Plants from gardeningexpress.com

deaks_2

I should also add re the ebay account - it ceased in 2006 from the looks of things - recent problems only!! - I don't think so Mr Bonnett!! - even some of the positives on this ebay account are not, when you read them - Oh I wish I had looked into them before I ordered...

also see their ebay account - now not active - I wonder why??!!??

http://feedback.ebay.co.uk/ws/eBayIS...ab=AllFeedback

I think we should all make an effort to make others aware, they have obviously been letting down many customers for a long long time ...

deaks_2

Thought I would just phone the telephone number that "Gardening Express" put on this site - the same one as before, but apparently with more people - HO, HO , HO -

Automated message says that they are closed for the Bank Holiday and will open again next week!!! - didn't say when next week!

It Tuesday - 3pm - I'm moving to Essex they obviously have longer Bank Holidays than the rest of us, or could this be why they can't do what they say - cos the lovely Mr B gives all his staff extra time off! - excellent any jobs?

GardeningExpress

Terms & Conditions


1 In General
This web site is run by Gardening Express Limited (Company Reg. No. 5202816), registered office 1436 London Road, Leigh on Sea, Southend, Essex. Access to and use of this Web site and the products and search services available through this Web site (collectively, the "Services") are subject to the following terms, conditions and notices (the "Terms of Service"). By using the Services, you are agreeing to all of these terms, conditions and notices, without modification. Furthermore, you acknowledge that the Terms of Service may be updated by us from time to time. This Web site may also contains links to other Web sites, Web pages and services, which are not operated by Gardening Express (the "Linked Sites"). Your use of such Linked Sites will be subject to the terms of service contained within each such site and the respective terms of service will control the use of the respective site. In any event your link through to such a site will be subject to the these Terms of Service. You recognise that Gardening Express has no control over such Linked Sites and information, and you accept that Gardening Express provides no guarantee as to the accuracy or reliability of such sites or the information contained in them and you agree that we shall have no responsibility as to whether such links locate unintended or objectionable content or otherwise cause you distress, loss or damage.

2 Privacy policy
Under GardeningExpress.co.uk's privacy policy we may disclose to third parties certain information contained in our Users' registration applications, but we will not disclose your name, address, email address or telephone number unless we have informed you, been authorised by you, or are required to do so by law, subject to the Data Protection Act 1998. Our privacy policy may be found at Privacy Policy.

3 Prohibitions
You will not: commit or encourage a criminal offence; send or receive any material which is in any way offensive or obscene, or in breach of confidence, copyright, privacy or any other rights; act contrary to the acceptable use policies of any Linked Sites or community standards generally; transmit or distribute a virus; hack into any aspect of the Service; corrupt data; cause annoyance to other Users; infringe upon the rights of any other person's trade marks or other proprietary rights; send any unsolicited advertising or other promotional material, commonly referred to as "spam"; or attempt to affect the performance or functionality of any computer facilities of or accessed through the Gardening Express Web site.

4 Intellectual Property, Software and Content
The intellectual property rights in all software made available and content supplied to you remains the property of Gardening Express, its licensors, advertisers or content suppliers. You will comply with the terms of any agreement required by the owner of intellectual property rights in all software and content supplied to you as notified to you and you hereby acknowledge that all software that is not made readily available to you is confidential, and that all other rights including but not limited to database rights and copyright are asserted and reserved by Gardening Express, its licensors, advertisers or content suppliers. You may store, manipulate, analyse, reformat, print and display the content supplied solely for your own personal use. In no event are you permitted to publish, distribute or otherwise reproduce in any format any of the content or copies of the content supplied to you or which appears on the GardeningExpress.co.uk site and you are prohibited from using any such content in connection with any business or commercial enterprise including, without limitation, any media business or enterprise. You shall not modify, translate, reverse engineer, decompile, disassemble (except to the extent that applicable laws expressly or impliedly prohibit such restriction) or create derivative works based on any software or any documentation accompanying such software supplied Gardening Express, its licensors, advertisers or content suppliers. GardeningExpress.com™ and GardeningExpress.co.uk™ are trade marks belonging to Gardening Express Limited. No license or consent is granted to you to use these marks in any way, and Gardening Express reserves all rights in these and any related marks. You agree not to use these marks or any marks which are colourably similar without the written permission of Gardening Express Limited.

5 E-tail of Products and Services
By making a request/order you are offering to purchase a product which we will accept to sell to you on the following Terms and Conditions. All requests are subject to availability and confirmation of the order price by us. Dispatch times may vary according to availability and any guarantees warranties or representations made as to delivery times are limited to mainland UK and are on the basis that we are not responsible for any delay in delivery occurring due to postal delays or force majeure. Gardening Express are absolutely entitled to refuse any request made by you. If your order is accepted we will inform you by emailing you or else by calling you. We will also provide the identity of the party you have contracted with. This may be Gardening Express or in certain cases a third party. Where a contract is made with a third party Gardening Express is not acting as either agent or principal and the contract is made between yourself and that third party. When making a request you undertake that all details you provide to us requesting goods or services or bids made at auction are true and accurate, that you are an authorised user of the credit or debit card used to make your request or bid and that there are sufficient funds to cover the cost of the goods, services or bid. It is your responsibility to inform us of any changes to these details as soon as possible. Our returns policy. The cost of products and services may fluctuate. All prices advertised are subject to change without prior notice.
Product Availability
All items on our website are generally in stock for immediate delivery when you place your order, unless you are reserving stock in advance when it is out of season. These items are indicated throughout the site, along with the approximate delivery periods for the items. Plants and bulbs are living products and occasionally availability can be affected by adverse weather conditions and external factures beyond our control. In the event an item you have ordered is not available we will arrange back ordering the item until it is available again, a suitable alternative or a refund. Sizes and measurements of plants are approximate, as living items there will always be some variation between season, if recently pruned etc, and a minimum tolerance level of +/-10% should be allowed.
Delivery
Gardening Express delivers all year round to anywhere in the UK. It is important that you specify a delivery address and it is vital that the information is accurate. Subject to stock, all items should be received within 5 to 10 working days, but please allow up to 28 working days for delivery. Please remember that many items on the site are for ordering in advance, out of season, In which case, these will be delivered at the appropriate time for those items, as stated throughout the site. We suggest you have the items sent to an address where there will be somebody to receive your order. If this is not possible please be precise about where you would like the goods left if a suitable location exists. Gardening Express will not be liable under any circumstance should a delivery be delayed due to external influences beyond our control. Our carriers will attempt delivery several times if you are not in and leave cards informing you of this, and where they can be contacted to arrange a time to deliver when you will be available to received the goods. Should the carrier subsequently return the goods to us having left cards and attempted delivery more than once, we reserve the right to charge a 20% restocking fee. If the good are returned by the carrier after they have attempted delivery several times and are deemed to be unsuitable for re-sale, due to their perishable nature, you will be liable for the full purchase cost of the items, and we reserve the right to re-ship your order or offer any refund for the goods at our discretion.

6 DISCLAIMER OF WARRANTIES
THE SERVICES AND ALL INFORMATION, PRODUCTS AND OTHER CONTENT INCLUDED IN OR ACCESSIBLE FROM THIS WEB SITE AND THE LINKED SITES, ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS AND ARE SUBJECT TO CHANGE AT ANY TIME WITHOUT NOTICE TO YOU. TO THE FULLEST EXTENT PERMITTED BY LAW, Gardening Express DISCLAIMS AND EXCLUDES ALL REPRESENTATIONS AND WARRANTIES (EXPRESS, IMPLIED AND STATUTORY, INCLUDING BUT WITHOUT LIMITATION THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT OF PROPRIETARY RIGHTS) AS TO THE SERVICES AND ALL INFORMATION, PRODUCTS AND CONTENT INCLUDED IN AND ACCESSIBLE FROM THIS WEB SITE OR THE LINKED SITES.

7 DISCLAIMER OF LIABILITY
UNLESS EXPRESSLY STATED TO THE CONTRARY TO THE FULLEST EXTENT PERMITTED BY LAW Gardening Express, ITS CONTENT PROVIDERS, ADVERTISERS OR LINKED SITES SHALL NOT BE LIABLE FOR ANY DAMAGES WHATSOEVER, INCLUDING BUT WITHOUT LIMITATION TO ANY DIRECT, INDIRECT, SPECIAL, CONSEQUENTIAL, PUNITIVE OR INCIDENTAL DAMAGES, OR DAMAGES FOR LOSS OF USE, PROFITS, DATA OR OTHER INTANGIBLES, DAMAGE TO GOODWILL OR REPUTATION, OR THE COST OF PROCUREMENT OF SUBSTITUTE GOODS AND SERVICES, ARISING OUT OF OR RELATED TO THE USE, INABILITY TO USE, PERFORMANCE OR FAILURES OF THIS WEB SITE OR THE LINKED SITES, EVEN IF Gardening Express HAD BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND IRRESPECTIVE OF WHETHER SUCH DAMAGES ARISE IN CONTRACT, TORT, EQUITY, RESTITUTION, BY STATUTE, AT COMMON LAW OR OTHERWISE. YOU HAVE READ THIS DISCLAIMER AND AGREE TO IT ON THE BASIS THAT YOU AGREE IT IS REASONABLE.

8 DISCLAIMER AS TO OWNERSHIP OF TRADE MARKS (®,™ etc)
EXCEPT WHERE EXPRESSLY STATED TO THE CONTRARY ALL PERSONS, PRODUCTS, SERVICES AND LOCATIONS FEATURING ON THE Gardening Express WEB SITE ARE IN NO WAY CONNECTED, ASSOCIATED, LINKED OR AFFILIATED TO Gardening Express. FURTHERMORE, UNLESS IT IS EXPRESSLY STATED ON THE Gardening Express WEB SITE THAT A CERTAIN PRODUCT, SERVICE OR LOCATION IS CONNECTED, ASSOCIATED, LINKED OR AFFILIATED TO THE MAKERS, RIGHT OWNERS OR BREEDERS (THE "MAKERS") OF A PRODUCT OR BREEDERS OF A PLANT YOU SHOULD NOT MAKE SUCH AN ASSUMPTION, OR RELY IN ANY WAY ON THE EXISTENCE OF SUCH A CONNECTION, ASSOCIATION OR AFFILIATION, BY IMPLICATION OR OTHERWISE. ANY TRADE MARKS/NAMES AS MAY BE FEATURED ON THE Gardening Express WEB SITE ARE OWNED BY THE RESPECTIVE TRADE MARK OWNERS AND Gardening Express CLAIMS NO CONNECTION, ASSOCIATION OR AFFILIATION WITH THEM. WHERE A TRADE MARK (BRAND NAME) IS REFERRED TO IT IS USED TO DESCRIBE OR IDENTIFY THE PRODUCTS, SERVICES OR LOCATIONS (THE "GOODS") OR ELSE IT IS USED TO IDENTIFY THE MAKER OF A PRODUCT OR BREEDERS OF A PLANT.

9 Indemnity
You agree to indemnify, defend and hold harmless Gardening Express, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from, without limitation, your use of the Gardening Express services, your breach of the Terms of Service, your infringement of any intellectual property right or any other right of any person or entity, or your breach of any duty of confidence or privacy, or any defamatory statements made by you in any form.

10 Variation of content
Gardening Express shall have the right in its absolute discretion at any time and without notice to amend, remove or vary any of the content supplied in connection with the Service or which appears on any page of the Gardening Express Web site.

11 Submissions
All information and material submitted by you to Gardening Express or that you publish on any public area of the Gardening Express Web site shall be provided by the submitter and accepted by Gardening Express on a non-confidential basis subject to paragraph 2 above. Furthermore, Gardening Express shall be granted a perpetual royalty-free non-exclusive license in the copyright of any material submitted and Gardening Express shall be free to use, edit, copy, republish and distribute (for any purpose) and authorise others to do the same, any such information or material and any ideas contained in such information or material.

12 Termination
Gardening Express may at any time terminate or suspend any part of the Service without notice to you.

13 Invalidity
If any part of the Terms of Service is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of the Terms of Service will not be affected all other clauses remaining in full force and effect. So far as possible where any clause/sub-clause or part of a clause/sub-clause can be severed to render the remaining part valid, the clause shall be interpreted accordingly. Alternatively, you agree that the clause shall be rectified and interpreted in such a way that closely resembles the original meaning of the clause /sub-clause as is permitted by law.

14 Governing law
These terms and conditions shall be construed in accordance with English law and the courts of England OR the jurisdiction in which you are resident or domiciled (at Gardening Express’ election) shall have jurisdiction to resolve any disputes between you and Gardening Express, without regard to any choice of law provisions or private international law. You hereby consent to the exclusive jurisdiction and venue of the UK, for any and all disputes relating to the Terms of Service, use of this Web site or any Linked site in the event that Gardening Express have elected England as the jurisdiction.

15 Entire agreement
The above Terms of Service constitute the entire agreement of the parties and supersede any and all preceding and contemporaneous agreements between you and Gardening Express. Any waiver of any provision of the Terms of Service will be effective only if in writing and signed by a Director of Gardening Express.

GardeningExpress

hi, your order was handled in line with our t's and c's and statd policies. copied above for everyones info. You are of course welcome to return product that are not required for refund, and if you can provide details of who signed for your letter, we'll be happy to investigate.

GardeningExpress

deaks, due to the service issues you have raised, we are sorry that you have been dissapointed, we are therefore able to offer a credit note to the full value of your order. Please confirm that this is acceptable.

GardeningExpress

here are our faq's - these are available to view prior to ordering, so people know how any issues that may occassionally arise are handled.


We have used the real experiences of our own customers to ensure that the answers to most of your questions can be found below. We recommend that you read through these before you contact us, as in most instances, your question will have been asked by someone else previously and be included below.

I'm new, How do I order?
Welcome to Gardening Express, the home of great value plants & gardening accessories. All the items you see are available to buy online. Simply click on the item you wish to buy and click 'add to basket'. You can then adjust the quantity required, go back and add additional items to your basket or 'proceed to checkout'.

Please note you will need your credit, debit or charge card details, including the billing address (the address to where the card bills and statements are sent).

Do you have a catalogue?
No, Gardening Express does not print a catalogue. New products are added to the site daily, so you need to visit the GardeningExpress.co.uk site regularly to keep up-dated with all the latest plants & products.

Do you have a Shop?
No, we do not have a shop, we are a UK based Internet Retailer. We do will however deliver to most countries in the future as we roll out international sites.

Can I Contact you by Phone?
We prefer you to contact us by logging into your account and raising a support ticket - this enables us to respond to all your queries quickly and efficiently. Please ensure that your order number is included in all correspondence. Corresponding via this method has a lower cost to us than a call centre, and we have built this lower cost into our prices passing the savings on to you. Please note that in surveys, our customers have overwhelmingly and consistently said they wanted cheaper prices over anything else.

Do you do wholesale?
Yes we do, as well as selling directly to our end customers, we can also provide wholesale services to customers buying 10+ units of one product and spending over £1000 per invoice. Please contact us by logging into your account and raising a support ticket for further details.

Corporate Enquiries

For all corporate/shareholder enquiries please refer to our investor relations page

Press And Media Relations, Affiliate Schemes and On-Line Partners, General Marketing - Please contact us by logging into your account and raising a support ticket, our customer care team will then pass you the appropriate email address.

Will you be getting any more in?
Unfortunately some items will be out of stock or be removed from the site altogether if discontinued. Please be advised that our Customer Care team cannot tell you when a product will be back in stock. Tip – We often take repeat deliveries of popular products, or often we will leave them on the site to be reserved for the following season. We would advise you to keep checking the site to see if your desired item becomes available again, or in the case of special plants, order in advance to enable stock to be reserved for you and enable us to send it as soon as it is available once more. You will find the general delivery periods stated throughout the site, although these are of course subject to stock and seasonal availability/weather.


I need more information about a product
We include as much information as possible about a product on the product page itself. Usually, more detailed information like product sizing and materials can be found towards the bottom of the page. If you need more detailed information, please contact us by logging into your account and raising a support ticket quoting the product code, which can be found on the product page.


I saw this item in an advert but cannot find it on your site
This means that the product is temporarily out of stock or has been discontinued. Tip – We often take repeat deliveries of popular products, or have more growing on in the nursery. We would advise you to keep checking the site to see if your desired item becomes available again.

I saw this item in a magazine, Can you find it for me?
We now provide a 'request service' for plants and products you are looking for and can’t find anywhere else. For just £5 we will scour nurseries throughout the UK, Europe & beyond for any garden plant or product you are looking for, and if we can’t find it we’ll refund you. Once we have received your request we will get straight to work, and let you know if we can supply you, the price and time we’ll be able to deliver. If we can’t supply you directly, we’ll send you a list of alternative suppliers, who should be able to help you. Any product we source will of course be of the highest standards, and as always covered by our price promise. Please note: this service will go live in late 2007, keep an eye on our site for it.

The product I ordered is now reduced. Can you refund me the difference?
It’s rare for our prices to be reduced, we keep all our plants and products at great value prices all year round, and constantly monitor our competitors. The only time you’ll find a price reduced is if one of these starts a price war, then I promise you, we will not be beaten! Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

Can you tell me where else I can buy this product?
Please be advised that our Customer Care team cannot tell you where else our products can be purchased.

What cards do you accept?
We accept the following major Credit Cards:
Visa
Mastercard
Switch
Solo
Amex (coming soon)
Delta

What currency do you use?
We accept the following currencies:

UK Pound Sterling (GBP)


On international Sites: (coming soon)
US Dollar (USD)
Euro (EUR)

Can I pay by any other method?
We only accept payment by Credit Card, Charge Card or Debit card on the Internet. Please note we DO NOT accept the following payment methods:
Payment on Delivery
Email
Instalments
Splashplastic
Cheque
Bank Transfer
Postal Order
PayPal
Laser Card
How do I change currency?
To change currency simply click on the flag of the country whose currency you would like to view the site in, which can be found at the top right of every page. Please note this feature is not yet live and is coming soon.


Is it safe to order online?
We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features:
Authentification – this assures your browser that your data is being sent to the correct computer server, and that the server is secure
Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server
Data Integrity – this checks the data being transferred to ensure it has not been altered
In the unlikely event that your card is used fraudulently, your bank or card issuer cannot hold you liable for more than £50.00 of fraudulent charges. In the unlikely incidence of unauthorised use of your card you must report the incident immediately to your credit card provider in order to qualify for security protection.

Do I have to order online?
Ordering over the internet with Gardening Express is the safest and most secure method of paying and therefore we prefer orders to be placed online, however, orders can also be placed by calling our telephone order line.


When Will I be Charged?
When you reach the final billing page and Submit Your Order, our automated systems will immediately contact your bank/card issuer for authorisation to take payment from your account.

If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards. It is important to register a valid email address when ordering to receive this confirmation.

If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.

If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few minutes advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time).


Can I pick up my order from your nursery/ warehouse?
Unfortunately it is not possible to pick up orders from our nursery/warehouse.


How long will it take for my order to arrive?

Normal Delivery Times for Mainland UK

Standard Delivery – 3-5 working days for all items in stock/season but please allow up to 10-15 working days. Please check our guarantee page for current delivery times which is updated with this information regularly, as this above estimate can vary. If the order does not arrive in this time it can be considered that items are out of stock/out of season, these will be delivered as soon as possible when fresh stocks arrive or at the best seasonal planting time. Please be advised that our staff are unable to tell you exact dates that items will be back in stock/season, as plants are living items, and this will depend on many variables such as weather.

Or

Next Working Day – This premium service will be launched in 2007, watch this space.

Do you deliver to my country?
We deliver to all countries whose flags appear at the top right of every page (please note, this feature is not yet available), orders for delivery to these countries should be placed via the designated countries website, not all products are available to all countries. Please note, we are unable to deliver to your country if it is not listed. Please note: International sites will go live in the future, at present we are only able to supply the mainland UK.

Important: Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.


Do I have to pay import charges?
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

Can you leave the delivery at an agreed hiding place?
Yes, Delivery can be made to the address supplied when placing the order, and although this usually requires a signature on receipt, the parcels can be left in an agreed location. However, if you choose this option, we cannot be held liable for the goods and their condition once left in this location, and they are left entirely at your own risk.

Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods.

I’m having problems using your site

My user id/password is not recognised
Maybe you registered with another id or password? It is often the case that people forget what they used to register with us. You must use the exact user id and password combination with which you first registered in order to log back in to the site. If these are not successful or you have password related problems please contact 08000 33 61 61 with your query.


I'm having trouble with my basket
Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared.

If this is happening to you, it may be because you are using the ‘back’ button on your browser, rather than the links in the website itself. Please try again using the ‘continue shopping’ button on the basket page and then only click on links within the website. Do not use your 'back' button, or any other button on your browser if you can help it.

We use cookies to remember who you are, please make sure that you can accept cookies from us.
If these problems persist please contact our Customer Care team by logging into your account and raising a support ticket.


I am told that my card has expired, even though the expiry date is in the future.
This problem occurs when the date set on your own PC is wrong. Please check the date is correct (double click on the time at the bottom right of your screen) and then try placing your order again.
Other Technical Problems
Before contacting us we recommend that you update your PC using the Windows Update tool.
If problems persist, please contact us by logging into your account and raising a support ticket

To help us look into your problem please try to include in your email as many of the following details as possible:
Your Operating System (e.g. Windows XP, Mac OS 9.0)
Internet Browser (Internet Explorer 6, Netscape 7.02)
What URL you were trying to access (e.g. http://www.gardeningexpress.co.uk/LoginRegister.asp)
What time the problem occurred
Please cut and paste into the message any error message that appeared on the screen

I have just placed my order…

Can I change my order?
This will depend on the status of your order. Please check Order Tracking to find out the status of your order.
If your order status is 'Awaiting Dispatch' then it may be possible to amend it.

Please note that we can only change certain options the products may be available in, cancel items from your order or cancel your entire order. Unfortunately it is not possible for us to add items to your order or to upgrade your order from Standard Delivery to Next Working Day Delivery. To change your order please contact us by logging into your account and raising a support ticket with your Order Number and include details of the amendment(s) required. Customer Care will then reply to to either confirm that the amendment has been processed, or to advise if it has not been possible to amend the order for any reason.
If your order status is ‘Despatched’ or any other stage, no order amendments are possible. You will need to return the order to us.

Can I cancel my order?
Under the United Kingdom’s Distance Selling Regulations you have the right to cancel your order for any item purchased from Gardening Express, for a full refund. This does not apply to items that cannot be returned for shelf life reasons (These items are clearly marked with a '+' next to the product name), and those that have been unsealed. Order cancellations must be made in writing, quoting your order number, within 7 days of delivery of your item(s), and can be sent by post to the address below. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 14 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

Gardening Express RETURNS
Chelmsford
Essex
CM1 4UA

If you wish to cancel an order prior to despatch, we request that this is done in writing through the post for security reasons. We will then confirm this upon it's receipt.

I’m not going to be in when you deliver my parcel. What will happen?
The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.

I need to change the delivery address of my order
This will depend on the status of your order. Please check Order Tracking to find out the status of your order.
If your order status is 'Awaiting Dispatch' then it may be possible to amend it.
To change your delivery address please contact us by logging into your account and raising a support ticket with your Order Number and include details of the amendment(s) required. Customer Care will then reply to your message to either confirm that the amendment has been processed, or to advise if it has not been possible to amend the order for any reason.
If your order status is ‘Despatched’ or any other stage, no order amendments are possible. You will need to return the order to us.

My order is a gift for someone. Can I add a message to it?
Yes, please include this information (max. 60 characters) in the Additional Information section of our checkout. If you are ordering for delivery to an address other than the billing address, as is often the case with gifts, the invoice will not be sent with the order, so if it is a gift the recipient will not see how much was spent on the order.

Tracking Your Order

Can I track my order?
You can track your orders on-line by logging into your account. This page displays your order history as well as the status of any open orders.

Orders can also be tracked in more detail directly from the courier's website, of which details will appear in your account. Please remember that if you have a query relating to any information held on the courier's website you must contact them directly.

I have received my order...


I need to return an item

If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a full refund on receipt, or exchange the item if preferred.

Please note:
If you require a different product (rather than a straight swap out of the same product) you will need to place a new order online and return the original item for a refund.
Some products are non-returnable as they have a limited shelf life. These products are clearly marked with a ‘+’ next to the product name. The item is your responsibility until it reaches us.
For more details, including the returns address, please refer to our Returns Policy

Faulty or wrong item
If the item you received is faulty (excludes plants), please contact us by logging into your account and raising a support ticket quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

How long will it take to refund me?
Before contacting us please take note of the timescales required to process a refund:
Please allow 3-5 working days from receipt of a return for us process a refund.
Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent - it is important that you register accurate information on your account).
After receiving the return confirmation email, please allow a further 10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 10 Working Days).
When will I receive my replacement?
Before contacting us please take note of the timescales required to process an exchange:
Please allow 3-5 working days from receipt of a return for us process an exchange.
Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
- UK – Up to 5 Working Days
- European Union – Up to 10 Working Days
- Rest of World – Up to 15 Working Days
Please be aware that these times are an estimate and subject to seasonal stock avilability.

My order is marked as despatched in my account but has not arrived
In the unlikely event that your goods do not arrive after they have been despatched from us, please inform us within 5 working days after the despatch e-mail has been received. We will reship your order, or issue you with a credit note if stock levels have fallen. The credit note will total the full value of the goods not received, including shipping. Please note that refunds will not be made for goods shipped and not received, only Credit notes will be issued – this is for your and our protection to reduce instances of consumer fraud. It is your responsibility to correctly enter your e-mail address so the relevant emails from us can be received.

Part of my order is missing
Regrettably mistakes can occasionally happen. If you have received you order and an item is missing, please firstly check your order status, and cross reference the items delivered, with those marked as despatched. Remember, items ordered out of season, will follow when they are next available. If items indicated as despatched are not present, please contact us by logging into your account and raising a support ticket quoting your order number and the missing item(s) and they will investigate the matter further. Please bear in mind that order may be delivered in several parcels, and these can get separated in transit, only to be delivered a day or two later than the other items.

Do I have to pay for return postage?
If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility.
Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
If the item you received is faulty or is not what you originally ordered, please contact us by logging into your account and raising a support ticket quoting your order number, your name and address, details of the product. We will then advise on how to proceed with the return.

Why have you not refunded the delivery charge?
Delivery charges that we make are non-refundable unless:
You have received a wrong or faulty item from us
You send back the entire order

You have refunded me the wrong amount
Regrettably mistakes can occasionally happen. If you think you have been refunded the wrong amount please contact us by logging into your account and raising a support ticket, quoting your order number and the required refund amount.


Please note:
Delivery charges are non refundable (unless you have received a wrong or faulty item from us or you send back the entire order) so you will be refunded the full value of the items returned less the delivery charge.
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

If you still cannot find the answer to your question please contact us by logging into your account and raising a support ticket.

~Chameleon~

Why are you posting all this stuff here instead of dealing with your customer complaints via your own website????

You claim that these problems are recent yet your Ebay account shows that people were experiencing the exact same problems and the delays complained of recently, as well as inferior products, a year ago!!!!!!! :rolleyes:

Jonjulie

This thread has now turned into a promotional tool for the company and suggest any moderators viewing lock this thread.
It is clear the company fail on a regular basis to actually meet satisfactory standards expected ,surely anyone who does place orders after reading the reports from fellow MSE members must be mad.
Any company worth your business should be accountable for the shabby service and poor quality of product,any decent company should have customer care/complaint telephone lines instead of hiding behind emails.
****LOCK THE THREAD****

pippa_r

I can't understand why this company insists on continually quoting their terms and conditions on here in response to every complaint about them. By doing this, they are keeping this thread active and letting as many people as possible know what people think about them. A company that wants to promote shabby service and poor quality of service deserves all the bad publicity it gets.

As Jonjulie points out, anyone reading this must be mad to deal with them. I learnt the hard way and my experience with them was definately not in line with their often quoted terms and conditions.

pheasantry_2

GardeningExpress wrote: »

Hi,

I work for Gardening Express, and have recently been made aware of this board, I am here to help any one that has a problem, and offer an apology in advance for anyone that has experienced such a problem.

We are growing almost faster than we can deal with, but extra measures are being put into place to deal with demand, and 99% of orders are being delivered within 5-10 working days subject to seasonal delivery periods, with many faster than this.

If you can email us directly to Orders@gardeningexpress.co.uk with your order number and nature of query, we will undertake to resolve all issues put to us within 3-5 working days. Alternatively call 08000 33 61 61 between 10am and 4pm Monday to Friday - we now have extra staff manning this line, and a further call centre has been centracted to address excess calls also.

You may also wish to read
http://www.webwire.com/ViewPressRel....BA14&aId=35485

explaining recent delivery problems....

If you are still having problems getting in touch, we will be posting up the duty managers mobile number when we've been given authorisation to do so.

Gardening Express,
I appreciate that you say you are doing what you can to address an excess of orders, but as a frustrated customer can I suggest that your call centre should not just be an 'out-of-hours credit card ordering line' as every time I tried calling them in the daytime I was unable to get through, and only got through early evening when the staff were unable to deal with queries, but were quite happy to deal with new credit card orders!
Can I also suggest that:-
1. You honour the boast that you respond to support tickets within the stated 2-3 working days. You ignored my support tickets for two weeks, and then just referred me back to your terms and conditions when you did reply, and asked me to wait 24 hours before raising another support ticket! Only one of my multiple support tickets were responded to in 7 weeks.
2. All customers who order and pay for goods deserve to know when a) you delay orders being shipped until the risk of frost has passed, even for evergreen shrubs! b) if items are out of stock, approximate delivery times when it will be back in stock c) the right to cancel an order, especially when customers have paid for orders, if the delivery time is extended by you.
3. You should contact customers, giving them with the option, by e-mail or post, to cancel the order, so that they can buy plants from elsewhere if you are unable to supply them promptly.
4. Don't advertise plants for sale on your website which are not in stock - if you are that successful, as you boast, pay your money and get an interactive website which tells customers which plants are in stock and which plants they have to place on back-order, or order in advance - much more honest than what you are doing at the moment which is taking orders and money and not delivering for weeks!

I am not impressed with your service, and obviously will not be purchasing from you again in the future.

N.B. I am not a rival, competitor to you or anything to do with another garden centre - just a very unhappy customer who has only today received my non-seasonal order after waiting 7 weeks for a 3-5 working day delivery order!