"UPDATE: wanted to change to 3 stars but had a hard time getting that clicked on my iPad so I feel ok putting in 4 stars... 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! I ordered several items with two day shipping bc I needed one of the items immediately. All but that item came because it was suddenly out of stock. When I asked then to send the item without further shipping fees, upset that they hadn't notified me it was out of stock, they told me that their policy is not to notify people and that I should have known that by reading all of their policies. No attempt at all to try and actually rectify the situation. Instead they out the onus on customers to protect themselves by writing special instructions in case THEY have made an inventory error. I also suspect they over charge the shipping costs to make profit. Ridiculous!"

"Mountain Rose Herbs is a horrible place if you are LOCAL. I happen to live in Eugene, Oregon where they are based. They used to have great customer service, about eight years ago! I went to their shop in Pleasant Hill (they relocated to the downtown area). I could go in and get any herbs or oils I wanted without calling or paying ahead. Now they do not do this anymore - you have to order online and say you will pick up your order. And most of the time, it's not even ready when you go pick it up. The people who work there ignore you, they have a bad attitude and they are not welcoming at all. I do NOT get my herbs or oils there any longer. I urge others to try out www.pennherb.com. Excellent place."

"My case exactly mirrors the reviewer about the rosehip oil that smelled like sesame oil. the first incident happened a year ago, I ordered a very expensive oil, I think was pomegranate oil that smelled like sesame. I assumed they switched the far cheaper sesame oil for the expensive one. I've let it go after getting a full refund upon return of the item with shipping included. But my recent order in which a 16 oz almond oil smelled undeniably like sesame oil, I was floored. I use almond oil to mix with vitamin E for a supplement. After taking a dropperful, I suffered serious colitis. Something's going on at that place that I no longer trust. I'm afraid of ending up taking something that is potentially harmful; either possibly contaminated, or even switched product where you don't know if it is meant for internal use. I would be very weary of this company. "

"I ordered for the first time a few weeks ago. I received an email within two days informing me my products had shipped. Shipping took a long time but I live in Michigan and knew that ordering from Oregon Ground shipping would take awhile. Plus there were a few snow storms in between that UPS got caught in. I received the products I ordered 2 of my 13 products were missing. I called customer service, someone answered right away took a message and told me someone from returns would be calling me that day. Within an hour I received a call from the returns department apologizing and they are shipping me out the missing oils. I received an email the same day with tracking info. I would definitely order again. This isn't amazon you won't have your products in 2 days but the oils I ordered were packaged great, of great quality and I received friendly helpful service."

"I am disappointed with Mountain Rose Herbs and feel their customer service is lacking. I purchased quite a few herbs and tea in bulk, along with beeswax tealights, which I needed. When I checked my online receipt after ordering, everything was accounted for.
Shipping was very slow (almost two weeks), and when my order finally did arrive, the tealights were not included, and the invoice stated they were out of stock. The invoice had been adjusted to reflect the new price. I had not received an email, or any sort of notification that the item was out of stock. When I called to inquire, they told me this happens often, and they simply are not able to notify each customer when an item becomes out of stock. Keep in mind that it didn't show as out of stock on their website, and it went through on my original order form. I only found out that the tealights were out of stock once I actually received my order.
The only thing that the customer service rep could do was offer to put, "a big notation on my account to call me when an item is out of stock." What kind of service is that? They wouldn't even offer to send them to me when they arrive in stock. I do not plan to order from them again. Save your money and go with a company that has higher standards for customer satisfaction. "

"I have been a loyal customer to Mountain Rose Herbs for a few years now. I always had great experiences but my last one has forced me to find a new supplier.

They had sent me a bottle of lavender oil that was "off" and couldn't be used in any product. They refused to offer any help other than stating that others customers had complained, they tested the product and the chemical composition was fine. Unfortunately, when you are buying a high quality oil you expect it to smell good in your products. I have tested oils from many suppliers and have a good nose.

I never once asked for a refund since I was out of my return period, but would have felt much better had the customer service rep offered me anything to help rather than sticking to saying that they were right no matter what. Even 5% off my next order would have helped me try the company again. As a business owner myself, I am disappointed with this level of customer service and won't take the chance of receiving a poor quality product again."

"The quality of Mountain Rose Herbs products are poor. Their customer service is terrible. Mountain Rose Herbs are unaccountable, their attitude lacks integrity. Terrible experience. Never again. "

"HORRIFIC! Placed an order and paid for USPS 2-day priority mail. they shipped the order 5 days later via UPS ground (taking 2 weeks). did not respond to emails, and no one answers the phone. I've notified them that I'm canceling the order, but I'm canceling the credit card charge as well, since it's obvious these fools are going to continue to ignore me.

These people sure don't know how to run a business. Don't bother ordering from them; they're likely to be out of business before your order ships."

"They ripped me off and did not honor a policy specifically stated on their website. After trying to contact them several times on the matter, the only response I ever got was something about "a large influx of email requests"- pretty generic excuse.

Funny, they sure did respond quickly to my email order (so they could charge my credit card), even in the midst of this "large influx of email requests".

The policy they did not honor was that they claim they will honor the lowest shipping price selected while still shipping your order via UPS if you've ordered something like essential oils which are required to ship ground. Since I had a very small order, I selected USPS as the shipping method. Because their website was currently down, they had to follow up my email order with a phone call to process payment (they responded very quickly. Amazing. With the "large influx of email requests" and all).

The woman on the phone charged me over twice the amount of shipping costs that I'd selected on my order. I asked if this was the cheapest option, she hesitated and said yes, but didn't sound completely honest. So I checked their website, sure enough it did say that items marked HM would have to be shipped ground, but they would still honor the lower price of USPS shipping if that is what you selected.

So I can't support a company so dishonest that they will greedily respond to any email order before they've charged your credit card, but will blow you off after collecting your money, claiming a "large influx of email requests." Especially when it has to do with a policy they've spelled out on their website. It's a shame really, because they do offer good products at fairly reasonable prices."

"I am surprised with the negative reviews here. I have been ordering from mountain rose for about a year now. Their essential oils have been very high quality and prices are fair. Shipping is efficient. I had to contact customer service only once when one thing I ordered was missing. They not only replaced it but sent be a second bottle for free. Very pleased with them. It is a shame if these negative reviews are coming from a competitor. They should spend their time improving their products instead of trashing a good company like mountain rose. "

"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, J


From: Office Manager ****@****
To: el
Sent: Wednesday, July 31, 2013 7:42 AM
Subject: Greetings

Greetings J,

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.

Best wishes,

Cassie Pointer | Office Manager
****@****
__________________

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 purchased recently some items from this company. Out of three items, two of them were defective. In addition to not returning my calls. I had to speak with a sale representative just to get an answer. The rep stated that they wanted me to return the items at my expense and that they would not refund me the shipping costs for these items from the initial purchase or the return. Also, they claimed they had sent this claim to a quality laboratory to determine whether I was lying or not. They ignored my voice messages and didn't seem to care whether I was dissatisfied or not. I am very disappointed and will never do business with Mountain Rose Herbs again!"

"Wonderful products. Love the Teas most!"

"After seeing some glowing reviews and checking out the selection and prices on the Mountain Rose Herbs website, I figured it would be a great place to start gathering supplies needed for homemade soaps and lotions. I would really like to review my products from MRH...problem is, I have yet to receive them. The website promises a confirmation email immediately upon placing an order, and orders shipped within two business days. Well, I placed my order on 12/11/12 and got no confirmation. On 12/13, I sent a polite enquiry on the status of my order (which was still showing "Order Placed" status in the account section of the site) and as of 12/15 have yet to receive a response. I'm well aware that shipping from OR to IL can take time, but the fact that my order doesn't even seem to have been packed after 4 days makes me leery of this company's promises and reputability. All of the items were in stock with no shipping restrictions when I ordered them, so I really can't imagine what the issue could be. If I get my order or at least a response to my email, I'll be happy to update this review, but so far I'm going to have to suggest that people take their business elsewhere if they'd like good customer service and timely shipping."

"RIP OFF WEBSITE BEWARE OF TOXIC TEAS & HERBS!!! Poor quality oils that smell off and nothing like organic oils, teas had mold in them my friend got sick drinking it, and the customer service are RUDE! Bad packaging: herbs spilled in shipment. They refused to refund, I returned the stuff and they claimed it wasn't their responsibility and only offered partial 25% refund claiming the products were not resellable. Well duh they sent me expired, moldy damaged garbage and they scammed me out of my money. I placed a large order from this website because of internet recommendation and reputation but I was treated like a 3rd rate customer. I say to everyone: STAY AWAY!!! I would not trust the customer service not to temper with edible items and herbs. You can find better quality elsewhere only whether on auction sites or natural product stores. Shop around & buy from reputable company. MOUNTAIN ROSE HERBS IS NOT REPUTABLE!! Maybe MRH was good 5 years ago but in 2012 they and they send you perished products. Please BEWARE OF FAKE REVIEWS WRITTEN BY STAFF AND AFFILIATES: you should know that MRH PAYS MONEY to website owners to plug their garbage products!!! "