Roots & Harvest — Local services in West Chester Township

When I ordered from this place I figured there would be a little wait because of covid. I placed my order on September 8, 2020! I never got a email saying they got my order or a confirmation code which I did not like. So fast forward about a month later we still had not seen any thing from them about it and got concerned. I got emails that offered 10% off but nothing else. Than I was able to get ahold of someone from here who said it was on back order. First off it should not be available on the website if it's on back order. I spent my money it should be available. Then was told that the money is taken out of my account when the item ships which is ridiculous. If you purchase something it should be taken out then. So she told me that the item is hand made and it takes time, which I get. Than here goes another month and still nothing, I call back and get the same run around. So she said it would be sent out in the beginning of November. And we got it at the end of November. Butttt it was one part of the order. We were still waiting for two more parts. We ordered a crock with lid and weights. So of couse we waited even longer. Mind you into 2021!!! We receive the second part in February. Now at this point I dont even bother calling because she lied to me saying the last two parts would ship together. Of course it didnt I mean why would it. That would to easy since I orderd it in September! Finally in March 2021 the rest of my order arrived. I highly do not recommend this place. Unless you want to wait and deal with...

Terminally backordered product for half a year with no updates. Requests for cancellation have gone unanswered.

• 1/10/21 edit *** My $280 order was placed July 9th with an expected 2 month backorder. I inquired status on September 7th to which I got a vague reply with no ETA. Unfortunately that was the last response I was to get.

An additional inquiry on Nov 27 went unanswered. I requested order cancellation on Dec 1 with no response. I requested cancellation again on Dec 17 again with no response.

Smaller companies usually have better customer service, not worse. It's ok to be backordered, especially considering shortages during COVID. However, it's absolutely inexcusable to be non-responsive to your customers. I will call my credit card company tomorrow, as I have lost my faith in the ability of Roots & Harvest to follow through on anything.

• 1/25/21 Update ** The saga continues! After I sent multiple notices to confirm they have cancelled my order from last July, they sent me a notification that they shipped today! I've long since found the item elsewhere, but even if I hadn't there's no way I would support this business model, which appears to be:

Accept order for backlogged item Ignore customer inquires for months Ignore multiple cancellation requests When stock finally arrives, bill and ship, even if it's 6 months later.

Buyer beware!! There are better merchants out there. This one has...

I place an order Sept 1st. It’s now Sept 25th. Four days ago I sent an email just touching base because my order hasn’t shipped yet and I’m wondering if that will be happening soon. This morning I still hadn't received an email back so I called Roots and Harvest. The women was having trouble bringing up my order due to system problems and said someone would call me back. I didn’t have a chance to ask her any questions about my order. It’s now Friday evening and no one has called me back and they are now closed for the weekend. If it’s going to take a month (or longer?) to ship an item, that should at least be communicated to the customer in some way. I know I sound like a “Karen”, but not responding to emails or returning phone calls is just bad customer service.

Update: It’s now been 3 months and my order still hasn’t shipped. I emailed them last week to get a refund. They emailed my back saying “your order has been canceled as requested.” Well that’s great and all but what about actually getting a refund? It’s been a week since they canceled my order, still no refund. Yesterday I opened a claim on PayPal to get my money back. Its $240 Canadian so it’s kind...