I would also complain via Facebook. From experience with another company and getting nowhere, you will find that social media accounts are monitored very closely by companies and they do tend to respond quickly as they hate negative feedback being in the public domain.
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
Reality is a bit different! MDs rarely have the time or the knowledge to answer complaints so it's normally left to someone in the company's customer relations team to deal with. I regularly see letters/emails sent to my MD from customers and MPs.
If the MD's on Twitter, SandyT, maybe try contacting them directly there?
I'm sorry to hear that you have been unhappy with your recent order and that you have not been able to get in touch with our Customer Service team. I do hope by now your query has been resolved but if you have still not received a reply, please provide me with your email reference (which should look like this TM123456X) and I will be happy to look into this for you.
I was about to buy plants from T&M a couple of years ago and then I saw some really poor reviews / complaints about them on the forum - so I shopped elsewhere.
A few weeks later we had a talk from somebody at T&M (very nice guy) and he brought along a selection of plants for people to buy (looked fine).
He also supplied a couple of plants for the club raffle and I won a prize.
I selected a bare root hardy geranium - clearly labelled as 'Patricia' - a particular favourite.
Planted it in a prominent spot. I'm not sure what it is - but it most definitely isn't 'Patricia' - looks like boring old Endressii 'Wargrave Pink' or a close relative. Thought about complaining but it seemed a bit petty as it was essentially a freebie.
Product was obviously mislabelled - this gives me absolutely no confidence to order from this company in the future - so I won't.
Last edited: 04 May 2017 16:11:20
Heaven is ... sitting in the garden with a G&T and a cat while watching the sun go down
Don't be seduced by the anodyne "reply" from T & M: it is quite standard to say that they are there to help resolve the problem(s). What they actually want is for you to get off the public platform and to communicate with them privately and directly. And then you will find you have gone round full circle until your frustration/temper gets the better (or worse) of you. Keep plugging away. Keep it public. Name, shame and be damned (to paraphrase a certain quote!).
Having a nightmare with Thompson and their sister company Van Meuwen keep getting dead plants despite trying to cancel my orders, last one was a bag of soil with a few mouldy roots in labelled lupin noble maiden cost £8! Have been emailing for weeks, phoned twice and no joy but I won't give up
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I would also complain via Facebook. From experience with another company and getting nowhere, you will find that social media accounts are monitored very closely by companies and they do tend to respond quickly as they hate negative feedback being in the public domain.
If you are a Which magazine subscriber, do mention it as well. I find that it helps.
I was having problems with craphonewhorehouse and the mention of which legal had a magical effect.
I read that as 'crap phone whore house' whatever's that?
A company with a long name that sells phones, Lyn
Reality is a bit different! MDs rarely have the time or the knowledge to answer complaints so it's normally left to someone in the company's customer relations team to deal with. I regularly see letters/emails sent to my MD from customers and MPs.
If the MD's on Twitter, SandyT, maybe try contacting them directly there?
Hi SandT
I'm sorry to hear that you have been unhappy with your recent order and that you have not been able to get in touch with our Customer Service team. I do hope by now your query has been resolved but if you have still not received a reply, please provide me with your email reference (which should look like this TM123456X) and I will be happy to look into this for you.
Kind regards
Natalie.
I was about to buy plants from T&M a couple of years ago and then I saw some really poor reviews / complaints about them on the forum - so I shopped elsewhere.
A few weeks later we had a talk from somebody at T&M (very nice guy) and he brought along a selection of plants for people to buy (looked fine).
He also supplied a couple of plants for the club raffle and I won a prize.
I selected a bare root hardy geranium - clearly labelled as 'Patricia' - a particular favourite.
Planted it in a prominent spot. I'm not sure what it is - but it most definitely isn't 'Patricia' - looks like boring old Endressii 'Wargrave Pink' or a close relative. Thought about complaining but it seemed a bit petty as it was essentially a freebie.
Product was obviously mislabelled - this gives me absolutely no confidence to order from this company in the future - so I won't.
Last edited: 04 May 2017 16:11:20
Don't be seduced by the anodyne "reply" from T & M: it is quite standard to say that they are there to help resolve the problem(s). What they actually want is for you to get off the public platform and to communicate with them privately and directly. And then you will find you have gone round full circle until your frustration/temper gets the better (or worse) of you. Keep plugging away. Keep it public. Name, shame and be damned (to paraphrase a certain quote!).
Having a nightmare with Thompson and their sister company Van Meuwen keep getting dead plants despite trying to cancel my orders, last one was a bag of soil with a few mouldy roots in labelled lupin noble maiden cost £8! Have been emailing for weeks, phoned twice and no joy but I won't give up