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“Goods didn't arrive, no refund”

written by on 15/07/2015

Do not be tempted by the bargain prices and make the mistake of ordering from this company.

I ordered a £100 garden seat as a birthday present for my Dad. I waited in for several days for promised deliveries - at great inconvenience. I even paid extra for the priority dispatch (3 days) to ensure the item arrived in time for my Dad's birthday. Two weeks later it hadn't arrived.

Communication from this company is diabolical. They didn't let me know when items were due to arrive so I didn't know when to wait in. Then I had to keep chasing them to ask what was happening. Then they promised a fixed time, I stayed in all day and nothing arrived. When the courier couldn't find my property they just went away again. No one bothered to call for directions, or to tell me that the item wouldn't be delivered that day, or to give an alternative date for delivery.

Their customer service lines are always busy (probably all the dissatisfied customers ringing up to complain) and each time I rang I was on hold for 30 minutes or more before getting through. No one answers emails either.

When you finally make contact with a member of staff they seem pleasant enough but just fob you off by telling you the item is out for delivery (every time you speak to them) without resolving any problems.

Eventually I was told that the couriers had left the item at wrong address, and were then going back to get it and would redeliver that day. After than there was no further communication.

Fed up, I rang to cancel my order and was told I would have to wait for the item to be returned to the Greenfingers depot before I got my refund. The couriers appear to have lost the item so that seems a little unfair.... My contract is with Greenfingers, not the courier, and they are legally obliged to refund. Next stop, Trading Standards.

Avoid this company at all costs, because if things go wrong, it really is not worth the many hours, days or weeks it takes to get things resolved.