“Bad, damaged and dead plants received, complained and promised refund, another shipment arrived in the same condition complained again 3 times via their web site all emails bounced back as "Blocked"!!, all this made worse by the fact that a friend of ours who saw our last years plants on show was so impressed she asked us to order hers as well, and she had the same problems.
Many people complaining about Suttons service, I have been a customer of Suttons for a long time with many beautiful blooms, not so this year redesigned packaging has led to broken ad damaged plants, managed to get a refund on just one of many orders (No money actually refunded after a couple of weeks), after sending an email complaining about packaging, I found that I could not send emails via their web site, and suddenly there was no orders info in my account, I still have plants to come and refunds to come, but I do not hold out much hope.
Trying to make a last ditch attempt to recoup I investigated the company for emails of CeO's and Directors and found some very interesting facts, in November last year they were taken over by an umbrella company with directors of Suttons named, who are directors of many, many companies based at this address on the 3rd and 4th floors.
I have seen this many times before when companies take over the firms and run them into the ground with poor services and cheap ancillary services, to the point where the old employee's give up and do not care, all the signs are here.
I personally am writing to the Office of Fair Trading with my complaint and as myself writing to the directors at above address, but I do not hold out much hope of any success, as I have said before I have seen it time and time again.
One star rating given because I could give none at all.
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Further to my revue above I note that Suttons web page proudly states a Royal Warrant, awarded to companies of exceptional quality.
However the Royal Warrant people have rules in force and they do state on their website Royal Warrant Holders Association - Why might a company or individual lose a Royal Warrant?.
Quote - "The quality of the product or service is not up to standard. orders have dwindled. The business stops trading. The company goes into liquidation or is declared bankrupt. There is a significant change in the control or ownership of the Royal Warrant-holding company.", the last paragraph seems to be pertinent considering what is going on.
Therefore as Suttons was bought out Nov 2020 and the original directors were either got rid of or resigned, it is now debatable whether they should be boasting that they hold a Royal Warrant”
“Part of my order is missing. It is impossible to contact Suttons. Disappointing that a longtime respected firm has sunk to such a low level of customer service.”
“Paid £14.99 plus £4.99 postage for 72 plug plants
They full asking price was supposed to be £59.96 who are they kidding
Arrived mostly nearly dead and geraniums and lobelia were dead
Have sent an e:mail requesting a full refund not replacements
Very unhappy expected better from Suttons
Very dissatisfied
Keep getting e:mails of offers
Do not use this company
Jean Chapman
Leicester”
“Appalling company. Ordered an Acer last year and had no update on delivery. Me constantly chasing for a delivery date. Was told end of April - not arrived. Now when I try to log into my account it doesn't even recognise my email address as they have updated the site. I can't reset the password as instructed as it's not recognising anything. Never will I order anything from them again.”
“What a rubbish company. 1st order delivered late and in a poor state. Contacted customer services who were helpful and arranged replacement which l am told was dispatched on 5th May and would be with me in 3-5 days 8 days latter still no sign. Also no sign of further order originally to be despatched by 19th April then told 10th may but not hopeful. They did deliver a further order in 2 days placed after helpful customer services. Maybe if dispatch dates are correct it is the delivery company that needs to be changed. Their delivery charges are not cheap yet other companies who us Royal mail can deliver in 2 or 3 days. Think twice about using this company for anything other than seeds. There are so many more reliable companies.”
“I ordered £30 of blueberry plants. They have charged me three times. They acknowledged that they had seriously overcharged me but I am still waiting for a refund from them. They have said that they will, but weeks later, I AM STILL WAITING for this to happen. Be warned. ....
I will update when I get a refund. So if no update then I have had to start proceedings via the bank. JW”
“I will not be using this company again. When I placed my order I didn't receive an acknowledgement email, so I had no idea if my order had been placed. I ordered various items amounting to £50. Until now I have received six pathetic looking Petunias and a packet of seeds. I sent an email and was told that this could take up to nine days for a reply. I've now been told that one of the items is not available and that another may be delivered this week, no guarantee. People should be aware of this awful company, who don't seem to have a clue.”
“Ordered leek plugs and horseradish thongs in February. It seems that I get a weekly email stating that the delivery time has been put back by a fortnight, and am still awaiting delivery. Both the leek and horseradish planting dates (as shown on Suttons own website) have now passed. This is truly appalling service, I will never order from them again.”
“Told plug plants were dispatched with a Whistl tracking ref logged on to Whistl they don't recognise tracking number. Checked Royal Mail just in case but not known there.”
“Terrible! As all the other reviews have stated they are extremely slow in delivering any item with extremely poor communication when you try and find out why or when you will receive your plants. When the plants do arrive most of them have been through the wars in transport and need extra TLC to pull back or just die. The plants aren't cheap and waiting two months for them to arrive in the state they do is a joke. Avoid!”
“This company should carry a health warning. Ordered plants don't arrive. Can't even get the account nos right. They give every excuse possible as to why they cannot deliver,
Wether it the weather,staff problems. Strange how garden centres and supermarkets are fully stocked with plants far more advanced in growth than Sutton's supply
Roger Frith”
“Do not use this company. Like past reviewers I ordered the bare root shrub collection back in January 2021 for delivery in January 2021 (according to them) and I have still not received them It is now May. Looks like I never will. I just receive automated emails with a future delivery date which they never deliver on! AVOID.”
“DO NOT order for this company if you want to receive your order.
I ordered 9 different types of basket plants from them - order cost £70+.
They have missed several deadlines, one of the nine items arrived and half of the plants were wet through and rotting, the others have not arrived again as promised.
Phoned them yesterday, was told they’d come back to me within 24 hours. Deadline missed again.
Phoned again today and spoke to the most obnoxious customer service man I have ever had this misfortune to deal with. Rude, disinterested and condescending.
Still have no resolution tho they tell me the plants were shipped 10 days ago tho I have had no email advice for them to that effect.
I can only imagine what state they’ll be in if they do finally show up.
Avoid Sutton’s like the plague unless you want a whole load of hassle and no refund of your hard earned cash.
Deplorable.”
“Placed order for Bare rooted Shrub collection in March 2020 and still not received as of May 2021.
Dozens of emails, phone calls and several requests to speak to a manager, but made no difference.
Was actually told today that the items I ordered run out very quickly and was offered a refund. Accepted.
Very poorly run company that does not care about customers. BEWARE AT ALL COSTS”
“Bought suttons seeds some months ago none of them have grown I sent Suttons an email about this but they haven't even bothered to reply won't be buying any more Suttons seeds, they are even asking to send photos what of empty soil”
“I was very disappointed with receiving a clematis that was more like just a stick and even now after planting and watering there is no sign of any growth.”
“Ordered Bumper Garden Collection with despatch promised at end April. One day later I have received a mail confirming despatch ONE MONTH LATER. So Suttons either do not have the product or are quite happy to fulfil other orders without putting any effort into providing this product. Disgraceful business behaviour and will never order from them again!”
