Thompson & Morgan www.thompson-morgan.com

I have been a Thompson & Morgan customer for a number of years with no previous plant quality concerns, however I have had to contact customer services re the last x3 orders about nearly dead plants. The most recent order was for x2 hydrangea’s where firstly only 1 arrived.

The plant is in an awful state, looking very unhealthy and as though it has been eaten. Seeing as I paid nearly £25 for x2 plants, this is clearly not acceptable. I will not be using this company again put it that way!

Possibly the worse customer service EVER! I placed an order on 14/5/22 and received an order number and email confirmation of my order. My bank account shows the payment being taken on that day. The email said it was scheduled for a “dispatched in 24 hours” delivery. After over a week I had still received nothing. I emailed “customer service” (the most inappropriate name ever!) to receive not so much of an apology but stating that although I had received an email and an order number, the order had not been placed. I was asked to provide further information (90% of it I had already submitted but they had not bothered to properly read my email) and then received further emails stating the order didn’t exist, despite confirming the money had been taken from my account. How can you possibly trust a company whose own systems send confirmatory emails, give you order numbers take your money then none of their systems have any record of any of this???? Genuinely appalling customer service, what an utter waste of my time and money. I am still awaiting anything even remotely resembling a helpful reply from them. Truly appalling. Will not be ordering ever again!!! Sadly, I made the mistake to pay to join their “members club” - don’t be fooled this company does not have the infrastructure to support online business. Please, do yourself a favour and avoid them, still waiting for my refund/order to arrive at the time of writing.

Thompson & Morgan charge £4.99 delivery per plant on Wowcher and Groupon. They set the delivery cost WITH Wowcher and Groupon. So if you buy 6 plants, you’ll pay 6 delivery fees. 

Unbelievably absolute rubbish service

Unbelievably absolute rubbish service,

Paid nearly £1000 for some artificial hedge rolls, and 2 weeks later it is still sitting in the couriers warehouse, call them to ask where it is and they don't eben know, No order confirmation, nor invoice or tracking numbers, I had to constantly chase to the point I gave up and asked for a refund. They don't even know what a VAT invoice or credit note is so it can be filed with accounts.

I ordered an item from them with a delivery date BY 30/06/21. After I'd placed the order the timescale changed to being dispatched ON 30/06/21. When I contacted Thompson & Morgan to complain about this, they promised me a "Priority" dispatch on 30/06/21. I was amenable to this, but the date has come & gone. The item is now showing as being dispatched on 02/07/21, yet 3 days on & there has been no movement? I contacted the delivery company & they confirmed the parcel has either not been handed to them (which I strongly suspect) or has gone missing. PLEASE, PLEASE, save your time, money & effort & go somewhere reliable.

Wish I had read reviews online before I ordered. All sites have some bad reviews, but this company have an overwhelming number of bad reviews.

Ordered 72 perennial plug plants in mid March for despatch by the end of April, received them early June. Some were dead on arrival, some obviously dying, so planted them into bigger pots immediately. Very few of the plants survived, and after a few weeks when I lifted the plants found that only one variety (six plants) had thrown out any new roots. A total waste of time and money.

So I won't be buying from this company again, and I imagine, judging by the reviews, that they don't get a lot of repeat business.

I have been a T&M customer for many years, but things have just got worse. No delivery, yet again, ``must have got lost in transit`` and ``sorry, none left to send to you``.

I have put up in the past with less than 90% success rate, but this year, 8 days delivery time on earlier orders has ruined nearly all plug plants. Perennials ordered in January and again in May all failed to arrive. I now read in Which magazine (May 2021) that T&M fall next to bottom in customer satisfaction surveys. I just purchased plug plants from a rival firm with prompt delivery and 100% success rate.

I ordered raspberry canes mid April, they kept pushing back delivery date now intimated for end of june and now wont refund. Judging by the amount of complaints from review sites this is there standard operating model. Avoid.

Terrible experience with them who promised the plants I ordered were to be dispatched within 24 hours when I put them in my cart and even emailed me a confirmation of that 24 hour dispatch. This is far from the truth. The 7 which were supposed to be dispatched within 24 hours have still not been dispatched 20 days later. 1 plant was supposed to be dispatched 7 days later and they finally posted an update on my order online saying it would be delivered in August!No message to me, nothing, just wrote a note on my order online, thinking its on me to search for that info. Based on being told that most of the plants would be dispatched within 24 hours I dug holes in my garden to prepare for planting the trees and shrubs and now am left with a big mess and dreadful customer service from Thompson & Morgan. I was told by first phone staff at T&M that I could not speak with supervisor after I requested escalation of the issue! A supervisor called me and left a message on my phone offering £20 refund for the inconvenience and said he would call back to discuss the order. Its 16 days later and have never heard back from him and I have written several emails to customer service team who ignore my questions and just keep insisting that they shipped out compost and fertiliser and support stakes for the tree, even after I cancelled them as I don't need that with no plants do I?Now I have huge bags of compost and feed and big stakes and poles but no plants. They only reply to tell me to send back the bags of compost and they will refund me. I have asked for my refund more than 10days ago and still have no refund. I asked for itemisation of my bill and what they are refunding to get this over as quickly as possible and have heard nothing back. They are still holding my money. I email every day or 2 and ask to speak with a supervisor and they ignore the request. Silence. The phone service is so rude when you ask to speak to a supervisor to sort thru this nonsense, I do not want to experience that again. I even wrote to the holding company Branded Garden Products but have had no reply. All in all a disaster for this years plantings. Go to Waitrose Garden online instead, they delivered great plants to me in 2 days! We don't need to give our money to companies like this who don't value their customers and instead abuse us. I will never order from them again. Thompson and Morgan, refund my money now!

They can't fulfill the 48 hour dispatch items they have advertised. Loop you in my dispatching the 1p extra special offer plants that you don't really want, take your money (and expensive delivery) then constantly fail to dispatch the item you really wanted.

Eventually when it's obvious that they can't send what you paid for, they agree to cancel the item, but the 1p special ends up costing you a fortune as they keep the expensive delivery.