“Do not buy anything for your garden from Thompson and Morgan.
The website promises delivery within 21 days. Which in itself seems a little slow for a nursery.
I have ordered tomato plants on 5th May. No contact from Thompson and Morgan whatsoever. I wait until 26th May to enquire using my order number and receive an automatic generic reply.
I email customer contact again and apparently my order is due to be despatched 8th June UNDER A DIFFERENT ORDER NUMBER.
Plant delivery 1*from 5
Customer service 1* from 5
Plant quality ? ( independent reviews suggest 1* from 5 )
Should Thompson and Morgan actually get around to delivering my tomato plants ( let’s imagine they do ) they will be weeks behind.
DO NOT BUT FROM Thompson and Morgan”
“The same problems as other reviews
No customer service.
Geraniums not delivered as there’s a delay so want to cancel and get a full refund for plants and postage as the plugs I received earlier were diseased. The garden ready plants won’t even be garden ready looking at other diets and middle of June. Not on.
Very disappointed and to receive an email saying they’ll respond in 7 - 10 days is appalling.”
“Incompetent
Incompetent, no phone service , clearly to stop complaints.
They take your money on the basis of providing you with plants, there are three people all who ordered separately who have bee utterly duped by terrible service and utterly abysmal quality.
Have ordered from local nursery who opened again recently , fantastic click and collect , great plants why are Thompson and Morgan still going ,
I Will NEVER USE THOMPSON & MORGAN AGAIN”
“Terrible plants, & even worse customer service! I placed a £120 order in beginning April. Plants I have received are tiny & weak and most are unusable, I’m still waiting for rest of order which is quoted for dispatch end of June! Far to late, yet they’ve taken all the money of course! No response to any e mails.
Absolutely disgraceful, I will never use Thompson&Morgan again and would warn anybody not to !
I’ve asked for all my money back. I’m so disappointed in this company.”
“We ordered two fuchsia hanging baskets for delivery in May as well as a number of other items (order no SO002454540. The hanging baskets arrived 10 days ago in damaged packaging that had been "repaired" by Hermes their courier company - who are incidentally one of the poorest rated courier services. The baskets were dried out, badly damaged, with soil out of the baskets and the packaging repaired by Hermes.
Thompson and Morgan unlike most organisations no longer have customer service staff answering phones - the only contact is by email which, it would seem, is not answered (apart from a computer generated reply). If ignoring your customers (we have been one for many years) is "Excellent Service", what does poor service look like! Come on Thompson and Morgan.”
“Pirate's of the Garden World.
In my opinion they are crooks, they've mugged me for sure, they are either incapable, incompetent or just damned right ignorant. I was sent a dead plant, I emailed them straight away heard nothing for over a month, emailed again over a week ago, nothing. I even sent them photo evidence. I've told family and friends not to use them and asked them to inform as many people as possible via social media to avoid them. During this pandemic many have come up trumps, unfortunately others have turned out to be pure scum.
Please avoid at all costs.”
“Just received my order of geraniums from yourselves and to say I am disappointed is an understatement. I tried to download a photo is notable too. I knew before opening these that there was a problem the package was stinking.On opening the 10 plants had no leaves the stems were black.the package is dated 15/5/20 just arrived today 30/5/20 there is also another stamp 25/5/20. Why has this package taken so long to send. I also ordered with this begonias 30 plants got 16 out of that lot. Have used Thomson and Morgan many times but so unhappy with this I will not be using again. I am looking for a refund for these plants. Have photos which unable to upload on your system.”
“DO NOT PLACE ORDERS - MONEY IS TAKEN BUT ORDER NOT DELIVERED AND NO CUSTOMER SERVICE WHATSOEVER
Placed order 01/05 for a birthday on 26/05
11/05 email advising order dispatched
18/05 After tracking the order multiple time’s and finding the tracking was stuck on ‘its on its way to you today’. I rang T&M but nobody answering phones so I emailed and got an auto acknowledgement advising somebody would be in contact in 7-10 days.
30/05 No contact from T&M. The birthday (26/05) has passed.
YOU SHOULD NOT BE TAKING ORDERS AND PEOPLES MONEY OF YOU CANNOT OFFER A BASIC LEVEL OF CUSTOMER SERVICE.
Yes we expect deliveries to take longer in this unusual situation but as the vendor you are still responsible for ensuring the order is delivered.”
“March order for compost still not despatched! Plug plant s received so small need magnifier to see them. Other plug plant's still no idea when they will arrive. Have ordered from several other companies during this lockdown and all received in good condition and on time”
“Sadly awful quality most plants either dying or dead on arrival. I would seriously suggest people do not order plants from this firm it’s a waste of your money and time. Very disappointing”
“I echo the recent reviews save that they are over generous
After complaining about tomato plants not being delivered after 2 months they proudly tell me that the new delivery date is March 2021
It is near fraudulent to take your order and then offer to deliver a year late
They do not reply to complaints”
“Still waiting for plug plants ordered early March.Many promises- 2 weeks, 5 days, end of May(personal from customer services), 14th June.
Blame virus but article from Guardian 16th April 2019 show service was just as bad "Plant firm Thompson and Morgan sew seeds of despair "”
“See the pics and judge for yourself. Garden ready plants, really? I’ve had to plant them in trays hoping that over the coming weeks they might flourish. Can’t wait to see the remainder of my order, apparently in transit. God only knows what condition they will arrive in.”
“I ordered 4 plants. The 1st to arrive (should have been a lilac) was a different plant to that ordered (probably agapanthus) in a smaller pit than described, but labelled up as the correct plant. The 2nd was good (a different lilac) (pic of the 2 together attached). The 3rd and 4th (buddleja) arrived a week after they were handed to the courier looking in terrible condition. One of them might survive with some luck. Customer service is non-existant. I can't review plants on their website, that must be some hidden button for employees, friends and family. Hugely out of pocket. Extremely disappointed.”
“Almost £90 order out of that have probably 15 plug plants I have managed to nurture back to some kind of life the rest arrived battered and dead. Customer service is non existent never again will I order from thompson & Morgan”
“I am so fed up. Ordered over £30 worth of plants. 3 types. 1 order arrived 2 months later 7 out 10 plants dead, next 2 was later 70% dead, last part of order still not here. Have sent 4 e mails....received computerised reply saying they will get back to me. They don’t. Have asked twice for refund. Received nothing. VERY ANGRY 😡 No number available to call them. Will not be using this site again.”
“Ordered 6 potted tomato plants , only received 3 , which were rather battered . They are now recovering minus lots of their leaves ! I have emailed them twice with no response as yet . This experience has made me wary of ordering from Thompson and Morgan again.”
“Plug plants either don’t arrive or arrive dead or others very poor quality. I’ve tried to cancel my remaining order but they just don’t reply. I am going to take this further. Awful awful customer service. Avoid.”
