ComplaintsforNorthland Gardens, Inc.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made an order for pots and when they were received two were cracked. Was initially told that I should told to make a claim with ***** and new replacement pots would be sent out. The claim was processed and now they are ignoring my e-mail and phone messages. A full refund is in order. 

  Business response

  10/20/2022

  To Whom it may Concern: In response to this consumers complaint, Please see the following facts as detailed by our office. Consumer Placed an order for 4 pots and 3 bags of Bonsai soil on 7-18-2022, which we processed and shipped immediately. Consumer then advised us of 1 pot that he claimed was broken. we advised him to send us photos and file a claim with ***** for this one $16.99 pot and we would follow through and make sure his claim was processed. Consumer then proceeded to file a claim with ***** * for HIS TOTAL ORDER of $165.95 NOT JUST for the 1 Pot he initially claimed was damaged. At this point we declined to assist in his ***** claim as this was a FRAUDULENT CLAIM and we do participate in FRAUDULENT claims or activities period. Consumer then proceeded to send more photos of other pots he now claimed were ALSO DAMAGED. We responded by pointing out this was NOT his initial CLAIM & these pots are imperfect, inexpensive & mass-produced products NOT one of a kind HIGH END pottery and will have "minute" inconsistencies and tiny flaws as stated clearly on our description of Chinese pottery on our website. Consumer proceeded to call our office  and was advised that once ***** denied his claim because he over exaggerated his loss we could not proceed with a ***** claim.We then proceeded to offer him a one time courtesy discount on his next pottery order as to compensate for his $16.99 loss, as we agreed this one pot while still viable had a more visible flaw... see email below. "Mr. ******We have reviewed your pictures and your clam. The pictures depict what is common on most chinese imported pottery. This is inexpensive Chinese made pottery inconsistencies, glaze imperfections and TINY hairline imperfections are just common. These are NOT Japanese pots sold for hundreds of dollars that are PERFECT. In consideration we have approved the following discount code just for you. As a one time courtesy we will give you a 15 percent off discount code that can be used one time for pottery only. CODE IS "******"  Do not apply Quotes when using code. Code will expire October 15th 2022 We hope this addresses your concerns, as it is the best we can do, as no ***** claim is warranted. Thank You This offer apparently wasn't sufficient as the consumer then proceeded to file a BBB complaint and give us a 1 Star google review. We regret we could NOT accommodate to his satisfaction a sufficient resolve as he was a repeat customer, but we STRONGLY feel given all the circumstances we went above and beyond to help properly compensate his original claim of one broken pot FOR $16.99. Thank You 

  Customer response

  10/20/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.    Regards,  *** ******I am disappointed by the response as when I initially contacted the company they advised that they normally check for cracks before sending but would be happy to send replacements with the next order at no charge if I file a ***** claim. The claim amount was for the two broken pots and I have e-mail proof to back up this claim. 15% off an order is offensive as I would much rather just have my money back. I regret ever ordering from this scam of a business and hope you warn other consumers about their unethical practices. 

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/24/22 purchased parts that arrived wrong size (1 1/2" rather than 1") Contacted seller, who actually YELLED at me without letting me finish a sentence, then HUNG UP as I tried to clarify I've followed up by texting photos of the mismatch but have not heard back. The amount of purchase: $41.77 I want a refund or exchange; If you can resolve this, please let me know before I file with CC Co tomorrow. Thank you.

  Business response

  06/12/2022

  Customer called our tech team for missing parts on an item he purchased from ******. He was informed this is a common occurrence.The item he purchased comes in two different configurations. The original item #***** UV 20 Watt has 1" ATTACHED barbed fittings, the 2nd #***** UV 20 watt version has 1 1/2" DETACHED Barbed fittings.He was specifically asked if he was missing the detached 1 1/2'' fittings as this version has THE ONLY REMOVABLE PARTS, he replied yes. (Conversation recorded). We shipped him the only removable part and the item he agreed was missing.Since then he has called our business, verbally abused our sales reps and used profanity, which is when we STOP conversing as that type of rapport is unacceptable. To complicate matters an email has been received with demands and threats of retaliation, specifically saying he is a retired serviceman with plenty of time on his hands to get back at us. To conclude the right parts were sent as he agreed to. We do NOT tolerate profanity or threats and have placed this customer on a do NOT SHIP status as the Manufacturers REP and will NOT be entertaining anymore of his belligerence or NONSENSE!.

  Customer response

  06/13/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, **** ****** The person is not being truthful. I Sent photos of what I had to prove my point since I could not finish my conversation due to constant interruptions and be yelled at. The person I spoke with seemed, in my experience, to be unstable, patronizingg, rude and disrepectful. My injitial call to order the parts started like this: "Hi, I left a message a few day ago (to give a reference for the call) about a..." that's as far as I got before he began yelling that he was shorthanded, had to do everything himself; then went on to chastise me and "you people who buy from ******"; his hatred for **** *****, etc. Very strange and unnerving.When I called back to explain the parts mixup he would not allow me to finish a sentence, insisting that I did not have the piece of equipment that I had told him I had, basically calling me a liar. At thaat point I said something to the effect of "Are you the same guy who gave me a bunch of crap about ******? at which poin he hung up on me. I then texted pictures of what I had to show that it was, indeed, what I had attempted to convey to him and got no response.  I then emailed, offered to return the wrong part if he would send the right part. I also ionformed that, should he not respond, that I would pursue other avenues (such as this). I said that it 's obvious he is overwhelmed by being short-staffed and that it waas not my desired to cause him any further stress, so let's just settle this like gentlemen; again, ignored.It was then that I reluctantly contacted BBB, my Bank. This is the first time in my life that I have ever filed a complaintagainst a busuness  (I'm 77) , but the treatment I received was so egregious that I felt compelled in this case. Mind you, the amount in question was $41 & change. I have no desire to, nor will I, speak with this person again. All I ask is that he make it right; do the right thing. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩