Friday, January 22, 2010
Thursday, January 7, 2010
I was delighted to find Renee's Garden has earned two Dave's Garden "Five Top Garden Badges". Besides many great gardening forums and excellent services, Dave's Garden encourages members to rate garden product websites. Renee's ranks high, but when I read through all the comments about us, I saw that while there were 44 positives, there were 3 negative ones (although not very current as one dated to 2003, because "anything that plays on the web stays on the web").
More to the point: when I read them, I felt so frustrated! One negative complaint was that we had sent the wrong packet with the comment that while she knew companies often substituted items, we had exceeded her tolerance for that. The truth is that our two seed packet order "pickers" had made a mistake and pulled the wrong item. We don't substitute items and would not do so, because if you order something from us, I assume that you want that item, not something else. Errors in orders don't occur very often, but our order pickers are human and, once in a great while, they may mix up packets or omit one.
It is my fervent wish that customers whose orders are incorrect would call us on our toll-free number (
One of the other complaints was of getting crushed seeds with a comment about quality control. We do ship in padded "jiffy packs", but the realities of the Post Office mean that once in a while a packet gets mashed in transit. Once again, if that person had called or e-mailed us, we would have sent them a replacement the same day.
What's hard for me to understand is: why do people with complaints make the time to post the complaint on the Internet without being willing to take the time to contact the company who made the error in the first place? Very often the order can be corrected and they can get what they wanted and paid for. Moreover, why do people assume that if a mistake happens on their order, it's somehow an indication that as a company we don't care about quality or customer satisfaction?