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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.