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|On Jul 23, 2014, jasarthur Brentwood, TN (Zone 6a) wrote:
This was our first time ordering from this company, and I was so impressed when the box arrived. Everything was so well packaged...it looked like they truly cared about pleasing their customers. Then a couple plants took a turn within a few days and I immediately submitted a form on their website asking for replacements. They replied and opened a ticket, but requested photos of the plants in question, which I thought was odd since no vendor has ever made that request in our 40 years of gardening! But I went ahead and sent them photos--and heard nothing back. After almost two weeks, I wrote to them asking if they were going to honor their guarantee. NO REPLY. Then I submitted another online form from their site asking what the problem might be. STILL NO REPLY. My only recourse is to call them and hope I reach someone who cares. As it stands today, I am thoroughly disgruntled by their bad business practices and will never do business with this company again.
On Jul 23, 2014, The Growers Exchange (aka The Grower's Exchange) responded with:
"On Aug 1, 2014 10:50 AM, The Growers Exchange (aka The Grower\\\'s Exchange) responded with:
Hello! We are working hard to find you! We\'ve searched out Customer Relations Management databank (where all communication comes in and out) with the ticket numbers above - unfortunately, we can\'t post a screen shot but it says: \"opps, we couldn\'t find a match\"! You may have just spoken to our Customer Support member, Cathy, who is trying hard to figure out where any communication may have gone using all the email addresses you provided. This is a really easy fix, but I can promise you that we HAVE NOT been ignoring you ~ the email address you provided doesn\'t turn up in a search either ... a quick call back and we\'ll fix the issue but it wasn\'t that you were being ignored. We have NO IDEA where any and all communications have gone, but we probably need to use the phone!
On Aug 4, 2014 9:35 AM, The Growers Exchange (aka The Grower\'s Exchange) added:
Please give us a call: 888-829-6201 so we can figure out a remedy! We are here to help and make this right but we need a bit of help! Ask for Customer Service: we are here M-F, 9-4 ET. "
|On Jun 29, 2014, jrn High Point, NC wrote:
Posted on June 29, 2014, updated June 29, 2014
On June 29th, 2014, jrn added the following:
Of the ten plants I ordered, five are dead, one has started blooming, one looks like it may bloom soon, one looks like it may or may not survive and two are barely hanging on...
On Jun 29, 2014, The Growers Exchange (aka The Grower's Exchange) responded with:
"On Jul 2, 2014 4:33 PM, The Growers Exchange (aka The Grower's Exchange) responded with:
Hello Mr. Nelson:
|On May 28, 2014, matp Westmere, NY wrote:
I had a poor experience with this company. Half the plants in my initial order were the wrong plants, and some of the others were in very poor shape (and did not survive). After they sent replacements for the plants I was supposed to have gotten, I find that these are the wrong plants too!! Now they are claiming that these are the plants I ordered. Nonsense. I have ordered from this company for years now, but they have really gone down hill, both in terms of quality and customer service. I would not order from this company again.
On May 28, 2014, The Growers Exchange (aka The Grower's Exchange) responded with:
"On Jun 17, 2014 2:20 PM, The Growers Exchange (aka The Grower's Exchange) responded with:
|On Jul 19, 2013, dodawa2c Frewsburg, NY wrote:
I will NEVER order anything from Grower exchange again ! The plants I ordered arrived in poor condition and half of them never made it through the hardening stage. I sent photos back to the company showing them how badly they looked right out of the box and instead of just sending me new plants they allowed me a CREDIT on my NEXT order!
On Jul 19, 2013, The Growers Exchange (aka The Grower's Exchange) responded with:
"On Jun 17, 2014 2:24 PM, The Growers Exchange (aka The Grower's Exchange) responded with:
Sorry that we missed this; a bit late but we did want to address the issue. We did provide credit as we had stopped shipping in mid-summer. We do stand behind our plants, in fact we really care about both the plants and customer satisfaction. No one would appreciate a box shipped mid-summer when our outside temps are in the mid-90's. We begin fall shipping in September, so the credit was intended to provide an opportunity to reship.
|On Apr 16, 2012, Aeyla Lake City, FL wrote:
Posted on April 9, 2012, updated April 16, 2012
On April 9th, 2012, Aeyla changed the rating from positive to neutral and added the following:
I had three of the 9 plants I order not make it. When I emailed them for replacements, I was told that I needed to send them pictures of the plants. This made me feel like they were accusing me of lying about them dying. I followed their instructions but the three just did not make it thru transplant shock. They were in the perfect place in the garden (two in pots) but they were not strong enough to make through the deliver and transplant. I told them not to bother with the replacements because I was offended & would not be doing business with them again. This is their reponse.
No offense intended; we've been growing and selling for over 30 years. When we have an issue, we consider it a problem to be solved. The only way we can address problems is to know exactly what we are dealing with - and the photos are our best instrument for problem solving.
You should be happy that you are working with qualified growers who only want to keep getting better.
I can offer no apology - our policy is crystal clear and we stand by it. It is not intended to offend customers, it's a means by which we assess issues.
We are sorry to loose you as a customer.
So no apology because their policy is crystal clear. Only stupid people like me would be offended by their wonderfullness LOL Ok sorry but they are just a little to full of themselves. The other plants are doing fine and I have no problems with them. I only have problems with the attitude of the company. So this inexperienced (25 yrs is not enough I guess) gardener will shop elsewhere.
On April 9th, 2012, Aeyla added the following:
Oh and as you see below when I had a favorable post they were so willing to replace the plant that got smashed (this was one that did not make it)
On April 16th, 2012, Aeyla changed the rating from neutral to negative and added the following:
Ok so I have again been called out as in the wrong, and this wonderful company the best of the best. Sorry guys look at the NEW negative comment above mine. You did the same to this person.
All I can say to anyone buying from them. I think they have Quality plants and if you are willing to jump through hoops if anything goes wrong order from them.
On Apr 16, 2012, The Growers Exchange (aka The Grower's Exchange) responded with:
"On Mar 27, 2012 7:24 AM, The Growers Exchange (aka The Grower's Exchange) responded with:
Thanks so much for the kind feedback! We've worked really hard to develop shipping methods that would not only be sustainable, but would allow our plants to arrive in the best condition! We take the utmost care in packing our plants, because we certainly don't want you to receive something that we wouldn't plant in our own garden. Please contact us immediately if you see that the plant you mentioned has not perked up, and we will be happy to resolve things for you. Thanks again and have a great spring!
On Apr 10, 2012 8:44 AM, The Growers Exchange (aka The Grower's Exchange) added:
As I stated, there was no offense intended. The only intention is to make sure that we solve problems in order to get better at what we do. Requesting a photo of the plants in question allows us to review and assess. It's a vital part of our problem solving process and that is stated on all of our materials as well. The response that we received upon requesting the photographs:
On Apr 10, 2012 8:51 AM, The Growers Exchange (aka The Grower's Exchange) added:
We are not in the business of offending customers nor do we want to loose customers. However, we do want our customers to understand our policies and procedures and that is why we require our customers to read and accept our polices prior to check out. An overused but very appropriate term is 'transparency' - as long as we are open and honest with our customers, and as long as we feel that our policies are appropriate and fair, then we will continue to build on a business that has been growing and selling plants for over a quarter of a century. We are very sorry to loose business, but again, we cannot apologize for our stated policies.
|On Apr 12, 2012, cjca07 Brunswick, GA wrote:
My plants were promised in mid-March, but did not arrive until mid-April. In this La Nina year, that means I can't put them in the ground until next fall & they will have to summer over in pots as best they can.
On Apr 12, 2012, The Growers Exchange (aka The Grower's Exchange) responded with:
"On Apr 16, 2012 8:52 AM, The Growers Exchange (aka The Grower's Exchange) responded with:
|On Apr 8, 2012, sylvanaranyani San Diego, CA wrote:
Posted on April 6, 2012, updated April 8, 2012
On April 8th, 2012, sylvanaranyani added the following:
Growers Exchange does not stand behind their product, they did not offer to make good on the sale with refund or exchange. I'll shop at local nurseries for service and quality.
|On Aug 27, 2011, Carolchad1 Fayetteville, GA wrote:
I had a bad experience in several ways with The Grower's exchange. I placed my order March 31. They charged it to my credit card immediately. I did not receive my order. When I asked about it they said they were waiting for a few of the things that I had ordered, and asked if would I like to wait until May 1. I said yes. May and June came and went. Meanwhile the items I had ordered went on sale - I was still waiting for my full priced order and they were sending me e-mails about all the sales they were having on the items I never received but paid full price for. I asked again where my order was. They then sent 3 things out of the 7 things that I had ordered. They said they were sold out of 4 of the items. The main item that I had wanted they were not sold out of according to correspondence but they did not send it - a shipping error. I still wanted that item which was why I ordered with them in the first place as no one else had this item. I e-mailed them back several more times about this item, and no response. I got a pay pal refund, but you get charged a fee so I lost money also. This company seems very disorganized, I don't like how they charge your charge card immediately rather than waiting until the item is shipped, and their customer service was customer no service. I will not order anything from this company again.
On Aug 27, 2011, The Growers Exchange (aka The Grower's Exchange) responded with:
"On Aug 29, 2011 2:02 PM, The Growers Exchange (aka The Grower's Exchange) responded with:
Wow! I thought the most recent hurricane we weathered was tough!
|On Sep 20, 2010, tmdono Huntington, NY (Zone 7a) wrote:
I too have a problem with their packaging. Plants are taped into cardboard holders with nothing to hold the soil in the plastic pots. My plants arrive with soil spilled into the box (and out of the pots) and plant labels scattered. The plants themselves (tarragon, achillea) were in passable condition at best.
On Sep 20, 2010, The Growers Exchange (aka The Grower's Exchange) responded with:
"On Sep 25, 2010 1:50 PM, The Growers Exchange (aka The Grower's Exchange) responded with:
Hello Friend: This email was sent to the hundreds of folks that have received shipments from The Growers Exchange in the past 2 weeks. We really mean EVERY word we write - I've been in this business for 30 years now, and I wouldn't be where I am without the exchanges between me and my customers. I WORK hard to make sure that you get what you need - it's your hard earned money and my sweat and tears. We need to get this right. But, I can't help you if you don't help me. I am really sorry about the packing, and as you can see below we made a slight change and corrected it right away - I figured it out quickly thanks to customer response. I am growing BIGGER plants and not charging any more for them. I was hoping to get rid of the adapters with the larger pot size .. live and learn.