Thompson & Morgan. Your thoughts on their customer service.

[Knight of Albion]

There are numerous other companies offering the same or similar things, so one can always take one's custom elsewhere if deemed justified.

As I said, they've always sorted out any issues I've had as quickly as they could.

Mistakes do happen in business as with anything else. And its the nature of the gardening business that stock items, be they seeds or plants, do have a bottleneck sales pattern. So we shouldn't be surprised that everything is not always as we would like.

[Alison]

Mistakes do happen in business as with anything else. And its the nature of the gardening business that stock items, be they seeds or plants, do have a bottleneck sales pattern. So we shouldn't be surprised that everything is not always as we would like.

If it were just that then it would be fair enough. My main problem with them us lack of or incorrect communications / lies. For example, I ordered some plants off them a couple of years ago (giving them yet another chance that they already didn't deserve). They were ordered early. I had a conformation of sake email. The plants should gave turned up in April. Mid April I chased up with an email and got no reply. I phoned and was passed from dept to dept. eventually was told that the order was fine and they'd be sent out in a couple of weeks. All good. Three weeks later nothing had arrived. A phone call told me they were being packaged as we spoke. OK, a bit late and no notification but OK. Nothing turned up so I had to phone again. This time to be told that they couldn't satisfy my order but no real apology and by this time too late to order elsewhere . The story didn't even end there. I was asked if I wanted a refund or twice the value in vouchers. Again my better judgement I went for the vouchers after being assured they would have a year until expiry but that I would need to phone up to use them as multiple vouchers couldn't be used on the website. Vouchers arrived with about 6 weeks to expiry. Not much yes as I don't order stuff in the summer. By thus time I was fed up complaining so thought I'd just buy some bits. Rang up to order but was told they couldn't take more than one voucher on my order and I had to pay P&P. there wasn't time to wait for a free postage offer before they ran out. Never did get it sorted satisfactorily and certainly ended up out of pocket without what I wanted. Note this is only one example, I could go on but to be honest I'm depressing myself.


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[Chomerly]

Well, i have just received the tree that i was missing so that's all sorted now.
And i was amazed that the response i had received from T&M was on Monday and the tree arrived today.

However, as i said in my first post, communication is the big factor here.
And the fact that the tree turned up, even though there was no indication from anyone at T&M that it was being shipped, stunned me as i was just about to pop out.
Luckily for me, and the tree, i didn't.

Can you imagine that tree being stuck in transit, and the likely damage as a result, had i left the house 5 minutes earlier?
No doubt i would have received the tree but i also have no doubt that its condition would have been questionable as a result.
And the fact that the tree was starting to kick into life meant that it may have been lucky that i was in and that i was able to plant it straight away.

Though T&M has redeemed itself on this one, i will say that i am still going to close my account with them and take my business elsewhere.
Sorry T&M (assuming you are reading) but the fact remains, your lack of communication is where you are failing.
And based upon the reviews i have read, i'm not the only one who feels the same way.

[Scott Hogg]

Recommendations for somewhere else? i.e. Not T+M.

[Alison]

Recommendations for somewhere else? i.e. Not T+M.

What do you want, seeds or plants?

[Chomerly]

Recommendations for somewhere else? i.e. Not T+M.

That will be a tough one as i have only ever purchased from T&M and eBay online.
Most of the time i go to local garden centres and B&Q.

[marchogaeth]

I'm going to say Real Seeds and Organic Gardening Catalogue for seeds. Never bought plants.

[green thing]

Bought some sweetcorn and seed potatoes from my local garden center last year
Half of the seed potatoes had white mold on them and non of the sweet germinated.
The sweetcorn was covered in red powder to help germination.

I also started some sweetcorn from seed from sainsburys popping corn
and almost 100,% germination from them 0 from T&M.
The lady from t&m said I should only used seeds from
The garden centers.

Complained to them about the seeds and potatoes they would only refund if I kept
Receipt and packing. I Threw away the potato packaging but pushed the sweetcorn packet
In the soil as a label.
they only refunded the sweetcorn with vouchers.
the garden centers nearby who sell T&M
Wouldn't accept them
Because they have trouble getting reimbursed
For them!
The potatoes crop was rubbish.
Wouldn't use them again
Had Really good results from premier seeds from ebay

[Martin H]

I've had no problem with the quality of seeds and onion sets from T & M, they all arrived in reasonable time and have grown fine.

I rarely get plants by mail order, I'd sooner buy from local nurseries where I can be sure exactly what I'm getting, but if I can't get what I want locally I look for specialist growers to order from.

[Scott Hogg]

Mostly seeds.

[Chomerly]

Well, back to this issue again.

Luckily, I didn't close my account with T&M just yet.
The last tree I received from them has shown zero signs of growth since I received it.
And on of the other trees has only shown growth from the root stock itself, and not the tree that was grafted onto it.

I've yet to scrape the tree's in question to see if they're still alive but what would you do in my position?


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[BertieFox]

Well, back to this issue again.

Luckily, I didn't close my account with T&M just yet.
The last tree I received from them has shown zero signs of growth since I received it.
And on of the other trees has only shown growth from the root stock itself, and not the tree that was grafted onto it.

I've yet to scrape the tree's in question to see if they're still alive but what would you do in my position?


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You don't say what type of trees, when they were planted, what culture you have given them and so on, so I think it is very hard to blame the supplier. Also presumably these were bare root plants so could take some time to even begin to establish, if supplied from cold store out of the normal season.

I would do the 'fingernail test' to check the main stem is still green, but then leave them until next spring. Most trees only begin to establish a good new root system during the dormant winter months. If come spring, there is no sign of growth, and they are clearly dead or dying, that is the time to get your money back or get a replacement from T and M. (which most suppliers offer on trees and shrubs)

[bearded bloke]

When I've had bare root plants from T&M before they have always come with a handy pamphlet of instructions Did you get instruction pamphlet/sheet ? if yes then best advise I can give is to follow it,if not then contact them & ask for one to be forwarded asap.
I can't lay my hands on a copy at the moment but I think you are meant to put them in a bucket of water for a while,then plant into a prepared & well watered hole.

[Chomerly]

Hi,

The trees are nectarine, walnut, two plum varieties and an apple or pear.
Sorry about the last one but the Nottingham variety had nothing on it other than the label which didn't indicate whether it was a pear or apple tree.
And the Nottingham variety has both.

There were instructions with the trees and I followed the instructions according to the variety grown.
There was nothing in those instructions detailing any sort of soaking prior to planting.

I looked today and the tree that has new growth from the root stock is actually growing further up the tree now.
I found a couple of newish shoots from the main stem of the tree, hidden in the growth of the ones from the root stock.
It's the last tree I received, and the one they weren't going to send until I made them aware of their own advertising, that hasn't shown any signs of life.


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[bearded bloke]

It's the last tree I received, and the one they weren't going to send until I made them aware of their own advertising, that hasn't shown any signs of life.

What is the tree in question ? could it be that it is naturally dormant at this time of year ? have you spoken to the supplier prior to commenting on here ?