Guest's Review of www.mountainroseherbs.com
12th Nov 2009
Overall Rating
- Value for money
BEWARE OF MOUNTAIN ROSE HERBS THEIR CUSTOMER SERVICE IS APPALLING
I purchased some unrefined coconut oil from this company. When it arrived I had not used up my current container so I put the oil in storage. Later when I opened it, it was rancid so I called the company. I was told it would have to go through there quality review department. More than 2 weeks later I received an email (not even a phone call) stating that there was nothing wrong with the oil that the problem was I did not know how to store unrefined oils and that since it was so far beyond their 60 day refund policy there was nothing they could do. I checked my records and I notified them 10 days late. From a customer's perspective this was not "so far beyond" 60 days considering the product was defective and I was a long term customer who had never returned anything so I was unaware what the refund policy was. So I called and spoke to the office manager. She said there was nothing she could do but would get with the VP of Operations on this. I asked her when I should expect to hear back and she said "you won't". I have never done business with a company that has such total disregard for their (formerly) loyal customers. She was able to verify on her computer that I was in fact a long term customer and had never returned anything in the past and yet she basically told me I was stupid and must have used refined oil in the past and unrefined is more delicate. I have since bought unrefined oil from a different source, it has been in storage longer than their oil was and it is doing beautifully. In the future I will do business with companies that value and appreciate their customers.
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