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|On Jul 1, 2012, chlorophyll646 Tanglewilde-Thompson Place, WA wrote:
Posted on May 17, 2012, updated July 1, 2012 "On Jun 3, 2012 3:08 PM, Swallowtail Garden Seeds responded with: Our email records are not in line with what our customer is reporting. Had we received these emails we would have responded. We have not heard from this customer except through Daveís Garden. We previously invited the customer to contact us using our toll free number in order to receive a quick, no hassle refund. The customer has not done this.
"On Jun 3, 2012 3:08 PM, Swallowtail Garden Seeds responded with:
Our email records are not in line with what our customer is reporting. Had we received these emails we would have responded.
We have not heard from this customer except through Daveís Garden. We previously invited the customer to contact us using our toll free number in order to receive a quick, no hassle refund. The customer has not done this.
|On May 14, 2012, PlantMomto3 Nevada, MO (Zone 6a) wrote:
I really hate to leave a negative review. I have ordered three times with this company (twice this year). I am not a novice and I follow directions. My problem was with germination rates. Very, very disappointing. I order from several different companies and these were terrible. I have a greenhouse and I spent hours preparing flats just so 11 out of 75 seeds would sprout (one variety). I think about 10 carrots sprouted (planted directly in the garden). 6 zinnias out of 72 planted. I know it's not me because my seeds from other vendors had excellent germination rates. I am just at a loss why this happened.
On May 14, 2012, Swallowtail Garden Seeds responded with:
"On May 15, 2012 10:44 AM, Swallowtail Garden Seeds responded with:
All of our seed is germination tested and 100% guaranteed.
|On Mar 7, 2012, SeniorGardening Sullivan, IN wrote:
Posted on March 6, 2012, updated March 7, 2012
On February 14th, 2012, SeniorGardening changed the rating from negative to neutral and added the following:
After emailing Swallowtail today, I received a very pleasant call from Lynn, the co-owner of Swallowtail. A refund has been posted, and she apologized for the incident.
We had a very pleasant conversation about seeds, gardens, teaching...
Sometime in the future, I'll give them another try.
On March 6th, 2012, SeniorGardening changed the rating from neutral to negative and added the following:
The refund Swallowtail promised in February for the bad geranium seed they'd sold me in December still hasn't appeared on my credit card...in March! While the credit card company has 30 days from the request to post the refund, they also advised, "We understand the situation and we would like to inform you that we have not received any refund from the merchant to your account."
Swallowtail says, "I checked with our credit card processing company and the credit has been taken from our account and applied to your card."
There's obviously a problem somewhere, as I still don't have the refund Swallowtail promised for the bad seed. The credit card company has never screwed up like this in the past, so I'm inclined to put the blame on Swallowtail. While they've answered emails and called (but only after I first embarrassed them here with negative feedback), they've not resolved the situation for which they are ultimately responsible.
Swallowtail could have contacted the credit card company to resolve the problem, or pushed their credit card processing company to resolve the issue. They could have even just cut and mailed a refund check to me. But instead, they've chosen to try to put their failure to make a refund on me. So I'm changing the rating back to a richly deserved negative.
On March 7th, 2012, SeniorGardening added the following:
Refund finally received.
On Mar 7, 2012, Swallowtail Garden Seeds responded with:
"On Mar 7, 2012 2:42 PM, Swallowtail Garden Seeds responded with:
As SeniorGardening reports above, ďthe credit card company has 30 days from the request to post the refund.Ē We contacted all the proper sources, including the customerís personal credit card company, to find that the refund of $10.43 was given on 2/14/12 and posted to their account on 2/22/12. "
|On Feb 10, 2012, vitrsna Colima,
Mexico (Zone 11) wrote:
Posted on February 9, 2012, updated February 10, 2012
On February 10th, 2012, vitrsna added the following:
I received a reply from Swallowtail Garden Seeds that said they had "proceeded to send me an email but hadn't received a response from me". In return i sent them copies of an email they sent to me and my response (both dated January 1st). They don't seem to have a clue about what is going on in their own company. I notice in other excuse responses to negative feedback, they have used this same tactic of saying the customer did not respond. It appears the truth is closer to "we don't know if the customer responded or not". This company does seem to make rather elaborate excuses for their irresponsible business practices. There are so many good seeds companies available with which to do business that i would not do business with this company again.
On Feb 10, 2012, Swallowtail Garden Seeds responded with:
"On Feb 10, 2012 12:24 PM, Swallowtail Garden Seeds responded with:
We are sorry that there has been a lot of confusion regarding this customerís experience. Her situation has been thoroughly researched and below is what transpired:
|On Apr 27, 2011, SteffieM Princeton, NJ wrote:
Posted on March 27, 2011, updated April 27, 2011
On April 27th, 2011, SteffieM added the following:
To re-confirm: terrible company. Order date, March 11. Received last two seed packets on April 13. Sent several increasingly irate emails (also two more phone calls to their answering machine) asking to cancel the remaining order, refund money and NOT send the two seed packets. Also informed them that if the order wasn't canceled I'd add to this negative review. Do I need to note that I received no response? Next will write to the Better Business Bureau.
Dave's Garden provides a wonderful review service. There are so many excellent gardening companies with living customer service employees and respect for their clients.
On Apr 27, 2011, Swallowtail Garden Seeds responded with:
"On Apr 27, 2011 2:53 PM, Swallowtail Garden Seeds responded with:
During peak season, we are inundated with emails that range from the simplest questions to the biggest issues--and they come in 100s at a time.
|On Apr 26, 2011, utbiochemiss Novelty, OH wrote:
It takes a lot to push me to make the effort to go and make a comment about a business, but Swallowtail really deserves some serious criticism. First, they billed me for items that were out of stock/discontinued, no longer available - even though they let me place them on my order. Second - they sent me what they called a "free gift" to replace the seeds that weren't available - these seeds were the same except not the color I wanted - and not even close. What really gets me is - how are these free? This "free gift" is to replace the seeds they billed me for but are not available - how is that free? How about keeping your seeds and refunding the charge!! The worst part is that I spent $140 with their company and the seeds that they DIDN'T have were the ones I really needed the most..Also - other comments on here about not being able to get ahold of these people are accurate..NEVER AGAIN.
On Apr 26, 2011, Swallowtail Garden Seeds responded with:
"On Apr 26, 2011 8:34 PM, Swallowtail Garden Seeds responded with:
We are really sorry to hear this person has felt this level of frustration and disappointment. It is possible that we charged for an item we didn't have in stock, given the high volume of orders this time of year. However, it is our policy to refund an item in full, and we frequently provide a free gift as a show of good will.
On Apr 27, 2011 3:45 AM, Swallowtail Garden Seeds added:
Investigation into this order proved somewhat difficult, as the customer used a different last name than "Martin" when placing this order.
|On Mar 29, 2011, Petunia_Garden Houma, LA wrote:
Ordered from 3 other suppliers from across the country days after ordering from here and recieved my seeds. Have not heard anything from this company other than taking my money and not answering my phone calls or emails.
On Mar 29, 2011, Swallowtail Garden Seeds responded with:
"On Mar 29, 2011 10:21 PM, Swallowtail Garden Seeds responded with:
2011 has already been an amazing season for us. After implementing major changes in the last half of 2010, we are currently on a pace to post our biggest sales year in our 13 year history, sometime this April - in just the fourth month of the year.
|On Apr 26, 2010, crochetedgirl Holland Patent, NY wrote:
I have made purchases from this company for 3 years with good results. This year they said they sent out my order in 2 shipments, and gave me confirmation numbers, but only one of the shipments was ever sent out. I called 4 times requesting them to call me back. They never did. They had charged me the entire order. I told them they needed to ship me the items they never sent, they did send me the seeds, but they rebilled me again. I tried calling them 2 more times, and they never returned any phone calls. So I contested it with my credit card company, and they couldn't contact them either! The credit card company refunded my money as a reliable customer! I will not buy from them again!
|On Apr 7, 2010, janmalysz Warsaw,
I placed an order with Swallowtail Garden 11. 01. 2010
|On Apr 6, 2010, chigeritch Shawnee, KS wrote:
I find myself very disappointed with the custom service, or rather lack thereof, at Swallow tail seeds this growing season of 2010. Having ordered from Swallowtail in 2009 with great results I did not hesitate to place another order this season back on 1/8/2010. Received part of my order on 1/15/2010 with a note that the rest of my order was back ordered and would be sent in two to three weeks. The back order never came, when contacted; the only response from the company (Lynn) was they would check into it. Yesterday I finally received one of the three packages of seeds on the back order, with a note that the others were out of stock. I'M SORRY; when I contacted the company about my back order the other seeds were still available, as I had checked. Swallowtail seeds have some issues on following up on ordered out. The seeds I received yesterday should have been started a month ago to be ready to transfer into the garden and do me no good at this point in the growing season.
On Apr 6, 2010, Swallowtail Garden Seeds responded with:
"On Apr 6, 2010 3:37 PM, Swallowtail Garden Seeds responded with:
This customer had issues with 2 of the 13 items ordered. One was a back-order for which our grower experienced a crop failure, the other item we did send late.
On Apr 6, 2010 3:37 PM, Swallowtail Garden Seeds added:
This customer had issues with 2 of the 13 items ordered. One was a back-order for which our grower experienced a crop failure, the other item we did send late.
|On Mar 31, 2010, l_m_stephenson Saint Louis, MO wrote:
Bad customer service. I ordered about 35 dollars worth of seeds and the bulk of the order shipped within a couple of weeks. I have had pretty good germination rates with the bulk of the seeds.
|On Mar 18, 2010, bjplack Benton County, AR (Zone 6b) wrote:
I'll never order from them again. I had success with 12 other companies seeds. Yet Swallowtail's Campanula,and Rockcress seed resulted in zero success. Zero success twice with customer service as well.
|On Mar 4, 2010, brewster6 Ocean Springs, MS wrote:
I made a small seed order with this company (thank god) back in January 2010. I waited the customary 2 weeks and then after another week I e-mailed as to what happened to my order.A person named Lynn answered and said she would check on it.After another week or so with no responce I e-mailed again, Lynn responded that she was still checking and that I would get a answer in 24 hours.After a couple of days with no word I wrote again, no answer.I wrote again and this time I told them my patience was running low and If I did not hear from them I would consider the case closed and write my loss off as a bad experenice.I also told them I would write a neg. report to the garden watchdog.Thinking this might get someones attention. Either nobody cares or they have all gone on vacation.I had high hopes with this company because the positive reports out weight the negitives.But my experenice was negitive.
|On Feb 8, 2010, ellenr22 Whitehouse, NJ wrote:
I placed an order online with the company. Within an hour I changed my mind, and called to cancel. And e-mailed the cancelation. Over the next 7 days I called and e-mailed. I never got a response. There was only an answering machine no matter what time of day I called.
|On Jun 5, 2009, socaligardener Long Beach, CA wrote:
POOR CUSTOMER SERVICE-THEY IGNORE YOUR CALLS AND NEVER CALL BACK WHEN THEY SAY THEY WILL.
|On Jun 3, 2009, baliangel Knoxville, TN wrote:
On may 9, 2009 I placed an online order. I did get a confirmation and the product would be delivered by May 12.
|On Oct 30, 2008, bigcee Casa Grande, AZ wrote:
In the past month I have ordered 2 small orders with this Company and both times I had to call to find out when my order would arrive. I never got to talk to a rep, just leave a message. E-mails go unanswered. Both time it took over 10 days to get from Cal. to Arizona. If you have LOTS of time, these are your folks.
|On Mar 6, 2008, Lala_Jane North West, OH (Zone 5b) wrote:
This is the first time I have ever left negative feedback for anyone anywhere. And I hate it. But I feel that I must express my disappointment.
|On Feb 20, 2007, turtle_girl Westminster, MD (Zone 6b) wrote:
I have to agree with kqcrna in Cincinatti. I've yet to figure out why this company is so highly rated...and I'm fairly easy to please. My initial reaction was to give them a positive rating with suggestions on how to improve their website and customer service. However, problems with my order and a lack of communication from the company have soured me on this experience.
On February 22nd, 2007, turtle_girl added the following:
Though I appreciate the amount of work and dedication that goes into running a small business, there is a certain level of service that is expected of any establishment large or small. I don't feel that level was met in the way this company handled my order, especially compared to the service I've received from similar companies.
I also appreciate this company's high standing among DG members, but I can only speak for my own experience. Anyone researching this organization will see that it was unique.
Lastly, if this gentleman had put even half as much time and effort into communicating with me about my order as he did to responding to a "negative" rating on this site, I would have given his company a glowing reference. I don't want a refund. I just wanted a little communication and some information on how to sow the seeds I ordered.
My back ordered items finally arrived yesterday. If I get decent germination rates, I will change my rating to neutral.
As it is, my rating stands. Here is a further explanation as to why:
-Although the company does indeed have an impressive selection, there is no search engine to weed through it (something which is fairly standard in online retail) (Note: though I never mind browsing through seed catalogs, this makes ordering difficult because of the next issue)
-If you take too long trying to find everything you want, their website empties your "cart" and you have to start all over again
-Although they do offer a toll-free fax line for placing orders, their customer service phone line is not free to the customer (again, something which is fairly standard in any retail)
-Order processing is very slow compared to other seed companies (Case in point: I placed similar sized orders with Territorial and Swallowtail on the same day. Territorial shipped my order within two days and sent me an email to let me know it had shipped. Swallowtail shipped my order two weeks later and sent no email.)
Deal Breakers (for me):
-One of the items I ordered was sold out for the season and another was on back-order. The company did not notify me of this until almost 3 weeks after I placed my order and I received the rest of my seeds. Because their products are time-sensitive, someone from the company (or even an automated email) should have let me know this so I had the option to order elsewhere and still get the seeds in plenty of time to give them a good start.
-I called them (2/12?) to find out what was going on with my back-ordered items and asked that someone return my call. All I got back was an email saying they planned to send out the rest of my order later that week and I should get it soon. As of 2/20, my seeds were still MIA and I had heard nothing more from the company on whether they had even been shipped.
-Only a few of the items I ordered contained information on ALL three of the basic seed sowing questions (how deep to sow the seed, how many weeks before last frost to sow it, and how many weeks before/after the last frost to transplant it). Though their site does contain a very detailed and helpful page on general seed starting information, I needed info specific to what I was planting. I'm not a novice, but I also don't know all that info by heart. I ordered three dozen varieties of seeds from this company alone. The owner's suggestion that I call him for that info seems a little unrealistic, especially considering I couldn't even get someone to call me back about the status of my order.
On Feb 20, 2007, Swallowtail Garden Seeds responded with:
On Feb 20, 2007 6:53 PM, Swallowtail Garden Seeds added:
First: We are a family run business and we sell seeds because we love it and we are certainly disappointed if anyone is unhappy. If this customer will contact us we will refund their money and they can keep all their seeds from their "large" order and it will cost them nothing. And they didnít have to post to get this deal, we offer this to everyoneóit is our standard way of doing business.
|On Jun 26, 2005, Plant_Geek Chardon, OH wrote:
Over priced seeds that did not come true to type. Poor customer service.
On Jun 26, 2005, Swallowtail Garden Seeds responded with:
On Jun 26, 2005 8:42 PM, Swallowtail Garden Seeds added:
It is our commitment that any customer who contacts us with issues about "true type," germination or any other concerns about the quality of their experience with our seeds will be dealt with quickly and generously. Although we don't have a record of shipping to Chardon Ohio within the past 3 years (we do understand the shipping address could have different) we have contacted this person through this web site and offered a full refund.