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Comments regarding Nor' East Miniature Roses® (division of Greenheart Farms, Inc.)

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87 positives
2 neutrals
4 negatives

Comments:

RatingAuthorContent
Negative SandyPfl
(1 review)		 On May 9, 2005, SandyPfl Pinellas Park, FL wrote:

The website failed to explain that a street address was needed for shipping. No clue even by letting me know the method of shipping (e.g. FEDEX). When a customer service rep called to request my street address, she failed to lift the permanent hold on shipping, even though she gave me a ship date. After the ship date came and went by two days I called. The service I received on the phone was less than spectacular, close to rude. At least I was promptly given a credit, although I feel compelled to verify on my credit card statement in case someone "forgot" again. I never got to find out the quality of the product because I could not get past the poor service on the website and two phone calls.

Negative AS
(46 reviews)		 On Apr 21, 2004, AS (Zone 7a) wrote:

The good: The roses they sent look nice and healthy.

The bad:
I ordered 3 minis and a mini tree rose in early to mid January, to be sent later for outdoor planting. They cashed my check within a couple of weeks but I never received any order acknowledgement. In April, with my roses well-leafed out and new perennials all in the ground, I began to wonder where my roses were. I e-mailed them on a Thursday. When I hadn't received any reply by the end of the next Tuesday, I called them and was told my roses were scheduled to be shipped the next Monday (coincidence?). Incidentally, I never did get any reply to my e mail.

On Wednesday, I got my roses. The packing was so-so - three minis were individually wrapped in brown paper, and stuffed into a 3" x 12" x 15" Priority Mail box, with no padding (not that they needed it - the pots were so wedged in there that one round pot had a good bit of its soil squeezed out and all three had some exposed roots). Still, these plants looked very good, even the one missing part of its soil.

The packing slip listed 3 roses, with absolutely no mention of the tree rose. I called. I was told that they were out of the tree roses and they hadn't charged me for it. I told her I sent them a check. She sounded surprised. I asked if they planned to refund my money. She said they went through all the invoices each week and she expects they'll send a check then.

Why did they hang on to my money for 3 months, if they were out of the tree roses? Or do they not reserve plants for people who order for later shipment? And why did I have to actually call them, to find out what happened to my rose?

Although the roses I did get look good, I didn't like the way they handled my business. I doubt if I'd ever order from these people again.

On May 4th, 2004, AS changed the rating from neutral to negative and added the following:

On the positive side, I did finally get an answer to my e mail (2 weeks after I sent it.) On the negative, I received only a partial refund - they refunded the money for the rose, but not the extra shipping. I've sent them a letter and hope they'll refund the rest once the mistake has been pointed out to them but, at this point, I have to rate them negative - I've never had this much trouble with an order before.
On June 2nd, 2004, AS added the following:

Final update: They did finally send me a check for the shipping they'd overcharged. But I still think the customer service on the "new" Nor'East leaves something to be desired. I'd sent them a letter telling them clearly why I was unhappy with the transaction and suggesting that 1) they at least let customers know on the packing slip if something's out of stock, rather than leave them guessing where their plant is 2) preferably let them know immediately if something is out of stock so they won't prep a site and/or can look for a different source for a plant. In response, I got a very brief form letter that essentially said "thank you for your business, we look forward to serving you again, here's your $2"! Though I was amused, I'd think better of them if they had at least said "we're sorry you're unhappy" and apologized for making a mistake on the amount of the refund I was owed.
Negative mason_bradford
(4 reviews)		 On Jan 28, 2004, mason_bradford Conway, SC wrote:

John Saville has stepped down in the company and the customer service has not gotten off to a good start so far I have sent them 2 e-mail messages since friday of last week and one last night and not a one person has gotten back to me so far. This is not good! People better start searching for another miniature rose nursery.
Negative KenFranklin
(1 review)		 On Oct 1, 2000, KenFranklin wrote:

I don't know about the company, never got around to ordering. I was immediately put off by the use of clearing my browser cache, which wouldn't allow me to "back out" of their site. I for one refuse to do business with any company that uses tactics such as this.