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|On Sep 10, 2010, minissa Centerville, UT wrote:
Promised worms by event date --- I even wrote to verify that I had ordered in time. No worms. Response was "Oh, well, we just didn't get our worm shipment this week." Homepage looks like any other vermiculture farm that grows its own. Billed my card immediately. 48 hours ago was promised refund. Nope. Asked to talk to manager and was told "he'll call back in about 10 minutes." This was over 48 hours ago. Emailed and gave them another 24 hours to respond. Still have not seen my account credited (like the worms, it's "pending.") Just wrote to BBB and reiterated what I said in the email: email bursts are *so* easy to send it's unthinkable that with a customer who has said "I need my worms by date X" they wouldn't warn you that their shipment hadn't come in so you could make timely arrangements. Uncle Jim's saved our hides by overnighting. I have asked that PN be responsible for some if not all of the extra shipping cost. This is interstate commerce fraud pure and simple, and my next stop will be the FBI
On Sep 10, 2010, Planet Natural responded with:
"On Sep 15, 2010 10:24 AM, Planet Natural responded with:
Planet Natural sincerely regrets that it was unable to fill the order mentioned above due to a supply error. Planet Natural took complete responsibility for that error and refunded the customer’s money in full. We take exception with the customer’s characterization of events and find several of her claims false and misleading.
|On Aug 14, 2010, linesplice waterbury
United States wrote:
Ordered a few items. There was no indication on the web site they were out of stock or back ordered. It has been over a week and though my credit card was billed the same day I ordered, nothing has shipped.
On Aug 14, 2010, Planet Natural responded with:
"On Nov 1, 2011 9:34 AM, Planet Natural responded with:
Our apologies for not being able to fill your order. Please contact Planet Natural directly so we may offer a more specific explanation. We’re unable to trace your order from the information above. We’ve received NO complaint from anyone in “Waterbury” the listed origination point of your post. We have earlier orders for praying mantis egg cases from “Waterbury” on record, the last from May which came after our seasonal mantis supply was exhausted, none from August, when this is dated. (An “out-of-stock” email was sent and a full refund made for the May order.)
|On Jul 28, 2010, ajnmontana Bozeman, MT wrote:
My two cents, for what its worth: I live nearby and shop locally. Planet Natural is located within a short distance from my home which is convienient enough. They do seem to have just about everything tucked away somewhere among their mess (in fairness, they are moving to a new building and will probably receive a nice makeover). If availability of of a large selection of products at a good price and convieniently located where enough to earn my business (and you would think it would be), I would certainly shop there and recommend everyone do so. However, Planet Natural has the worst attitude and Customer service of any company I can think of across the board from the owner on down to every employee in there. (Their attitude is somewhat apparent in the responses above to detractors, everything is clearly stated, its your fault, not ours and if you don't like it.........), thats not exactly said, but it's what HE means.
On Jul 28, 2010, Planet Natural responded with:
"On Nov 1, 2011 9:38 AM, Planet Natural responded with:
Thanks for pointing out Planet Natural’s large selection of products and fair prices. And please accept our apologies for not being able to fill phone-in orders for pickup. As you note, we do accept phone-in orders, but only for shipment. If you come in to the store, we will gladly help you find the items you request and provide any information you may need to be sure you’re getting the proper equipment. This can be done quickly, depending on how many customers we have in the store when you visit.
|On Jul 5, 2010, Logan009 Bessemer, MI wrote:
I bought 3 mantis egg cases. Only 1 hatched. They stopped replying back to emails. Will never buy from them again!
On Jul 5, 2010, Planet Natural responded with:
"On Nov 1, 2011 9:28 AM, Planet Natural responded with:
The egg cases of the preying mantis are delicate things and require proper conditions to “hatch.” Patience is required. Cutting them open to see what is going on, as you told us you did in our e-mail exchange, stops the young from developing (larvae to nymph) and in effect destroys them.
|On Jun 17, 2010, Dempsey Big Lake, MN wrote:
I ordered lady bugs in late winter for indoor release. I told them in the order they were for indoor release and they charged me for them immediataely but had no intention of telling me they weren't sending them until spring. I cancelled the order and ordered elsewhere (costed a little more). Now I ordered lady bugs from them again since I figured there wouldn't be a problem in summer. They charged me immediately again but days later sent an email saying it would be one month until I got them. Ok so the live bug business may be intermittent fine, but DON'T CHARGE CREDIT CARDS BEFORE THE ORDER IS READY TO GO OUT. Is it just me or is Planet Natural the only garden company that does that? I order onions and potatoes and stuff and don't get charged till spring when they are sent, why should they charge for bugs before they intend on sending them?
On Jun 17, 2010, Planet Natural responded with:
"On Jun 18, 2010 9:12 AM, Planet Natural responded with:
Hello - We use a very sophisticated "Payment Gateway" on our website to ensure that our customers credit cards are processed safely and securely online. More than 300,000 merchants trust this payment processor (Authorize.net) to handle their online transactions -- it is one of the best and most expensive systems available! Unfortunately, this system cannot distinguish if a product is in-stock or not.
|On Dec 24, 2009, IGotWorms Denver, CO wrote:
I order my 500 red wigglers on 14Dec2009, charged my card the next day, but my order was not shipped until the 21Dec2009. The arrival date was suppose to be the 23Dec2009 (2 day free shipping). I guess the 2 day free shipping means longer then 2 days with live worms or anything that is live for that matter
On Dec 24, 2009, Planet Natural responded with:
"On Dec 24, 2009 8:56 AM, Planet Natural responded with:
All worm and beneficial insect orders received through Wednesday AM will be shipped the following Monday or Tuesday. This is clearly stated on our site, including the page in which the worms are purchased. (Note: We ship this way to ensure that NO perishable item gets stuck in transit over the weekend.)
|On Aug 13, 2009, garden_setter Newtown, CT wrote:
Like genessee, I also ordered and payed an exorbitant amount for 2 day shipping, and assuming they had sent my order (since they charged my card IMMEDIATELY) I went down to my PO box two days in a row to pick it up. Now that would not ordinarily be a problem but I have an injured foot that makes it very difficult to get around. Besides, I need the stuff I ordered ASAP, that's why I paid for 2nd day air!
|On May 5, 2008, utbaylordad Junction, TX wrote:
I placed an online order for 500 red wiggler worms. The bill was charged to my credit card immediately, but the worms were not shipped until 11 days later. Their customer service page was constantly down. When the FedEx box arrived, I opened it and noticed a very bad smell that indicated decaying worms, which I found when I emptied them into the worm bed. I will not order from Planet Natural again.
On May 5, 2008, Planet Natural responded with:
On May 8, 2008 12:08 PM, Planet Natural added:
At Planet Natural we guarantee live, timely delivery of our beneficial insects/worms. Beneficial Insect orders received through Wednesday AM will be shipped the following Monday or Tuesday.
|On Sep 22, 2007, alexander3 Bethlehem, PA wrote:
I ordered 48% copper fungicide from Planet Natural. They sent me 10% copper fungicide. I even checked my "order history" at their web site, which confirmed that I ordered 48% copper fungicide. I wrote to them, and they wrote back saying "You were sent the correct product that you ordered." and then said that the supplier no longer makes the 48% solution, and they will update it on their site. Fine, so the 48% formulation is no longer available, but don't tell me I got what I ordered!
|On Jul 14, 2006, genessee Parker, CO wrote:
After ordering and paying an exorbitant amount for 2 day shipping, they waited 5 days to ship out the merchandise. When I called them and politely protested, they were so extremely cavalier that I asked to speak to the manager. The owner of the company came on the line and it was very clear why they have such a poor customer service attitude, despite their advertisements claiming otherwise. They obviously take their cues from the attitude of the owner. The man was loud, rude and an absolute bully. This is by the way the first negative web posting I've ever done on any company, but since this was the "owner of the company" as he loudly proclaimed, I felt it deserved to be communicated to others. Ann Lark in Colorado
|On Feb 19, 2004, 46stew wrote:
I have purchased from them in the past. In 2003 I had placed an order, which was paid in full Spring 2003. Got another billing in late Fall 2003 regarding same invoice. I paid in protest and informed them it had been paid. They eventually apologized, acknowledge error and sent refund. Be sure to keep accurate accounting records if dealing with them.