Another who has had bad customer service from Thompson & Morgan. I ordered 3 lots of bedding plants, one pot plant, seeds and perennials, 1st may all of which were to be delivered by end may except one end of June. No communication, not able to check order online as wasnt visible, 2 emails unanswered, long waits on customer services number. Eventually got through to discover only seeds were going to be delivered by end of may (they should have been sent straight away). Rest were out of stock and only delivered july or August which is pretty pointless for summer bedding / tender perennial.
no apology, no offer of alternative that was in stock, just "we can cancel your order and you can reorder from website" - now will have to pay more to get similar as later in season and less growing time for seeds. Was even told I had left it too late to order even though their website said it was in stock. Not to mention that the seeds had at last been sent despite the order page now saying they were out of stock. Hoped they might be able to sort something out for me, but given their response have to say that I will never order again. Better service from eBay sellers to be honest, and you can check their feedback (unlike T&M where this seemed best place to leave feedback).
on plus side will now have a browse around this forum! (Rant over). Can recommend longacre nurseries, always had fabulous service.
I'm copying my post from the other thread Plant Pauper kindly guided katherinclyde to.
Naturally, the same offer stands here. If there are any outstanding issues, I'll do whatever I can to help you (after all, I too am a consumer - I know how frustrating the process can be at times) - here's the original post I wrote:
---------------------------------------------------- Good morning everyone,
Richard here from the Customer Care Team at Thompson & Morgan.
If there are any outstanding issues that need attending to, I'll be more than happy to help.
You're very welcome to call the Customer Care Hotline on 0333 400 0033 - if you would like to ask for me, I'll be happy to personally take care of you. I work both weekend days from 9am - 6pm.
Alternatively, you may respond to this post with an order reference number e.g. T12345678 or W1234567 or an email reference number that we will have sent to you in response to any emails you may have sent us. The email reference number will look something like this: TM1234567X.
(As soon as I have these details I will look into your account for you).
Alternatively, you may private message me (at the weekends) via our T&M Facebook page, which can be found here:
Richard ----------------------------------------------------
In addition to me offering my personal help, we have a dedicated Customer Care Social Media team here (which I'm part of) who's responsibility it is to ensure we respond in a timely manner to your queries posted on forums such as these.
The Social Media team work seven days per week, so in theory, the longest you should have to wait for a response is approximately 24 hrs.
Genuinely, we're here to help - please talk to us. Please let us know where we're failing, where we're letting you down, where we're not meeting up to our promises - it's the fastest way for us to serve you better.
I am so pleased I found this site as I thought it was only me that was disappointed with Thompson and Morgan. I often send for plug plants, and a few years ago ordered some plants, all supposed to be a different colour. When it was time for them to flower they were all white. I grow my plants from seed and have always purchased them from T&M. Recently in a garden centre, I looked at other growers seeds and found that there were more in the packet and they did not cost me as much.
I'm very sorry that your plug plants turned out to be all white rather than a mix of colours. This was probably due to a collation error when the plants were chosen in the nursery. Did we replace your plugs or offer a full refund? This would have been our standard response to a problem such as yours and I hope that you contacted us about it.
If you would like to respond to this post with an order reference number e.g. T12345678 or W1234567 or an email reference number that we will have sent to you in response to any emails you have sent us then I will look at your account for you and respond to your query directly. (The email reference number will look something like this: TM1234567X.)
Or call our Customer Care Hotline on 0333 400 0033 with the details of the problems you’ve experienced with our seeds and one of our agents will be more than happy to look into this further for you.
I do hope that you’ll give me the opportunity to help you further and try to resolve the issues you’ve experienced in the past.
We purchased (as a gift) the tower plot kit and winter clematis.
The pots were broken on arrival (the packaging was intact so must have been broken before they were packed), instead of the gun-metal colour on the photo, they were a gaudy gold random splash pattern. Far from "sturdy" (their words) they were flimsy plastic, with the molding sprue still attached. It cost £10 to return them. The Clematis was due for shipment by end of September, this has changed to end October, and they now tell me they can only supply one of the two we have ordered and paid for. In trying to sort this out they advised me to contact customer services, when I did they just quoted their terms of sale - in other words “Go away we are not interested”. Shocking service, appalling goods, I will NEVER deal with these people again.
I'm copying my post from the other thread Plant Pauper kindly guided katherinclyde to.
Naturally, the same offer stands here. If there are any outstanding issues, I'll do whatever I can to help you (after all, I too am a consumer - I know how frustrating the process can be at times) - here's the original post I wrote:
---------------------------------------------------- Good morning everyone,
Richard here from the Customer Care Team at Thompson & Morgan.
If there are any outstanding issues that need attending to, I'll be more than happy to help.
You're very welcome to call the Customer Care Hotline on 0333 400 0033 - if you would like to ask for me, I'll be happy to personally take care of you. I work both weekend days from 9am - 6pm.
Alternatively, you may respond to this post with an order reference number e.g. T12345678 or W1234567 or an email reference number that we will have sent to you in response to any emails you may have sent us. The email reference number will look something like this: TM1234567X.
(As soon as I have these details I will look into your account for you).
Alternatively, you may private message me (at the weekends) via our T&M Facebook page, which can be found here:
Richard ----------------------------------------------------
In addition to me offering my personal help, we have a dedicated Customer Care Social Media team here (which I'm part of) who's responsibility it is to ensure we respond in a timely manner to your queries posted on forums such as these.
The Social Media team work seven days per week, so in theory, the longest you should have to wait for a response is approximately 24 hrs.
Genuinely, we're here to help - please talk to us. Please let us know where we're failing, where we're letting you down, where we're not meeting up to our promises - it's the fastest way for us to serve you better.
Hazel - can I help? I'd like to look into this for you (unfortunately, my feeling is that the revised despatch date is accurate). Usually this happens because our growers have advised us that your plants are not progressing at the rate they'd initially expected (in almost all cases due to prolonged adverse weather conditions). I appreciate that this is not the ideal outcome.
If you would like me to take a look, please do get in touch via any of the means in Pete8's post above.
Posts
Another who has had bad customer service from Thompson & Morgan. I ordered 3 lots of bedding plants, one pot plant, seeds and perennials, 1st may all of which were to be delivered by end may except one end of June. No communication, not able to check order online as wasnt visible, 2 emails unanswered, long waits on customer services number. Eventually got through to discover only seeds were going to be delivered by end of may (they should have been sent straight away). Rest were out of stock and only delivered july or August which is pretty pointless for summer bedding / tender perennial.
no apology, no offer of alternative that was in stock, just "we can cancel your order and you can reorder from website" - now will have to pay more to get similar as later in season and less growing time for seeds. Was even told I had left it too late to order even though their website said it was in stock. Not to mention that the seeds had at last been sent despite the order page now saying they were out of stock. Hoped they might be able to sort something out for me, but given their response have to say that I will never order again. Better service from eBay sellers to be honest, and you can check their feedback (unlike T&M where this seemed best place to leave feedback).
on plus side will now have a browse around this forum! (Rant over). Can recommend longacre nurseries, always had fabulous service.
http://www.gardenersworld.com/forum/plants/geraniums-from-thompson-andmorgan/980615.html
Check this out.
Jump to last message.
Last edited: 20 May 2016 14:41:28
Thanks PP, will head over to that thread.
Hello everyone,
I'm copying my post from the other thread Plant Pauper kindly guided katherinclyde to.
Naturally, the same offer stands here. If there are any outstanding issues, I'll do whatever I can to help you (after all, I too am a consumer - I know how frustrating the process can be at times) - here's the original post I wrote:
----------------------------------------------------
Good morning everyone,
Richard here from the Customer Care Team at Thompson & Morgan.
If there are any outstanding issues that need attending to, I'll be more than happy to help.
You're very welcome to call the Customer Care Hotline on 0333 400 0033 - if you would like to ask for me, I'll be happy to personally take care of you. I work both weekend days from 9am - 6pm.
Alternatively, you may respond to this post with an order reference number e.g. T12345678 or W1234567 or an email reference number that we will have sent to you in response to any emails you may have sent us. The email reference number will look something like this: TM1234567X.
(As soon as I have these details I will look into your account for you).
Alternatively, you may private message me (at the weekends) via our T&M Facebook page, which can be found here:
https://www.facebook.com/thompsonmorgan/
I will look forward to hearing from you!
Best regards,
Richard
----------------------------------------------------
In addition to me offering my personal help, we have a dedicated Customer Care Social Media team here (which I'm part of) who's responsibility it is to ensure we respond in a timely manner to your queries posted on forums such as these.
The Social Media team work seven days per week, so in theory, the longest you should have to wait for a response is approximately 24 hrs.
Genuinely, we're here to help - please talk to us. Please let us know where we're failing, where we're letting you down, where we're not meeting up to our promises - it's the fastest way for us to serve you better.
My best,
Richard
I am so pleased I found this site as I thought it was only me that was disappointed with Thompson and Morgan. I often send for plug plants, and a few years ago ordered some plants, all supposed to be a different colour. When it was time for them to flower they were all white. I grow my plants from seed and have always purchased them from T&M. Recently in a garden centre, I looked at other growers seeds and found that there were more in the packet and they did not cost me as much.
Hi Elaine,
Thank you very much for your post.
I'm very sorry that your plug plants turned out to be all white rather than a mix of colours. This was probably due to a collation error when the plants were chosen in the nursery. Did we replace your plugs or offer a full refund? This would have been our standard response to a problem such as yours and I hope that you contacted us about it.
If you would like to respond to this post with an order reference number e.g. T12345678 or W1234567 or an email reference number that we will have sent to you in response to any emails you have sent us then I will look at your account for you and respond to your query directly. (The email reference number will look something like this: TM1234567X.)
Alternatively, then please private message me via our T&M Facebook page: https://www.facebook.com/thompsonmorgan/
Or call our Customer Care Hotline on 0333 400 0033 with the details of the problems you’ve experienced with our seeds and one of our agents will be more than happy to look into this further for you.
I do hope that you’ll give me the opportunity to help you further and try to resolve the issues you’ve experienced in the past.
Kind regards,
Anne
We purchased (as a gift) the tower plot kit and winter clematis.
The pots were broken on arrival (the packaging was intact so must have been broken before they were packed), instead of the gun-metal colour on the photo, they were a gaudy gold random splash pattern. Far from "sturdy" (their words) they were flimsy plastic, with the molding sprue still attached. It cost £10 to return them. The Clematis was due for shipment by end of September, this has changed to end October, and they now tell me they can only supply one of the two we have ordered and paid for. In trying to sort this out they advised me to contact customer services, when I did they just quoted their terms of sale - in other words “Go away we are not interested”. Shocking service, appalling goods, I will NEVER deal with these people again.
oh dear I have ordered some bareroot trees they are now supposed to come in November I hope they arrive as it will be too late to order more
You could try contacting Richard at T&M to see if he can help.
Shocking service though and you're quite right to be angry.
Billericay - Essex
Knowledge is knowing that a tomato is a fruit.
Wisdom is not putting it in a fruit salad.
Thanks Pete8,
Hazel - can I help? I'd like to look into this for you (unfortunately, my feeling is that the revised despatch date is accurate). Usually this happens because our growers have advised us that your plants are not progressing at the rate they'd initially expected (in almost all cases due to prolonged adverse weather conditions). I appreciate that this is not the ideal outcome.
If you would like me to take a look, please do get in touch via any of the means in Pete8's post above.
I'll be very happy to help if I can.
Best regards,
Richard