Problem communicating with Thompson and Morgan

Teecee69

I made an order way back in March and after I gave a scathing review on Trust Pilot last month they phoned me and told me they could not cancel my order as the pickers had gone out to pick them. I told them to phone them as I no longer wanted them. The company should be held accountable. This looks like a scam to me. £1.99 for the order BUT £5 for postage. One may eventually get the £1.99 back but they could pocket the postage which was never used. It looks like an old scam that was used back in the 1970's/80's often in newspaper adverts. Return the money for your item but keep the postage.

Apodemus

Teecee, while I am critical of T&M and think they are performing really badly at present, !!!!!!-up is much more likely than conspiracy.  Granted, an honourable company would try to sort out its existing problems ahead of introducing new special offers, but I would guess their current stance is down to a combination of pressures caused by the lock-down.

I emailed them again on Tuesday and, again, no new information from T&M but 48 hours after my email, I got notification from a courier company that they have received a package for me.  I’m assuming it is my plug plants, but they now seem to be delayed in transit, so I am not confident that they will reach here alive.  I don’t understand T&M’s delivery problems, as other suppliers are not facing the same issues - I ordered a drill online last Sunday and it was shipped from the factory in Germany on Monday and reached me on Wednesday morning.

testertrev

Got a response form T&M about 12 days after filling in contact form on the website.  Full refund (as voucher) given for strawberry plants that were DOA so happy days (I think!).  

Apodemus

testertrev said:

Got a response form T&M about 12 days after filling in contact form on the website.  Full refund (as voucher) given for strawberry plants that were DOA so happy days (I think!).  

It’s good that you got a response and a refund, but in my book, “happy days” would have been the live strawberry plants on time, or a chance to spend my money elsewhere!

Apodemus

I think I am finally getting to the stage where I am going to lose my sense of sympathy with T&M.  After two months, my 12 geranium plugs arrived today, except there are only five plants and they are not exactly impressive specimens.  I guess they are bigger than plugs but...really?

scookey999

scookey999 said:

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.

To be fair to them, although all but 2 plans have died, a nice lady from T&M phoned today, very apologetic, and said they were refunding my money.

TightSteve

I too have had a shocker with T&M. I'm wavering 50/50 as to whether its intentional dishonesty or outright incompetence. I still haven't had a response to my complaint from over 5 weeks ago, but at least I got my money back via PayPal.

Apodemus

I’ve now had a nice email from them, but sadly it was a response to a much earlier email, so they were not up to speed with the problems on the next part of the delivery.  I really do think they are simply struggling rather than dishonest - at least at the level of the workforce -  but changes of ownership of the company may have led to penny-pinching in customer care and product quality.