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?
asked byDenis_1 (788)
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on April 20, 2012
at 03:21 PM
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.
on August 30, 2013
at 08:48 AM
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!
on August 01, 2013
at 02:22 AM
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 protected] 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 [email protected]
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
on October 12, 2012
at 09:55 AM
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."
on October 12, 2012
at 07:02 AM
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.
on October 10, 2012
at 06:44 PM
I've ordered from them and been very happy. Easy process, quick delivery... no complaints at all.
on October 10, 2012
at 05:44 PM
Their customer service is the worst! Their products,two tinctures were garbage!!! DO NOT BUY ANYTHING FROM THIS COMPANY!!!!!
on April 20, 2012
at 06:43 PM
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.
on April 20, 2012
at 02:10 PM
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.
on November 20, 2014
at 05:05 AM
UPDATE: after asking to speak to someone who could decide to go against there policy the manager granted my request to have the tins shipped later without further shipping costs. I also noticed that bulkapocrathy has a similar policy, so this might be the norm with these companies. My recommendation is to use Mountain Rose but say that you want them to attempt to contact you in the notes so you know if your getting the whole order.
Horrible customer service. Ordered several items and paid $18.73 for two day shipping because I needed the tins quickly for a craft fair. When I got the order they said the tins were out of stock and I had to reorder in a few days. This means I paid for two day shipping to get all the things I didn't need quickly and then have to pay for shipping again when the item is hopefully in stock. Turns out their policy is not to notify people unless more than 25% of their order is suddenly out of stock. They made no effort to rectify the situation besides noting on my account that I would like to be told if something is out of stock in the future. This is very poor customer service. They are essentially putting the onus on their customers to protect themselves from the possibility that the company made a mistake in overselling the product. Not notifying customers is sheer laziness. They could easily notify customers and give a deadline to respond before they ship as is. If they insist on maintaining this ridiculous policy they could at least, as any decent company would do, give customers a break the first time they make the mistake of not providing "special instructions" that they would like to know in advance of shipment that items are out of stock. I simply asked that they ship the tins without charging additional shipping. I still found out two days late that the tins I needed were not actually coming, and I still paid $18.73 in shipping for items I didn't need expedited, but they wanted me to pay their over priced shipping charges later because they are not able to keep accurate tabs on their inventory. Ridiculous!
on February 21, 2013
at 09:20 PM
I live not too far away from Mountain Rose and order from them several times a year. They've been in business a long time, have won more than a few awards for sustainability and fair trade practices, and have pretty extensive and established herb plots of their own in the area. The staff has always been helpful and the service good.
Companies like Mountain Rose always have the dilemma of relying on many overseas sources for their products and the reliability of those is only as good as Mountain Rose's ability to assess the suppliers. I think they do a pretty good job of that overall. The prices are also competitive.
I'd order teas, herbs, barks, roots and remedies like salve and tinctures over just about any other company, largely because I know they are paying about the best attention to the big picture as they possibly can and still make a profit.
Growing my own would be about the only other better choice.
on February 21, 2013
at 01:34 PM
I have only ordered I thing from them in the past (slippery elm powder). It came promptly and was shipped nicely. I never bought it in bulk, before, just capsules from the Whole Foods (Soloray brand). It did look different than I expected and it tasted a little funny and different than what I was used to, to me. Not bad, just kind of like flour. The thought occurred to me that was it “watered down”?
I researched and researched before I bought from them, and they SEEM like a really good company. And I tried to look online and see if that is what bulk SE powder should be like, but I cant confirm or deny it. It (the SE) never helped for the issue I got it with, but I don’t blame the powder, but in the back of my head, I do wonder.
I am considering placing another order. And I was also going to place one about 6 months ago, and I wanted to see the copies of the certification that they are very open and up-front about that they have and that they are only to happy to show you. And the person I talked to promised to email copies of them to me (being that I thought that was the easiest way for them) of the things I was going to order ... and they said no problem and they were very nice about it. But I NEVER received them. And I never ended up placing that order due to that.
I guess it could have been just an oversight on their part, and I could request them again. But after talking to him about it for a bit of time, and having him promise to send them right out to me right after he got off the phone (and they have my email on file as they sent me a confirmation from my first order and I also gave it to him then), I just wonder why he never did? I even gave them time in case he got busy and didn’t have time to right them. But nothing ever came.
So I am going back and forth about ordering from them again (I wanted to place a rather large order). So that is what I am trying to research and see other peoples opinions and experiences with and about them. I wanted to ease the little bit of a “wary” feeling that I have about them, and so I have read as many reviews of their company as I could find.
But again, just like you can read all about a company and it looks great, but in reality it could be true ... or not. By the same token, reviews could be true, or not. I have seen good reviews for them. And I have seen bad.
Some say it used to be a really good company in the past and then they got “too big for their britches”. Some say it is great, unconditionally. Some say it was good til they had a problem, and then “all h*** broke loose” and they were nasty and they did not take responsibility for it and blamed the customer and implied the customer was ripping them off etc.
Some even go so far as to say that they sell ‘”crap” -meaning not legitimate stuff and who knows where it comes from (that is almost exact words they said).
All these opinions (both good and bad) are in more than one review. So I’m not sure who to believe. If I place a big order and DO have problems, am I going to have to fight with them about it? Because I have been ripped off before (don’t EVER order flowers for a funeral or anything at Wesley Berry Flowers on-line) and have had to fight (very stressful) and STILL have had no resolving it.
So do I take the chance? Or not? And also, are they really legitimate? Someone even said their products were old, someone said moldy, and another said they made them sick. Do I take a chance?
I WANT to believe they are a good company like they seem to be on their site .... but then again, anyone can have a site and say anything they want to on it. It doesnt mean its true.
On the other hand, someone could have it in for them and be trying to make people have doubts and not order from them (say a competitor). But, again, is that really realistic that a competitor cares that much that they are going to write those negative reviews? (Especially for a “small” company? -though, anything is possible, I guess.)
I just don’t know. And my moms voice goes in my head saying, “If something seems too good to be true (the great site they seem to have), then it probably is!”
So how do I know WHAT to believe? I already have a bit of a funny feeling about them, but is it my imagination? Or just my natural normal concern that is legitimate, but unfounded? Or is there really something to steer clear of here?
Any help, input, thoughts, and/or suggestions, would be very much appreciated.
on January 21, 2013
at 05:47 AM
I've never ordered from them, but I probably will soon. I usually order from Bulk Herb Store (which is awesome!), but if there is something I need that BHS doesn't have, I will probably order from Mountain Rose Herbs.
on December 21, 2012
at 04:54 PM
This is the worst company I have ever dealt with. Their customer service is appalling to non-existent. Think twice before using this company. Further, their representatives actually admitted to me they have no idea where their materials come from so who knows what you are getting.
on November 30, 2012
at 01:20 AM
after shopping like crazy.. just realised they are not delivering in UK...:oo I just don't know where to find this things...I'm so upset
on November 11, 2012
at 03:35 AM
I've been ordering from them for years and not had any problems at all. I also order from bulk herbs store and love it , Great fresh organic herbs and great organic honey . Rosebud01922
on November 05, 2012
at 07:34 PM
I love their products but customer service leaves a lot to be desired. I recently placed an order where they decided not to ship a few of my items, i wasn't charged for them, but i tend to order a lot of things at once because the cost of shipping is so high. they never contacted me to say my order was being changed, and told me i'd have to reorder and pay new shipping charges. Apparently, this is noted somewhere in the small print. As much as I love their products, I will not be ordering from them again.
on April 20, 2012
at 06:53 PM
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.