I ordered some Fall bulbs last year (2012). I was notified that they were not going to ship my order until Fall of this year. Not wanting to wait an entire year to plant my garden, I went out and bought bulbs locally for a much lower price. I couldn't find any way to cancel my order until this last weekend (February 23, 2013) when I found a copy of the receipt.
I called on Monday to cancel the order and was told I had to send an email. I thought that was strange since I had the order number and all of the information, but I did what I was told and sent in an email asking them to cancel and giving my name and order number.
I received a reply to my email saying that they needed my full name and street address to cancel the order. Again, I thought that was odd since they had my order number. I work with databases and I know that retreiving that information via an order number takes less than a minute. I began to think they were stalling, but since I had ordered from them multiple times with little trouble, I gave them the information and waited for my immediate refund.
I received a reply stating that they were only holding up part of my order until Fall, the rest of it would ship when they started shipping in the warmer areas of the country. Now I'm starting to get suspicious.
I sent a quick note directing them to cancel the entire order and process my refund. I should note that the order was less than $35, so I didn't expect any hassle. What honest company can't afford to refund such a minor amount, especially considering I was a repeat customer who had spent hundreds with them?
I received a form letter response stating that they couldn't cancel the order since it was already in shipping. This contradicted their earlier response stating that they would be shipping my order when the weather warmed up. It's in the 30s and 40s here, not an ideal time to be planting outside. Now I'm angry.
I replied that I didn't care what they had to do, I wanted the order cancelled and a complete refund. That was more than 12 hours ago and I still haven't received a response. I intend to warn everyone I can reach to avoid this company at all costs.
I said nothing to them when they sent dead and moldy plants. I didn't follow up on their "Guarantee" when half of my plants didn't grow despite following their instructions to the letter. I just figured that was the risk you take with gardening. Sometimes plants die.
However, I am honestly astonished that they refuse to cancel an order that they haven't shipped and have no plans to ship for at least several weeks. They have had my money for four months, I have received nothing. I despair of ever getting my money back and I now recognize this company for what it is - a rip off.