“I pre ordered plug plants early in year but when they eventually arrived they were so tiny, I've had plug plants before bit not this small, I potted them in in greenhouse almost if them died. One 72 pack were all dead when they arrived and only 9 of 36 of bizzie Lizzie's survived. In total I have paid for over 300 plants and less than 100 survived, taking the cost of plants and high delivery charge I consider them rubbish and would never buy again. I got credited £15”
“Without doubt the worst mail order company I have dealt with,reading about the complaints from other customers,can only but agree.yes dead plants in the majority,and when they sent a compensation order of ready to plant,half the stems were broken.its back to the garden centre next year,just wish they were local and I could turn up in person with the faulty goods.”
“Would be better called John Wayne and Davey Crocket. Placed order, on day of despatch said delayed 2 weeks. Sent my dissapointment via email. They said they would reply in two weeks! Very very poor.Summer will over before they do what they should.”
“I ordered plants 3 months ago & am still awaiting outstanding items. Poor quality plugs, half of which died despite being cared for as instructed. I have now had an email informing me that the remaining items that I ordered will be delayed & not arrive until mid July. Summer will be over before I even receive my bedding plants. All items are massively overpriced compared with garden centres. Unfortunately due to lockdown restrictions I was unable to purchase plants from my local supplier.
I will never use Thompson & Morgan again”
“I ordered some plants from Thomson and Morgan in April. Some arrived but some did not, although their tracking system said it was delivered and signed for. I emailed several times to tell them it was not delivered and definitely not signed for by me. They replied each time to say they would reply to my email in 14 days. They never did. So I put in a claim for a refund through Paypal. They rang me and eventually agreed to give me a refund. They said it would take seven days. Fourteen days later it had not been refunded so I escalated the Paypal claim. They did not reply to Paypal within the time allowed, but I did eventually get the refund from Paypal.
Do not use this company. All other garden centres and online retailers have coped during this pandemic. Thompson and Morgan closed their telephone lines.
I repeat do not use this company. Get your plants elsewhere.”
“I wish I had read reviews before I ordered plants. How disappointing the plants have been so far and not what I would consider cheap. They have been quite sad and I'm still awaiting my last two with trepidation. I was recommended to T & M by a friend who is a well known gardner so I shall definitely put her in the picture and advise not to recommend anyone else ☹️ I am a vulnerable over 70 living on my OAP and this was meant to be a treat as I don't want to risk garden centres at the moment. My excitement at receiving my plants has turned into total disappointment. I almost feel guilty writing this as there is so much sadness and confusion going on and I'm griping about poor quality plants. Sorry for that but I hoping other people read reviews before purchasing and in all fairness I might just be one of the unlucky ones.🌼💐 I've had my say.”
“I have had superb plants from this company in the past but this year has been a disaster. I've just realised I haven't even received my tomato plants yet. The plants I did receive were small, not healthy and most are struggling. I am so disappointed I cant tell you. I know it's been a strange year but if the quality wasn't there you should not have supplied customers. Gutted”
“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.”
“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”
