Plants delivered late but no response from company when complaining.

bubbleflower

I bought 3 fuchsia plants online from Thompson & Morgan and they said they would be delivered by the end of May, but they did not arrive until 10th June. I have sent emails complaining that they arrived late, and one was also dead, with the dried-up buds of the other two plants loose in the boxes, but I have had no reply apart from a voicemail on my mobile on the Sunday morning which said that I must have received them by now, but no apology was offered. I have asked for a full refund of £4.99, which the company must think is not of much value as I have had no response. Although it is only £4.99, I feel I have had very bad customer care and wish to claim back my money, especially as one plant was dead.

Has anyone any advice? How can I claim back my money?

Thanks.

paulrn_2

Cannot offer any advice but we had exactly the same problem all be it with different plants. We did get a refund and the plants, poor quality, turned up some 3 months late. We had no response from them and will never ever use them again. Just seems that they are a bad company there are plenty of others to choose from

mrcow

Have you tried ringing them?

0844 2485383

fiscalfreckles

In my experience, they will refund or replace plants , but they take their time doing so & their communication is dreadful. Expect to wait days for each reply to your complaints. I did get a refund eventually.

renegade

I took advantage of the offer for 10 Fuschia plants just for pp.
Thye arrived in quite a good state- I potted them up and they are growing very well, I am well pleased with them!

bubbleflower

mrcow wrote: »

Have you tried ringing them?

0844 2485383

I shouldn't have to ring them and be charged for the call when it's their fault.

Plus I prefer to email then you have a record of the communication.

mrcow

bubbleflower wrote: »

I shouldn't have to ring them and be charged for the call when it's their fault.

Plus I prefer to email then you have a record of the communication.

Or you can just ring them and avoid days of frustration and having to start a thread on it on a forum for advice.

It's an 0844 number - will cost you pennies.

It's not worth getting yourself upset about when you can solve it by paying a few pence for a phonecall.

For all you know, their email could be playing up.

bubbleflower

mrcow wrote: »

Or you can just ring them and avoid days of frustration and having to start a thread on it on a forum for advice.

It's an 0844 number - will cost you pennies.

It's not worth getting yourself upset about when you can solve it by paying a few pence for a phonecall.

For all you know, their email could be playing up.

There is nothing wrong with their email system. I have had a similar problem with them before, but as I thought it was a 'one-off' I placed another order. I won't be using them again, so they have lost a potentially good customer.

I do not have the time and money to call a company who has poor customer care, and end up hanging on the line in a queue because other dissatisfied customers are trying to get through.

And as I said, I prefer to keep a documented record of communication, which is difficult as I do not have a recording device on my phone.

Please only give advice I can use, ie how to go about claiming my money back. Thanks.

mrcow

bubbleflower wrote: »

Please only give advice I can use, ie how to go about claiming my money back. Thanks.

Call them and ask them. They may refund you on the spot. Job done.

pulliptears

bubbleflower wrote: »

Please only give advice I can use, ie how to go about claiming my money back. Thanks.

you have been given that. Call them.

Explain your situation. All you need for your documented communication is a note that you call them and spoke with 'x'. Should you get no satisfaction from a call, send them a recorded letter.

At the end of the day its £4.99. Is it worth the stress when its easier to just pick up the phone?!

bubbleflower

pulliptears wrote: »

you have been given that. Call them.

Explain your situation. All you need for your documented communication is a note that you call them and spoke with 'x'. Should you get no satisfaction from a call, send them a recorded letter.

At the end of the day its £4.99. Is it worth the stress when its easier to just pick up the phone?!

I have tried all this, so now... what path do I follow to claim back my money. Some people may think I am being petty trying to claim back £4.99, but the company is in breach of the original contract/agreement, which means I have consumer rights to claim back the money they took for advanced payment.

Is there anybody who can tell me the correct way to claim back the money from companies who refuse to enter into any correspondence.