They were one of a very few companies that delivered free to the Highlands of Scotland, i.e. Inverness, and this was a big factor in choosing them (GardenSite.co.uk). However, there were multiple items missing from the order, and some items that were broken on delivery. Any attempts to deal with these issues with GardenSite were just met with the attitude of "Its not our problem, its the suppliers". They refused to take any responsibility despite taking a large amount of money from me and I felt short-changed by the whole process. Overall, the quality was poor, both in terms of the goods and the customer service I received. Would NOT recommend to anyone. Ever.
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I have concluded my investigation into your complaints and find that we have not met the standards that I, or you, would expect. I have spoken this morning with one of my business partners and the employee concerned. I was particularly disappointed with 2 e-mails that were NOT personally signed, one of which seems to be offering you the option to take up the issue of the lack of contact with the manufacturer. Your contract is with us and it is our responsibility, not yours. I do believe that we were getting frustrated as well and this obviously translated to you. For this we apologise.
I also understand that the missing / damaged parts were replaced within a reasonable time. When we openly stake our reputation on TrustPilot we understand both the good and the the bad will surface so we try and learn from our mistakes. I hope we have in this instance.
As a gesture of goodwill I am happy to offer to make a donation to a charity of your choice for the full value of the profit made on your order. Please either reply on TrustPilot, or by e-mailing any of the gardensite e-mail addresses you have and mark for my attention.
Once again, please accept my apologies for the inconvenenience and frustration caused.
Assuring you of our best attention, Robert Hall / senior partner GardenSite. ----------------------------------------------- Good day Mr. Smith,
Thank you for taking the time to review your service from GardenSite. We value all of our customers, but we also acknowledge that we have many customers in Scotland, and there may be special delivery requirements because of the remoteness. Our job is to meet thoses requirements..... or should be? I have launched an investigation, which by its very nature will take a few days, but I will respond again then.
In the meanwhile I apologise for the lack of service and thank you in advance for your patience.