I have mixed feelings about Windsor Dairy. I purchased shares in their grass-fed cow herd last year, which lets me pick up raw milk every week at Urban Homesteaders. Though expensive, I enjoyed it, because of the health benefits and wanting to support the local agriculture model. They also have great cheese and meat products, and the ladies that worked their stand were always very nice and friendly. I always looked forward to chatting with them and perusing the other vendors' goods.
However, upon starting grad school in 2012, I was looking for ways to save money. Windsor had just increased their price by a rather large amount, so I canceled this service. I had unused credits (from vacation weeks last year) and excess funds (from pre-paying). They said, in an email, I could still use the credits to get milk, cheese etc., and that the excess payment would be refunded to my Paypal account. That was in January of 2012. I still haven't received any money, and they have ignored several emails from me over the past couple months, although this action only takes a few clicks for them to do. Also, a few weeks after telling me I could use my credits for products, they reversed their position and informed me that credits can only be used by shareholders. So the credit I have with them can only be used if I continue paying for a service I no longer want...
I'm disappointed that my first experience with a local farm, which was going quite positively, was corrupted in the end. Being an entrepreneur myself, I understand cost driver fluctuations and the stress of a bottom-line. However, Windsor Dairy and its owners have given me the impression that, in a concern for their bottom-line, they have abandoned the basic business principle of integrity. While times might be tough for all of us now, refusing to refund someone's money (that you have already acknowledged is rightfully owed) is unacceptable, and any business owner who values their reputation would never do this. Also, reversing positions on the issue of credits just seems flippant. Once you tell a customer something, stick with it. Tell future customers whatever you like. And if you say you will refund someone, do so. Though I once recommended you to friends, Windsor Dairy, I can no longer...
UPDATE 7/9/2012: After several months, I did receive a refund for the money owed, though nothing was done about the credits. read more