Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
Order number: 396800673 placed on 09/04/2008 - still no goods received despite them being available all year. Gardening Express don't answer their 'support tickets'or their telephone. I will also be reporting them to watchdog.
On the 16th April I purchased several large cherry laurel plants from this site totalling £399.60. The site offered delivery in 3-5 days for plants in season/stock, otherwise delivery could take up to 15days. I needed the plants to be delivered within the week for a large landscaping project. Cherry laurel are not 'seasonal' & there was nothing on the site to indicate that the plants were not in stock. Had they not been in stock I expected quite naturally to be notified so during the online processing procedure. My order (401320482)went through, £399.60 was debited from my account immediately & I had every reason to assume I would take delivery of the plants in the next five days.
Five days later I became concerned at having heard nothing from the company regarding delivery. Plants I'd purchased from other suppliers had all arrived & needed to be planted in. I was unable to do this without the plants from Gardening Express.
I tried to contact the Company by ringing the only telephone number advertised. Initially I was informed that the line was experiencing problems & that engineers were attempting to resolve the problem. On numerous other attempts a recorded message informed me that the business was overwhelmed with customer calls & that I should use the web sites online 'ticketing' system to raise any queries. This was all very well but I had in fact been trying to do this on & off since placing my order, initially so as to try & ascertain how the order was progressing. In exasperation I e.mailed the company on the 24th of April explaining that I'd been unable to log on to my 'account'. Inexplicably I suddenly found that the following day I could log on, using the exact same username & password I'd been trying all along???? I immediately used the support ticket system (what a load of nonsense) to ask when I was likely to get the delivery. I got my first, only & last response from them the following day which read "Hi, we are aiming to ship this coming week & will drop you an e.mail as they leave us".
My instincts were by now already telling me that there was something not quite right about the way this business was operating. The business appeared 'faceless' & I started to feel distinctly uneasy about the amount of money involved in my 'purchase'. I felt the response to my question regarding delivery was very vague & this reinforced my unease.
I googled the company name & immediately became aware of Blagger.com & at least three other similar sites, all of which detailed many complaints from disgruntled customers about the company. My order was still showing as 'being processed' & still is to date & so I felt I was justified in to cancelling it. I used the online ticketing system to notify the company & the following day on the advice of Trading Standars/Consumer Direct I e.mailed a formal letter to Chris Bonnet, the so called 'founder' of the company, reiterating again that wished to cancel the order & receive a refund. I have heard nothing since. I am anticipating having to pursue the business for my refund through the small claims court and, having read of other people's experiences with the company, I'm actually rather hoping that it comes to that because then I can claim interest on my money & claim back the court fee from Mr Bonnet too! I think that if all Mr Bonnet's fed up customers were to utilise MoneyClaim online to pursue him for what they are owed (no matter how small the amount) he would no longer be able to continue operating in this manner. Too many people have quite understandably not felt the 'fight' with Gardening Express worth their time & effort & have seemingly just written off what they are owed. The Company's business practice seems to rely on their customers feeling this way & giving up the chase. Their future customers need to be warned & so with that in mind I've already alerted BBC Watchdog to them.
How frustrating this company is. They have taken my money and I have received no plants. They are impossible to get hold of. Have read a lot of the other comments and it seems I have also been duped. Granted this has only been going on for just over a month but if you cannot get a company to communicate with you how are you going to get any resolution. I will not be letting this go and will seek advice. Meanwhile, until this company gets themselves sorted, I strongly advise not to use them unless you want to spend hours trying to chase them up or throw your money away.
Ordered 4 trees at cost of around £120, the two largest were priced £40 each.
On (eventual) arrival one was snapped about one third the way down. Contacted company via their "raise a support ticket" system asking for a substantial refund or a replacement.
Therein commenced a most tedious, unpleasant and long-winded correspondence via the "tickets" system which each took 24-48hrs turnaround.
I got the sense that they really wanted to make the whole process difficult in the hope that I would eventually go away - which in the end I did.
They offered £10 off but I said that I wanted more or would prefer to pay the full price for a full sized tree to match the other one purchased.
They then informed me that I would have to return the tree myself via the post, and they advised it was insured by me in case of damage on the return. I repeatedly asked how should I return the tree (originally 9ft but now ~6ft) and how would I be refunded for the return postage/insurance. They eventually informed me - after much prompting, that::
they did not refund postage/insurance for return of damaged goods!
Under these circumstances I had little option to accept the £10 off and keep the damaged tree.
When I informed them that I was going to complain on a website complaints board, they then issued direct threats about their Legal Dept taking action if I said anything other than the facts.
A most unpleaseasant shopping experience.
Avoid this company at all costs.
As a postscript,
When I came to plant the trees one of the large ones (9ft) had virtually no root system - just a stump with two small filamentous roots each about 4" long. Don't give much chance for its survival this summer.
I must say that I have used Gardening Express on numerous occasions over the past few years and have never had one problem.
All the plants I have purchased have been in excellent condition.
As far as I am concerned they are a good company and I will use them for years to come.
My order was acknowledged and my credit card debitted on 8th October 2007, as yet not one plant has been received. The telephone number on the website appears to be unmanned and support tickets take days to receive an answer - I have lost a good client due to the poor service received from this company - I will never use them again.
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We had a lot of trouble getting our money refunded after the failure of this company to deliver our plants. Eventually the Trading Standards people got involved and suprise, suprise we had our money returned. No hint of remourse from Gardening Express; another suprise, suprise!!
why, oh why, doesn't this firm ever respond to their support tickets. I ordered 2 plants at buy one, get one free. They sent the two, promptly and in good condition but as yet, despite many requests ( first support ticket raised on 27th July ) have failed to send the two free plants. The offer is still on their website. I feel very let down by their lack of response and only wish I had found this website and been warned before placing an order. Buyers Beware
i ordered two trees back in april cust order no 266020479 worth £80.00. you promptly took the funds direct from my account but to date i have not heard anything-i have treid calling but just get an answer message - i have tried logging onto my account with no success.i have tried e-mailing with no response. All i want is my order. if you are not prepared to contact me within the next 7 days i will report your compnay to all concerned also BBC WATCHDOG. All i want is my orderor my money back!! please contact me!
Order No 223320633
I placed an order in March and posted a ticket to cancel on 7th May as the items had still not been received and were intended for spring planting not summer! I then sent a letter to cancel the order and request a refund and submitted further postings (none replied to). I finally received an email on the 13th June saying that a refund cheque would be sent. This has still not been received despite further postings - again, none of which have been responded to. Following advice from Trading Standards I sent a recorded delivery letter on the 27th June advising that if payment was not received by 9th July I would have no option but to go to the Small Claims Court. As has been mentioned by others, Gardening Express is very keen to take our money but shows no intention of repaying it when goods are not sent and orders are cancelled - this is despite an email confirming that they would do so! I would certainly NOT recommend Gardening Express to anyone.
Order Number 221270020
I placed my order with these people on 25th March and like others here my account was debited Pronto yet I havent receieved a single one of over a £100 worth of plants. I cant log in to may account with them and no one answers emails or phonecalls. I too am now reporting them to all the relevant bodies and am going to do everything in my power to get my money back. The most disgraceful company I have EVER used online and I shop online ALOT.
IT IS OBVIOUS THAT DESPITE OUR BEST EFFORTS AND NOTIFICATIONS OF OUR PRACTICES AND REFORMS THAT YOU REMAIN UNHAPPY WITH THE WAY OUR BUSINESS IS CONDUCTED. WE THEREFORE SUGGEST, THAT TO AVOID FUTURE DISSAPOINTMENT, THAT YOU DO NOT PLACE ANY FURTHER ORDERS IN THE FUTURE.
WE WOULD LIKE TO BRING TO THE ATTENTION TO THE OTHER POSTERS ON THIS BOARD THE FOLLOWING INFORMATION/FAQ, WHICH SEEMS TO BE THE MAIN PROBLEM YOU HAVE, SO THAT THEY THEMSELVES DO NOT EXPERIENCE ANY SIMILAR DISSAPOINTMENT:
Can I Contact you by Phone?
We prefer you to contact us by logging into your account and raising a support ticket - this enables us to respond to all your queries quickly and efficiently. Please ensure that your order number is included in all correspondence. Corresponding via this method has a lower cost to us than a call centre, and we have built this lower cost into our prices passing the savings on to you. Please note that in surveys, our customers have overwhelmingly and consistently said they wanted cheaper prices over anything else.
REGARDING OUR VARIOUS POLICIES STATED ON OUR SITE, (OUR FAQ'S, T'S AND C'S ETC) IF POTENTIAL CUSTOMERS ARE NOT HAPPY WITH THESE THEY SHOULD NOT PLACE ORDERS, AS IT IS BY THESE THAT WE CONDUCT OUR TRANSACTIONS ETC. AS PREVIOUSLY STATED IT WAS MERELY COINCIDENCE THAT YOUR QUERIES WERE REPLIED TO ON THIS BOARD AT THE SAME TIME AS YOUR DIRECT QUERIES WERE DEALT WITH BY A DIFFERENT TEAM OF STAFF. PLEASE BE ASSURED THAT CHANGES ARE IN PROGRESS THROUGHOUT OUR BUSINESS TO MAXIMISE CUSTOMER SATISFACTION, AND ADDRESS PROBLEMS HIGHLIGHTED IN A SMALL NUMBER OF ORDERS WHERE PROBLEMS MAY HAVE OCCURED DUE TO THE UNPRECEDENTED PHENOMENAL GROWTH OF OUR BUSINESS.
FOR THE RECORD REGARDING POST christinedraper at 2nd Jul 2007, 12:41PM, THIS CUSTOMER ORDERED ITEMS THAT WERE OUT OF SEASON. THESE WERE ONLY RECENTLY AVAILABLE, AND BACK ORDERS FOR THESE WERE BEING WORKED THROUGH, ALTHOUGH IT DOES APPEAR COMMUNICATIONS REGARDING THIS ORDER SLIPPED THROUGH THE NET, AND SYSTEMS ARE BEING PUT IN PLACE TO AVOID THIS IN THE FUTURE. SUCH BACKORDERS ARE HANDLED IN ACCORDANCE WITH OUR T'S AND C'S, AS THE ITEMS SHIP WHEN THEY BECOME AVAILABLE AGAIN.... I.E. SUMMER PLANTS ORDERED IN NOVEMBER WILL NOT BE DELIVERED UNTIL THE FOLLOWING SUMMER AND SO ON.
Once again, you being a trifle slippery. Your contact details on your website are as follow: relevant passags in inverted commas:
Contact Us
The 'best' (PLEASE NOTE, ' BEST', NOT ONLY!) way to contact us is via logging into your account and raising a support ticket. It is our policy to respond to all messages within 3 working days, Monday - Friday.
Please note we do not offer a message and call back 'service out of hours.'
THE RELEVANT SECTION HERE IS 'OUT OF HOURS' THIS IS IN DIRECT OPPOSITION TO YOUR CLAIM THAT YOU DO NOT RESPOND AT ALL EXCEPT THROUGH YOUR TICKET.
24/7 Order Hotline: 08000 33 61 61
IF YOU CAN TAKE ORDERS ON THE PHONE WHY CANT YOU RESPOND TO PROBLEMS ON THE PHONE?
WE DO NOT, NOT HAVE WE EVER, OFFERED A CALL BACK SERVICE. OUR OVERSPILL AND OUT OF HOURS AUTOMATED CALL ANSWERING ADVISES SUPPORT TICKETS TO BE RAISED ON OUR SITE. WE ARE A WEB BASED, RATHER THAN TELE-SALES BUSINESS, SO THIS IS THE WAY TO CONTACT US - THROUGH THE WEB.
THEN WHY DO YOU HAVE A CUSTOMER SERVICE TELEHONE NUMBER IF YOU DONT INTEND TO ANSWER THE CALLS?
YOUR MESSAGE ON THAT NUMBER IS ACTUALLY : ' WE ARE TRYING TO CONNECT YOU, IF NOBODY IS AVAILABLE TO TAKE YOUR CALL PLEASE CALL BACK LATER OR RAISE A TICKET' YOU DO GIVE THE OPTION FOR PROBLEMS TO BE RESOLVED ON THE PHONE NOT JUST THROUGH WEB RAISED TICKETS.
'But, how easy and non-time consuming would it have been to respond to tickets , emails and phone calls with a simple automatic 'we are experiencing an unprecedented amount of orders and are restaffing, please bear with us'. A lot less time than it takes to argue the toss on here, I'll wager.
THIS IS EXACTLY WHAT WE WERE DOING ON A DAILY BASIS TO THE THOUSANDS OF REQUESTS RECEIVED, IN THE INTERIM OF GETTING BACK TO CUSTOMERS WITH MORE DETAILED INFORMATION.'
THOUSANDS OF CUSTOMERS WITH PROBLEMS?
B)Your inability to respond to telephone messages left because of your inability to answer your telephone.
WE DO NOT, NOT HAVE WE EVER, OFFERED A CALL BACK SERVICE. OUR OVERSPILL AND OUT OF HOURS AUTOMATED CALL ANSWERING ADVISES SUPPORT TICKETS TO BE RAISED ON OUR SITE. WE ARE A WEB BASED, RATHER THAN TELE-SALES BUSINESS, SO THIS IS THE WAY TO CONTACT US - THROUGH THE WEB
NOT TELE-SALES? MAY I DRAW YOUR ATTENTION TO THE ABOVE - YOUR SALES HOTLINE TELEPHONE NUMBER.
D) It wouldnt take a leap of genius to realise it should be .com and add .com to AOL.
AGREED, HOWEVER NO ONE WOULD HAVE SEEN THIS!!
HAD YOU LISTENED TO THE MESSAGES I LEFT ON THE ANSWER MACHINE AFER BEING DIRECTED TO DO SO BY YOUR OWN ANSWER MESSAGE, YOU WOULD HAVE HEARD IT. WHAT IS THE POINT OF HAVING A CUSTOMER HELP LINE IF YOU DO NOT INTEND TO USE IT. OUT OF ALL THE TIMES I RANG AND LEFT MESSAGES, I WAS ANSWERED BY A HUMAN TWICE - HARDLY A FULLY AUTOMATED SERVICE. ONCE I WAS ADVISED BY THE PERWSON ANSWERING THAT YOUR SYSTEMS WERE DOWN AND SHE WOULD CALL ME BACK, THE SECOND TIME BY POSSIBLY THE ONE HELPFUL PERSON IN YOUR WHOLE ORGANISATION WHO ACTUALLY LOOKED AT MY ORDER AND GAVE ME SOME HOPE OF A SEMBLANCE OF CUSTOMER SERVICE - LATER DASHED
at you were unable to contact me to advise me of the refund was because I typed .cm instead of .com on your site is laughable.
THIS IS FACT. WHEN REFUNDS ARE PROCESSED, NO ONE ACTUALLY SEE YOUR DETAILS OR EMAIL ADDRESS. A BUTTON IS CLICKED THAT AUTOMATICALLY SENDS A MESSAGE TO THE DETAILS REGSITERED WITH US. OUR FAQ'S ALSO REITERATE THE FOLLOWING UNDER THE QUESTION hOW LONG WILL IT TAKE TO BE REFUNED:
"Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent - it is important that you register accurate information on your account)."
HOWEVER, YOU ONLY FINALLY MADE THE REFUND AFTER WEEKS OF NON ANSWERED TICKETS, AND BECAUSE I COMPLAINED ON HERE. YOU DID NOT ADVISE ME VIA THE TICKET SYSTEM YOU ARE DEFENDING HERE. WHY NOT? IF YOU INSIST YOUR WEBSITE IS THE ONLY WAY YOU CONDUCT YOUR BUSINESS WHY NOT DO THAT INSTEAD OF ON HERE? ITS LUDICROUS THAT YOU ARE DEALING WITH CUSTOMER COMPLAINTS ONLY AFTER THEY HAVE BECOOME SO FRUSTRATED WITH YOUR NON RESPONSE THAT THEY RESORT TO THIS SITE, AND ONLY THEN DO THEY GET ANY SORT OF RESPONSE.
EVERY TIME YOU TRY TO COME BACK AT ME YOU ARE COMPOUNDING THE INADEQUACIES OF YOUR COMPANY AND ILLUMINATING THEM. SINCE MY DISPUTE WITH YOU ON HERE STARTED THERE HAVE BEEN MANY MORE PEOPLE WITH THE SAME COMPLAINTS. E.G. CHRISTINE DRAPER 9 MONTHS TRYING TO GET A RESPONSE, COMES ON HERE AND GETS AN INSTANT RESPONSE. WOULDNT IT BE BETTER. THE OPPORUNITY TO PUT A THUMBS UP AND THEREFORE KEEP THE THUMBS DOWN RATING AS LOW AS POSSIBLE OTWITHSANDING, TO PAY THE SAME ATTENTION TO THE YOUR OWN WEBSITE?
my order was placed 09/05/07 and payment was taken immediately.gardening express are impossible to communicate with.they do not respond to their on line support requests,to emails and they do not answer the phone.it is impossible to get a delivery estimate.on 19/06/07 my order was still showing as 'being processed'.on 25/06/07 it changed to 'despatched 12/06/07' (by tardis?)this obviously seemed strange and i had received no confirmation of despatch by email and have received no delivery to date. i have queried it repeatedly to no avail.their website is still functioning and is very attractive so more people must be continuing to fall into their morass.this has to be one for the office of fair trading/consumer direct
What a fiasco! What a way to run a company! No response to e-mails for weeks and months on end with regards to outstanding orders, and never anyone answering the telephone. When you finally do get a reply to your e-mail, the response never directly answers your query. If you are waiting for an order which you have been told has been delayed, then you might as well give up .... I am still waiting for goods paid for last October - 9 months ago. Christine Draper
all of the individual queries raised here since our last posts have been, or are being dealt with with the individual customers concerned.
with particular reference to:
quebec9804 at 19th Jun 2007, 12:26PM
Customer updated and informed as per requests received, and order delivered.
danbarker75
item that customer wished to be cancelled could not be done so because order had passed our stage of processing at which this could be done. Cancellation dept. received cancellation confirmation after goods had left us, the postman signed for its delivery - not our staff, unfortunately resulting in goods shipping within a very short period of time. Customer advised of procedures to get a refund, and offered a credit note - we are awaiting reply from customer. Replacements for any items damaged in transit will also be issued where needed.
emmavalledy at 21st Jun 2007, 07:01PM
amount charged to customer did not change, only some prices updated which appeared as though it had. payments are processed by customers as soon as they click to send payment - we don't actually ever see details or charge manually, hence funds taken immediately. Order cancellations dept have received letter and refund is being processed in line with stated times on website. Customer also issued a goodwill credit note.
jdevane5 at 25th Jun 2007, 07:14PM
customer ordered seasonal plant, only just becoming available. customer advised of this and delivery date. credit note issued as goodwill gesture due to delay - the crop is late this year.
stacytuttle at 26th Jun 2007, 09:59AM
in dialog with customer to resolve this issue. The flowers in question should be correct and are sourced from a supplier that also supplies RHS and other high profile clients. Having spoken to our supplier, we believe the pH can affect flower colour in a similar way to hydrangeas, and therefore have a suspicion this may have caused the colour difference.
alicedimaio at 26th Jun 2007, 03:14PM
there has been an error here, resulting in this customers order not being cancelled properly on our systems. The customer has now been refunded in accordance with the times dictated by our payment processors, is being issued an apology, and credit note, as well as being given plants as an extra gesture of goodwill. If we do get it wrong - we aim to put it right as best we can.
quebec9804 at 26th Jun 2007, 10:15PM
good to hear you were happy with your plants. we are striving to provide customer service of a quality to match where it has become apparent from forums such as this that it may not have been in all instances. We are restructuring staffing, procedures and other operational aspects of our business to ensure that future service is as it should be at all times.
But, how easy and non-time consuming would it have been to respond to tickets , emails and phone calls with a simple automatic 'we are experiencing an unprecedented amount of orders and are restaffing, please bear with us'. A lot less time than it takes to argue the toss on here, I'll wager.
THIS IS EXACTLY WHAT WE WERE DOING ON A DAILY BASIS TO THE THOUSANDS OF REQUESTS RECEIVED, IN THE INTERIM OF GETTING BACK TO CUSTOMERS WITH MORE DETAILED INFORMATION.
A)Your inabilty to answer your telephone.
WE HAVE INCREASED CAPACITY AND CONTRACTED A NEW CALL CENTRE TO HANDLED INCREASED CALL VOLUMES.
B)Your inability to respond to telephone messages left because of your inability to answer your telephone.
WE DO NOT, NOT HAVE WE EVER, OFFERED A CALL BACK SERVICE. OUR OVERSPILL AND OUT OF HOURS AUTOMATED CALL ANSWERING ADVISES SUPPORT TICKETS TO BE RAISED ON OUR SITE. WE ARE A WEB BASED, RATHER THAN TELE-SALES BUSINESS, SO THIS IS THE WAY TO CONTACT US - THROUGH THE WEB.
C) Because of the misinformation given on the one time a person happened to pick up your telephone when your customer care person wasnt at her desk.
OUR WEBSITE ADVISES THAT STAFF ARE UNABLE TO GIVE ORDER SPECIFIC INFO, ALTHOUGH A TRAINING PROGRAM IS IN PLACE SO MORE DETAILED INFO MAY BE GIVEN. THIS IS WHY WE REQUEST COMMUNICATIONS VIA ONLINE SYSTEM, WHERE THE RIGHT INFO CAN BE RESEARCHED BETWEEN THE VARIOUS DEPTS. AND GIVEN.
D)Your inability to respond to several raised tickets
ALL SUPPORT TICKETS SHOULD BE REPLIED TO WITHIN 3 WORKING DAYS, EVEN IF ONLY TO REPEAT INFO ALREADY PRESENT ON OUR SITE, SUCH AS DELIVERY INFO AND OUR FAQ'S. PLEASE LET US KNOW SUPPORT TICKET NUMBERS FOR ANY WITH OUT REPLIES AND WE WILL INVESTIGATE.
Your excuse that you were unable to contact me to advise me of the refund was because I typed .cm instead of .com on your site is laughable.
THIS IS FACT. WHEN REFUNDS ARE PROCESSED, NO ONE ACTUALLY SEE YOUR DETAILS OR EMAIL ADDRESS. A BUTTON IS CLICKED THAT AUTOMATICALLY SENDS A MESSAGE TO THE DETAILS REGSITERED WITH US. OUR FAQ'S ALSO REITERATE THE FOLLOWING UNDER THE QUESTION hOW LONG WILL IT TAKE TO BE REFUNED:
"Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent - it is important that you register accurate information on your account)."
A) You have the tickets I raised on your own website, you could have answered them.
AGAIN, ALL SUPPORT TICKETS SHOULD BE REPLIED TO WITHIN 3 WORKING DAYS, EVEN IF ONLY TO REPEAT INFO ALREADY PRESENT ON OUR SITE, SUCH AS DELIVERY INFO AND OUR FAQ'S. PLEASE LET US KNOW SUPPORT TICKET NUMBERS FOR ANY WITH OUT REPLIES AND WE WILL INVESTIGATE.
B) You have my home address, you could have written to me.
C) You have my telephone number, you could have rang me.
BEING AN ONLINE COMPANY IT IS OUR POLICY TO COMMUNICATE ONLINE WITH ALL CUSTOMERS, PREFERABLY THIS IS THROUGH SUPPORT TICKETS OR EMAIL. wE DO NOT GENERALLY WRITE LETTER OR OFFER A CALL BACK SERVICE - WE HAVE AUTOMATED ONLINE SYSTEMS TO DEAL WITH COMMUNICATIONS.
D) It wouldnt take a leap of genius to realise it should be .com and add .com to AOL.
AGREED, HOWEVER NO ONE WOULD HAVE SEEN THIS!!
WHEN REFUNDS ARE PROCESSED, NO ONE ACTUALLY SEE YOUR DETAILS OR EMAIL ADDRESS. A BUTTON IS CLICKED THAT AUTOMATICALLY SENDS A MESSAGE TO THE DETAILS REGSITERED WITH US. OUR FAQ'S ALSO REITERATE THE FOLLOWING UNDER THE QUESTION hOW LONG WILL IT TAKE TO BE REFUNED:
"Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent - it is important that you register accurate information on your account)."
Sorry, your posts are very nice and all that, but I remain uconvinced.
HOPEFULLY, THIS RESPONSE WILL CONVINCE YOU A LITTLE MORE, HAPPY TO HELP WITH ANY OTHER ISSUES YOU MAY HAVE AND HEAR ANY FURTHER FEEDBACK.
Dear quebec9804, they have done the same with me, dumping their unwanted goods in my front garden while I was away at work. I am sending them their goods back and the expenses for that will be added to the claim against them. Pity that you are keeping them instead, as this is exactly what they want. The courier, certain Business Post, told me that they have received precise instructions from Gardening Express not to ask the recipient to sign or accept the delivery. Of course they do not care whether they goods are stolen while you are away. Assuming that you want their goods, they do not even want you to have a close look and check that all that you have ordered is there and in good condition. Well Gardening Express, you will hear from HM Courts on my behalf!
Thank you for your two long posts, and I admire your loyalty to your company.
But, how easy and non-time consuming would it have been to respond to tickets , emails and phone calls with a simple automatic 'we are experiencing an unprecedented amount of orders and are restaffing, please bear with us'. A lot less time than it takes to argue the toss on here, I'll wager.
It would all have been very touching if I was the only person affected by your company's endemic inabilty to respond to phone calls, emails and your own site's 'tickets'. But,as is patently obvious from the page upon page of comments on here I'm not, although I may be the only one openly pursuing a legal point.
Having expressed my appreciation of your posts, however, I am still nonplussed that you feel compelled, yet again, to post on here rather than to me personally. Which brings me to your point that you used this medium to advise me of the refund because I did in the first instance.
Once again, this is spurious flannel.
I, like I suspect, most others on here, only found this site because I was looking for reviews of your company because I had begun to have serious doubts about your operation.
The reason I had serious doubts was because of:
A)Your inabilty to answer your telephone.
B)Your inability to respond to telephone messages left because of your inability to answer your telephone.
C) Because of the misinformation given on the one time a person happened to pick up your telephone when your customer care person wasnt at her desk.
D)Your inability to respond to several raised tickets
Your excuse that you were unable to contact me to advise me of the refund was because I typed .cm instead of .com on your site is laughable.
This is because:
A) You have the tickets I raised on your own website, you could have answered them.
B) You have my home address, you could have written to me.
C) You have my telephone number, you could have rang me.
D) It wouldnt take a leap of genius to realise it should be .com and add .com to AOL.
Sorry, your posts are very nice and all that, but I remain uconvinced.
I have now received my order and once again I was pleased with the quality of the plants and trees. I do urge you as the company to step up the quality of your customer service. I do believe you have expanded to fast to meet the demands of your customers but in doing so you have also built yourself a bad reputation during this time. For now though I won't be ordering anything else from Gardening Express. I wish you luck in being able to turn things round and make it work for you. Who knows, I might just do business with you again.
Further to my comments below. I finally got an email back from these jokers! saying if I wanted to cancel my order I needed to do this in writing. I did this the same day by recorded delivery, which they signed for on Saturday morning. They then proceeded to despatch my order on Monday. Today I came home to find the driver had just dumped the packages outside my house as no-one was in. 6ft away from the roadside! With a note through the door saying Neighbour said would keep an eye on tree! I find this outrageous. There was no contact number or consignment number left on the card so struggled to get through to them. They now say I have to get back in touch with Gardening Express!!! Do not use this Company under any circumstances, they are out to make a quick buck. The goods I received look half dead and branches broken. The palm which I cancelled on the 4th June was also delivered.
Add a comment about this blagger
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Comments:
Five days later I became concerned at having heard nothing from the company regarding delivery. Plants I'd purchased from other suppliers had all arrived & needed to be planted in. I was unable to do this without the plants from Gardening Express.
I tried to contact the Company by ringing the only telephone number advertised. Initially I was informed that the line was experiencing problems & that engineers were attempting to resolve the problem. On numerous other attempts a recorded message informed me that the business was overwhelmed with customer calls & that I should use the web sites online 'ticketing' system to raise any queries. This was all very well but I had in fact been trying to do this on & off since placing my order, initially so as to try & ascertain how the order was progressing. In exasperation I e.mailed the company on the 24th of April explaining that I'd been unable to log on to my 'account'. Inexplicably I suddenly found that the following day I could log on, using the exact same username & password I'd been trying all along???? I immediately used the support ticket system (what a load of nonsense) to ask when I was likely to get the delivery. I got my first, only & last response from them the following day which read "Hi, we are aiming to ship this coming week & will drop you an e.mail as they leave us".
My instincts were by now already telling me that there was something not quite right about the way this business was operating. The business appeared 'faceless' & I started to feel distinctly uneasy about the amount of money involved in my 'purchase'. I felt the response to my question regarding delivery was very vague & this reinforced my unease.
I googled the company name & immediately became aware of Blagger.com & at least three other similar sites, all of which detailed many complaints from disgruntled customers about the company. My order was still showing as 'being processed' & still is to date & so I felt I was justified in to cancelling it. I used the online ticketing system to notify the company & the following day on the advice of Trading Standars/Consumer Direct I e.mailed a formal letter to Chris Bonnet, the so called 'founder' of the company, reiterating again that wished to cancel the order & receive a refund. I have heard nothing since. I am anticipating having to pursue the business for my refund through the small claims court and, having read of other people's experiences with the company, I'm actually rather hoping that it comes to that because then I can claim interest on my money & claim back the court fee from Mr Bonnet too! I think that if all Mr Bonnet's fed up customers were to utilise MoneyClaim online to pursue him for what they are owed (no matter how small the amount) he would no longer be able to continue operating in this manner. Too many people have quite understandably not felt the 'fight' with Gardening Express worth their time & effort & have seemingly just written off what they are owed. The Company's business practice seems to rely on their customers feeling this way & giving up the chase. Their future customers need to be warned & so with that in mind I've already alerted BBC Watchdog to them.
On (eventual) arrival one was snapped about one third the way down. Contacted company via their "raise a support ticket" system asking for a substantial refund or a replacement.
Therein commenced a most tedious, unpleasant and long-winded correspondence via the "tickets" system which each took 24-48hrs turnaround.
I got the sense that they really wanted to make the whole process difficult in the hope that I would eventually go away - which in the end I did.
They offered £10 off but I said that I wanted more or would prefer to pay the full price for a full sized tree to match the other one purchased.
They then informed me that I would have to return the tree myself via the post, and they advised it was insured by me in case of damage on the return. I repeatedly asked how should I return the tree (originally 9ft but now ~6ft) and how would I be refunded for the return postage/insurance. They eventually informed me - after much prompting, that::
they did not refund postage/insurance for return of damaged goods!
Under these circumstances I had little option to accept the £10 off and keep the damaged tree.
When I informed them that I was going to complain on a website complaints board, they then issued direct threats about their Legal Dept taking action if I said anything other than the facts.
A most unpleaseasant shopping experience.
Avoid this company at all costs.
As a postscript,
When I came to plant the trees one of the large ones (9ft) had virtually no root system - just a stump with two small filamentous roots each about 4" long. Don't give much chance for its survival this summer.
IPC
All the plants I have purchased have been in excellent condition.
As far as I am concerned they are a good company and I will use them for years to come.
Mark Fox
Have you had a bad experience that needs addressing? Have you been ripped off and want revenge? Does someone's bad service need highlighting to a national audience?
email or call us us in confidence, and we will get to work on your behalf.
email complain@northonetv.com
or call matt on 0207 502 5812
The Complainers at 5th Sep 2007, 04:31PM
I placed an order in March and posted a ticket to cancel on 7th May as the items had still not been received and were intended for spring planting not summer! I then sent a letter to cancel the order and request a refund and submitted further postings (none replied to). I finally received an email on the 13th June saying that a refund cheque would be sent. This has still not been received despite further postings - again, none of which have been responded to. Following advice from Trading Standards I sent a recorded delivery letter on the 27th June advising that if payment was not received by 9th July I would have no option but to go to the Small Claims Court. As has been mentioned by others, Gardening Express is very keen to take our money but shows no intention of repaying it when goods are not sent and orders are cancelled - this is despite an email confirming that they would do so! I would certainly NOT recommend Gardening Express to anyone.
I placed my order with these people on 25th March and like others here my account was debited Pronto yet I havent receieved a single one of over a £100 worth of plants. I cant log in to may account with them and no one answers emails or phonecalls. I too am now reporting them to all the relevant bodies and am going to do everything in my power to get my money back. The most disgraceful company I have EVER used online and I shop online ALOT.
IT IS OBVIOUS THAT DESPITE OUR BEST EFFORTS AND NOTIFICATIONS OF OUR PRACTICES AND REFORMS THAT YOU REMAIN UNHAPPY WITH THE WAY OUR BUSINESS IS CONDUCTED. WE THEREFORE SUGGEST, THAT TO AVOID FUTURE DISSAPOINTMENT, THAT YOU DO NOT PLACE ANY FURTHER ORDERS IN THE FUTURE.
WE WOULD LIKE TO BRING TO THE ATTENTION TO THE OTHER POSTERS ON THIS BOARD THE FOLLOWING INFORMATION/FAQ, WHICH SEEMS TO BE THE MAIN PROBLEM YOU HAVE, SO THAT THEY THEMSELVES DO NOT EXPERIENCE ANY SIMILAR DISSAPOINTMENT:
Can I Contact you by Phone?
We prefer you to contact us by logging into your account and raising a support ticket - this enables us to respond to all your queries quickly and efficiently. Please ensure that your order number is included in all correspondence. Corresponding via this method has a lower cost to us than a call centre, and we have built this lower cost into our prices passing the savings on to you. Please note that in surveys, our customers have overwhelmingly and consistently said they wanted cheaper prices over anything else.
REGARDING OUR VARIOUS POLICIES STATED ON OUR SITE, (OUR FAQ'S, T'S AND C'S ETC) IF POTENTIAL CUSTOMERS ARE NOT HAPPY WITH THESE THEY SHOULD NOT PLACE ORDERS, AS IT IS BY THESE THAT WE CONDUCT OUR TRANSACTIONS ETC. AS PREVIOUSLY STATED IT WAS MERELY COINCIDENCE THAT YOUR QUERIES WERE REPLIED TO ON THIS BOARD AT THE SAME TIME AS YOUR DIRECT QUERIES WERE DEALT WITH BY A DIFFERENT TEAM OF STAFF. PLEASE BE ASSURED THAT CHANGES ARE IN PROGRESS THROUGHOUT OUR BUSINESS TO MAXIMISE CUSTOMER SATISFACTION, AND ADDRESS PROBLEMS HIGHLIGHTED IN A SMALL NUMBER OF ORDERS WHERE PROBLEMS MAY HAVE OCCURED DUE TO THE UNPRECEDENTED PHENOMENAL GROWTH OF OUR BUSINESS.
FOR THE RECORD REGARDING POST christinedraper at 2nd Jul 2007, 12:41PM, THIS CUSTOMER ORDERED ITEMS THAT WERE OUT OF SEASON. THESE WERE ONLY RECENTLY AVAILABLE, AND BACK ORDERS FOR THESE WERE BEING WORKED THROUGH, ALTHOUGH IT DOES APPEAR COMMUNICATIONS REGARDING THIS ORDER SLIPPED THROUGH THE NET, AND SYSTEMS ARE BEING PUT IN PLACE TO AVOID THIS IN THE FUTURE. SUCH BACKORDERS ARE HANDLED IN ACCORDANCE WITH OUR T'S AND C'S, AS THE ITEMS SHIP WHEN THEY BECOME AVAILABLE AGAIN.... I.E. SUMMER PLANTS ORDERED IN NOVEMBER WILL NOT BE DELIVERED UNTIL THE FOLLOWING SUMMER AND SO ON.
Contact Us
The 'best' (PLEASE NOTE, ' BEST', NOT ONLY!) way to contact us is via logging into your account and raising a support ticket. It is our policy to respond to all messages within 3 working days, Monday - Friday.
HOWEVER SOME CUSTOMERS HAVE HAD A 9 MONTHS WAIT
Our full address and contact details are:
Gardening Express
Chelmsford
CM1 4UA
Automated Customer Services/General Enquiries: 08000 33 61 61
Lines open Monday-Friday 8:00am - 4:00pm
Please note we do not offer a message and call back 'service out of hours.'
THE RELEVANT SECTION HERE IS 'OUT OF HOURS' THIS IS IN DIRECT OPPOSITION TO YOUR CLAIM THAT YOU DO NOT RESPOND AT ALL EXCEPT THROUGH YOUR TICKET.
24/7 Order Hotline: 08000 33 61 61
IF YOU CAN TAKE ORDERS ON THE PHONE WHY CANT YOU RESPOND TO PROBLEMS ON THE PHONE?
WE DO NOT, NOT HAVE WE EVER, OFFERED A CALL BACK SERVICE. OUR OVERSPILL AND OUT OF HOURS AUTOMATED CALL ANSWERING ADVISES SUPPORT TICKETS TO BE RAISED ON OUR SITE. WE ARE A WEB BASED, RATHER THAN TELE-SALES BUSINESS, SO THIS IS THE WAY TO CONTACT US - THROUGH THE WEB.
THEN WHY DO YOU HAVE A CUSTOMER SERVICE TELEHONE NUMBER IF YOU DONT INTEND TO ANSWER THE CALLS?
YOUR MESSAGE ON THAT NUMBER IS ACTUALLY : ' WE ARE TRYING TO CONNECT YOU, IF NOBODY IS AVAILABLE TO TAKE YOUR CALL PLEASE CALL BACK LATER OR RAISE A TICKET' YOU DO GIVE THE OPTION FOR PROBLEMS TO BE RESOLVED ON THE PHONE NOT JUST THROUGH WEB RAISED TICKETS.
'But, how easy and non-time consuming would it have been to respond to tickets , emails and phone calls with a simple automatic 'we are experiencing an unprecedented amount of orders and are restaffing, please bear with us'. A lot less time than it takes to argue the toss on here, I'll wager.
THIS IS EXACTLY WHAT WE WERE DOING ON A DAILY BASIS TO THE THOUSANDS OF REQUESTS RECEIVED, IN THE INTERIM OF GETTING BACK TO CUSTOMERS WITH MORE DETAILED INFORMATION.'
THOUSANDS OF CUSTOMERS WITH PROBLEMS?
B)Your inability to respond to telephone messages left because of your inability to answer your telephone.
WE DO NOT, NOT HAVE WE EVER, OFFERED A CALL BACK SERVICE. OUR OVERSPILL AND OUT OF HOURS AUTOMATED CALL ANSWERING ADVISES SUPPORT TICKETS TO BE RAISED ON OUR SITE. WE ARE A WEB BASED, RATHER THAN TELE-SALES BUSINESS, SO THIS IS THE WAY TO CONTACT US - THROUGH THE WEB
NOT TELE-SALES? MAY I DRAW YOUR ATTENTION TO THE ABOVE - YOUR SALES HOTLINE TELEPHONE NUMBER.
D) It wouldnt take a leap of genius to realise it should be .com and add .com to AOL.
AGREED, HOWEVER NO ONE WOULD HAVE SEEN THIS!!
HAD YOU LISTENED TO THE MESSAGES I LEFT ON THE ANSWER MACHINE AFER BEING DIRECTED TO DO SO BY YOUR OWN ANSWER MESSAGE, YOU WOULD HAVE HEARD IT. WHAT IS THE POINT OF HAVING A CUSTOMER HELP LINE IF YOU DO NOT INTEND TO USE IT. OUT OF ALL THE TIMES I RANG AND LEFT MESSAGES, I WAS ANSWERED BY A HUMAN TWICE - HARDLY A FULLY AUTOMATED SERVICE. ONCE I WAS ADVISED BY THE PERWSON ANSWERING THAT YOUR SYSTEMS WERE DOWN AND SHE WOULD CALL ME BACK, THE SECOND TIME BY POSSIBLY THE ONE HELPFUL PERSON IN YOUR WHOLE ORGANISATION WHO ACTUALLY LOOKED AT MY ORDER AND GAVE ME SOME HOPE OF A SEMBLANCE OF CUSTOMER SERVICE - LATER DASHED
at you were unable to contact me to advise me of the refund was because I typed .cm instead of .com on your site is laughable.
THIS IS FACT. WHEN REFUNDS ARE PROCESSED, NO ONE ACTUALLY SEE YOUR DETAILS OR EMAIL ADDRESS. A BUTTON IS CLICKED THAT AUTOMATICALLY SENDS A MESSAGE TO THE DETAILS REGSITERED WITH US. OUR FAQ'S ALSO REITERATE THE FOLLOWING UNDER THE QUESTION hOW LONG WILL IT TAKE TO BE REFUNED:
"Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent - it is important that you register accurate information on your account)."
HOWEVER, YOU ONLY FINALLY MADE THE REFUND AFTER WEEKS OF NON ANSWERED TICKETS, AND BECAUSE I COMPLAINED ON HERE. YOU DID NOT ADVISE ME VIA THE TICKET SYSTEM YOU ARE DEFENDING HERE. WHY NOT? IF YOU INSIST YOUR WEBSITE IS THE ONLY WAY YOU CONDUCT YOUR BUSINESS WHY NOT DO THAT INSTEAD OF ON HERE? ITS LUDICROUS THAT YOU ARE DEALING WITH CUSTOMER COMPLAINTS ONLY AFTER THEY HAVE BECOOME SO FRUSTRATED WITH YOUR NON RESPONSE THAT THEY RESORT TO THIS SITE, AND ONLY THEN DO THEY GET ANY SORT OF RESPONSE.
EVERY TIME YOU TRY TO COME BACK AT ME YOU ARE COMPOUNDING THE INADEQUACIES OF YOUR COMPANY AND ILLUMINATING THEM. SINCE MY DISPUTE WITH YOU ON HERE STARTED THERE HAVE BEEN MANY MORE PEOPLE WITH THE SAME COMPLAINTS. E.G. CHRISTINE DRAPER 9 MONTHS TRYING TO GET A RESPONSE, COMES ON HERE AND GETS AN INSTANT RESPONSE. WOULDNT IT BE BETTER. THE OPPORUNITY TO PUT A THUMBS UP AND THEREFORE KEEP THE THUMBS DOWN RATING AS LOW AS POSSIBLE OTWITHSANDING, TO PAY THE SAME ATTENTION TO THE YOUR OWN WEBSITE?
this should not have happened. . . . goods now delivered, and credit note raised.
quebec9804 at 3rd Jul 2007, 05:02PM
with particular reference to:
quebec9804 at 19th Jun 2007, 12:26PM
Customer updated and informed as per requests received, and order delivered.
danbarker75
item that customer wished to be cancelled could not be done so because order had passed our stage of processing at which this could be done. Cancellation dept. received cancellation confirmation after goods had left us, the postman signed for its delivery - not our staff, unfortunately resulting in goods shipping within a very short period of time. Customer advised of procedures to get a refund, and offered a credit note - we are awaiting reply from customer. Replacements for any items damaged in transit will also be issued where needed.
emmavalledy at 21st Jun 2007, 07:01PM
amount charged to customer did not change, only some prices updated which appeared as though it had. payments are processed by customers as soon as they click to send payment - we don't actually ever see details or charge manually, hence funds taken immediately. Order cancellations dept have received letter and refund is being processed in line with stated times on website. Customer also issued a goodwill credit note.
jdevane5 at 25th Jun 2007, 07:14PM
customer ordered seasonal plant, only just becoming available. customer advised of this and delivery date. credit note issued as goodwill gesture due to delay - the crop is late this year.
stacytuttle at 26th Jun 2007, 09:59AM
in dialog with customer to resolve this issue. The flowers in question should be correct and are sourced from a supplier that also supplies RHS and other high profile clients. Having spoken to our supplier, we believe the pH can affect flower colour in a similar way to hydrangeas, and therefore have a suspicion this may have caused the colour difference.
alicedimaio at 26th Jun 2007, 03:14PM
there has been an error here, resulting in this customers order not being cancelled properly on our systems. The customer has now been refunded in accordance with the times dictated by our payment processors, is being issued an apology, and credit note, as well as being given plants as an extra gesture of goodwill. If we do get it wrong - we aim to put it right as best we can.
quebec9804 at 26th Jun 2007, 10:15PM
good to hear you were happy with your plants. we are striving to provide customer service of a quality to match where it has become apparent from forums such as this that it may not have been in all instances. We are restructuring staffing, procedures and other operational aspects of our business to ensure that future service is as it should be at all times.
TO ADDRESS YOUR POINTS:
But, how easy and non-time consuming would it have been to respond to tickets , emails and phone calls with a simple automatic 'we are experiencing an unprecedented amount of orders and are restaffing, please bear with us'. A lot less time than it takes to argue the toss on here, I'll wager.
THIS IS EXACTLY WHAT WE WERE DOING ON A DAILY BASIS TO THE THOUSANDS OF REQUESTS RECEIVED, IN THE INTERIM OF GETTING BACK TO CUSTOMERS WITH MORE DETAILED INFORMATION.
A)Your inabilty to answer your telephone.
WE HAVE INCREASED CAPACITY AND CONTRACTED A NEW CALL CENTRE TO HANDLED INCREASED CALL VOLUMES.
B)Your inability to respond to telephone messages left because of your inability to answer your telephone.
WE DO NOT, NOT HAVE WE EVER, OFFERED A CALL BACK SERVICE. OUR OVERSPILL AND OUT OF HOURS AUTOMATED CALL ANSWERING ADVISES SUPPORT TICKETS TO BE RAISED ON OUR SITE. WE ARE A WEB BASED, RATHER THAN TELE-SALES BUSINESS, SO THIS IS THE WAY TO CONTACT US - THROUGH THE WEB.
C) Because of the misinformation given on the one time a person happened to pick up your telephone when your customer care person wasnt at her desk.
OUR WEBSITE ADVISES THAT STAFF ARE UNABLE TO GIVE ORDER SPECIFIC INFO, ALTHOUGH A TRAINING PROGRAM IS IN PLACE SO MORE DETAILED INFO MAY BE GIVEN. THIS IS WHY WE REQUEST COMMUNICATIONS VIA ONLINE SYSTEM, WHERE THE RIGHT INFO CAN BE RESEARCHED BETWEEN THE VARIOUS DEPTS. AND GIVEN.
D)Your inability to respond to several raised tickets
ALL SUPPORT TICKETS SHOULD BE REPLIED TO WITHIN 3 WORKING DAYS, EVEN IF ONLY TO REPEAT INFO ALREADY PRESENT ON OUR SITE, SUCH AS DELIVERY INFO AND OUR FAQ'S. PLEASE LET US KNOW SUPPORT TICKET NUMBERS FOR ANY WITH OUT REPLIES AND WE WILL INVESTIGATE.
Your excuse that you were unable to contact me to advise me of the refund was because I typed .cm instead of .com on your site is laughable.
THIS IS FACT. WHEN REFUNDS ARE PROCESSED, NO ONE ACTUALLY SEE YOUR DETAILS OR EMAIL ADDRESS. A BUTTON IS CLICKED THAT AUTOMATICALLY SENDS A MESSAGE TO THE DETAILS REGSITERED WITH US. OUR FAQ'S ALSO REITERATE THE FOLLOWING UNDER THE QUESTION hOW LONG WILL IT TAKE TO BE REFUNED:
"Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent - it is important that you register accurate information on your account)."
A) You have the tickets I raised on your own website, you could have answered them.
AGAIN, ALL SUPPORT TICKETS SHOULD BE REPLIED TO WITHIN 3 WORKING DAYS, EVEN IF ONLY TO REPEAT INFO ALREADY PRESENT ON OUR SITE, SUCH AS DELIVERY INFO AND OUR FAQ'S. PLEASE LET US KNOW SUPPORT TICKET NUMBERS FOR ANY WITH OUT REPLIES AND WE WILL INVESTIGATE.
B) You have my home address, you could have written to me.
C) You have my telephone number, you could have rang me.
BEING AN ONLINE COMPANY IT IS OUR POLICY TO COMMUNICATE ONLINE WITH ALL CUSTOMERS, PREFERABLY THIS IS THROUGH SUPPORT TICKETS OR EMAIL. wE DO NOT GENERALLY WRITE LETTER OR OFFER A CALL BACK SERVICE - WE HAVE AUTOMATED ONLINE SYSTEMS TO DEAL WITH COMMUNICATIONS.
D) It wouldnt take a leap of genius to realise it should be .com and add .com to AOL.
AGREED, HOWEVER NO ONE WOULD HAVE SEEN THIS!!
WHEN REFUNDS ARE PROCESSED, NO ONE ACTUALLY SEE YOUR DETAILS OR EMAIL ADDRESS. A BUTTON IS CLICKED THAT AUTOMATICALLY SENDS A MESSAGE TO THE DETAILS REGSITERED WITH US. OUR FAQ'S ALSO REITERATE THE FOLLOWING UNDER THE QUESTION hOW LONG WILL IT TAKE TO BE REFUNED:
"Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent - it is important that you register accurate information on your account)."
Sorry, your posts are very nice and all that, but I remain uconvinced.
HOPEFULLY, THIS RESPONSE WILL CONVINCE YOU A LITTLE MORE, HAPPY TO HELP WITH ANY OTHER ISSUES YOU MAY HAVE AND HEAR ANY FURTHER FEEDBACK.
But, how easy and non-time consuming would it have been to respond to tickets , emails and phone calls with a simple automatic 'we are experiencing an unprecedented amount of orders and are restaffing, please bear with us'. A lot less time than it takes to argue the toss on here, I'll wager.
It would all have been very touching if I was the only person affected by your company's endemic inabilty to respond to phone calls, emails and your own site's 'tickets'. But,as is patently obvious from the page upon page of comments on here I'm not, although I may be the only one openly pursuing a legal point.
Having expressed my appreciation of your posts, however, I am still nonplussed that you feel compelled, yet again, to post on here rather than to me personally. Which brings me to your point that you used this medium to advise me of the refund because I did in the first instance.
Once again, this is spurious flannel.
I, like I suspect, most others on here, only found this site because I was looking for reviews of your company because I had begun to have serious doubts about your operation.
The reason I had serious doubts was because of:
A)Your inabilty to answer your telephone.
B)Your inability to respond to telephone messages left because of your inability to answer your telephone.
C) Because of the misinformation given on the one time a person happened to pick up your telephone when your customer care person wasnt at her desk.
D)Your inability to respond to several raised tickets
Your excuse that you were unable to contact me to advise me of the refund was because I typed .cm instead of .com on your site is laughable.
This is because:
A) You have the tickets I raised on your own website, you could have answered them.
B) You have my home address, you could have written to me.
C) You have my telephone number, you could have rang me.
D) It wouldnt take a leap of genius to realise it should be .com and add .com to AOL.
Sorry, your posts are very nice and all that, but I remain uconvinced.
quebec9804 at 26th Jun 2007, 11:15PM
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