Blue Mountain Organics

I have been a Blue Mountain Organics customer for more than 5 years. I'm a big fan of their products. I especially love their bulk sprouted grains and seeds which provide high quality nutrition at reasonable prices, and their shipping is always very fast.

Recently, however, their customer service has gone down the tubes. They have been unresponsive, passive and ineffectual to the point where I wondered if the company was going out of business.

I ordered 2 items in June. One of the items arrived in the usual short time frame. The other was missing from the order, with no explanation. It took the better part of a week – calling, emailing, and contacting customer service – to discover that the item was out of stock. There was no response to my calls and emails. Customer service finally told me via chat that they didn't know when it would be back in stock, and at my request they reached out to the appropriate department to get more clarity. They took a very passive approach with this, however, telling me repeatedly that they hadn't heard back from that department when I asked for an update. It's as though they didn't even work for the same company.

When I was finally able to get someone on the phone, the rep apologized and offered a 15% off coupon toward my next purchase.

A few weeks later, I attempted to use the coupon. It didn't work. I contacted customer service via chat and told them about the problem. I also reminded them of the previous issue I had had with their unresponsiveness about the incomplete order, which was the reason I had the coupon in the first place. I hoped that I would not experience the same problem with the nonworking coupon. The rep assured me that this would not happen again, and told me that they were reaching out to the IT department.

That was around the first week of August. As of August 22, I haven't heard a word from them, and I am tired of playing this game. It feels as if they don't GAF about customer retention. I don't understand how this is a way of running a business

I have never written an online review before, but I honestly don't know any other way to get BMO's attention about this issue.