Problem communicating with Thompson and Morgan

wadewade

I ordered some plugs but they arrived in very poor condition. I have tried complaining twice to their customer care email adress but have not received even an acknowledgement in two weeks. Their website says their phone lines are closed.
Does anyone know the direct email address of their CEO/Managing Director please?

[Deleted User]

There's a fair chance no-one's working, if they are correspondence will be weeks behind, wait until your case gets to the 'top of the pile' before doing anything more and expect to hear in a month or so.
(I've not been too pleased with their plugs and plants, over the years either, don't use them any more). 

Farway

In the meantime you could leave a negative review on the web site. At least it will be read and help others, plus due credit T & M leave the bad reviews as well as the good

Silvertabby

Website says that replies to e-mails will be dealt with within 3 days - but expect that it will take longer if they are swamped.

Perhaps I've been lucky, but all the plants - including plugs - that I have received from them have been fine.  Don't know if that is because I ordered them in February?

What I have noticed, however, is that some of the plants have been delivered by Hermes courier rather than Royal Mail.  Could be that T&M found that RM were taking too long. 

DD265

They are working but like every other garden related retailer have had a massive increase in the volume of orders given people have been stuck at home so turned to gardening, but garden centres were closed. Add to that contact centre staff presumably working from home.. I wouldn't like to be in their shoes!

I have had three plants recently; two arrived just fine (early, in fact) but the other ended up being with the courier (and it was a courier delay, not T&M's fault) over the bank holiday weekend at Easter and died. I didn't get a response to my email, but I messaged them via Facebook one evening and had a response the next day sorting it out.

scookey999

Took up the MSE offer of 20 hanging basket plants from your email of 18th March which said postage out end of April 2020 - about right for growing on plug plants for planting out - after chasing them they finally posted them 26th May & replied to my chase that they had posted them & would take a week in the post, when I got them yesterday 1st June - one was dried out, three were just leafless sticks, so I emailed them & planted them up, watered them & stood them in the sun to recover - today about half of them are just small green leafless sticks. As I'm on the NHS 12 week lockdown I cannot go out & queue for replacements at a garden centre so Thanks Thompson & Morgan, I'll make sure I never order off you again & I would advise MSE to be wary of them pushing offers in the future.

Apodemus

I, too, am pretty fed-up with T&M’s performance this year.  I’m still waiting for the plugs I ordered in mid-April.  It’s always touch and go, whether my geraniums flower before the first frosts of autumn, so if I don’t get these plugs soon it will be too late! 

My order has been a mess from day 1 this year, with items cancelled, others changed, random delivery notes and weeks from “goods despatched” to “goods received by courier”.  (Seriously, does it take six weeks to post out a pack of seeds?)  Some plants that I have received have been DOA.  Customer care has gone completely silent and today their on-line order tracking has gone down.   Yet they still manage to send me their daily emails with the latest special offer!

I appreciate that they are under pressure, but they are losing a lot of good-will and I will definitely look elsewhere next year.

wadewade

Thank you all for your comments. I'm sorry I haven't responded - been out of circulation for a bit.
Still haven't heard anything from T&M not even an apology for the delay.

Blackmoonsam

I've had a similar experience. I ordered compost in mid April and the website said to expect a 14 day wait, which was fine, but it's now been 50 days.  The only contact I've had was a phone call one evening saying they didn't plan to reply to my email but that it would arrive by the end of May (it didn't).  Frustrating as the majority of my veg plants have now died as I couldn't pot the seedlings.

pandora205

I've had problems with T&M too, though mainly cancellations and delayed deliveries (by several months).  The items that have arrived have been fine though.  When I had a problem with another order from Bakker (a plant dead on arrivals) and no response to two emails I posted on their Facebook page.  This was sorted out within a day then. 
Might be worth a try with T&M.

travellingred

I also ordered from the special offer on the MSE email. Plants arrived today. Very dead. 
Even had they been alive they are so small that they wouldn't have developed into flowering specimens before the autumn.