I would echo the sentiments of other reviewers with regards to customer services. I had to resort to an email threatening legal action after two weeks of being given the run around. No apology or acceptance of poor service given. Certainly not in line with their Mission Statement
"Customers may rely on being supplied with the best of everything at really moderate prices and their orders will be treated with that careful attention which has always been characteristic of our house"
I bought a Plastic covered Green house from Dobbies to fit my small garden. We put it together as instructed, pegged it down and filled it with our tomato plants for the year. HOWEVER, little less than a week later and the green house has been completely destroyed by the moderate wind today. All the stitching around the doorway has ripped apart, the tabs for the guy ropes on one side have come completely off and also the velcro tabs to hold the plastic to the poles on the inside have suddenly become non existent.
As a result the green house has toppled onto my lovely tomato plants, breaking much of the plants up. Hopefully they will survive inside the house but now I am very upset about all that time and money spent on plants that will probably die this year.
As yet still waiting to hear from customer service.
Visited new Dobbies in Livingston yesterday, with my 4 yo and 5 yo kids, purely for convenience of ready-made breakfast. I already knew their bakery items were very expensive in comparison to just about anywhere I could think of, other than a bakers in St. Andrews. Anyway, cakes were off the menu for breakfast! The kids, of course, rather than opting for my suggested breakfast items (3 for £1.99), made a bee-line for the vastly overpriced ' 5 items and drink for £3.95' cartoon-faced lunchbox. The items of course, are selected with great care, to ensure that your child, who, being a child, is unlikely to choose two of anything, will choose one of everything, thereby ensuring that you pay, on average, 50p for items such as a pack of 2 cream crackers, a single laughing cow portion of soft cheese, a small yoghurt etc. You may get value for money if your child fancies a drink and 5 small packs of sandwiches ( of which there were no veggie options, not even cheese or egg!). Then it was my turn to choose my 6 items plus toast or roll and tea or coffee. Again, no veggie alternatives of sausage, bacon, or haggis, all of which are readily available in TESCO, (Dobbies is part of Tesco group). So,in true Tesco restaurant quality fashion, the scrambled egg was cold, half a tomato qualified as one item, and the leathery toast had been toasted earlier. The other items (mushrooms and 2 hash browns) were acceptable. I bumped into friends who thought the breakfast was ok (both meat-eaters), although the bacon was limp and pale. The restaurant was clean and bright, and the staff were very friendly and helpful, on this early morning, just recently-opened occasion. The most impressive thing about the visit was the 'tree-man' on stilts meeting and greeting, at the entrance. So, to summarise, as far as breakfast or kids lunchboxes go, not a veggie's best option, inconsistent quality and value, but served with a smile.
I am having tremendous difficulty with Dobbies at the moment. I bought a present of a chiminea for a friend's birthday in the sale, they sent out a shattered one.
Friend phones up to ask for a replacement, and they told her they don't have any in stock and simply refunded my money without asking.
i emailed, got no reply, then phoned and was promised that if i kept an eye on their stock levels they would honour the half price deal when it comes back in 'if it comes back in'.
the person i spoke to, edith, said she would send me an email confirming that they would honour the sale deal. (i had to buy tokens for my friend, and the customer services person also agreed to add something extra to the envelope by way of apology for the inconvenience.)
i have had to chase this commitment to offer her the sale price again, and today received this irritating email, that does not deal with any of the issues that i brought up.
"Thank you for your email. We cancelled your Chimenea as the item was out of stock, and we refunded your card as we did not know when or if we would be receiving this item back in stock. The price paid for this was £59.50 as it was half price on 17/01/11. If you go to the item on line at www.dobbies.com, you can click "notify me when back in stock" and this will email you once we have received more items in stock - if we ever do.
How rude. So basically, if you buy a gift for a friend from Dobbies, don't expect them to treat either you or your friend with respect when you simply ask them for what you paid for, at the time you paid for it, and in one piece. as it is, they are quite happy for my friend to have to pay for her own birthday present, if they ever get it in again...
I have my email confirming that they will honour the sale price for my friend, so have upped my rating to a 2. the fact that i had to chase, quite assertively, means poorer than average customer service in my opinion.
They use Home Delivery Network. If you've ever dealt with them, that should be all you need to know. However, despite contracting a bunch of monkeys to deliver their goods, Dobbies seem totally unprepared to do anything to put mistakes right. I have now made 5 calls to HDN and 5 to Dobbies just trying to get a pair of wellies that were the wrong size and damaged back and replaced. Still no joy. The least professional set up I have ever encountered. Very, very poor.
I'd love to tell everyone just how marvelous the Christmas tree I bought looks. Unfortunately though I can't, since Dobbies made me hang on for a full week after I'd placed the order before eventually letting me down by saying that they don't actually have any in stock. In the meantime all the other shops have now run out of stock, so I can't even buy a replacement elsewhere. Merry Christmas to you too Dobs!
I should note that the prices and customer service received in store has always been excellent and I will always shop in store with Dobbies just not online.
My issue with them was an online order.
This is a copy of an email that I sent them - enough said.
Hi Jodie (or whoever gets this).
Just to let you know we finally received our chairs today 78 days after my original order.
Did I also mention that it was paid for at that time.
I also seem to remember mentioning – in passing that we ordered a coffee table too.
It is all in the order.
Apparently the order was processed by a bunch of monkeys and I am being kind.
Why did it take 78 F..KING days to process the order – only because of numerous phone calls by me and my wife to make someone get off their dead ass and get something done.
Oh – I forgot to tell you that one of these phone calls led to the discovery that the coffee table was not ordered.
Guess someone who could not read got the order – I should have sent some pictures too.
We now have another 5 or so weeks of waiting to get the table – a Desser Morley Natural Wash Coffee Table – another item that cannot be found on the Dobbies site.
And last and not of all least – the cushion DID NOT MATCH the one I described – it had no pattern on it AT ALL.
And the word cushion was NOT A TYPO they (whoever the f..k they are) only sent ONE SET OF CUSHIONS for TWO f..king chairs.
My wife has since been in touch with some name Heather at customer service and we are supposed to get two cushions for our two chairs hopefully with the proper pattern.
This should be done this week.
The most incredible thing is that the 3rd grader that processed our order (the delivery side) could not count past one and therefore only one set of the wrong cushions.
Not a happy camper
Frankly quite f..king pissed off.
Dobbies is TERRIBLE! i ordered a barbeque from Dobbies.co.uk, as my current barbeque had broken.
Little did i know that it would take 2 1/2 WEEKS to come. And what was even worse, was that they sent me the WRONG BARBEQUE!!!! I ordered the Weber Spirit E320 Premium. And what i recieved, was a Wber Spirit E310!!
I Was OUTRAGED. Not Reccomended!
This was my first purchase from Dobbies, and I was a litle worried about getting my husband's gift in time. When I started to wrry that things were taking too long, I rang them to double-check. The scottish girl was helpful, and there was a problem with the supplier, but she sorted things for me quickly. It would have been more helpful if they've done this without me having to ring, but at least they were friendly and helpful enough when thing go wrong.
I've ordered a couple of times from Dobbies online. Like the reviewer below, I've found that their summer (and christmas) sales tend to be pretty popular and stuff runs out of stock very fast. But when I've been lucky enough to get my hands on things, delivery has been really prompt and after-sales care has been friendly and helpful, too. No complaints here.
Ordered some things in their August sale online for my husband's birthday. Half the goods arrived, the others were promised 'in 2-3 days'. After a week I wrote and was informed that they were trying to source them. After another few days I wrote again. No reply, then eventually an automated e-mail saying they'd run out and that they would credit me. I'm still waiting for the credit, and my husband's birthday came and went with half a present to give him. I will never use Dobbies online again, no matter how attractive their offers look on the face of it. There are other, much better online gardening sites in the UK.
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