Comments regarding Aloha Orchid Nursery

I have made thousands of dollars worth of purchases on the Internet, but my recent christmas gift orders at Aloha Orchid Nursery was the worst experience ever.

The plants started out nice, and were carefully packed and shipped but they all arrived damaged/killed by the cold. I ordered a $150 plant for myself. It came with all the flowers and buds frozen on all of the spikes. There was no packing slip. No care instructions. No heat pack. Not even an order number. Similar things happened to the gift plants ordered for my loved ones. In total, I spent about $300 with them.

The worst and most infuriating part of this story, however, is the complete and utter disregard of the company after the sale. I started out with nice courteous emails asking for their help, and gradually escalated to indignant comments. None of these was ever answered. So I called. Aloha Orchid has no toll free number, but I made the call to Hawaii, still assuming that perhaps they were not getting the emails, or something. This time I got through to a human, but he put me off saying he would look into it and call me back. Of course, he never did.

This company does NOT want to hear from you if there is a problem with your order. They act like they are so far away that you can't touch them. After weeks of trying to work with them, I finally got part of my money back by refusing the charge on my CC. Believe me, being in business myself, that is the last ditch solution for me.

But I want everyone to know: Be VERY careful if you are considering doing business with this company!

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We welcome all positive feedback as well as negative. We want to make things right with everyone as we are a growing business that welcome repeat business. We have given you a response through BBB and you did not respond, therefore leaving us at a stand still. Call us, we want to make things right. Thank You"

I ordered five orchids from Aloha Orchid in September. One orchid arrived in spike. They were packed very well. One orchid (Dendrobrium Superbum) had very few leaves so I e-mailed the company. They immediately responded by telling me that this particular orchid normally loses its leaves. The prices were excellent and the plants were very large. One is in bloom now and another is about to bloom. I will definitely order from them again. It was a great experience overall!

I recently ordered orchids from Aloha (for myself and as a gift for a relative).

The blooming orchids I had sent to a separate address were as advertised and in good shape. The closeout special I received was large healthy plants, a number of which were in bud or started spiking not long after I received them. Packing was good. Prices are reasonable (or more than reasonable for the closeout items). Good experience.

I did not see this option offered, but would pay extra for a heat pack, seeing that certain &#^* shippers think nothing of dropping off a carton of orchids on your front steps in 20F weather without ringing the doorbell, even with the box appropriately labeled, warning to avoid extreme cold and heat.

I order a Champion Red Cattleya ($40.00) +($20.00) for a classic wooden box, looked very attractive on the order page and had it delivered to my Hair Salon ( different address)
When it arrived I was very HANGRY because it was not what I order , I received a lavender cattleya with a cheap weaved basket.( I assumed , because it was going to a different address , they thought I would never know) NOT a GOOD STRATEGY AT ALL.
I called right away, was told to send e-mail with picture, I did that , one e-mail with pic. of what they send me , one e-mail with pic of what I order , and one e-mail asking if they were getting my e-mails , no response at all.
I called tree times , every time was told send e-mail , we are very busy and to be patient.
I am a avid Orchid collector could be a GREAT customer, but right now they left me with a sour taste in my mouth.
Thank you for reading my complaint
Luis DaFonseca
baluco@adelphia.net

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We would like to apologize for the wrong orchid being received. We had emailed you confirming the email with photographs were received and we were going to ship the correct plant. However you did not give us that opportunity and immediately filed a chargeback with your card bank, and obtained a full refund. We would only hope that you gave us the opportunity to solve this problem before taking the next step. We always come to a resolution in favor of the purchaser but you did not give us that chance. "

I ordered three orchids last week for my mother, and they arrived today in wonderful condition. They are very healthy looking, either blooming or with multiple buds, and are bigger than expected! We are both thrilled with Aloha's orchids, careful shipping, and very reasonable prices. Definitely recommended!

I AM AN EXPERIANCED PLUMERIA GROWER,TWO OF THE CUTTINGS WERE IN POOR CONDITION BUT I GAVE THEM A CHANCE,ONE DID NOT SURIVE. COPY OF EMAIL SENT:
PICTURES OF PLANTS WE ARE GROWING FROM SEED AND CUTTINGS,ALSO SIX OF SEVEN CUTTINGS WE BOUGHT FROM YOU.THE RED CUTTING WAS IN POOR CONDITION WHEN RECIEVED,VERY SOFT AND WRINKLED,IT NEVER PRODUCED A LEAF AND HAS EXPIRED.ALL THE OTHERS ARE DOING OK AS PICTURED.I HOPE YOU CAN REPLACE THIS CUTTING AS I WAS LOOKING FORWARD TO THE RED FLOWER.THANKS MERLE
MERLE PULLEY
152 ADAMS ARC
LIVINGSTON TX 77351
The message is ready to be sent with the following file or link attachments:
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june2004
REPLY RECIEVED
Aloha Merle,
We regret to inform you that replacements cannot be sent for the red plumeria. If the cutting was received in such a manner we do ask that a photograph and phone call be made immediately. Because the transaction is over 30 days we at this time cannot determine the cause of death to the plumeria.
Mahalo
Aloha Orchid Nursery
THEIR WARRENTY ONLY ADDRESSES DAMAGE RECIEVED IN SHIPPING,SHIPPING WAS NOT THE PROBLEM,MERLEE
THEIR WARRENTY:
Our goal is to provide only the very best quality plants, we warrant our products to be of the variety and quantity advertised.

We take extreme care in packing to ensure our plants are delivered in good condition. If you encounter damage during shipment, please take a photography and call us immediately. We will send replacement at our expense upon approval of Replacement by our Claims Department. Claims must be accompanied with proof (photograph) and made within 30 days of shipment.

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The plumeria you received was healthy, robust and ready to be planted. We provide full instructions on how to start the plumeria cuttings and to maintain them. We would have been more than happy to send you a replacement if you had contacted us when the package arrived. "