“Missing 50% of plants even though the delivery note said delivery in full. Sent 3 emails now with no response and like others have said there are no phone lines. I appreciate we are all living through tough times but not replying to multiple emails is poor service as you can do that from home office.
Also.....in the time I've been waiting for a response for my missing plants I have received 7 mails from their marketing team trying to get me to purchase other items.....I don't think so, one bad experience is enough š””
“Order received late with plants ruined after so long in the post. Unable to speak to anyone and emails go unanswered. If they are unable or unwilling to engage with disguntled customers , then they should cease to blitz everywhere with their promotions as they evidently are not set up to operate properly.”
“Absolutely terrible. Iāve had 2 deliveries of fuschias plugs both of which turned up mouldy, was hopeful of about six surfing but they also shrivelled and died . The same thing happened with my Busy Lizzie, all 36 of them I had to completely abandon. The only good thing, they did refund my money for these items. I have been waiting for a bag of compost for 10 weeks, keeps saying on my order status āthere has been a delay, allow 14 daysā really!!Have requested cancellation of this order and have been advised unable to cancel as in picking. Not really my problem, all too late now, Iām going to have to buy some. I will NEVER order anything from this company again. They should not have taken the order if they could not supply the goods in good condition and good time. TERRIBLE.”
“I placed an order on 27th May 2020, (Ā£42.97) did not even get email with order number on, so its impossible to trace my order on PC, or delivery date. Have tried to telephone 3 times, but not one person is answering the telephone. (yes we have Covid 19). After sending 2 emails to ask for delivery ect. I receive a reply saying do not contact again, check my order on line, I would if they had sent details, shame they don't work as quick with deliveries as they do taking money out of bank accounts. I have never known such ignorant customer service.”
“9 Penstemon plug plants
ordered in april/ may
First order last --second order 7 of 9 dead and broken
third order 8 out 9 dead
a waste of time and money ,e-mailed 5 times for a refund
no word from customer services not happy with T&M”
“No stars. This company is a complete disaster. I ordered Ā£86 worth of plug plants on April 10 - to date only a tiny proportion have arrived and most of those are dead. No response via email. Telephone line suspended. I will complain to trading standards.”
“Plants arrived badly packed, so crushed and broken. Plants have all been weak, dead, dying or diseased. Recommended to family members and all their plants have arrived in same condition. No customer service. I have used them in past and reasonable service and plants. I will not be using this company again. I have worked in horticulture for over twenty years, never experienced anything like this”
“Iām also having problems with Thompson & Morgan. Had one delivery - all plants arrived dead, theyād been despatched to us a Thursday of a Bank Holiday weekend. Sent an email straight away on 12th May - heard absolutely nothing!! STILL waiting for our Apricot Shades Begonias, which were supposed to arrive end April!! I see today theyāre on special offer???? Donāt bank on receiving them. And - they are not taking calls. Very FRUSTRATING company, to deal with. Totally agree that they are taking advantage of people trying so hard to get a little bit of pleasure from their garden, in these very trying times. Money is very tight for most people, can ill afford to just throw it away.”
“First and last time I will order from you, have ordered 3 lots of fuschia plugs, first arrived dried up, just stalks and random leaves on bottom of package, second lot slightly better, trying to grow them on, but little hope of rescuing them, third package arrived today, 15 in all, 4 were at least alive, the rest dried up or going over, have tried to phone and send emails to no avail, will be contacting Gardeners World who had a 2 page spread on Thompson and Morgan to advise them of my experience. Particularly as have been unable to contact anyone. All I can say is buyer beware.”
“APPALLING, IGNORANT AND ABUSIVE SERVICE. It cannot be legally trading when they think they can treat fully paid up customers with such contempt. I have been waiting weeks, I am supposed to have had delivery of 30 begonias and 30 marigolds by now, nothing has arrived. Got a feeling they will turn dead and mouldy like the other complainant. The Cosmos arrived yesterday, packed badly 5 broken. Delivery note on top of box says back order of 30 geraniums. So what has happened to the begonias and marigolds. Can't telephone them and they completely ignore e mails. I too have never been treated so badly by any company. These pirates have cashed in on the Coronavirus and taken advantage of people looking for a little bit of happiness and enjoyment in their gardens during such awfully trying times. SHAME ON YOU. THE SUMMER WILL BE OVER BY THE TIME WE GET OUR PLANTS. What a terrible way for a once prestigious company to end up. You want to try being on the receiving end of this downright despicable fraudulent service. I WANT TO KNOW WHERE MY PLANTS ARE AND DEMAND A REFUND IF THE ARRIVE UNUSABLE.”
“I have put an order in with this company, or haven't I?
They have taken my money and I have heard nothing, no confirmation of order no nothing.
This is from 6 days ago!!
After reading the reviews on here it looks like they won't have a business left.
I'll give it a few days then I am going to contact the trading standards!!
If they are busy fair enough,explain on the website.”
“Out of 45 plants ordered, most dead on arrival = long delay TOO plus VERY flimsy packaging. After one week only three still alive. Cannot get any response from T-M by E mail and telephone closed. One star really is too much. Photos available - but rather like some of the other review pics.
VERY VERY disappointed
John P”
“Read all the other poor reviews. Mine is the same.
Poor plants with no customer service despite writing and contacting them on 6 occassions.
They have my money and in exchange I got dead plants.
I think that is known as corporate theft.”
“Ordered some seeds 10th April. Chased countless times. Now 2and June still not arrived. Truly appalling customer service. Never buy from Thompson and Morgan”
“plants taking between 1 week and over 2 weeks to arrive - sent by Royal Mail and arrive in a shocking state. Rotten, dead and not worth even trying to plant. Other providers sending via courier and arriving in perfect condition in 2-3 days. Will not use T&M again - waste of money”
“Having to give 1* as no Zero! Ordered 48 Geranium plug plants on 2 April. Told despatch would be end of April which was fair enough . Still no plants and we are now in June. Several emails ignored apart from the standard generic posting saying a reply would be in 7-14 days!! . No response. No telephone calls possible. Have asked for a refund as plants too late now! No refund has been made. Request ignored. Generic email again asking not to send emails as busy. I understand we are in difficult times but this is ridiculous and totally disgusting customer service.
Had I read these terrible reviews beforehand I would not have ordered from Thompson and Morgan. Shocking company and will never use them again. Disgusted.”
“I ordered my plants 23 March which I understand was a bad time due to lockdown. I ordered Busy Lizzieās and perrenial plug plants. I got my first lot of plants the perrenials in May but they arrived in a very poor condition. I attempted to pot some of the plants but they died in a few days. I complained to M&T who said they would send replacements. When they arrived they were in poor condition and most I could not save. I then had the busy Lizzieās arrive and they were worse than the others I got. Iāve emailed to ask for my money back. I know itās only Ā£30 but nothing arrived in a plantable condition. Iām appalled you arenāt taking phone calls and Iām still waiting for answers to my emails. A friend in Scotland ordered plants the same time as me and hers arrived almost dead too.”
“I am giving one star as I canāt give zero stars! I put in a large order of plants (about fifteen sets of different varieties) with Thompson and Morgan because I did not think we would be able to get plants from our usual local sources. What came has been disgraceful. The mini plugs are so tiny they mostly die. The latest set to arrive were dead and totally dried up. The jumbo plugs were root bound as the roots had been confined in a tiny plug for far too long. The leaves were folded into the package as they were too large to fit, hence most were broken and damaged. One set of plants were substituted without any confirmation of that. Perhaps they are having difficulties, as commerce everywhere is problematic during the pandemic. However they should be ASHAMED of the plants they are sending out, especially as their prices are higher than most high end garden centres! May I never need to use them again!”
“Worst company I have ever dealt with. Inferior plants ( the ones that arenāt dead) appalling customer service.
First lot I ordered did not arrive, I emailed and asked for a refund, when they finally answered, about 10 days later, they said it was too late to cancel as they had sent a replacement order out to me and I would be pleased with them when they arrived. Out of 36 plants about 30 were dead and the others were hanging on for dear life.
Never ever use this company again.”
“DO NOT ORDER FROM THIS SO CALLED COMPANY. My experience is too lengthy to detail but after placing an order I've been given the run around on delivery, no contact, no answering of emails. This is going to the Ombudsman, they shall not be allowed to get away with this.”
