I ordered several garden tools from Garrett Wade online, order #*******857. It was a gift for a relative who lives on the West coast, and I am on the East coast. I specified the delivery address as where the item is supposed to go, and had give my address separately to go with my credit card payment for security reason, as usually. This was my first order from Garrett Wade, and the company seemed reputable.
To my surprise the box with the tools was dropped on my porch today. I called GW to see if they can correct their mistake. The answer was that the only solution is for me is to place a totally new order on their web site. They didn't offer to correct THEIR mistake, e.g. to ship another set to a right address and have me return the box for free. Nor did they offer me to ship the box to a correct address myself and comp the shipment. When I placed the order I used a coupon code and a discount. The discounts have now expired and I'd have to pay more for the same items.
I did not want to pay for shipping of heavy garden items across the country in a first place. Needless to say this will be my first and last order with GW.
Dear Olga,
We are terribly sorry to hear that your order was handled in this manner. It is certainly not our protocol for correcting our error of shipping to the wrong address. The representative should have send you out a no charge re-ship. We will be addressing this with our customer service team as this is unacceptable. Please feel free to get in touch with me directly, and I will be happy to help you. My name is Susan and my email address is susanm@garrettwade.com. On behalf Garrett Wade, I am sincerely sorry for your experience, and am looking forward to hearing from you to make things right.