There is nothing worse than bad customer service. Being an avid gardener, I look forward to bulb catalogs arriving in the mail in the early spring, placing my orders, and waiting with anticipation for delivery. So it was with great anticipation that I ordered from Brecks Bulbs this spring. The items that they offered looked fantastic and the prices were reasonable. So in the order went in March. Then I waited.
I waited until at least the end of May to receive my order...longer than most other catalogue places. But I had faith that the order was going to surpass my expectations.
I could not have been more wrong.
Here's the letter that I sent them on June 24:
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Dear Brecks,
It is with great regret that I email you today. Being an avid gardener I was waiting with anticipation for my order to arrive this spring. When it did, I was less than pleased with the quality and size of the plants and bulbs that you sent.
The "Lily Tree Collection" that you so wonderfully advertised in your catalogue, arrived looking like someone had stepped on the bulbs. They were almost flat. The size of the bulbs measured out at only 2" in diameter and I certainly thought that they were going to be larger based on the catalogue pictures and description. However, I planted them as soon as I received them and I hoped for the best. I have to report that as of this afternoon when I didn't see any growth, I dug them up and all 4 had rotted.
The 'Blue Star' Dahlia arrived and it was a single tuber with no growth end. Typically when I buy Dahlias, there are usually 2 or 3 tubers attached to a growing end. I'm sure you know what I'm talking about. What I received looked like a tuber had been removed from a clump and placed into a bag with some moss. Again, I planted it and hoped for the best. Sadly, it too didn't make it…although I certainly don't think it had a fighting chance to begin with.
Being an Iris fan, I was also really looking forward to the Irises that I ordered. The Louisiana Iris 'Bold Pretender' arrived looking like a mangled collection of dead leaves. I have certainly seen Irises come that way before, so I wasn't too concerned when I planted it as the tuber felt relatively firm. There wasn't a stitch of green to be seen, and hindsight being 20/20, that should have been a clue that I was going to be disappointed yet again. True to form, there has been no growth to date, no green has appeared, and no new roots have made an appearance. I think it's safe to say that it too has died. The Iris 'Rikugi Sakura', on the other hand, did have a bit of green and has since produced a rather week leaf. But I am not giving up on it and have hopes that it will survive. It's worth mentioning however, that the size of the tuber was close to being the smallest that I have ever seen for an Iris. Had I seen it in a garden shop I certainly wouldn't have bought it and would have chosen something a little more healthy.
On the subject of plants that did survive, I can safely say that the Amethyst Astilbe has made it and is doing fine. Although you will have to forgive me when I say that I am concerned that the colour will not be the amethyst that I saw in the catalogue. But it hasn't flowered yet, so it too gets the benefit of the doubt.
The largest disappointment was with the Phlox that I ordered. I have never, in my considerable years of gardening, seen such small, mangled and unhealthy divisions. Both the 'Tenor' and the 'Blue Boy' were no bigger than a Loonie and arrived in a wet bag of moss and were entirely black. There were no growing parts and no healthy roots to be seen on either one of the two of each types I ordered. I did plant them into small pots and gave trying to grow them a try, but the completely rotted away in a matter of a single week. When I checked this morning there was nothing left in the pots other than soil.
To say that I am disappointed would be an understatement. I honestly had high hopes that the order that I placed with you would have produced plants and bulbs that were of a caliber an order of magnitude better than what I received.
I am saddened that this is the first time I have ever asked for a refund on a plant order. So it is with a heavy heart I kindly ask that my order be refunded. If you must subtract the price of the Astilbe and the one Iris I will understand. My order number was XXXXXXXXRAP. My address information is as follows:
(Blah blah blah)
I sincerely apologize for having to send this note to you and I hope that this matter is investigated on your end as my thoughts are that your quality control took a holiday on the day my order was processed.
Sincerely,
(Signature)
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This was sent via regular post as well as email. I figured that someone would look at it and deal with it accordingly.
Again....couldn't have been more wrong.
It's now August 23rd and I have heard nary a word. Nothing. Zip. Nadda. So I decide to give them a call. They have an 800 number and I had the time. So armed with my invoice in hand I dial the number.
Brecks: Brecks Bulbs
Me: Good morning. Could I speak with someone in customer service?
Brecks: What can I help you with?
Me: The order that I recieved in May was somewhat unsatisfactory. I sent a letter and an email on June 24th and I haven't heard back from your organization.
Brecks (sounding terse): What's your invoice number?
Me: I take it that's the number in the top right hand corner of the pink slip? (It's just a floating number on the page)
Brecks (sounding annoyed): The number beneath where it says invoice number.
Me (choosing not to loose my patience): XXXXXXXX
Brecks: We haven't received a letter from you.
Me: Well it was sent via both email and regular post on June 24.
Brecks (sounding increasingly annoyed): Well we didn't get it. What was wrong with the order?
Me: Nothing grew from what you sent.
Brecks: What do you mean "nothing grew"?
Me: Nothing grew. The lily tree collection looked like someone stepped on it, the Phlox was dead on arrival, the Irises......
Brecks (cutting me off mid sentence): Why didn't you call us?
Me: I assumed that when it says in all of your material that one can contact you via post, email or phone call...that 2 out of the three would have resulted in something happening.
Brecks (sounding really annoyed): Well you should have called. What do you want us to do.
Me (Tired of being treated like crap over the phone): Just refund the order please.
Brecks: Fine. We'll refund you the order minus the shipping cost.
Then he
hung up on me.
So...a word to the wise.
Do NOT order from Brecks Bulbs. Their inventory is beneath sub-standard and their customer service is beyond pathetic. My Mother in Ontario had an almost exact experience with them and has also vowed never to deal with them again.
I won't hazard a guess to say what their problem is...but you would have thought that being in the gardening business would have instilled a bit of patience, humility, humor and charm. Most gardeners come by these characteristics after spending a bit of time in their gardens. Clearly Brecks Bulbs didn't go down that garden path...as it were.
Now...if you are into ordering bulbs and the like for your garden and you are looking for a great company to order from...go with Botanus (http://www.botanus.com/). Fantastic company. Their catalogs are a treat for the eyes, their stock is EXACTLY how it's described...or better, their prices are really, really good, the orders arrive with plenty of time for the plants to get established and bloom, and my contact with them always leaves me with a smile. They know how do do the whole bulb catalogue/online sales/customer service thing RIGHT.
Brecks Bulbs...you could learn a thing or two (or a thousand) from them. Take my advice: If you are that miserable doing what you do...do something else. Clearly being in the industry you are in isn't doing you any favors.