The logical solution to insufficient customer care staff to service the queries, is to improve the quality of goods supplied - there will then be fewer complaints/queries, and the customer care staff will be adequate.
Gardening in Central Norfolk on improved gritty moraine over chalk ... free-draining.
Hi every one. Sorry to hear you have problems with T&M I have been with them for over 20 years and the only problem I have had is products not arriving. Lost in post or my post men have fancied their luck at 'lucky dip plants'. Never had no problems reporting this and have had replacement sent each time. Sorry Guys.
Last week I emailed Unwins because the seed packet I opened and sowed only had 16 seeds instead of the stated average 50. I had a prompt answer and we have exchanged correspondence and within a week I have Garden Vouchers for three pounds and a free packet of seed.
I will use Unwins seeds again. Incidentally all 16 of the seeds germinated.
PS. I never use T&M if I can help it. They seem to be their own worst enemy.
I can understand your frustration and appreciate the further inconvenience you have encountered by not being able to get in touch with our Customer Care team.
I will ensure that all comments raised will be passed directly onto my line manager to ensure these issues are addressed.
Once again, I deeply apologise for the disappointment experienced and that we were unable to resolve the issues raised sooner.
Hello T&M, still not good enough, until at least your line manager comes on here and gives us practical solutions to our complaints and problems. No more apologies please ... just solutions.
appalling customer service , lack of response other than initial 'be in touch' despite 9 subsequent emails - no common courtesy
Did you try phoning first instead of emailing so many times? Sending lots of emails is hardly going to help their turnaround if you think about it.
poor % plant/ plug quality -survival rate
Did you look after them properly? I only complain when I know it is entirely my fault.
delivery despatch 4 days in transit
That is not their fault, that is Royal Mail or Courier, not T&M's.
didn't acknowledge GW magazine discount and won't refund on query
Did you apply the GW code at ordering? You need to check that as after you have paid you have agreed to pay that amount, your stupidity is your own fault.
A strong case for not using on line stores to purchase unseen plants.
At least in a garden centre you can see and then decide whether to buy.Mind you have seen customers at the check buying plants fit only for the compost heap , so suppose they would be quite happy to receive costly rubbish through the post.
I suppose I am just lazy and also like on line shopping so will shut up and see what happens .
Posts
The logical solution to insufficient customer care staff to service the queries, is to improve the quality of goods supplied - there will then be fewer complaints/queries, and the customer care staff will be adequate.
Gardening in Central Norfolk on improved gritty moraine over chalk ... free-draining.
Hi every one. Sorry to hear you have problems with T&M I have been with them for over 20 years and the only problem I have had is products not arriving. Lost in post or my post men have fancied their luck at 'lucky dip plants'. Never had no problems reporting this and have had replacement sent each time. Sorry Guys.
Last week I emailed Unwins because the seed packet I opened and sowed only had 16 seeds instead of the stated average 50. I had a prompt answer and we have exchanged correspondence and within a week I have Garden Vouchers for three pounds and a free packet of seed.
I will use Unwins seeds again. Incidentally all 16 of the seeds germinated.
PS. I never use T&M if I can help it. They seem to be their own worst enemy.
Thank you for your replies.
I can understand your frustration and appreciate the further inconvenience you have encountered by not being able to get in touch with our Customer Care team.
I will ensure that all comments raised will be passed directly onto my line manager to ensure these issues are addressed.
Once again, I deeply apologise for the disappointment experienced and that we were unable to resolve the issues raised sooner.
Kind regards
Natalie.
Hello T&M, still not good enough, until at least your line manager comes on here and gives us practical solutions to our complaints and problems. No more apologies please ... just solutions.
Some questions:
appalling customer service , lack of response other than initial 'be in touch' despite 9 subsequent emails - no common courtesy
Did you try phoning first instead of emailing so many times? Sending lots of emails is hardly going to help their turnaround if you think about it.
poor % plant/ plug quality -survival rate
Did you look after them properly? I only complain when I know it is entirely my fault.
delivery despatch 4 days in transit
That is not their fault, that is Royal Mail or Courier, not T&M's.
didn't acknowledge GW magazine discount and won't refund on query
Did you apply the GW code at ordering? You need to check that as after you have paid you have agreed to pay that amount, your stupidity is your own fault.
"no point making a case for T & M if the fault is their's. People don't generally make up stories about them..........."
It is not so much people making up stories as people blanket blaming others when there are multiple issues and multiple responsibilities.
A strong case for not using on line stores to purchase unseen plants.
At least in a garden centre you can see and then decide whether to buy.Mind you have seen customers at the check buying plants fit only for the compost heap , so suppose they would be quite happy to receive costly rubbish through the post.
I suppose I am just lazy and also like on line shopping so will shut up and see what happens .