Bad customer experience after many years purchasing from them
I have been regularly purchasing Banana starch from them since 2020 without problem. But in May 2024 one of the 2 bags received had a hole in it spilling the product into the packaging. I immediately took a photo sent and email and waited for a response. After 2 weeks I followed them up and waited again. I then tried the web site contact form and again waited. I also tried phoning without luck. After 6 weeks I sent a final email saying I would have to go to PayPal to seek compensation. Waited another 2 weeks and then started the PayPal dispute process. Suddenly I received a response from Natural Evolutions via PayPal within days asking me to send the bag back. After 2 months I could not find the bag. I explained this to them and pointed out it had taken 2 months to find a communication method they would respond to. Their answer was to deny receiving any emails from me (even though I sent them a picture from my sent box) and they offered me a 20% discount on future orders which would leave me out of pocket.
I can only imagine that ignoring emails is their tactic to resolve product issues and then imply the customer is lying about contacting them. This is one of the worst customer experiences I have had.
I never had the opportunity of sending the product back to them but if you are in a similar situation do not resolve the PayPal dispute until you are happy with the resolution as you cannot create a new dispute (based on my experience I would be suspicious the customer would get the blame for the damage and they would not send out a replacement).