Her daughter purchased her 3 orchids from our general catalog. On our website, it clearly states that they are not recommended for gifts. The reason being, the items in our general catalog vary from the typical phalaenopsis to different species that are for serious hobby growers. Her daughter purchased 3 Mature Size orchids (2 dendrobiums and 1 nodosa), capable to bloom within one year.
When she called, her first words were my orchids are not doing anything. After checking to see what was purchased she was notified that they would not be doing anything for quite some time because it was one year away from blooming. I do not think she was aware of this. Then she said, well their leaves are turning yellow and dropping. She was then informed that 2 of the items that was purchased for her were dendrobiums. They are decidous plants, it is normal for their leaves to turn yellow and drop off. This means that it is actually getting ready to form buds and they will flower soon. Dendrobium leaves also have a habit of looking wrinkled. This is normal. She also did not believe this.
We do try to please and help our customer's the best we can; however, sometimes there is only so much we can do. We send out emails or make phone calls when an item from the general catalog is purchased for a gift letting the buyer know that it is not recommended for gifts. We do this because we know that some gift recipients are not very familiar with plants aside from the typical phalaenopsis and they do get upset when they receive these types of plants, especially when they are not in flower.
The problem is their frustration with their gift falls on the company and the Customer Service Reps and we are blamed for sending out a product that they do not like when we are only sending out exactly what was chosen for them. If the buyer tells the company that they still want the item sent out regardless, what is our company to do except to follow those instructions?"
For almost a year now, I have been buying an orchid for my wife every two weeks. I take her word for it when she tells me that they are healthy and beautiful. Recently, after having read some customer's experiences, I decided to try and get some questions answered. All of my orders have been placed over the internet. On this occasion I called to place the order and inquired as to the sequence of the process from the minute an order is placed to the final packing. This is what I was told. Once an order is placed, it is assigned a "work order number" and is sent to be filled. This is when the orchids are pulled and matched up to the order. It is only when the orchids reach the packaging stage that the name of the recipient is matched to the order number. In other words, there is no preferential treatment for somebody who orders an orchid a year, nor for one that orders 20 orchids a week. That sounds pretty democratic to me. And as long as my wife is happy, so am I.
It would be safe to say that I have purchased at close to 200 orchids in the last 5 months from orchids.com. Once they made a mistake in my favor; they sent two orchids I had not ordered. I offered to mail them back and Michele said it wasn't necessary. On another occasion, shortly after placing an order, I rec'd a phone call from her advising me that the weather in Potomac, MD was too cold, and that shipment would be delayed for this reason. So they are not only looking out for a well deserved profit, but for the recipient as well. On numerous occasions, I have had the pleasure of speaking to Michelle or Kyung (mostly Michele) asking whether they could find a single or double spiked phal for me. They have yet to disappoint me. I am considered a very exigent person, yet I never detected any frustration on their part while ensuring that my questions were answered - on the contrary, and to their credit, they have been extremely helpful & polite. (I would have hung up on myself given my testiness) As for the product itself, the fact that I continue to order on a weekly basis speaks for the orchids themselves, as well as Norman's vast horticultural knowledge (whose brains I have picked regarding several of my orchids and their origins). I examine the orchids upon arrival very carefully, roots, leaves and all, and I have yet to lose a single one. It's not luck............it's the product and customer service!!!
Roxanne von Nordheim
You know the old saying about customers. If they're happy, they'll tell 3 people, but if they're unhappy, they'll tell 10.
After a week of trying to get a response from someone at Norman's, sending emails, leaving messages, etc, I have gotten nowhere, and no response. I am VERY frustrated at the time I have spent trying to resolve the issue.
I have ordered 3 times from Norman's/Orchids.com. I have been overall pretty happy, really. I called one time about an issue, but was satisfied with the answer I got.
This time, I spent a good amount of money (for a hobby grower), and was happy with 4 out of 5 plants.
The plant I was not happy about arrived with roots that were disintegrating, and scarring on the backs of the leaves. In addition, one leaf was trimmed to cut off what was probably a brown or yellow tip.
The leaf trimming I would not be upset about on an otherwise healthy plant. However, this plant was so obviously unhealthy the day I received it, I called within 5 minutes of opening my package (I was home when I heard the driver drop it off at the door).
I contacted them the day I got my order, and sent 3 photos. I was told that it was forwarded to the grower and they would get back to me. I emailed 5 days later for an update. No response. I called 8 days after receiving my order and left a message - no response. I called again today, and again got nowhere, leaving a message that was not returned. I called a second time, apparently after the customer service people had left, and got someone on the phone who was rude, and said to call back tomorrow to speak to customer service.
I am tired of calling, emailing, sending photos, and getting nowhere. The plant is yellow, and dropping leaves, and is basically dead, despite my best efforts to save it.
I have had my good feelings about this company ruined by this bad experience with lousy customer service. It would have been so simple to help me. If there had even been an email to say "We're working on it," or to let me in on what the status of my issue is, I would be more understanding, and not writing this comment now.
However, at this point, I am tired of this game, and I am disputing the charge. They have wasted too much of my time, and they have not made me whole - by a refund, or a new plant.
I will not order from Normans/Orchids/com again, after spending over $500 over the past 2 years. I guess they don't need the business or my money.
On March 4th, 2009, jal123 added the following:
I've purchased about 20 orchids from Normans over the past 2-3 years. I was always happy with my order. However, the one time I called them with an issue, it was a very, very difficult process. It wasn't even an expensive orchid! I just won the chargeback, so the bank and the card associations agreed with my dispute.
I would have certaintly given Norman's the benefit of the doubt, if they had just reponded to my concerns. I spent a LOT of time gathering the information, taking pictures and documenting the entire thing, at their request, and following up. I always loved the product I got. However, I think that they should stand behind that product, and respond. I called, I emailed, I did everything that was reasonable, and was very patient until I was still not getting any response, over a week later. It's basic customer service.
Maybe I didn't order enough product from them, as Roxanne above does. However, I don't feel that my total should make me less of a customer, since I'm building a greenhouse and I planned on spending a lot more money there over the next few years. It's a real shame. I still have not heard anything from them - not one email saying we apologize, not a phone call, nothing. If they would, I would think of ordering again, but the aweful follow-up has left a really bad taste in my mouth.. On Nov 25, 2008, Orchids.com (Norman's Orchids) responded with:
A customer once said that people who posts on these websites to bad mouth and complain about companies can get away with it because readers do not know who they are. If what they are saying is the complete and honest truth that they would post their real name for everyone to see.
Our company knows exactly who this person is. She is a customer from Yardley, PA who after she was notified that she was being given a $28.00 credit for a plant that she was unsatisfied with filed a chargeback with her credit card company for the entire order of $265.00.
I guess she was so unhappy with one plant that she did not want to pay for any of the plants that she received. Not only is it dishonest but also against the law. When people file chargebacks, they have to sign a statement that goes something like this, "I declare under the penalty of perjury that the information stated is correct." Obviously, what she told her credit card company to try to get her money back was not all true.
We do keep records of every order, emails, notes, chargebacks and etc."
On Aug 7, 2008, WestTexasMom Carrollton, TX wrote:
Last month I ordered three orchids from Orchids.com (Norman's Orchids), two phals and a paph. When they arrived, there was no packing slip or invoice. The paph did not arrive, presumably out of stock. The phals were diseased, and as the web site instructs, I sent photographs of the plants in question right away. (This tells me they have lots of experience with such claims.) The Customer Support person, otherwise not identified, said their grower said the blemishes on the leaves were 'age spots.' I know the difference between a healthy leaf and a diseased one, and these were diseased. Then I inquired about why the phal as pictured was coral and the one I received was light violet. Again I sent a picture. This time she said the grower said that they lose their color during the summer heat. I have never heard of an orchid 'losing' color from an intense coral to violet! Now the phals' blooms are dropping, since they were fully opened out upon shipment, not in spike/bud as advertised. It is clear Norman's will do nothing to rectify the issue, and I must chalk this up to an expensive lesson - never purchase anything from Norman's again.
On August 18th, 2008, WestTexasMom added the following:
Last week my 'age spots' turned into mealybugs! It's a good thing I isolated those orchids!
Every year for Mother's day my son sends me an Orchid from Norman's, usually in good condition and they last for a long time. This year the orchid arrived looking wilted but according to directions, I watered the next morning. By the second week blooms were falling, by the third week, blooms were gone and stem is brown. When I called the company the company rep. said "The box sat in the hot Texas sun all day, Not OUR Fault", can't help and hung up on me. It happened to be on a shady carport with temps in the low 80's that day, the roses I received from my other son, in a box also, were still fresh and lasted nearly 3 weeks. I do not think weather was a factor. Either they weren't healthy when they left Norman's or rough packing or shipping.
I will not order, nor will my son, or recommend Norman's again. The service was terrible and the staff was rude.
On Jun 5, 2008, Orchids.com (Norman's Orchids) responded with:
On Jun 5, 2008 1:53 PM, Orchids.com (Norman's Orchids) added:
Our company always sends out the best orchids. It is true that sometimes orchids get damaged in shipment; however, we always send out replacements as long as we are notified of the problem within 7 days. There are some facts missing from this post. The recipient neglected to mention that she claims she was home to receive the box when it was delivered at 4:00 pm. Upon doing some researh with Fedex, the box was left at the side door at 9:36 am. This means that the box was sitting outside in 90 degree weather for possibly 7 hours or more. Extreme heat or cold can cause orchid flowers to wilt. Rough packing or handling will cause the actual bloooms to drop off prematurely, not wilt. The method used to deliver the orchids was priority overnight and was delivered the next morning! The orchid would have been replaced if we were notified within 7 days. We were notified one whole month after it was delivered. Unfortunately, we cannot honor her request for a replacement due to the nature of live orchid plants. She was told that there was nothing we can do."
I recently purchased 6 phals from Norman's. I tested them for virus as soon as they arrived and discovered 3 of the 6 were infected. This prompted me to test the previous shipment of 3 orchids and I discovered that 2 of the 3 were virused. I got in touch with Norman's and was told that they do not guarantee their plants to be virus free. Norman's policy is to refund money for plants only if notified within 7 days. The customer has to pay shipping. By the time I send these diseased plants back, I'll be out about $140 ($80 plants and $60 shipping). I have the capability to test for viruses, but most people don't. Norman's has the potential to single handedly destroy tens of thousands of orchid collections with their careless quality control.
On Mar 31, 2008, Orchids.com (Norman's Orchids) responded with:
On Apr 2, 2008 12:12 PM, Orchids.com (Norman's Orchids) added:
We are not in the business of selling unhealthy plants, we would not ship diseased plants. However, we do not guarantee all our plants to be virus free. No orchid nursery in the US does this. Plants can be perfectly healthy and may test positive for the presence of a virus from tests that may or may not be accurate. As an analogy, 99.99% of the population in the US would test positive for some form of cold virus -- we do not conclude from this that the whole US population is diseased and quarantine this country from the rest of the world.
Our plants are constantly inspected by plant experts at the federal and state level and have always been found disease free. If a customer wishes, we can arrange a phyto sanitary certificate to be issued , this requires an inspection of the plants by an expert from the California Department of Agriculture and provides certification that they are pest and disease free. We often do this for our clients in Puerto Rico and Hawaii, areas that require such certification before plants are allowed to be brought in.
In this particular case, we offered the customer a full refund for any plants that he didn't want as long as he returned them to us. The customer had requested a full refund without returning the plants. We understand he is filing a chargebacck with the credit card company and auctioning off the "diseased" plants on E-bay.
I also ordered a Blue Martini orchid, which I had waited for a long time to order, and it was infected with mealy bugs as well. It survived, but the other, seedling-size orchid that was shipped with it also got them, and it died.
I have ordered from Norman's a few times and had a couple snafoos - for example, one time when an order went through (a gift for a friend who was going to have surgery), and they had the order on file, but somehow the orchid never was shipped (I found this a couple weeks later after the person was already home from the hospital). Or a minor thing, on my first order, I ordered a plant that was supposed to be "in short spike" (which I took into consideration when I ordered), but the one I got it was fully-bloomed, and some blooms got broken in shipping.
That said, most of the orchids I have gotten from Norman's have been spectacular, well-packed, etc. I expect to order from Norman's again at some point.
I would have put a "postive" rating but the Blue Martini experience was my most recent one, and I just realized reading the post on this site that mine wasn't the only one - I feel like they should have or must have known about the bugs, and not sent the plants that way.
On April 14th, 2008, lauraja changed the rating from neutral to negative and added the following:
UPDATE: There is a little more to the story of my "short spike" orchid mentioned above. This was my first orchid order, and I was a little naive. The petals of the orchid I ordered appeared on the website to have a uniform, slightly pinkish lavender color. I ordered because of the uniquely delicate-looking color. I received a white orchid with very bright light-pink blush in the middle instead. I looked on the Norman's website and saw an orchid that looked exactly like the one I received; it was one of the "parent' plants listed for the orchid I had ordered. In my naivete, I thought this meant that I received an "example" of the orchid I ordered that looked just like one of the 'parent' plants, not like the one that was pictured (thinking there might be variation). Immediately after the above posting, I came across a "rip-off report" that described nearly the identical experience with a Norman's orchid (I mean, with the exact same type of orchid received). That customer apparently was told that Norman's could substitue another type of orchid (even though the substitue one was a less expensive type), and that the customer had received the replacement type b/c she was "not an orchid person" or words to that effect. (I also had told the person I ordered from that this was my first time ordering an orchid.) I can't help suspecting that the same thing happened with me. In addition to "Blue martini" episode, and having thought the mealy bugs had somehow come from my house since I didn't know better (now I am pretty sure that they came with the plant, and that Norman's should have known about them), I feel a little duped.
Although I still have received some nice plants from them, and my experience with them has not been all negative.On April 14th, 2008, lauraja changed the rating from negative to neutral and added the following:
On May 6th, 2008, lauraja added the following:
Blue Martini is almost dead as well. Was down to one non-yellow leaf, whose condition is noticeably deteriorating. Did not survive repotting - I'm not sure why - but was a young plant, and I think was weakened by all the treatment for the mealy bugs (there were a LOT of them and it took a lot of treatment). I don't "lose" an orchid very often. Norman's is temtping b/c of the great variety of orchids they offer, but I am taking a "break" from ordering from them.
I am writing to express my disappointment and dissatisfaction in my experience on Orchids.com. I recently purchased two orchids to have shipped to my mother for her 62nd birthday (March 9th). When the orchids arrived, my mother called to notify me that one of the plants was infected with melee bugs (Fire Cracker / Blue Martini). She and I were obviously disappointed and needless to say, I was quite embarrassed.
I called the customer service number and spoke with Michelle – I was looking for assistance and interested to see how Orchids.com would remedy the situation. Michelle was quite rude and indicated that it was company policy to require photographs of any bugs be submitted to Orchids.com for review. Basically she called me a liar and was not at all helpful in accommodating a frustrated customer. I was not about to call my mother, several days after her plants arrived, to ask her to take photos of the plant with the bugs – SHE HAD ALREADY SPEND TWO PAINSTAKING HOURS CLEANING THE PLANT OF THE BUGS IN AN EFFORT TO SAVE IT!!
I will never use Orchids.com or Normans Orchids ever again!
A very dissatisfied customer!
On Mar 13, 2008, Orchids.com (Norman's Orchids) responded with:
On Mar 13, 2008 12:05 PM, Orchids.com (Norman's Orchids) added:
Normans orchids/orchids.com does have a Company Policy that if there are any problems with any shipments, we have to ask for a photograph. This is something that we require of our customers if we need to send any replacements or give credits. We do not ask for any plants to be returned. The customer refused to send photos. We cannot remedy a situation if the customer is not willing to meet us halfway.
I have purchased phals from this company on two different occasions. Recently I purchased five. All arrived in excellent condition and were exactly as advertised. If they were advertised in spike or flower, they were exactly that. The orchids that I purchased from them before have all done well. I've been growing orchids for about two years so I'm neither a novice or an expert, but these phals have been as nice as any I've purchased anywhere. Also, they were shipped practically overnight. I've also used Norman's twice for gifts. Again, both were phals. The first one was advertised as with spike and indeed, it did have one. However, the spike never developed into buds and a year later has never flowered. I don't believe this was the grower's fault. The second gift was in flower and arrived in fine condition. I wouldn't hesitate to use them again for gift-giving.
In April, 2004, I had 2 months experience with orchids and made sure the Norman's staff person at an orchid show knew this. The person said that a Phal lindenii would be easy for a beginner, and I bought the plant.
Soon after, the plant was looking bad and had one good root when I unpotted it. I e-mailed Norman's twice and left 3 voice mail messages, asking them what to do.
No one from Norman's responded, and the plant died. Later, two other growers said they wouldn't have sold a beginner that plant - hard to grow.
Norman's online catalogue has beautiful plants, and many aren't found anywhere else. Its hard to keep from ordering them.
So I was going to pre-order before a show this winter. Norman's Web site didn't seem to have a list of shows they'd be attending, so I e-mailed, asking for a schedule.
It's been over a month with no reply. Probably a favor because pre-ordering doesn't guarantee the right plant.
On Jul 20, 2007, davef11789 Sound Beach, NY wrote:
I'd ordered two phalaenopsis from this fine company. Plants arrived well packed, nicely labeled, and bursting with roots and nice fresh leaves. They're both mericlones, so I'm not going to be disappointed by expensive duds.
I used to buy some nice plants from this company. Such is no longer the case.
Quite recently I bought a plant from them which had a very, very poor root system. Within an hour of receiving the plant, I emailed them a photo of the plant, along with a statement of my dissatifaction. I asked them for a replacement.
I was told that the plant was dormant. I was also told that there was no use in replacing the plant, because all the others would look the same way. In order to receive credit for the plant, I was instructed to return the plant to them by 2-day mail. At my expense.
I did not find this an acceptable customer courtesy. I asked them for written proof that a dormancy period would or could cause such a massive loss of root integrity. I have yet to hear from them, and it has been a week or more since last contact.
December 2005, ordered a denbrodium on a Wednesday, it shipped same day, arrived on Friday! Well packed for trip to Minnesota in winter. I did have it held for pickup at our local FedEx since it was single digit temps on the day it was due to arrive.
Plant looks great. Advertised as in bud/spike and it had 5 buds almost ready to open.
I had become a satisfied customer of http://www.Orchids.com until recently. I ordered yet another group of 5 advertised orchids for a display. I received very small and non-flowering orchids without any blooms or spikes. I could have gotten better ones at Home Depot! None of them flowering as their add promised and as the photos showed. My first order, for the same price, had been wonderful, as was my second and third order. I thought I had found a superb supplier. Was I wrong! This last order made me feel as if I had been robbed! And worse yet, their customer relations took some time to respond. And worse yet, they did not offer to make it right. They said I could mail it back at my cost, and added that they would charge me a restocking fee. I will never buy from them again and recommend that no one else buy from Norman's or Orchids.com. Their product is very uneven and they do not send what they advertise. I am a frequent orchid buyer now and will never ever buy from Norman's or http://www.orchids.com. It is the same company. Be careful. DO not get robbed like I did. Lari in Arlington VA
On Oct 10, 2005, Orchids.com (Norman's Orchids) responded with:
"I work for Orchids.com as a Customer Service Representative. Mr. Hilarion was disappointed with the October AOS Special that he had just gotten from our company. He mentioned that it was nothing like the first order that he purchased which was the April AOS Special. He complained that only one orchid was in bloom and one particular one was very small. He complained that the package was supposed to consist of 5 flowering orchids. This is where the problem starts.
The October AOS Special does consist of 5 orchids. It does not say anywhere in the advertisement that they will be in bloom when they arrive. Here are some descriptions taken from the advertisement:
MC193 - In spike/buds
MC814 - Mature Size
MC701 - Near Mature Size
MC810 very compact spike - Near Mature Size
MC731 - In spike/buds
These following definitions are also cleary stated on every page of our general catalog.
In bud/in spike ï¿½ not recommended for gifts, can be short spike (4-6 weeks to bloom) or already fully bloomed.
Mature Size ï¿½ Capable to bloom within a year when in season.
Near Mature Size ï¿½ Needs 12-18 months to bloom.
Mr. Hilarion must have assumed that since his April AOS Special came in bloom, that his October AOS Special would come in bloom as well. The fact of the matter is that each AOS Special consists of different specials and different plants. Each advertisement clearly specifies what maturity level the orchids are in. He must not have read the descriptions of each plant. The photos of orchids are showed on the advertisement so that the buyer can see what they will look like when they bloom. We never promised that they will arrive with flowers. I am not saying that we never make mistakes because nobody is perfect but in this case, we really did send him what he purchased. He was not at all robbed!
It is hard for us to make something right when we did not do anything wrong to begin with. He was sent exactly what he ordered in a timely manner. The comment that our product is very uneven and we do not send what we advertise is simply false. We have thousands of different types of orchids with different maturity level and sizes. Sometimes, a customer for whatever reason does not read carefully before they purchase an item. We truly cannot help this and feel that it is unfair for us to be blamed because of this.
Here is proof that we send exactly what we advertise: In April, Mr. Hilarion ordered the April AOS Special, all 5 orchids in that special were advertised as in bud/in spike or first bloom. That is exactly what he received. Our October AOS Special which he recently received consisted of 5 orchids with different maturity. His description of what he received sounds like the October AOS Special, he even mentioned one being small which would be the compact spiking plant in the special.
We value our customer's and always try to make things right as much as possible but it does have to be within reason."
I have dealt with this company many times before. I actually found them by chance several years back when I needed tips on repotting my orchids. While trying to research on the web I came across this wonderful website called orchids.com. They had all sorts of tips on how to grow and take care of many different types of orchids. I have also emailed them at their Support@orchids.com and received a response back almost instantly! One time I had problems with my computer and had to call my order in and their Customer Service was great! They took my order in a speedy, precise and professional manner. Their selection is wonderful! I always gift my family and friends with orchids from their Gift Basket & Arrangement Section! For me, I always go for their exotic orchids. I have been a happy repeat customer for many years and many more years to come. What an awesome company! I have never had anything but good things to say about them.
On Aug 22, 2005, bobmarley Milledgeville, GA wrote:
I had saved my pennies for quite a while to be able to afford a particular plant, which was for sale at $50. The plant arrived, a 4-bulb division, the second-from-the-back bulb of which had obviously died and had been removed. That left 3 pseudobulbs, neither of which had a viable eye. Now I have three pseudobulbs which are essentially eunuchs with no hope of any life to come. DEFINITELY not worth the price!
Purchased a plant at the Houston Orchid Show in April and was terribly pleased with the plant and the consideration of the vendor. I did try to email them from their website and the email was returned as undeliverable. Link should be fixed.
In the Spring 2005 - I e-mailed orchids.com to inquire as to the availability of a certain species -- (not listed on the website) -- time passes - -no answer - I re-send with original attached -- still no answer - I figure - they're not in business anymore, or what ?? nother week or two goes by --
I send ANOTHER E-mail -- it says' I'm INTERESTED in placing an order, but before I do, I have some questions,
could you please contact me (via-e-mail) . This was to
know that they are even in business -- There doesn't seem to be any address or phone number on the web. pages - not that I could find . and at the time I didn't know about THIS site. So....no answer - even when I said I wanted to place an order !!! So I don't think I will.
I've used this company more than a dozen times for gifts and have never had a problem. Almost always the orchid is in bloom and as lovely as pictured. Very satisfied. But if you want your orchid delivered on a particular day, you might want to give them several days notice and also call then up on the phone on the day or the day after it was supposed to ship and make sure they didn't forget.
On April 9th, 2005, Subversive added the following:
I should also mention that I haven't found any other online orchid companies from which you can sort a wide inventory on fragrance, low-medium-high light, in bloom/spike, as well as other categories. They really do try to make the most of web technology--they have even started a blog.
On Mar 19, 2005, fredbuster North Scituate, RI wrote:
I have nothing but good things to say about Norman's Some of my best orchids are from them. My wife dosen't grow the orchids but whenever I show her plants in bloom she can tell right away if it came from Norman's. His customer service has always taken care of any problems that I have experinced be it with mailing or plant wasn't right the matter has always been taken care of and always politely and in a friendly manner I have been buying from them for about five years now and look forward to many more great plants in the future. hope your experince with them will be just as rewarding Ray
A friend gave me an orchid which he had ordered from Norman's Orchids (Orchids.com) as part of a test run of potential vendors for a floral website. The orchid I received was not the one that had been pictured, and when I called to report the mistake, I was treated rudely (shouted at and hung up on), told that I was wasting their time, and the only solution they had to offer was that I ship the orchid back at my cost and hope they would refund my friend's purchase. No one offered an apology, and my suggestion that their policies were unclear was ignored. Then, when I reported their poor customer service on a consumer watchdog site, they had the nerve to respond that I was a part of some vast conspiracy at my friend's company to harass them and get a free plant. Shopping at Orchids.com / Norman's Orchids wasn't worth the headache. The plant itself was slightly damaged in shipping, which is understandable with such a delicate item, but appears to be of good health and is in fact quite lovely, as orchids always are. This is my first orchid, but now I will be ordering many more, just not from Orchids.com / Norman's Orchids. Life is too short to deal with such terrible cutomer service.
I ordered two Cattleyas in January. Waited a few weeks; they never showed up. I e-mailed the company and was told that the orchids were beyond their peak bloom period so they did not want to ship them. That's fine, I just wonder if I had not e-mailed them, would I ever have been contacted. They asked if I would like a refund or a replacement. So, I orderd to phal. to replace them. Waited another two weeks--nothing. I called last week and was told my order would ship--and both plants would have spikes. They arrived today, in good shape, but the Sara Gold Peach did not have any spikes! I called today to let them know, and MIchelle, said that she instructed the growers to ship only plants with spikes. Could I please use my digital camera to take a picture and she would show it to the growers! I just think that is totally inappropriate customer service--to put the burden of proof on the customer! I stated this and she said she would go ahead and check with the growers. She also offered me $10 credit--the difference between a mature plant and one with buds. I said I would wait. Right now, I am reserving judgment and will update this forum when the problem is resolved.
On March 2nd, 2005, ElizabethK added the following:
MARCH 3, 2005 NOTE: I DID AS NORMAN'S REQUESTED AND SENT THEM PHOTOS OF THE PLANT W/O SPIKE. IT HAS BEEN OVER A WEEK AND NO ONE FROM THE COMPANY HAS CONTACTED ME. On March 13th, 2005, ElizabethK added the following:
After two weeks, I had to call to find out if this company received the photos of the orchid that I sent to them. I sent the photos at least three times over a period of a week! I was told that they did receive the photos and that they needed a signature from someone who was at a Miami orchid show in order to replace my plant. I was told he would return that same day and sign-off on the replacement. I was also told that I would receive an e-mail (that day) to confirm that my orchid would be replaced. Of course, I have not heard a word and have not received an e-mail of any sort. Also, the orchid that I did receive in bud, Phal. Stars, has begun to bloom nicely. It, however, has NO fragrance. The only reason that I bought it was because it was a Phal. WITH a fragrance. Based on my experience, I would not recommend this company. I placed my original order on January 12th. Here it is March 13th, and the matter is still not resolved.
This is one of my favorite vendors. I have a Phal. Bonbori that was sent to me in bloom in June that is still blooming and is now sending up a second spike! Norman's website is one of the best, very easy to navigate. A+!
On Jul 14, 2004, CentrlFlaOrchid Cocoa Beach, FL wrote:
Wow! My Phal. Brother Sara Gold 'Peach' got here today. Just like Norman's promised. That was the first thing that pleased me, their customer service. Then when I opened the box (which was just cardboard, but with specific and clearly displayed instructions of immediate unpacking and temperature conditions for the 'perishable' contents therein) I carefully dumped out the styrofoam peanuts. My orchid was literally "pretty as a picture". It was listed on the website orchids.com as "in spike/in bloom," and came with twenty-one flowers, all opened and smelling like ROSES (I wanted this because the Phal. is fragrant). I did call in my order so I could speak with a person, instead of doing an impersonal internet order. It made me feel assured my delicate item would arrived unscathed. The staff (I called a few times) were all very nice and informative as well, and when asked if they froze their orchids the answer was, "No." I wouldn't've shopped there if it were the case. I will be doing business with this orchid company in the future, I am BEYOND pleased.
On September 9th, 2004, CentrlFlaOrchid added the following:
I would like to add that since I have dealt with this company, my opinion has only improved.
Since I live in a disaster area of Florida now thanks to the recent hurricane (Frances) I had ordered some 'mature' orchids from Norman's before we knew the hurricane was definitely on our way. Mature means they'll bloom within 12mos. Anyway, I was evacuating from my home with my present orchids and had the 2 mature plants arriving FedEx the following day. That was going to be too late, it was 9pm here on the east coast, so I called Norman's and told my plight. They called me back immediately upon contacting FedEx. Fabulous customer service!!!!
They held my package @ FedEx for me, and fortunately the building withstood the storm, as did my own dwelling. We returned from evacuating to Atlanta (the orchids LOVED Atlanta, by the way) and called FedEx- a week later. I got the package and was worried they'd surely be dead-- but not SO! They were anything but and were still MOIST! They are now happy on the window sill and I shall continue to invest my faith in Norman's because they have yet to let me down! Yay Norman's Orchids! That Fang family sure knows their stuff!!
I have ordered from this company twice, once retail and once wholesale. Not happy---my order arrived frozen, and the replacement plants (sent five months later) were disgusting. One was rotted and I called to complain, was told I would recieve a phone call from the owner-never did. Oh-by the way, I was talked down to on the phone by someone who automatically assumed that I knew nothing about repotting. two phals on the wholesale order got bacterial spots within a couple of days.
We have had very good service from this company and have received plants in very good condition. Prices are a little high (orchids? go figure!) but they do give you a choice of "blooming size", "near blooming size" or "in spike" priced accordingly. We've ordered both individual plants and a collection and received excellent product. They have an excellent website but use caution not to hit "submit" more than once; doing so will generate multiple orders.