Scott Pirie´s profile

Reviews (2)

All good as always

Wiggle is like an old reliable. Using them for years as usually they have what I need when I need it. What more can you ask for?

Gardeners World

Customer Support? Not from this crowd!

I wanted some garden furniture so I looked around and settled for a set from Gardeners 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?

29 June 2012

Reply from Gardeners World

Hi Scott,

Thank you for your review, and please accept our apologies that the experience of shopping with us on this occasion has not been fully satisfactory. We appreciate your comments in regards to this.

I am very sorry that the item ordered was out of stock to begin with, which is an obvious frustration, and we are working to put a new stock system into place to make sure that problems like these are minimised when selling such a large range.

The quality of the set ordered was obviously not up to our expected standards - the pieces we sell are chosen for their quality and value for money, so this was shocking to hear. As such we have changed manufacturer and are confident that this issue will not arise again. We are sorry that this changeover had affected the timeliness of your replacement arriving, we obviously wanted to ensure that the chairs arriving with you were of much better standards and build quality.

Courier details and tracking have been provided for tracking the delivery, with a specified date given, however from what we understand there are still 2 chairs to arrive to you. As such we have organised an immediate dispatch of these, again with tracking details to follow.

The quality or service received is definitely not what we aim to offer and our sincerest apologies are with you that this has not been an entirely smooth experience. Our customer support team have your issue in hand at the moment and will be contacting you shortly to arrange delivery of your remaining chairs.

If you would like to contact us to discuss any aspect of your order, please feel free to do so using the below contact details.

Kind regards,

The Team at Gardeners World

Telephone: 0845 224 1484

Scott Pirie´s profile

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Scott Pirie
Croyde, United Kingdom