ComplaintsforChamplain Peony Company
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Complaint Details
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Initial Complaint
01/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a very specific variety of peony on April 19, 2023 for $45.02. In June, I was told I had to wait until fall/winter for the flower to be ready. I accepted the delay and waited. On December 17th, 2023, I requested an order update as I had yet to hear anything. I was told it was still not available and would not be until spring 2024. At this point I had lost confidence in their ability to fulfill the order and requested a cancellation and refund. On January 5, 2024 the order was finally cancelled. I have yet to receive a refund and the shop is no longer answering.Business response
01/18/2024
********* pre-paid for a single root-stock advertised as available LATE 2023. We reached out to the customer first on June 17th, 2023, with an update to let them know the order would ship as Late as the end of December 2023. On December 20th, 2023 , we emailed to let the customer know their pre-ordered shipment was not available due to quality control from our vendor , and would not be scheduled for shipment. We offered to substitute for a product that was in stock, to issue a store credit, or to wait until the originally ordered product was in stock. Agriculture is not a guarantee, and unfortunately we must make last minute quality control adjustments that are sometimes disappointing. ********* decided that was unacceptable, and demanded a full refund either by ****** or mailed check. Although typically in this case would either retain the order until the item came into stock, or make a substitution, we attempted to satisfy the customer's demand. Unfortunately Our system couldn't issue a direct refund ,as the order was pending over Six Months. We explained the issue and offered store credit and/or to work with the customer to come to a satisfactory result. After multiple demands , in the interest of customer service, we made exception to our policy and issued a cash refund directly to *********, IN FULL via mailed business cheque (see proof of attached).Customer response
01/18/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I have not received any check, nor was I made aware of its existence until just now. I will not consider this matter resolved until the check clears. Regards, ********* ***
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
1502 NYS Route 22
Essex, NY 12936-1820
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.