CUSTOMER SERVICE=LIP SERVICE - no accountability

rn2005

Through kickstarter, I purchased the 3-tier herbstation with grow lights and mobility pack. It took a long time for them to work out the kinks before shipping it. I finally received it in July 2020 but didn’t open the box until December due a move. I noticed that the base was missing and I couldn’t even setup the product!! Then, I saw that the company said the magnets for the grow lights were not strong enough and said they were reshipping new magnets to people.

I emailed the company in December regarding the missing base, the magnets and my new adddress. I was told twice that my “complaint/concern” was forwarded to another area. I have reached out to them 3 times in the last 5-6 weeks and I have received NO replies!

I just found the base on Amazon yesterday for $10 and ordered it because I am sick of ALTIFARM’s poor customer service and lack of accountability for their mistakes.

I think the product is pretty good but BEWARE that YOU MAY NOT GET ALL THE PARTS in YOUR SHIPMENT. The company that is fulfiling their orders is POOR!!!!! ALTIFARM - you need to BE PRESENT and be MANAGING the PEOPLE who are FULFILLING the ORDERS!

So, CAN YOU SHIP me the new MAGNETS? I also bought the 4-tier mobility pack from Amazon last year. I have spent about $1, 000 and you still treat me with zero respect. Repeat customers are your bread and butter. But, right now, I have only bad things to say about your company.

Support

Hi rn2005

Thank you for posting and sharing a detailed review of your experience. I apologize for the miscommunication and the inconvenience this has caused.
I assure you, we take into consideration every piece of feedback that we come across. Here at Altifarm Enverde, we pride ourselves on our excellent customer experience and take it very seriously. And in this instance, we clearly dropped the ball.

I’d like the opportunity to talk and investigate your feedback further. Kindly send over your address details and Herbstation Backer number to karanvir@altifarm.com, and we’ll ship out the Magnet Mounts as quickly as possible.
Also, we have refunded the full amount for Base Frame you ordered yesterday and will be shipping it to you today without any additional charges.

Let me again assure you we highly value your time and our business relationship. We’ll strive to ensure that this error is not repeated in the future.

Thank you for your reaching out to us. We hope to have the opportunity to serve you again soon.

Thank you again for your patience and support!

rn2005

Hi,
So, I received the base about a week after emailing the person above. We emailed back and forth and Karanvir had the magnets shipped to me. I waited about 12 weeks and checked the tracking number which showed the item was stuck in Mumbai customs. I messaged Karanvir but heard nothing back. I know India has been hard hit with covid and I certainly hope the person I spoke with is okay.

Today, I assembled the herbstation and learned about its design flaws. The base cracked after 8 hours. Luckly, I was able to prevent damage to my plants before the item fell over. The lights did drop on some of my seedlings.

The insertion openings in the plastic base are really tight and the metal tubes from the support structure don’t slide easily into the openings. It took me about an hour to chip the hard plastic from the metal tubes on the support system. I had bought a base on Amazon and had 2 bases. I noticed the second base I bought has cracks.

I have emailed the altifarm support . com address as well as others and sent support pictures as evidence. A team member replied and said my email was forwarded to “the team.”

Let me produce that for you here, t

oo.

Support

Hi rn2005 ,

We have reached out to you on your registered email address from support@altifarm.com Kindly revert to us there. Thank you.

Support

Hi rn2005 ,

We had reached out to you on your registered email address but it seems to have bounced back, hence requesting you to kindly share your backer/contribution number with us along with your email id. Thank you.