Non Support of Poor Companies
macks-boy
Posts: 6
I have always believed that ANY company can make a mistake, we are "all" human.
I Believe the way it is Rectified is the way to judge that same Company.
I have now Stopped using Thompson and Morgan due to their totall lack of responce to a problem with an order that I placed with them.
I had orderd a tray of "Plugs" which when they arrived were almost all dead.!
I wrote to Thompson and Morgan with "No Responce"
I telephoned them and was told the plants would be replaced, nothing arrived.
I telephoned again, got a "Very Rude" lady, eventually I put the phone down.
I then sent an e.mail, every day for 56 days with not one reply.....
But I did receive a "Replacement Pack" 2 months later with no letter or any kind of communication.
Obviously this was far too late for my planed layout.
A large number of my Allotment Buddies feel the same about Thompson and Morgan due to their own idividual problems.
Posts
They are only human-but I find the way to approach these companies is to calm down and use a light heated measured approach
You wrote-should have phoned straight away
Then you slam the phone down-dont forget that is a real person you spoke to-not a machine she was trying to help- you got angry
Then to send an -e-mail every day-bound to be ignored after day 4
Not saying you are wrong to complain- but there are different ways-more gentle ways
Probably not what you were wanting to hear
macks-boy Yes it would be good but no doubt some people are happy with Thompson & Morgan like any company you get good and bad products and in flowers it must be hard because of the weather & delivery.However there is NO excuse for lack of customer care and after sales in any company it would be good to have a board where members can post just like this add company name.
Example Positive Negitive
B&Q Homebase
Like anything people are swift to point out bad service-but slow to praise good or if it come up to standard
So will get a load who will say this company didn't do this or that-well others are quite happy but cannot be bothered to say or argue
Dont buy much from T&M myself-but they are a market leader -did not get to that stage by selling constant rubbish
As always you get what you pay for
I had ordered 2 lots of Lilies fron Van Meuwen and a collection of Lilies fron Thompson and Morgan. They are the same company by he way.
3packages arrived on the same day -each with a substitution voucher for ??5.00 and 20 ChinaGirl Lily bulbs instead of the ones I had ordered. I really didn't want 60 Lilies of the same variety so phoned Thompson and Morgan and said how disappointed I was. The outcome was that I was sent a different collection of Lily bulbs,I could keep the China Girl lilies and the 3 ??5.00 vouchers and they also gave me a complete refund. I would say this is good customer service when something has gone wrong.
I buy lots of plants through mail order and on the rare occasion when I have needed to complain I have always been happy with the way my complaints have been dealt with.
Pam LL x
Think you must have used the key word lilylouise - 'disapointed'. Someone on a differnet thread said they always get a better response/more positive outcome when making a complaint by using the word 'disappointed'. Probably also helps to be calm and polite as Sotongeoff says. A degree of patience is also required as these large companies are dealing with huge numbers of customers and in these days of cut back probs don't have sufficient staff to deal. Just an opionion.
Reply to SOTONGEOFF.!
To start with:-
I HAVE NEVER BEEN IMPOLITE TO ANY PERSON WHEN ATTEMPTING TO SORT A PROBLEM...!!!
As having been in the retail trade most of my life, I know how it can feel being accused of something that you are NOT in control of.
I have ordered many products from different companies, there have been good and bad things happen, but usually after a letter or telephone call, the problems is solved.
Not with Thompson and Morgan, the lady who I spoke with was Downright Rude from the word go.
Also I did not slam the telephone down on her, I told her as she was being so rude I was going to end my call.
As for not writing or sending emails. What are these services to be used for...???
Have you tried anger management services?
Calm down dear-and stop shouting
LorraineP
"Disapointed" was in my first letter to Thompson and Morgan, I actually started by saying: "I'm Sorry to Report"...
I have tried to copy and paste my original letter to them onto here but am unable.
As for "Patience"
I believe that waiting for 4 months before getting the plugs I had ordered which were then of no use to me is more than Patient...!!!