“Order not received. My inquiry by email got an auto reply saying it would be replied to within 2 weeks. 14 days later I get another email saying it would be a further 7 days...
I could not get through to speak to someone on the phone either.
1 month after placing my order I'm £35 down and have yet to receive any sort of customer service!”
“Received 3 deliveries, all in apalling condition. First lot of 6 - 4 died within 2 or 3 days. Second lot (which was a substitute sent without any consultation) completely dried out and dead having been in transit over Easter holidays and clearly badly handled.
E-mail sent, received automated reply promising reply within 10 days. No reply after 3 weeks. 3rd batch of 15 received in very poor condition, most poorly rooted and several cells contained compost only. 6 potted yesterday and 2 are clearly not going to survive.
The published contact number for customer services just cuts out (tried several times on 4 different days) so further e-mail sent.
4 deliveries from a different company all arrived in excellent condition with only 1 plant lost from 46 plants.
I wil not be using Thompson and Morgan again.”
“If I could give less than 1 star I would.. have order outstanding since February, sent e mail, telephoned and told order arriving soon, but of course it did not. rang several times and got no answer after holding on. for 20 minutes our more. TOTAL indifference TOWARDS ME AS A CUSTOMERS IN BETWEEN ALL THIS I PUT IN ANOTHER ORDER WHICH THEY THEN SAID WOULD NOT BE DELIVERED FOR OVER 2 MONTHS !!
so I doubt very much if I will ever get either order delivered. I will contact my credit card company and ask them to stop BOTH payments and will never deal with these people again.”
“Order said dispatch in 7/14 days still not arrived a month later,after trying customer service numerous times I've just can celled it ,would never shop here again 5heir a joke.”
“Items not delivered no reply’s to emails plant should have been delivered in March should use the bull **** from the sales catalog about delivery on the plug plants I ordered avoid by all cost after a little bit of investigation it’s now owned by bvg group and and reviews for this group seems to be the same for all of that group Clifford James etc”
“Still waiting for plug plants due to arrive in March. ? I may get them middle of May. Alfull customer service. They do not care about their customers.”
“I have had two items delivered of my order. 5 dahlia plugs and 5 petunia plugs. Dahlia plugs all melted like been cooked and of the 5 petunias only 1 any good. Tried contacting via track my order but just unable to make contact. I have used this company for years but of late delivery gone up the shoot”
“I agree with these reviews. Delivery due 25/03/2019, but still not received. They were still advertising in the Daily Mail for half the price, and to add salt to the wound they have now reduced the price to £3.00.”
“Ordered Osteospermum collection in October 2018, got told they would be despatched in March, got an email from T&M 11th April telling me they will now be despatched in mid May. 7 months to take cuttings. Won't be buying anything else from these people.”
“Delayed delivery date, for all the items on my order, to when I’m away, so I Tried to call to cancel, could not get through, so sent an email to cancel. No response, so continued to send loads of emails. Finally got a reply almost two weeks later, but still the plants weren't cancelled. No help on the phone, when I finally got through today. Basically, I’ve just paid for plants that will die. Your customer service is non-existent and needs to be sorted out. A very unhappy ex customer.”
“Ordered a range of plants from them, including a Judas Tree. It took them days to respond to my email asking where the order was in their processes. Having replied to my email they promised to deliver the plants in short order. Some of them finally arrived, others are still on back-order. After almost 3 weeks of waiting we still do not have THE most important plant from the whole order. My other half and I have both been dealing with T&M for many years but in the last two years the quality of the plants in general has deteriorated, and the packing methods are atrocious. Once this order is completed it will be the last. Yet another British business going to the dogs. Thank goodness I am retiring as a gardener for over 50 years, I now have the time and can now grow most of my own plants for my own garden, instead of buying them in.”
“Plants not up to standard. Customer service is a shambles. No reply to my email for 2 weeks. Then stock email received saying they were very busy ( must have lots of unsatisfied customers) and not to email again. Similar one arrived today saying they are very busy and hope to reply within 10 days. Diabolical..”
“Terrible service.
Ordered plants in the first week of Feb. Was initially told a delivery date in Feb but then this was put back to 21st march. This date came and went. No plants.
I emailed. No reply.
Eventually after I was moaning on social media they got back to me. My plants were apparently despatched on 28th march and would arrive within 4 days.
8 days later - guess what? Still no plants.
Tracking information on their website is absolutely useless too. Pointless having it there if it doesn't work.
I used this company a few years ago and they were good but they are just appalling now.”
“Whilst Thompson & Morgan may be a good company with good products once you provide them with an email address you will be bombarded with aggressive selling emails which it seems to be impossible to stop. I have blacklisted them and emailed customer care to remove me from their mailing list all to no avail. Definitely will not use them again.”
“Placed an order, received order number and chased after a few weeks and was told it will be delivered end of March.
now being told that they won't fulfil it and i won't get my free climbers.”
“What has gone wrong at Thompson and Morgan? I ordered seeds on the website and despite my order form confirming despatch within 3 days and the assurances of arrival times on the website they failed to arrive after 8 days. When I rang I was told they had only just gone to the Royal Mail. The arrival time was critical for me as I was only going to be able to receive the seeds over a short period. I was refused permission to speak to a supervisor / manager but assured one would call me within 48 hours. They didn’t! When I rang again after 3 days I was eventually called back and offered a voucher which I used to order more seeds. My new order stated the despatch date would be 12/3. By 18/3 nothing had arrived so I rang again. Once again I was refused access to a supervisor but assured that one would call me within 48 hours. 3 days on and, you guessed it, nobody has called. Can you tell me please why I should ever bother shopping with you again when the systems seem to be failing, I am fed misleading information on the order form and website and I have to deal with a customer care unit that seemingly couldn’t care less? Martin Holloway.”
