Thank you for your post.I'm sorry that you ran in to so many issues with this order. Looking into this I can see that our systems halted your order for approximately 18 days. This I think was because of one item being out of stock - unfortunately this held your entire order up for this time. When your order did finally enter our system, the despatch dates for many of the items you ordered had changed (hence the difference in despatch dates between those advised on your order acknowledgement email and those advised by the Customer Care Agent you spoke to).
I appreciate that this has not been a smooth experience for you. I'm sorry for that. We're committed to providing the best quality service we can. Your recent experience clearly doesn't reflect our level of commitment.
I have escalated your enquiry to the management team here to look into. 18/19 days is far too long for an entire order to be held in our system. (However, I do have say to say that this is the first order of this kind that I have heard of in over two years of being with T&M).
I have also arranged to send you two complimentary Gardenia Kleims Hardy as a way of saying sorry for any inconvenience we may have caused you. (They will despatch by the end of August this year - if you would prefer not to receive them, please just let me know and I will get them cancelled for you).
(I have also left two voicemails with you explaining the above situation - you have my direct line, so please do call if you would like to discuss further).
If there were any other outstanding issues that I can help with, please do get in touch - I'll be more than happy to assist you.
Have copied and pasted this from another thread I posted on today, re. Order no. W6689449
Another who has had bad customer service from Thompson & Morgan. I ordered various things - plug plants, seeds, plants- on 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 it wasnt visible when I put my details in, and together with my basket still cominous up as full on the website, I was worried order hadn't been processed despite confirmation email. 2 emails unanswered except for automatic reply, 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 / plugs. Was even told I had left it too late to order even though their website said it was in stock at the time of ordering. Not to mention that the seeds had at last been sent despite the order page now saying they were out of stock. I would have been very open to an apology and an offer of an appropriate substitute, but frankly I have little faith in ordering again.
I'm sorry that you weren't 100% satisfied with your purchase.
I would like to get those Garden Ready Perennials replaced or refunded for you if I may?
If you're happy to call our Customer Care Hotline on 0333 400 0033 (9am - 8pm Mon-Fri / 9am - 6pm Sat-Sun) any of my colleagues will happily take care of you. If you prefer, you may call on either weekend day and ask for me - I'll be happy to personally take care of you.
I've not had awful experiences but last week received 9 free 'garden ready' perennials...hmmm...not ready for any garden I would say, ok, my march sown delphiniums are way ahead of what I received, one geranium looks dead and the poppies aren't looking too well either.. I received them 7 days after the 'packaged on' date, so they obviously had suffered by being stuck in the post for that long,( how can it take a full week to get plants?) luckily I had time to water and pot them that day, my problem is I'm such a techno idiot I'll never manage/get round to taking photos ( same as of the very orangey 'pink' tulips I've had from Parkers, I really need to brush up my technology
Hi Richard thankyou for replying, I will call, I know only postage was paid but from T&M did expect better, though tomorrow will have 5 year old off school sick, builders (hopefully) finishing roof and tumble dryer repairmen coming so may well be in a couple of days
thankyou for your message - I got your voicemails this evening, having been out of mobile reception this afternoon. It is good to understand what went wrong- I appreciate you looking into it and hopefully avoiding it happening again. Many thanks for the gardenias Which I will look forward to receiving later in the year.
Just thought I'd add a comment, I emailed T&M FAO Richard, 2 weeks ago.... heard NOTHING mentioned that of my 15 free lily bulbs 7 have grown, so around 50% success rate, I asked that just what was obviously not going to grow ( 2 delphiniums and a poppy and a few lilies ) they replace them,I'm not trying to scrounge loads of free plants, I also aked where our blackberry plant is that was supposed to arrive in May... still nothing, so then, rubbish plants USELESS customer service, am quite shocked and I'd be surprised if I ever order from them again
I'm sorry that I wasn't here last weekend to see your post (I only work weekends).
May I ask you to reply to this post with either an order reference number or an email reference number if you have one. As soon as I have these details either myself or one of my colleagues will be able to look into it for you and phone you to discuss, if that's OK?
(If you're responding today, you may like to call our Customer Care Hotline on 0333 400 0033 and specifically ask for me. One of my colleagues will take your number and I'll happily call you back).
I've flagged your message now for the Social Media Team here - somehow we missed it during this last week. I'm sorry about that.
So, when it's convenient for you, please do come back to us and we will endeavour to correct our mistakes.
This is how my fushia berry, perennial collection (3 poppies, 3 delphiniums and three something else geranium? ) arrived (I don't have photos of the other things). In need of some TLC but okay. All of my T&M plug plants have needed potting on and fussing for around 1 - 2 months before being deemed mature enough to cope.
Once planted out the petunias have really taken off.
You've not been here long have you? There are entire threadsdevoted to T&M
.
Totally agree anyone who buys plants from them deserves what they get!
AND it is no use saying they replace any plants not up to standard ,
I for one would just like the plants sent out to be of an acceptable standard in the first place!
I personally hate having to complain when it is their incompetence in sending out rubbish that is only fit for the compost bin!
Ps, Don't even consider ordering Anemone Wild Swan from them, I did so when it first came out, after waiting from one year till the next, 5 miserable little plugs with dead brown roots arrived, naturally they died! I reported and they replaced with the same type of plugs which also failed to grow!
Gave up and put it down to experience and am also wiser, I think!
We have a wonderful forum on here before some lot of ?????????? decides to change things and now posting on the forum is a total shambles, that is if you can find what post you are looking for!
Posts
mine not looking much better yet...
Hi Richard thankyou for replying, I will call, I know only postage was paid but from T&M did expect better, though tomorrow will have 5 year old off school sick, builders (hopefully) finishing roof and tumble dryer repairmen coming so may well be in a couple of days
Hi Richard
thankyou for your message - I got your voicemails this evening, having been out of mobile reception this afternoon. It is good to understand what went wrong- I appreciate you looking into it and hopefully avoiding it happening again. Many thanks for the gardenias Which I will look forward to receiving later in the year.
Just thought I'd add a comment, I emailed T&M FAO Richard, 2 weeks ago.... heard NOTHING mentioned that of my 15 free lily bulbs 7 have grown, so around 50% success rate, I asked that just what was obviously not going to grow ( 2 delphiniums and a poppy and a few lilies ) they replace them,I'm not trying to scrounge loads of free plants, I also aked where our blackberry plant is that was supposed to arrive in May... still nothing, so then, rubbish plants USELESS customer service, am quite shocked and I'd be surprised if I ever order from them again
Hi rosemummy,
Thank you for taking the time to post.
I'm sorry that I wasn't here last weekend to see your post (I only work weekends).
May I ask you to reply to this post with either an order reference number or an email reference number if you have one. As soon as I have these details either myself or one of my colleagues will be able to look into it for you and phone you to discuss, if that's OK?
(If you're responding today, you may like to call our Customer Care Hotline on 0333 400 0033 and specifically ask for me. One of my colleagues will take your number and I'll happily call you back).
I've flagged your message now for the Social Media Team here - somehow we missed it during this last week. I'm sorry about that.
So, when it's convenient for you, please do come back to us and we will endeavour to correct our mistakes.
My best regards,
Richard
This is how my fushia berry, perennial collection (3 poppies, 3 delphiniums and three something else geranium? ) arrived (I don't have photos of the other things). In need of some TLC but okay. All of my T&M plug plants have needed potting on and fussing for around 1 - 2 months before being deemed mature enough to cope.
Once planted out the petunias have really taken off.
I have just seen my reply to a post about T&M,
We have a wonderful forum on here before some lot of ?????????? decides to change things and now posting on the forum is a total shambles, that is if you can find what post you are looking for!
JImmmy
Last edited: 19 June 2016 15:48:13