At Normans they are having too much fun!

[Optimist]

Got my order wrong, and are rather blase about serving their customer. This is my last order from them "If" I can get the plant out of them that I really wanted. They sent a really bad plant last time too.

The gal on the end of the phone was a total jerk as well.

They sent me an ugly dendrobium instead of the cattleya type I wanted (I won't go into it too deep). I can't stand dendrobiums, and I hate pink flowers. Norman's has batted it out of the ball-park as far as me thinking they are not "customer service oriented." As a former customer. Good luck with that attitude!!!!

---------- Post added at 05:09 PM ---------- Previous post was at 04:54 PM ----------

actually, this will be the last time I will trust an on-line seller whether they have a good reputation or not. They hire people who can't read, and can't get an order straight. I will only buy orchids that I chose by hand, and buy in the place (show or shop). Norman's takes its sweet time sending, and gets the order wrong. I ordered it on 5/5. and received in on 5/17. All that time for a 2-3 day package is ridiculous.

[Ray]

Originally Posted by Optimist

?..actually, this will be the last time I will trust an on-line seller whether they have a good reputation or not. They hire people who can't read, and can't get an order straight. I will only buy orchids that I chose by hand, and buy in the place (show or shop). Norman's takes its sweet time sending, and gets the order wrong. I ordered it on 5/5. and received in on 5/17. All that time for a 2-3 day package is ridiculous.

I think you are painting with too broad of a brush, or cutting off your nose to spite your face (pick your metaphor) by assigning irresponsibility to all based upon one vendor (or even a few).

There are many reliable mail-order orchid vendors out there.

Norman's is living up to their reputation, and I avoid purchasing from them, not everyone.

[Optimist]

Originally Posted by Ray

I think you are painting with too broad of a brush, or cutting off your nose to spite your face (pick your metaphor) by assigning irresponsibility to all based upon one vendor (or even a few).

There are many reliable mail-order orchid vendors out there.

Norman's is living up to their reputation, and I avoid purchasing from them, not everyone.

I suppose you are right, I tend to be a jerk when I have waited for a plant for over 4 years and finally find it in a form I like, and for a cost that I can afford. (This happened last time with that torn up Bulbophyllum too) however, at least 50% of the online orchid dealers (not supplies) I have dealt with have sent me either the wrong plant, plants that are sick or dying or have done some other ridiculous amateur, idiot thing. I consider getting anything as offered 50/50.

I forgot to say in my fuminator of a post, the Dendrobium also has scale or something odd-- tiny bumps on the leaves but not white. I am still trying to figure this out.

And I did not realize they were so bad. I would not have bought from them if I knew the opinion of people who I respect (like you) is that they will not buy from them. I'll forgive them if they are at Redlands, but they have not answered my e-mails yet either.

[fooferdoggie]

I agree on normans I got one good order then a vanda that had rotten roots and split leaves with bad ends. all I got was thats hwo vanda's are and if you don't like it return it. though I did risk it ordering a black phal from them that is nice and healthy and in bud.
but so far I have had really good luck on mail order.

[MrHappyRotter]

This is another retailer that, after my first hand experience with them, I'd be reluctant to order from them again and I'd be reluctant to recommend them to anybody. It saddens me, but I have to put them in the same category as Seattle Orchids.

Basically, if you aren't looking for something specific, you aren't paying a lot for the plant, you stick with run of the mill mass produced hybrids, and you don't really care much if what you get is healthy and actually what you ordered, then Orchids.com and Seattle may be perfectly fine for you and your needs.

However, now that I've been in the hobby for as long as I have, and given that it's harder to clear out space for new plants, I tend to be much more discriminating with my orders. I choose very specific species and hybrids because I want those exact plants, and while my budget is limited, I'm willing to save up so that I can purchase quality stuff.

When retailers don't know for sure what they are selling is correctly labeled, can't guarantee that I'll get what I order, and don't provide much or any recourse when things do turn out to be mislabeled or make it a very burdensome process to rectify the situation, I'm sorry, but I consider them shady retailers.

That doesn't mean I absolutely won't deal with them or that they don't have any redeeming qualities. I fully admit I've also gotten some very nice and healthy plants from Orchids.com/Norman's and Seattle. It's just that I won't order as freely from them, I definitely won't buy anything expensive or rare from them, and I sure as hell won't be handing out kudos to them online or to anybody that cares to ask.

I completely understand that even the best retailers miss the mark sometimes. The difference is how the good ones handle it. A good retailer will work with you to figure out an acceptable solution (so long as you are reasonable and polite), such as sending you a replacement if the one you got wasn't healthy, offering a refund, or giving you a credit towards a future purchase. Bad retailers will refuse to accept that the plant is mislabeled, blame you for the problem, and/or run you around in circles for weeks/months before offering up a partial refund if any at all.

Anyway, my point is there ARE good online retailers out there, and while it's certainly easier to make sure you get a healthy plant if you pick it up yourself, I would highly encourage you to reconsider. Retailers like Peter Lin (Big Leaf), Andy's, Louisiana Orchid Connection, Piping Rock, Fox Valley, and Chuck Acker to name a few ... these are all fantastic online retailers and I can't say enough good things about them.

[Optimist]

thanks for your thoughtful answer Mrhappyrotter. I do feel like a total crazy when I complain where people can hear it. After that last time when that guy followed me here, I have shied away from much talking online at all. I did get a fairly "common" orchid but one I have seen as a seedling, and this was a mature plant only about a year away from blooming. I got the packing receipt-- it said that I had gotten the plant I ordered. Their order department said I got the plant I ordered, but the wrong orchid was in the box. Since their paperwork was correct, they assumed the correct orchid was in the box. This is a business and supply problem. They need to be able to scan a tag on the orchid and that ID number will follow the order all the way through! Is this a foreign concept? Wallmart uses it! It will subtract the item from your inventory. These scanners can be used through a phone or a tablet-- anything with a camera. Why, Why, Why? There is no reason to get the wrong item in a box except for shear employee laziness, and/or no supervision.

[Orchid Whisperer]

I have no personal experience with Norman's but every post on any orchid forum that I have read concerning them is negative. Some are VERY negative. Buyer beware (as for me, buyer avoid).

[Ray]

Originally Posted by Optimist

They need to be able to scan a tag on the orchid and that ID number will follow the order all the way through! Is this a foreign concept? Wallmart uses it! It will subtract the item from your inventory. These scanners can be used through a phone or a tablet-- anything with a camera.

Sorry, but now you're dreaming. There are two, basic problems with that:

1) The cost of implementing that is prohibitive, IF you can find a label printing program that offers it.

2) It does absolutely nothing to prevent mislabeling or swapped labels. Many current vendors have ID numbers on the tags. If puller & packer Fred Numbskull scans a label that was put in the wrong pot, then he will be absolutely certain it's the right plant.

[Optimist]

Of course, Ray. However I did see that both the plant I wanted and the plant I got had the same exact humber, lets say 2040, except that they had a 2 letters before the number that were different. If all the numbers were unique that might actually solve things.

like:
MN 2040
HP 2040

That is where the packers got my order wrong.

I know I am no efficiency expert, but look at it this way, does the cost of disappointing your customers to the point that people are bad-talking you online and potentially poisoning your brand have the same value as getting a way to create stickers with QR codes (free) and scan things before they go in boxes? I do not see this as cost prohibitive as much as "a tiny bit of extra work."

[Optimist]

Day 5 after contacting them with the error, no response. Norman told me that they contacted me. It didn't happen.