I've come to place a complaint - GrowOrganic.com

[vfem]

Back in August I placed an order, it was scheduled to ship September 17th. It never did, but I never got an email notice from the site it accepted the order. So I signed into the site and it told me there was no order information for my account. So I thought I screwed up and I placed another order on September 29th.

Then I end up with 2 identical and double charges today.

So when I can, all they can tell me is there are issues with the website and if I have an issue to not use the site or email, to call and that I should have called. (I emailed, no answer) I asked what they were going to do, and they told me to follow their return policy and that I had to cover the return charge on shipping?! They would 'credit' my non-existant account (because when I tried to sign in it said I didn't exist). When I said that's not good enough, she cut me off to tell me there is nothing else she can do and to leave a message for the account manager who will be happy to call me back in 2-3 weeks and sent me straight over to the answering machine!!!

Basically, my message stated I would never buy from them again, and 2-3 weeks to call someone back is ridiculous and I refuse to sink another $1 into a company that treats a customer so poorly and when it was the company that screwed up. Blaming it on the website, well, the website is set up to take orders and to be trustworthy and managable, it was NOT! Then they refuse to take responsibility for their screw up. So I am more then happy to share my unhappy story with whomever I chose to share it with...

Well, I am done venting, and I hope you don't spend your hard earned $$$ with this company which is so poorly organized!

 

[lesa]

Sorry about your bad experience, vfem! As a small business owner, I literally bend over backward for my customers and it makes me mad, when other don't. It always takes me back, when my customers stand and look at me with awe, because I care about them and go out of my way for them... Isn't that the way it should be???? I know you will find another source that will satisfy you.

 

[wifezilla]

If you placed your order with a credit card, call the credit card company and contest it.

If they want their crap back, THEY should pay for it.

 

[vfem]

That's what I'm saying. Why should I pay $13 to have an $11 order shipped to me, and then pay $13 to ship $11 worth of stuff back! I lose... they will only refund me the items and not the shipping. So $25 for an order and $26 for me to return it?!

And then she sends me to a voicemail box with a 2-3 week return call policy!?

I was outraged!

I am like you Lesa, I bend over backwards for my customer... something as simple as a refund is fine. I've replaced items because of what the USPS did to boxes! Not my problem, I would like to say that... but that won't make them happy, and USPS won't bother to fix it. In fact, I will fight with them by phone, email and in person for MONTHS to get the money they own me for insurance. Even if its $5!

Its sad no one wants to be involved or take responsibility for their company's actions.

(I can't believe she told me I should have called them, that if something on the website messes up I should us the phone to order next time and not trust the website! Like I am ever going to order from them again!)

 

[journey11]

Good grief, yes, that is extremely asinine. I imagine they've had a lot of similar calls (given her impatience and quick deflection in dealing with you.) :/

 

[seedcorn]

1) If paid with credit card, contest it. They won't get paid.

2) Turn then into local BBB, even tho they have no teeth, no one wants to be reported.

3) If transaction done across state lines, get your rep involved. Amazing what a phone call will do since it's now federal.

 

[vfem]

It was on my paypal account... I try to contest it.... I think I will. I will more then likely report them to the BBB. However, I've reported companies previously and it did nothing.

I'm just disappointed, had to swap good service for a good product... these days you can't have both.

 

[Collector]

Thanks for the heads up about this website. Customer service isn't what it used to be that's for sure. Hope you are able to resolve these issues.

 

[vfem]

I tried to call again, and they already 'know' of my issue and that a manager will call from here on out. PERIOD.

So going to file with the BBB.

If you were at a store, and they ran your credit card twice... doubt charged you... and then said "I can't refund you, but I will give you double the items instead. Then you can just do our return on them, which in this case we won't give you a full refund anyways. That's just our policy. We can't control what our credit card machine does, nothing I can do about it. Next time, shop our store across town and this most likely won't happen again." How could you seriously not tell everyone you know who liked that store what happened?!

 

[vfem]

I just want to add I wasn't upset at first... I just called explained what happened, we were going to return everything, then I asked how it should be sent back since it came FedEx... that's when they said whichever way is cheapest for me. For me? I'm not paying out of pocket to return this! But that's just what they said I had to do. Maybe if it was a $50 product purchase or something... I just couldn't understand the reason.

As soon I said "EXcuse me? Who pay for this?" She told me not to be mad with her, its not HER fault! When I said (I was not very nice here I must admit) "You represent said company don't you?" That's when I was passed off.

I would never... unless some crazy person went nuts on me (which has happened) with physical or verbal threats... I pretty much try to right the situation.