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On Mar 16, 2012, ShoreShot Atlantic Highlands, NJ wrote:
Ordered bulbs from longfield gardens website. Order process was disaster. Ship date was in the past. Emailed customer service and got no response. Got no order confirmation via email. The only thing I had was the order confirmation which appeared on the screen that when I called the number or emailed received no reply. This was a LOOOOONG time ago. Packages have yet to arrive but I've been charged. I have now called/emailed to request to cancel order but no way to get through. DO NOT ORDER FROM LONGFIELD.
On Mar 16, 2012, Longfield Gardens responded with:
"On Mar 29, 2012 1:32 PM, Longfield Gardens responded with:
I have reached out to you 3 times over the past week an attempt to resolve your complaint. I have not heard back from you. At this point, I wanted to address your complaint with the best available information I could provide you.
Our products reach over 500,000 customers a year. We take great pride in offering products and services to our customers that make gardening with our products an enjoyable and satisfying experience. We work hard at providing high quality products, attractive varieties and responsive customer service.
Our goal is to respond to any consumer complaint within 24 hours Monday – Friday. Our internal tracking indicates that we maintain a 99% performance level. On occasion we miss an email and apologize if this is the case with your experience. Without having more details or a response from you we can not address what occurred with your experience. Our best guess is the following:
1. We were in the midst of a major upgrade to the site. It is possible that your note about the ship date and the failure to receive an order confirmation might have occurred in the 3 hour window of us going live with the upgrades. We think at this point the order never completed the order cycle since you did not receive an email confirmation
2. We do not have a record of any order or email from someone in Highland NJ that we did not respond to.
3. We do not charge anyone’s credit card until the order is actually shipped. Many customers order product month’s in advance. When placing orders months or weeks in advance of a shipment our system validates the credit card is valid but does not charge you until we actually ship product. We are very careful about charging someone’s credit card and will not charge anyone unless an actual shipment is made.
We apologize for the experience you had with ordering from our site. We are glad to resolve any issues if you can reach out and contact us.
You can email me at: firstname.lastname@example.org. I am one of the owners and would be glad to address your complaint.
On Jul 14, 2011, torontogrthumb Toronto, ON (Zone 6a) wrote:
I bought this company's bag of 3 "Upright Alocasia" from costco in toronto with "more information" listed under which is the same website and company as Longfield Gardens in NJ
When you search through the "About Us" information, you can find out who they are and contact them.
One out of the three bulbs was already rotten when I bought it, and it is Costco policy that it is an opened package to contact the producer i.e the website. You cannot see most of the bulbs because they are sewn in a double-layered paper bag with a four inch mesh screen only. The bulb size was correct listing them as 9/11.
More importantly, the two other bulbs that are growing are noticeably different when I would expect them to be the same type of plant. After a month of growth, the third full leaf formed on the bulb, they do not appear to be "upright", but instead regular looking elephant ears.
When I contacted this company through their website, I wanted to know the nomenclature of the product I bought so I could look it up and get more information, I never received a response.
Overall, I am not happy. One was DOA (dead in the package), the other two seem too dissimilar, and none of them appear 'upright'.
Good luck getting an answer from them. You are buying what you can see and tell, without knowing what you are actually getting, and no way to find out what you've got!On Jul 14, 2011, Longfield Gardens responded with:
We apologize for not responding to your e-mail. Our policy is to respond to customer complaints within 24 hours and if it is a weekend we respond on the first work day. We must have overlooked the web-form that you submitted. This is clearly our mistake.
I would like to solve this problem as quickly as possible. I can be contacted directly at email@example.com.