Poor customer service

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AH27's review of Thompson & Morgan www.thompson-morgan.com

“Poor customer service”

★☆☆☆☆

written by AH27 on 06/01/2017

I ordered a Christmas tree. It was delivered but was very disappointing a few bushy layers at the bottom and the rest a stick. They asked for a photo which I sent but I heard nothing back.I am still in dispute with them, they say they contacted me to say the photo was not good enough to warrant a refund but I could have a voucher. No apologies. They are missing the point of customer service, I was a loyal customer who valued their service but no longer

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Thompsonmorgan's Response to AH27's Review

Written on: 07/01/2017

Hi there,

Thank you for taking the time to review us, our products and our services.

I'm sorry to hear that we've failed in our commitment to you.

May I ask you to reply here, with your order number please? I hope to be able to find a speedy resolution to this unfortunate incident.

Our warmest regards,

Richard

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Thompsonmorgan's Response to AH27's Review

Written on: 09/01/2017

Hi

Thank you for your review, I am pleased to say we have now located your details.

I am very sorry that you were disappointed with your Christmas Tree. I can confirm that after receiving your initial complaint regarding your tree we requested for a photo to be sent which is standard policy for many online retailers.

Under our 100% guarantee we ask for photos to be provided to accompany any complaint with our products as we do not like to ask our customers to encounter any inconvenience by sending the goods back to us. By providing photos we can ascertain any damage which may have been caused in transit which we can claim from our couriers or investigate if there may be an issue with the goods which could factor in future despatches.

After receiving your photo on the 8th of December we were sadly unable to see any fault with the tree or make out the photo as this was very blurry and unclear. Following this we then sent emails on the 10th, 13th, 16th and today asking for a clearer photo to be supplied so this could be investigated further with your query. As no further photo was provided we were unable to move forward with your query. However, I have been advised that since posting your review you have spoken with one of our Senior Agents and I am pleased to hear that you have chosen to accept the voucher we offered.

If there is anything further I can do to be of further assistance, please do not hesitate to get in touch.

Kind regards
Faye

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