Gardening Express

Shocking company, bad customer service, missing plants, dead, tatty plants, arrived 3 weeks late...

I haven't had my order ship yet and I've already decided I will NEVER use this company again. I wanted to cancel my order to amend it and re-order. This company is operated by a young chap, David, who would rather avoid direct contact with customers. He hides behind emails via his online contact method. This is "so he can keep employment costs down in order to offer the best prices". After emailing to request an order cancellation since it's the bank holiday weekend and they shouldn't be picking and packing my order until it the day it should be shipped (you would think), David has said this,

"We're actually picking, packing, and dispatching over the whole of this bank holiday weekend.

If your order was placed less than 24 hours ago and when you login to your account there is a cancel' link next to your order then you are best to cancel it and start afresh order excluding the items you do not want from the basket.

If however the order is over 24 hours old and there is no cancel link then it is now not possible to stop or intercept your order. We are processing 10,000+ orders a week which have to be hand picked, hand cleaned, and hand packed which makes intercepting orders impractical on our time and resources to do.

Hope this helps.

Kind regards
David
Gardening Express IT & Web Dept

Well maybe it's just me, but that reply felt a bit snarky. I honestly thought ecommerce selling laws state we have 14 days to cancel an order without any reason from the moment an order is placed. He is intentionally NOT cancelling my order because he is busy picking and packing the 10,000 + orders he gets per week and they don't have the resources. Well any good business is going to ace their customer service over their greedy reasons for not efficiently staffing to deal with customer issues and customer demand equally. Having read the reviews from this website above, I'm regretting I did not do my quality control in making sure this company was reputable and I fear my inability to cancel my order before it has even been shipped is going to be the least of my problems based on the low quality plants people have complained about on here. Thankfully credit cards have our backs and we can get our money back from people who start businesses but fail to handle the customer side of things appropriately. I will re-review once I get my order, which I am expecting with 3-5 days, however there is a sneaky little notation stating orders can take up to 14 days during busy times. It's never too late to up your business service, get some quality customer service staff and staff to handle the influx of orders so you can expedite them quickly and efficiently. Let this business venture of yours be a lesson. I'm off to the Northamptonshire Notice Board to slag you off...