Question about mail order

[JulieL]

Hi fellow Geeks -

I need help, please!

I just received an order from a well known grower in Cal. that I've ordered from a few times before. You would know it if I said it. I've always been happy.

This time, I order over $200 worth. 4 out of 5 are great. The 5th plant was advertized as Near Mature. When I looked at it, it's about as large as some seedlings I've gotten from other growers. However, I paid $28 for this plant.

Worse than that, I looked at the roots, and they show obvious signs of either past rot, or severe under watering. Roots are dry, disintegrating. The only 2 green roots are 'burnt' on the ends, and also damaged. There is no evidence of new root growth.

There were only 3 leaves on the plant, with brown dessication marks on the backs. One of the leaves had the edges trimmed before shipment, so there was an obvious issue. The leaves are now turning slightly yellow, which is concerning.

My question - I submitted pictures 6 days ago, at grower's request, and have not heard back yet. I have now requested either a refund or a new plant.

What is your take?

Can I save the plant? The grower's not being really responsive, so charge back the purchase???

[articuno75]

I wouldn't charge back just yet, but I would send a friendly reminder about the plant in question. I always apply the "3 strikes you're out" rule.

Do you have pics of the plant?

[arleneg]

I've had to deal with a few growers like that. However, I have to tendency to follow up on emails every 48 hours or so until the grower replies. So far, the growers I've dealt with have replied within 72 hours.

Good luck.

(I'm curious about who the grower is. )

[kninum]

Personally, i would try to follow-up again now (before the weekend) and then once more early-mid next week (with a more strongly worded email/msg- ie "i expect this matter to be resolved at this time..."). it may also be useful to offer them the information that you will be letting everyone else know of "this issue" and the poor responce/ unacceptable customer service that you have experienced with this particular vendor.
Although a resolution may take some time to be reached a customer should never be left more than a week without further acknowledgement. It's just bad bussiness.

If you have not heard back from them after a couple more communication atempts then i would do the charge back thing, and be sure to spread thier name around as "poor customer service, and quality issues".

one of the things that irks me most is poor customer service- it really takes very little effort and time to handle customers promptly and curteously. i've dealt with many "un-happy" customers in my time . Most only took a minute or two to resolve and restore to contentment, even when they "...didn't get their money back".

[Ron]

Hi
I would persist with emails and perhaps a few straight to the point phone calls.
Then drop him even if he corrects the mistake (rip off).
I have deal with a few in Australia like that, until I found out from others he was doing the same to them.
Quietly then spread the word amongst you closes friend who grow orchids.
Drastic I know but the indrusty do not need these rogues growers.
Best of Luck
Cheerio
Ron

[fred]

I would keep on the growers case also
you sent the grower pics 6 days ago you should have heard by now in my opinion
a friendly reminder email to the grower would be a good idea and also mention the length of time it has taken him to reply to your last contact date that its also not good enough

its really disappointing when this sort of practice goes on
most growers are not like this though
a honorable grower would either replace the plant of give you a refund

[JulieL]

Thanks guys! I would love to post pics, but not sure how to do it?? If anyone can direct me on how, it would be much appreciated.

I received the plants on Thursday of last week, I think. I immediatedly called and spoke to someone there, who had me send photos. She said that they would be forwarded to the growers. Nothing since then from their side. I emailed them this past Tuesday to see where we are with it, and again, no response.

I am planning on calling tomorrow. Outside of that, I guess I will try to charge it back. I have followed all of their return policy procedures.

I'm not sure I am allowed to post their name on the forum, but I'd be happy to share my experience, or PM those interested. Like I said, I've ordered from there before, and always been happy. I was very surprised by the bad quality of this one plant, and this lack of response is really annoying. If I felt the plant was anything good, there would be no issue at all.

[fred]

I think it would be safe enough to post the growers name only
secondly here is some information for you to help you with posting pictures onto the forum
How To Upload Pictures and Post Them

How to Post Images

[JulieL]

Hi Fred - Thanks for the directions on the pics, and to everyone for the advice.

Here are the pics of my new plant. It was listed as "Near Mature Size", even though it has only 3 leaves...not sure of this is common, but when I've ordered from there in the past, they've usually been much larger for this type.

As you can see from the pics, this is a disappointing specimen, I'd say.

img_3152.jpg

img_3162.jpg

img_3163.jpg

[JulieL]

Well, I screwed up. I'll re-read the directions and try again.

[JulieL]

Let's see if this did it.

[Ron]

Hi.
A professional nursery sent / sold you that!!!!
You must be joking.
I definatly would not buy from him again.
That is a type of plant even I as an amature grower would bin , not give away to anyone.
Leaf looks like it has been attacked by mites of some sort also.
Best of luck getting your money back
Cheerio
Ron

[JulieL]

Yes, a professional nursery. $28.00 for this plant. I was pretty shocked.

They are saying that it is smaller because the species is smaller in the wild. I don't care - that is fine. However, I am very unhappy with the health of the plant's roots, and the obvious leaf damage, including evidence that one of the leaves has been trimmed at the edge. IMO, I'm not even sure the plant will make it in this condition.

I called today and the person who helped me before is out until Monday. If I don't get an answer by then, I'm charging it back. A week is more than enough time.

Since Fred tells me it's not discouraged, the grower is Norman's Orchids.

[fred]

that is a pretty poor orchid to even send
please keep us updated with how things go
with sending plats like that shame on Norman's Orchids
I hope that you keep that one away from your other chids

good work with uploading pics

[arleneg]

Julie,

I've ordered from Norman's before. One out of three of the orchids I bought from him had mealies. To make sure they're dead, I swabbed the areas with alcohol. However, the orchid divided from one of his collection was sent in great condition.

It seems to be a 50/50 chance of getting something good...or bad.

[JulieL]

Wow, guys. Thanks for the advice!

Arleneg, did you call to complain about your issue? Just curious.

I have ordered from him because of the cool phals and the species that he has available, but now I'm considering not going back.

I had tried one or two other growers before, but had even worse issues, if you can believe it. And so, I thought that he wasn't that bad, until this problem.

If you don't mnind saying, who have you had good experiences with? I'd love to know where I can buy good quality plants. I like mostly species phals.

And I'm located in the Eastern US.

Julie

[kninum]

I was very happy with my order and service from Oak Hill Gardens:
I ordered a 10 different species seedling pack for $40-(they pick 10 different plants from what they have avalible- you can specify a general preferance too)

i haven't yet seen them , but my Mother-in-law said they are very nice- there was a yellow leaf on one, but since they came from IL to WA in colder weather (they did use heat packs), i was not overly concerned about it.

I've only made one order from them (via online) BUT there was a issue with shipping (i am in Canada and had to have the order shipped to my Mother-in-law, who i gave the wrong address for) and in emailing back and forth to resolve the issues and get my plants they responded the same day (during bussines hours)- often within the hour of me sending it....that's good service

When i go pick up the plants next week( er maybe this weekend if i can convice the hubby to make the extra trip) i'll be posting about them
but soo far it's been a really good experience

[arleneg]

JulieL,

No, I didn't call Norman's since the mealy infestation was light and was able to care of it quick.

Here are good orchid growers/nurseries...

Parkside Orchids
Parkside Orchid Nursery

Oak Hill Gardens
Oak Hill Gardens

I can't think of the others at the moment, but am sure other members will chime in.

[JulieL]

Thanks for the recommendations on good growers. I actually live close to Parkside (I have to keep myself from driving there :-) I've not tried Oak Hill, I think. I have tried Hauserman, which I was NOT impressed by.

I recently looked at Big Leaf Orchids page - a little expensive, so I didn't order from there, but I might next time. They seem to have cool species orchids.

[articuno75]

Julie~ I am so sorry that you experienced that. This is flat out unacceptable. Wow, I'm shocked. Oakhill has wonderful choices for species choices and service is excellent.


This is a rule of thumb that I like to follow.

1. Always assume the plant is infested and quarantine! Treat the plant for critters and repot it into fresh medium even if it doesn't need it.

2. Check the roots for rot and viability. This also refers back to #1.

3. If you find problems with a plant contact the vendor ASAP. Don't hesitate. I like to use the "3 strikes you're out" rule because there are times when the vendor is unavailable due to being at a show or still in the greenhouse or something out of the vendor's control. Usually no matter what though they get in contact within the week. (normally within 3 business working days.)

I've had this happen to me a couple of times, but the vendors always pulled through for me!!!

[patlee]

IMHO, Parkside is the best. Their G/Hs are spotless and their plants are always always healthy. I was at their OrchidFest in July and came home with a blooming Miltonia that is still in bloom. I don't know how long they usually bloom, but I'm a happy camper I think their prices are a little steep once you throw in shipping and handling (and they charge for the heat pack), but their prices are nothing like Big Leaf Orchids'.
Oak Hill is also an option.Their plants are healthy and they seem to be able to offer better prices because a lot of their plants are not BS yet. (Or maybe they just do volumre business) Either way, I would stick close to home and not order (just my opinion) from California in the winter months.

[Lucinda Brown]

I hope you paid thru Paypal,then you're always protected against this kind of thing.You can open a dispute such as "item not as described" there. That always gets a response from the person you dealt with pretty quick. I always give them a couple of days by emailing them, then if they don't respond and try to make it right-I open a dispute. Good luck!!

[Mallardman]

Originally Posted by JulieL

Let's see if this did it.

wow that puts my infestations to shame that guy should be arrested for even selling that omg!

[JulieL]

Ok, so now my inexperience is really going to show.

It seems that a few people have said that this is a mite infestation on this plant...Is that the majority opinion here?

I have no idea what to do to get rid of it. How far away from my other plants should I keep it? Can I treat the plant?

To be honest, I always had good luck and have kept the 20 or so I have relatively healthy, so I've never had mites.

And by the way, if you guys feel this is an infestation, I am calling back on Monday and raising bl**dy hell with them.

[Ron]

Hi JulieL.
it is a bit difficult to give an accurate oponion on the mite infestation.
but the scarring on the leaf top is caused by some type of sucking insect.
Mites are very small and can only often be picked up with a strong magnifying glass.
sometime if you run you fingers over the leaf you can get them stuck to youry fingers in a redish mess.
I use a product called Eco-Oil at full recomded strenght for the fist spraying if the pest is present.
Hopefully this is not the case.
Best of luck
Ron