Appalling service. There was no communication about the first order I placed and I had to chase it up. It was subsequently sent to the wrong address. Having discussed this with a member of staff I thought I'd give them a second chance and they have let me down again. This time the courier claims to have attempted delivery and I was at home all day, I work from home, I received an email from them asking if I want a refund. It's been 3 weeks of time wasting and empty guarantees. They are cheaper yes but really there is no operational process or good customer service. Save yourself a massive headache and shop elsewhere. To be clear your response(below) while appreciated is inaccurate. You failed to deliver the original order in the required time. When I contacted you about this a member of your team agreed to despatch it to another address as it was a gift. It never arrived at either address and when I returned home I discovered you had tried to deliver it to original address. In terms of the second order as we have discussed by phone I was at home all day and why would I refuse an order that I have been chasing for some time now? Your courier simply went to the wrong address - end of. I am grateful that finally the order arrived this morning but saddened that I had to resort to posting a comment on line to get this resolved.
I ordered a window box as a present for my daughter through Ebay. We never received it. Despite an Ebay complaint - the company said that the tracking said that we received it so we never got the £10.99 refund.
Don't deal with these people. Also because they said that we received it, we could not leave any negative feedback to warn other people on EBA
I ordered a paddling pool from this website. After almost a week (and bearing in mind that they have a 48 hour despatch policy) I emailed to enquire where it was. No response. The following day I called to be told that it was out of stock and that they were very busy etc etc etc. At no point did they apologise until I said "you haven't even apologised"! They couldn't explain why I had even been able to order it given that it was out of stock. So now I still have no paddling pool a week later and have to start looking for one again. Needless to say I won't be using them again. Oh and they were quick enough to take payment for a prodcut that was not in stock too!
I recently bought a Lay-z-spa hot tub from Garden Essentials and, although the experience wasn't entirely without incident, I found Garden Essentials to be very good to deal with.
When I placed the order online I selected the gift wrapping option. I was very quickly called back by the Garden Essentials customer services team to explain that they couldn't offer that option on my order due to the size of the package and they would be refunding me the £5 or so I'd paid. They were polite & efficient and was left with a good impression.
My next issue was when I tried the Spa for the first time. I found that there was a faulty connector to the pump unit which leaked water everywhere. I e-mailed Garden Essentials customer services. They responded by 10 am the next working day saying that in this case my complaint would be dealt with directly by the manufacturer and they had passed on my details. Less than an hour had passed before the Bestway customer service department contacted me to clarify what the problem was. Without any fuss they put a replacement part in the post that day... which arrived at my door the next day. When I received the new connector I noted that it had a rubber seal that was missing from the original one fitted to the spa. Once I fitted the new part (5 min job) the spa worked perfectly. I don't see how Garden Essentials could have handled my purchase and subsequent problems any better - it goes to show that good customer service can turn a negative into a positive!
Beautiful furniture on the face of it. Unfortunately table top arrived damaged, now been passed on to manufacturer and everything has turned rather farcicle despite the manufacturers best efforts. Not heard anything from Garden essentials for quite some time now despite copying them in on e mails to the manufacturer, hence my heading.
Easy payment. Just ordered I shall let you know on speed of delivery once get my order. :). Pleased to say i got my order super fast and a great product. AAA Service! Delivery was great. For a minute i thought they might use Yodel :( Please to say they didn't
Ordering was easy and prices competitive - I had a problem with credit card security (a good sign that the systems work), after calling James to debug payment, my order it was shipped that day and received next day. Even though I had not requested express delivery.
I highly recommend this company - good stock range too!