I stumbled across this website on another hack. I was all set to order from them but found this while searching google:
This does not increase my confidence in them as a company or their products. They do have a lot of good stuff so I figured I would post here to see what the Paleo community thinks.
So, how do you like them?
I have been ordering from MRH for several years - mainly bulk herbs, spices and tea. I have had no problem with their products whatsoever. I probably order ever few months and quite a variety of products. I cannot address customer service, as I have never needed to contact them.
I should add that I often order with a friend or two and we split the shipping costs, which works out great for me. Also, prices for bulk, organic products are much less expensive than the same bought in little containers at the market.
I ordered a bunch of oils (jojoba, rosehip, olive, and emu) from them a couple of years ago with no problems. I don't like their shipping rates and stuff is out-of-stock a lot, but everything arrived in a timely manner and was nicely packaged (and fresh). They carry a lot of products that are hard to find elsewhere.
Sorry but I have to step foward and defend mountain rose. I have ordered from them for YEARS now and I love them! I mean really- if one could have warm fuzzy feelings for a company I have em for mountain rose.
Their customer service has always been awesome. I contacted them once because I did bought a hydrosol and I wasnt sure about the smell (is it supposed to smell like this or is it bad?) They emailed back and offered to return it at their expense or credit my account. It ended up being fine (product wasnt bad) but it really impressed me how they handled it.
I trust anything I get from them to be 100% the right stuff and of perfect quality.
Sorry if Im gushing but dont believe neg reviews. I wouldn't be surprised if it was just someone out to talk crap about them because of competition. I see it on amazon reviews all the time.
Shipping is super fast within Oregon but I have also ordered from Florida. It does take about a week to have the stuff in your hands but I dont really mind it. The wait isnt that long and the quality is way worth it.
I've been ordering tea from there every few months for years now, have had nothing but great experiences with them. There are no other teas that I drink, just wish they would carry gyokuro though! Every three or so months I order about two pounds of tea, never had a problem.
I have never ordered from them, but I did follow the link and read the reviews posted on reseller ratings. There were a couple of key comments. Basically for me, one of the most important factors is the recourse one has, the response of the seller, if a product arrives "defective" or 'spoiled". It seemed there were some bad experiences along these lines.
As well, many firms will reply to negative reviews and attempt to fix problems. However: "Mountain Rose Herbs does NOT participate at ResellerRatings to monitor feedback and resolve your issues."
After several years as a grower for MRH and a customer, I have had a shocking and horrible experience with Mountain Rose Herbs and their distributor, Life Source in Salem Oregon. I purchased bulk 1 gallon of almond oil from Life Source. They kept forgetting my order so it took over a month to get the order placed. When I received the order it was very apparent that something was wrong with the almond oil. The seal was not there, just white tape around the lid. I dispense it to my cats who normally cannot get enough almond oil. It is good for their coats and digestive. I also use it on my hair and my entire body. My cats would have nothing to do with the new almond oil I purchased from Life Source. The oil also did not absorb into my skin. I did not use it on my face or hair. It had Mountain Rose Herb's label on it. My husband returned the bottle for me and we were given another 1 gallon bottle of MRH almond oil. I did use this bottle on my hair and body. My hair was 3 feet long. Now it is much shorter and looks like a child took paper scissors to it! Neither bottle ever smelled like almond oil and the second bottle also did not have the safety seal - only the white tape around the lid. The cat's had nothing to do with the replacement bottle either. Jeff at Life Source offered to help me with the damage to my hair, then he became real quiet. MRH gave me a $120.00 credit but I do believe Life Source sold the bottle to me for $160.00 - or they quoted that. I paid cash and did not keep the receipt because I have never had an issue like this before. I need to know what was wrong with the almond oil. Mountain Rose Herb response to the damage I have sustained is posted in the email I got from them today. Some of my hair is 1" long now. How would you feel about being dehumanized by MRH and their supplier??
My response to the below email from MRH:
I have no negative past with Mountain Rose Herbs and Shawn has visited our farm and used pictures of our plants in your brochures. I have sold some of the best borage Shawn has ever seen (I still have his emails!) to Mountain Rose Herbs on contract. Are you sure you do not have me mixed up with someone else?? I have some of the product here and can get it analyzed, but I have no reason to believe that MRH would respond anything other than above reproach. I need to know what was the issue with that oil? I have very damaged hair as a result of it. Sincerely, Jayne
From: Office Manager To: email@example.com Sent: Wednesday, July 31, 2013 7:42 AM Subject: Greetings
Your credit card was issued a refund for $120.00 on July 18th 2013. Generally if a customer purchases one of our products through another company we ask that any refunds or exchanges happen through that business, however since we have a long time relationship with you and because of the sensitive nature of this issue we decided to go against our policy and issue you a refund, we have considered this returns case closed. After reviewing your account with us the decision was made by upper management to close your account due to past interactions with you and our staff members. Unfortunately Mountain Rose Herbs will not be able to supply you with your herbal needs, please seek your business elsewhere, thank you for your understanding.
Cassie Pointer | Office Manager firstname.lastname@example.org
Mountain Rose Herbs PO Box 50220 Eugene, OR 97405 P/800/879.3337 Ext 131- F/510/217.4012 www.mountainroseherbs.com http://www.mountainroseherbs.com/emailtemplates/footerimage.jpg
I ordered from Mountain Rose Herbs just before they stopped shipping internationally. They left out a few items that were ordered (and still showed available on their website when I checked it) so I emailed them to ask for a credit or refund on the items that were not included.
Guess what? Not one reply at all. No response.
Then I sent another email - same thing, no response.
So I went and sent another email but this time to multiple departments in the company - hoping, praying someone will reply. Even if they didn't want anything to do with me, even just sorry we're outta stock would be nice. But no, they didn't even bother to respond to a paying customer.
It's bad business practice. Imagine if there was an allergic reaction or half the contents were missing or the products were damaged? Good luck trying to reach customer service for help!
Frankly their behavior tells me they just don't care. I refuse to believe that they are so under staffed they can't answer ONE email. And I use to think they were this awesome, wholesome company with values. Man was I wrong!
I've only done two orders, but haven't had problems with either one of them. It did take about a week to get my stuff both times, so people who are used to 2-day shipping might be annoyed. I've never tried to return anything though, so I don't have anything to add positive or negative about that.
Is anyone here a PaleoPlan subscriber? 3 Answers