ComplaintsforDesert Farms Inc

• Initial Complaint

  02/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/28/21, I bought 1 pouch of camel milk powder and thirty, 16 oz frozen camel milk from desert farms. I then received an emailed order confirmation. I didn't receive any other emails after that regarding shipping, so I called them on 12/27/21 stating that I hadn't received any notifications whatsoever about when my order would be shipped, or if it was delayed or anything. The employee stated that I had known there would be a delay. I told her that the website clearly stated only the milk powder was to be shipped until January 2022 but there was no mention of any delays with the frozen milk. She said they had a surge in orders due to the discounts offered during the time I ordered and they were behind. I told her it was very inconsiderate for them not to send a courtesy email to keep me informed about any delays or what is going on. I also explained that this is not the first time I had to call in to get the status of my order. She said she would get my order ready asap. I then received the frozen milk a few days later. However, I still have not received the milk powder and know I will not receive it until I call them and complain. The same thing happened with a previous order I had placed. I received a confirmation email after my purchase, but then nothing. About a week later, I left voicemails and tried to reach them through chat/email but didn't receive a response. They finally responded to my email stating my order was shipped. No apologies or other explanations. It seems that the people running this company might be amateurs that don't know what they're doing. Their practices are messy and irresponsible. As I've mentioned, I don't get my order until I contact them to complain. These are shady practices. I still have not received the milk powder that I ordered on 11/28/21 and have not received absolutely any emails about the status of that order. Their website doesn't even have a record that I placed that order.

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/02/01) */ We did in fact speak with ******* about the orders. We did apologize and explained when the 50 percent off code is released once a year things do back up quickly and it can take about a month to get everything shipped out. The milk comes from camels that only give about a liter of milk a day. We do not believe in milking the camels after they ween their babies. From November until Spring the camels are slowly weening the babies so we let them dry up. In spring the new babies are born and production comes back up to normal. There were emails sent out apologizing for the delays and letting the customers know we did not forget about them. The powder that was ordered clearly said it would not ship until Jan 2022. The packing company was not able to get all the pouches filled by the agreed upon deadline. We have been sending customers emails apologizing for the delay and asking if they would like to remain on the waiting list, get a refund or swap the order for frozen milk. When we give the options our hands are tied until the customer responds and lets us know how they would like to proceed. We have been notified before by customers that they did not get any emails so we ask them to look in their junk or spam folder where the emails are quickly discovered. ******* has the same options as all our customers, but until we know what to do, we wait until we are told. We can be contacted by phone or email at all times. Consumer Response /* (3000, 7, 2022/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received any emails (either for this order or past orders) explaining the delays or asking me how I would like to proceed. I checked both my inbox and my spam just now and I am positive the emails are not there. I WOULD STILL LIKE TO RECEIVE THE MILK POWDER. However I still want the email. I don't understand why I always receive the confirmation email but no emails after that, ever. I always have to call weeks later to find out the status of my order. And miraculously, my order is shipped right after I call. I understand there are delays, order influxes during sales, etc. etc. All I want is to get an email with my order status, then later a tracking number and overall stay informed of what's going on with my order. That's all I want. It's what we all want as a customer. Please put yourself in my shoes. Please send me those emails you stated you already sent. ********************** Business Response /* (4000, 9, 2022/02/04) */ Spoke with consumer today and she realized the email was her .gov address. We agreed that is more than likely the reason she was not receiving notifications. The email address was updated and she agrees to waiting for the shipment of powder. Consumer Response /* (4200, 11, 2022/02/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company HAS ALWAYS HAD my correct email address I have been receiving marketing and order confirmation emails from them all along. On my last BBB response, I provided my correct email address just in case in order for them to forward the emails they stated were supposedly sent, which explain why I haven't received my order. Of course, I still haven't received anything. That is why I called the company a few days ago and asked what email address they had on file. They stated it was my work email, which might have blocked their emails. I get junk emails to my work email all the time, so I doubt their emails would get blocked. However, I didn't argue and gave them the benefit of the doubt at that point. I then requested for the emails that I didn't receive to be forwarded to correct email address and they said they can't do that as the owner is the one that sends the emails and they don't have access to them. OOKAY... The bottom line is that they've had my correct email all along (as I am still receiving other emails from them) but failed to ever email me updates on ALL ORDERS I'VE PLACED and don't have the backbone to admit that's what happened. Please start caring about your customers and learn how to run a business.

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