“Ordered my two trees beginning of April and this was my second purchase from ornamental trees. There were a few issues with stock so I had to wait a little longer for delivery. Ornamental trees are a little slow replying to e mails so if you are impatient like myself, this could be a slight problem. Eventually they did phone and a very polite Andrea informed me that they would be sending the trees out as soon as possible as there had been a problem with their stock. My trees arrived today and I have to say they are extremely healthy looking and I’m very pleased with their size . The delivery guy was extremely polite and handled my trees with care. I would have no hesitation in recommending Ornamental trees to anyone in future.”
“I've been trying to get a refund from ornamental trees without any success they don't answer the phone or reply to emails very poor customer service would not use again”
“Tree was dispatched in a cardboard box and left with couriers for almost 5 days unwatered and no sunlight.
It arrived barely alive.
Emailed several times to complain but no response.
Will never buy from this company again.
My advice would be go directly to a garden centre that knows what they are doing. Total rip off. They clearly have no pride in what they are selling and have no interest if you are not happy. Disgraceful.”
“I ordered seven plants, four of them had longest 2-4 week dispatch date so I placed an order 5 weeks before I had a week off work just to be on safe side. Fast forward 4 weeks, no plants and no communication to suggest any delay. I phoned a few days later and was told I wouldn't get an update until Monday (it was mid afternoon of Friday). I received an email on Monday saying dispatch would be the following day and I would get a message from courier. The following day nothing heard from Ornamental Trees or Courier. I left it one more day and then phoned, another apology and was told it would be looked into. Next day got a call saying 2 of the plants were unavailable at present (even though they had a shorter lead time at point of order than the others!) and the rest would be sent asap. Asked for a refund on the two that weren't available and waited.
The 5 available Plants arrived on Monday, nearly 6 weeks after original order and they were in a very poor state. Two of them were in smaller pot sizes than advertised, weeds growing out of potting compost, leaves half eaten with brown spots underneath and heavily packaged in plastic - parcel tape and bin bags (I'm no zealot regards this but really no need for it nowadays).
I emailed photos of the plants, said I wasn't happy and wanted to send them back, heard nothing back for two days and then had to call again to be told it would be looked at first thing the next morning. Got a call 2 days later asking what I would like to happen, no offer of a solution or resolution. Plants are now getting returned and I am never using ornamental trees again. One of the ones that was in too small a pot and also not great condition, I said I would keep because it was larger and would be more tricky to package up but for a 50% discount (£15). No, can't do that much I was told.
Very poor customer service - if an order is going to be delayed, you should be told - people make plans, this should be a given. If you say you will get back to someone at a certain day/time then this should be done, another given. Refunds should be processed in a timely manner without having to be chased up by the customer. And, most importantly, if you are going to mess someone about like that then surely you should make sure that when the product is received it is at least in very good condition!
On a side note, I have ordered from Ornamental Trees multiple times in the past and not experienced these issues so not sure what has happened but it has now put me off ever using them in the future. Buyer beware.
PS - I have email chain, call logs and photos if this review is in any way disputed and I am happy to provide them if anyone requests.”
“I ordered two types of Betula trees for a new bed in my mature garden. One of the trees looks diseased and doesn’t have a white bark which was the reason for my purchase. They told me I would have to wait another 2-3 years before the bark goes white and have not responded to my complaint about the disease- leaves have holes in the leaves - obviously being eaten by some bug nor have they informed me how I can send the tree back- worst £80 I’ve spent on a tree, I would not recommend this company. Also site will not upload my photos!”
“I had a very poor experience and would not recommend buying large expensive trees from this company as the methods used to grow them leave them weak, require years of supporting the entire length of the trunk to gain strength. Caning the entire length of the tree for more than 5 years is required which is what I was advised when my tree broke in half in a breeze, which happened after I removed the cane at 18 months.
Because they grew this tree on a cane for years, it never developed the strength in the trunk required to support its crown. Trees need to bend and move to develop strength. Worst of all they blame the customer when the tree breaks. No refund, their guarantee is worthless!”
