Horticulture Source Avis 104

Réponse de Horticulture Source

4 déc. 2025

We understand your frustration, but we’d like to clarify the situation. Your order weighed 998 lbs and shipped as a freight pallet delivery to a rural area in Maine, which requires scheduled delivery—this is why it took a bit longer. Freight carriers must coordinate delivery times directly with customers, and that’s when you received the call to set it up.

We personally responded to your emails and provided tracking. We’re glad your order arrived safely—and it’s worth noting you received brand-new products direct from the manufacturer at nearly 50% off wholesale, saving you over $2,900 off retail on your $2k purchase!

We appreciate your business and your patience with the freight process.

Réponse de Horticulture Source

26 nov. 2025

We’re sorry to hear about your concern, but we’d like to clarify that your order was placed on November 16 and tracking information was sent to you on November 17. Please check your email (including spam or promotions folders) for the shipping confirmation.

Your order has already been shipped, and we’re happy to provide tracking details again if needed. Please reach out to us directly so we can ensure you have all the information about your delivery.

Réponse de Horticulture Source

29 oct. 2025

We’re sorry to hear about your experience, but we’d like to clarify what actually happened. The item you ordered was on backorder at the time of purchase, and unfortunately, the vendor later discontinued it. To still fulfill your order, we offered to ship from another warehouse, but that option came with higher shipping costs due to distance.

You chose to decline that option, so we promptly issued you a full refund.

We never list discontinued items as in stock, and we don’t change prices after an order is placed unless the customer approves a substitution. We always strive to communicate transparently and offer fair solutions when supplier issues arise.

Réponse de Horticulture Source

Actualisé le 24 oct. 2025

We’re sorry to hear about your frustration, but we’d like to clarify what actually happened. Your order was shipped and you received the main item (the grow light) along with additional items of higher value that were sent in error. The only thing missing from your order was a $12 link cord, and we informed you that a replacement was being shipped directly from the vendor—who was briefly behind on returns.

Despite this, you stated that you would refuse the replacement shipment and will not pay for the items you already received.

We’ve communicated promptly and professionally throughout the process and remain ready to resolve this properly. If you’re still willing to accept the replacement cord or finalize the return, please contact us—we’re happy to help.

Réponse de Horticulture Source

1 oct. 2025

Thank you for your feedback. We’d like to clarify how our shipping process works. At checkout, some orders are quoted with estimated freight—this is because the actual shipping cost can vary depending on the size, weight, and destination of the shipment. If the actual carrier cost comes in significantly higher than estimated (to the point where we would lose money fulfilling the order), we may ask customers to pay the difference.

Regarding restocking: we only apply a restocking fee if the order has already been pulled, packed, and prepared for shipment and then needs to be restocked. This helps cover costs like staff time, packaging, and card processing fees.

We’re transparent about these policies and always aim to work with our customers fairly. If you ever have questions about shipping quotes or fees, please reach out—we’re always happy to review and explain the charges.

Réponse de Horticulture Source

1 août 2025

Thank you for your feedback. We’re glad to hear you received the correct item quickly, even after your order change. Your invoice reflected the original item ordered, but we made sure to ship the updated item you requested.

Regarding communication, we responded to all your emails the same day they were received. We’re always happy to clarify or answer additional questions if something isn’t clear. We appreciate your input and will continue working to make our communication even better.