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Hale Groves / Southern Fulfillment Servicesmy order for honeybell oranges

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Verified customer

On January 30, 2018, I placed an order with Hale Groves in Vero Beach, Florida, for an advertised special on honey bell oranges. My expected delivery was January 5-10, 2018. On January 7th I received my order from them. Upon opening the box I saw immediately they were not honey bells and to make matters worse, what they did send was a box of rotten navel oranges. I immediately called their customer service department to let them know I hadn't received what I ordered. The agent informed me they had run out of honey bell oranges, and that's why I didn't get them!! I was incredulous!! I asked why I wasn't notified via email or otherwise prior to my order being shipped out. There was no answer other than being told "There isn't anything we can do, when they're gone they're gone." We will issue you a refund and you can keep the oranges (which I'm throwing out anyway). Great answer, right? Needless to say, I will never again order from Hale Groves. Consumer beware before ordering from them; they are not a good company to do business the way they do.

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • Mrs. Sikkema,
    Hello, My name is Mike Lore - Contact Center Manager for Hale Groves. First let me apologize for the manner in which the fruit was received. I understand from the review as well as listening to the call recording that you received Navel Oranges instead of the Honeybells in which you ordered. Some of our Honeybell crop this year did not have as a pronounced bell shape as they have had in years past and may have resembled a Navel; however again going off of the call and your statement of knowing citrus, we trust that you did in fact receive Navels. We were in fact shipping Honeybells up until 2/7/18 for our customers and your order was submitted in plenty of time to receive Honeybells. The agents comment of us "running out of Honeybells and once they end they end", stems from the fact that they were cutoff on 2/7/18 (your call took place on 2/8) and therefore she could not send a replacement of Honeybells. I'm not sure she was referring to the fact that we substituted, but since you knew they were Navels her next step was to discuss the replacement option or crediting you back your monies. I apologize this was not communicated in a clearer fashion. The credit was processed as of this morning. Again, please accept our sincerest apologies. It appears that this error started with a mis-pack which does happen albeit infrequently and the error was compounded by our agent not clearly explaining that the season for Honeybells has technically ended and therefore no replacement could be sent. If I can be of further assistance, please feel free to contact me at [email protected] Respectfully sent, Mike Lore

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