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Posted on June 12, 2012, updated June 12, 2012
Posted on June 8, 2012, updated June 12, 2012
Recently, I requested a catalog from SSE. I loved it and the idea of connecting with SSE Member's through the yearbook, I decided to join. At no point upon ordering the catalog did I get any sort of password so when I went to join SSE, I was told I had an account. Instead of a working lost password button, you get an onscreen message saying you have to call the company. Fastforward to new account (which I need to have corrected, but not part of my negative concern with SSE), I opted to join as a member under the reduced/fixed income as I am a 100% disabled vet ($25) and the flower/herb option ($10). I reviewed the order and placed it for $35.00 while knowing that I STILL have to call to order the yearbook since that isn't an option (another frustration) when purchasing membership. Upon checking my bank account for pending charges, it shows $50.00 to SSE. I try to call and have to leave a message for a call back on Monday to try and sort this out. So far, I am not happy with the web site ordering process, incorrect charges or having to set up a "second" account when I didn't sign up for a first one. Based on my experiences, not having a customer service rep available on weekends is outside the norm these days and only leads to further frustration. So far, I am a very unhappy consumer and considering foregoing any membership with them.
On June 12th, 2012, Waldeburg added the following:
Update as of 12 June 12, I have yet to hear back from anyone at SSE and the charge on my credit card has turned from pending to charged.On June 12th, 2012, Waldeburg changed the rating from negative to neutral and added the following:
Updating this to neutral based on my having to reach out to SSE a second time to resolve the matter and the difficulties with the website. I was able to get my account sorted and the charges corrected on the membership fees. SSE even stated they would provide both 2012 yearbooks without charging shipping. I did place an additional order for some seeds today. I am sure that will pan out fine.On Jun 12, 2012, Seed Savers Exchange responded with:
We value your feedback as a customer and appreciate the opportunity to respond to your concerns. Iím very sorry to hear of your negative experience with us. We did get your message over the weekend and were happy to be able to speak with you today to resolve the situation. Thank you for contacting us directly, we appreciate being able to make things right.
On Jun 14, 2010, connoisseur Indianapolis, IN wrote:
The problem with this company is that it doesn't tell you it is out of something until you receive your order. Surprise! You open the package and discover the item you really wanted (the rest you had just ordered as filler), the company is out of. Oh, the company didn't bother to tell you after you placed the order that the item was no longer available. It just added the note to the shipment box. How about some organization and communication!
On Jun 14, 2010, Seed Savers Exchange responded with:
We apologize for the inconvenience with this order. This is a rare problem and one we take several precautions to prevent. Occasionally we run out of seed or are otherwise unable to fill catalog offerings. In these instances the item is flagged in our system as backordered or sold out. While we are not sure how Connoisseur placed the order, here is the usual protocol.
Phone Orders: We alert the customer on the phone when an item is not available.
Web Orders: Items flagged as unavailable cannot be purchased online.
Mail/Fax Orders: When an item is unavailable as listed in the catalog and the customer prefers not to accept a substitute, we contact the person. If we do not hear anything back from the customer, whether via email or phone, we process the order as it is. We would rather have them receive what is available and work out the details on the remainder of the order later. Unfortunately in this specific case it did not turn out very well. We encourage customers to email us at firstname.lastname@example.org and we will work out all the details.
We will respond also through Dmail to learn the name/address of Connoisseur and research the audit trail to make sure that we took the steps we needed for this person. We apologize for this breakdown of communication, but welcome the feedback.
I was impressed with the tremendous selection, and the mission of SSE so I called them regarding an order I wanted to place. I let them know it was important that I receive the seeds quickly, since they were for our annual garden tour, for a display garden to be grown from seeds. I was assured the seeds would be shipped quickly, so I placed the order, asking that the seeds be sent to a friend who would germinate them. Several weeks later, I learned the seeds had not arrived at my friend's house. When I called SSE, I learned that the seeds had not been shipped due to a minor error. I reminded them about our earlier conversation, and asked if they would expedite shipping. The person I spoke to was apologetic and polite, and she did offer to personally make sure the seeds were sent out that day, but did not agree to ship by an expedited method. Under the circumstances, I thought they should have done so. I'll follow up this feedback when the seeds arrive.
On Aug 29, 2003, berrygirl Braselton, GA (Zone 7b) wrote:
I ordered from them first time this spring. I felt I didnt get good germination so I called the co. They sent me TWO pks of seeds instead of replacing the one and I was very impressed b/c theyre not a big name outfit and im sure theyre budget is tight. I will be ordering heirloom seeds from them again!!!
On January 12th, 2006, berrygirl changed the rating from positive to neutral and added the following:
Maybe I have a bad memory but I don't ever remember getting very tiny seeds from SSE that were not also in a glassine envelope. When I opened my petunia seeds they all spilled out on the floor. I was expecting them to be in another envelope, and when I opened the glue flap, they fell out!
If I am wrong about this, then I apologize in advance. I am sure though, that in the past they have always been in glassine envelopes.