“The worst experience we ever had online by a country mile. Waited weeks for our order, they do not answer the phone or emails. When the plants arrived they were totally dead and poorly packed. Then had to chase for an email and postage not refunded. A total shambles.”
“Dreadful dreadful after numerous emails have just hand written registered post with copies of Bank statement
Will get Consumer Direct involved if this lack of reimbursement continues ....”
“Please dont order from this company. Customer Service is non exisitant. If you send an email you are told not to contact them as your query will be dealt with in 10-14 days. After 3 weeks no reply.
I place an order for over £170 which is being slowly completed - I had 4 deliveries to date - two of which number of plants delivered was lower than the despatch note. I am 3 plants short and still awaiting a delivery of 5 more.”
“I have a dreadful year with Thompson and Morgan after thirty five years I will not be using them anymore.
Have spent a lot of money with them this year and the only purchase that was ok was two ready planted baskets.
Plants have either died or arrived dead.
After not receiving plants was asked are you sure you have not received them, that is the final straw.
Have written at least five emails to them which is a waste of time you never get a reply. No phone calls are being taken still.
Wish I had taken pictures.”
“If I could a minus score I would. I received 2 dead plants in one order. Then waited weeks before I heard anything about a Bloomerang lilac I had ordered. I emailed to cancel the order, twice, I rang, several times. No response until today... saying they couldn't refund as they had JUST packaged the plant! What lies, what dreadful customer service, what an appalling company. Please do not give them your money they are con artists.”
“I ordered 5 post plug Begonias, I didn’t realise this meant a tiny cutting put into a thumb nail size compost with no root. Only 2 survived and will never grow for this summer, I cancelled Geraniums when they said I would receive them end of July, I have waited 4 weeks and still no refund, I’ve have emailed them twice and get the same response from them, someone will deal with this 7-10 days, really frustrated, I also ordered Lobelias x15. They will be despached end of July, as a gardener I am aware end of July will mean I will only have a few months to enjoy my plants, The company does not inform you when you’re pants will be delivered until you purchase. I would NOT have made any purchase had I known the dates of despatch. A terrible company constantly sending Emails to encourage more shopping. I have happily bought Begonias Geraniums and Lobelias from shops, had I only relied on Thompson & Morgan I would have no more plants. Nightmare.”
“Having spent over £100 in plants on 2 occasions since April I have nothing to show for it
One order never arrived and the second arrived as a handful of dead stalks
This is direct profiteering at a time of difficulty
Trading standards need involvement.
No response from the company has been received inspite of sending numerous e mails”
“Absolute disgrace! Using Covid19 as an excuse for the worst service I've received in years!
Sent out dead plants and will not respond to emails of complaint.
I've worked in Horticulture all my life so know the do's and don'ts.
I would recommend using a good local nursery rather than Thompson and Morgan. I won't be using them again!”
“Bad experience is an under-statement. After 20 days, I am still trying to get a response to my complaint and request for a refund in relation to a dead wisteria plant delivered to my daughter as a birthday gift. I have received nothing other than an email addressed to 'Dear David', which I find strange as my name is Lynn Sherriff as indicated in my email address! SHOCKING! You do, however, seem to have time to send out daily promotional emails. ZERO star review is in order for the goods and service I have received - dead and non-existent. NO REFUND has yet been offered.”
“Paid £70. Potting compost supposed to be 21 days,changed to end July. 36 Busy Lizzie and 10 Fuchsia arrived dead. I cancelled compost..nothing to plant. Refund supposed to be forthcoming for compost, lawn food and plants. £7 so far refunded! Never again will I order from T&M.”
“It appears that Covid 19 can't be used as an excuse for dreadful customer service with this company, its been going on for way longer than covid. I wish I had thought to check reviews before ordering seeds, NONE of which have produced any plants. Constant promises of refund which don't materialise. I wouldn't encourage anyone to order unless you can afford to throw your money away. I use several expat sites in France where people ask for reccomendations for plants & seeds suppliers from UK. I now tell people of my experie and point them to the Facebook page of almost 500 angry customers, all have similar bad experiences, long wait if ever for refunds and poor quality plants.”
“I totally agree with all the other very despondent customers. I ordered 36 plant's Nurseryman's Choice only 10 have survived , 5 Petunias Frills & Spills only 2 survived. I am still waiting for
my Begonias to be delivered, dread to
think what condition they'll be in.
I emailed Thompson & Morgan on the 29th May saying how disappointed I was, still waiting to here from them.
I can only advise people not to use this company. Just put your money down the drain save yourself time and effort.”
“I am giving Thompson-Morgan 1 star as it is not possible to give them none. Trust the reviews from all of the other poor customers who, like me, ordered plug plants and waited weeks to get them only to find on arrival that they were dead or diseased and thrown straight in the bin. I have also tried to contact them asking for a refund but have only received automated emails promising a reply but never getting one. I shudder to think how much money this company has made with poor plants and even worse customer service. I agree with other comments - Trading Standards should take them on. Do not even think about using them - you will be disappointed and out of pocket.”
“I have never dealt with company like this their plants more often than not go straight in bin as sso feeble they don't survive the delivery .Which is very very slow anyway.I bagan to order my plants way back in march .after many emails they arrived today Jumbo plants what a laugh they are so small and tired looking I have sent a request for a refund as well as a vow to never use them again At the same time I ordered from Sarah Raven and Dobbie's ,both of which took a long time to come but when they did arrive they wher strong healthy plants that were planted as soon as they.The only place I have planted anything from T&M is in the bin .I spent a lot of money with them but I will not make the same mistake again.My advice shop elsewhere they are a -5 stars for me .j Roberts”
“Where to start. All the reviews on here are typical. Atrocious customer service. Terrible products. You wait weeks only to receive pathetic weedy little half dead specimens. Don’t bother to complain you’ll be your wasting your time. This company should be closed down by trading standards.”
“Ordered plants and compost in April. Some plants arrived dead and compost still not received. Email received today that compost on way. No longer required as I had to purchase some elsewhere together with some healthy plants. Refunds requested, no response. Appalling quality and non existent customer service!”
“placed multiple orders for some £82 in april plants arrived weeks later after 10 days in the post 75% dead no replies to emails just read everyone elses reviews TRADING STANDARDS SHOULD BE INVESTIGATING THIS appalling company don't have the decency to answer phone or emails .”
“Buy a packet of seeds and save money, frustration and time- I ordered plants in April with a 3 week delivery time.
Once they had my money I was informed most items were late and due for despatch 14th May. 3 battered begonias arrived and had to be replaced, then nothing.
Eventually some embryonic plants arrived intact then equally embryonic Bizzie Lizzies described as 'postiplugs' on 22 May arrived smashed to pieces.
I immediately emailed to complain and to date, 19 June have had no response and they have shut down their telephone line.
Received plants on Tuesday 16 June that had been in post since Friday 12 June- yellow and flat as if they had been under an industrial press and only 5 instead of the 10 listed on the despatch note.
Their images suggest plants like Chelsea Flower Show but you get microscopic plants in a sorry state at best - only 1 item of 5 ordered arrived in an undamaged condition.
I was assured the appalling condition of the begonias was 'rare' but the comments here suggest it was normal.
I am shocked that they are still permitted to trade and take money for supplying 'plants' that are unfit for purpose.”
“I placed two orders in April 2020.
The first was of very poor quality.
In the middle of June the second order has still not arrived.
I have tried phoning but they have closed their phone line down and they just send an automated e mail to any e mails I have sent.
This company is taking money under false pretences, they should be closed down they are a disgrace.”
