Mr R Lawson

We placed an order for click and collect. The scheduled delivery date past without an email to collect. Some days later nothing had happened so I went into the Weymouth store. There was no trace of my order. The staff were incredibly helpful and I felt that they really took an interest in my problem. They promised they’d chase it up and let me know what was happening. Soon after I had an email my order was ready for me to collect.
I think that when things go wrong the quality of the business and its staff is demonstrated by how they put it right.

I had a problem with an order. I contacted customer service and sent a photograph asking their advice as to what had gone wrong. Their response was swift and very helpful. They replaced the damaged plants and referred me for further information to the RHS website.

The package arrived very quickly and before the expected date. It is a gift and the quality is excellent. I had a query and customer service were prompt and helpful with their reply.

I found it was easy to find out about the product and to order them. The items arrived in time and were delivered in good condition. I think they will make an excellent Christmas present for game playing families.

Online ordering and acknowledgement of the order is fine. The order is broken down into smaller units and an order number is given.
An email is sent when the order is dispatched but sadly no order number or indication of what is being sent is included.

I am happy with everything, but to make it great may I make a couple of suggestions.
1. When you send an email saying an order has been dispatched can the order number be included or even better add what has been sent.
2. Stop sending out the COVID standard replies when I chase a non delivery. It is very annoying and doesn't help. Tell me the truth and give me an idea when it will be sent, or even if it can't be sourced. That way I will know how long I have to wait and if you can't source it I will know if I need to order locally. Also if I have to order locally can you cancel the order you hold.
Otherwise great service.

I was very happy with the genuine product, price and quick delivery.

Exactly as described and arrived quickly and on time.