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Maybe I just had high expectations for this company, after seeing all the good reviews here. But I had more trouble with this order than I should have.
First, I was never informed of the shipping charges. They were reasonable, but they were never disclosed, either during the online ordering process (which was a pain), or in the two confirmation emails I received afterward.
Second, the quality of the items received was less than I expected for the price. Better than what you'd find at a discount store, but I could save money by buying equivalent products at a local garden center.
Third, I ordered an "ergonomic" shovel that is actually more difficult to use and requires more bending (and therefore more back pain) than the $5 special I bought pre-rusted at Wal-Mart. It's very sturdy, but so useless for digging that I can't imagine using it for anything other than prying boulders, which they specifically tell you not to do. I'm going to attempt to return it.
On Feb 2, 2008, Zarebeth Circle Pines, MN (Zone 4b) wrote:
I used to love this company, and have placed many orders with them in the past - and I have always been happy with the quality - I have NO complaints about that.
However, the prices in the new catalog have gone up substantially. I had not received it yet and there was no expiration date on the catalog I did have. They did not offer to honor the older pricing, and instead sent me an extremely condescending email on how their costs have gone up so I was basically out of luck. This catalog evidently expired, without any notice, YESTERDAY. I'm sorry, but for 1 day any customer service person worth their salt would have at least offered a compromise.
I will not be ordering from this company again.
On February 23rd, 2008, Zarebeth added the following:
1. As far as I am concerned, a catalog has not expired until you receive a new one, or there is an expiration date on the one you have. It was the winter 2008 catalog. It is still winter, and there was no expiration date on it. I had not yet received the Spring 2008 catalog - it came a week after my experience.
2. The price on the item I wanted to order went up more than 25% from last year. What else do you know of has gone up that much besides gasoline? They have the right to raise their prices as much as they want, and I have the right to go elsewhere when they do - and I ended up doing just that.
3. Lee obviously doesn't care enough about my negative feedback to contact me and find out what the problem was. I tried very hard to give them a chance to work something out with me. But they weren't interested in even trying. I was planning on placing a substantial order, too, and told them so. I am in customer service, and the correct response is "You are a valued customer, what can we do to make this right?", not "I am sorry you feel that way, but we will be happy to remove you from our mailing list." I would have been happy to compromise.
After spending hundreds of dollars with them over the last several years, I would hope for more than just the brush off I got.
THAT is where my review is coming from. I repeat, I do not have a problem with their merchandise - they carry good quality stuff. I am only relaying an experience that upset me a great deal. Maybe she was just having a bad day, but she took it out on me, and that was just wrong. I have been a good customer for many years, and maybe I am wrong, but I thought that should carry more weight than it obviously did.