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Mother Nature / Takes forever to ship items

1 United States Review updated:

Mothernature.com has great products for good prices, but they are very slow to mail items. This is the second time they have waited 2 weeks or more to ship my order. I tried cancelling the order because I needed the vitamins asap, but they say it's "in process" and can't be cancelled.

The last time I complained after waiting 3 weeks, and they were very glib in their answer. They never communicate if a shipment will be late, but I suspect they hold an order waiting for one item because they are too cheap to do separate mailings. Boo!

Wa
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Comments

  • Sp
      13th of Dec, 2010
    0 Votes

    I agree - this website's customer service is AWFUL. They have lost my order which I placed a month ago. Yet - I cannot contact ANYONE by phone - all their phone numbers only go to a recording which hangs up on you after it tells you to visit their site for help. Yet - their site sucks too! You can't email anyone because they make it difficult on purpose. Do NOT order from MotherNature.com because you will likely NEVER get your order and you can't even talk to anyone about your problems. They are a TERRIBLE company.

  • Tr
      17th of Mar, 2011
    0 Votes

    Well what can I say as the rest of you haven't already stated in your complaints. To sum it up I would advise to stay away from this company and its affiliates. Not only are their practices deceptive but also fraudulent as well. I purchased a case of Arnica gel for my business and several incenses bundles. The ordered was processed on 3-7-11 and was suppose to be shipped out that day. The notes clearly indicated that the shipment was sent out 3-7-11 yet I did not receive shipping confirmation as they so claimed by email. A week later I become increasingly concerned since I did not have items in hand. I tried to contact them by their 1800 customer service number. To no avail the CSR's refused or failed to give me shipping information on my ordered and so I was forced to comply with sending a email through their automated email system. Not only was this a joke since no one bothered to answer but was a waste of time. Two days of waiting from 3-13 to 3-15 (excluding Sunday). I sent in another request on the 15th in the evening. Even though it states that someone will respond to your email in one service day. I decided no one was going to get back to me so I called their 1800 number again. The first CSR stated she didn"t have information on the order and to use the email system. I expressed I wanted to speak to a manager or supervisor she said she would take down my number and that someone should call back in ten to fifteen minutes if not might be within the next day. Every time I asked for a supervisor I was told that they were in a meeting or unavailable. After being lead around on a leash I decided to do search for an alternate number for mothernature.com. Also they are a affiliate of vitanet.com. I also found a lot of complainants from this web site as well. I thought to myself great, now here comes the hassle. I found several other numbers but same prompts to go to the email system. I had enough waited for a csr to answer then demanded a manager to speak with. She asked me what my problem was and I told her twice what it was. She was very patronizing in her tone and extremely rude how she addressed my concerns. She told me I didn't need a manager to give out shipping information that was a CSR's job. I told her well you need to do your job then don't you? Also since I sent in a second request on the 15th via email on the status of my order my email got moved to the bottom of the pile for review. She complained that she had 24 pages of emails to go through. I told it wasn't my problem and that she and others needed to do their job effectively. Apparently she did not like that response and got irate. She informed me that my shipment was still at the warehouse and it had not been shipped at all. So what she was telling me that my package was awaiting shipment for nearly 8 days? I told her how much longer was I going to wait on my order since after I already paid for it. She said she didn't know. I told her this was inexcusable and I wanted to cancel my order. The CSR stated that since my order was processed and shipped to the warehouse I could not cancel my order. I was like yes you can and will let me speak to a manager or supervisor. The CSR claimed she would send me out a shipping confirmation via email when she researched why the package was not sent out. She continued to argue with me and I told her there was no point in arguing to simply send me to a manager. I got a supervisors voice mail and have yet to hear from that manager but did receive a email from a tatiana AT maturenature.com though.

    tatiana writes:
    We are not typically able to cancel your order once it has been sent to the warehouse for processing but the warehouse was able to cancel your order.

    I also submitted a refund request to the accounting department for review and approval. Your refund will be processed in the order in which it is received by the accounting department. Please allow 1-2 billing cycles for the credit to appear on your credit card statement depending on your bank.


    I responded back with this:


    Tatiana,

    You've have got to be kidding me one to two billing cycles? It should take an average of three to five business days to refund money. You're telling me that it will take one to two months before I will see a credit on my bank statement? It may be only $54.54 to you but that's my hard earned money and I want it back OR you send me what I have ordered. I expected a product that I paid for in advanced to be shipped when the company says it was, not after the fact. That is why I requested that my order be canceled due to finding out it has yet to be shipped and to lack of customer service and apparently now lack of care.

    Also in the notes it stated my order was shipped and a shipping confirmation had been sent to my email address (which I never received a shipping number). So now you're telling me it's on the dock at the warehouse still in limo? That is literally 8 business days my package has not been shipped sitting in a warehouse. If there was a delay in shipping I would had understood but your company misinformed me on the wear about's of my package. The order notes stated it was shipped and processed. That was the reasoning of finding out where my package was. I was worried about some neighbor stealing my package, being delivered elsewhere or UPS or Fedex not delivering the package at my location at all. That is pure dishonesty on your companies part. Back order, pending I would had said no problem. Just as long as I was kept in the loop so I could look out for my parcel.

    This all could of been resolved on Monday or Tuesday if someone would had responded to the request I sent in on Sunday by email. To no avail I received no assistance so I called customer service then I get sent back to the emailing system. That is why I sent in another request Tuesday night and at that point I wasn't too pleased. Also your CSR stated that she had something like 24 pages of emails and I shouldn't of sent in another request because it was placed on the bottom of the pile? Honestly, unacceptable plus you need to fix your system and how you deal with customers that have already placed orders. People no longer want to deal with the corporate mentality of doing business. A email does not constitute what can be found out in a matter of minutes through a live conversation. Unfortunately I had to demand a supervisor or a manger before your CSR gave me information on the order. Your emailing system is cutting corners and is not effective. You are loosing business.

    Out of all the years I have purchased products from your company this has been the worst experience. What happened? Your company used to be fast and efficient at shipping out products and I never had any complaints until now. I go to look up an alternate number for customer service this afternoon and see a slew of complaints via the internet. Needless to say its disappointing to say the least finding out about a company I enjoyed doing business with now has a lot of complaints similar if not exactly what I am going through.

    I will make certain that fellow massage therapists, chiropractors and clients (which I have referred in the past) know of my bad experience.

    Please make sure that you do pass this on to your supervisor and managers. The lack of customer service or care has lost yet another MotherNature.com customer.

    Suzan


    In a message dated 3/16/2011 1:19:02 P.M. Pacific Daylight Time, tatiana writes:
    You may want to re read the information because there is no restocking fee on an order that has not even been shipped, that is in reference to an order that is returned for no reason.

    Your order is being refunded on Friday of this week.

    Should you need anything further please just let us know,

    Thank you
    Will let you know if I get my refund back asap or not.

    Buyer Beware!
    Here's the deal: If anyone has had problems with this company go tot he FTC (Federal Trade Commission) or your attorney general to complain. Refuse to back down. It's you money! You deserve to get your product when promised or a full refund immediately! My money doesn't go to companies that do not care about their customers and only care about their bottom line. What mothernature.com have done to others and myself are fraudulent and deceptive. They certainly deserve to be run out of business. Bad news gets around faster than good news.

    Yeah, mothernature.com might have cheap prices but is it worth the drama to take that chance? Think about it before you buy from them.

  • Ll
      13th of May, 2011
    0 Votes

    DONT PURCHASE ANYTHING FROM THIS COMPANY UNLESS YOU CAN WAIT 4 WKS TO GET YOUR PACKAGE. DONT DO THE FEDEX OPTION. IT TOOK A WEEK AND HALF TO GET MY FEDEX 2 DAY PKG. RIP OFF! I WILL NEVER USE THIS COMPANY AGAIN. THIS COMPANY MUST BE RUN OUT OF A CUBILE IN A 1 BDRM APT. ORDERING FROM ANOTHER COMPANY. ** DONT PURCHASE HERE.

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