O Sutton

I've been a loyal Harris Farm Lane Cove customer for years, but a recent experience with a team member named Zeron moved me to write this review.

I was rushing to get to my daughter's school musical and had grabbed a beautiful bunch of roses with coloured baby's breath. The flowers had been stored in water and the bottom half had no wrapping. This was a real problem — we were giving them to one of the leads in the show, who wouldn't come off stage until 9pm. It was only 5:45pm, meaning the flowers needed to survive in water for more than three hours before they'd even be handed over. The in-store florist had already left for the day.

Zeron stepped in immediately. He sourced a freezer bag from the fruit section, added water to keep the stems fresh, wrapped them in tissue paper, secured everything with a rubber band, then finished it off with proper florist paper and a beautiful tie. Clever, resourceful and done with such warmth.

We made it to the show on time and the flowers were stunning when presented after the performance. That's entirely down to Zeron's quick thinking and genuine care. Harris Farm is lucky to have him. ⭐⭐⭐⭐⭐

I have used this company twice before and thought they were great however service seems to have slipped with my most recent order placed by express post. I got a call sometime thereafter to advise that the contact lenses I ordered were not in stock, there was no ETA at all when they would next be in stock and to arrange a refund or refer to the email that they sent me. At the time of ordering there was no indication to me that there was no stock and I certainly did not receive any email to advise that they were out of stock or next steps. I then called the number back at 11:30am Monday and was told that none of the team could speak with me and that I should leave my number to expect a return call. I've now spent over $600 2 weeks ago, stillnot refunded or called back and I'm out of my contact lenses.

Really fun and useful tool which enabled me to envision what sort of style and colours I liked before spending lots of $$$ on furniture and realising afterwards that it wasn't cohesive with the rest of the room.

ZERO STARS. WORST CUSTOMER SERVICE IF YOU WANT TO MAKE ANY CHANGES. EXTREMELY SLOW TO RESPOND AND NOT HELPFUL AT ALL. NOT HAPPY.

CLUB MED ("CM") DID NOT BOOK OUR TOUR, SO THEY INCURRED ZERO COSTS. NOT REASONABLE THAT THEY WOULD KEEP OUR MONEY (OVER AUD$800). WE SPOKE TO THE EXCURSIONS DESK AND RECEPTION SO MANY TIMES WHILST WE WERE IN BALI AND ALSO TO OUR TRAVEL AGENT IN AUSTRALIA TO FOLLOW UP IF WE COULD DEFER THE EXCURSION, GET A CREDIT OR USE IT ELSEWHERE IN THE RESORT AS WE WERE THERE UNTIL 5 JANUARY 2023 AND DESPITE ALMOST DAILY CORRESPONDENCES NO ONE POINTED OUT TERMS AND CONDITIONS UNTIL 2 WEEKS LATER WHEN WE WERE BACK HOME IN AUSTRALIA.

CM BALI REFUSED TO HANDLE ANY EXPERIENCE CHANGES AT RECEPTION CLAIMING THEY MUST BE IN AN EMAIL FROM YOUR TRAVEL AGENT. WE GOT THAT AND STILL THEY REJECTED OUR REQUEST. MONEY HUNGRY MOB. THEY DO NOT CARE ABOUT YOUR EXPERIENCE AT ALL. COMPLETELY INCOMPETENT AND UNACCEPTABLE HANDLING.

We arrived at CM Bali on 31/12/22 9pm and our kids were adamant that after 2 weeks of adventuring through Vietnam they were exhausted and did not want do another day trip anywhere. We received a $300 Club Med voucher which could be used on any on-demand experiences (spa, excursions, etc) as we had prepaid before a certain date. We prebooked the West Nusa Penida excursion but found out on arrival at CM Bali that it is a full day trip on a very long and bumpy bus ride so I went to the Excursions Desk the next morning (1 January 2023) to enquire if we could defer or get a credit for our prepaid excursion (or least the $515.28 we paid). The Excursions Desk said that they didn't have any booking for us so directed us to Reception.

At Reception I explained our situation with Cacik as the excursion wasn't booked yet. Cacik advised that they can't do credits at Reception but that I could request that the excursion amount be transferred to spa credits, etc if it was emailed and communicated directly by my travel agent in Australia to CM Bali.

2 January: Renae said "I have been in contact with CM - They advised that they are unfortunately unable to transfer any funds/ credits to a new reservation without the written approval from the resort / reception directly. Is there any chance you are able to get one of the club med representatives at the resort to send me an email confirming/ declaring the funds can be transferrable to a new reservation?"

2 January: I showed Cacik Renae’s email and then called Renae in Australia from Bali so we could all work together on getting exactly what CM needed to transfer my prepaid excursion funds to a travel credit or use it elsewhere at CM Bali before we leave on 5 January 2023. Cacik put me onto Maria (Welcome and Service Supervisor) who said that she just needs to email my travel agent an email confirming that my family never took the excursion.

Email from Maria on 3 January: "Dear all, Please find attached confirmation from our excursion office, that Sutton family haven't used the excursion "West Nusa Penida".

4 January: Renae emailed: “I have been in contact with CM - I am just currently awaiting their confirmation as they mentioned they are needing to escalate this with their management. I should receive an update from them before end of day today.” I responded "Thanks. Let me know how you go or if there is anything I can do from my end. As the CM Boxing Day special finishes tomorrow and we are pretty much flying the whole day, we don't want to miss out but Hubby doesn't want to go ahead and book until we hear back re the CM Bali travel credit“.

Renae wrote on 11 January: “Hey Olivia! I have contacted CM and they have advised the below:
Their customer relations department advised that as per T&Cs, they would be unable to honour a credit and the amount paid for the on demand experience would be non-refundable.” I called Club Med Customer Sales on 12 January and spoke with Lauren (they don't have a Customer Relations phone number, just an email). Lauren responded on 17 Jan she had spoken with CM Head Office who repeated the above response.

ZERO STARS. WORST CUSTOMER SERVICE IF YOU WANT TO MAKE ANY CHANGES. EXTREMELY SLOW TO RESPOND AND NOT HELPFUL AT ALL. NOT HAPPY.

CLUB MED ("CM") DID NOT BOOK OUR TOUR, SO THEY INCURRED ZERO COSTS. NOT REASONABLE THAT THEY WOULD KEEP OUR MONEY (OVER AUD$800). WE SPOKE TO THE EXCURSIONS DESK AND RECEPTION SO MANY TIMES WHILST WE WERE IN BALI AND ALSO TO OUR TRAVEL AGENT IN AUSTRALIA TO FOLLOW UP IF WE COULD DEFER THE EXCURSION, GET A CREDIT OR USE IT ELSEWHERE IN THE RESORT AS WE WERE THERE UNTIL 5 JANUARY 2023 AND DESPITE ALMOST DAILY CORRESPONDENCES NO ONE POINTED OUT TERMS AND CONDITIONS UNTIL 2 WEEKS LATER WHEN WE WERE BACK HOME IN AUSTRALIA.

CM BALI REFUSED TO HANDLE ANY EXPERIENCE CHANGES AT RECEPTION CLAIMING THEY MUST BE IN AN EMAIL FROM YOUR TRAVEL AGENT. WE GOT THAT AND STILL THEY REJECTED OUR REQUEST. MONEY HUNGRY MOB. THEY DO NOT CARE ABOUT YOUR EXPERIENCE AT ALL. COMPLETELY INCOMPETENT AND UNACCEPTABLE HANDLING.

We arrived at CM Bali on 31/12/22 9pm and our kids were adamant that after 2 weeks of adventuring through Vietnam they were exhausted and did not want do another day trip anywhere. We received a $300 Club Med voucher which could be used on any on-demand experiences (spa, excursions, etc) as we had prepaid before a certain date. We prebooked the West Nusa Penida excursion but found out on arrival at CM Bali that it is a full day trip on a very long and bumpy bus ride so I went to the Excursions Desk the next morning (1 January 2023) to enquire if we could defer or get a credit for our prepaid excursion (or least the $515.28 we paid). The Excursions Desk said that they didn't have any booking for us so directed us to Reception.

At Reception I explained our situation with Cacik as the excursion wasn't booked yet. Cacik advised that they can't do credits at Reception but that I could request that the excursion amount be transferred to spa credits, etc if it was emailed and communicated directly by my travel agent in Australia to CM Bali.

2 January: Renae said "I have been in contact with CM - They advised that they are unfortunately unable to transfer any funds/ credits to a new reservation without the written approval from the resort / reception directly. Is there any chance you are able to get one of the club med representatives at the resort to send me an email confirming/ declaring the funds can be transferrable to a new reservation?"

2 January: I showed Cacik Renae’s email and then called Renae in Australia from Bali so we could all work together on getting exactly what CM needed to transfer my prepaid excursion funds to a travel credit or use it elsewhere at CM Bali before we leave on 5 January 2023. Cacik put me onto Maria (Welcome and Service Supervisor) who said that she just needs to email my travel agent an email confirming that my family never took the excursion.

Email from Maria on 3 January: "Dear all, Please find attached confirmation from our excursion office, that Sutton family haven't used the excursion "West Nusa Penida".

4 January: Renae emailed: “I have been in contact with CM - I am just currently awaiting their confirmation as they mentioned they are needing to escalate this with their management. I should receive an update from them before end of day today.” I responded "Thanks. Let me know how you go or if there is anything I can do from my end. As the CM Boxing Day special finishes tomorrow and we are pretty much flying the whole day, we don't want to miss out but Hubby doesn't want to go ahead and book until we hear back re the CM Bali travel credit“.

Renae wrote on 11 January: “Hey Olivia! I have contacted CM and they have advised the below:
Their customer relations department advised that as per T&Cs, they would be unable to honour a credit and the amount paid for the on demand experience would be non-refundable.” I called Club Med Customer Sales on 12 January and spoke with Lauren (they don't have a Customer Relations phone number, just an email). Lauren responded on 17 Jan she had spoken with CM Head Office who repeated the above response.

ZERO STARS. WORST CUSTOMER SERVICE IF YOU WANT TO MAKE ANY CHANGES. EXTREMELY SLOW TO RESPOND AND NOT HELPFUL AT ALL. NOT HAPPY.

CLUB MED ("CM") DID NOT BOOK OUR TOUR, SO THEY INCURRED ZERO COSTS. NOT REASONABLE THAT THEY WOULD KEEP OUR MONEY (OVER AUD$800). WE SPOKE TO THE EXCURSIONS DESK AND RECEPTION SO MANY TIMES WHILST WE WERE IN BALI AND ALSO TO OUR TRAVEL AGENT IN AUSTRALIA TO FOLLOW UP IF WE COULD DEFER THE EXCURSION, GET A CREDIT OR USE IT ELSEWHERE IN THE RESORT AS WE WERE THERE UNTIL 5 JANUARY 2023 AND DESPITE ALMOST DAILY CORRESPONDENCES NO ONE POINTED OUT TERMS AND CONDITIONS UNTIL 2 WEEKS LATER WHEN WE WERE BACK HOME IN AUSTRALIA.

CM BALI REFUSED TO HANDLE ANY EXPERIENCE CHANGES AT RECEPTION CLAIMING THEY MUST BE IN AN EMAIL FROM YOUR TRAVEL AGENT. WE GOT THAT AND STILL THEY REJECTED OUR REQUEST. MONEY HUNGRY MOB. THEY DO NOT CARE ABOUT YOUR EXPERIENCE AT ALL. COMPLETELY INCOMPETENT AND UNACCEPTABLE HANDLING.

We arrived at CM Bali on 31/12/22 9pm and our kids were adamant that after 2 weeks of adventuring through Vietnam they were exhausted and did not want do another day trip anywhere. We received a $300 Club Med voucher which could be used on any on-demand experiences (spa, excursions, etc) as we had prepaid before a certain date. We prebooked the West Nusa Penida excursion but found out on arrival at CM Bali that it is a full day trip on a very long and bumpy bus ride so I went to the Excursions Desk the next morning (1 January 2023) to enquire if we could defer or get a credit for our prepaid excursion (or least the $515.28 we paid). The Excursions Desk said that they didn't have any booking for us so directed us to Reception.

At Reception I explained our situation with Cacik as the excursion wasn't booked yet. Cacik advised that they can't do credits at Reception but that I could request that the excursion amount be transferred to spa credits, etc if it was emailed and communicated directly by my travel agent in Australia to CM Bali.

2 January: Renae said "I have been in contact with CM - They advised that they are unfortunately unable to transfer any funds/ credits to a new reservation without the written approval from the resort / reception directly. Is there any chance you are able to get one of the club med representatives at the resort to send me an email confirming/ declaring the funds can be transferrable to a new reservation?"

2 January: I showed Cacik Renae’s email and then called Renae in Australia from Bali so we could all work together on getting exactly what CM needed to transfer my prepaid excursion funds to a travel credit or use it elsewhere at CM Bali before we leave on 5 January 2023. Cacik put me onto Maria (Welcome and Service Supervisor) who said that she just needs to email my travel agent an email confirming that my family never took the excursion.

Email from Maria on 3 January: "Dear all, Please find attached confirmation from our excursion office, that Sutton family haven't used the excursion "West Nusa Penida".

4 January: Renae emailed: “I have been in contact with CM - I am just currently awaiting their confirmation as they mentioned they are needing to escalate this with their management. I should receive an update from them before end of day today.” I responded "Thanks. Let me know how you go or if there is anything I can do from my end. As the CM Boxing Day special finishes tomorrow and we are pretty much flying the whole day, we don't want to miss out but Hubby doesn't want to go ahead and book until we hear back re the CM Bali travel credit“.

Renae wrote on 11 January: “Hey Olivia! I have contacted CM and they have advised the below:
Their customer relations department advised that as per T&Cs, they would be unable to honour a credit and the amount paid for the on demand experience would be non-refundable.” I called Club Med Customer Sales on 12 January and spoke with Lauren (they don't have a Customer Relations phone number, just an email). Lauren responded on 17 Jan she had spoken with CM Head Office who repeated the above response.

I love the professionalism efficiency and top notch customer service that this company has!!! Will definitely be ordering from you again! Loved receiving the sample pack so I could see and feel the products before buying and for the foresight to predesign a USB for me!! LOVE IT!!