Gardening Express Complaints 18

It seems a never ending saga, I explain the background to their customer service team and they in turn state it will be taken care of. I then receive emails from the sales team enquiring the details/ background to my complaint and still receive daily emails of their special offers despite NUMEROUS requests to remove me from their mailing list.

I would not even call it 'Customer Service'. I had to spend hours trawling through pages and pages of small print, then 'talking' to an Al bot until the bot 'agreed' to escalate the issue. I did get a communication of sorts, which gave a litany of reasons why my rose did not fit their category for a replacement or refund. When I say 'reasons', it was more that it did not have to right letter attached to it. 'Those plants which are covered for 5 years will be those with the product code fixes of single letters T, P, B, S and double letters FT. For our Bare Root Guarantee, those will be noted by the product prefix of BR - excluding dahlias and begonias. As this product has the code prefix of R this is not covered, please see further details here:' If that is any kind of a 'guarantee', I am a Dutchman. I understand that some people may try to take unfair advantage of the guarantee, but when the complaint is genuine, and backed up by photographic evidence, I fail to see why this company feels able to basically say tough luck and completely abdicate any responsibility. Well I suppose they can, because not many people will have the patience and tenacity to keep trying to get a result, as they have made it all but impossible to contact them. I had intended to write to the head office, if I can find the address again, but expect that to be a further waste of time and energy. Meanwhile all I can do is advise others to be very wary - don't be fooled by the lovely photographs on the website. It is an online company only, and if you have any problems with your purchase, DO NOT expect any help. Personally I will NEVER purchase from them again. Another point - you may consider the complaint closed when I submit the feedback, but I do not. As this product has the code prefix of R this is not covered, please see further details here

Non existent