Complaints

This profile includes complaints for HSU'S Ginseng Enterprises, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HSU'S Ginseng Enterprises, Inc.

  237895 County Rd W Wausau, WI 54403-5933

  
• 

  HSU'S Ginseng Enterprises, Inc.

  PO Box 509 Wausau, WI 54402-0509

  

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:09/26/2024

  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.

  The instrution on ******** website says "Fresh Ginseng orders will only be shipped out Monday-Wednesday". I placed the order on Tuesday September 24 and selected 2nd day air as the shipping method. What happened after this is unacceptable:- *** received the package on Wedesday September 25 at 6:44pm. Since it's already passed *** cutoff time for the day (Merchant was apparently late dropping off the package at *** site), it was processed on Thursday and the delivery will be on 2nd business day which is Monday September 30.- I called ***** customer service this morning. The ** *** on the phone told me that they are not responsible for the delay and I must contact ***. He literally just hung up the phone on **** followed their instructions and placed the order before Wednesday thought they'd have enough time to process and ship the item for 2nd day air. Not only they failed to process the order on a timely manner they are also extremely rude and tried to pass the bucket to ***. They should be well aware of the cutoff time for *** 2nd day delivery and should have communicated the changes when there's a delay especially when the fresh products might be spoiled (and come up with a possible alternative). Instead they expect the customer to pay for their mistake.

  Customer Answer

  Date: 09/26/2024

  In the first attachment you can see it stated on their website that "2nd day air" is the required shipping method for fresh ginseng. Fresh ginseng orders will only be shipped out Mon-Wed.

   

  In the 2nd attachment which is the order details you can see that I selected 2nd day air as the shipping method.

   

  The problem was that they dropped off the package late Wed night - it missed the *** cut-off time and was not processed till Thursday. If they did, the package should be delivered on Friday not Monday. 

  Customer Answer

  Date: 09/30/2024

  1. It says on ******** website that **** 2nd Day Air shipments are required to ensure the quality of Fresh Ginseng."

  2. I selected 2nd day air shipment for my order

  3. The "5-7 business days" language you referenced at the bottom of the order was just general verbiage for every order because they sell dry ginseng majority of the time. Fresh ginseng is seasonal products for only a few months of the year. 

  4. I've ordered from them before and this is the first time it was mis-handled. Of course I will never order from them ever again after this. 

  
  

  
  

  
  

  

  

  Business Response

  Date: 10/16/2024

  LiQin,
  
  Thank you for bringing your concerns to our attention, and we sincerely apologize for the inconvenience you experienced with your recent order. We understand your frustration, especially when it comes to a time-sensitive product like fresh ginseng.
  
  We investigated your complaint thoroughly, and came up with the timeline of events:
  
  Order Date: You placed your order on Tuesday, September 24th, and per our shipping policy, fresh ginseng is shipped Monday through Wednesday. Your order was shipped on September 25th using *** 2nd Day Air.
  
  Shipping and Delivery: We understood that the package was picked up by our driver at the regularly scheduled time on September 25th. However, we deeply apologize that it was documented that it missed the cutoff time.
  
  Customer Service Experience: We are deeply sorry that your phone call with our customer service representative did not meet the standard we strive for. We always aim to be respectful and helpful. We are taking steps to make sure our customer service team is trained to handle these situations differently moving forward.
  
  Resolution: Upon receiving your email on September 30th, we immediately reviewed your case and issued a full refund on October 1st, acknowledging the issue with the product condition.
  
  We greatly appreciate your feedback and are working internally to investigate the timeline we currently have in place working with *** to deliver our fresh ginseng in a timely manner.
  
  We want to clarify that this action was taken not in response to your BBB complaint, but because we are committed to ensuring the satisfaction of all our customers.
  
  We understood we were able to solve this issue after this report was submitted, but please let us know if there is a better way we can assist you.
  
  Thanks,
  
  Hsus Ginseng Enterprises******