Suttons Reviews

Name: Suttons
Rating: 1.25

1.3 Rating 335 Reviews

5 %

of reviewers recommend Suttons

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1.3

Based on 335 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 14%
Accurate And Undamaged Orders	Greater than 26%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

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Anonymous

Anonymous // 01/01/2019

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“I have shopped with Suttons once or twice before, some years ago, and I obviously seemed to have forgotten that experience. If I'd remembered, I'd not have wasted a further £21.99 on three sempervivum and three supposedly corresponding pots! First off, only one of them could have fit as two of the sempervivum were too big for the pots! One plant was pretty much rotten upon opening the box, but I had hope so planted all three in a bowl together. It was a yukky mulch within days (bearing in mind I simply gave them a teaspoon of water each ONLY) so it's in the bin. It wasn't connected by any roots to the soil it was with, just kind of sat atop!! One other is also partially rotten and the largest portion has been binned, and I am hoping the wee bits of babies might thrive, but I think one definitely won't! As for the third, this one was wayyy too big for the wee 5cm pot supplied. It's not dead yet, and did, and does, look the best of the bunch, but it does have some rotten leaves, which when pulled off are soaking wet! Not by my hand! Anyway, my advice, don't bother... they take your money and dispatch rubbish! I've been successfully propagating and raising indoor plants for somewhere in the region of 40 years, so I am no novice.”

Helpful Report

Posted 1 month ago

“Ordered seeds 4 days ago. Not heard from or had them delivered. Cost £7.99 for a few packets of seeds. Thought they would at least prioritise postage. No communication about delay, no way to contact them about delay. This was part of a gift but the birthday has already passed.”

Helpful Report

Posted 2 months ago

“Ordered 72 perennials which were on offer. Received 24 violas 24 pansies and24 polyanthus.could have sold them pansies which I grow in greenhouse. Explanation being perennials were not up to their standard so a substitute had been sent. However they are still taking orders for full price selection. Feel as though I’ve been conned. Will definitely not use them again and advise my friends likewise”

Helpful Report

Posted 3 months ago

“Why do you keep sending me dead plants ,When i spent over £100 on plants!!!!!!!!”

Helpful Report

Posted 3 months ago

“Ordered 6 Astromerias Plants though they would arrive next couple of days, when I rang them delivery end of July/August Summers probably over by then, They arrived beginning August very poorly packed looked poor, Planted them up 2 have died aready Rubbish Company”

Helpful Report

Posted 4 months ago

“Terrible company, customer service is non existent, duplicate order yet no response to cancelling duplicate despite emailing twice. Website is full of pop ups, delivery of £2.99 for a packet of 10 seeds is a rip off. Will not order from suttons seeds again.”

Helpful Report

Posted 4 months ago

“The beginning of July I ordered 2x2ltr pots (4 plants) of runaway bride Hydrangias, which arrived on 12/7/24. On transferring them into tubs the first three were lovely with good root system, the forth one just fell out of the two litre pot with a handful of compost and a small plant which was still shaped as a one litre plant. I have been in touch to complain to customer services five times, each time they promise a replacement will be dispatched that day, to no avail. I am still waiting. I have never bought plants off the internet before and I most certainly will not be ordering from Suttons again. It’s a pity a I hadn’t read the other reviews from dissatisfied customers before ordering as I would have saved a lot of time and money. Not only did I contact them by phone but also email, just to be ignored. Very disappointed to see a company with such a long background to resort to these sort of tactics.”

Helpful Report

Posted 4 months ago

“I spent £135 on plants. some haven’t even been in stock , Some look dead , How did this small amount come to 135 pounds, I have sent a photo to a garden centre to show them how much i spent for very small amount, My friend works there and i am buying from them as i don’t have enough. I am very upset with Suttons what a total rip off, Catalogue is going in the bin right now !”

Helpful Report

Posted 4 months ago

“I'm in total disbelief and appalled at treatment / lack of respect by Customer Service Team, as they appeared to be trying to wriggle out of refunding money for items cancelled by them. I placed an order (for live plants) at the beginning of May, and most of them were received in separate deliveries throughout May - apart from two items which were overdue. • First overdue item (courgette plants): On 18 June I received an email to say that one of these items had been cancelled (unavailable) and they were refunding me. This refund was received the next day. •∙ Second overdue item (tomato plant): Two days later, I emailed to request an update on the other outstanding item: it was overdue and I had not received any updates. They responded saying it was cancelled (unavailable) and they would refund me. A week later I had not received this refund or had any contact from them so I emailed to request an update. This was the beginning of a very confusing series of emails over the next several days: one minute Suttons were promising that they would pass the issue to their accounts department for the refund to be paid, the next minute they were claiming that they had already paid it (confusing the money I should be refunded for the tomatoes with the money they’d refunded for the courgettes). Then they were trying to deny that I was owed anything at all, confusing the quantity of courgettes ordered with the tomatoes, and then confusing it with other items on my order that I’d already received. All this left me feeling distressed and in total disbelief about what was happening and the appalling way I was being treated! Thankfully, there was one member of the Customer Services Team (who did seem to be capable of reading my order properly) who acknowledged that I was right and they did still owe me a refund: she ended up twice being put in a position of having to apologise for the confusion created by her colleagues. It was only thanks to her that I did finally get the refund I was owed - nearly three weeks after they’d cancelled the item! As a result of this experience I feel that I can no longer trust Suttons. Their system (as with many plant suppliers) means that although you pay for the goods when you place your order, it can be several weeks after this that the items are ready for despatch. However, you should be able to trust that there will be no quibbles over refunds for any items that become unavailable. You should also be able to trust that if things go wrong, the Customer Service Team will sort it out and rectify their mistakes, without argument or having to be repeatedly chased up. Instead, Suttons Customer Service Team failed on both points: I had to repeatedly email for updates when they didn’t pay what they owed or communicate what was happening; they argued, through a series of very confusing emails, and it seemed like they were trying to wriggle out of refunding my money. I have been a regular customer of Suttons for many years, but I will NOT be placing any further orders with them. There are plenty of other suppliers who do know how to treat their customers with respect.”

Helpful Report

Posted 5 months ago

“Tried to order seeds this evening, finally got to checkout where they wanted way more than the item value to send a packet of seeds. I expect to pay postage, but not to be ripped off!”

Helpful Report

Posted 6 months ago

“I ordered plants and given a delivery date and monies were removed from my bank and I checked with bank to make sure there was no problems and monies removed same day. Copied details tried to send by email as requested E mail would not send phoned several times and we will get back up you still no plants or refund just a declaration order cancelled which was 2 days after my initial order(I did not cancel order). Used Sutton all the time aswell as the allotment and garden society I belong to and have been a member of over 40 yrs and this us how they deal with customers shocking.”

Helpful Report

Posted 6 months ago

“I complained about receiving 6 out of 12 sweet pea plugs that were withered. Now 2 weeks later and have received no reply.”

Helpful Report

Posted 6 months ago

“Order pre planted hanging basket. Delivered with many broken stems and dead blooms.Very disappointed as previous order last year was very good”

Helpful Report

Posted 6 months ago

“Rubbish ordered a lot of plugs but received bulbs planted but going to take them out and go to a proper garden center so dissatisfied I wouldn't have bothered to put a review but my son said he had the same trouble then looking at other people's problems I think it's about time they sorted out the problems and stop sending inferior quality”

Helpful Report

Posted 6 months ago

“I ordered some plug plants that arrived dead. I contacted them with a photo, no reply. After a week I contacted again trough their website, it looks they may have sent me another order, but not clar, so I asked for explanation, no repl. After another week I tried to call them, but they only accept orders on the phone, there is no customer service. So I contacted them again for the 4rth time.”

Helpful Report

Posted 6 months ago

“Tomato and cucumber plants took 5 days to arrive and were in the most part dead. Some had there main stems broken off. The cucumber plant was Suttons second attempt as the first one arrived dead.”

Helpful Report

Posted 6 months ago

“30 bare root plants ordered, but only 28 pieces of root arrived. Suttons put a £5 credit on my account. Some of them have not grown, some very poorly and some do not appear to be what were in the offer. 108 bulbs were supplied, and again, a number of them haven’t grown, despite being in the greenhouse. Some that have grown are quite weak. Finally, I ordered 9 raspberry canes. They are all quite small still but now two of the same variety have died. Would I order from them again, clearly not.”

Helpful Report

Posted 6 months ago

“Ordered 2 shrubs, coronella and laveteria, on offer in the paper the same day,couldn't find them on line so ordered by post. Get email to say order cancelled, no explanation. Did this offer really exist at all I wonder. Would have given zero stars if possible”

Helpful Report

Posted 6 months ago

“Ordered a pre made hanging basket. Arrived and was a black plastic tub with holes in . Have had to send pictures and still not resolved. Not representative of picture on website. Plug plants ordered were broken , withered and not growing at all. Definitely will not be ordering again.”

Helpful Report

Posted 6 months ago

“We would give 0 stars - after receiving damaged plants last year, I considered not ordering again. I wish we hadn't. Every cucumber plant was broken. The packaging was totally inadequate. When I called I was told there was no replacement stock available & they would refund. Still awaiting chillis & tomato plants. Will never order from there again and would not recommend”

Helpful Report

Posted 6 months ago

Suttons is rated 1.3 based on 335 reviews