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Problem with Thompson and Morgan

Not sure if this is the right forum, have searched but can't see any other posts about problems with T & M. Please tell me if I should post in the Praise Vent Warnings forum or elsewhere.

We've had problems with an order from T & M. We ordered 2 x collections of Fragrant Fountains earlier this year. Delivery was delayed due to demand, they eventually arrived and now they've flowered (4 of the 18 failed) they are all red and none of them cascade. We think we got the wrong item.

I've emailed T & M through "contact us" on their website, originally it said their email addy was [email protected], then the website said it was [email protected] thompson......... These emails have been returned as "could not be delivered, the following address failed".

I've snail mailed them recorded delivery but have received no reply.

OH is reluctant to phone them. Theirs is an 0844 number and when previously phoning them he hung on for 5 minutes after it was automatically answered and never got to speak to a human and at 5p per minute he's not prepared to see how long it takes to get through to someone.

Anyone got any ideas what we do next or has anyone got a geographical number for them where we can get answers? A previous call to a number found on SayNoto0870 resulted in the person answering giving us an 0844 number to call and when OH said he doesn't ring 0844 numbers she just said she wasn't prepared to discuss their telephone number with him!!!!

Replies

  • Try saynoto0870 website I think there's several numbers there starting with 01473. sorry I miss your last sentence. I would try another number on the list
  • enrich100enrich100 Forumite
    136 Posts
    If your on face book your best option is to join their facebook page Thompson & Morgan on Facebook as waiting for a responce by mail and by email will take over a fortnight to get a responce, if you air your problem on their facebook page they will typically contact you straight away and/or refund straight away, the more public the embarassment the quicker they respond

    the link bellow shows just a few of us who had problems with one of their offers,
    http://forums.moneysavingexpert.com/showthread.php?t=2500663&highlight=chelsea+flower&page=11
    we got refunds quickly once we embarrassed them publicly

    I use Suttons and Fothergils now for my live plants they might not have the same amount of stock but customer services for both is excellent plus typically orders only take days instead a fortnight

    if your desparate to email them the details to use are below but as I said be prepared to wait in excess of 14 days for a responce and then depending on who deals with you you will either get a proper responce or a template answer that has no relevance to your problem

    ALL ONLINE ORDERS
    For any order that was placed online through our website please contact our dedicated web team either by email [EMAIL="ccare@thompson-morgan.com"][email protected][/EMAIL] or call 0844 2485383 or write to:
    Customer Care
    Thompson & Morgan
    Poplar Lane
    IPSWICH
    IP8 3BU
  • TomsMomTomsMom Forumite
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    Thanks enrich100. I'm not on Facebook but I have been contacted by PM from someone who has given me contact details so I will persue that route and see what happens.

    As our order was done over the phone I used the email addy dedicated to phone orders rather than web orders.

    Thanks again for your response, much appreciated. I'll also check out the link to other posts.
  • enrich100enrich100 Forumite
    136 Posts
    remember you don't have to use facebook you could sign up just to complain, Its pretty much what I did
  • TomsMomTomsMom Forumite
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    enrich100 wrote: »
    remember you don't have to use facebook you could sign up just to complain, Its pretty much what I did

    Oh right, not much into all this social stuff :o. I've emailed one of the contacts I was given in the PM so we'll see what happens. If things don't get sorted then Facebook here I come!
  • carlycarly Forumite
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    enrich100 wrote: »
    If your on face book your best option is to join their facebook page Thompson & Morgan on Facebook as waiting for a responce by mail and by email will take over a fortnight to get a responce, if you air your problem on their facebook page they will typically contact you straight away and/or refund straight away, the more public the embarassment the quicker they respond

    the link bellow shows just a few of us who had problems with one of their offers,
    http://forums.moneysavingexpert.com/showthread.php?t=2500663&highlight=chelsea+flower&page=11
    we got refunds quickly once we embarrassed them publicly

    That's very useful information.... I have an ongoing problem with T & M and have been awaiting a replacement blueberry bush ( for one that arrived dead ) for 15 months. I email them every 6 weeks or so and get a load of promises and explanations for the delays as to why they cant deliver even thought they still advertise them on their website, Facebook here I come ! Thanks
  • TomsMomTomsMom Forumite
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    Yesterday I emailed one of the contacts given to me in a PM and have today received a very apologetic reply. T & M have refunded the full cost to our credit card and also included a £20 e-voucher. I told them I didn't want any sort of voucher as I would not be using them again but they sent one in the hope that I will return. I may use the voucher but I wont ever be a paying customer again!

    Thanks again for everyone's input.
  • it might be worth you looking in the gardeners world section on the T&M site to spend your voucher, http://www.thompson-morgan.com/affx/plants1/gwm.html all the plant in this section are free P&P and are usually cheaper than in the normal catalogue (do check though), you should use the voucher though, you have nothing to lose, I have no problem using their product if they are free
  • carly wrote: »
    That's very useful information.... I have an ongoing problem with T & M and have been awaiting a replacement blueberry bush ( for one that arrived dead ) for 15 months. I email them every 6 weeks or so and get a load of promises and explanations for the delays as to why they cant deliver even thought they still advertise them on their website, Facebook here I come ! Thanks

    good for you, let hope you get the right outcome
  • TomsMomTomsMom Forumite
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    enrich100 wrote: »
    it might be worth you looking in the gardeners world section on the T&M site to spend your voucher, http://www.thompson-morgan.com/affx/plants1/gwm.html all the plant in this section are free P&P and are usually cheaper than in the normal catalogue (do check though), you should use the voucher though, you have nothing to lose, I have no problem using their product if they are free

    Thanks so much for that. OH wants to spend it so I'll let him loose on that link and he can decide what he'd like. I can't believe they've got the begonia Fragrant Fountains in that list, they are lovely but I really don't want to go through the same farce if they turn out to be the wrong ones again!
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