Suttons Reviews

Name: Suttons
Rating: 1.25

1.3 Rating 335 Reviews

5 %

of reviewers recommend Suttons

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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

“Ordered petunia and stocks plug plant. Arrived on time but on opening both packages all the plants had fallen out of their trays into a jumbled mess. There was no cover over them and about a 50mm gap to the to of the box so it was inevitable that they would tumble about. Called customer service who were very apologetic and offered a refund. Waiting now for it to appear”

Helpful Report

Posted 3 years ago

“Placed order 7/3 email stating est. dispatch 8/3. Order not processed until 11/3. Order dispatched 24/3 and arrived 29/3. Web site stated delivered within 14 days, customer services state 14 working days, one is a lie. This is certainly my last experience with Sutton's and would advise others to order elsewhere.”

Helpful Report

Posted 3 years ago

“I have tried to get a refund from Suttons because an order for bare root shrubs for which they took the money and failed to provide a delivery date. I use their own web site to make this claim and nothing? Michael O'Donnell”

Helpful Report

Posted 3 years ago

“Sutton’s sent me a number of citrus plants - ALL infected with ‘Cotton Cushion Scale’. The infestation was advanced - in its third stage - and went on to infect ALL my other citrus trees. It has cost me over £2,000 to replace my plants. I wrote to them, with a full description and pictures - and no reply. DO NOT BUT FROM SUTTONS!!!!”

Helpful Report

Posted 3 years ago

“order, W14476108 from 18th Jan still not fully dispatched nor is there any news of a dispatch date. Customer 'Care' do not reply. Only 14% of customers would recommend Suttons but from what I see elsewhere as long as some customers are happy Suttons don't care about the rest. Over 7000 one stars on TrustPilot but who cares about them - we have lots of 5 stars. Conclusion - ordering from Suttons is a gamble - you might be lucky or you might not but its a bad bet.”

Helpful Report

Posted 3 years ago

“Firstly I ordered April 2020 ( bare root shrubs) was given several delayed emails.. eventually refunded.. I should of taken this as a good result.. but November 2020 I again ordered the same bare root shrubs twin pack ( to be dispatched end of November).. nothing arrived.. email sent and replied with dispatch date end December.. nothing came... another email sent ( these are no longer answered,so I now use messenger via Facebook to contact them)..January.. the date of dispatch I received another delay email this time dispatch date end of February.. I asked for a refund.. an email said I have been refunded.. I have not been refunded .. the order has now disappeared from my Sutton’s account.. I paid via PayPal who I will be opening up a case with if I’m not refunded by the end of the week... absolutely ridiculous, this company should not take payment for stock they will never have to send! Avoid and save the stress you’ll have!”

Helpful Report

Posted 3 years ago

“Misleading deals, no stock and zero customer service. Had to really chase them to get a refund. Check out trust pilot reviews (the one star ones) .... look at what’s happening with the old company now. They were bought out, apparently, by Thomson & Morgan . It’s obviously not having a positive effect. Don’t expect much from Sutton’s anymore. There are plenty of good online suppliers out there that do actually deliver on the their promises and actually care about customers.”

Helpful Report

Posted 3 years ago

“Horrific service - item did not turn up , promised call backs never happened, rude customer service stagg”

Helpful Report

Posted 3 years ago

“Appalling service! Received 21 packs of seeds ordered in the £1 per pack sale, only 4 are ones I ordered. I ordered mostly vegetable seeds and received mostly flower seeds! Response from Sutton, send back the ones I don’t want. What about the ones I ordered!”

Helpful Report

Posted 4 years ago

“Terrible experience order Seeds, order never turned up, they keep pushing the dates back and blaming Royal Mail. My order was small packets of seeds and I am sure the second class postage, they are making a mint on. I have now been given three different answers, one to wait another 48 hrs, one to wait 72 hrs and today on calling told they cannot do anything before 14 days. So who knows but I won’t be using Sutton seeds again”

Helpful Report

Posted 4 years ago

“Bought Papaver roots - I'm no expert (which is why I shop with them) but they barely looked like roots - just wispy strands that would float away if the wind caught them. Packaging 5 - Quality 0. Threw most away but buried 4 strands in my large garden in the hope that they "could" survive. Emailed Suttons but all they say is "take a photo" which of course I cannot. Packaging 5 - Quality 0.”

Helpful Report

Posted 4 years ago

“No stars. Sutton’s should come with a government health warning: can cause stress. Just received, now October, 22 mixed leaves plants ie lettuces, ordered in March. Couldn’t believe it when they said they’d deliver in September! Tried to cancel, hopeless. The plants are 4 to 8 inches long, long because though planted in the greenhouse, it is October after all, they are unable to stand up, without walling up earth around them. Just nipped down to the greenhouse to check on them. One plant alone looks happy the other 21 resemble the inmates of a care home who have had their Zimmer frames nicked. Unbelievable! Fortunately I can look forward to a lovely seasonal stew in a few weeks time topped off with the leaves of the one surviving lettuce which has cost me £7.99! Sutton’s is a disgrace. NEVER AGAIN!!!”

Helpful Report

Posted 4 years ago

“Ordered some broccoli & cauliflower plants in March and contacted customer services 9th April to cancel. Received a reply on 19th April & given a reference number. Received another email on June 4th asking for my patience during these difficult times. Received another email on 30th June to say please bear with us, it is taking up to 7 days to reply to emails. Received items on 9th July totalling £19 that I had been trying to cancel since April. Returned same day of receipt (July 9th) postage costs incurred: £13.04p. Sent email on 5th of August asking for refund or even acknowledgment of history of emails. Nothing.Now October 4th. Given up. £33 out of pocket. I can understand that every business out there is struggling with the current situation but you just can't treat customers like that.”

Helpful Report

Posted 4 years ago

“Ordered bulbs at the beginning of August and have been given three delivery dates none of which have been met. Now the end of September and not a bulb in sight! I can understand one date not being met but three dates missed! I think customer service is not within the management's vocabulary.”

Helpful Report

Posted 4 years ago

“Incompetent and, worse than that, they don't care. If everybody who has had problems with them made a county Court Caim (which is very easy, it doesn't require lawyers) maybe, just maybe, they would offer some customer service, rather than none. By comparison I had a small problem with Thomson and Morgan, I phoned them and they resolved it straight away,entirely to my satisfaction. Simple really, who will I use next time?”

Helpful Report

Posted 4 years ago

“Ordered bedding plants in April. Not received. Promised a refund. It's now the end of August and still not received. No reply to emails. Do not buy off these con artists.”

Helpful Report

Posted 4 years ago

“Well I have been looking at the reviews and feel very sad for all the people who have been disappointed. I myself ordered asters.nicotiana and petunias. Very healthy plants .I think I ordered in February so just before Covid 19 hit everyone. I feel all the plants people have been overwhelmed with orders as (we who are fortunate to have a garden) wanted to have instant colour . I was lucky and will be ordering again as I was delighted with all my colourful plants”

Suttons 5 star review on 12th August 2020

Helpful Report

Posted 4 years ago

“Winter cabbage arrived today. One plant 4,99. Called the up and they said it was because it was in a pot. How many cabbages could I buy for £4.99. Never again will I ordered anything from them”

Helpful Report

Posted 4 years ago

“This company is a disgrace. They took ages for my order to come and when it did, it was in a terrible condition. When I phoned the company I asked to speak with the management - (Sue) was really rude and surely did not want my custom. The whole procedure from ordering and getting my order was shocking. I ordered over £300.00 worth of goods to do my new garden and no offer to refund or resend the items. This company should be closed as the service IS disgusting.”

Helpful Report

Posted 4 years ago

“I purchased an RHS steamer chair £199 for a 60th Birthday present on the 30th June. When it arrived it has scratches/dents/marks on the paintwork. I have sent numerous emails with no reply back. I received an automated email 1 week ago saying due to the number of emails they have received please resend your email and choose a title... of which I chose replacement needed. Still no reply. They don't answer emails can't call the company as lines are not working .It makes the whole process even harder as this was a present and I've not been able to give it to the person and for them to enjoy it. Its now August!! why are they still sending orders out and not actioning customers service queries?? Absolute disgrace of a company.”

Helpful Report

Posted 4 years ago

Suttons is rated 1.3 based on 335 reviews