Heirloom Organics, LLC Dismissive, Non-responsive, Poor customer service, Epic Failure Internet

Our business was started in March of 2009 as an Internet only business out of our garage. My business partner and I never expected it to take off like it did. We had hoped that this would be a hedge for our families during a very difficult time in our country. It immediately took off and by the end of spring he and I could no longer do it ourselves. We started hiring people and this soon became our primary focus. By the time fall had arrived we were expanding to phone calls and hiring even more people to help us. It took us until November to get a phone set up and someone to be able to take orders by that method. I alone was answering the hundreds of emails a day we were getting until early November of 2009 because we had to train people on how to answer the deluge of questions we were receiving.

I mention all of this beforehand to hopefully enlighten the situation of this gentleman's experience.

The potential customer had written an email on October the 9, 2009 asking a series of questions. Most of which were answered on our website. I had viewed these questions as not a high of a priority as training our new employees and phone staff at this time. He later wrote 2 more emails, one on October 15 and 19, 2009. Again, at that time I did not have the time to answer them as we were preparing for the upgraded staff, website and phone system.

On October 27, 2009 he wrote again stating that it was "our last chance" to respond or he was taking his business elsewhere. I had seen this email and had taken time before work to answer all of his questions. This left my email program at approximately 40 minutes after his email arrived. At this point I figured that it was taken care of and all was good. I didn't hear back that day.

On October 30, 2009 before our day even started here, he wrote again saying that we lost his business and we had failed. It must have been after this that he filed this report. I wrote him immediately when I arrived to my desk, which was about 3 hours after he sent his email, to tell him that I had sent him an email the previous Tuesday that had answered all of his questions, and I apologized if he did not receive it. He replied about 40 minutes later accepting my apology and stating that he did not receive the email that I had sent. I again had taken the time to answer the questions he sent. He replied with a "Thanks again" which I assume meant that he saw the answers this time.

After this I didn't hear from him. He did not purchase product from us in the end. I apologize to this gentleman for the lack of communication in the beginning. This is just a case of bad timing and miscommunication.

Also, I would like to add, I had tried to submit this rebuttal back in 2010 when I was made aware of its existence, but to no avail. I was recently made aware that it still exists, with no rebuttal and am trying again.