DeliveryStuck with the carrier five days, refunded the same day
What went wrongHer Special Blend sat at a UPS facility for five days.
How we fixed itWithin the hour we offered a fresh one at no charge or store credit. She chose a refund, settled the same day. When the original box turned up anyway, we sent release tips so it wouldn't go to waste.
"Thank you for responding so quickly."
Customer J. · October 2026 · Customer support email
DeliveryReplacement or store credit, his choice
What went wrongHe opened his ladybugs to find many of them dead and asked whether that was normal.
How we fixed itWe explained that ladybugs travel dormant, so some stillness is expected, then offered a fresh 300 at no charge or store credit for what he paid. He chose the fresh batch.
"Thank you so much!!"
Customer C. · October 2026 · Customer support email
AdviceThe right predator sent at no charge
What went wrongOur website chat recommended andersoni for broad mites on 41 plants. For her setup, cucumeris was the better fit.
How we fixed itWe caught it ourselves while reviewing chats, wrote to her first, apologized, and sent a Large bottle of cucumeris (up to 50 plants) at no charge, with release steps.
Her reply
"I never imagined My mortal nemesis wpuld be a tiny, invisible bug ...nor that I would enlist a troop of cannibalistic mites to stop their reign of terror!"
Customer H. · October 2026 · Customer support email
AdviceA prevention plan revised, and the difference refunded
What went wrongOur website chat built a prevention plan for a pest-free alocasia room around specialist sachets. On review, our team thought a general prevention blend fit his room better.
How we fixed itWe reviewed the plan and wrote to him. With his OK, we changed the order to sachets better suited to his prevention plan, refunded the difference ($63.99) and changed his monthly subscription to match.
"Thank you !! This is awesome and I appreciate it very much."
Customer M. · October 2026 · Customer support email
AdviceOur own suggestion corrected before she bought
What went wrongWe first pointed her to Cryptolaemus for bumps on her zig zag cactus. It's a mealybug specialist, not the right fit for soft scale.
How we fixed itWhen she asked a follow-up, we told her plainly that we'd steered her wrong and pointed her to a better option, before she ordered anything. For the dents on her Alocasia, we told her not to buy anything.
"to be honest I trust your judgment."
Customer E. · October 2026 · Customer support email
SubscriptionA missed first box, sorted before she had to ask
What went wrongWhen we moved subscriptions to a new system, her first swirskii box never went out. She hadn't been charged, but she hadn't heard from us either.
How we fixed itWe wrote first, apologized, and gave her the choice to send it now or skip it. She skipped it at no charge and moved to a bigger box from November.
"Yes, please! That works perfectly. Thank you!"
Customer M. · October 2026 · Customer support email
Shipping chargeTwo orders combined, one shipping charge refunded
What went wrongShe meant to buy two sachets and placed two separate orders, each with its own shipping charge.
How we fixed itWe moved the second sachet onto the first order and refunded the second order in full ($19.62), so both shipped in one box with one shipping charge.
"Thank you so much, I appreciate you"
Customer S. · October 2026 · Customer support email
