1st & last time

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  • Customer Service

  • Quality of website

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Guest's review of Thompson & Morgan www.thompson-morgan.com

★☆☆☆☆

“1st and last time”

Written on: 29/09/2013

I ordered in September plants for my daughters wedding arrangements for June. The cornflowers "the bride" despatch by end of March 2014 it said. That is when I wanted the plants. However, 10 days later still in September they turned up. They were the smallest plugs I have ever seen and had been sent 2nd class royal mail. Consequently 3 of them were beyond saving and the others were very yellow. I paid £4.95 postage so expected 1st class posting. I now have to overwinter these plugs which I did not want to do. As they cost £9.99 before postage these plants have now worked out at over £1 each and add in the postage and they are £1.50 each and I shall be very surprised if the remaining 9 survive. First time using T & M and my last. I emailed to complain and got a voucher code for £10 off my next order and a silly explanation that plugs are despatched 2 weeks either side of expected date. Mine were 6 months before expected date. I dont even want to use the voucher now with them.

  • Goods purchased & cost

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Braidman's Comment

Written on: 29/09/2013

Best thing is to e-mail them and ask for your full money back, making sure they include the cost of postage as companies are very,very good at forgetting on purpose postage costs!

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Thompsonmorgan's Comment

Written on: 30/09/2013

Thank you for your review

I am very sorry to learn of your recent experience with Thompson & Morgan and even more so because your issue has not been resolved to your satisfaction.

We value your custom and I am very sorry for the disappointment caused. This is not indicative of our usual service and I hope you will give us another try.

If you can kindly provide me with your order number, I will be happy to investigate this matter further for you.

Kind regards

Natalie
Customer Care
Thompson & Morgan

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Wilyconsumer's Comment

Written on: 30/09/2013

Order No W4642525
Your ref: TM1063723X
I have already had a response to my email of 21/09/13 which did not address my queries especially about the PolianthesTuberosa bulbs which she appeared to think were spring flowering bulbs when they are in fact extremely delicate summer flower bulbs.

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Thompsonmorgan's Comment

Written on: 02/10/2013

Hi,

Thank you for your reply.

If you can kindly check your inbox I have emailed you personally and I hope I have been able to resolve your query to your satisfaction. If there is anything I can do to be of further help, please let me know.

Kind regards

Natalie

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Wilyconsumer's Comment

Written on: 02/10/2013

I have now been contacted direct by T & M and have been promised a refund and replacements at the due time. It is good to know that these reviews are looked at by T & M and that they do actually do something to redress bad comments. Its a shame that we have to post a bad review before our complaint is dealt with properly. I had complained but did not get a satisfactory response. My poor feedback remains as it relates to quality and email response I received as a customer but I hope T & M do indeed learn from the general level of reviews on this and other sites.

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