I ordered a new Farm on 24 October. It has not shipped yet. When I complained to customer service the response was that they will ship someday and I will be happy with my "beautiful and delicious rewards." That was last week and they still have not shipped. I asked to have my shipping upgraded to something faster than the standard 10 day shipping and the response was that it was impossible. I really think I am getting responses from someone in China who has no idea what we as Americans expect for customer service. Does anyone have an email or phone number for someone in management or at least here in the USA?
Phone support is not available due to COVID. I do know that other companies have systems that forward calls to service reps homes, so that is disappointing.
I tried the live chat. At first they still claimed it was impossible to upgrade the shipping. They wished they could, but it was not their choice, it just could not be done. I said it certainly IS their choice and demanded my case be elevated to someone who could do something. The supervisor agreed to upgrade shipping. The farm is still on back-order, but when it comes in (any day), they will ship it 2 day FEDEX, not standard 5 - 10 day shipping.
I gave them my "feedback." They should have let me know it was on back-order long ago. They should have phone support. They should have customer service reps that understand their job better.
I am impressed by many aspects of Aerogarden, but their customer service during COVID is not one of them.
Though it could improve greatly, I am glad you found some resolution to the issue. Customer Service is lacking in good times as well as hard times such as this one.That was just 'par' for the course I am sad to say after dealing with it since 2008. It used to be better before Miracle Gro took over. But eventually your problem will be worked out. It is just very inconvenient after paying the high prices for machines.
I am about to the point of making any future Aerogarden purchases, in spite of the higher prices, from Amazon Prime.
If there is a problem, you can return it immediately, no questions asked, and get a prompt refund or replacement (if you call).
Also, I was unable to find the Aerogarden site page where you could register your machines for warranty when I bought my last two Harvests. Maybe it's back up now.
In any case, they were the regular Harvests which generally don't have the problems the Elites sometimes have. I had to return an Elite once and it was a pain because no one locally could print a prepaid label for me and my printer was down. Aerogarden eventually had to print the label and mail it to me. This was after I had made numerous frustrating tries all over two towns.
FedEx is business friendly, but not individual friendly in my rural area where we have dropoff points for prelabeled packages only.
I had a 3 week old Harvest Elite 360 go bad on me today. The front panel controls became unresponsive. Cycling power on it did not solve the problem, only screwed-up the clock that I now cannot reset until noon tomorrow. Thank goodness I bought it on Amazon and they have extended the return windows for the holidays so my free replacement will be here in two days (Monday). It would have taken two days at the earliest to get an initial response from AG then wait at least two weeks to get a replacement unit if I had bought it direct from AG.
Of the six Bountys, three Bounty Elites and four Harvest Elites that I bought in the past three months, the only other failure that I had so far aside from this Harvest Elite was a Bounty who’s wi-fi didn’t work right out of the box and it also was a two-day Amazon replacement.
I have all of my AGs powered from a 1500 watt pure sine wave uninterruptible power supply with automatic voltage regulation and spike/noise filtering to prevent any damage caused by garbage on the incoming power. I live in the lightning capital of the USA so I use these on all of my electronics in every room of my house.
I ordered the Farm XL on 11/21 and the Farm Plus on 11/27. Both still say processing. How worried should I be? I am seeing more and more people on Facebook say they are in a similar situation. A bit sad if they won’t come. Thanks for any advice.
Post by coocooforcocoapuffs on Dec 8, 2020 6:55:31 GMT -5
New here! WAITING for my large purchase from November 21, 2020! I ONLY bought it to have it in time for Christmas. Have emailed them but no response. See the phone number you have listed, will try, but it doesn't sound like anyone answers. Anyone have any luck filling out the contact form on their site? How do you get to a live chat? Can't find that....should have bought on Amazon....:( Do you think I will have it by Christmas? Thinking about cancelling and buying on Amazon...thoughts?