from an associate of Edmunds' Roses within the next few days where we actually reserve your products from our inventory. Please compare that acknowledgement with this one to be sure your order is correct. If anything is sold out, it will be noted on your acknowledgement. If you do not receive an acknowledgement from an associate within 15 days, please
call our toll free number."
Still have not received their follow-up acknowledgement indicating the cultivar is in stock and reserved for delivery to me.
So they charge my credit card immediately but can't (or won't) confirm inventory per their stated policy. I'm feeling a little uneasy about this.
On April 15th, 2007, macpams added the following:
Firstly, I must clarify; Edmunds did not charge my credit card. Their initial order confirmation email appeared as though they had, but on later checking my statement I found they had not. I have wanted to clear this up as it was unfair to leave this impression and I aplogize.
Edmunds contacted me via "Dave's Garden" email after my posting. We did not communicate effectively; nor were my concerns resolved. Intuition told me that the rose cultivar which I had selected was not available and they didn't know how to handle the situation. I became very concerned when Customer Service reps failed to understand that I was seeking a confirmation of variety availability and was following the Company's own instructions when I did not receive one within 15 days. Obfuscation and excuses (Jung just took over the Company) make me queasy.
Thankfully, the order was cancelled. It was not a pleasant experience. Most companies have procedures in place to effectively communicate with their customers. Frankly, I never before encountered a policy which obliged the customer to follow-up and be responsible for verifying an order, nor a more disobliging Customer Service staff.
