Let down again by T&M!

[KevinM67]

Should have come to the EGS last weekend bud, DTBrown had a wall of seeds all a pound a packet

I'll call out on any company that promotes nonsense - however, I got the email from DTBrown about that offer, followed the link, selected what I wanted and got them a couple of days later.

Good stuff from DTBrown.

[vixylix]

they did similar to me for a few plants - a blackberry I ordered in Jan was due for despatch in 2-3 days (and was indeed why I bought that one specifically) and it still hasn't turned up. I've queried it with other things and been told the mild winter etc has messed with their schedules - which is kind of understandable - no excuse with seed packets though!!

[Martin H]

I'm sorry to hear this. Although I wouldn't trust them with plants, I've never had problems with ordering seeds in the past. It does sound like the company just isn't joined up any more.

[KevinM67]

I'm sorry to hear this. Although I wouldn't trust them with plants, I've never had problems with ordering seeds in the past. It does sound like the company just isn't joined up any more.

You've nailled it there Martin - if you want to to market your products, whether that be by the expensive route of advertising through the MSM, or by the inexpensive route of through social media - you have to be consistent on levels of service, response rates and value of customer loyalty.

Us punters are not 'stupid and ignorant' anymore, the Internet has given us such a valuable and powerful tool that comparables can be made really easily and any customer problems can be spread readily to others.

[Lumpy]

Just phoned Marshalls about my raspberries - paid for mid Jan - eventually told they were due by the end of March and now told I should get them by the 18th April.

Never again will I be such a numpty..............

[Lisasbolt]

Thompson and Morgan are the only ones i have ever had a problem with, they also seem like a cheap budget seed company but you are still paying full price. Hope you get your seeds GL

[ThompsonMorgan]

Hi Greenleaves,
Thank you for your post.

I'm sorry that you've experienced problems with your seed order. If you could please supply me with your order number I'll be more than happy to look into this for you.

It may be that the seeds you have ordered are now out of stock online but your order is safely on our system. I look forward to hearing from you so that I have the opportunity to put things right for you.

Kind regards,
Anne

[Greenleaves]

Thank you W6506377

But if they are out of stock why doesn't your website reflect that? My money is also safely in your bank!

I have just typed in the same order and it again says despatch with in one day....is that not
mis-representation.

I am sure the forum users would like to now the reason behind this?

[sparrow100]

Just phoned Marshalls about my raspberries - paid for mid Jan - eventually told they were due by the end of March and now told I should get them by the 18th April.

Never again will I be such a numpty..............

To be fair if you are getting plants, sometimes there are issues with their suppliers. I had a real delay on my raspberries via Ashridge last year, but that was because the weather in Scotland (where the plants were) meant that they couldn't be dug up & shipped. At least they were autumn raspberries. I had a bumper harvest in their first year!

[muddled]

I think that, as gardeners, we are all very aware of the havoc caused by inclement weather!

However, the internet is the perfect media for displaying realtime information is it not?
There is no excuse for failing to inform customers when you can do so at the touch of a button.

Had Greenleaves seen on the website that the seeds were out of stock there would be no complaint now.
Had Greenleaves received and e-mail to that effect along with a choice as to whether to wait for the order or take a refund, everything would be fine.

But I think that to sell over the internet and thereby take advantage of inexpensive marketing while choosing not to use the internet to easily improve customer service is just plain rude.

[Chris11]

I've made several seed orders to T&M, and there has either been no problem, or any problem was sorted out to my complete satisfaction by T&M, either by email or phone.

I think they're the biggest company, so inevitably they get more public moans than most, but relative to their size, I doubt their percentage of problems is much different to several others.

I've never really considered buying plants by post, but I expect that could be very much more unpredictable and unreliable, whoever you buy from.

[ThompsonMorgan]

Hi
Thank you for your prompt reply.

Your seeds are on their way to you. They were put in the post yesterday. Orders take a little longer to process when they're placed over a weekend. You should receive all 10 packets of seeds in the post within the next couple of days.

Your seeds may currently be out of stock but your order was safely on our system.

Please do not hesitate to contact our Customer Care Team if you have any further queries. Our contact details are to be found here: Thompson & Morgan: Contact Us.

Thanks for your understanding.

Kind regards,
Anne

[Thelma Sanders]

Your seeds may currently be out of stock but your order was safely on our system

as was the money

[Greenleaves]

Thank you

It is reassuring to know it was the weekends fault and not that of Thompson and Morgan.

I shall say no more on the matter unless of course my seeds don't turn up in the next 'couple' of days (2) as you have stated.

Kind regards

A never to return former customer

[spamvindaloo]

Not going to say anything one way or the other about T&M as I've had good and bad experiences with many seed companies. But I think when these forums post about '10 for £10' offers which are probably also posted on other forums, their sales must increase by a very large percentage. Things are going to go out of stock and I don't know how 'real time' T&M's system can update their website, it may just be that the orders went through the roof and they couldn't cope.

(And no, I'm not a T&M employee and I do plan to come back and post again)