Hausermann's - What more can I do? - Orchid Board

Salixx · #1 08-28-2016, 02:01 PM

Edit 9/2/16: Hausermann's admitted an error in processing my replacement plant and sent me a substitute that also has problems.

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So,

I made an order from Hausermann's and received my plants on 8/5. One of the plants, a Warczewiczella discolor, had a completely rotted root system - the only living roots were some aerials. The other two plants were fine.

I immediately took photos of the plant and sent them an email (also on 8/5) explaining the situation. They did not respond after a couple days, so I called them. They told me they would replace the plant.

Two weeks went by and no plant. So I called them again last Wednesday to see what's going on, and they claim that they sent it out. They aren't sure where it is, but they will call me back with a tracking number. I haven't heard back from them since. I live in a rural area, it's highly unlikely the package was stolen. I also talked to my landlord, the only other person on the property and he hasn't seen it.

Needless to say, I've lost confidence with them. I was hopeful from the start, as everyone on here always seems to have great experiences with them but I am getting a feeling that they just don't really care. I understand they are busy (we all are), but this was my first purchase with them and I can't say that I will buy from them again at this point. Additionally, if they did send out a second plant, it's MIA and likely also going to be very unhealthy at this point or dead.

What more can I do? What would you do?

I don't have time to constantly call them. I work an average of 10hr days and often am not home before they close.

estación seca · #2 08-28-2016, 02:29 PM

Wow. I would send an E-mail every couple of days.

Leafmite · #3 08-28-2016, 02:42 PM

I am sorry about your experience. I would call the post office and see if they can tell you what has happened. They should know if a package was delivered, especially if you live in a small town. I would check to confirm there was no package before contacting Hausermann's again. Once you have that confirmation, then you should call them again and, as nicely and firmly as possible say that your post office never received the package and ask them to see what has happened.

Salixx · #4 08-28-2016, 03:14 PM

Emailing them often is a good idea... that way I don't have to do it when they are open!

As for contacting the post office - I work at my local post office an average of 2-3 days a week currently and have the fortunate experience of either delivering my own mail or having one of the clerks hand me any packages for that day instead of giving it to the carrier that is delivering the route I live on. I also get a couple packages a week from amazon, etc so I'm not sure they'd remember specific items anyway.

The first package was delivered Fedex, so I was expecting it Fedexed again. I'm honestly not sure how it was sent since they haven't given me any shipping info.

Thanks for the ideas!

Leafmite · #5 08-28-2016, 04:39 PM

I know that, a few years ago, when I got the wrong plant, they did not send tracking information with the replacement...it just appeared. I had expected tracking as they had always sent it.

I forgot that, lately, the packages from Hausermann's are sent Fed Ex. I think that at one time, they used USPS and for a while UPS.

I am not sure Hausermann's reads their email. I have heard it is better to call them.

Good luck getting this resolved. I can imagine that it is terribly frustrating. :|

Dollythehun · #6 08-28-2016, 07:21 PM

I just recieved an order from them and it was perfect. There was a slip saying Maria packed it. I would nicely call or email them again.
Also, we live in a rural area. We order our pet food from Chewy.com and this winter our whole shipment was stolen off the step. Also last month our garbage can was stolen, so it happens. I'd keep trying.

Leafmite · #7 08-28-2016, 08:36 PM

That is why I think she should ask the delivery service if they did deliver a package.

Salixx · #8 08-28-2016, 10:12 PM

I would ask the delivery service, except I don't have that information. All I can for certain say is that it did not come through the Post Office this last week (I worked there every day but Tuesday and was home when my mail was deliver then).

I never received shipment notifications or a tracking # on anything, including for the original order. If they sent it FedEx, it would have been placed inside the garage, as FedEx is pretty good about that. Hausermann's told me last Wednesday that they would call me with tracking info - the woman on the phone could not tell me what delivery service was used. Without a tracking number, it's pretty useless to call and see if a package was delivered. I myself deliver packages all day and don't remember a whole lot from one week to the next unless it was something really remarkable. None of my orchid deliveries would resemble a memorable package, from a delivery driver's standpoint (obviously, for me, they are very remarkable since I know their contents!

)

I'll clarify that I am pretty sure that it wasn't stolen for a variety of reasons. The driveway is pretty long and you'd have to have eagle eyes to see anything or be following the truck. My landlord is mostly retired and home most days, so you'd have to be pretty brazen, too. Also, this is the only item to be potentially delivered that has gone missing. I have gotten all other UPS, FedEx and USPS packages. I deliver mail in this town- including a TON of packaged (100+ per day), and nobody has reported to the Post Office that packages have gone missing. So the chances of this one package getting swiped are slim, IMO. Certainly not impossible, I just really doubt it. I personally think it's far more likely that either Hausermann's neglected to actually send the plant, or even more likely, they sent it and FedEx or another carrier has lost it or misdelivered it. However, I can't say anything for certain until I am provided with shipping information.

I have sent them an email and will try to call them on my lunch break tomorrow if I have time.

It's really just frustrating and disappointing more than anything.

Leafmite · #9 08-28-2016, 11:20 PM

Good luck! I hope you quickly discover what happened!

stonedragonfarms · #10 08-28-2016, 11:52 PM

I've always had great service from Hausermann's; I'd do what the others suggest--namely I'd send an email enquiry (on a regular business day), and follow-up 24-36 hours later with a phone call (also on a business day) regardless of whether you hear back via email or not--if you do hear back, it's a check in/confirmation call, if you don't hear back, its a follow-up. I'd simply ask when to expect the package and to be provided with a tracking number; failing that, I'd politely ask for a refund on the price of the plant. On a side note, bear in mind that with the hot weather we have been having, things do happen to plants in the mail, especially if they are being shipped via ground delivery.
Just my $.02,
Adam