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#1
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Rare Plants Nursery Lost Order.
Anyone had problems ordering from them?
I ordered some plants that went missing in the post I contacted them and I was told I had to claim from the Post Office and that was that, I wasn't going to say anything to anyone online until I spoke to a very good nursery I go to who couldn't believe that Rare Plants didn't replace the plants straight away or at least offer an alternative. I think it's called customer service or something like that! Ford. |
#3
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"Sacha" wrote after, "Ford wrote: Anyone had problems ordering from them? I ordered some plants that went missing in the post I contacted them and I was told I had to claim from the Post Office and that was that, I wasn't going to say anything to anyone online until I spoke to a very good nursery I go to who couldn't believe that Rare Plants didn't replace the plants straight away or at least offer an alternative. I think it's called customer service or something like that! Ford. One of the reasons we won't do mail order. ;-( If they'd replaced your plants they'd have been out of pocket twice, for the plants and for the postage. Without knowing more about their set up, it's impossible to make a judgment but I do know that their stock is rare and expensive. I've bought from them myself in the past and to be fair, had no problems. That said, if they have some arrangement with the PO or some receipt of postage, they are the ones to sort it out. After some real begging and pleading last year, we sent a Paulownia to a customer - something we never do normally - and naturally, it got delayed in the post and arrived looking half dead. When he rang to say so, we tore up his cheque and told him to keep the plant and try to revive it, hoping for the best. Whatever happened, we were the losers and we hope most genuinely that he gained. But it was a lesson to us never to bend our own rule again. Also gives us all a damn good excuse to visit your part of Devon, if one is needed. :-) -- Regards Bob In Runnymede, 17 miles West of London |
#4
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On 5/5/05 22:35, in article , "Bob Hobden"
wrote: "Sacha" wrote after, "Ford wrote: Anyone had problems ordering from them? I ordered some plants that went missing in the post I contacted them and I was told I had to claim from the Post Office and that was that, I wasn't going to say anything to anyone online until I spoke to a very good nursery I go to who couldn't believe that Rare Plants didn't replace the plants straight away or at least offer an alternative. I think it's called customer service or something like that! Ford. One of the reasons we won't do mail order. ;-( If they'd replaced your plants they'd have been out of pocket twice, for the plants and for the postage. Without knowing more about their set up, it's impossible to make a judgment but I do know that their stock is rare and expensive. I've bought from them myself in the past and to be fair, had no problems. That said, if they have some arrangement with the PO or some receipt of postage, they are the ones to sort it out. After some real begging and pleading last year, we sent a Paulownia to a customer - something we never do normally - and naturally, it got delayed in the post and arrived looking half dead. When he rang to say so, we tore up his cheque and told him to keep the plant and try to revive it, hoping for the best. Whatever happened, we were the losers and we hope most genuinely that he gained. But it was a lesson to us never to bend our own rule again. Also gives us all a damn good excuse to visit your part of Devon, if one is needed. :-) ;-) Urglers always welcome! But not via mail order! -- Sacha www.hillhousenursery.co.uk South Devon (remove the weeds to email me) |
#5
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The message
from Sacha contains these words: ;-) Urglers always welcome! But not via mail order! May we arrive as attachments, then? |
#6
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On 6/5/05 12:21 pm, in article
, "Jaques d'Alltrades" wrote: The message from Sacha contains these words: ;-) Urglers always welcome! But not via mail order! May we arrive as attachments, then? As long as you don't come in bytes. ;-) -- Sacha www.hillhousenursery.co.uk South Devon (remove the weeds to email me) |
#7
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Ford Prefect wrote:
:: Anyone had problems ordering from them? :: I ordered some plants that went missing in the post I contacted :: them and I was told I had to claim from the Post Office and that :: was that, I wasn't going to say anything to anyone online until I :: spoke to a very good nursery I go to who couldn't believe that :: Rare Plants didn't replace the plants straight away or at least :: offer an alternative. :: I think it's called customer service or something like that! :: Ford. I see, so you were told to contact Royal Mail whose fault it was, refused to do so and now want to moan about it....I'm not surprised your local nursery were badmouthing Rare Plants, they obviously don't want you to shop there, it's called customer poaching. Rare Plants must send out thousands of plants per month via RM, do you think you are the first person not to recieve something? - get in touch with RM, they can reimburse you, RP can not, and should not. -- If God had intended us to drink beer, He would have given us stomachs. |
#8
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Phil L wrote:
Ford Prefect wrote: :: Anyone had problems ordering from them? :: I ordered some plants that went missing in the post I contacted :: them and I was told I had to claim from the Post Office and that :: was that, I wasn't going to say anything to anyone online until I :: spoke to a very good nursery I go to who couldn't believe that :: Rare Plants didn't replace the plants straight away or at least :: offer an alternative. :: I think it's called customer service or something like that! :: Ford. I see, so you were told to contact Royal Mail whose fault it was, refused to do so and now want to moan about it....I'm not surprised your local nursery were badmouthing Rare Plants, they obviously don't want you to shop there, it's called customer poaching. Rare Plants must send out thousands of plants per month via RM, do you think you are the first person not to recieve something? - get in touch with RM, they can reimburse you, RP can not, and should not. First did Rare Plants get a proof of posting document from the Post Office, they should have and it is free? Secondly do they make it clear that it is sent at your risk, surely they should? Finally do they offer, for a small charge insurance, if not why not? |
#9
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Phil L wrote:
Ford Prefect wrote: :: Anyone had problems ordering from them? :: I ordered some plants that went missing in the post I contacted :: them and I was told I had to claim from the Post Office and that :: was that, I wasn't going to say anything to anyone online until I :: spoke to a very good nursery I go to who couldn't believe that :: Rare Plants didn't replace the plants straight away or at least :: offer an alternative. :: I think it's called customer service or something like that! :: Ford. I see, so you were told to contact Royal Mail whose fault it was, refused to do so and now want to moan about it....I'm not surprised your local nursery were badmouthing Rare Plants, they obviously don't want you to shop there, it's called customer poaching. Rare Plants must send out thousands of plants per month via RM, do you think you are the first person not to recieve something? - get in touch with RM, they can reimburse you, RP can not, and should not. Whaaat? No way, Rare Plants are definitely the ones that should take action. They should ship the replacements and they, NOT the customer should claim against Royal Mail. It's their problem, NOT the customer's. They are the ones who posted the plants, so they have the paperwork to prove they have done it. If you buy something, you enter into a contract - the customer paid, they did not deliver the goods, they are in breach. As a customer you could probably claim with RM if something arrives damaged, but it's probably more difficult if it doesn't arrive at all. But why should you as a customer have to go through any hassle at all? The supplier should sort it out with RM after they resent you replacements or refunded you. I don't know what amounts are involved and how the payment was made, but I would be furious no matter what amount. If you paid by credit card, you can actually call the cc company, they will refund you the money and take it back from Rare Plants (they are called chargebacks, the credit card company can ask the supplier to prove they fulfilled the order). If you paid by cheque, write a letter threatening legal action if they don't give you refund or replacement within 7 days. As a consumer you have rights, don't let them fob you off. Griz |
#10
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"Phil L" wrote in message news I see, so you were told to contact Royal Mail whose fault it was, refused to do so and now want to moan about it....I'm not surprised your local nursery were badmouthing Rare Plants, they obviously don't want you to shop there, it's called customer poaching. Rare Plants must send out thousands of plants per month via RM, do you think you are the first person not to recieve something? - get in touch with RM, they can reimburse you, RP can not, and should not. actually you are wrong. Do a google for 'distance selling regulation'. |
#11
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On Thu, 05 May 2005 19:58:00 GMT, Ford Prefect
wrote: Anyone had problems ordering from them? I ordered some plants that went missing in the post I contacted them and I was told I had to claim from the Post Office and that was that, I wasn't going to say anything to anyone online until I spoke to a very good nursery I go to who couldn't believe that Rare Plants didn't replace the plants straight away or at least offer an alternative. I think it's called customer service or something like that! Ford. I regularly sell plants via many methods, but visually you can see the feedback for those sold via Ebay (with over 500 sales), and I have nearly 100% delivery via RM http://search.ebay.co.uk/_W0QQfrppZ5...ZgrayQ5fba le I have only had 2 'non delivered' items. 1 - 2 packets of seeds were sent out in the same envelope, only 1 packet arrived. 2 - Item plant not delivered. In both instances I replaced FOC even thou I was not 100% sure of non delivery. However if 'non delivery' goes above an acceptable amount, I would have to decline offering replacement or money back. As the customer is always made aware prior to order, that all items are sent out non insured and entirely at customers risk. However Proof of Posting is always requested at RM. If there is a non delivery, I scan the Proof of Posting and email that to the customer, as its the customers responsibility to track the parcel down. Commerically the customer owns the goods as soon as all monies have been recieved and cheques cleared and the goods have been handed over to a 3rd party ie RM, unless otherwise agreed. |
#12
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"Ford Prefect" wrote in message ... Anyone had problems ordering from them? I ordered some plants that went missing in the post I contacted them and I was told I had to claim from the Post Office and that was that, I wasn't going to say anything to anyone online until I spoke to a very good nursery I go to who couldn't believe that Rare Plants didn't replace the plants straight away or at least offer an alternative. I think it's called customer service or something like that! Ford. For a start what they told you is wrong. Distance selling regulations state that the onuis is on the seller to ensre the item arrives with the customer and make a claim if it doesn't. You are entitled by law to a refund or another lot of plants. Contact them again and remond them of their legal obligations and mention trading standards. |
#13
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I've had major PC problems just recently so only just checked in
today, thanks to all who replied looks like I've missed most of them (the main ones I've got are about chocolate cake?!) amazing what you miss when your off line for a week or so :0) Yes I am annoyed at the loss of the plants and having to do the running round with regards to compensation from the post office but as to chasing the nursery with legal threats (I know I probably should but I'm not confident on the phone) In a way I was more sad at the thought of the plants I had ordered slowly drying out in some dusty sorting office or ending up with someone who hadn't a clue how to look after them, also it was a couple of months ago. I only wanted to see if anyone else had had similar problems. As to the seller giving a refund/replacement I work in retail and we do it as a matter of course just to keep our customer loyally (sometimes IMHO I think we shouldn't but we do). On the subject of the other nursery poaching my custom they already had it and they only sell a limited amount of the plants I had ordered from RP (Arisaema if anyone is interested). Sorry if I caused major ripples in the group. Ford. On Sat, 7 May 2005 17:30:31 +0100, "pammyT" wrote: "Ford Prefect" wrote in message .. . Anyone had problems ordering from them? I ordered some plants that went missing in the post I contacted them and I was told I had to claim from the Post Office and that was that, I wasn't going to say anything to anyone online until I spoke to a very good nursery I go to who couldn't believe that Rare Plants didn't replace the plants straight away or at least offer an alternative. I think it's called customer service or something like that! Ford. For a start what they told you is wrong. Distance selling regulations state that the onuis is on the seller to ensre the item arrives with the customer and make a claim if it doesn't. You are entitled by law to a refund or another lot of plants. Contact them again and remond them of their legal obligations and mention trading standards. |
#14
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Ford Prefect wrote:
[...] running round with regards to compensation from the post office but as to chasing the nursery with legal threats[...] This seems like a good place to put in a good word for Van Meeuwen. They sent the wrong thing for my mother's Christmas present when it was too late for me to do anything about it, and immediately sent a full no-quibbles refund when I emailed a complaint. I'll go there again. -- Mike. |
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