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On Aug 24, 2012, kelvindechan Fair Oaks, CA wrote:
I ordered 10 plants Estimated shipping $55.47
I was notified by Bryan that 2 of the plants were not available, the mix up was caused by the web browser caching my shopping basket
so if I had cancelled that order and re-ordered the rest of 8 plants again, I would pay shipping of $43.48.
When the plants were shipped, they refunded the 2 plants but not the shipping cost because they had spent more than $43.48 on shipping.
If the shipping calculator is incorrect, may be it needs to be adjusted. People expect to pay the advertized price. Especially when you advertized the shipping policy "We don't charge the customer if we underestimate shipping cost."
After several back and forth emails, Bryan finally reluctantly refunded the shipping difference with the note that they don't want my business. At this point, I'd have to say that the issue was resolved with mutual agreement that we won't be doing business anymore.
Lessons learned, if you're to oder from this vendor, there's any mix up, cancel your order, start fresh. Once they take your money, you'll have to fight to get the difference in shipping cost.
On Aug 24, 2012, Montoso Gardens responded with:
"On Aug 26, 2012 6:36 PM, Montoso Gardens responded with:
I'm sorry that Kelvin wasn't happy with our service but I guess you can't please all the customers all the time. We estimate shipping by using a percentage of the order total, but it is impossible to accurately estimate plant shipping prices, since there are so many factors involved, especially plant height (box length). Since many of our plants are actually taller than advertised, many times actual shipping is more than estimated shipping.
Kelvin paid $55.47 in estimated shipping, and actual shipping for his large order was $61.90. We covered the extra $6.43 that other nurseries or online businesses would charge to the customer. Then Kelvin demanded that we refund an additional $11.99, which we also did. I feel he is being very unfair giving us a negative rating, since he got all the plants he ordered and all the refunds he wanted."