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Suttons Reviews

1.3 Rating 314 Reviews

5 %

of reviewers recommend Suttons

Company Reviews

1.3

Based on 314 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 25%
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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Suttons 1 star review on 26th June 2022

Suttons 1 star review on 26th June 2022

Suttons 1 star review on 26th June 2022

Suttons 1 star review on 26th June 2022

Suttons 1 star review on 26th June 2022

Suttons 1 star review on 25th June 2022

Suttons 1 star review on 25th June 2022

79

Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My long awaited plant plugs arrived today, due for despatch on 14/05/21, and tbh wish they hadn't bothered, I've never seen such a tatty selection of dead, half dead and rotting plants. The only thing I have had is a deluge of emails from Suttons trying to sell me more plants....they have to be kidding! I've attached photos of the plants as they arrived this morning.”

Suttons 1 star review on 9th June 2021

Suttons 1 star review on 9th June 2021

Posted 2 years ago

“I ordered plug plants in April. I have been given 3 dates for delivery so far, all of which have now passed with no 4th date given. After trying to check on the website all order information has been removed. I sent an Email, only to be told I should get a reply within 9 days! I called only to be told there is no facility to discuss orders but I held on in order to actually speak to someone. I finally got through to be told they SHOULD be delivered next week but that Suttons had no control over them as they are coming from another supplier. I tried to cancel the order but that was not possible. My only option to cancel is when they are delivered (if that happens) and I can then apparently refuse to take delivery and then that should mean I get refunded - but how can I have the confidence that will actually happen after the service so far? I thought Suttons was a reputable company but this is unbelievable service - and you can't make a cancellation!! I would question whether this is legally compliant.”

Posted 2 years ago

“Plants ordered have not been received. Sutton’s only seems to be interested in taking orders, not ensuring delivery and do not respond to emails. Won’t use them again.”

Posted 2 years ago

“I have previously had the occasional order with Sutton’s but this year I decided (against my better judgment!) to order all my bedding and veg with them plus another order for my daughter. I placed the large order (over £260)in early Spring - plants were going to be delivered as and when they were ready. Then the first issue was when I looked on line my order had been split into about 20 separate orders! This was very irritating to say the least - it was impossible to tell which referred to which plants without going into it then I couldn’t tell which I’d already looked at - it was a nightmare! But then the real problems started when the plants began to arrive. The first plug plants arrived in a terrible state (see pic) - they were all out of the tray and they looked like they had only just been planted (indeed the stick used to aid planting had carelessly been thrown into the box as well)! I tried to replant the ones that hadn’t been too badly damaged (less than 1/3) but within 3 days the whole lot were dead! I complained about the packaging and eventually got a refund - but it was the plants I wanted - they were now going to be missing from my planting scheme! Also I was then thinking I’d made a terrible mistake by placing such a large order with them and was this a sign of things to come? I have since received several more items - all the trays if plug plants I have received have been in the same state - really badly packaged and so all the plugs are out of their trays and are loose and broken in the boxes - (the problem is that they have no packaging to hold them in). Again I have complained after each delivery and got some replaced which haven’t arrived yet but will these be packaged any differently? If not they will arrive in the same state!! The only consolation is that the potted plants I ordered have arrived in a good condition it just seems to be the trays. Then I find that after requesting me to reset my password on their website they have now got rid of all my (20 appx) orders (even tho they were a nightmare to look at!) and all my order history from “my account” so now I can’t check the status of any of the many plants I have ordered! What is going on! - Another complaint email is then sent! I am so annoyed - not just because of spending all this money but it’s all the time I’ve spent so far on checking up on my orders and writing complaints to customer services! Who are now by the way stating it will take them up to 9 days to reply ( they say that this is “Due to an increased demand for Gardening related products, we are receiving a higher volume of emails than expected”) but come off it - it’s taking 9 days to reply because if the increase in complaints!! - It can’t only be my plants that have been sent out in such an atrocious state! I am now just sick and tired of having to email them after each part of my order is received. By placing my annual plant order this Spring with Sutton’s I thought that I was ordering from the best. A well established - award winning company and that I would receive the healthiest plants and the best service I could possibly buy- but instead the reality is that I have wasted nearly £300 and endless hours of time and effort! However more importantly Suttons have managed to completely ruin my garden plan for this coming year and they have completely taken away my faith in online plant ordering!!”

Posted 2 years ago

“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. =================================================== 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”

Posted 2 years ago

“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.”

Posted 3 years ago

“Sadly disappointed with teeny tiny plants that arrived 4 weeks after original due date. Several dead. Needed for a lush flowering birthday display in June. I'll be lucky if there are any survivors, or a meagre flower for Christmas. Phone call to chase order cost £5 80!! Not at all impressed. Had to purchase decent plants from garden centre. An expensive, disappointing, "never again" purchase 😑”

Posted 11 months ago

“I ordered 3x cucumber F1 Bella plants on the 27th of April. It is now the 11th May. I called twice and promised the plants would be delivered. Called customer service today, the plants are now due to be delivered on the 15th May. I have lost all faith in them ever arriving and insisted I spoke to management. It’s clear this is not the first time or the last, and has happened numerous times according to Trust pilot. Sadly, I am without my plants and feel very discouraged in placing any further orders with this company. Personally, I have had zero correspondence to inform me of delays. Secondly, I was left chasing it twice. finally, I have I let down.”

Posted 11 months ago

“Placed an order on the 27th April. Order still not received 2 weeks later so phoned customer services and was told order dispatch delayed due to bank holiday??? Email sent yesterday as still unable to track order. Phoned customer services again today (as no reply received yet to email) only to be told order was cancelled on the 12th May due to supply problems. No email received and have checked junk mail too. Appalling communication and customer service, will not order with this company again.”

Posted 1 year ago

“Plants. 0 stars. Delivery time. 0 stars. Customer services. 0 stars. Dealing with emails. 0 stars. Not replacing dead plants. 0 stars. Refunds. 0 stars. DO NOT USE THIS COMPANY.”

Posted 2 years ago

“Terrible service from Suttons I ordered "Best Value Perennial Collection" on 28th April this year and was told they would be dispatched and with me within 24 hours. After various emails(always at MY instigation and the last one resulting in an **Auto Acknowledgment** 10 days ago and never responded to properly ) promising " Product 200854 Best Value Perennial Collection Expected Dispatch Date Updated From 28/04/2021 To 07/05/2021" I eventually rang them today 22nd June and was told that there had been a "crop failure" with that product. Agreed to refund my payment through paypal. Absolutely terrible service and communication. definitely do NOT recommend”

Posted 2 years ago

“Terrible customer service. Ordered some perennial plug plants in April, original delivery was 7th May. Then they changed to 11th June, this came and went and heard nothing and after emailing them and waiting 5 days for a reply they now say 12th July!”

Posted 2 years ago

“Shame I couldn't give zero stars! I wish I'd read online reviews on Sutton's before I put my order in!! Still waiting on the last few plants on my order, after an email said they would be later than expected- that dates been and gone and I've night heard anything since. As per previous reviews on here, my plants also arrived in shocking condition. Avoid this company!!”

Suttons 1 star review on 5th June 2021

Posted 2 years ago

“Wish you could put a review with no stars! went on Martin Lewis’s website for this fabulous offer! 72 summer plants for £20. That was the 27th April, they arrived today 5th June. I’ve never seen anything like it, half dead, the remains I have repotted, but there’s no way they’ll flower this summer, they are teeny tiny, in plugs smaller than a thimble. complete waste of money, shame on you Martin Lewis for having this offer on your website,”

Posted 2 years ago

“Paid £20 MSE blagged Sutton’s seeds bragged 70ish plants for this £20 said delivered within 14 days!!! This was April! Endless telephone calls no one answers endless emails one actually promised 27th may delivery still no plants RIGHT ROYAL RIP OFF!”

Posted 2 years ago

“I ordered 3 pink delphiniums back in January using a £25 Christmas voucher and adding £6.99 for postage. The plants arrived today having spent 4 days in transit. They were rolling around inside the cardboard box and all the leaves are broken. I have bought better ones from Aldi. This company is not fit for purpose they are impossible to contact and I would advise anyone thinking of ordering to think again I feel my sons money has been wasted.”

Posted 2 years ago

“Placed my order on 28th April after being alerted to is by MSE. Best Value Perennial Collection, 72 plants. Last commnication from Suttons was 30th April advising despatch date of 7th May. No plants have been delivered. Contacted them a few times by email and through their website but they have failed to acknowledge receipt, never mind reply. Their website revamp is now useless for checking orders. Today (4th June) their website is advertising this offer (£49.99) with a despatch date of 11th of June! What a cheek - taking further orders before they have satisfied existing ones. I cannot be the only one being let down here. Suttons clearly does not care about their customers.”

Posted 2 years ago

“Still advertising, still taking the money, but sadly no goods arriving! How much longer can this company continue to rip off the public. Whoever runs this outfit should step down and think of all the loyal customers it has cheated.”

Posted 2 years ago

“After receiving an email from Money Saving Expert recommending Suttons and their discounted offer I ordered via a link thinking if MSE think it's a good deal it must be, BIG mistake!! I'll be making MSE aware of this company's inadequate service. Unfulfilled delivery times. So far they've received payment without sending me a single plant. I've logged into my account which now states that they've updated their website and all orders are not available to be viewed. I've emailed them and received an automated response informing me that they will get back to me in 9 days...... I will be placing a dispute through PayPal in order to retrieve my payment”

Posted 2 years ago

“As I sit here now, my order has been delayed twice and is several weeks beyond the originally indicated delivery date. The latest delay update seems to have changed my order also - to plants that I could have bought for half the price at B&Q! Never again!”

Posted 2 years ago

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Suttons is rated 1.3 based on 314 reviews