On Mar 24, 2015, Steve_in_France Near Paris France wrote:
We have been in the USA for seven years, so ignore the Steve in France bit, it's from when I was growing exotic plants near Paris.
Now . I'm encountering the same problem as a 2014 review. Believed I'd ordered and payed , turns out I have payed and there is no record of what I ordered. I'm now supposed to send a list of what I ordered. This seems to happen so often that Brian's Botanicals has a form email to send out. I've ordered from Brian's botanicals for the last seven years , skipped the last two years. The process in the past was painless. Not anymore !
Paypal as always is the Comcast of internet payments. Amazon payments I never have a problem with.
I now have to spend time making sure I get my money back, 133 dollars . Must add up in lost sales over time.
Posted on May 2, 2014, updated May 4, 2014
Posted on May 2, 2014, updated May 2, 2014
I'm going to start off with a neutral rating in the hopes of changing it to positive in the very near future.
I placed an order through Brian's web site last weekend. I got a paypal confirmation but it doesn't list the individual items that I bought, only the total. I never received any confirmation that showed what I ordered - a standard practice that people expect. I wrote to Brian to ask him about this; I needed a reminder of what I bought because I wanted to avoid duplicating one of the items I *think* I ordered when I go to a semi-local nursery this weekend. I never got any reply.
I also sent Brian a second email asking him a question unrelated to my order and I never got a reply to that.
This morning, about 5 days after I placed my order, I got a paypal refund of my entire order amount WITH NO COMMENTS from Brian to explain why he was making the refund. I sent him an email asking why I got a refund, were all the plants out of stock? No answer so far.
I sell plants through a web site and I personally confirm every order right after paypal alerts me to a payment, thank the customer for their order and tell them when I will ship. I answer all questions, even from people who haven't ordered from me. Communication is as important as quality plants.
On May 2nd, 2014, vorlonken added the following:
Correction: There was a comment with the refund notice. It read, "Order is being refunded due to previous circumstances." I have no idea what that means. I don't think I've ever ordered from him before!On May 4th, 2014, vorlonken changed the rating from neutral to negative and added the following:
I made two attempts to contact Brian to ask him what he meant by "Order is being refunded due to previous circumstances." So far I have been ignored.
To the best of my recollection there has never been any unpleasantness between Brian and I. I have conversed with him in the past and had normal communications.
In my opinion Brian is being extremely unprofessional, and worse than that, he's being childish. Why ignore a sincere request for clarification?
If I were a potential new customer of Brian's I would wonder if he was going to cover his ears and say "la la la la la" if I ever wrote to him with a problem or a question about a plant. If he can't be more mature than this then maybe he should rethink a career that requires customer service and other forms of complex adult behavior.
I placed this order almost a year ago. I have been a gardener for almost 50 years, so I don't tend to give up on plants. I can bring almost anything back to life, take cuttings, etc but I have to tell you that I have been really disappointed with the plants I ordered from you. I have several kinds of Musa in my yard before I ordered yours that do just fine. Yours, not so much. After a year, they are not even 18" tall. The gingers and cannas are the same, sad little things. Not sure what else to say except I will NEvER order from you again because I can't afford to make that expensive a mistake again.
On Sep 1, 2006, fly_girl The Woodlands, TX (Zone 8b) wrote:
I just received A. Robusta and A. Brian Williams in perfect condition. They are a nice size and very healthy. I definitely will be shopping there again.
On January 1st, 2008, fly_girl changed the rating from positive to negative and added the following:
I placed an online order a few weeks ago and completed the transaction with the order going to a different shipping addy than the billing addy. The order seemed to go through okay but was sent to me not the gift recipient. I had to re-ship the order.
I called Brian and my complaint did not seem to be taken seriously and the only solution offered was to have the items re-shipped, at my expense.
I will not be ordering from this company again. On January 1st, 2008, fly_girl added the following:
On Aug 10, 2006, madeintheshade Avondale Estates, GA wrote:
Unfortunately I have to add to the negative commentary. Good business is about communication and follow through. This company does not seem to know how to do either.
Like another posting here, I never recieved a confirmation other than a paypal charge. An initial E-mail inquiry went unanswered. I then received a box of plants that I did not order and one of the plants had no id. No packing slip was included. A second inquiry to Brian's still has gone unanswered. I never received the plant I ordered nor any explanation for the mistake.
On Jul 13, 2006, NorCalBrad Berkeley, CA (Zone 9b) wrote:
I may be a lone dissenting voice in the wilderness of favorable comments, but my experience was far from positive. An order that I placed on the 28th of one month didn't get shipped until the 10th of the following month. There was never a confirmation of my order (only a PayPal charge), and when, after a week of waiting, I emailed Brian seeking the status of the order, I never received a reply. When the plants finally arrived, the two of them that had been wrapped in aluminum foil were in poor condition: wilted, battered, and with badly broken roots. The other plants, which fortunately were in pots, were somewhat small, but well packed and protected.
I greatly respect Brian's knowledge of aroids, and his remarkable efforts at hybridizing unusual varieties and thereby broadening the range of plants available to gardeners, but I would like to have seen a comparable commitment to the practical matters of his mail order business.