“This company is a disgrace. They took ages for my order to come and when it did, it was in a terrible condition. When I phoned the company I asked to speak with the management - (Sue) was really rude and surely did not want my custom. The whole procedure from ordering and getting my order was shocking. I ordered over £300.00 worth of goods to do my new garden and no offer to refund or resend the items. This company should be closed as the service IS disgusting.”
“I purchased an RHS steamer chair £199 for a 60th Birthday present on the 30th June. When it arrived it has scratches/dents/marks on the paintwork. I have sent numerous emails with no reply back. I received an automated email 1 week ago saying due to the number of emails they have received please resend your email and choose a title... of which I chose replacement needed. Still no reply. They don't answer emails can't call the company as lines are not working .It makes the whole process even harder as this was a present and I've not been able to give it to the person and for them to enjoy it. Its now August!! why are they still sending orders out and not actioning customers service queries?? Absolute disgrace of a company.”
“Pity I have had to give one star as this company deserves zero.
1. Extremely poor delivery
2. Poor quality plants that did arrive
3. Refund for non delivered items took ages.
4. Still waiting for one refund after two months.
5. Very poor communication
6. Emails ignored
I WILL NEVER USE THIS COMPANY AGAIN.
THEY ARE A COMPLETE DISGRACE.”
“Had to wait mo ths for plants which I understood dye to virus but
1. They delivered my tree finally but it is fill if BLIGHT! Now I could have infected my garden. No reply to my email.
2. They said they had to cancel my order for callaloo plants. Then they said it was going to be delivered, then they said it was delivered. I have never seen them. Again not yet replied to my email.
Never buying from them again”
“I ordered plants in April. Nothing has arrived. At one point did receive an email that some of the plants will arrive on 20th September and told I could not cancel my order - not much chance of flowering this year or next! Could not contact them by phone, did not answer emails either. Will not use again and will try again for a refund - but who do you contact?!!”
“I wish I had seen these reviews before I ordered, they never answer emails and as the phone lines are permanently closed now there’s no was to contact them. I ordered plants weeks ago and they haven’t arrived no explanation why, I’ve requested a refund several times but no reply to these emails either. I’ve even reported this to PayPal and then escalated the claim and still haven’t heard anything what so ever from Sutton’s seeds. Thank goodness I paid through PayPal as I might just get my money back.”
“The same problems as all the below. £158 paid mid April still awaiting some plantS, most of those received so far are sub standard at least two almost dead on arrival or will not survive planting out. There is a legal case to pursue, infringement of Distance Selling Regulations which prevents online suppliers taking payment for products they do not have in stock ready for despatch unless they inform customers when stock will be available. It seems most of the below complaints are from customers like me who, in good faith paid up front because the web site indicated all items in the order wer.e ready foR despatch but delivery might be delayed because of the Pandemic. I would never have agreed to pay for products up to 3 months in advance, especially expensive shrubs which would likely be out of season during that time, too late to plant successfully. I have attached a photo of just one pathetic example, taken the day after delivery having watered it and waited overnight to attempt recovery. This cost me £20 3 months ago and is supposed to be a shrub which will eventually grow to 1.5 metres tall but will not survive planting out in this state. It is obviously next years stock planted up too early in a 3 litre pot to make it look fit for purpose just to make the sale hoping the Customer could not be bothered to complain. Sutton’s has become a very dishonest trading company. It’s refusal to allow full refunds prior to .despatch is also dishonest trading practice.”
“I ordered a lemon tree for my wife’s birthday and as I got closer to the date - last Friday - I used their enquiry form as no phone service is available. A automatic reply indicated I would receive a reply within seven days and yet I’ve heard nothing. This is a total disgrace which has left me furious. They don’t deserve their royal ‘By Appointment’.”
“I have just completed a survey for Sutton's which has prompted this review. I have had appalling service from Sutton's. I ordered goods that didn't arrive and my emails to request a refund - I have submitted evidence and they have ackbowledged they took payment but my order wasn't processed - have been ignored. I would actively discourage people from using this company. Very exploitative when slot of people are struggling during this pandemic. I'm very disappointed with this appalling service. If I could put no stars I would.”
“The begonias I ordered wAy back in March have never arrived, despite an email telling me they had been dispatched. I have emailed at least twice to say they have not arrived, the second time requesting a refund but no response. I appreciate the difficulties this year but can only conclude customer service has been poor.”
“I've been waiting for plants since April and despite chasing now 7 times by email, as all their phone lines are unavailable, still nothing. Quick enough to take your money! Don't use them. Waste of time and money. Would give them a zero rating if I could.”
“Late delivery only partial deliveries
Very poor quality spent in ecxess of £100 only 20% where usable rest failed and have had to be thrown away
No customer service will not anser e mails or phone trued to cancel order balance which was 4 late but could not get through bever use again”
“I order a large box of 12 seedling trays and 216 pots to go with them, I only received only 4 trays and 72 pots one third of my order? I have tried to call and have emailed several times to find out what’s going on but unable to get any sort of answer! No customer service. No availability via telephone and no response to emails or via Suttons "Contact Us" page. Non fulfilment of order, This totally out of order rubbish.”
“Like other reviews this is the first year I have used Sutton’s . They don’t answer the phone, don’t answer emails and don’t complete orders but have taken my money. The products I have received have also been of poor quality. There is a total lack of customer service. I like others I won’t be using them again”
“This was the first year that I have ordered from Sutton Seeds and, it will be the last. I ordered plants for hanging baskets and, many bedding plants. By early June, I was informed that they could not fulfil my order, despite receiving e-mails that the plants were in stock.
I have been informed that I will be receiving my money back within two weeks. Sadly, I have received just half my money back and Sutton Seeds have not responded to my e-mails. They say that they are very busy.
It took just two days to take my money and after four weeks they have not returned my payment. The next action will be escalated to legal.
I would recommend that any future purchases should be seriously considered as there are plenty of other suppliers only too willing to supply.”
“Order placed 15 March, item missing from delivery. Immediate contact made via email. Still no response, unable to contact via phone.
Do not buy from Sutton Seeds. No Customer Service.”
“Shocking lack of customer service. No availability via telephone and no response to emails or via Suttons "Contact Us" page. Non fulfilment of order placed 10/04/20 and expected 18/05/20.”
“Ordered a cottage plant selection at £50. pre covid, I knew plants were not being despatched until beginning of June so was ok with that. However , received an email 1st June saying my plants had been despatched via courier and delivery up to 48 hours, it’s now 8 days on and I still haven’t received my order, I have emailed Sutton’s twice to ask where my order is and they have not replied to my emails. Absolutely disgusting customer service. Clearly someone Is their to of emailed me saying my items had been despatched!!!! I will take this further if need be”
