Deserve Zero Stars …
Deserve Zero Stars for how they’ve treated me. I placed my second order in the past year with them this Sept. I like their vanilla extract. I ordered a 32 ounce bottle and it was shipped to my mailing address while I am out of town. The person handling my mail received a sopping package dropped on her front porch by USPS. Upon opening, it was discovered that the cap had come off and didn’t appear that well packaged. My friend immediately contacted me and I asked her to thoroughly photograph and document the mess. She then sent me the photos. These things happen.
So on the same day this completely damaged mess showed up, I sent a polite email complete with photos of the damaged and sopping package and the empty bottle with its literally shredded cap to Native Vanilla requesting a replacement or refund. I then backed that up with a phone call reiterating the damage and that I sent them an email. They never answer their phone. I left a polite message.
By the next day, still no return email or call from them, so I left them yet another message. They claim to have two lines. Sales and Customer Service. Neither answered or responded. The following week, last week, I tried calling and left another message and resent my original email. It is obvious that they have no intention of speaking with me or refunding or replacing my order. So I lose $50 and they lose me and everyone I’ve recommended them to. It is unconscionable for a business to behave in this manner. They also obviously control their reviews-if you check they always have high reviews. Somehow I doubt that I am the only customer that this has happened to. I have multiple careers which include being a chef/baker for 30 years. I use vanilla in large quantities and was going to start ordering large amounts from this company this year as I’ve returned to baking after a hiatus. No longer. I’m grateful to discover their complete lack of responsibility towards their customers or any semblance of customer service.
My mail person tossed the entire mess out and though she held on to the broken bottle for the past week and 1/2, I told her to toss it out. So buyer beware. They may ship their product, however, there may be no resolution if it arrives damaged.