“Bought Papaver roots - I'm no expert (which is why I shop with them) but they barely looked like roots - just wispy strands that would float away if the wind caught them.
Packaging 5 - Quality 0.
Threw most away but buried 4 strands in my large garden in the hope that they "could" survive.
Emailed Suttons but all they say is "take a photo" which of course I cannot.
Packaging 5 - Quality 0.”
“No stars. Sutton’s should come with a government health warning: can cause stress.
Just received, now October, 22 mixed leaves plants ie lettuces, ordered in March. Couldn’t believe it when they said they’d deliver in September! Tried to cancel, hopeless. The plants are 4 to 8 inches long, long because though planted in the greenhouse, it is October after all, they are unable to stand up, without walling up earth around them.
Just nipped down to the greenhouse to check on them. One plant alone looks happy the other 21 resemble the inmates of a care home who have had their Zimmer frames nicked. Unbelievable!
Fortunately I can look forward to a lovely seasonal stew in a few weeks time topped off with the leaves of the one surviving lettuce which has cost me £7.99!
Sutton’s is a disgrace. NEVER AGAIN!!!”
“Ordered some broccoli & cauliflower plants in March and contacted customer services 9th April to cancel. Received a reply on 19th April & given a reference number. Received another email on June 4th asking for my patience during these difficult times. Received another email on 30th June to say please bear with us, it is taking up to 7 days to reply to emails. Received items on 9th July totalling £19 that I had been trying to cancel since April. Returned same day of receipt (July 9th) postage costs incurred: £13.04p. Sent email on 5th of August asking for refund or even acknowledgment of history of emails. Nothing.Now October 4th. Given up. £33 out of pocket. I can understand that every business out there is struggling with the current situation but you just can't treat customers like that.”
“Ordered bulbs at the beginning of August and have been given three delivery dates none of which have been met. Now the end of September and not a bulb in sight! I can understand one date not being met but three dates missed! I think customer service is not within the management's vocabulary.”
“Incompetent and, worse than that, they don't care. If everybody who has had problems with them made a county Court Caim (which is very easy, it doesn't require lawyers) maybe, just maybe, they would offer some customer service, rather than none. By comparison I had a small problem with Thomson and Morgan, I phoned them and they resolved it straight away,entirely to my satisfaction. Simple really, who will I use next time?”
“Ordered bedding plants in April. Not received. Promised a refund. It's now the end of August and still not received.
No reply to emails.
Do not buy off these con artists.”
“Well I have been looking at the reviews and feel very sad for all the people who have been disappointed.
I myself ordered asters.nicotiana and petunias. Very healthy plants .I think I ordered in February so just before Covid 19 hit everyone. I feel all the plants people have been overwhelmed with orders as (we who are fortunate to have a garden) wanted to have instant colour .
I was lucky and will be ordering again as I was delighted with all my colourful plants”
“Winter cabbage arrived today. One plant 4,99. Called the up and they said it was because it was in a pot. How many cabbages could I buy for £4.99. Never again will I ordered anything from them”
“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 ordered 3lucky dip chilli plants in April. No major issues with delivery. They are all flourishing and I have masses of chilli peppers on each plant. Couldn’t be more delighted.”
