Customer comments and feedback
We ship out thousands of orders, and tens of thousands of plants, each year. We take pride in the fact that we send healthy, well-grown and groomed, plants. These are carefully wrapped and boxed and shipped out as soon as possible--more than 90% of orders are shipped within a matter of days of our receiving them.
We guarantee safe delivery of all orders, and healthy, properly labeled, and true-blooming plants. On occasion (about 1 in every 100 orders), we'll have to make good on our guarantee. Sometimes, plants perish in weather that's too hot or cold, sometimes the post office "squashes" a box and, sometimes, we're to blame for poor packaging or clerical mistakes. In such cases, we'll reship plants, issue a credit, or refund money (we need to do this on about 1 in every 200 or so orders).
In any event, we always try to please and look for ways to improve our growing, shipping, or service.
Need to contact us? You can send us an email, or a immediate answer to you question, it's always best to contact us by phone (585-374-8592) during normal business hours (12-5 pm EST).
Here's a few of the unsolicited comments recently made by some of our customers. All appear precisely as written, without editing. So that the page doesn't become too lengthy, we only reprint those received during the last 3 months. More appear on our 'Facebook' page.
The "compliments": Some of our recent satisfied customers speak.....
From
Lloyd, in MD
Dear Rob, Olive, and Staff,
We received our first order from
you all on Thurday and wanted to
commend you and your staff on
the incredible packing job. I
deal with several mail-order
companies, including some of the
best; Logee's, Annie's Annuals
and Perennials, and Highland
Succulents to name a few, and
there is no comparison when it
comes to the most important part
of any nursery operation, the
shipping methods. If you can't
get your product from point a to
point b in good shape, you will
have a multitude of problems,
mostly replacing lost plants.
Your plants were unpacked and
did not miss a beat in their
growth cycles.My friend was
amazed by the nearly open
flowers of the Sinningias and
how they were fully open by this
morning. We also enjoyed all of
the cultural information, since
we are both newcomers to the
Gesnariads. I grow cacti and
succulents and he grows orchids.
Many thanks and we are both
looking forward to putting
together our next order.
October 29, 2011
From Matt,
in WA
Hi, I received my Columnea
microphylla the other day and I
wanted to let you know I am very
happy with it. The packing job
you did was excellent and the
plant was very healthy. It
exceeded my expectations. Thank
you! November 5, 2011
From Alberta, in FL
Received my 10 streps two
days ago.(growers choice) they
arrived in perfect condition,
easy to unwrap and a wonder
selection. glad party boy and
party girl where included. November
4, 2011
From Jacques, in South Africa
The Streps arrived
yesterday, 05 November, thank
you very much. They were in
perfect condition, not a single
broken leaf and looking fresh as
if they had been packed the day
before. Thank you all at Violet
Barn for the great service, I
will happily order plants from
you again in future.
November 6, 2011
From Olga, in SC
The violets I ordered
recently arrived today, in
wonderful condition, in bloom,
and I LOVE them. They are
darling and they make me very
happy. Thank you. November
7, 2011
From Linda, in WA
I received the violets, 10
in all, that I ordered today.
Though I usually, in fact never,
comment on a mail order I have
to say this order was to
perfection. I have never
seen plants wrapped so carefully
- all of them arrived absolutely
perfect, two even had blooms. I
was really impressed, especially
since I have often ordered
plants from others and have
witnessed every condition (from
dead to barely alive). I know
the shipping was costly, but it
was worth it. Thanks again.
November 13, 2011
From Pamela, in TX
You mailed a box to my
daughter-in-law Elizabeth Womack
last week for her birthday
present. She was ecstatic over
the gift and thrilled with the
health and quality of the
plants. Thanks so much!
November 11, 2011
From Tatjana, in FL
I wanted to let you know
that the package arrived. All
but one of the plants was
intact. Three of the leaves were
broken off but I have put them
in soil so hopefully I will have
three additional plants
eventually. We are excited to
have such a variety and can't
wait to see them bloom. Looking
forward to doing more business
with you. November 11,
2011 FL
From Lorraine, if FL
I received my violets this
morning and am impressed with
the care you take in packaging.
I did not know what to expect
and I am delighted with my
little plants. November 10,
2011
From
Fred, in MI
Rob, I just had to write
you and tell you what a great
operation you are running.
Having been a professional
grower myself for 15 years I
know how hard shipping can be. I
used to ship hundreds of
thousands of perennial seedling
starters in 96 packs for growers
to finish off in time for
spring. The quality of your
shipping process amazed me with
how much care was taken with
each plant. Each plant was in
perfect condition both moisture
wise and protection wise. If you
would like to use my testimonial
please feel free because
everyone involved in your
operation deserves a " thumbs up
" !! I was looking for a new
hobby and I can tell that I have
found it and by this time next
year I will be forced to buy a
bigger house. My grandfather
used to hybridize mums and I
can't wait to try some of these
violets.
November 23, 2011
From Sue, in PA
My lovely violets arrived
today safe and sound! They look
healthy, hearty and beautiful! I
am absolutely delighted. Thank
you very much!
December 1, 2011
From Laurie, in TX
I just received my
miniature violet -- it is so
cute and healthy looking!!
Thanks so much. I can't wait to
plant it in the miniature violet
pot that my mom gave me.
December 2, 2011
From Jody, in CO
I received them Friday in
wonderful condition. I am
pleased with the colors and it
is the type of Goldfish that I
had been looking for.
Thank you. December 5,
2011
From Fred, in MI
Rob, just wanted to let you
know the plants arrived in
perfect condition despite 25
degree temps this morning. I
also want to thank you for the
extra strep,'Bristol's Tropical
Sunrise', it looks like the kind
of plant that you pot and jump
back before you get in it's way.
Once again my hat is off to you
as a grower. Thanks.
December 8, 2011
From Robin, in PA
I received my first order
from the Violet Barn last week.
I wanted to tell you how
impressed I was with the way the
plants were packed and what
perfect condition they were in.
Three of the 5 even had flower
buds. I wish I had ordered more.
You can be sure I will place
another order after the Holiday
bills are paid.
December 9, 2011
From Sue, in Toronto, Canada
A quick note to let you
know that my plants arrived on
Saturday - all were in perfect
condition. Thanks so much for
the great packing job which kept
them cosy during shipping to
Toronto. December 12, 2011
From Pai, in Thailand
I am very happy I've
received my AVs in rather good
condition this morning. Thank
you very much. December
12, 2011
From Diane, in SC
I just wanted to let you
know 'my violets' arrived in
better than perfect
condition...put them immediately
under the grow light and they
are responding beautifully to
their new environment. Thanks.
December 12, 2011
From Randall, in TX
The violets arrived today
in great shape. I'm impressed
with the packaging and quality
of the plants. I recommended you
to a friend. She'll be ordering
from you shortly. THANKS!!!
December 15, 2011
From Brooke,
I just wanted to take a
moment & tell you how impressed
I am by the quality of the
plants I've purchased from your
website. I have ordered African
Violets from several different
sellers & while the price may be
less with others, the plants do
not seem to thrive like the
plants I've received from Violet
Barn. I plan to purchase several
other violets for myself as well
as my mother, keep up the good
work. Your plants are beautiful,
you now have a devoted customer.
December 19, 2011
From David,
Hello, the plants arrived
yesterday morning - thanks for
your excellent packing and
prompt
shipping. There is some obvious
cold damage on one species -
Hoya retusa has many blackened
leaves; there are one or two
leaves on some of the H. bellas
as well. The plant's
bases seem green and sound, so I
think they will survive. I will
keep you appraised of their
progress. I should have added
heat packs to my request; I
thought I had, but I must have
neglected that step. Sort of
silly to not use heat when
shipping in mid-December....
On the whole I am very happy
with the nice plants and your
whole shopping experience, and
will recommend your nursery.
Best wishes for a great holiday
season, and a happy new year;
Cheers. December
22, 2011
Our reply: It's likely plants
got chilled in transit. If
they don't recover, let us know,
safe delivery was guaranteed by
Express mail. We don't use
heat packs, since boxes are well
insulated and adding packs can
cause their own problems.
From Holly, in CT
Just wanted to let you know
my little Chimera arrived safe
and sound yesterday in CT. The
little guy looked like it was
packed and shipped with so much
love and care. I've never
received a plant packed so well
for winter travel. I've
received many ribbons locally
for growing and showing my small
collection of violets over the
years here in CT so this new
addition is very near and dear
to my heart. I'm a windowsill
grower and there's a place for
this new tyke in my garden
window already. Thanks for all
you do for the Violets and for
us who love them. Happy
New Year! December 30, 2011
From Zurawati, in PA
Wow, ok...first of all, I
don't know what to say first.
not in order of importance: 1.
it's been about 9 days now since
the 'order shipped' email was
sent to me, I really really
didn't know that it could take
that long for priority mail to
arrive. so if it's my hastiness
is to be blamed, please forgive
me. 2. your sending me my
reorder plants at no cost: part
of me really really appreciates
it, and am truly grateful, but
another part of me feels like I
may have not deserve it since I
was informed of the risk,
(although actually in my mind, I
was thinking of the risk in
terms of the weather, of being
left outside in the cold, not of
package being lost. the low
temperature during the supposed
delivery week was in the high
30's-40's, I felt it was safe
enough, and I'm home all the
time to watch out for the
package.) I informed you about
the problem because I was really
feeling sad about it, and just
in case informing you may
benefit other customers --that
it be a lesson for everybody. I
do feel bad that you have to
sacrifice. 3. my second order
(not my first haven't arrived
one and not the third
reordering) did arrive. they are
beautiful, beautiful, very well
packed plants. I thank you for
the blooms and buds! really
really made my day. I thank you
very very much.
January 5, 2012
{Our earlier response: The order
in question WAS shipped. It may
yet arrive. We cannot guarantee
safe delivery via Priority mail,
but it should at least ARRIVE.
Since you are placing another
order (by Express Mail), will
send the plants from your
original order (that did not
arrive) at no cost. You will
receive an order confirmation
from us shortly showing this.
The express mail package will
need to be signed for upon
arrival, which will ensure it
gets to you, as well as safely}.
Today is a joyful day; the
plants arrived all in perfect
condition, thank you very
much(except that I usually do
enjoy reading newspaper plant
wrappers from other places, but
this time the newspaper is in
Chinese! cool.) January 10,
2012
From Barb, in AK
I received my order today
and want to thank you for the
beautiful plants.
Everything arrived in good shape
and I was amazed at all the
flowers. Thank you so much! The
girls are going to love these at
our retreat. January
7, 2012
From Gail, in CA
Hello, I just wanted to say
how pleased I am with my order
received in December. It was
professionally packed and the
plants are marvelous! Thanks so
much! January 7,
2012
From Joan, in OH
The violets arrived today
in perfect condition. Thank you
so much! They are beautiful. I
will be happy to recommend your
violet business to anyone.
January 11, 2012
From Karen, in MO
Received my package about
an hour ago and am very happy
with the selection of plants
sent to me. Also was very
impressed with the detailed
packaging! All plants are in
great condition. Thank you
so much. January 11,
2012
From Glenn, in CA
Hello all-just wanted to
say thanks for getting my order
to me so quickly.Everyone
arrived safe and sound-your
packaging is amazing! Thanks
again. January
11, 2012
From Patricia, in PA
I received my order today
and it was in perfect condition.
I was a bit upset over the price
of shipping UNTIL I saw how you
shipped ! The shipping price was
worth every penny. You took such
care with my order. The plants
were totally protected. Thank
you so much. I love these
miniature ivies and I couldn't
find them anywhere locally.
Thank you again! Janauary
12, 2011
From Mike, in MD
Thank you for the quick
delivery (received it
yesterday). As usual, the plants
look great and some are even in
flower! I look forward to
growing the species violets and
the streptocarpus. January
12, 2012
From Phil, in NM
My plants arrived today in
perfect condition in the middle
of the New Mexico winter. Yours
is a first class operation, the
care you take in packaging
complements the beauty of the
exceptional plants I received. I
will order again soon.
January 11, 2012
From Dan, in MI
Received my shipment this
morning, and I was very happy to
seed the good quality of the
stock, and the professional way
the material was packed.
My thanks to KG, F, & C for the
work. All the standards
lost at least one leaf, but all
the minis were intact. You
must be lucky thre to be able to
still buty the little "Solo"
cups as we can no longer
purchase them. Looking
forward to growing these! January
11, 2012
Our note: KG, F, and C are
initials our staff who helped to
wrap the plants and package the
order. "Solo" (or "Hefty")
plastic cups make the perfect 2"
pot for minis, once you drill
drainage holes in the bottom.
From Ricky, in FL
I want to say I am so
impressed with my order I
received today of the AV I
ordered! The packaging was great
and they came in perfect
condition, so this made me order
some more minis! January
12, 2012
From Samantha, in KS
I wanted to thank you guys
for the seven amazing plants I
received! They all showed up in
perfect condition looking
completely adorable! I have them
all snuggled into my terrarium
(all but the begonia of course).
You guys clearly have an amazing
nursery and I'm so thankful I
found you guys. I will
definitely order from you guys
again! I just hope I don't kill
any of these amazing plants
because they are too precious.
Thanks again. January
14, 2012
From Deborah, in TX
I am simply thrilled with
my two violets that arrived
today so quickly. I was so
amazed at the care that you took
to pack those little plants but,
after all, they traveled from
New York all the way to central
Texas. They arrived in just
perfect shape! I ordered online
because your website was so
impressive and it is so
wonderful to see your beautiful
shop and glasshouse. I would
love to see it in person in the
future. Thank you so much for my
pretty little violets! January
20, 2012
From Tanya, in TX
Just wanted to let you know
how happy I am with my order.
They were packaged beautifully
and arrived in excellent
condition. Such a pleasure
receiving your beautiful plants.
Thank you so much, and I WILL be
purchasing again.
January 23, 2012
From Dean, in TX
I received my order today
and I am thrilled and amazed at
the care taken to ensure my
plants arrived safely. Every one
of the plants is in excellent
condition and exactly as
described. I'm already planning
my next order. Thank you so
much. January 26, 2012
From Laura, in TX
Just wanted to say thank
you for packing the plants with
such loving care. They
were in very good shape when
they arrived Thursday! One
flower stem was bent, but that's
really not a problem at all. The
plants were still moist; the
newspaper was also a bit damp,
which tells me everything was
watered before you wrapped them
up. You all really take such
good care to pack them very
well; the insulated bag and
bubble wrap was what kept them
altogether! I have a job ahead
of me now - trying to keep the
lovely plants alive! I feel like
I have 7 new kids! And, thanks
for adding the miniature violet
at the last minute for me; I do
appreciate that.
January 27, 2012
From Doris, in TX
I received my 4 African
Violets in Texas today. What
healthy plants and one was
already blooming! The packaging
was beyond exceptional. I am
very impressed and I will be
ordering many more plants from
you. Hoya and Begonias are next.
January 28, 2012
From Nancy, in WI
I just wanted to let you
know that my order arrived in
perfect condition yesterday.
Having been in business for many
years, I know that you may
receive more email from unhappy
customers than happy ones. Your
online shopping is excellent and
very easy to use. Thanks again
for the great plants.
February 2, 2012
From Hattie, in AZ
Just a note, to let you
know the plants arrived in good
shape, all looking just so fresh
and healthy. I am happy with
them, and thanks for the gift
Plant, so nice of you Thank
you.. February 2, 2012
From Lynn, in CA
The package with your
beautiful violets arrived
yesterday and everything looks
absolutely wonderful! I've
slowly been "toe-ing" into AV
waters for the past year, and am
so glad I found your site and
took a chance on the assortment
and let you choose -- They are
all so lovely and arrived in
perfect condition. Your
attention and care in the
shipment packaging is really
special. February 4, 2012
From Debi, in FL
I have to comment again on
your choice for my freebie, Ma's
Toxic Spill. I read the reviews
and wow, thanks so much...one
listed as their top 2 favorites
so I am so looking forward to
seeing it bloom. It was so kind
of you to give me that pick.
Everything arrived in awesome
condition as usual. I am
starting to rebuild my
collection which was wiped out
after our recent move from TN to
FL. Thanks! February 10,
2012
From Mary, in CA
My beautiful plants arrived
and are in beautiful condition!!
I was a little leary of ordering
in February since your website
warns ordering that early is at
customers risk, but these plants
arrived in beautiful condition.
And were packed amazingly well!
Thank you so much. I have
ordered several times thru your
company and have never been
disappointed! February 18,
2012
...and some "constructive" criticism: Yes, we sometimes get complaints--we guarantee safe delivery on all orders and occasionally need to process a refund or send a replacement plant (our average is about 1 in every 100 orders). We haven't printed these. These are the more specific complaints/comments that customers have made--we reprint them so that we have a chance to explain, improve our work and, perhaps, avoid similar problems in the future.....
From Kathleen, in RI
I recently purchased aStreptocarpus Blue Bopper. Now blooming,
but it is violet as you can see from pic. I did not want violet.
This has me dissatisfied. There is nothing "blue" about this
flower. It is purple or violet depending on the light. The flower
was already in bud when I received the plant, so it is not my
environment that is the cause. I purchased it specifically for the
beautiful blue color. January 25, 2012
Our reply: We are sorry that it is not what you expected.
However, it is the proper plant and will look like that pictured on
our website (the photo has not been altered), when grown under
conditions similar to ours. Color in your photo is
representative of this variety. Keep in mind that deepness/tone of
color is somewhat dependent upon environment and care (i.e. light,
temperature, and the like). The appearance (to the human eye) also
will depend upon the type/color of light source the plant is in
(i.e. the light bulb, window, etc.).
From James, in WY
You charged me $13.00 shipping. Order just came and the
shipping charge on the box is $7.78. Please refund to me your over
shipping charge of $5.22 January 17, 2012
Our reply: The amount we charge
for shipping includes both postage and handling (cost of box,
packing materials and labor cost of packing). It sometimes is more
than actual postage, sometimes less. We often subsidize those orders
being shipped to distant locations and/or with heavy items. We
charged the cost as it appeared on the shopping cart when you
ordered online. We realize that for some, this may be more than they
want to spend. If that is the case, there is always the choice not
to proceed with the order. In addition, this information is
reproduced on our order confirmation when we receive your order. If
this wasnt' acceptable, we could have been contacted prior to
shipping to cancel the order. All of this is explained both on the
"shipping" and "terms and conditions" pages of our shopping cart
pages. There is never any attempt to deceive--we only charged you
for what was quoted when you placed the order, nothing more.
From Elaine, in TX
I placed an order for 2 violet plants and 2 self watering
planters. I requested standard shipping to here in Texas and was
charged USPS Priority. This added over Ten (10) dollars to the
amount charged to my credit card. While I am extremely happy with
the plants that I received, the extra cost makes ordering from you
in the future prohibitive. Sorry, but I felt you needed to know.
February 3, 2012
Our reply: So that plants aren't
damaged by heavy items in the box, ceramic pots must be shipped
separately from plants. This is stated at the top the page listing
the ceramic pots, both in text, in bold print, and highlighted. In
addition, when your order was confirmed by us, the shipping costs
(the additional cost was $8) and our message concerning separate
shipping was also stated. We understand that shipping pots
separately does add an extra cost, but there was never any attempt
to decieve, since this was clearly stated on the website. This must
be done, however, since it is the only way to ensure plants don't
get broken in the mail. Also, you will notice that the postage, even
via parcel post, of sending such heavy items to Texas is not
insignificant. We hope that you decide to order again. But if you do
feel that shipping costs are prohibitive, we again understand. We
don't make a profit on shipping, only on the items we ship.
From Bon, in TN
Just wanted to let you know that I received your shipment today and
was really disappointed in the shape that the plants arrived. I have
been a customer of yours for years and I have never been
disappointed until now. The package must have been thrown around
like a sack of potatoes because most of the leaves on the plants
were broken off. I know this isn't your fault for I am sure the
damage occurred during transit. I still thought that you should
know. I
am hoping that the plants will live through the ordeal they were put
through. February 8, 2012 Our reply:
Let us know if anything doesn't survive. We can replace, refund, or
credit as needed.
From Cindy, in FL
Today I received my order of 3 standard violets. I was so
disappointed as they are tiny and will take forever to grow into a
6" plant. They are not close to your internet discription and had I
known they were not 6" would never have placed an order!!
February 9, 2012 Our reply:
Sorry for your disappointment. However, we shipped the size plants
that we clearly state on the website--2 1/2" pots. We NEVER have (or
will) sell plants in 6" pots. It simply cannot be done without
significant damage in transit. We cannot ship plants larger
than this without damage. Should you ever visit our shop in person,
you will be able to buy larger plants since we can avoid the
limitations of having to ship them. Follow the directions provided
with your order--they will soon need repotting into 4" pots and will
be be full-grown plants of the size you see pictured in as soon as a
couple of months (given proper care).
If you'd like an immediate response, please call us during business hours (12-5 pm EST), since we don't always have the time to deal with letters or e-mails promptly. We aim to please.
For questions regarding culture and care of your plants, we ask that you review the web-site first, since most problems and commonly asked questions are addressed here. If you need a personal response, please call us (again during business hours) since we may need information you hadn't thought of providing concerning your plant's condition. Again, we haven't the time nor staff to personally reply to all letters and e-mails.
