On Aug 17, 2009, Jeni_Zach Columbia City, IN wrote:
We ordered trees (10) total on 3/19/09 and was told that our credit card would not be charged until shipment. Trees were supposed to ship on 5/5/09, which didn't. We emailed them and stated we would like the trees beforehand and was emailed back that as soon as they were rooted they would be shipped. The shipment didn't arrive until June 09 and at that time we received 5 of the 10 trees.
Upon prompt phone call to the company we left a voicemail we only received 5 of our 10 trees and need to know where the other 5 are. No phone call so an email was sent twice. Still no reply. Then in latter June we get a shipping invoice wanting another $10 (on top of the $10) we paid already due to shipping being more than expected. We again promptly contacted the company with no luck but a voicemail and left a message that we wanted our other 5 trees, and didn't feel we owed another $10 in shipping as we only got 5 trees and they have had our money since March for something they have never delivered a full order on and now they want another $10.
No luck on a return email or phone call. Another voice mail was left and now the message says their season is over and they will not ship until the fall again. So here we have waited to fall and I try to call today to get an update and are greeted with 800-596-9437 (disconnected) 563-872-3025 (disconnected) website (not online anymore)
Very disappointed in this company, lack of follow up, processing order, timely customer service, response to phone calls, response to emails.
I placed an order with Cascade via the net. When I received my order confirmation, Cascade had billed at a higher price than that quoted on their website and on my order. I didn't want to go that high, so I called to cancel. They would not refund the full deposit they had charged to my card, even though I cancelled a few days after receiving their confirmation. In addition, the transaction was processed in early November when they couldn't have been affected by the cancellation. I've had to resort to a cardholder dispute to try to get all my money back. It's a shame that a company will create ill will over such a little sum of money. Can they be so hard up? Amazingly, their web site still lists the product at the lower price.
On January 8th, 2007, pyrogeknik added the following:
I'm afraid there is no way this rating will ever change from negative. The tactics employed by this company to thwart my efforts to obtain a refund are, in my opinion, unethical and unprofessional. Go to Lawyers Nursery instead, where they know how to treat customers well.On Dec 19, 2006, Cascade Forestry Nursery responded with:
"I'm sorry that this customer has chosen to write these comments regarding our company. This situation was taken care of, and was entirely an honest mistake. It went on too long, and was unfortunate, but unfortunately this customer also neglected to mention the fact that he was reimbursed totally, and we NEVER disputed the credit due him. As always, we feel badly when a customer has a bad experience because it is never a company's intent, but never were dishonest or unethical practices used in this matter. His comment not only hurts our company, but the many good people who do work here.
I'm sorry for his experience, but even more so that he chose to make it a public venue.