Gardening Express problems ? ? ?

[1batfastard]

Hi All,
I just thought I would sound anybody out about Gardening Express and their customer support, I have been having problems in that there is none compared to when I contacted them last year as regards some bare rooted trees I received.

Last year after a couple of months I noticed four of the trees they sent were looking very poorly but the others were fine. I contacted them told them of problem, they gave advice which I followed ( Scrape the bark - Green underneath - Alive ).

After giving the trees plenty of time and tending to them four have died completely this season, like I state I cannot get any reply to three e-mails I sent and as they are on line only how do you proceed ?

They advertise a 5 year guarantee but if you cannot contact them to enact / state your problem what do you do ? Any suggestions would be greatly appreciated please.

Geoff.

[burnie]

According to their site you click on a link, get a returns label, send back items and they replace or give you a credit note
Your Guarantee with Gardening Express

[Jungle Jane]

Try messaging from a different email address,just once. As you messaged three times it might be thinking you’re spam. On the link it says -
‘https://help.gardeningexpress.co.uk/.../#contact-form

• Spam – Please only submit once per query. Submitting multiple times can cause our system to mark your message as spam and your query may be missed.

[1batfastard]

Hi All,
Burnie & JJ - Thank you for the replies I actually just wondered if anybody had been in exactly similar circumstances to myself and how they managed to receive a reply or replacement for the dying /dead trees. As for the form I filled it in and never had a reply and the 5Yr guarantee seems to be worthless at this point ref below.

This gets me :- No replacement can be provided unless you produce your proof of purchase and plant label.

I mean how can you send labels for the guarantee if there were none in the first place ? I would have thought proof of purchase being the order and the pictures I forwarded last year and the offer of new pictures would be enough proof after all what are they going to do with the dead trees ?

I just think their whole returns and customer services is really poor, which is sad as my other plants that I ordered are doing fine.

Geoff.

[1batfastard]

Hi All,
Well I am shocked I received an email from G-Ex asking to resubmit my dead bare root tree test pic's,.

Along with an apology as it seemed I was one of many that had complaint deemed spam, I received an coupon to cover the cost of the trees so will redeem it when I want something else.....

Geoff.

[Andraste]

It's good to hear you got a good result in the end

[1batfastard]

Hi All,
Andraste - It came out of the blue I had given up hope after multiple emails including pictures, the only problem I have now is waiting until the next time they have an offer of the trees.....

Geoff.