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“Very poor customer service”

written by ianrsharp on 04/02/2014

I made a compliant about poor customer service two weeks ago. I am still awaiting a response. I have copied my complaint below. Sorry it's a bit long. Perhaps they will respond now.

Rhino Greenhouse complaint

I wish to complain about the service provided when I bought a 6x10 Rhino Premium greenhouse. When I visited the showroom north of Baldock I was very satisfied with the information given and placed my order with confidence. I did not ask about getting the greenhouse erected because I was in the process of having my garden landscaped and thought it sensible for the gardener to do it. The landscape gardener we used has erected many greenhouses and thought it would be approximately one days work. He duly quoted a price based on this.

After one day, the gardener and his assistant only had half the frame constructed. Some pieces were missing and I rang your customer service department and they sent the missing items. I also mentioned that the gardener had found the construction very complicated and was taking much longer than he had anticipated. The person I spoke to said that this is common and some take three days to do it whereas you have recommended assemblers who can easily assemble them in one day. I was also told how much your recommended assemblers typically charge, which is less than my gardener's quote. I stated that it is a shame that this was not pointed out to me at the time.

Eventually my gardener has finished, having with his assistant taken four days to assemble the greenhouse. This is some time after he started because he had to fit in completion of the work around other jobs he had agreed to do. I have given him an additional £100 to partially compensate him for his extra time. I was luck that he has been good enough to honour his agreement to assemble the greenhouse. Many would have walked away.

When I was asked to provide feedback some time ago I gave a very low score for service and explained why. I couldn't give a score for or comment on for the product because it was still only half built. Despite my negative feedback, no one from your company thought to come back to me, which is very disappointing.

As this is deepest winter I can still not comment on the greenhouse itself, which was only completed this week. It looks fine and will hopefully give me many years service but I am sure you can understand that at this time I am a very unhappy customer. My landscape gardener has lost out and I have lost out. All of this could have been avoided if when I bought the greenhouse it had been pointed out that your greenhouses are more complicated than most to build and people without experience of them typically take a lot longer than your recommended assemblers. I could then have made an informed decision about how to proceed.

I look forward to receiving your response and hope that you consider improving the information you give potential customers to reduce the risk of this problem recurring.

Yours sincerely

Ian Sharp