Beware!
8/12/20--Email to Frontier Co-op' re Order #100073039:
I am FURIOUS! Because you sent my 1-lb. order of Ceylon cinnamon sticks in a 14" x 12" x 10" box, it cost me $28 to receive my order in Panama. And your "responsible to people and planet" claim? A big lie! The huge box is filled with non-biodegradable packing peanuts for me to dispose of. See attached photos of the box and contents.
I live in Panama and my online orders are sent via my package forwarder in Florida, who then sends my orders to me in Panama. Charges are $2.50 per lb. plus 50 cents handling charge per package for a "normal" sized package. But for an over-sized package, they charge not by weight, but by "volume weight" -- i.e. the dimensions of the package. A copy of the $28.00 charge is also attached.
In addition, when my package forwarder notified me of receipt of a package that cost $28.00, I did not recognize the tracking number. After a lot of confusion, we figured out that the post office in Florida had put their own tracking number on the package, with no reference to Frontier Co-op's tracking number.
If you had sent my 1-lb. order in a normal sized package, shipping weight would have been no more than 2 lbs., for a charge of $5.50. But with a cost of $28.00, you owe me a minimum of $22.50. Please refund to my credit card.
8/14/20--2nd email to Frontier: I have a serious issue with my order, but no one answers your emails and no one EVER answers your phone! I will do everything I can to publicize what a horrible company you are!
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8/19/20 - Finally from CustomerCare:
I have submitted the credit. It does take a few days to process here internally with the short staff, and volume of calls/emails we are receiving, and from there can take around 7 business days to reflect on your card. We will process this as soon as possible, and to confirm you will be receiving a credit of $22 back to your card. Please let us know if you have any further questions. Jess.
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9/13/20 to Frontier: Your email was on August 19th, when you said you had submitted credit to my credit card account. I reminded you again on September 5th. Today is September 13th, almost a month later, and I have received no credit from Frontier for costing me $22.50 extra because of your exorbitantly huge shipping box. So you evidently lied. In addition, the cinnamon sticks must be old because they have practically no smell of cinnamon AT ALL. A ripoff at $39.90 for one pound.
So in total Frontier Coop has screwed me out of $67.90. Rest assured that I will publicize this Frontier Coop ripoff at every place possible!
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I would return these obviously old cinnamon sticks, but to return them from Panama would cost a fortune.
And there is no way to contact Tony Bedard, CEO, or any of the other executives. When you get screwed by this company, they ultimately refuse to be responsible. And an email to "customer care" most often results in a canned response that accomplishes nothing!
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9/22/20- Email to Frontier:
On 8/19 "Jess" said he/she had submitted $22.00 credit to me. He/she obviously lied. So now, over a month later, you sent a refund confirmation. I will see if it shows up in my credit card statement.
In other reviews I published, I said I am due a full refund for the old Ceylon cinnamon stick which have no smell at all. If you'll pay for the shipping from Panama, I'll return them.Either way, I want a refund for them. Please advise.
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Dozens of emails back and forth. They finally (in two credits) refunded the cost of the OLD cinnamon sticks, $39.90.
Finally, Jess wrote that to refund the exorbitant shipping charges by my package forwarder to Panama (because of their sending a 1-lb. package in a HUGE box), I would have to call them and give my credit card number, not by email, and reference their internal number, which she gave.
My call on 10/1/20. I explained the situation to Jason. He could not find any information from the "internal number"apparently because there had been "changes." Well, after he consulted with Jess, he finally took my credit card information. He said Finance would refund my shipping charges.
Jess responded on 10/5/20: " I apologize for any confusion. Your details were provided to our finance team. They said that while we had thought his additional measure would work, our new system would also now allow this. This was escalated to our management team to see how we can best resolve this and get a credit to you.
On 10/5/20, Jess said they could try a wire transfer of the funds to my US bank.
At that point, I figured that wouldn't work either and I was fed up with wasting my time. Loss of $28 and a big waste of time were a good lesson to forever avoid Frontier Coop!
Date of experience: November 07, 2020
