ComplaintsforPond Megastore LLC

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I recently placed an order with Pondmegastore: order number-****** on June 20th 2024. The order was for 5 live Japanese Trapdoor Snails. The order was to be shipped *** 2 day. I received this order on June 26th 2024 by *** at 5 pm. Upon opening the box the packing slip stated there were 6 Trapdoor snails shipped. We opened the plastic bag containing the snails and there were only 3 shipped, with one of the three being an empty shell. I immediately contacted the company by email and asked where the rest of the order was and explained what I had received. There is no phone number on their page to contact. They replied with a note asking for pictures of packing slip and snails. Their response was not to "guess" at what was received and indicated that we were in error, not them. I've replied and sent pictures of items. Definitely can't imagine a company acting like this with customers. They are advertising items for sale, not fulfilling orders but taking payment. Would like a refund, as we definitely would not wish to order from them again for replacement items. I've included pictures and emails and can send separately if needed.

  Business response

  06/27/2024

  Wow, there is no reason at all for this complaint. The overreaction here is crazy. The customer was simply asked to provide a photo of the empty shell and a copy of the packing slip and her refund is being processed. If she really feels that she has been harmed in some way and needs to run to the BBB when she got responses from us and questions about the order to.  she can feel good that we can guarantee we will be processing her refund and also that we don't plan to do business again with someone quite so untrusting when we are verifying who's initials are on her packing slip and to simply send a photo of the one snail she claimed arrived dead which is fairly standard request for a refund. Have a good day , you will get the refund and hopefully don't need to run around complaining. 

  Customer response

  06/29/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me. (Refund)  If they would have responded to emails, and indicated that they would refund to resolve it, we never would have had to open a case. I will wait for the business to perform this action and, if it does, will consider this complaint resolved and close this case. 

  Regards,

  ***** ****

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 27, 2023 I ordered several plants from this online store. The total of my purchase was $428.57. With that order I ordered the special loam soil required to pot the Lily Pads. The company offers an alive guarantee for the plants within 24 hours of delivery. I received the plants 8/1/23 without the soil. The soil shipment arrives late 8/2/23. I emailed the company that I did not receive the soil and how should I plant them without it before I ever opened the individual plants. After I opened the individual plants I put them in water for the time being so they wouldn’t dry out, since they are aquatic plants. I noticed several of the Lily plants had rotting and dead leaves. I immediately snapped some photos and asked if they think the plants will survive. I realize plants shipped don’t come in perfect condition, but I didn’t know if the brown leaves could indicate a bigger issue. The responses I received from their customer service were abrasive and rude. Saying that since I did not pot them in the soil (that they didn’t ship with the plants) my guarantee is void. They berated me over and over again in very unprofessional manner that it is my fault as I did not plant them in the soil like they said. Well it seems unfair to guarantee a product, then ship the soil needed to adhere to their instructions on a later shipment which automatically means my order isn’t guaranteed. The plants are not in this condition because of how they are planted. They came out of the shipping box like this. I wasn’t looking for free plants I was asking what to do. Instead of being helpful and assisting me with the issue I received responses completely out of line and how I deserve their attitude and anger because I did not read or follow their instructions. The whole point of me contacting them to begin with is they did not ship the soil needed to follow instructions and I asked what I should do. I received absolutely unhinged emails that are completely uncalled for. Do not buy!!

  Business response

  09/08/2023

  I am including the whole timeline of our admin area of our website so you can see Ms ******* *** could see the whole time where her aquatic soil was and her plant and that they were coming separately in two boxes one Priority mail and one ***. She did not need to panic and run out an buy the wrong planting medium &then totally mis-plant her waterlilies. She did not read the instructions on how to plant her waterlilies. She did not read any information we provided her. This is why we said hey you did not need to run and do all this and panic. We provided you the tracking information two days earlier. We provided you the planting instruction BEFORE you ever ordered, they are on the actual plant product pages.  You decided to Email us after you did everything wrong for help. You messed up in every step of this process and now you want us to fix your mess. We could have told you with an email to just wait for the second box being delivered since you have never looked at the information we already provided, this is only a few hours to wait, your plants are FINE. We could have shown you that you should not plant the plants in soil as our videos and text already show on our website, again, she is making all her own decisions to screw this up. She buried the plants to the top of the stems in her photos which will suffocate and kill the plants. All of this clearly voids our guarantee sShe mis-planted her plant sin clay rocks, & 8 inches deeper than instructed in a tote no less?
  She is angry we had an attitude that she is running around like an idiot without asking for help when we are here to help her & she is messing up her plants &acting like someone here caused her any of that. 
  1. Read what we tell you to do
  2. Use our information on tracking
  3. Ask us for help
  4. Stop complain like the BBB can solve your problem. You are your own problem Ms. **** 

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/16/22, I ordered parrot feathers and water hyacinths online from Pond Megastore. 4/20/22 recieved message from *** ** that they received the shipping order. Plants were supposed to arrive 4/22/22. 4/22/22 received message from *** ** the order was delayed. As these are live plants, this was concerning. Contacted Pond Megastore via email that plants were delayed. They reassured me that they would help me if plants were damaged/dead. 4/25/22 plants arrived, but were brown. Sent pictures to Pond Megastore. Nancy advised to rehydrate in shade for 1-2 days 4/29/22 sent more pictures after rehydrating in shade because plants had more brown areas 5/1 to 5/10 was on vacation. Pond Megastore knew about this vacation 5/11/22 water hyacinths had died 5/12/22 sent pictures and Zac states they will send replacement water hyacinths "soons" Have emailed and received no response. I would like my money back for plants and shipping refunded

  Business response

  07/08/2022

  I am sorry ***** did delay this box and this happened during peak shipping season. We agreed to reship new plants however the replacement order looks like it was never put in, a mistake on our part. I don't see another email from Wendy asking about this after we agreed to send them and I again apologize but I don't see any email in our inbox in the last 60 days asking about it. We will ship them early next week as we did promise to do so but again I don't see an email from the customer again after May 13th. I assure you we would have made it right. Kind regards. 

  Customer response

  07/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  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. ↩