This Forum will close on Wednesday 27 March, 2024. Please refer to the announcement on the Discussions page for further detail.
Thompson Morgan - dead plants, dead customer service
SandT
Posts: 70
I'm having a really terrible experience with Thompson Morgan. I bought £90 of plants which were dead on arrival. I emailed them politely, with photos, and wrongly assumed it would be dealt with soon and with care.
Three weeks later I'm fuming. I've sent four emails now and never had a response. Also g daily false promises from whoever handles their Twitter. They just do not reply.
never had this trouble with Crocus, but I can now see from previous posts on here that Thompson Morgan = abysmal attitude toward customers. Any advice?
Last edited: 28 April 2017 14:30:12
0
Posts
You need to talk to someone on the phone. I'd never buy from them anymore. A lot of people are the same.
Eek, not just me then.
i did speak to someone a week ago, who (rudely) promksed a refund. Still waiting.
I'd get back to them.
That's my issue. I've sent four emails and none have been replied to. I'm always courteous and even show the dates of my previous emails.
I can't understand why they have a decent score on Trustpilot when elsewhere, there's frequent evidence of miserable customers. Much happier to go to Crocus or the local garden centre in future.
Last edited: 28 April 2017 15:45:51
Have you phoned them? What sort of plants are they.? You should phone them with all the details and don't be too courteous.
Last edited: 28 April 2017 16:07:14
Name and shame them on Facebook. I did that with Argos over another long-standing problem. Trust me - these companies don't like public complaints!
I agree.
Write a letter to the managing director. Talking to a minion on the phone never works in such cases.
Explain the problem clearly and politely and give them week or 7 working days if you prefer to respond and fix the problem with decent plants or a refund. Tell him or her that if you are not satisfied with the response you will go public on Facebook, Twitter, Instagram and all the rest as well as the GW forum.
Don't believe customer review sites. Companies often add their own positive reviews to them.
I notice that T&M has been bought by another company. Can't remember the name but something to do with daily telegraph.
Maybe they'll do a better job.
Theoretically, Obelixx, the MD or CEO of a company ought to respond to a complaint. Three letters to the CEO of Argos produced absolutely nothing. Zero response. Hence Facebook as a recommendation. And given the track record of T & M on this board, I would hazard a guess that their top exec would be as reluctant to respond as Argos.
There is no such thing as Customer Service worthy of the name in so many large organisations - simply serried ranks of people on telephones in front of computer screens, who have variable IT skills and/or concerns about the customer.
(Sorry - rant over!)