ComplaintsforPrairie Nursery, Inc.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an online purchase with Prairie Nursery on April 7, 2024 in the amount of $265.57, with a ship date of May 13-May 17, 2024.I emailed them this morning, May 6, 2024 and indicated I wanted to cancel some of the items in the order and adjust the quantity of some, as their website specifies that you can change or cancel an order with at least 7 working days notice prior to ship date. As of May 6, 2024 I am at 7 working days prior to the ship date; therefore I should be able to have my request satisfied. Unfortunately, ******************************* at Prairie Nursery refused to adjust my order and simply keeps stating that they are unable to adjust orders the week prior to shipping, even though their website states differently. I also emailed the *** of Prairie Nursery, ********************* and he simply reiterated the same thing, that they cannot fulfill my request.I want a refund of the items I requested be cancelled and the items I requested a change in the quantity of.

  Business response

  05/10/2024

  We are very sorry that we were unable to make the customer's requested adjustments to her order upon her request of Monday, May 6, for the items that were scheduled to ship on Monday, May 13.  As the customer correctly noted in her email correspondence with us, as well as in her BBB complaint, we do require 7 working days (Monday through Friday) notice to adjust or cancel an order.  Unfortunately, we were contacted 7 calendar days prior to the order's scheduled shipping date.  

  The customer then inquired as to why we need this much time to adjust or cancel orders, and I replied via email on May 6: "Since we process and pack orders in advance of their shipping dates, it is not possible to retrieve orders once they are in progress. I apologize for the inconvenience, but I hope you can understand and respect why we need seven working days notice for order changes or cancellations."

   

   

  Customer response

  05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Per Prairie Nursery's own email, dated May 6, 2024, my order was scheduled to ship "next Tuesday", which would have been Tuesday May 14, 2024.  May 6 - May 14 is 7 working days.  Again, per their own policy, they were required to cancel the items I requested and refund my money.  I first emailed them on Monday May 6 at 8:26 am to cancel some of the items I had ordered.  I am sorry if they cannot do the math, but again, Monday May 6 - Tuesday May 14 is 7 working/business days.

  I want a refund of the items I indicated to them to cancel on Monday May 6th.

   
  
  Regards,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩