| Negative | I ordered about 60 dollars worth of orchid supplies on a Sunday night. I realized that I wanted to add two more small items so immediately on Sunday night within an hour of my online order, I emailed them and pleaded that they add two small orchid plastic pots which I needed. Obviously I wouldn't want to order these separately later and then pay shipping again. No answer from Kelly's Korner. The next day, I received an auto email from them that my order was being processed. I immediately replied to the email which told me to email them if I had questions. I asked them if they could add two more pots since they were still processing my order. No answer again! I called and got a voicemail. Finally, the next day, I received yet another email from them telling me that my shipping was about 20 dollars. This company doesn't even tell you how much your shipping is until it's time to ship which makes it hard to compare shipping costs from other companies. They tell you that they could email you the shipping cost when they know. Long story short, no communication from the company despite two emails asking them the same question. They don't answer their phone. I also noticed that their positive "testimonies" on their website ended in the year of 2013. That should have been a warning sign to me. I will never order from these guys again. Awful customer service means that they they simply don't care about their customers!
Company representative comment on August 19, 2015:
On Aug 19, 2015 8:49 PM, Kelley's Korner Orchid Supplies responded with:I'm very sorry to hear about your dissatisfaction with your purchase. I did want to take the time to respond however due to some comments that will be very misleading to those who read this.
This order was placed on July 27, 2014 on the same day we were selling supplies at the Summer Orchid Festival held at Parkside Orchids in Ottsville, PA. We were out of town selling supplies and unable to answer any emails until we returned to the office later in the day on Monday. As soon as we returned from a long weekend out of state, we immediately began to complete the many orders received while we were out of town so that they could ship asap. I do apologize for not responding to any emails but our attention was directed to fulfilling orders as soon as possible, and I can only assume that any emails did not receive our attention until the orders were taken care of.
The comment mentions that postage was $20 but in reality the postage was only $16.15 which is not unreasonable for a very large order shipping from NH all the way to CA. Reading this it is not mentioned that the pots were shipped as requested. We did in fact include the extra pots as requested and once added to the postage that total was then close to $20. Stating that the postage was about $20 is misleading because this total includes the additional pots that were requested and shipped along with the original order.
Because shipping charges depend on the size and weight of an order as well as the destination, it’s not possible to calculate accurately from any web site. Unlike others that charge some random cost when you place an order we prefer to search for the lowest shipping rate for you. When the order is packaged and ready to go we check with UPS and the postal service to determine which has the best rate available. We can then charge our customers the actual cost of shipping that order. We are not the only orchid supply company that provides this extra customer service, there are others that also do the same. It takes more time and effort on our part but we find our customers appreciate that we charge only the actual cost needed to send something.
It is correct to state that we will always notify customers of the shipping cost before we ship whenever they ask us to. As a matter of fact when making a purchase our customers are required to pick one of three shipping options: "Bill for Actual Shipping Cost - Using most economical method", "Bill for Actual Shipping Cost - Notify me of cost prior to shipping" or "Deliver to Orchid Event - Please add Comment below so we know where to bring your order". Anytime a customer is concerned about the shipping cost we recommend they ask us to notify them beforehand. That allows us to determine the best possible shipping option and then check with them to be sure they are happy with the cost before we ever ship. In fact any time we feel the cost is higher than expected we prefer to check with our customer even if they didn't ask us to. Our customers are highly important to us and I'd much rather have a customer cancel an order because of a shipping cost than to ship anyway just to make a sale.
Lastly I'd like to state that our positive comments did not end in 2013. It seems that people are more likely to notify us when there's a problem with an order so it's always nice to hear when someone is happy with our service. I purchased the business in June of 2010 and am proud of the fact that we've had 26 positive customer comments on our website since we started. We strive for customer satisfaction and personalized service so it's always nice to know when our efforts are recognized.
Upon returning from an out of town event our attention was given to shipping all orders as quickly as possible without delay. We did not respond right away because we were out of town but that information is not apparent when reading this comment. Although we were able to quickly ship and did include the additional pots we did not also make a personal response to her request. I do apologize to this customer for not responding to her email and phone call, but hope the information provided helps others better understand the facts behind the comment here at Dave's Garden. |
| Positive | Posted on July 6, 2012, updated December 24, 2012
First time order from Kelly's Korner.
Customer Service...very helpful and patient, considering I phoned after hours. However, I had no idea the store was closed. I don't reccomend phoning any nursery after hours.
Daily email updates were sent.
Pots were shipped secure and fast. All are in perfect shape, sturdy and correct size.
A 5* nursery. Toni
On December 24th, 2012, Toni05 added the following:
Ordered supplies from Kelly's Korner.
Everything I needed was in stock. Items are well-made, sturdy.
Prices are very reasonable.
Customer service is quite helpful, answers emails promptly.
Items were well-packaged before shipping out.
Order arrived promptly.
Thanks Kelly's Korner. Toni
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