“I have been a T&M customer for many years, but things have just got worse. No delivery, yet again, ``must have got lost in transit`` and ``sorry, none left to send to you``.
I have put up in the past with less than 90% success rate, but this year, 8 days delivery time on earlier orders has ruined nearly all plug plants. Perennials ordered in January and again in May all failed to arrive. I now read in Which magazine (May 2021) that T&M fall next to bottom in customer satisfaction surveys. I just purchased plug plants from a rival firm with prompt delivery and 100% success rate.”
“I ordered 36 perennial plug plants in May with a despatch date of 14 days. That date came and went and I eventually received despatch notification on 8 June. When the plants still hadn't arrived after 3 days I telephoned and was told that those plants hadn't actually been sent out as "they weren't good enough" and a fresh batch would be sent out in a day or so.
This morning (16 June) I received a pack through my letter box - which turned out to be the original "missing" plants marked with a despatch date of 8 June. The plants had been in transit for 8 days and of the 36 plants only 2 were possibly viable; 19 cells contained no visible plant material at all and the rest had dead and/or dying wisps.
Now I won't lie, I have had some good plants from T&M and when it's been necessary to contact them with a complaint they are always quick to replace or refund - which is why I gave them 2 stars; but I've also had 1 potted plant packed upside down which arrived totally destroyed - for which I was still awaiting replacement from March with the reorder being postponed 3 times; several packs with a couple of plants DOA (which I considered fair enough and didn't bother complaining about) and one collection of plugs packed sideways on - being plugs and having taken 5 days to arrive they had all fallen out of their cells and were in a poor condition. True they did offer replacements for those plants without me asking and those are currently in transit; however, today's appalling collection was the last straw and I have since cancelled all outstanding orders for a refund (obviously with the exception of those still in transit). Will I ever order from T&M again - probably not. I've come to believe that T&M are a sort of factory farm of plants. Their seemingly incredible pricing is often just the equivalent of a supermarket loss leader - I've lost count of the number of times I've ended up spending much, much more because "I might as well take advantage of the postage". Their garden ready stuff often really isn't and their plugs are generally not worth the hassle - whatever the price. Their Customer Service are often helpful and always refund/replace but I've found over time that what they tell you isn't necessarily what is actually the position (note the comments above) and there are plenty of proper garden centres out there which do as they advertise - so personally I'd advise to avoid this company and use one of them. Although I guess there are always going to be people who are taken in by the seemingly good prices so probably a poor review like this isn't going to make a lot of difference.”
“The same experience as so many reviews here. Dreadful isn't the word.
Ordered the 72 perennials described as 'spectacular', plus Maxicrop treatment back in March. Delivery dates kept changing and luckily I'd taken screenshots of the mythical dates or I'd be doubting my sanity.
I've ended up buying locally to fill gaps. Plants arrived yesterday, package and plants are battered, dead or non existent. Have potted on some more in hope.
I had a great experience with Crocus last year in lockdown, kept me informed and plants flourished. This is exactly the opposite, 'spectacular'? I think not. Unless you count the spectacular disappointment/waste of money. Never again, use your bargepole at full tilt.”
“Bought begonia plugs suposidly garden ready. Less than an inch tall some struggling to be half an inch. A good half of them with no leaves. Very late delivery, Will never use this company again and will advise every one I know to beware too.”
“Ordered Pirennial Plugs on 13/03/21, delivery specified as end April, didnt arrive, so delivery revised to 17/05/21, didnt arrive, so contacted T & M, didnt reply until prompted, delivery revised to Mid June. Plants eventually arrived in a poor state having been in transit for a week. Order took 3 months for delivery of inferior quality plants. Never again...... wish i'd have read the reviews before ordering.”
“My personal opinion is that I wish I had read the reviews before ordering as I would not have touched this company with a barge pole as they
state blatantly unachievable timescales for delivery times on their website!
I placed my order on April 11th and my particular items were advertised as being out delivery in 3 working days, so far so good. However this is not the case as once they have your payment, they change the goal posts by saying it won’t be delivered for at least 2 weeks (or much more). When contacting customer service, you are met with a standard response:
“Unfortunately, as we are dealing with live plants delays can occur if the plant are not quite ready to be dispatched.”
This should be made clear BEFORE they take payment as they give customers false expectations and then hit them with unacceptable delays in delivery.
My order for bare root strawberry plants was delayed and came 2 weeks after the advertised delivery date. Unfortunately 4 showed signs of disease and have since died. My Calibrachoa Postiplugs did not arrive until 28th May, almost 7 weeks later.
The customer care team (via their s.media email) were actually very apologetic and did their best to try and resolve my issue and, having worked in customer service myself before, I do feel sympathy for the customer care advisors as they must be run ragged, trying to fight fires caused by T&M’s unsustainable business model. It appears that this issue is not a new one as highlighted in an consumer champion article in The Guardian in 2019.
Suffice to say that as a new customer who recently discovered T&M, I will never use this company again which is a shame for them as I am a very keen gardener who invests heavily and they will miss out on hundreds of pounds of potential future orders.”
“your company is a discrase nothing better than scammers i rec omend go to the range super value hassle free rename your company scumbags .co.uk
noel gordon luton beds”
“I wish I had read these posts before ordering. The 'garden ready' plants are nothing more than bigger sized plugs and although the geraniums have survived every begonia once planted into pots/hanging baskets has rotted off at soil level. The Cosmos are more than half dead (and they are hard to kill usually. Simply a waste of money - don't even consider it!”
“Very disappointed when after a long wait my geraniums arrived dead. I put it down to experience and waited for my veg plugs which took even longer to be delivered. Didn’t expect them to be so bad.”
“Why can't you give less than one star? It's all this company deserves. No respect for customers at all, just keep sending out pure and utter rubbish. How they still trade is beyond me. Never again will I part with my money to wait over 3 months to receive dead plugs that wasn't even fit enough for the compost heap.”
“I don't know what it is like to order for myself but ordering a gift to be delivered to someone else is a nightmare. I just could not get the system to recognise that I am the billing address and my friend is delivery address. I have been and changed it now but given the order I made in April has not despatched yet I don't know if it will actually go to the right address. Plus bombarded by daily adverts but unable to take advantage of money off for referring to friend and neither is he. I am going to unsubscribe as soon as know the delivery has been made.”
“If it was possible to give less than 1 star, that's what I would give. Every negative comment on here is correct and I wish I'd read them before ever buying anything from this company. AVOID.”
“Tried as an alternative, do not believe anything about dispatch times. Plants i did get were at a least a month immature (basically appear to be a leaf cutting not even taken root) and the rest delayed then just cancelled. First impressions count so nope I wont use again. I see theyre still advertising the plant 'specials' they actually dont have any of.”
“Why did I not read these reviews before ordering, probably the worst company I have dealt with. Nothing but delays, of 4 items I ordered in March for delivery in April and May. 2 were delayed to the following year. Thank goodness for Amazon & EBay. I now have plants to see this year.”
“Save your money and your planting season - Avoid Avoid and Avoid!
Plants arrived dead. Cucumbers clipped with a tight clip that has severed it in half - didn't recover
Tomatoes dispatched when they were about 1 inch tall. Died en route. Called customer service and they said they'll send a replacement - this was 7 weeks ago.
Peppers arrived dead - too late now in the season to sow or to find the Hungarian black - other suppliers are sold out- the refund will be an insult to injury noting that the money has been with TM since January.
Last time to deal with Thompson and Morgan. The reviews are in hundreds about how disatisfied the customers have been and we have all been led down.”
“I ordered a Robinia Tree on 27th April after a discussion by telephone about details. An amount of £77 was taken from my bank account on 28th April but I received no further information or details of delivery. I telephoned today to ask for delivery details & ask why no information had been supplied. I was told it was not due for delivery until October. No ecplanation could be given as to why I had not been informed. I requested an immediate refund for the full amount & informed them that I would never use them again because of this complete lack of service.”
“I had problems with T & M last year but like an idiot I ordered again. Delivery was delayed and then it took a week after despatch for the delivery to arrive. The tiniest plugs I’ve ever seen came, out of 6 only 5 were any good. I have learnt my lesson and will never order from them again. They seem to concentrate on orders from tv programmes and ads and not the general public. They have become too big for their boots.”
