Suttons Reviews

Name: Suttons
Rating: 1.25

1.3 Rating 335 Reviews

5 %

of reviewers recommend Suttons

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Metrics

1.3

Based on 335 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 14%
Accurate And Undamaged Orders	Greater than 26%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am an experienced gardener and have used mail order companies regularly. Suttons are dreadful. The website and accounts section are very poor, the customer service appalling and the products - still waiting. Avoid using them at all costs.”

Helpful Report

Posted 3 years ago

“A new gardener, new to ordering plants online, I assumed that 3 - 5 days delivery claimed on the website was counted from the date of the order. Not unreasonable I think. Now, 3 weeks after ordering, I received my first package. After complaining about not recei ING an order acknowledgement, I received an email stating that my other packages would be dispatched on 4th June, with 3 - 5 days shipping and 24th June with 3 - 5 days shipping. What a joke. Their website is deliberately misleading to get people to order. If they told the truth they would get nothing. Most annoying for me is that the three plants I ordered were intended to go into containers together. The "plug plants" I received so far were no more than tiny seedlings and with the balance of the order more than a month away, and probably similar in size, its doubtful that they can be used for my planned containers When I look at the Proven Winners plants received by u-tube gardeners I can't help but be jealous. In this so called nation of gardeners, is it impossible to get half way decent service. Pathetic.”

Helpful Report

Posted 3 years ago

“Super plugs! Most definitely not just some small seedlings. I have now given up trying to contact these people after reading through some of the other reviews here I will not be using Sutton seeds again ever.”

Helpful Report

Posted 3 years ago

“Order was not processed for 5 days. Dispatched 3 days ago and still no sign of the plants. I don't want plants that have been in transit for at least 3 days. I sent an email wishing to cancel my order but got an automated response stating it would take up to 9 days for a response. I really wish I had read the online reviews before I ordered.”

Helpful Report

Posted 3 years ago

“Hanging basket collection of Super Plugs were pathetic not super. Minute things and looked half dead. Two of them are now completely dead and the others are close behind, despite being planted in very good quality compost and watered lovingly. Absolutely disgusted. Will contact Suttons but don't expect to get anywhere based on other people's experience.”

Helpful Report

Posted 3 years ago

“Would give a score of nil but phone was answered! Plants due to arrive on 3 May Emailed on 11th and told they were in transit from the 8th and would soon be with me Rang today 19th told still in transit. PLUG PLANTS In transit for 11 days. Cannot cancel the order .”

Helpful Report

Posted 3 years ago

“After non delivery and being refused money back plugs found today 18th May pushed through letter box. Disgusting, not fit for purpose. Stalks with no leaves, just squashed to nothing. Not fit for planting. Worked out at £1.33p per plug. Now today in my emails they are again offering them but at only 35p per plug and postage. This is after they keep asking me for my email address and order number. Have supplied these details about 10 times. Still they do not address the problem. I was just told if they arrive refuse them then you may get money back. How can you refuse to accept package from a courier when they push it into a letterbox. These useless plants did not arrive on time at the end of April beginning of May, as per order and payment. . No explanation as to why. Just no money back. Or do they answer queries just give you the run around.”

Helpful Report

Posted 3 years ago

“I have previously had the occasional order with Sutton’s but this year I decided (against my better judgment!) to order all my bedding and veg with them plus another order for my daughter. I placed the large order (over £260)in early Spring - plants were going to be delivered as and when they were ready. Then the first issue was when I looked on line my order had been split into about 20 separate orders! This was very irritating to say the least - it was impossible to tell which referred to which plants without going into it then I couldn’t tell which I’d already looked at - it was a nightmare! But then the real problems started when the plants began to arrive. The first plug plants arrived in a terrible state (see pic) - they were all out of the tray and they looked like they had only just been planted (indeed the stick used to aid planting had carelessly been thrown into the box as well)! I tried to replant the ones that hadn’t been too badly damaged (less than 1/3) but within 3 days the whole lot were dead! I complained about the packaging and eventually got a refund - but it was the plants I wanted - they were now going to be missing from my planting scheme! Also I was then thinking I’d made a terrible mistake by placing such a large order with them and was this a sign of things to come? I have since received several more items - all the trays if plug plants I have received have been in the same state - really badly packaged and so all the plugs are out of their trays and are loose and broken in the boxes - (the problem is that they have no packaging to hold them in). Again I have complained after each delivery and got some replaced which haven’t arrived yet but will these be packaged any differently? If not they will arrive in the same state!! The only consolation is that the potted plants I ordered have arrived in a good condition it just seems to be the trays. Then I find that after requesting me to reset my password on their website they have now got rid of all my (20 appx) orders (even tho they were a nightmare to look at!) and all my order history from “my account” so now I can’t check the status of any of the many plants I have ordered! What is going on! - Another complaint email is then sent! I am so annoyed - not just because of spending all this money but it’s all the time I’ve spent so far on checking up on my orders and writing complaints to customer services! Who are now by the way stating it will take them up to 9 days to reply ( they say that this is “Due to an increased demand for Gardening related products, we are receiving a higher volume of emails than expected”) but come off it - it’s taking 9 days to reply because if the increase in complaints!! - It can’t only be my plants that have been sent out in such an atrocious state! I am now just sick and tired of having to email them after each part of my order is received. By placing my annual plant order this Spring with Sutton’s I thought that I was ordering from the best. A well established - award winning company and that I would receive the healthiest plants and the best service I could possibly buy- but instead the reality is that I have wasted nearly £300 and endless hours of time and effort! However more importantly Suttons have managed to completely ruin my garden plan for this coming year and they have completely taken away my faith in online plant ordering!!”

Helpful Report

Posted 3 years ago

“I have used Sutton's seeds for over 30 years. Last year the germination rate was not so good. This year the germination rate has been very poor. Not my fault as I have tried another company's seeds with good germination rate. Sad that Sutton's seem to have given up.”

Helpful Report

Posted 3 years ago

“Finally had my refund from Sutton's after being substantially overcharged. I did say I would update my review. The blueberries are doing well so far.... Such a shame that the company took so long to refund. Perhaps they may have actually had a good review instead.”

Helpful Report

Posted 3 years ago

“Bad, damaged and dead plants received, complained and promised refund, another shipment arrived in the same condition complained again 3 times via their web site all emails bounced back as "Blocked"!!, all this made worse by the fact that a friend of ours who saw our last years plants on show was so impressed she asked us to order hers as well, and she had the same problems. Many people complaining about Suttons service, I have been a customer of Suttons for a long time with many beautiful blooms, not so this year redesigned packaging has led to broken ad damaged plants, managed to get a refund on just one of many orders (No money actually refunded after a couple of weeks), after sending an email complaining about packaging, I found that I could not send emails via their web site, and suddenly there was no orders info in my account, I still have plants to come and refunds to come, but I do not hold out much hope. Trying to make a last ditch attempt to recoup I investigated the company for emails of CeO's and Directors and found some very interesting facts, in November last year they were taken over by an umbrella company with directors of Suttons named, who are directors of many, many companies based at this address on the 3rd and 4th floors. I have seen this many times before when companies take over the firms and run them into the ground with poor services and cheap ancillary services, to the point where the old employee's give up and do not care, all the signs are here. I personally am writing to the Office of Fair Trading with my complaint and as myself writing to the directors at above address, but I do not hold out much hope of any success, as I have said before I have seen it time and time again. One star rating given because I could give none at all. =================================================== Further to my revue above I note that Suttons web page proudly states a Royal Warrant, awarded to companies of exceptional quality. However the Royal Warrant people have rules in force and they do state on their website Royal Warrant Holders Association - Why might a company or individual lose a Royal Warrant?. Quote - "The quality of the product or service is not up to standard. orders have dwindled. The business stops trading. The company goes into liquidation or is declared bankrupt. There is a significant change in the control or ownership of the Royal Warrant-holding company.", the last paragraph seems to be pertinent considering what is going on. Therefore as Suttons was bought out Nov 2020 and the original directors were either got rid of or resigned, it is now debatable whether they should be boasting that they hold a Royal Warrant”

Helpful Report

Posted 3 years ago

“Slow delivery”

Helpful Report

Posted 3 years ago

“Part of my order is missing. It is impossible to contact Suttons. Disappointing that a longtime respected firm has sunk to such a low level of customer service.”

Helpful Report

Posted 3 years ago

“Paid £14.99 plus £4.99 postage for 72 plug plants They full asking price was supposed to be £59.96 who are they kidding Arrived mostly nearly dead and geraniums and lobelia were dead Have sent an e:mail requesting a full refund not replacements Very unhappy expected better from Suttons Very dissatisfied Keep getting e:mails of offers Do not use this company Jean Chapman Leicester”

Helpful Report

Posted 3 years ago

“Appalling company. Ordered an Acer last year and had no update on delivery. Me constantly chasing for a delivery date. Was told end of April - not arrived. Now when I try to log into my account it doesn't even recognise my email address as they have updated the site. I can't reset the password as instructed as it's not recognising anything. Never will I order anything from them again.”

Helpful Report

Posted 3 years ago

“What a rubbish company. 1st order delivered late and in a poor state. Contacted customer services who were helpful and arranged replacement which l am told was dispatched on 5th May and would be with me in 3-5 days 8 days latter still no sign. Also no sign of further order originally to be despatched by 19th April then told 10th may but not hopeful. They did deliver a further order in 2 days placed after helpful customer services. Maybe if dispatch dates are correct it is the delivery company that needs to be changed. Their delivery charges are not cheap yet other companies who us Royal mail can deliver in 2 or 3 days. Think twice about using this company for anything other than seeds. There are so many more reliable companies.”

Helpful Report

Posted 3 years ago

“I ordered £30 of blueberry plants. They have charged me three times. They acknowledged that they had seriously overcharged me but I am still waiting for a refund from them. They have said that they will, but weeks later, I AM STILL WAITING for this to happen. Be warned. .... I will update when I get a refund. So if no update then I have had to start proceedings via the bank. JW”

Helpful Report

Posted 3 years ago

“I will not be using this company again. When I placed my order I didn't receive an acknowledgement email, so I had no idea if my order had been placed. I ordered various items amounting to £50. Until now I have received six pathetic looking Petunias and a packet of seeds. I sent an email and was told that this could take up to nine days for a reply. I've now been told that one of the items is not available and that another may be delivered this week, no guarantee. People should be aware of this awful company, who don't seem to have a clue.”

Helpful Report

Posted 3 years ago

“Ordered leek plugs and horseradish thongs in February. It seems that I get a weekly email stating that the delivery time has been put back by a fortnight, and am still awaiting delivery. Both the leek and horseradish planting dates (as shown on Suttons own website) have now passed. This is truly appalling service, I will never order from them again.”

Helpful Report

Posted 3 years ago

“Told plug plants were dispatched with a Whistl tracking ref logged on to Whistl they don't recognise tracking number. Checked Royal Mail just in case but not known there.”

Helpful Report

Posted 3 years ago

Suttons is rated 1.3 based on 335 reviews