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Bad experience with Andy's

Discussion in 'Orchid Vendor FYI' started by chattedort, Oct 20, 2011.

  1. chattedort

    chattedort New Member

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    I requested a few plants from Andy's to pick up an an orchid show in San Francisco last month. After a couple of weeks, the plant I was most interested in turned out to have been mislabeled. I was very disappointed since I had been looking for this species for some time and it was only recently added to Andy's website. I contacted Andy's, sent a photo of the plant and eventually received a reply offering to replace the plant at no charge with my next order.

    I do not feel that is sufficient, and I told him that twice and have received no response. I have to buy something else to get the plant I paid for? Perhaps I am expecting too much. It seems to me that the only valid options were to send the correct plant or refund the purchase price. The plant I received in error is not one that I would have purchased. I have purchased over three dozen plants from Andy's. I have purchased my last plant from Andy's.
     
  2. Dale

    Dale New Member

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    "I have to buy something else to get the plant I paid for?"

    I don't see why. Can't you just make a new order for the plant you originally wanted?
     
  3. Jon

    Jon Mmmm... bulbophyllum...

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    Have you tried calling? I've found Andy & Harry to be more responsive to phone calls than emails.
     
  4. KellyW

    KellyW Orchid wonk Staff Member Supporting Member

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    Ditto. They are great on the phone... not so great with email.
     
  5. Uluwehi

    Uluwehi angraecoids, dendrobiums and more Supporting Member

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    I too have found in my many orders over the years that the best way to get in touch with them is by phone; I usually get a call back from Andy or Harry within 24 hours.
     
  6. ZWUM

    ZWUM Bulbophiliac Staff Member

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    I agree about the phone calls. Andy or Harry always call back, usually the same day, and are always willing to help with any issue.
     
  7. AWUM

    AWUM Member

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    Typically, within 3-4 weeks after we receive an order from Harry and Andy, a phone call is made by them, to us, to ensure the safe arrival and accuracy of the shipment. They do this for every customer. If you did not hear back from them via email, I'm sure a phone will be placed to you, to see if there are any problems. There is a reason Andy is the best at what he does and his customer service is apart of his culture of excellence. Just be confident that he will fix the problem. He's a man of his word.
     
  8. chattedort

    chattedort New Member

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    Make a new order? You mean pay twice for the same plant, plus tax and shipping?
     
  9. Dale

    Dale New Member

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    "You mean pay twice for the same plant, plus tax and shipping?"

    Well, of course not. Remind them of their replacement offer when you place the order.
     
  10. chattedort

    chattedort New Member

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    Harry Phillips replied first to say that Andy was out of town and would reply when he returned. The second response from Andy make the offer I mentioned. I rejected that; received no reply. I sent another email six days later; still no response.

    I know that someone from Andy's usually (not always) calls. They still have the option of contacting me. Frankly, I find their attitude not only surprising, but offensive.
    I want the plant or a refund. That just does not seem unreasonable to me. Having to make another order to get what I already paid for does seem unreasonable.
     
  11. chattedort

    chattedort New Member

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    I guess I am not understanding something. If I place another order for the plant, I have to pay for it. And if they send the wrong plant, I should just continue to order until somehow they get it right?
     
  12. Chris

    Chris New Member

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    What plant is mislabeled on their site? Please.
     
  13. Jon

    Jon Mmmm... bulbophyllum...

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    The resolutions offered are surprising to me. The lack of electronic communication is not. Seriously, call them. Even if you don't feel you should have to. Talking to the internet isn't going to get you anywhere, especially if the people that matter aren't listening.
     
  14. chattedort

    chattedort New Member

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    I have been receiving responses by email, so it is not that they didn't respond at all. They just have not responded to my last two emails. From experience, I prefer having everything in writing. It eliminates inaccuracies. If I had only oral communication, you have to trust both sides to be accurate. You all know Andy, but you don't know me, so you would probably have suspected that I had omitted some details that would present a different picture. I have the emails, so no problem.
     
  15. chattedort

    chattedort New Member

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    As I said, I have purchased well over three dozen plants from Andy's. Before this, I would have strongly agreed with everything you say. That is why I am stunned by the response. Here is the entire response from Andy himself after I sent them a photo of the plant:

    "Thanks, we will send a replacement on your next order at no charge.
    Andy"

    I believe the Andy you describe would have immediately sent the correct plant without hesitation. What happened to him?
     
  16. Tom-DE

    Tom-DE Well-Known Member Supporting Member

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    What is the mislabeled plant? Serious, Call them. It is the best way to get them and solve the problem fast.

    I must say, Andy isn't good at replacing mislabeled plants lately(the last year or so) and I will keep my story between me and Andy. It seems they have more and more mislabeled plants. Part of it I understand but..., and for that reason and if I have choice, I will get their plants at show from now on...
    Well, I still think Andy's Orchids is the best species vendor in U.S.
     
  17. stefpix

    stefpix Member

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    I wonder if he got a mislabeled batch himself. I heard good things about Andy, but I agree that email should be sufficient for this. I bought a few times from Oakhill and I always dealt by email. A Gongora died a few weeks after I got it and they offered me a replacement with my next order. I thought it was reasonable as I had it for a short time (the other plants I got from them were doing OK). It is easier to miscommunicate by phone and I also prefer to have communications in writing for future reference. I would at this point give a quick call and ask them if they received your second email. It could have been that it ended up in the junk filter. Also if Andy did not check messages while away he may have missed some emails in the backlog.

    I am curious what you wanted to buy and what you got instead.
    s
     
  18. chattedort

    chattedort New Member

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    I see I am not the only one with this problem. I assume your incident is quite different from mine, since you do not seem to feel it important to say how you resolved your problem with Andy. I do not find any information regarding a policy on mis-labeled plants on Andy's web site. If there is a growing problem of misidentified plants, there should at least be a statement of policy concerning what will be done in those cases. I agree that Andy's has been one of the best species vendors, but none of the others have sold me the wrong plant either. I did pick up the plant at an orchid show and it was in bud at the time.

    My main reason for bringing up this topic was just to understand if my expectations were unrealistic or self-serving. What is the responsibility of the vendor and what is the responsibility of the buyer? Perhaps if Andy used PayPal these problems would be resolved quickly and with no misunderstandings. Seems that having policies clearly stated beforehand would be mandatory.
     
  19. Ray

    Ray Orchid Iconoclast Supporting Member

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    If you did not get what you ordered, and paid by credit card, you can dispute the charge, throwing the onus back on the vendor. You card balance will be reduced while it is under dispute (potentially permanently), and if they do not satisfy you by either shipping the correct plant or refunding your money, then the funds will be withdrawn from their account - along with a "chargeback fee".
     
  20. KellyW

    KellyW Orchid wonk Staff Member Supporting Member

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    I'll be the fourth to ask on this thread. What species is the problem plant? What did you want and what did you get?