I placed an order for all season raspberries on 21st Feb to arrive by end of March.
On the 25th March I received a despatch notice saying to allow 4 days and there is still no sign of them.
No raspberries and no notice through the door.
I sent an email yesterday and expected a response by today. Taking money well in advance in good faith and then not fulfilling the obligation should be high up on the priority list I'd have thought.
Try to get your attention on here as no joy on your customer service
Been doing many orders of your site seeds are a good price , good germination rate , but your customer service is absolutely rubbish been email your customer service and not getting anywhere REF TM1623241X
For the sake of balance, I feel obliged to highlight that I have used T&M 6 times this year and on each occasion have had good service. Prior to that I have had one bad, wilted set of plugs but was provided with a better set quite promptly. Sending plants through the mail is bound to be fraught with potential difficulties and damage is one of these. I don't mind getting the odd bad plant every now and then so long as its relatively easy to get a replacement and as long as the ratio of good to bad orders is very much weighted towards the former.
Just received 36 dried out plugs but not surprising really when they were suposedly posted on the 6th April. Still no rely from customer service. This is the second time I have had problems recently after relatively good service in the past.
Don't think I will be using again especially as I have read that they have been taken over by BVG who have no gardening who have no plant background.
Foolishly I went and order a big bunch of plants from T&M trusting their false advertising and now am extremely disappointed with the service and the plants. I work a lot and don't have a car so for me, it looked like an ideal service as I can't easily visit an actual garden centre.
"Garden ready" is BS! They send you miniature half dead plants that look as if they were stolen from your neighbour's house and no surprise in that since they have been in the MAIL for days. Who the h*** sends live flowers by mail?! They say "don't worry, just water them and they'll be fine" yeah in like three years maybe if they don't die before that.
I was willing to pay the extra price as I thought that the plants would be nice, big and ready to bloom when they arrived (my idea of garden ready) and instead found myself with a bunch of green weed-like plants nowhere close to what I imagined. Might as well bought everything from Poundland at least I wouldn't have spent so much money!
Also, for the SECOND TIME I received a substituted item that I DIDN'T AGREE ON with a stupid voucher and an apology note that might as well been written on toilet paper for what it was worth. It was a piece of paper torn out from an A4 and photocopied so many times that the writing was bearly visible.
Delivery: If you buy more than one plant/item you will most likely get each one delivered separately. So, if like me you work all day that is just a big problem. Also, T&M was trying to joke with me saying it delivered 70 litres of soil and left it on my front porch at FORTY MINUTES PAST MIDNIGHT. Ah, also I forgot to mention, I DON'T HAVE A FRONT PORCH! My door goes directly on the street so I decided to call customer service and let them know a piece of my mind. After 15 MINUTES hanging on the phone finally, someone picked it up. Fortunately, the lady in customer service was quite friendly (she was new probably!) and as me, she was perplexed by the odd "night delivery". With some luck, I finally was "resend" the soil and got it delivered not at night.
Another fun fact: I bought from T&M a "large plant" -that no, it's nothing close to being big- of Lavanda for £14.99. Got half dried thing with not even the shadow of a bloom. Accidentally I ended up at Morrisons and found a Lavanda pot called small that is the exact same size as the "large pot" for the beauty of five - FIVE QUID- with beautiful green leaves and in full bloom. FIVE QUID!
Moral of the story: DON'T BUY AT THOMPSON & MORGAN go to Sainsbury's, Morrisons and Poundland and get a better deal if you don't have any garden centre close to you!
I have used T&M for very many years, dozens of years and am very disappointed at the lack of response from customer services. No response to e mails and no-one answers the phone. I am waiting for gloves, since 17th april. T13803859
What is the point of a glossy catalogue if the backup is very lacking. I want the gloves or a refund but stop hanging onto my money. Phone calls are adding up to a lot of money but social media is free, thank goodness
It seems atypical with most of the posts on this forum that it seems t/m are pretty atrocious at proper customer service for their customers.
I have recently made an order for 4 filled hanging baskets that I expected to be delivered within a reasonable time frame-but they still have'nt been delivered.
I just hope that if and when they do arrive that I can hang them out and there are no issues.
From what i have read on this forum it seems I might have to expect the worst scenario and be disappointed.
I have already experienced poor customer service by the very fact that t/m have not responded to any of my emails about extended delivery times.
I will let you all know about the outcome later or even later.
Posts
Hi,
I placed an order for all season raspberries on 21st Feb to arrive by end of March.
On the 25th March I received a despatch notice saying to allow 4 days and there is still no sign of them.
No raspberries and no notice through the door.
I sent an email yesterday and expected a response by today. Taking money well in advance in good faith and then not fulfilling the obligation should be high up on the priority list I'd have thought.
Please can you look into it?
Order number:
T13464725/W7223404
To Thompson and Morgan
Try to get your attention on here as no joy on your customer service
Been doing many orders of your site seeds are a good price , good germination rate , but your customer service is absolutely rubbish been email your customer service and not getting anywhere REF TM1623241X
If you could sort it out .
Thompson and Morgan WASTE of time after 2 weeks got email of them telling me what I told them in my email . Absolutely madness .
Hi again, I spoke to someone who offered me a refund or sending a replacement - it hasn't arrived.
It was implied that the original order would turn up but be unfit to plant. They haven't. I'm doubting they were ever sent and I'm being decieved.
They we're bareroot and I'm doubting I could plant them out anyway. Surely there is a reason they don't send out bare roots by April.
Any help? Order number still the same from when you ignored me the first time I posted.
In my experience they just tell you anything if you do get a reply .
For the sake of balance, I feel obliged to highlight that I have used T&M 6 times this year and on each occasion have had good service. Prior to that I have had one bad, wilted set of plugs but was provided with a better set quite promptly. Sending plants through the mail is bound to be fraught with potential difficulties and damage is one of these. I don't mind getting the odd bad plant every now and then so long as its relatively easy to get a replacement and as long as the ratio of good to bad orders is very much weighted towards the former.
Just received 36 dried out plugs but not surprising really when they were suposedly posted on the 6th April. Still no rely from customer service. This is the second time I have had problems recently after relatively good service in the past.
Don't think I will be using again especially as I have read that they have been taken over by BVG who have no gardening who have no plant background.
Foolishly I went and order a big bunch of plants from T&M trusting their false advertising and now am extremely disappointed with the service and the plants. I work a lot and don't have a car so for me, it looked like an ideal service as I can't easily visit an actual garden centre.
"Garden ready" is BS! They send you miniature half dead plants that look as if they were stolen from your neighbour's house and no surprise in that since they have been in the MAIL for days. Who the h*** sends live flowers by mail?! They say "don't worry, just water them and they'll be fine" yeah in like three years maybe if they don't die before that.
I was willing to pay the extra price as I thought that the plants would be nice, big and ready to bloom when they arrived (my idea of garden ready) and instead found myself with a bunch of green weed-like plants nowhere close to what I imagined. Might as well bought everything from Poundland at least I wouldn't have spent so much money!
Also, for the SECOND TIME I received a substituted item that I DIDN'T AGREE ON with a stupid voucher and an apology note that might as well been written on toilet paper for what it was worth. It was a piece of paper torn out from an A4 and photocopied so many times that the writing was bearly visible.
Delivery: If you buy more than one plant/item you will most likely get each one delivered separately. So, if like me you work all day that is just a big problem. Also, T&M was trying to joke with me saying it delivered 70 litres of soil and left it on my front porch at FORTY MINUTES PAST MIDNIGHT. Ah, also I forgot to mention, I DON'T HAVE A FRONT PORCH! My door goes directly on the street so I decided to call customer service and let them know a piece of my mind.
After 15 MINUTES hanging on the phone finally, someone picked it up.
Fortunately, the lady in customer service was quite friendly (she was new probably!) and as me, she was perplexed by the odd "night delivery".
With some luck, I finally was "resend" the soil and got it delivered not at night.
Another fun fact: I bought from T&M a "large plant" -that no, it's nothing close to being big- of Lavanda for £14.99. Got half dried thing with not even the shadow of a bloom. Accidentally I ended up at Morrisons and found a Lavanda pot called small that is the exact same size as the "large pot" for the beauty of five - FIVE QUID- with beautiful green leaves and in full bloom. FIVE QUID!
Moral of the story: DON'T BUY AT THOMPSON & MORGAN go to Sainsbury's, Morrisons and Poundland and get a better deal if you don't have any garden centre close to you!
Last edited: 29 April 2017 12:03:15
I have used T&M for very many years, dozens of years and am very disappointed at the lack of response from customer services. No response to e mails and no-one answers the phone. I am waiting for gloves, since 17th april. T13803859
What is the point of a glossy catalogue if the backup is very lacking. I want the gloves or a refund but stop hanging onto my money. Phone calls are adding up to a lot of money but social media is free, thank goodness
It seems atypical with most of the posts on this forum that it seems t/m are pretty atrocious at proper customer service for their customers.
I have recently made an order for 4 filled hanging baskets that I expected to be delivered within a reasonable time frame-but they still have'nt been delivered.
I just hope that if and when they do arrive that I can hang them out and there are no issues.
From what i have read on this forum it seems I might have to expect the worst scenario and be disappointed.
I have already experienced poor customer service by the very fact that t/m have not responded to any of my emails about extended delivery times.
I will let you all know about the outcome later or even later.