Hi Frenita,
While I understand that you were unhappy with the outcome of your complaint, your review contains several statements that do not accurately reflect what occurred during our correspondence.
Unlike our normal procedures, when you provided photographs showing the three dead husk cherry plants, we immediately processed a refund for those plants. As stated in our refund policy, we generally do not offer refunds on plant orders shipped via Ground service, but we made an exception in your case. Please double-check your credit card statement, as refunds can take up to 10 business days to appear.
At no point were we provided with evidence that the marigolds had died. In fact, based on our correspondence, we were under the impression that the marigolds arrived in acceptable condition and had been planted in your garden.
Regarding the tomato plant and lemongrass, the photographs you submitted showed plants that were alive and in generally good condition, although understandably stressed from spending several days in transit. Shipping stress is common and often requires a period of reacclimation, particularly with regard to light exposure and watering.
Our policy does not guarantee plants shipped via Ground service, nor can we guarantee the condition of plants after they have been in a customer's care for several days. We ensure plants leave our facility healthy and viable and photograph every order before shipment for documentation purposes.
As you noted in our correspondence, you selected the less expensive Ground shipping option to save money. While we understand the desire to reduce shipping costs, Ground service unfortunately does not provide the same level of protection for live plants as Priority Mail or Express services, which is why we strongly recommend those options.
While you have characterized this experience as poor customer service, it is important to note that we responded promptly to your concerns and issued a refund immediately upon receiving photographic evidence of the husk cherry loss. The remaining plants were not shown to be dead at the time the claim was made and therefore did not qualify for additional reimbursement under our policy.
We stand behind our policies and the actions we took to address your concerns fairly and promptly based on the information provided to us at the time.
Sincerely,
Elizabeth
Dizzy Lizzie's Farm