I was really worried after reading some of the reviews on this company after I had
already ordered my arbour, however, whilst their customer service is not the best by any means, they weren`t as bad as I`d been led to believe. I did have to chase up delivery on my product as the quoted 5 to 10 days turned into 3 weeks, but the goods did eventually arrive as promised and the delivery guys were really helpful. There were a few screws missing, but a quick call to Rowlinson direct (who supply the arbour to Gardener`s World), and they were sent out the same day. We have not erected as yet, but the quality of the product looks excellent. So don`t be put off by this company. I think the reviews are a bit misleading as they go from one extreme to the other. If you like top notch customer service then I would probably go somewhere else, but if you don`t mind a bit of a wait, and maybe having to do a bit of chasing up yourself then you won`t be disappointed.
Ordered a simple treatment product for furniture. The manufacturers price was on the container at £12.95. However, GW charged £23.00. So delivery is not free, it costs £10 per item. It took 10 days for delivery, when order acknowledgement said 2-3 days, and when it arrived the packaging was crazy. A box 1m high, by about 20cm by 20cm and what was inside - s small spray containers.
Certainly would not order again.
I went to purchase the Pyramid Steel Garden Chiminea from [url]www.gardeners-world.net[/url]. At the time their was no note to say the item was out of stock.
A day after, had an email to choose an alternative as the above item would not be in stock until September. Therefore, we requested a refund.
They came back and said it would take 7-10 working days for a refund.
Came to the 10th day and we emailed the company and [private data removed] stated that it would be in by the end of the 10th working day.
Yesterday, we emailed and rang the company. They stated that they would make sure the refunding monies would be in the afternoon. In addition, they would email us proof of the telecom conversation.
No monies have yet gone into my account. In addition, no email confirming the telecon. After another to them, Last night apparently the accountant is looking into the problem.
I realise that online shops have 30 days to refund money.
I should have read reviews regarding gardeners-world.net before purchasing the item. As other people have had problems regarding getting their money out of them.
[External references removed]
This item was a 50th birthday present. I cannot get a replacement birthday present until I get the refund. I feel terrible now this present is late.
This item was purchased on the 1st July and we started refund proceedings on the 2nd July.
Stay away from this company.
I am truly disappointed as such a big company can't do a price match. They clearly say on their website that they do ... but when i emailed them, they said they cant go that low. Then what's the point of price match??? Would not recommend at all!
We bought a hexagonal planter. This was the cheapest price I could find. The product is exactly as described and it arrived on the promised date at the promised time.
I received an email later checking the item had arrived and that I was entirely happy with it.
I will use gardener's world again.
A month ago I ordered a bench as a gift for £149 with the promise of delivery in 1-2 days. Having heard nothing after 5 days I contacted them to be told that the item was damaged and so I couldn't have it. I was offered alternatives that weren't what I wanted and so asked for a refund. After ten days when I did not receive it I contacted them to be told it had bounced. For the last 2 weeks I have neem told DAILY that the money will be with me within 24 hours. And guess what. Not a penny. As I see it, they are using MY money to finance their business.
The staff are disgraceful. Not a single apology or ounce of empathy for the fact I am £150 out of pocket.
They simply keep blaming their sage payment system. I have contacted sage who confirmed there is no issue may bank also tell me there are not and have never been pending payments to my card.
I have contacted the police and reported them for fraud and today I am seeing citizens advice about commencing a claim and having a CCJ raised against this company. I would advise everyone who has had money stolen from them to do the same. They also have a sister company Hip Furniture and the reviews of this company are exactly the same!! This is a 50 th birthday gift for my mum that I can't afford to now buy. The stress and upset is massive.
I intend to pay their office a visit and get every penny I am owed and I will inform the police of my intention to do so.
Absolutely livid!!!!!! This is fraud and a criminal set up!!!!
Delighted with the 6' wooden gate. Good quality at a low price. Delivered quickly. Polite delivery man. Gate arrived in pristine condition. Great comunication from company - kept me up to date. Would recommend Gardeners World. Many thanks, from a very happy customer.
I ordered and paid for an expensive greenhouse only after being assured it would be dlivered within 28 days - It wasn't - various e mails were sent asking what was happening to the order to which there was no response . Although I got no explanations about what happened to my order I was finally told they would refund me the £1,700.
Morte lies and delays It is now over two weeks and the credit card Company assure me NO Attempt has been made to issue a refund.
I am now taking my case to trading standards; as I cannot get any response from Gardeners World.
I would highly reccomend you try a reputable dealer for any purchase - This one is just not to be trusted !!
Lyndsey Downes found this review useful
As with other customers, I ordered and paid for items only to be told afterwards they were out of stock and offered unsuitable replacements. Trying to get your money back from these people is infuriating. Email after email, to which they often don't respond to, when they do they apologise for the delay, not sure what's happening, what the delay is and promising the money by the end of the week which never arrives, oh and blaming Paypal too etc etc. Any response to my final email to them asking for my money or I would take it further? NO! They were obviously hoping I would go away like so many other unsatisfied customers. I got so fed up that when and only when I logged a dispute with Paypal did I eventually get my money refunded which took yet another week!!
I bought a Arbour from gardeners World attracted by the design and competitive price. When it arrived I was impressed with the quality and the way it had been shipped in a crate. Unfortunately one of the panels had cracked on a wood knot line, but a phone call sorted this and a new panel was despatched. I called on Thursday and it was with me on Monday, not bad at all.
It is interesting that others feel that they have suffered from poor customer service. I have called 3 times and the phone has been answered quickly and the member of staff has been polite, friendly, knowledgable and efficient.
I can only talk from my experience but I will be using Gardeners World again and would recommend to friends and family.
Steven Moffat found this review useful
I bought a small flatpack shed from here. The website felt like it was fronting a 'real' company with 'real' stock so I ordered. I also phoned them once or twice and got good service each time, including being called back when they said they would.
Delivery was quick enough. Everything arrived in good order with the exception that one of the six supplied hinges was missing. One phone call and an email and it arrived a week later by courier.
These days I find myself ranking customer service equally with price. Based on my own experience I'd use them again.
Steven Moffat found this review useful
Excellent fast delivery and fair price (few days from order). Ryobi hedge trimmer good for first hour use then cutting blades started to jam frequently when cutting my front hedges. Great idea having it on a pole when it was working ok. But now its not working well. Bit fed up only having used it for an hour. Have not spoke to gardeners world people yet, so only rating on supply and delivery. The hedge It jammed on has previously been cut by my still going strong 20 year old black & decker hedge trimmers for years. I'm surprised, I thought Ryobi was a durable brand, maybe I just got a bad one. Anyway its has a guarantee so hopefully I will get an exchange or refund, just could do without the hassle at the moment.
Steven Moffat found this review useful
Let this be a warning to anyone who is thinking about using this company,
STEER WELL CLEAR
I found a summerhouse on their website which looked really nice, the website promises 1-28 day delivery which I thought was ok so I placed my order.
They took the money form my account almost instantly and I got an email confirming they had taken payment.
One month later I hadn’t heard from them so I tried to call. No one answered. I did this several times then emailed them.
The response was "sorry there has been a delay but it is coming in the next week"
Another month passes by, I phone again and again no answer so I email again.
The response again is sorry there has been a hold up at the factory in Lithuania but it is on its way.
Almost a month later I phone again and this time get through to a chap who says it is now in their warehouse and I can schedule the delivery date. I book two days off work for the delivery. Delivery day one comes and I phone the delivery company who promise it is on route to me. I then get a call back telling me it won’t be coming today as the truck has broken down but they promise it will be with me at 09:00 the day after.
I call the delivery company at 08:30 the next morning who promise it is only 20 minutes away from me. An hour later I call them again and guess what it is now half an hour away. An hour later I call yet again and they admit they don’t know where it is but will get the driver to call me. The summer house finally arrived at 13:00 and thankfully all appears to be present and correct without much damage.
This company don’t seem to care about their customers and the people they use to sort deliveries out are a joke.
I certainly won’t be using them again and I will warn anyone I can about the experience I had.
Item arrived very quickly and was exactly as described, massive saving of £66 as well. Very happy with service from this company and would definitely use again. Only niggle would be that packaging was slightly damaged, but this had no effect on the product inside. Overall I am very happy and would recommend.
I wanted some garden furniture so I looked around and settled for a set from Gardeners World.net. I got my furniture after 2 weeks rather than the 2 days and a bit of chasing from me. I got the not in stock, just coming in etc. and as I'm fairly chilled and laid back I thought "it's ok, it happens".
The furniture arrives, I check it all off and make sure it's ok before I sign for the delivery and then take it round the back to set up. As I pick the chairs up, they start falling apart. A few days later they start splitting and to top it all off, the table starts to do the same thing. I send photos emails and call just to make sure someone has the message that all is not well.
Then the blame game starts. Is it their problem? The courier? The importer? The manufacturer? I don't care, I want a replacement. Eventually , I get a new table but no chairs to replace the dare not sit on ones and this is where I'm still at.
I call 'customer support' and despite many promises of none in the uk, not in stock, we're waiting on some they'll be in stock on the 15th or the 18th and they'll be on next day courier, the courier didn't collect, we'll use [Link] instead, there doesn't appear to be a tracking number or a consignment number oh, [Name] is dealing with that, of course we'll send you the details, we'll phone back, we'll email confirmation, there's nothing on the screen, oh, [Name] dealing with that etc. (I'm sure you get the drift)
And here I am. Still no useable chairs and a gut full of empty promises to boot. I phoned 3 times today for an update and was told that I would have more information by 5pm. NOTHING
So, if you want to spend an eternity on the phone to people who really don't care and as far as I can tell are thoroughly disinterested in providing you with either the product you ordered or indeed the support you need to get the product you ordered, who ya gonna call?
WOOD STAIN was informed after sending 2 emails and 2 phone calls
not in stock will be getting other better wood stain in stock and will inform me as and when. nothing ! tried to cancel the order and get a refund got confirmation email the order was cancelled and would get email when refund was paid No email No refund . 2 weeks later got an email to say my order had been received and would be informed when the item had been dispatched. still waiting. Incompetent and utterly useless customer service. DONT USE THIS FIRM YOU HAVE BEEN WARNED.
We had a bit of a mixup with delivery dates, but the purchase was delivered within the delivery timescale.
On the whole I am pleased with the glider double seated chair that I purchased, even though the instructions to assemble it were a bit misleading and some of the lock nuts were missing.
I had ordered a Gazebo from them, which was a 2 day delivery as per their website. After 2 WEEKS and several emails and phone calls later, when each time I was told that the item was on its way. 18 days after they had taken the money (£344) out of my account i was told that they did not have the item i required in stock!
I needed this gazebo desperately for my son's football team tournament this weekend and the boys were looking forward to having shelter between games. Because they have not even refunded the money nor did they let me know in time so i could source another gazebo.
Obviously i asked for an immediate refund and here is their response-
This is being processed today, the refund process takes 7 to 10 days and unfortunately we can’t make it go any quicker you can expect the refund on your card in 7 to 10 days"
As you can see no apologies or remorse, my money is still sitting in their account. Very poor customer service, in fact one of the worst i have ever encountered. Companies like this should not be allowed to take money from our accounts until goods are dispatched.
They now have the cheek to send me junk emails about their products..
I wouldn't even rate it 1 star, but this was the lowest option.
2 Seater Bench took 10 day to deliver although their web site indicated it had been dispatched after 2 days - No Emails at all indicating item had been dispatched, when it was due for delivery or by what carrier.
The Bench itself came flat packed in 6 pieces that are easily screwed together with the supplied alun key. It's really solid and excellent value for money and 10 days delivery isn't bad for such a product.
Bought an item on the 26th of February and didn't receive any confirmation of my order until the 5th of March when it would be getting dispatched. For an Internet company this is pretty poor by my standards and left me not wanting to order again from them as I could've gone and picked this up in a local store. I am used to ordering an item and receiving it either next day or day after
On the plus side the item arrived in good condition and I am happy with it but just not the lack of communication and time for delivery.
I bought a greenhouse from them as I found them as one of the cheapest online. The greenhouse took a 3 few weeks to arrive, tho their site did state 21 days so I was prepared to wait for it to be ready, and I was told ahead of time when to expect the delivery. The greenhouse arrived with no troubles and it looks good out in my garden. Superb service and will use them again.
Having ordered some garden furniture on their website and (as their T&C's require) paid immediately for the item, I received an email the following day telling me the item was actually out of stock and they would not be able to obtain any more.
I was sent a list of alternatives within the same email - none of which were to my liking - so I cancelled the order.
I then received another email the following day, again offering me alternatives, so I had to email again to cancel the order.
A day further, and confirmation eventually comes through (after another chasing email) that the order had been cancelled, and a refund 'requested'. Lo and behold, it was for the wrong amount.
Yet another email required to get the amount corrected (a 'typo' [sic] apparently), and no response as to why it is required I wait 10 days to be given back my money.
At best, this is an incredibly disorganised company. At worst, it's a shady organisation operating sharp practice when it comes to financial matters.
Either way, I won't be going anywhere near them in future, and I would strongly urge anyone else to think carefully before doing so!
Very, VERY poor.
I have been waiting over a week and a half for my sons trampoline which was initially for his birthday which has now been and gone. I have contacted them on three occasions and where promised to be called back to find out where my order was with no avail! I have now finally got an email stating that the trampoline has been discontinued!! Would never shop with them again waste of time!!!!!!!!!!!!!!
No problems ordering from them. I ordered an outdoor furniture set after seeing that they were the cheapest online. The set arrived within the specified delivery time and I was able to put the set together in no time for my wife to come home to (which kept her happy) will probably be looking to order more from them in the future.
Ordered an Amalfi Garden furniture set - The money was immediately taken out of my account. Then they discovered they did not have all the parts in stock and will not be re-ordering the same again. I asked for a refund but they cannot give this to me till up to 10 working days!!! I work in an accounts department and know that for a fact if you take money by card then a refund can be given by card the same day.
I would never recommend a company that holds on to your money -in my case £600 in total) when it is not theirs to keep
The even more frustrating part is that I asked by email first if the item was in stock and they had replied yes!!!!!
Ordered and received within 2 days. Excellent service and first class quality. Really pleased with the outdoor slide we ordered It's just what we needed for our DIY climbing frame.
can't wait for my grandchildren to start using it.
Excellent quality will last for years so good value years of enjoyment for the children.
Excellent people to deal with. Changed my order and even over the busy Christmas period this was dealt with in a friendly and efficient way. I would highly recommend them and wouldn't hesitate to buy from them in the future. Thank you.
Very good, very pleased with service and speedy delivery.
ordered 2 items but one was out of stock so they recommended an alternative, which was nearly the same and refunded me the difference. It was all sorted very quickly with no hassle. Both items arrived very quickly.
I shall certainly order from them again.
After ordering one of the Christmas houses, we received a phone call to say it was out of stock. The lovely lady on the line, talked us through our options, helped us choose and 2 days later it arrived. Cant fault them and will certainly be back.
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