D.T Brown's - good prices, not so good order process

aliasojo

I ordered several items from D.T. Brown's, it was a sizeable order costing £150. All items were classed as 'in stock', in fact the actual blurb said 'half price whilst stocks last'. That suggests to me that they have physical stocks themselves.

Part of my order arrived quickly but there's been no sign of the rest of it.

I called several times to query, using the 'query' option on their call automated system and it just rings out constantly. I've tried morning and afternoon. I eventually rebelled and used the 'order' option instead, lol.

Csa tells me the items I'm waiting for come direct from the manufacturer, they don't carry stocks of these. They are not due to be dispatched until next week. So that will be 3 weeks wait for something that was supposedly in stock.

I pointed out the website does not make that clear and that it does actually say 'in stock'. "Sorry" she says (completely unconcerned).

Now it's not the end of the world, but part of this order was for someone else and there was a time constraint involved. I've let someone down simply because this company gave a false impression on their website. Even if the csa had said something along the lines of 'we'll look into that and make sure the info is clearer' or something along those lines, then at least other people wouldn't be similarly misled.

As it is, we still want the products and it hasn't caused anything other than a bit of embarrassment and a little inconvenience but I thought it worth posting in case others order from here too and perhaps they could actually check first before ordering if time is of the essence.

aliasojo

Thought I'd update this just for anyone's interest.

After posting the above, a DT Brown's representative joined the site to pm me about my post and my experience with the company.

Apologies were offered and a request for details was made so the situation could be looked into.

I replied to the pm and have heard nothing since.

My order was made on the 26th of February, this is now the 20th March and the items which were supposed to be 'in stock' have still not arrived.

I'm a fair person and can accept things don't always go according to plan, but I do feel the length of time waiting for these items to be delivered is now unacceptable and reflects badly on the company, as does the lack of communication with regard to the delay.

I'm gearing myself up to call them again but the thought of the obstacle course telephone system is putting me off.

Just thought I'd let you all know of my experience. It's always useful to see honest customer reviews.

looby75

£150 on seeds :eek:

are you planning on opening a new Kew lol

aliasojo

Tut tut looby, you're making things up now. :rotfl:

DT Brown's sell a variety of products, it's not just seeds.

vuvuzela

aliasojo wrote: »

Thought I'd update this just for anyone's interest.

After posting the above, a DT Brown's representative joined the site to pm me about my post and my experience with the company.

Apologies were offered and a request for details was made so the situation could be looked into.

I replied to the pm and have heard nothing since.

I would be very wary of this and would report them to the forum team here for checking.

aliasojo

That's odd, I looked at the list of allowed Companies and DTBrown's isn't on the list.

I then looked at the list of ordinary members and I can't find their name on that list either.

However they did also give a customer service email address in their pm, which was @dtbrownseeds.co.uk so I had no reason to question the validity of the message.

Edit: I should add that the only details I gave by return pm was my order number and my first name.