- Report: #509800
Report - Rebuttal - Arbitrate
Complaint Review: DirectGardening.com
DirectGardening.com1704 Morrissey Drive Bloomington, Illinois United States of America
DirectGardening.com - House of Wesley Failed to deliver product, created many hurdles for any service response and then refused to refund money and second delivery also failed Bloomington Illinois
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On May 5, I ordered a set of plants for my Mother on the east coast. The flowers were not delivered. I called and they made me call them back again after 30 days. Then they they did not deliver again and when I call back, They said that I had to request a tracer first. So they then submitted a tracer for another 2 weeks and I had to call back again to get the results of the tracer. Only then, they said they would reship. Again, no product was delivered. So I had to repeat the process of waiting 30 days and then call back to request a tracer and then call back to request a credit card refund. Which they said would take time and need approval. So they basically have a company policy to create several hurdles to discourage customers from getting any type of customer service results. In all cases, I had to initiate each follow-up call and request. Their policy is to do nothing to response to a problem.
After waiting another 30 days after all that, no refund was processed through my credit card. I called and learned that the company unilaterally decided to issue a credit voucher to their store directly to my mother, rather than fulfill my request for a credit card refund. This is disturbing on two levels. First, credit card rules indicate that non-fulfillment of product should be refunded to the purchasing credit card. Instead, they are force the consumer to order something else from their proven bad service, meaning that you can never get your money back because they do not deliver their products as promised. Second, they sent the voucher to my Mother's address rather than to me, the purchaser. Again a scam, as my elderly Mother had no idea who they are and does not have a computer to order anything. The sad fact is that my Mother passed away during the time that I was waiting for my credit refund. When I shared this concern with customer service, they said that I must fly back to the east coast go through my deceased Mother's old mail to find the voucher (probably interpreted as junk mail as my mother had no idea about the transaction). And only after I returned the credit voucher to them, they could check if them may be about to get approval to credit me directly (probably another voucher). I asked to speak to someone in charge who could make a decision and was told no one in customer service can make a decision. They requested that I write a letter and they would pass it on to manager for consideration. They would not give me a phone number or connect me to their manager, because the manager will not take phone calls. I see why--they would be very busy on the phone all day with their poor service practices.
This is absolutely the worst, most disrespectful, business that I have ever encountered. This is company blatantly violates consumer rights and seems to make their money by making it so hard to get any service that people just give up. I would have too, however they pushed me over the edge with their approach and disrespect related to my deceased Mother.
Save your self a great deal of headaches and buy somewhere else. Tell everyone you know
This report was posted on Ripoff Report on 10/15/2009 12:26 PM and is a permanent record located here: http://www.ripoffreport.com/r/DirectGardeningcom/Bloomington-Illinois-61704/DirectGardeningcom-House-of-Wesley-Failed-to-deliver-product-created-many-hurdles-for-509800. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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