Comments regarding Four Winds Growers

I'll start with the good:
Shipping was prompt and the tree appears to be in good condition.

However, I have experienced from them the worst customer service ever, worse than with any large bank, credit card, or other company, and shocking when considering it is a small, family run company.

The story:
As soon as I received an email invoice from them, I realized I had made a small mistake in the billing address, just the apt. no. Assuming they needed an accurate address, I promptly sent them the following email : "Hello,
I just noticed I made a mistake in the billing info,
It is 123 X St. Apt. A
The rest of the address is correct and the shipping address is correct.
Please let me know when you are planning to ship.
Thanks very much,"

The next day I received a reply: "Address corrected. Order ships today via UPS 3 day select.
thank you."
I felt this was very fast. However, when the UPS notification email came I saw that Four Winds had exchanged the shipping and billing addresses, and had shipped the tree to the billing address, where there would be no one home to receive it. Not sure how such a mistake could happen, my email was very clear. I immediately sent them another email, requesting that they address this with UPS, which I, the receiver, cannot do. This email was ignored. I called the company, and spoke to the most cranky and irritable customer service rep. I have ever had the displeasure to speak with. I gave the order no. and repeated the problem. Her reply: "this was sooo unnecessary" and very reluctant to help. Hmm, ok. Still, I insisted. She was extremely unpleasant. Then asked for the correct address. I gave it to her. Again from her, testily: "This is all soooo unnecessary!" Well, excuse me for thinking that providing the correct billing address is the ethical thing to do! She did begrudgingly admit it was their fault and said: "this is going to cost us even more!". Even more??? I paid $48 for shipping! Clearly it had cost them nothing up to that point, if not a profit for them on shipping, and how unprofessional. The call ended. I maintained an even tone throughout, even while continuously being insulted by this Kerry. And this is by no means the end of the ordeal.

On the arrival day I kept checking the UPS website. At 12:15 the package was supposedly delivered. However, it was not here. UPS told me it was delivered to the billing address, with a change made by the shipper to the shipping address apt. no., in other words, not to the shipping nor to the billing address, but a mix of both. According to UPS the original address was the billing address, and the address as Four Winds changed it to was the same billing address, but with a new apt. number. Genius. The options: request the shipper to retrieve the package and reship, or go get it myself from the wrong address.
Not only 2 serious mistakes that indicate complete lack of attention or caring, but supremely rude treatment on the phone.
If you cannot obtain your citrus tree elsewhere, be super careful not to make even the tiniest mistake in your order. And if you must speak to customer service, ask to speak to anyone but Kerry, maybe you'll have better luck.

My husband has always wanted a grapefruit tree. He had gone so far as to pick out the type (Oroblanco) and nursery (Four Winds) before we had anywhere to put plants. Now that we do, I ordered (on January 21st) plants to arrive for his birthday (February 18th), choosing the expensive fast winter shipping and including a birthday message. They did confirm my order by e-mail. As I had heard nothing further, I called them on February 17th. The lady said they weren't shipping due to cold weather, and that no they don't always advise if they are not going to ship, seeming fairly unconcerned about the birthday aspect, other than to ask if I would still want the plants at a later date. Then she said, "oh, you ordered back on January 21st " - I thought.... - "we can't hold your order then as it will be over a month" - I was speechless.

My reaction was to burst into tears as I explained to my husband why I didn't have anything for his birthday. I would never have ordered again from this company.

However, my husband was determined and he ordered this tree from this company again in March. This time the tree arrived promptly and he is very happy with it.

2 year trees aren't very big, just in case you didn't know that. They even told me to buy locally first, but I wanted to know that I was getting exactly what I wanted.

I was disappointed in the size of the trees for almost $40 a piece. Later I looked at lowes and their trees were 2 times the size for half as much, same variety.

I was very happy with the condition of the trees, they even held up a couple of days bare root until I could plant them. I talked to the owner when I called with a question on the weekend and they were very nice people.

So while I would never give them a negative, I wouldn't go positive based on the size of the trees that I received. Neutral seemed to fit as I just wanted this to inform others that the 2 year trees are not very big. With all that said I'd order from them again if I really needed to buy a rare variety as they have many, they did provide viable trees, and the customer service was excellent. So don't let me scare you off, but remember 2 year trees aren't very big (12-20inches).