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#1 of 2 Old 12-28-2007, 11:13 AM - Thread Starter
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i ordered 14 "simple hemp snap" diapers from this website.

looked like a great site and nice diapers. apparently the diapers are made custom by tykie diapers. (i checked one out ahead of time)

while tykie diapers are great, the customer service of earth friendly goods is not. 3 weeks after placing my order i emailed for an update. (as per their email... it said if you don't get your order in 2 weeks email us) no response for a week. finally she (carie) responded with info about my previous order (of one diaper). since i had attached a copy of the invoice, i was surprised she gave me the wrong info. i emailed her back to say she was referring to the wrong order. and then nothing again. for 5 days. finally i emailed to say i would have to cancel my order if she didn't respond and finally she responded with a very defensive email saying my diapers were custom made, others were happy to wait, blah blah blah.

i explained i was happy to wait as long as she updated me. she promised the diapers by the end of the week. at the end of the week i emailed asking for confirmation they had shipped. nothing. nothing for 5 days. i asked again about confirmation. nothing. then i again threatened with canceling the order. (this seems to get an immediate response from her). again, lots of excuses and defensiveness.

then i contacted ann at tykie diapers directly and she was very nice and apologetic and explained EFG had not promptly sent in my order to her, and then they had waited 10 days to pay her. so she got a very late start on them.

seems EFGs has a real problem with communication.

i am still waiting for my diapers, but ann promised they would ship today.

in the future i would only buy diapers directly from tykie diapers.

and i would advise everyone to stay away from earth friendly goods.

"Someone I loved once gave me a box full of darkness. It took me years to understand that this, too, was a gift." -- Mary Olivercoolshine.gif

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#2 of 2 Old 01-05-2008, 01:37 PM
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honeybeedreams has a valid complaint and has been both patient and generous in regards to communicating with us.

I do not want to discount honeybeedreams complaint, make excessive excuses, or point intent is to give a bit more information to those who read this review.

Initially there was a delay in communication with Ann/Tykie, as well as an error with sending honeybeedreams the wrong tracking number. In addition to that, 13 days after we received the order from honeybeedreams and had sent Ann/Tykie everything she needed to take care of the order, Ann informed us the order should be ready to ship by 12/21 (a month after we received honeybeedreams order). The very same day, honeybeedreams informed us she still not received the order, at which time we emailed Ann and she told us that she had not been able to get the order done by the 21st, as she had been sick and she would have the order done the week after Christmas.

To sum it up...we failed on the initial communication with Ann/Tykies diapers as 13 days to get the custom order started is entirely too long. Also, if we had communicated better with honeybeedreams this situation might not have have escalated to the point that honeybeedreams felt compelled to leave a negative review. However, some of the problem with communication is due to the fact that we are located in the Tulsa, Oklahoma area where we had a critical ice storm that left our area without electricity (among other things) from 12/9 - 12/15, compounded with the fact that we had an influx of orders and emails due to the Holidays and delays with Ann being able to complete the order...all combined to make a rightfully dissatisfied customer.

As a result of this situation, we will no longer offer custom diapers. We have also worked out an emergency plan for situations which may keep us from communicating with our customers in a timely fashion. Last, but not least, we have reassigned customer service duties to ensure that all our customers receive prompt and courteous service.

We have asked honeybeedreams if there is anything we can do to correct this situation as well as giving her a partial refund...though understandably there doesn't seem to be much else we can do to try and fix what has already happened. We have learned a hard lesson here and have taken the necessary steps to ensure this doesn't happen to anyone else, and hope that those who read this review will take that into consideration when deciding whether or not to shop with us.
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