[granboxeur]

Hello to everyone. I don't usually write but just read so i can learn from the best growers. Anyway in this case i'd like to inform you that i had (and i'm having) a really bad experience with Sweet Seeds online shop. I ordered 25 Big Devil XL seeds on 30 of April for 100 €.

The delivery was an international one that should take 7 to 10 days according to them: it costs 10 € (a lot compared to other seeds vendor). I didn't get any track number or email at my address. You can just check the "status" on their website after the login...

Anyway the seeds never arrived and i started to write emails through their web form to inform that about the situation. I didn't receive any reply so i used an email address and wrote that i was about to start a legal action to retake my 110 €. I received a very useless reply, written in a very bad english that i will quote: "HELLO....(name) I SEND YOU AN EMAIL FOR 3 DAYS WITH THIS URL
XXXXXXXXXXXXXXXXXXXXX
THANKS AND SORRY FOR INCONVENIENCE
(Name)"

Today 20 April i didn't still receive seeds nor i did have an official-normal reply.
I bought seeds from Dutch Passion (kind, professional, fast), Serious Seeds and others: never had this kind of horrible experience. I hope this post can help the new buyers: save money asnd buy from another vendor if possible. I don't doubt Sweet Seeds do have some very good genetics (i wouldn't had chosen them if it wasn't like that) but the shop and the communication is just plain nightmare (we are in 2015 cmon guys)
I wish you a good day.

[Tommy G]

Cheers granboxeur!

Thanks for your feedback on the Sweet Seeds online shop (and not on Sweet Seeds seedbank or their genetics).

I'll send a link to this thread to the responsibles of the online shop and international shippings.

Just 3 things:

1 - You probably got the date you made the order wrong as the 30th of April is yet to come. You meant 30th of March?

2 - Would it be possible to know the country to where the seeds were supposed to be shipped? (it's ok if you don't want to tell us about that)

3 - What did you do when they sent you the tracking number? (RR023671208ES) Did you check the situation online using that tracking number?


I suppose that once you receive a tracking number you have proof that the package was sent, so then if it doesn't arrive, the responsibility would have to rely on the mail delivery system/company, rather than in the shop that did its part. I'm just saying this because you mentioned that you menaced with a legal action and that's when they sent you the tracking number, because if the package was sent and if the sender has proof of it, then the guilt would have to be attributed to the delivery company.

Then it could also be a case of wrong or incomplete address. But either way the seeds would have been sent back to the shop and once the shop gets them back that's when they can be sure that you didn't got the seeds and that's when they can actually do their job and send it again to the client.

I'm sending this to the shop responsibles and hopefuly with will be useful in future occasions.

As far as I know this situations are very residual, but I also know how boring it can be and that people usually have reasons to talk about it online.

Note: I checked the trascking number and it's visible that the package left Spain by the 1st of April. And if it never arrived to your country, then obviously the post company failed and when this happens the seeds end up being sent back to the shop and the shop sends them again, paying again for the second delivery. Basically, all that they can do.

XXXXXXXXXXXXXXX

https://www.correos.es/ss/Satellite/s...diomaWeb=en_GB

All the best. Sorry to know you had a bad experience. Kind regards,

tommy

[Tommy G]

...

On a different note, what it seems to me (and I'm not here to defend the online shop department as I have nothing to do with it and here we "helpdesk" online about our strains and seedbank), is that when other seedbanks send seeds to other countries (as you made that comparison), not 100% of them arrive with success. It happens with companies of every sector, none has 100% success in international deliveries to clients. The other day I bought a pair of shoes online, they failed to arrive, I blamed the delivery company.

And to me it seems pretty much one of these situations, not all the thousands of packages sent by the Sweet Seeds online shop arrive with success on the 1st attempt and this was one of these residual cases when it does not arrive in the 1st attempt.

So, if you agree, your complaint would go then to the way our online shop's customer service dealt with this issue. Am I right?

On a final note, for all I'm telling you here, I suppose you already noticed that you can get these seeds sooner or later, didn't you? As we have the tracking number we know you never got them (they never even left Spain), so having proof that you didn't get them the online shop resposibles always end up sending the seeds again. So, (unfortunatelly) you can't count on them on time for your next grow, but you can be sure that for your next run you'll already have them.

I already sent an email to 3 colleagues from Sweet Seeds. To my colleague Jaypp (just for his information), to my colleague who sent you the seeds and to our marketing manager. I suppose that my colleague who sent you the seeds will now check with you if the address was right and then the seeds will be sent again. I'm just not sure if they have to wait for the original package to arrive, but she will tell you about it.

Thanks for your help and patience.

Kind regards,

tommy

[vostok]

Originally Posted by granboxeur

I ordered 25 Big Devil XL seeds on 30 of April for 100 €.
Today 20 April i didn't still receive seeds nor i did have an official-normal reply.

How did you do this ...have you a time machine ...to order seeds on the 30th April (perhaps last year?) expecting delivery on the 20th April ...?

Stop ya bitching and please explain ...?

many thanks

[Tommy G]

Hehe...

Yep, he ordered by the 30th of March, not April, it's just a mistake. At least if we check the tracking number he was given, (this one: XXX ) and use it here: https://www.correos.es/ss/Satellite/s...diomaWeb=en_GB

It gets obvious that he ordered by the 30th of March. So he's waiting for 3 weeks now and if we are talking about an european country the seeds should have arrived already. So he's got his reasons to be mad about it and we're now trying to find out if he's mad with the right people and if this is the right place to show it.

Cheers guys, kind regards,

tommy

[granboxeur]

Hello, and thanks for all the info and support Tommy G.

It's obvious that there was a mistake when i wrote the order date. Unfortunately i can't modify my posts as i guess you have to write some of them before you can do it. I don't also have any timemachine or supernatural powers and i don't think i'm bitching around: just trying to make a review of a service i paid for.

It's also obvious (as Tommy G. already understood) that i wrote that post in a moment of anger and frustration: as most of you already know, timing and planning is important when you plant. This thing...just changed my plans. My frustration was due to the following things:

- Didn't receive any email with tracking number or order details after the order was paid
- Didn't receive any reply when i wrote through the webform
- When i wrote directly through emails (and i was already mad because of the previous points + the fact that i didn't receive the order yet) i finally had a reply but it was a bit incomprehensible.
- The time is passing. It's 3 weeks now...

The seeds have been sent to Italy. The address was (is) complete as far as i can see on my account page on Sweet Seeds website.
I can understand these things are residual and yes Tommy, i agree with you that my complaint is related to online shop customer service. I can also agree that the main problem is caused by the mail system, but still any problem should reflect as little as possible on the final client. I had to:

- Go to my local post office: they told me the packet never arrived in Italy
- Phone call 3 times Poste italiane: They told me the same thing, plus "you can ask the custom, maybe the package was stopped even if it's from an european country".
- Phone call custom office: they told me that the package never arrived at the custom

I'm not complaining about these things of course. I'm just leaving a feedback about lack of communication and zero support.

In a few words: shit happens but customer services should be there to help the customer forget about it giving a very good support. Like Tommy is doing, for example.

Thanks you and please understand my "madness". I would be happy to modify my starting post and title to better adapt it to the real problem.

Back to my timemachine. Do you wanna come Vostok? it's a good opportunity to meet the bold characters inventor: you seem to like them!

Just kidding,

Many thanks and kind regards

[paulo73]

I understand your frustration but i´m 100% sure that Sweet Seeds will sort the issue.
If you can take a piece of advice, try to get your genetics at least 3months before you need them. That way you´ll have a nice time window to solve all the possible issues.
Nowadays because most seeds are very fresh stock, Sweet Seeds i mean, they appreciate the resting time in the fridge/freezer.
Take care and all the best for all.

[granboxeur]

That's a good advice Paulo, thank you. I guess i was a bit too optimistic about not having problems Good to know about the resting time anyway.

I'm also sure that Sweet Seeds will sort it: they are already doing that. And ofc i will update and modify (if possible) the first post i wrote accordingly.

Thanks for adding your advice

[antikush]

Ordered from ******.....very poor service, kept my money

[Tommy G]

Cheers grandboxeur!

Thanks for your answer

I'll just make a few more considerations, always agreeing with you (since you agree it was just a problem of lack of communication) and only to try and clear out why the lack of communication happened.

I'll quote you to make my considerations easier:

Originally Posted by granboxeur

I'm not complaining about these things of course. I'm just leaving a feedback about lack of communication and zero support.

In a few words: shit happens but customer services should be there to help the customer forget about it giving a very good support. Like Tommy is doing, for example.

You're right that if you were told all the things I told you here in the first time, probably it wouldn't have got to this point when you felt the need to bring the subject to an online forum. So, that's pretty much understandable and I'm not criticizing that at all.

But on the other hand, if you let me, I'd like to interpretate the position of the person that decided to deal with your emails the way they were dealt. And for a start, what I can tell you and it's obivous to everyone is that no matter how good the customer service was with you, the actual situation regarding the seeds would be exactly the same at this point (21st of April).

So... why wouldn't you got a reply when you asked for the tracking number? - You got a reply, in the first post you shared the tracking number with all of us here. It may have arrived to you a bit later than you would wish for, but it arrived to you right on the timing when that's obvious that the seeds are taking too long to arrive. And that's when my colleague thought that we (and you) should look into it and sent you the tracking number.

If you got the tracking number in the first day you ordered the seeds, everything would have been the same as now that 3 weeks have passed we would be waiting for the seeds to get back to us so that once we get them we send them again to you (with freebies as a compensation, as we always do for what my colleague just told me this morning).

And my colleague also told me that when this things happen (which is really unusual as we only send seeds to countries where selling seeds is a legal business), we have to wait for the seeds to get back to us and only then we can send them again. Or else we would run the risk of sending them twice and the client getting them twice, which happened a few times in the past so we had to change procedures regarding that.

So, even if the customer service was perfect at you eyes, we would be in the exactly same point, we would have to wait for them to arrive back and then we would send them to you again, with freebies, as we know that some clients (the ones who are not in a hurry to germinate them) even prefer to get them a few weeks after but with the freebies.

My colleague was probably too busy to give answers that she knew in advance would not change anything in this situation. This is not an excuse but a verification of the facts.

Originally Posted by granboxeur

Thanks you and please understand my "madness". I would be happy to modify my starting post and title to better adapt it to the real problem.

[...]

I'm also sure that Sweet Seeds will sort it: they are already doing that. And ofc i will update and modify (if possible) the first post i wrote accordingly.

Around here we never edited or deleted any complaint from clients and this will not be the first time. We're not embarrassed or ashamed of this situation, so it's even good to have it all visible and in the original version so that everyone can check about it and know that if they order directly from Sweet Seeds, even if they have the bad luck o 1 in 250 and the package does not arrive, and even if they are unlucky with the customer service, they can come to this subforum and I'll be here to help, making sure that the seeds will be sent and with freebies.

So it's of our great interest to have this all visible and as the original and we can leave it all like this, no problem

The mailing services are not perfect, unfortunatelly.

We hope you regain your trust in the Sweet Seeds shop. And, if not, at least we hope you keep your trust in the Sweet Seeds strains and seedbank and that you get more of our seeds even if you get them from other re-sellers.

Cheers and kind regards,

tommy