Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 6, 2023, we ordered Botanicare Slide Bench with TriLock Trellis: 4 Foot Width x **** Foot System Length x 20 Inch Height for a total of $4,002.39. Upon delivery, we were not given a packing slip with the number of parts for the tables, and boxes were open/busted. We took photos. Once our room renovation was completed, we started to build the tables, only to realize we were missing parts. On July 2nd, I emailed Hydrobuilder the list of missing parts and indicated we were missing parts for TWO tables, (The instructions do not include the quantity needed, so I expressed we needed the correct quantity for two tables).By July 13th, after over 6 phone calls and numerous emails, we received confirmation that the missing parts would be shipped, only after I mentioned needing to speak to a manager and/or that I was going to report this to BBB. We requested the missing parts be expedited, given the amount of downtime and money this has cost us. They declined to expedite shipping after we said we would pay for it. 'Missing parts' shipped on July 15th.On July 20th, the 'missing parts' arrived. HOWEVER, we only received 1 quantity each of the missing part, Not enough to put together 2 full tables! We have spent over $4,000 on equipment that is completely useless without the missing parts. Hydrobuilder blames the distributor. We are sick to our stomach on the amount of money we've spent, and at this point, lost because our operation (small, family run VT licensed indoor cultivators) is at a complete standstill thanks to Hydrobuilders. All we've been requesting is the missing parts so we can build the tables and no one is able to comprehend or relay this information to the right person. Extremely frustrated and disappointed in the customer service we've received. We have many colleagues in this industry and will be warning others of our experience so they do not encounter the same issues.

  

  Business Response

  Date: 07/20/2023

  Hello *****,

  I'm truly sorry for what you've experienced so far. I agree that this is completely unacceptable.  I am working to determine exactly what you need and to ************** to you NDA on our dime.  I'll also be working to determine how and why this took so long to rectify.  Mistakes happen, but they have to be resolved quickly and completely.

  I'll follow up with you via email tomorrow when I have more information about the ship date.  You can reach me directly at ************ or ***********************************.

  I appreciate you brining this to my attention and I apologize again for our failures.

  ***************************

  VP eCommerce Operations.

  Customer Answer

  Date: 07/21/2023

  I am rejecting this response because:

  On 7/20, after 3 weeks of back and forth and the 'reason for the delay' being that we didn't have a packing slip, we were emailed a copy of the packing slip. I don't know why that couldn't have happened from the beginning. There is no other reason we would be requesting very specific parts, other than because we need them to put together these tables. Once we could actually see how many pieces of each item we needed, we figured out that the parts for 'Step 2' of assembly were not even on the packing list. I submitted photos to ****** to show her exactly what I was referring to. To know that this all could have been avoided if we had the proper information when we first contacted is very frustrating. We were told the items would ship 7/20, but then received a phone message that some of the parts could not be 'retrieved' and would be shipped on 7/21. I expect a full list of the parts (packing list) to be emailed that are being shipped to confirm we actually are receiving the correct number of parts, unlike the first attempt to send missing parts. The parts need to be expedited shipping. I have requested expedited shipping multiple times and said we would pay for it and the request 'was not granted'. Because of that, I feel the shipping should be expedited, if not overnighted and the expense covered by Hydrobuilders. This has set our operation back by over a month and is costing us thousands of dollars. For spending such a large amount of money with Hydrobuilders (well over $6,000 with all our purchases), I would expect a faster resolution and customer service.
  

  

  Business Response

  Date: 07/24/2023

  Hi *****,

  As I've said, this entire situation has been a failure on our part and on Botanicare's part.  I am hoping based on the email exchange I had with you (or *****) this morning that everything has been resolved.

  Please let me know if there is anything I can do to make this right at this point.  I will be working with both my team and Botanicare to ensure that this type of situation, if it happens, is resolved much more quickly in the future.

  ****

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:06/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered May 3rd. Did not ship until May 18th. Never gave nor received contact from shipper, yet order shows that "receiver requested item to be held at *** facility" three times. After seeing this, I asked HydroBuilder customer service to get it delivered as soon as possible about a week ago, but it has been returned to sender as of yesterday. As a farmer this delay will impact my entire year and next season! Horrible customer service experience.

  

  Business Response

  Date: 06/05/2023

  Hi ****,

  I'm very sorry for what is happening, and I appreciate your letting me know.  We have been unable to get an explanation from **** but we are sending you a replacement order today via *** 2DA, for arrival Wednesday 6/5/2023.

  We have also refunded you the original shipping charge.

  If there is anything else I can do for you, please let me know.

  Thank you,

  ****

  Customer Answer

  Date: 06/10/2023

  I am rejecting this response because:
  
  My order arrived with the proper 1x flexitank pro, 16x 6.6 gallon pots, 8x easy2grow trays, and 2x one pot modules aquavalves, but I did not receive:
  
  16x AquaValve5
  16x root growth inhibitor sheet
  16x pot sock
  2x one pot module tray
  
  So the delay to my business continues to lengthen while I cannot use the order for which I paid.  This is well over a month after paying for the original order.

  

  Business Response

  Date: 06/12/2023

  Hi ****,

  I have emailed the Vendor with your list of missing items and will get back to you as soon as they respond.

  My apologies again, this is going from bad to worse.

  ****

  Customer Answer

  Date: 06/12/2023

  I am rejecting this response because:

  My order arrived with the proper 1x flexitank pro, 16x 6.6 gallon pots, 8x easy2grow trays, and 2x one pot modules aquavalves, but I did not receive:
  
  

  16x AquaValve5

  16x root growth inhibitor sheet

  16x pot sock

  2x one pot module tray
  
  

  So the delay to my business continues to lengthen while I cannot use the order for which I paid.  This is well over a month after paying for the original order.

  
  

  

  Business Response

  Date: 06/12/2023

  Hi ****,

  I emailed you from my business email, Auto-Pot called and texted you directly.  They believe that you have your complete order, but if not, will be able to help us identify a solution.

  Have you heard from them?

  ****