Indiatree,
I understand your frustration. All the vendors are having a hard time in this economy and I'm sure they've had to cut back staff in order to continue to provide their product at a competitive price.

I had a few glitches with DA roses this year also, but I was expecting them to be very busy and tried not to put any extra pressure on them. Shelley was very polite and solved a few issues for me. Jo Has always been very polite and professional with me, I have been dealing with her for almost 9 years and have never been disappointed with her professionalism or service.

I think you're a little angry with the details of the misfortunes you experienced with your order. You may not be aware of the atmosphere of shipping season at a mail order rose nursery... but I'm not making excuses for them, only asking you to be understanding of the hardships of the industry in this economy and with a payment method that they were not prepared to use.

Your experience with DA roses this year is not the usual experience... trust me.

Please take some time to cool down before you react too harshly to the situation.

After the shipping season is done I am certain they will remedy the situation to your satisfaction.

BC:)

We also make use of one-time card-numbers, for security reasons. (This is a GOOD ending story.)

Recently, we placed an order with Vintage. After DH ordered, we decided we needed an addition to the order.
Since the card-number used for the first order would not carry the additional item, DH sent the second order with a different one-time-use number.

OOPS! We received an email, saying that the card number was declined. They had just added the second order on to the first, of course.
We contacted Gita at Vintage, explained that there'd been two different numbers.
She looked, said basically "OOPS!" and fixed it.

Everyone makes mistakes, and I would not judge a business harshly for that.
But I DO take note of how the business handles the errors.
Vintage was right on target.

Jeri

I understand that vendors are having difficulties in this economy, and some posters can be too eager to trash them on this public forum.

But aren't some customers hurting in this economy as well? Sometimes people scrimp on other things so they can buy roses, and are disappointed when they receive unhealthy specimens, never get their plants at all, or receive threatening letters! When disappointed customers share their complaints here, they often don't get sympathy, but are criticized. I don't think that's completely fair. The OP of this thread contacted the business several times before she posted here.

Not naming any sources, since I don't want to incur any wrath, but I received two rugosas this year that arrived so iron-deficient that one quickly died. Two other roses were obviously bands that had been potted in one-gallon pots immediately before shipping. Should I think of these vendors as non-profits, and just send them donations and consider myself lucky if I get an as-advertised, healthy, correctly labeled plant?

Indiatree - all I can say is Good Grief! I think it's a shame you ended up composting those extra roses. If DA had been helpful and reasonable, you could have given them away and maybe DA would have gained a new customer.

I just read over my post and I realize it seems a bit harsh.

Don't mind me, I'm feeling a little prickly today, sorry.

Hey, this is right up my alley and let me clarify some problems being a online supplier of anything. Let me break it up into two parts

1. I am a credit manager for a fairly large company.. we send out quasi threating letters all the time, why, you might ask , due to two seperate reasons. a.) the declining value of over 60 days no payments and b.) the SHARP decline in collectible money over 90 days. If you just send basically a , hey you forget to pay us notice.. consumer stats shows a over 40% consumer ignoral of said letter, if you put a "pay now or within x # of days we may have to turn your account over to a collection agency, you recieve about 50% of your money. This is associated with a very HIGH cost of borrowing money for operating expensives, every dime you do not recieve for cash flow purposes, is a penny lost to interest of said recievable. It makes no business sense not to follow through in collecting your own money, even if you lose a X # of % consumers.. the reletive cost is low based upon the cost of borrowing money. HOWEVER, it can come accros as offensive, I understand that.

Part 2.. There is a strict good business practice you most follow using credit cards, as a supplier, you may only charge the card within x # hours of shipping product, if you do not, and complaints are filed, the credit card companies may pull your authorization to use them. Which basically would be a up a creek without a paddle, the prepaids you are using, though great to protect yourself with , are very cumbersome to a business to deal with (as is google purchase.. but lets not get started with that. A backorder of any item, can basically screw you out of collecting, what should be a cash business. Im not arguing against you using them, im just telling you, by first hand experience if you have 5 - 6 employees opereting a small branch of a business for 2 million a year.. YOU simply cannot afford to hire extra people to deal with these minor problems.

Sorry for the rant.. =)

Silverkelt

Hey Silverkelt! That's very useful information!

We ALL do so much business these days via credit card that another perspective is vital.

Jeri

I am going to post this in a separate message, but I just received an email from David Austin Roses and Jo VonBargen apologizing for the incident and compensating me for this order. I don't know if it is tied to this message post or whatever, but now of course I feel bad. But if someone had just picked up the phone at some point and politely called me, none of this would have happened in the first place. I wasn't trying to get something for free. But how many times was I supposed to take time out of my day and call them to try and give them a new credit card number and make sure the charge went through? In any event, thank you David Austin Roses and Jo VonBargen for paying attention to what happened to me so that your other customers will continue to receive the proper type of customer service that you are normally known for.

A common reaction of a good firm to a bad episode.
They do not want to loose a customer, and they probably understand the fault was all on their side.
Poor Jo, he will have had a bad day because of that, eh eh!

Just take the positive out of the story: you had the roses, you keep the money, and they have learned to be less silly.
:-)

You know what, there is NO excuse for bad customer service. If a business is having problems or issues, it is THEIR responsibility to address it. It is not up to the customer to have to put up with it...at all. In fact, the customer shouldn't even have a clue that anything but good things are happening at the place of business, and that they are most appreciated. When there is an inevitable glitch, profuse apologies are in order, and an immediate effort to make it right.

Blame the economy if you want. That is an excuse and is not justifiable. It is, however, a very fast way to go out of business.

By the way, I have run my own business for years. I wouldn't dream of putting any of my customers through poor service, no matter what is going on in my life at the time.

I don't spend my money in places that aren't interested in giving both a good product in a timely fashion, or good service. When that doesn't happen, someone's anger with it is justifiable. It is their money, after all, and the business doesn't have a "right" to it, unless the customer's expectations are met.

Sandy

Sandy,

Too bad the first paragraph of your post can't be e-mailed immediately to all mail order retailers. I applaud you for pointing out the obvious in this discussion regarding customer service, to wit: THERE IS NO EXCUSE FOR POOR CUSTOMER SERVICE. We consumers are, afterall, the ones who spend the hard-earned resources that keep all those beauties like D. Austin in business. To suffer indignities for 'breaches' in which we have no culpability is outrageous in the extreme.

However, I think we consumers (definitely including me) are complicit to one degree or another . . . Otherwise, a customer service horror like Hortico wouldn't still be in operation after all these years.

A customer is no more responsible for the problems of a vendor than a child is for the problems of a parent - there are situations where all that is acceptable is a smile and the appropriate response - it is what being responsible is all about.

I'm curious why you would feel bad. Your business wasn't treated with value as it should have been despite a lot of effort on your part. When in fact the only effort you should have had to put forward was making the initial order and paying for it. If someone treated me the way they treated you I would expect some contrition on their part. Let them be humble and apologize, its only right.

I'm glad things worked out for you.

Kate

Kate, the reason she feels bad is because when women (yes, I am generalizing) have gotten all the way to the point of "going off" their whole being is upset. It is a horribly uncomfortable feeling and foreign. After the storm, you are balanced again. Add to that someone apologizing and voila it's remorse time! Even if we were in the right and even if it righted the wrong. I just don't think it is in most of our make up.
Now a man. (yes, generalizing again) He would go through the same situation, "gone off" way sooner and had a beer with the person who irked him!
Indiatree, you did right, no harm no foul and you gave an update on the issue when rectified!
Ps my first bloom opened on my David Austin Tea Clipper today! :-) it's a beauty! I bought it from Armstrong LOL

I see your perspective but I don't share it:) Even though I'm female also I have no problem demanding (if necessary) that my patronage be treated as though it has value. But we are all different people aren't we.

Kate

I order stuff on the internet all the time using my credit card (AMEX) and have never had a problem. Once I ordered something and did not receive it, I notified AMEX and they credited it back to my account.

Sometimes I use Pay Pay, which is tied to my AMEX. I had one of those credit cards that was for a defined amount and had a lot of problems using it.

Not excusing the poor response by DA, but I think a lot of this stuff is getting too complicated for many vendors.

Yes, things can be complex, and computers can sure be stinkers, but never should a phone complaint be shrugged off. Gosh, phones have been around for quite some time now.

I'm glad you finally got some satisfaction indiatree, and you'll most likely love your roses, but it shouldn't have been so hard to come by!

Sandy

So, what roses did you get? Are they nice? Bloomed yet?

I'll simplify this matter from my own experience. I work in a business that has a definite busy season. During one three week period we do 50% of our annual business. There is no way to add temporary help for 3 weeks beyond some basic, unskilled labor for shipping/receiving.

Our employees work overtime and weekends and get real tired. They listen to complaints the whole time with those placing late and/or complex orders being the biggest complainers.

The customers don't seem to grasp the situation. They can expect perfect customer service, but sometimes it is physically impossible to give everyone exactly what they want.

Harry's comments about the seasonal nature of selling roses is well worth taking note of. All of these businesses are experiencing a full throttle rush of business right now and its simply not possible to add knowledgeable staff to handle the volume without compromising the quality of connectivity with customers. Its not nearly the same animal as a business that has a much more distributed flow of business throughout the year, and I think its worth taking this into consideration when you get grumpy about the quality of customer service you get. Flat out bad customer service is one thing, but slow replies to emails, blunt/brief phone calls, and order errors do not fall under the heading of bad customer service. They can't always hold your hand just the way you want 'em to; there are too many other things to attend to.

I am of the opinion that most rose buyers have no clue just how stressful and difficult the Spring shipping season is for the owners and management of these nurseries, both large and small.

indiatree, I appreciate you posting your experience; but I have to wonder how different it would be had you not used that one use number. I am in no way faulting you; according to what you wrote you tried multiple times to let someone know that it was a one use number; they apparently are not used to them. IMO, I think you would have been better off to send a check.

I have a feeling that we're going to be seeing companies deny orders placed with numbers like this.

I don't know what the answer to this problem is. It used to be that we were charged as soon as an order was placed, then it's hard to get the money credited if they run out.

As far as the letter you got, I wouldn't get as upset over it. I just got one from my daughters orthodontist, saying my payment was overdue & that they were charging me a finance charge. I sent a letter back stating I see them every month, at no time did anyone ask me for money, let me know my payment was due nor did anyone send a bill until the threatening one came. I then went last week asking if they got my check.. long story short, every customer has a payment book, something I do not have; they removed the finance charge.

I would bring this up though to someone higher up. IMO, they should not be shipping roses that are not paid for, plus you would think that there would be something in place flagging your name for not being paid when you placed the other orders. Had that happened you might not be so pissed off about the computer generated letter from "Jo"

allison64 your post is right on, made me smile
indiana you went off, rightly so or not, who cares - you're a woman thats our prerogative, right? i think so... you and DA made it right after all so thats good. shame we're spread all over typing and can't all have that beer together and laugh it off (in our gardens, watching our DAs pop!) ha ha ha! ;) seems like some of these posters could use one.....

oops not indiana i meant indiatree...

I still stand on the premise that if a business has hung their sign out "open for business", the stress of meeting customer demand is THEIR problem, not the customers's. Otherwise, they have absolutely no business taking money from someone, and it shouldn't matter if the customer wants to use a credit card designed to prevent fraud. A credit card is a credit card. I, for one, never had a business let moss grow under their feet when I've purchased something with a credit card. The money is "claimed" before I hang up the phone.

Honestly, what consumer in their right mind wants to deal with a business that causes aggravation and stress? I think most people have enough in their lives as it is.
Nurseries like Vintage Gardens, Roses Unlimited, Ashdown Roses and the Antique Rose Emporium make spending money on their roses seem like Santa Claus just paid a visit. It's FUN. No stress, even if a problem happens. They sure have my loyalty.

Sandy

I have nothing but great things to say about Roses Unlimited.. Pat is a class act! She always answers my email orders; totals me up & lets me know to send a check.

The year before last I tried to order 3 of something; she didn't have that many but put me on for the next year. Come February I got my email confirming my order. We then sold our house, I emailed her to please hold my order until I had a closing date. She did. I then emailed her with the date, she shipped them right out.

Pleasure to do business with.
I do hate to recommend her for my own selfish reasons lol
Does anyone remember the one mail order place that got so busy due to gardenwebbers that they weren't able to keep up with demand and ended up closing?

I still stand on the premise that if a business has hung their sign out "open for business", the stress of meeting customer demand is THEIR problem, not the customers's. Otherwise, they have absolutely no business taking money from someone, and it shouldn't matter if the customer wants to use a credit card designed to prevent fraud. A credit card is a credit card. I, for one, never had a business let moss grow under their feet when I've purchased something with a credit card. The money is "claimed" before I hang up the phone.

Yes well, I think the point is stuff happens, and no business can make every customer happy, every single time, forever. They are people working behind the scenes, no robots, and let's face it.

People are not perfect.

Elaine

All I can say is hope our customers do not start using those one-time cc numbers, since we receive orders more than 7 days before they can be fulfilled (we start taking orders for next year's products up to 10 months before they are available). We only charge cards when we have the product on hand and have actually, physically pulled them, to prevent charging for something we don't actually have, or can't get or whatever.

I can see using a one-time number with some business you might not fully trust (like an e-bay purchase, for instance), or some big company like Wal-Mart that is too anonymous for accountability.

Is it just me, or does the one-time number send the vendor the message: I think if I don't do this you'll cheat me. But, maybe I'm being over-sensitive!

Having been on both sides of the fence, I can see both viewpoints. Some companies deserve less tolerance than others, the ones I think deserve less tolerance include telephone companies, insurance companies, banks/credit card companies and giant conglomerates.

--Ron

"we start taking orders for next year's products up to 10 months before they are available"

yes I believe that is what DA does...though its been a while since I ordered anything. They charge when they ship. That includes stuff that ships when available (months later). At least thats what they did when I ordered a couple years ago.

Well, everyone has their own opinion and tolerance levels as to what they will put up with. For me, lack of concern, or refusal to return phone calls is something I do not need to tolerate. I certainly don't have a need to seek out aggravation, let alone spend money for it. What indiatree experienced is inexcusable.

Orders that get messed up in and of themselves is not necessarily bad service. It turns into bad service when not corrected in a timely fashion, with an apology. I think the point made here is that numerous phone calls were made, and nothing resolved. That is bad service.

I don't feel expecting the courtesy of a business to return a call within a couple of days, especially when there is a problem, is hand holding. No, people are not perfect. Sometimes messages get lost, or forgotten about, but when several messages are ignored, well, to me that is bad service, and just plain rude. I can't think of a better way to turn off a new potential rose grower. I've seen it happen. They go fishing instead.

I also fail to see the issue with the form of payment. Money is money. If a customer is considerate enough to let the business know about a special type of credit card, it shouldn't be a problem to handle the situation. I can't even imagine why anyone would feel they weren't trusted over it. It's nothing personal. For someone to be cautious about their finances is smart. If a business feels they can't handle that type of payment, that's fine, but they should say so up front, giving the customer the option of doing business elsewhere.

Again, the point made here by indiatree was the total disregard that this company had for his or her business. Gosh, if some of you people want to keep spending your money for service like this, or fail to see nothing wrong with it, by all means go for it.

Sandy

I'm with Sandy, bad customer service is not to be tolerated. I don't care how busy you get. It doesn't matter where I work(I now work for Wegmans which has the best customer service rating of any grocery store in the US and is always winning awards. I also run my own business.) or have worked. I've always trained my employees to take notice when a customer is mad, and need something more to make them happy (and I'm not talking about crazy people.) I also have always taught them to acknowledge the mistake, delay, whatever to the customer. The worst thing you can do to a customer is ignore them. Too often, people do not want to say, yes, we goofed up, I'm sorry, what can I do to make this better? Sometimes I know it is from embarrassment or sometimes we get that stupid ignore it and it will go away mentality, but I teach employees to resist that urge.
If you read the Garden Watchdog negative ratings(besides scam web sites,) most complaints are about being ignored by the company, no returned phone call or returned email. I'm not talking immediately, but days later. Sometimes people are waiting a month and no reply. Even if you are insanely busy, you can write an email at sometime within a few days. If that many people are calling, a large note should be posted on the web site stating so, and what to do about concerns.
As an example from this spring's home vegetable garden craze...
Victory Heirloom Seeds started receiving so many orders this spring, they closed down their web site. They posted a note explaining they could not keep up with orders in a timely fashion so they would accept no more. Good customer service was more important than money. Or maybe they know good customer service means more money in the long run. They now have a note on their site saying orders are going out in just a few days.
Pinetree Seeds and Tomato Bob's did not do this this spring, and there is a huge list of complaints on the Garden Watchdog. They have lost a lot of customers and future customers because of it.
Remy

I'll put it another way. For me, buying a rose is fun. If the rose never comes, I'll likely forget about it. For the employee or owner of a nursery, ITS THEIR LIVING! So who do you think is suffering from the most stress?

I ordered flowers online a week ago. 1-800flowers if anyone is interested. I spent a lot of time at every site looking for the perfect arrangement for my son's girlfriend.

She happened to text me a photo - it was horrible - to show how horrible, what I ordered is on the left, her's is in the middle
{{gwi:264222}}From

Anyway, I got ripped off. Cost me about $70, add delivery to that. Had she not sent me the photo, I'd be out $70 and she'd be telling her friends about the horrible flowers I sent her (birthday & graduation from college).

1-800flowers was going to give me a $20 site credit that I would never use. I sent the photo, they ended up redelivering the flowers, asking her for the other "vase" back. The flowers still are not right as they still used cheap filler flowers.

The way I see it, the customer suffers because 1. how many people actually complain 2. like Harry says, do you really remember you were ripped off if they charge & don't send the flowers? Pretty good way to make money if you ask me.

A place like DA shouldn't be having these problems with customer service. They also should not ship roses that are not paid for. You know who ends up paying for that in the long run? You and I when they drive their prices up.

Places like this should also not take 1 time credit card numbers if they can't use them in 7 days.

Harryshoes,
I went back and re-read you original comment since I really wasn't disagreeing with you or anyone in particular. I was just agreeing with Sandy and expressing my beliefs about customer service.
I don't think anyone ever said there had to be perfect customer service. Ignoring the requests/concerns of a customer is bad customer service. I know high volume, I'm talking a couple hundred thousand in a dept. before a holiday. You can't make everyone happy in that like oh... you can't make product magically appear, but you can address their concerns, possible figure out an alternative solution, etc.
As far as saying you would likely forget about a rose never coming. I and many others would never forget. I planned meticulously what roses and other plants I've purchased for my garden. My money was not always as plentiful as it is now. I can tell you where every wrong plant or poor quality plant I've ever bought came from. I of course remember the best of ordering experiences too.
But the real thing that bothers me about you last post is the stressed part. You or anyone can not make that assumption of who is more stressed. You do not know their life. When I had breast cancer, my garden was my outlet for stress more than any other time in my life. I wintersowed very slowly because I could hardly do it, but it gave me a sense of purpose and things to come in the spring. I dreamed through the catalogs of what to buy believing I would be there to live to see them bloom. I tended my plants best I could in spring. I'm sorry I'm getting teary eyed now. I'm going to stop and go back out to work on the garden some more.
Remy

I want to chime back in. Since few people know our real names, it is not right to splash the name of a clerk or general manager on the internet. What we say here goes to Google, and everyone can see it. Try it. Google the name of that woman, and it is on the internet for all to see.

I teach school, and I know how very stressed so many people are. We don't have to put up with anything, but we should go to their boss - not put it on line and discredit them for all to see. Frankly, that may even be a violation of the Terms of Service here.

It is one thing to dislike a company, but I don't like to see real names slammed by people who remain anonymous.

My daughter once sent me roses from 1-800flowers, and they were outstanding. She also sent me a type of orchid that was also beautiful, but my dog ate some of the pods and got sick. When I went to their site, there was a message that the pods were not poisonous to the dogs, but would cause temporary discomfort. They had a picture of the flowers, the exact name, and numbers to call.

Our bad experiences are often transient, and can be fixed by the right people. I am sorry that the 1-800flowers thing happened, and that they offered you so little. I hope you call the supervisor or a manager. A flower display worth $70,00 that looks like $20 cannot be fixed by a 20,00 credit. That is silly.

Sammy

Remy, you don't know how much I miss Wegman's. I sure wish they had stores down here. They are the absolute BEST! I also would like to say thanks for "sticking up" for me. Sometimes I get jumped on for being opinionated about things like this. Can't help myself.

I actually started growing roses as a form of solace several years ago, and love it. You are so right. Whenever I hear excuses for really bad customer service, not normal human error stuff, but bad service and attitudes, I see red. Many of the customers are going through life and death experiences in their lives and are spending their money on something to bring them a little joy. Even if I'm not feeling well or extremely busy, I still make a point to return phone calls or e-mails within 24 hours, so I guess I don't understand when someone else doesn't care enough to do the same.

I always remember where I spend every dime. And apologies go a long way towards mending fences with irate customers. I finally got a nice apologetic e-mail from a business I was very upset with. It meant a great deal to me.

Sandy

Sometimes when I start writing I don't realize where it might lead. I don't want to leave anyone wondering... it has been 4 years now and though I've gained weight and my "girls" are no longer my own, I'm completely healthy and glad to be alive : )

Sandy,
You're welcome. There's nothing wrong with being opinionated. If we all thought the same, the world would be a very boring place : )
My father lives on Florida now and he misses Wegmans too. Publix is not the same. He is lucky though, he lives near a very nice farmer's market so he can get good fruits and veggies.
No one wants to be ignored or brushed off as if they don't matter. "apologies go a long way towards mending fences with irate customers" It so very true. Something so simple solves so much.
Remy

ut you last post is the stressed part. You or anyone can not make that assumption of who is more stressed. You do not know their life. When I had breast cancer, my garden was my outlet for stress more than any other time in my life. I wintersowed very slowly because I could hardly do it, but it gave me a sense of purpose and things to come in the spring. I dreamed through the catalogs of what to buy believing I would be there to live to see them bloom. I tended my plants best I could in spring. I'm sorry I'm getting teary eyed now.

I'm sorry. I know what cancer is like. My dad had chemical based leukemia, 14% chance of survival.. he didn't. Treatment was horrible, he did a clinical trial, I have to say that what he went through in the month plus that he was doing the clinical trial, I don't know why anyone would fight that particular cancer.

Back to the garden & plants. When he came out of the hospital he was greeted by plants. My hubby, son & I worked really hard to plant his vegetable garden at his new house (it closed a week after being diagnosed) plus I duplicated my gardens at his house. We'd dug up a few of his roses, plus I bought more. I even bought a daylily that was not common, which I now call Matty for him.

He was speechless when he came home. We used to like to sit on his porch & watch the butterflies & hummingbirds. While he wasn't allowed near the plants due to his particular type of cancer, he could sit there and enjoy it. He wasn't allowed to eat his veggies either until he went into remission a few months later. His guardian angel gave us really warm weather until November, we were able to have his Hungarian peppers in my stuffing for Thanksgiving. Through his whole nightmare, gardening & plants brightened the time he was out of the hospital.

I'm not able to buy a lot of plants any more due to my back problems. There's a reason why I haven't added many photos to helpmefind, I'm not able to walk around the garden like I used to. I do want to buy a few roses next year & will probably be buying from David Austin. Since I'll use a regular credit card, I doubt I'll have issues and so far have not had a bad experience the last time we ordered. I'd ordered a Benjamin Britten rose, it was horrible, a phone call or email with no questions asked and they replaced it.

Roselvr

So many people have no way to provide for their loved ones, and you did by giving such quality of life to his last few months.

Your life is an inspiration to us all. You have taken your education to a new level where it not only serves you as a job, but may serve everyone.

Thank you for sharing your story.

Sammy

Well, I was just at a rose nursery here where I live. It is run by a father and son and has been around along time. Last year their David Austin roses came in and then promptly died. The father told Austin he was not going to pay for them because there was a problem with them. The owner wanted them replaced..or did not want to pay for them. Austin told them they had to pay. This guy said NO WAY..they had sold him a inferior product. Well at that point this nursery told them they were never doing business with them again. The son also told me that they feel Austin is pushing out roses too fast, when they should be tested for another year. Just a FYI..

Roselvr,
I'm sorry to hear about your dad. My mother died of breast cancer at 38 so I know how difficult it is.
It is absolutely wonderful what you did for him though. He was a very lucky man to have you as his daughter.
Remy

I'm glad everything worked out O.K. with David Austin. Jo, their customer service director, has always been wonderful when our rose society or I have worked with her. She probably feels terrible about this problem, and my experience with her is that she will work hard to make it right. I've had excellent luck with my Austin orders and will continue to buy from them. But I know how frustrating it can be when there is a glitch with any order.

I just have to say that I don't think Indiatree was deliberately killing roses, or should be accused of mistreating roses! She wasn't sure what to do with the extra roses, and wanted to get them back to the company but they didn't respond to her. I don't think it would have been anyone's business to think that she should have planted or potted them up when she wanted to get them back to the company.

I think Indiatree did her best to be a good customer but was treated like a bad customer. It's way beyond a slip up in customer service. I guess the only excuse is that they're a large company.