NaturesGift

The store has terrific products and terrible customer service. So sad! I recently placed an order from Minnesota for a few of their aromatherapy products. In the special instructions section I asked that any product that could be compromised by freezing, not be sent (as we were experiencing sub-zero weather). I received my products (on a day with a high of -2) and one of the products was clearly labeled DO NOT FREEZE. I sent a query and received some substandard responses. See below for a record of my correspondence.
MY QUERY:
Thank you for your prompt service regarding my order. I do have a concern with one of the products. I ordered a bottle of Marge's Miracle Blend (MMB). In the instructions (within my online order) I asked that any product that can be compromised by freezing not be sent. I noticed the MMB has specific instructions to not allow it to freeze. So, my question is, did freezing the product affect the strength or usefulness of the product? I can assure you it arrived in a frozen state (as do most items from the post office at this time of year, as I live in Minnesota). If the product has been compromised, I would like a refund (or credit to my account). If the product is fine, please tell me why you place 'Do Not Freeze' on the bottle label. No matter the outcome of this issue, be assured, I will purchase from your company again (just maybe not during the winter months). I love the quality of your products, I love the variety, and also, the instructional information you provide with the individual items. Thank you for a lovely site.

NATURESGIFT.COM 1st RESPONSE:
We always said "do not freeze" on all of our labels.

Over the past couple of years, information has come to our attention that with the aromatic products this is not necessary. They don't BENEFIT by freezing and we don't recommend frozen storage. But allowing the product to slowly return to room temperature and then, if necessary, re-stirring and they should be fine.

As to why the label still says 'do not freeze'... with close to 1000 products updating each individual label is a MAJOR undertaking. And, with all due respect, not our top priority.

MY 2nd RESPONSE:

Regarding your below response, you mention aromatic products not being affected by freezing. I believe the MMB is not being sold as an aromatic - I believe it is supposed to have holistic healing properties? So, does your below explanation still hold true for this product?

Also, you appear to be subtly irritated by my query. I guess I was expecting a mild apology for the error in the labeling - not a credit - not a freebie. I was concerned that the product I paid for was actually okay to use. You didn't even close your response with a civil 'Sincerely' - you just stated this is 'not our top priority'. Okay, I'm not your top priority. I'm only a customer. Oh, wait - I am a customer. As a retired customer service rep, I can assure you your response was not professional. So maybe next time you reply to a missive, regarding an error on your part, you might not be so flippant in your response.

I guess I will be looking for a new supplier - sad - I like your products - just not the attitude of the below customer support person.
Sincerely,

P.S. A response is not necessary and really - not expected.

NATURE'S GIFT FINAL RESPONSE:
ALL of our products... with the exception of bottles and jars, pipettes, diffusers, etc... are aromatic products.

You asked us not to ship anything that would be damaged by shipping during subfreezing weather. To the best of our knowledge we honored that request.

When you wrote and asked, I thought I reassured you that we had followed your request.

And I never EVER said that our customers were not our top priority. If you chose to interprete a comment about redesigning the labels for perhaps 1000 projects not being our top priority as a personal insult or comment, I am sorry. But I thought it was clear I was talking about the labels.

1. You placed an order knowing it would ship under hostile conditions.

2. We, to the best of our knowledge, honored your request, that we 'edit' your order due to weather conditions.

3. You were concerned about one product that I shipped because the label said do not freeze. We do NOT recommend freezing, but, as I said, it should not hurt the product. I answered immediately, addressing your concerns.

Obviously my customer service skills do not measure up to your professional standards and you will be much happier finding another supplier.

There are many products from which to choose. There's bound to be something you will like or love! Products are wrapped with the utmost care, so as to not be damaged in shipping. Awesome!