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|On Aug 10, 2017, PL7711 Newton Center, MA wrote:
My first purchase from this company was simply breathtaking. I bought three phalaenopsis orchids for my kitchen and they were thriving and a joy to behold. I wound up purchasing several pricey gift orchids for various recipients. I then made a second purchase for myself. The orchids that arrived did not resemble whatsoever the orchids pictured on the site. Firstly, I ordered three of the same. Two were matching the and the third was a different color. These were meant to be displaced all in the same location. Next, the orchids picture had 4 stems and I was sent two with 2 stems and one with one stem - sparse and spindly and not at all like what was pictured. Next, the orchids began to fail almost immediately - after one day. The blooms began to dry up and fall off and the leaves - many of them - started to turn yellow, droop and brown out at the tips. I emailed them, photos included, for six days straight - showing them the horrendous condition of these plants and how they were progressively getting worse each day. I received no response whatsoever. Finally, I called and they claimed they never received my emails. I was only requesting that they replace these three totally unacceptable orchids with three new ones - the same ones I had ordered the first time. They said they would send my request to "claims." Wow. Who was I dealing with - a national concern like Amazon or Walmart? Two days later they contacted me and offered me a $10.00 credit and I would have to repackage and send back the three dying orchids at my own expense. The order was well over $100. They told me the orchids were failing because of "direct sunlight." The orchids were never exposed to direct sunlight. I am only hoping that the several gifts I sent - over $150 each for one orchid - arrived in good condition. I would never know because the recipients would probably not tell me if they didn't. Believe me, you do not want to do business with this company. You could be lucky and receive healthy orchids, but if you don't, tough luck to you. Horrendous customer service. They will not back up their merchandise - even with explicit photos showing the failure of the orchids.
|On Feb 4, 2016, clyn New York City, NY wrote:
If you absolutely must order from Norman's Orchids, use an email address specifically for spam (everyone should have a junk email address) because they WILL spam you and there is no way to unsubscribe unless you close your account. Also, place your order with a credit card because you may need to do a charge back since that is the only way you will ever get your money back when Norman's refuses to refund you for their mistake.
|On Dec 29, 2015, gardenerinct (Zone 6a) wrote:
My review is nearly identical to trospero's review. This was my 2nd order from Norman's. The first order was fine, but this last order was very disappointing. I bought two in bud Cattleya orchids. The blooms lasted 3 day on one orchid and the blooms on the other orchid were dead on arrival. Both orchids also need re-potting. I will not buy from them again.
|On Dec 22, 2015, trospero Corvallis, OR wrote:
Ordered two "in bud" Cattleyas. Two days after ordering I was told one was no longer available and did I want a substitute, and I said yes. The plant they subbed was 2X the price of the one I ordered and I was not told that at the time. I should have checked to see if it was the same price, yes - but how much effort would it have taken for them to say "by the way, the one you want as a substitute is twice the price - is that okay?"
|On Aug 1, 2014, dontbuyfromthem Toyko,
I purchased some orchids from this company. It is my second order. Some of the orchids is of different color then on the website. The color is much different then the site. Let say I order white and they gave me an orange color. I contacted them to have this resolve, and to send the correct orchid. The company said I will have to pay for shipping return to them. I disagree. i did not order an orange orchid so i should not have to pay for return to get a full refund. I call the next day to get a resolution. There was no resolution, because they stand by their rule to have me pay for return shipping. When I try to get in their website to check on my orders and log in to my account, I can not get on, because the company block me from their website. The orchid I order is not a seeding orchid. It is a mericlone orchid. The supervisor refused to come to the phone to resolve this matter. Horrible experience I have ever had with an orchid company.
|On Jun 4, 2012, zia_farrell Huntington Beach, CA wrote:
Be aware that they only honor claims for 7 days. They sent a sick orchid to my mom for Mother's day. It died just after the 7 days.
|On May 18, 2012, WCG Park Ridge, IL wrote:
I have to admit that I am shocked by so many negative reviews on this website. I had an unpleasant experience with orchids.com. I am now wishing I had come here first as I would never have ordered through them. I had placed an order through the website and my interpretation was that it was a two day delivery. Right or wrong, I am obviously not the only one who has had trouble interpreting this, please reword your website. The true trouble began when I phoned them to tell them I was unhappy with the delivery date. The man I spoke with would not listen to me, he spoke over me and when I told him I was upset that he would not listen, he hung up on me. I was a bit stunned. I wrote to them and have tried to follow up with phone calls, but they do not answer and their mail boxes are full (of complaints, I am wondering?). In reading all of these reviews and the very unprofessional attacking responses to others' responses, I can see that it is best to take my business elsewhere. I am guessing by so many dissatisfied people that they just don't care. What a shame, my mother-in-law collects orchids and I had hoped I had found a source for gifts. Customer service is very important and they fall quite short.
|On Aug 31, 2011, tomikm Alamo, CA wrote:
I greatly regret giving negative feedback, but after 3 poor quality plants on 3 separate orders, I feel I must comment. One, an intergeneric oncidium was infested with scale. The second was a phalaenopsis with broken roots. The last was a species phalaenopsis that turned out to have mites. In all fairness, I admit I did not contact the company partly because of their difficult reputation and partly because I try to fix plant problems myself. I kept thinking I'd give Orchids.com another chance, that perhaps I was just unlucky. After I realized my last orchid had mites, I decided that, unfortunately, I could no longer buy from them no matter how wonderful their orchids look online. To clarify: I am not and cannot comment on their customer service only upon their plants.
|On Feb 4, 2011, jz123 San Gabriel, CA wrote:
I ordered an orchid from Orchids.com, but received a wrong plant. I told Orchids.com that I would like to return the plant sent by mistake and receive a replacement without extra charge. Although Orchids.com admitted that they sent the plant by mistake, they told me that they could send me a replacement, ONLY IF I pay the shipping and handling. They also told me that they could refund me for the price of the plant, but not the shipping and handling in connection with my order. When I asked why I had to pay extra fees because of their mistake, the customer support of this company told me that: "It is our policy."
|On Jan 18, 2011, rrupe Albuquerque, NM wrote:
I rarely complain. But I spent much time and thought into selecting a gift, only to receive an email that would inform me that my gift would not be shipped because it didn't have flowers on it. THEN I was told that if I wanted to ship something without flowers it would take up to seven days.
On Jan 18, 2011, Orchids.com (Norman's Orchids) responded with:
"On Jan 18, 2011 3:44 PM, Orchids.com (Norman's Orchids) responded with:
The courtesy email below is what RRupe received. The reason that we send these emails is because we get many complaints from gift recipients if they receive a gift that does not have flowers or decorative container. Basically, they will get a plant with no flowers and just leaves. The item that was ordered for gifts going to 2 different recipients was MC69 Mature Size. It states on the website that a Mature Size is capable to bloom within one year and "usually ships 1-7 days." The items in the General Catalog where she ordered from takes that long to fulfill because we have acres of greenhouses to go through to fulfill orders. As the email stated, only the items in the Gift Basket & Arrangement Section ships out the same day if ordered before 1pm PST. We can do this because we only offer about 8 pages of these items rather than the hundreds of pages that our General Catalog has to offer. We feel that we have done everything we can to provide the best customer service and its unfortunate that she was not satisfied.
|On Nov 20, 2010, TC13 Reston, VA wrote:
Posted on November 17, 2010, updated November 20, 2010
On November 20th, 2010, TC13 added the following:
One only needs to read this company's so-called "rebuttals" to know never to do business with them. It certainly proves their terrible attitude and deplorable customer service, and perhaps also that they hire people with serious psychological disorders. And calling out their customers by their full names on a public site? A possible violation of privacy laws, which I intend to fully pursue.
On Nov 20, 2010, Orchids.com (Norman's Orchids) responded with:
"On Nov 18, 2010 9:31 AM, Orchids.com (Norman's Orchids) responded with:
It's unfortunate that happy, satisfied & REASONABLE customers never leave feedback either. If they did, I can guarantee that we have plenty of those.
On Nov 18, 2010 10:10 AM, Orchids.com (Norman's Orchids) added:
THERE WAS SO MUCH MORE TO SAY BUT THE REBUTTAL WAS POSTED BEFORE I WAS FINISHED SO HERE IS THE REST OF THE TRUTH!
|On Nov 18, 2010, kshante Fort Lauderdale, FL wrote:
Horrid Company and putrid attitude. They work with a constant chip on their shoulder not to mention rubbish service.
|On Sep 22, 2010, Viane Lexington, MA wrote:
I placed a large order ($350+) with orchids.com, only to receive an aggressive phone call in the evening, (during a family dinner) saying that the order could not be processed because one orchid was not available and had to be exchanged. I asked to do it the next day, or online, and was treated so rudely that when I suggested perhaps I would just cancel the order the woman agreed enthusiastically! I sent a complaint the next day to the website, and heard back from that very woman, who was still aggressive and reminded me that she had happily canceled my order with them. Clearly, this is a one person firm and very, very poorly run. I will never order from them again, and have told this story to a group of orchid lovers in the New England area. What an appalling site!
On Sep 22, 2010, Orchids.com (Norman's Orchids) responded with:
"On Sep 22, 2010 11:13 AM, Orchids.com (Norman's Orchids) responded with:
I find it sad that customers have the ability to complain at websites such as this but there is really no way of knowing if what they say is true. They off course will make themselves look like victims when it is the other way around.
|On Mar 25, 2010, Golfnation Irvine, CA wrote:
Posted on March 24, 2010, updated March 25, 2010
On March 17th, 2010, Golfnation added the following:
I made a follow up call to them last week because some of the spikes and flowers have fall off. The lady looked up my info and asked me if I was the one who wrote a negative comment about them. Not sure why she asked me that but then she said a manager will get back with me soon. Til now, I haven't received any phone calls about this issue and why am I not so surprised!?
Very poor customer service skills that's all I can say!
On March 24th, 2010, Golfnation added the following:
We decided to keep the orchid because it was a gift for my wife; she wanted to keep things simple. However the orchid was dying so we needed help. I wasn't complaining the second time; simply wanted to get information on how to take care of our orchid that was purchased on their company's website.
It seems like someone is making false assumptions based on the first phone conversation. Also, why bothered telling me that a manager will get back with me if he/she was not planning on calling me back? Seriously, if they truly care about their clients or orchids sold from their store they should at least make some kind of effort.
This company has completely failed in taking care of a once loyal customer.
On March 25th, 2010, Golfnation added the following:
I think the rep still have our first phone conversation or complaint stuck in his/her head. Like I said in my previous posting, we've decided to keep the plant but now we have a completely separate issue. Also I have never asked for a free plant and I did pay for this one! Sure, I can find all the orchid care there is in the world online, at the same time, I wanted to make them aware of the issue since it was purchased from their company's site.
This is an open forum about orchids.com so I welcome any feedback you may have. Lastly, please don't compare yourself with Nordstrom, I think they have professionalism and great customer service.
On Mar 25, 2010, Orchids.com (Norman's Orchids) responded with:
"On Feb 22, 2010 3:36 PM, Orchids.com (Norman's Orchids) responded with:
There was no mispresentation at all. The item that was purchased was called a Rare Fragrant White Angel Phalaenopsis. The description on the website states, "Perfect for anyone who has very little space but loves an abundance of flowers. Our white angel Phalaenopsis bears multitudes of heavy substance flowers on COMPACT SPIKES. During the warmth of the day, it produces a light fragrance from the flowers that can last for weeks. Beautifully presented in our decorative cache pot and finished with Spanish moss. Comes with 1-2 spikes."
On Mar 24, 2010 10:49 AM, Orchids.com (Norman's Orchids) added:
Once again, this buyer has posted a review and left out factual details. The facts are: since the buyer was unhappy with the purchase, the Manager did offer to exchange the plant if he returned it by mail or if he drove to our nursery. The buyer refused. Two weeks later, he called again and this time with a different complaint. I am not sure if he was hoping to speak with someone else and accomplish a different end result.
On Mar 25, 2010 10:03 AM, Orchids.com (Norman's Orchids) added:
Our company will no longer post any rebuttals after this one. This is a petty attempt by the buyer to have a he said, she said battle with us and I will choose to be the bigger person.
|On Mar 25, 2010, madchad wrote:
Posted on March 25, 2010, updated March 25, 2010
On March 23rd, 2010, madchad added the following:
I forgot to add that they had already charged my credit card for the purchase, even though they sent an email stating "WE WILL NOT SHIP YOUR ODER UNLESS YOU CALL US".
On March 25th, 2010, madchad added the following:
Wow. You modify your email that was sent to me to dispute my claims, while claiming it to be an exact copy of the one that you sent to me. The actual email states "Hello Chad
The item you choose is not recommended as a gift since it will not come with flowers. The only items that we can guarantee to have flowers are the items from the Gift Baskets and Arrangements section. These items are also the only ones that ship the same day if ordered by 1:00 PM Pacific Standard Time, and in accordance with FedEx/UPS service rules. Please advise, WE WILL NOT SHIP YOUR ODER UNLESS YOU CALL US AT 888-467-2443. Mon - Sat 9-5 PM PST. DO NOT E-MAIL, during high volume period, we are inundated with e-mails and can not respond to them in a timely manner.
This is a link that will be blinking for the Gift Baskets and Arrangement Sections in the middle of our home page at http://WWW.Orchids.com if you would like to change your order.
This is not edited, as is the one that you posted as a response. If anyone wants a screenshot, it's here: http://www.chadmad.com/img/orchids.jpg
As for the charge, my card did not show it as pending, however, I cannot dispute this claim as I do not have any access to any more information to do so.
In regards to the "shouting obscenities" and "the representative could not even get a word in edgewise" I would simply state that I remember it quite differently, hence my statement about her being condescending and rude. Going back and forth on this point would seem to be a waste of time, so I will let the factual statements speak for themselves.
In conclusion, in disputing my claims, you use a deceptive/modified version of the email sent to me...claiming that "The template below is the exact email that we send to our customers when they purchase an item that is not recommended for a gift." and that my "accusations are completely untrue and uncalled for." My accusations are not untrue (as I can easily prove) and are not uncalled for. Your company is, in my opinion, shady and should not be trusted. Your response, dishonest as it is, simply lends credibility to my claims and shows people exactly what they can expect should they wish to have the misadventure that I had when attempting to order from your website.
On March 25th, 2010, madchad added the following:
"The template below is the exact email that we send"..."We did not say it was the exact email!" These statements are contradictory.
The flashing link in the email (both your corrected and uncorrected versions) and the fact that your representative did try to get me to purchase gift baskets contradict your statement that "We were not trying to up sell. Any normal person can see that.", as well. I stand by my comments that this business seems shady. The fact that you attack me personally, which I will not respond to in kind, demonstrates, at the very least, a lack of professionalism.
The typos were merely proving a point. The email that I received, along with the demand that I call you, are reminiscent of scams that I have seen in emails for some time. Then, you corrected the email so as to dispute my claim to the contrary. Changing it back, or admitting after the fact, does not change my original complaint. I was nervous after receiving the email and the requirement to call, even though we had already agreed to a contracted sale. After your responses in this forum, I do not feel reassured that this is the kind of company that I would do business with, nor is it one that I would recommend that others do business with.
As far as "this buyer has the capability of letting his emotions get the best of him and maybe over reacting before thinking things clearly."... I haven't read anything that I would see as me getting emotionally involved, at all. My comments have lacked the personal attacks, exclamation points, all caps (outside of direct quotes from your emails and comments), and other indications that you would find in a text-only setting which would provide clues as to the inclusion of any emotions. (Unless, you are referring to my screen name. That's "mad" as in crazy...not "mad" as in angry. It has to do with the "Mad Scientist" shows that I have been involved in creating over the years. Sometimes, I get to blow things up and get paid. Not a bad gig, if you can get it.) One might argue that we all have the capability of letting our emotions get the best of us, but I can tell you that I am not emotionally anything, as of yet.
I, also, find it strange that your business has complaints on here, but you seem to believe that everyone else is wrong, or not normal as you alluded to. So...your business has complaints, but your response is to attack the customers. This is evidenced in your previous posts. My advice is to address the cause of these problems and not attack the lifeblood of your business (your customers). Unless, of course, you have more customers than you need. An enviable position, however one that I believe will soon change, if you continue to do business as usual. While it is true that you cannot please all of the people all of the time, you can make an effort.
And, by all means, charge the credit card. I entered into to my part of the agreement in good faith. I will carry out my obligations in the same manner.
I expect that you will respond. I will leave the last word to you. People can read this and form their own opinions as to whether I'm some lunatic or just a customer that felt he was treated very poorly. They'll also have a chance to form their opinions on your company and how you do business. They might like what they see here or they might not. No matter which they decide, I hope that you do look at the way that things are done and decide what amount of customer service is good enough.
Good luck and I yield the forum to you.
On Mar 25, 2010, Orchids.com (Norman's Orchids) responded with:
"On Mar 24, 2010 10:14 AM, Orchids.com (Norman's Orchids) responded with:
We do not charge until after an order has shipped out. The charge that this buyer is referring to is an "authorization or pending charge." I am sure anyone who uses a debit or credit card understands how this works. When a person attempts to make a purchase, the bank needs to make sure that there is money in the account to cover the purchase. They usually set it aside for a few business days until it is collected. In our case, we actually do not collect the funds until the order has shipped out. We do have two sections on our website. The first one is the General Catalog or hobbyist section. There are thousands of orchids to choose from there. They arrive in a nursery container and vary from 2 years away from blooming to already blooming. These items can take up to 7 days before we can ship. The second one is Our Gift Baskets and Arrangements section; these are live orchid plants in decorative containers and are guaranteed to be in bloom when they arrive. They ship out the same day if ordered before 1pm PST. These are the ones that we recommend for gifts.
On Mar 25, 2010 2:25 PM, Orchids.com (Norman's Orchids) added:
All this email proves is that this buyer has the capability of letting his emotions get the best of him and maybe over reacting before thinking things clearly.
|On Feb 27, 2010, claire25 Salisbury, MD wrote:
Posted on June 13, 2009, updated February 26, 2010
On February 27th, 2010, claire25 changed the rating from neutral to negative and added the following:
Update: One of my orchids has just bloomed, and its flower is severely distorted with the "color break" symptoms associated with an advanced virus infection. I'm now thinking back to when I unpacked this plant and it had bugs all over it WHILE STILL IN THE BOX...it seems pretty likely that it was infected long before it came into my care. Viruses happen, I know, but surely its previous blooms showed some symptoms while it was in the grower's greenhouse? And I'm not really pleased to see the extraordinarily rude responses continually posted by this company to customers who complain. Thumbs down.
|On Feb 24, 2010, aoneill Parkton, MD wrote:
I dealt with this company last year but did not post my experience. Not only did they misrepresent the description
On Feb 24, 2010, Orchids.com (Norman's Orchids) responded with:
"On Feb 24, 2010 11:16 AM, Orchids.com (Norman's Orchids) responded with:
If our system remembers correctly, the order was placed on Aug 13, 2007. Our description for the item purchased exactly reads, "Fantastic medium sized coral pink with good flower substance. This clone loves to flower with consistent branching habit. Always a Blue Ribbon Winner at shows." The picture shown on the website was a pink phalaenopsis. Where did we make a mistake on the description? We sent out exactly what she ordered. She received a pink phalaenopsis with medium sized flowers that had two spikes! We did not describe height nor did we guarantee the amount of flowers she would receive. How can the company be blamed for wrong description?
|On Feb 8, 2010, mmaria Rockville, MD wrote:
I've ordered from them several times. The quality of orchids varies from very good to so bad that I could not even imagine how can one send a plant so obviously sick to a customer (add to that that their prices are not low). Several of the plants were infested with mealybugs. When you buy an orchid "in spike" the spike could be an old one, which might bloom or may dry out sometime in the future. Some plants are mislabeled. And this is the only company which managed to pack the orchids so poorly that one was damaged by frost. I have received 4 shipments from different growers on the same day. Only Norman's Orchids shipment failed to arrive in good condition. Customer support is very bad too. A email has to be supported by a phone call. Without that, even if they get back to you, you are treated as an annoying fly. A response is so inadequate that it is not even signed. Ordering from them is like buying a lottery ticket.
|On Jan 19, 2010, 730margie Elkins Park, PA wrote:
I've been buying orchids from this site for many years without problems.
|On May 26, 2009, annina Long Beach, CA wrote:
My daughter bought me three orchids for Mother's Day. I'm pretty good with orchids: they've always survived! One of the three looked semi-dead when I got it, and it's been getting worse.
On May 26, 2009, Orchids.com (Norman's Orchids) responded with:
"On May 27, 2009 10:21 AM, Orchids.com (Norman's Orchids) responded with:
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.
|On Nov 25, 2008, jal123 Morrisville, PA wrote:
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.
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:
"On Mar 12, 2009 4:22 PM, 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.
|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!
|On Jun 5, 2008, fxy593 Burnet, TX wrote:
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.
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."
|On Mar 31, 2008, orchid527 Zionsville, IN wrote:
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.
|On Mar 13, 2008, Stevedp Aliso Viejo, CA wrote:
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.
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.
|On Aug 16, 2007, ScottTaylor (Zone 4a) wrote:
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.
|On Nov 13, 2006, Devoucoux Loveland, OH wrote:
I used to buy some nice plants from this company. Such is no longer the case.
|On Oct 10, 2005, Hilarion Arlington, VA wrote:
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.
|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!
|On Jun 21, 2005, poiboy Wallingford, CT wrote:
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 --
|On Feb 27, 2005, GailHelen Aliso Viejo, CA wrote:
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.
|On Feb 8, 2005, ElizabethK Mars, PA wrote:
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.
|On Jun 10, 2003, triviologist Buffalo, NY wrote:
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.