ComplaintsforOrange Lake Nursery LLC

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an acclimated tissue culture plantlet of a plant on June 16th 2023. It was advertised as an "Anthurium Ace of Spades". I paid $93.50 for the plant, plus $12.99 shipping which totals to $106.49. I've been growing it out since July and noticed that the plant is not an Anthurium Ace of Spades. I reached out to others in a dedicated *************** on ******** for input and they confirmed that it is not an Anthurium Ace of Spades. I reached out to the seller on December 17th, 2023 regarding my concerns with a photo of the plant and they replied with a message that said they sent me an Anthurium Ace of Spades but that the photo I sent them was not. This implies that they are accusing me of sending them false photos or a photo of a plant that is different from what it should be and that it did not belong to them.I asked the nursery if they are able to provide photos of the plantlets grown out to prove that what they were selling is in fact, an Anthurium Ace of Spades. They have yet been able to provide any type of proof - Yet, they are accusing me of lying about the plant I received from them. I decided to ask people for photos on the progress of their plants purchased from this nursery and they have all looked different from one another, and all of them did not resemble an Anthurium Ace of Spades.As of writing, they have yet provided any proof that it is an Anthurium Ace of Spades that they are selling. They are also still selling this plant on their website as an "Anthurium Ace of Spades". Not only are they falsely accusing me, they are also misleading customers with a false listing on their website (********************************** - Search "anthurium".I have attached all evidence (chat logs, photos of other people's plants purchased from them that is NOT an Ace of Spade, etc) to this complaint. I am requesting that the seller modify their listing to better reflect the plant that is being sold, and to compensate me for the trouble they have caused.

  Business response

  12/21/2023

  At this time we choose to no longer correspond with ****************. **************** filed a chargeback with PayPal & lost the chargeback because we provided amply proof of him receiving the correct plant. We simply asked **************** to allow us some time as his order had been delivered over 6 months ago & we were in the process of dealing with a catastrophic house fire where we lost both our home & business. **************** than proceeded to tell us "Don't play the victim here" after we simply asked for more than 12 hours to find a solution. Due to the nature of his malicious disrespect for a small business, we will not be giving this false causation any more of our time. 

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 23, I placed an order for 3 plants and a plant subscription. On October 28, I received the 3 plants I ordered and thought they would send the subscription later. I gave them until the beginning of the following month because I know that some subscription services will only ship one day of the month. On November 11, I ordered two additional plants and received them on November 17. On December 8 I reached out to inquire about my subscription and was told there was an issue with their website not creating the subscription and I thought I would receive my plants. I did not hear back so on January 15 I reached out again and was told I should have contacted them earlier. I showed them proof that I had and they said they showed my original order was delivered. It was but without the subscription. After telling me they would not help, I left some negative reviews and was called both a liar and a scammer. They told me I could file a claim with **** but since my order was delivered but missing items, there is nothing they can do. Orange Lake refuses to acknowledge their mistake or admit they may have inadvertently forgotten to ship my subscription plants, and will not reimburse the cost of the subscription which was $22 plus tax. After trying to resolve this they sent a tracking number for my original package and the second order but it is just their word that the package contained the promised items. I am attaching my first email since they have repeatedly said I waited over 3 months to reach out even though the order was place less than 3 months ago. The email shows I reached out on December 8. I am also attaching the tracking screenshot they sent which shows they said they included my subscription but is just a picture of the subscription off of their website, not the actual plants they claim they sent.

  Business response

  01/26/2023

  Please see attached response.

   

  To whom it may concern,

  I want to thank you for helping us resolve this issue. We have responded to all of ***************************** emails in a timely manner. We were informed of ********* issue with her order on December at 6:15AM. She stated that she signed up for the monthly subscription on 10/23/22 but had not received her order since then. She also stated that she was NOT charged for the following months subscription. I responded to ******** I hour later at 7:16 AM and let her know that if she purchased this subscription through a 3rd party, it would not automatically renew. The only way it would be a recurring charge was if she purchased directly through our website. I also informed her that I was unable to see an automatic renewal on her order and she would need to purchase again if she would like to receive the monthly subscription. Please note attachment labeled A for proof of the email conversation.

  On January 15 at 4:35 PM, ******** stated she had still not received her first subscription. This was the first time we were made aware that she claimed to have not received her first subscription. We were under the impression that her subscription had merely not automatically renewed. I then replied at 4:41PM with the tracking number through the ************* *********** showing her package had been delivered to the correct address. This delivery was time stamped to show proof of delivery to her address. I have also provided her with the shipping label used for her order on October 25, 2022. This shipping label shows all 6 plants she ordered were contained in the package. Please note attached labeled B for proof of the correct shipping address, correct items contained in the package, and proof of delivery. Please note attachment labeled C showing her order through our website and the corresponding tracking number and correct items on the shipping label matching the tracking number for her order.

  On January 15 at 7:13PM I let ******** know that if she had not received her package, she must file a claim with the ************* ************ I also let her know that her package was insured for $100 which would more than cover her full cost of the item. Since ************* *********** has proof of her package being delivered, she would need to be the one to contact them. I also provided her with a link and instructions on how to file a Missing Package Search & an insurance claim with United ***********. Please note attachment labeled D for proof of the information being provided to her.

  I informed ******** that unfortunately it was past our return policy and that I am only able to rely on the proof of delivery provided by ***************** post office. Please see the attachment labeled E for our Refund & Return policy on our website.

  The accusation that I have called her a liar & a scam artist is completely inaccurate. She had attempted to slander our family-owned company through social media and other review sites. It is unfair as a small business to be at fault for an item that we provided her with in a timely fashion and with proof that the item was delivered in a prompt manner. Please see attachment labeled F as proof we have never used harsh, foul, or inconsiderate language to this customer.

  These acquisitions are harmful to a small business. ******** has continued to slander our company and provide false reviews and statements. ******** attempted to blackmail our company stating she would remove the bad reviews if we complied with her request. That is not only illegal but also unethical. She has continued to threaten our company stating She will tell everyone she knows how low of a company we are, calling us disgusting and atrocious. ******** has been extremely hostile and aggressive to us between every interaction, while we have tried to make accommodations for her incident. Please note attachment labeled F as proof of her attempt at blackmail and foul language. We have made the accommodation of assisting her in filing a Missing Package Report and a Claim with ***** She would simply need to follow the steps to be fully reimbursed for her product.

  ******** states she never received her order placed on October 23,2022 yet continued to place another order with our company on November 11, 2022. We are under the assumption that ******** was unable to care for her plants and would now like a refund based on her inability to care for live plants. As stated above, we have tried to reason with ******** by assisting her to utilize the insurance provided with her package along with our timely response to each false acquisition.

  If there is any more information that we can provide you with, please feel free to reach out at the information below. We are more than happy to help resolve these false claims of slander.

  Sincerely,

  ***********************

  Customer response

  02/06/2023

   
  Complaint: 18822991
  
  I am rejecting this response because:

  again, I did let the company know I had not received the plant in my subscription only the plants I ordered, which I showed via the email I attached. Orange lake not understanding what I meant does not negate that I let them know promptly. I have many many plants and they are healthy and thriving. I did not reach out because my plants died. This is a baseless assumption they just made up. I let them know that I would not keep my reviews up if they only admitted they might have not shipped the plants in the first place and apologized for their accusations, not if they gave me a refund and I explicitly said I was less concerned with a refund than with them calling me a scammer and liar on social media. My experience is that they did not include the plant subscription due to some mistake on their part and I firmly believe it was a mistake, an honest human error and not done maliciously. However instead of accepting responsibility they have been rude, condescending, and hostile and accusing me of awful things which has been done maliciously  

  
  Sincerely,
  
  ***************************

  Business response

  02/07/2023

  Not once, as proven by the attachments, was ******** called a liar nor was foul language used by anyone other than ********. She continues to state that she reached out in the allowed time. Again per our company policy, which she agreed to in order to purchase from our shop, complaints must be in writing within a week. She waited well over a month. This is complete slander. I am sorry that she feels she was cheated but she was not. I have provided amply proof of her receiving her order. I will not be blackmailed by a customer. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩