Thompson-Morgan Reviews

Name: Thompson-Morgan
Rating: 1.39

1.4 Rating 585 Reviews

8 %

of reviewers recommend Thompson-Morgan

1.4

Based on 585 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 15%
Accurate And Undamaged Orders	Greater than 22%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult

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Phone:

01473 695235

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Thompson-Morgan 1 star review on 2nd July 2024

Anonymous

Thompson-Morgan 1 star review on 10th June 2022

MISS R ARLOFF

Thompson-Morgan 2 star review on 26th May 2022

Eamonn Caton

108

Anonymous

Anonymous // 01/01/2019

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“The most shocking customer service from an online retailer I have ever had (I buy most stuff online). I understand issues can arise but usually the company responds and sorts it out the problem which this company clearly does not. I ordered 2 bare root magnolia plants - Magnolia denudata 'Sunrise' (Patio Standard). When they arrived one was snapped in half and the other does not look to healthy at all (both fit for the bin). I wrote to the company over two weeks ago and have had no response. I don’t usually write reviews but after the experience I have received company I feel like my money has been stolen from me and want to share with others. I don’t feel the company will make any further contact and I don’t have what I ordered. I would order from another company at all costs no mater what the price.”

Helpful Report

Posted 5 years ago

“Previously a happy customer. Ordered a buddleja in March with despatch in 7 days. Apparently I should get it in mid June. Not very hopeful re my 72 perennial plugs due end May in the order confirmation. Perhaps mid June they said when the phoned. Person on the phone was very nice and helpful - but doesn't make up, as many others comment here, for failure to deliver.”

Helpful Report

Posted 5 years ago

“Oh dear. Just ordered from Thompson and Morgan for the first time. They said delivery 7 days but on acceptance my order reads "delivery by end June" These are hanging basket plants and end of June sounds like small plants won't flower before August. Sent them an email and just got reply. YOUR EMAIL WILL BE ANSWERED WITHIN 14 DAYS". Should have read reviews :(”

Helpful Report

Posted 5 years ago

“They delivered plug plants, and although most were ok, 1 variety were very poor quality and didn't survive. I initialled emailed T&M and received a reply telling me that this was normal during the winter and they should come back in the spring, if they didn't to email them again. I have now emailed 3 times over 6 weeks and the only response I receive is an email stating hey have received my complaint and due to high volumes it will be processed within 2 weeks!”

Helpful Report

Posted 5 years ago

“Appalling service. Ordered my fruit canes and strawberry plants mid-March, and was told they’d be despatched the next day. My money was taken immediately. The first items were four weeks late on despatch and arrived in dribs and drabs. The strawberries and some canes were despatched just before the Bank Holiday, so not all have survived. To add insult to injury, the final set of canes (six weeks late) were missing nine canes from the set of twelve!! I’ve emailed for over two months and never once received a reply, only the holding emails. If you call them you’re on hold for around 20 minutes, and when you do get through they simply do not care, are dismissive and unhelpful, and lie about when and whether your items have been despatched. I followed the advice of another reviewer and opened a PayPal dispute (luckily I’d paid that way) - they replied to offer a refund on the canes (which are now out of stock, brilliant), then again to say there was a hold on the funds so it couldn’t be processed (this is something PayPal puts in place in the event of a claim, that the seller has to lift, and is out of the buyer’s control). Just an excuse. I sent the relevant information explaining what they need to do at their end (!) and have not heard from them again, so have escalated to PayPal to deal with. Will never use this company again and am actually appalled that organisations like Gardeners’ World are still endorsing their products.”

Helpful Report

Posted 5 years ago

“T&M used to be a company that you could trust but not anymore. I ordered their half price climber collection in March 2019 and ended up being robbed by being charged full price plus half again. Despite phone calls and emails no replacement plants or refund has arrived. Their customer service is nonexistent. All in all I am now a very disappointed ex customer .”

Helpful Report

Posted 5 years ago

“Order took weeks to arrive. Order was split over 3 deliveries. Plants arrived completely dead, taking a week from dispatch and then told on the phone would take another 3 weeks to resend. Shocking customer services (emails will be responded to in 14 days). Just not good enough. Their marketing is full on, sending special offers constantly (which it doesn't tell you you can't combine) but they are way over promising. Would defiantly avoid. Won't be using them again, such a shame as have been around for years and thought they would be a respectable company to deal with. Would give zero stars if I could.”

Helpful Report

Posted 5 years ago

“T&M used to be a company you could trust. Now they specialise in sending DEAD plants in packages that add to the state of the poor plants. I do not believe that their plants are raised by T&M in this country - they must be brought in. The packaging is clearly so poor to cut costs. Their customer service is NON EXISTANT? I will NEVER, EVER buy from this non ethical, appalling, money grabbing company.”

Helpful Report

Posted 5 years ago

“My first time ordering with this company and my last. I ordered my plants on the 28th April and still have not received them even though they took the monies out of my bank on the 29th April. I have tried on numerous occasions to ring them but it is always permanently engaged. I emailed them only to receive one back to say they would contact me in 14 days! Not acceptable! I want a refund and will keep trying to get hold of them until I do.”

Helpful Report

Posted 5 years ago

“First time ordering with this Company, but never again. I should have checked reviews, but as it is a well established business always advertising in the newspapers, I thought all would be ok. From them confirming my order by email originally, I have not received the plants, been told they will reply to my complaints email in 14 days and listened to the most monotonous piped music during several attempts to contact them by phone! How are they still allowed to advertise, and how are they still in business.? I’m not hopeful about getting a refund.”

Helpful Report

Posted 5 years ago

“What went wrong...everything.Plants not received.Some of my e-mails ignored,got my name wrong,said they was sorry I was not happy with my plants but never received my plants so how could I be unhappy with them!!!Said they would send a replacement for my plants but told them I have not even received the first order I placed then e-mailed and said they would refund me because they could not send a replacement,still waiting for the refund.”

Helpful Report

Posted 5 years ago

“AVOID AT ALL COSTS .....Placed two orders. Tomato plants arrived dead and completely dry. Rest of order still not arrived after 3 weeks. Refund requested. Second order was for four hanging baskets. Still not despatched after three weeks and don't know when they will be so I have cancelled order and requested refund. Disgusted at their attitude towards customers. They accept the order, take your money but then couldn't care less. It's really difficult getting an answer by telephone, TRIED 4 times and gave up after 20 mins the first 3 times, and my email according to the auto reply will take 14 days for them to reply to. This company is a joke.”

Helpful Report

Posted 5 years ago

“i should have read the reviews before ordering. i ordered a clematis taiga on the 28th of april , its now the 16th of may and no sign of it. charged £29 for 2 litre pot plus delivery. i was stupid. 2 down the page someone was selling them in 3 litre pot for £16 and i would have had it by now. never buy from this company again and if your wise , stay away”

Helpful Report

Posted 5 years ago

“Order not received. My inquiry by email got an auto reply saying it would be replied to within 2 weeks. 14 days later I get another email saying it would be a further 7 days... I could not get through to speak to someone on the phone either. 1 month after placing my order I'm £35 down and have yet to receive any sort of customer service!”

Helpful Report

Posted 5 years ago

“Received 3 deliveries, all in apalling condition. First lot of 6 - 4 died within 2 or 3 days. Second lot (which was a substitute sent without any consultation) completely dried out and dead having been in transit over Easter holidays and clearly badly handled. E-mail sent, received automated reply promising reply within 10 days. No reply after 3 weeks. 3rd batch of 15 received in very poor condition, most poorly rooted and several cells contained compost only. 6 potted yesterday and 2 are clearly not going to survive. The published contact number for customer services just cuts out (tried several times on 4 different days) so further e-mail sent. 4 deliveries from a different company all arrived in excellent condition with only 1 plant lost from 46 plants. I wil not be using Thompson and Morgan again.”

Helpful Report

Posted 5 years ago

“Takes order and payment then just cancels them a month later without notification of any sort.”

Helpful Report

Posted 5 years ago

“Just received my Apricot Shades Begonla order very, very pleased all intact expected a bit of damage but nothing to speak of . Other years have bought the mini plugs which were fine if you have the time to prep them did lose quite a few but mostly down to the delivery firing them through the letter box but I still had one of the best displays around . This year decided to buy bigger garden ready plants well worth it delivery was possibly by the end of May but three weeks early , excellent .”

Helpful Report

Posted 5 years ago

“If I could give less than 1 star I would.. have order outstanding since February, sent e mail, telephoned and told order arriving soon, but of course it did not. rang several times and got no answer after holding on. for 20 minutes our more. TOTAL indifference TOWARDS ME AS A CUSTOMERS IN BETWEEN ALL THIS I PUT IN ANOTHER ORDER WHICH THEY THEN SAID WOULD NOT BE DELIVERED FOR OVER 2 MONTHS !! so I doubt very much if I will ever get either order delivered. I will contact my credit card company and ask them to stop BOTH payments and will never deal with these people again.”

Helpful Report

Posted 5 years ago

“Order said dispatch in 7/14 days still not arrived a month later,after trying customer service numerous times I've just can celled it ,would never shop here again 5heir a joke.”

Helpful Report

Posted 5 years ago

“Items not delivered no reply’s to emails plant should have been delivered in March should use the bull **** from the sales catalog about delivery on the plug plants I ordered avoid by all cost after a little bit of investigation it’s now owned by bvg group and and reviews for this group seems to be the same for all of that group Clifford James etc”

Helpful Report

Posted 5 years ago

Thompson-Morgan is rated 1.4 based on 585 reviews