Wickes substituted compost with substandard product and claim the replacement is identical.

Dormouse_with_attitude

Hi,
I'm hoping somebody may be able to advise me please. I recently purchased some compost online. This should have been Wickes' own brand multi-purpose compost. I was however sent substitutes in the form of J Arthur Bowers multi purpose compost. I was not informed at any point about any substitutes and in addition, since using the product have found this to be of far lesser quality than the product I ordered. I contacted the CEO of Wickes via email and was then contacted by customer services who stated that the store advised that the compost was exactly the same, just in different packaging. They also asked me to provide the SKU for them to check this is correct. I am most certain this is not the same product, however, I have only the company's word for this.  I also find it odd that I as the customer was asked for the SKU code by Wickes the seller. I was unable to in any case find the SKU as there was only a barcode and printed number, both of which I gave to them and neither of which they said they could search with.  I was offered refunds for two of the five 120 litre bags I bought but I don't feel satisfied, as they never informed me that I would receive substitutions, I have never received an apology and I continue to think it untrue that the product is exactly the same as stated by Wickes. It is interesting as I noticed a review on their website with the exact same problem as my own.

I'm really hoping somebody can advise on what I can do? I don't know how to prove that the product is not the same and the company seem unwilling to accept they are in any way at fault. Surely I have the right to be notified if what I order will be substituted and if it is untrue that the substituted items are the exact same, just in different packaging, this must be something Wickes need to be accountable for? 

Am really hoping somebody can please help and offer me some advice on this.

Many thanks in advance.

neilmcl

There's nothing wrong with the compost you received, in fact it's fairly decent quality as far as multi purpose composts go. In what way do you think it is of lesser quality to the own brand?

cymruchris

It's very much possible that it's come from exactly the same place - wickes don't make their own compost - they pay a company to package it for them with their logo on the front. In this case - probably by the same company that produces J Arthur Bowens compost. Due to a surge in demand from the current pandemic - many manufacturers are streamlining operations to maximise their output - so rather than having to down tools every day to change the packaging for Wickes, then B&Q, then Homebase - they instead just stick to their generic brand, so that the DIY sheds can get their supplies more quickly. The alternative would be that if the producer kept stopping to change over the bags, the logistics would slow down, and there'd be not enough stock to meet demand - and as a result you'd have no compost at all. You might want to reconsider your email to the top, and plant your compost in your hanging baskets. I'm sure your plants will be happy to grow in it.

roddydogs

Bowers stuff is great, im sure its as good as wicks. After this year peat based stuff will be phased out. Ive never found peat free to be as good, no matter what Monty says.

ElefantEd

roddydogs said:

Bowers stuff is great, im sure its as good as wicks. After this year peat based stuff will be phased out. Ive never found peat free to be as good, no matter what Monty says.

Better for the environment though.

ssparks2003

You had the right not to use it and return it for a refund, did you consider you this right?

photome

I am sure some people want compo, want to make a fuss,etc, just because they can.

most people would be happy with the substitute, we are in strange times at the mo, of course they could have sent you nothing, but I guess you would also have complained about that.

ThumbRemote

photome said:

I am sure some people want compo, want to make a fuss,etc, just because they can.

most people would be happy with the substitute, we are in strange times at the mo, of course they could have sent you nothing, but I guess you would also have complained about that.

Translation: "I know nothing about compost, so I would have been happy with the substitute. I cannot comprehend that anyone else would have a deeper knowledge than myself."

Andy_L

photome said:

I am sure some people want compo, want to make a fuss,etc, just because they can.

most people would be happy with the substitute, we are in strange times at the mo, of course they could have sent you nothing, but I guess you would also have complained about that.

and some people just want compost 

photome

ThumbRemote said:

photome said:

I am sure some people want compo, want to make a fuss,etc, just because they can.

most people would be happy with the substitute, we are in strange times at the mo, of course they could have sent you nothing, but I guess you would also have complained about that.

Translation: "I know nothing about compost, so I would have been happy with the substitute. I cannot comprehend that anyone else would have a deeper knowledge than myself."

Good try ,but not what it translates to

Bradden

ssparks2003 said:

You had the right not to use it and return it for a refund, did you consider you this right?

My thoughts entirely... why use it and then complain?