ComplaintsforRoy Webster Orchards, Inc.

• Initial Complaint

  07/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with The Fruit Company on line (other references lead me to believe this is the same company). Order number ******. I ordered 1 box of mangoes and 1 box of oranges but instead received two boxes of oranges. I have been attempting to get a refund for the mangoes I did not receive. **************** has given me the runaround and have so far refused to issue me a refund. I should not have to pay for their mistake. Nor should it be this difficult to get a refund for their error.

  Business response

  07/06/2023

  We are sorry to hear that ******* filed this claim while we were in constant communication with her to resolve the issue.  ******* placed two orders; ************ Oranges and Southern Mangos.  The orders arrived on July 1st, and ******* notified us on July 1st that she did not receive any mangos but received two orders of oranges.  We responded to ******* on July 3rd (our office is closed on Saturday and Sunday) and let her know we were sorry to hear that her order did not ship correctly and that our company policy is to ask for a photo of what she received.  This is an acceptable request that all companies should make if the recipient is stating they did not receive what they ordered. We use this to validate the claim, as well as to share the photo with our production team in order to improve our processes.  On July 3rd ******* sent us the photo of what she received, and on July 3rd we responded letting her know we appreciated the photo, and were very sorry to see that she did not get what she ordered.  We also let her know that we would issue a refund for the mangos right away, which was processed that same day as well.  

  In closing, we are sorry if ******* took offense to us asking her to send us a photo of what she received and felt that we were giving her the run around or refusing to refund her money.  At no point in our conversations did we state we would not process a refund, we were simply asking her to validate what she received. Our conversations with ******* started on July 3rd, and were resolved on July 3rd.  We take our product and customer satisfaction very seriously.  We hope that with the resolve ******* received on her order, that she will see we truly did have her best interest in this process.  

  Thank you for providing us the opportunity to respond.  If further information is needed, please do not hesitate to let us know.

  Kind ********************************************* **************** Manager

  Customer response

  07/06/2023

   
  Complaint: 20272522
  
  I am rejecting this response because:

  The above statement that the issue was resolved in one day on July 3 is false.  I was not told I would receive a refund until 7/5, after I filed this complaint.  
  It is true that 7/3 was when I received an absurd email demanding that I take a picture to document that I did not receive my order of mangoes.  How does one take a picture of something that does not exist?  Completely ridiculous.  Nonetheless, I did take a useless picture of the oranges.  What that proves is anyones guess.  Moreover, what if I had eaten the oranges?  What picture would I have taken then, useless or not?  When I sent the picture of the oranges (requiring that I gather all of them up since it had been days since I first contacted them about the problem), I said I wanted immediate confirmation that I would receive a refund since I had my doubts given this silly demand to take a picture of something I did not receive.  I sent the email with the picture well within their customer service hours as in many hours before they closed.  I received no response whatsoever that day.  I was not told I would receive a refund until 7/5, after I filed this complaint.  I continue to have my doubts that I would have received a refund if I had not filed the complaint.  
  

  No where on the companys website (at least that I can find) states that if they make an error and do not send you what you ordered, you are somehow required to document with pictures that which does not exist.  If that were stated clearly on their website I would not have ordered from them in the first place.  They should make that clear on the product page so that people understand what they are getting into before placing an order.  I routinely order food products on line and found this experience to be an outlier.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False advertising They sent an email stating i have a present from the fruit company As of now they have not been able to let me redeem my present

  Business response

  01/17/2023

  Here is our response to the customer. We apologize if this was taken out of context by ***************  We sent this to thousands of subscribers, he is the only response we have had back with someone expecting a gift.    

   

  To:*********************
   Dear **************,
  
  
  I have received, and responded to your claim with the BBB.  I can see very little room for this statement to be misleading.  Our Marketing Team is using this as a promotion to businesses to invite them to use us for their corporate gifting needs.  This was sent out in one email to non-business subscribers to also let them know we have a corporate gifting team if they need that service.  
  
  
  If you read through the entire promotion, you can see they use it here as an example of what a business could send to their clients as a message.  We do apologize that you read this wrong.  This email header was not intended to mislead or deceive.  
  
  
  If I can answer any other questions, please be sure to let me know.
  
  
  Respectfully,
  
  
  ****************
  Customer Service Manager
  ************
  www.thefruitcompany.com

  Customer response

  01/17/2023

   
  Complaint: 18812127
  
  I am rejecting this response because:
  The business states i took something out of context. This is plain English. It is false advertising! I wouldnt have even opened the email if I thought it was a sales pitch. The main subject line states that I have a present from The Fruit Company
  Sincerely,
  
  *******************

• Initial Complaint

  01/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchase a fruit basket as a Christmas present on Dec 19th, it was processed and shipped on the 20th with the guarantee of delivery by the 23rd. I called their customer service depth on the 22 when the *** tracking # came in stating delivery would be on the 27th. I was told by The fruit company that it would be their on the 23rd *** just hasn't been updating their tracking website. I was then told if I wanted any further info contact ***. Upon doing that I asked them to deliver the package to a different address I would not be home after Christmas and didn't want rotting fruit on my front porch they told me the company would have to authorize that, so called once again the fruit company and asked them same, they swore that it would on time and no need to change addresses. It was not delivered it is supposed to be delivered today, I left a note for the *** person refusing it, because I am not home, and it was a present. Contacted customer service again yesterday asked for a full refund, was told everything from it was my fault to everyone else in the worlds packages were delayed as if that matters I didn't buy anything from everyone else. They shipped ground which is 5-7 business days it never had a chance of getting to me on time, which means they lied on their website about Christmas delivery. It cost a total.of ****** dollars, I would like a total refund.

  Business response

  01/11/2023

  We are sorry to hear that the customer felt the need to report this, when every step of the way assistance was given to him, based on the information we were receiving from ***.  No one was lying to him, and we made contact with *** 3 times and received an answer that it would deliver on time, so that is what we passed on.   Aside from all of the ******* submitted in his comments, this was indeed a frustrating time for everyone.  The last week of Christmas deliveries, the worst delivery week of the year, and so many areas being hit with severe weather delays.  This is only stating the facts, and was in no way an excuse offered.  Facts are facts.  The customer asked for a refund on his order, and it was processed immediately.  He was refunded for the gift, and the shipping even though he only requested a refund for the gift.  The sad part is, we confirmed with him prior to the date of this filing, that he would be issued a full refund.  We thank you for bringing this to our attention.  ************************ has been compensated for what he requested, and then some.  Please let us know if further information is required.  

  Customer response

  01/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought chocolate covered red cherries from this business online. I had received a gift of them for a present from my daughter for Christmas. Which were very good. When mine came on Dec 28,2021. I opened the box and instead of one large package there were 4 small ones. I opened one and tasted one. It was all dry and crumbly and the cherry was dry and hard. Tasted a few and had my son taste some. All were the same horrible quality. Like they were old and spoiling. I called the company and was told i had to wait 24 hours for someone in another department to see if they would exchange them or not. That is unreasonable because the New Year holiday is a couple days away. So Ill be waiting till after then. I asked for a supervisor. I was then told Id have to have a call back because there was only 1 supervisor in the WHOLE company that serves the whole ************* and couldnt get on the phone. I feel that if i can NOT return to a store that I should have been given a refund or a new product. I stated i would mail back these horrible chocolates back to them and was told no. I was on phone 30 minutes and still no supervisor. To me this is a lot of money for chocolate and they should be delicious not spoiled. After this i will never buy from you again nor do i trust a replacement at this point after what I received from you from this order. Receipt:About Your Order Dec 22, 2021, 7:12:02 PM Received at *********** Items Ordered Invoices Order Shipments Items Ordered Chocolate Covered Cherries NC0001-00 $34.00 Ordered 1 Shipped 1 $34.00 Subtotal $34.00 Discount (20% off coupon) -$6.80 ******************* $9.00 Grand Total $36.20 EXPECTED DELIVERY DATE 2021-12-29 ORDER INFORMATION Shipping Address ********************* ***************************************************** T: ********** ************************ Billing Address *********************

  Business response

  12/31/2021

  This customer called to complain about an order she placed with us, and was immediately taken care of.  The only reason the customer was asked to wait for a full response was so that our team could verify the date code on her product.  The customer insisted on holding on the line to speak with a Manager, and yes, I am the only manger in this department, for the entire *************.  We are a family owned and operated business, but we have an entire team of capable staff to answer her questions and determine a resolve.  The customer did not like the first answer so wanted to hold, I was in a meeting and when I responded to my team member, she told me that ***** did not want a call back, she did not want a replacement, she wanted a refund.  A refund request was submitted immediately.  We sincerely apologize that the customer felt we were not trying to find the best resolve for her.  In asking for further information, it would have been only to provide her with the most accurate information on the expiration date of her gift.  The chocolate covered cherries that arrived in her first gift, were the same date as the ones she is mentioning here.  However, it is chocolate and is shipping from **********, ****** to ********, so the weather will have an affect on the product, especially when ***** chose to ship them *** Ground (5-7 business days during holidays).  We feel that the customer was taken care of and received the refund that she requested.  Her frustration for being on hold for that long was her request, she was informed multiple times that I was unavailable and would call her back.  It also tied up one of our team members to be unable to take other calls, and resulted in the same resolve she was promised from the beginning.  

  We do send our apologies that ************** felt her experience with us was unsatisfactory, but also feel that what she requested for a resolve was provided immediately. We do value our customers and stand by our product and feel her experience with us would have been more positive is she would have allowed me to call her back when I was available.  Thank you for your time and allowing us to respond.  If you need further information, please be sure to let us know.  

*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. ↩