Just abysmal. Appalling customer service. Waiting for refund of a £60 delivery charge, they have completely disappeared, no response at all, despite me following all their instructions.
I hear rumours the company is about to go into administration- this would explain a lot. Be very careful before giving them any of your money.
Ordered online three weeks ago! No delivery, no response online, on their website chat help, phone lines are disconnected! What awful service from Garden Trading! Will I get my order who knows! When will I get it? Who knows! What a joke! Will I get a refund well it’s hard when no one answers emails, chat or phone! Get it together guys! Seems like decent product and prices! Figure out how to operate a decent service at least instead of ignoring customers.
Buyers BEWARE only received one of two door mats ordered and that was after numerous emails and the phone number given is switched off, so with that and them not replying to emails I don’t hold out any hope of receiving my second door mat.
Will not recommend this company in fact stay well clear.
I've ordered a garden mirror and cannot track my order. The website is not working correctly and the owners seem to have taken the phone off the hook so you can't speak to anyone. It feels like this is a company in terminal decline and I'm unlikely to hear anything more! I've sent an enquiry email this morning but in truth don't expect to receive a reply. BE WARNED THIS FEELS LIKE A DODGY COMPANY!
After purchasing a pendant light from Garden Trading just over a year ago, it has stopped working. An electrician confirmed that the light is faulty. Given the fitting cost £90 I would expect an electrical item to last significantly longer than a year. Customer service via chat on the website just keeps saying that it was out of warranty after 12 months so would do nothing. Its 13 months old! If the items from this company are so poor they only last a year, I will not be buying from them again!
I placed an order during the Black Friday sales, and the following day, received an email from Garden Trading saying that due to a website error the order hadn’t gone through. The email stated that if I re-ordered the items they would honour the original discount and refund the difference to me. I have done this but have had absolutely no response from GT to any of my emails asking when I can expect to receive the refund. They have been misleading and the customer service is terrible (I still haven’t received the full price order either).
Garden Trading have been really great at sorting out a problem that arose with our outdoor table after the warranty expired. Table was replaced - and when that table arrived damaged, it was replaced again. It's rare that companies will step up when they can simply say "No- your warranty period is over". I really am impressed with the way they dealt with it. Thank you!
So disappointed. This company used to be amazing. Not any more. I ordered a clock over 2 weeks ago - the money was taken from my account immediately. It's not turned up. Tried tracking it via Royal Mail and unable to trace it. Their customer service line doesn't exist and no one responds on social media nor via email. Am out of pocket and very upset. Won't be using ever again.
I read all the recent reviews on Trust Pilot which recently were not good
I had an issue yesterday with the wrong item being delivered.
I spoke to D in the customer services today and my issue was solved straight away.
Wrong item being picked up Thursday and correct item being delivered tomorrow.
I can’t thank her enough, she was extremely helpful and I am entirely happy.
There has been some issues with the company being taken over which they are working hard to resolve.
I would definitely continue buying from them
Thank you D for being so professional and helpful.
Ordered on a Monday, delivery estimated for Friday but didn’t arrive til the following Wednesday. I was a little concerned as I hadn’t received any dispatch or delivery updates until the day before delivery so I checked online and saw a lot of negative reviews and complaints across social media and was expecting things to either be missing or broken and anticipating having to go through a long returns process. But I am absolutely delighted with my order and thought I would give a fair review. Everything arrived well packaged and in perfect condition. Just a late dispatch which I can totally understand if the business is running a little behind on orders - would have been good to be notified of delays but otherwise I’m happy with my order.
Given a delivery date on ordering, but we're a week on and the item hasn't even been despatched despite the money having been taken from my account straight away. I have emailed twice, and tried calling (it is impossible to get through to a human as a recorded message just says their phone lines are "unavailable") but no response. Their automated response emails also say you can communicate via online chat, but this is a lie as the facility doesn't exist on their website. Don't waste your time with this company. It's not worth the hassle however nice their products are.
I purchase three kitchen lights for an island.
Three arrived and I was pleased with the product. However, one was damaged. It had a large scratch/blemish on the side.
I tried to contact this company by telephone. BE WARNED they do not have this as an option as you can only email them.
After five emails, I have had no response.
They have a legal responsibility under the Consumer Rights Act 2015 and the Consumer Contracts Regulations to refund or exchange faulty goods.
I shall be taking this further.
As a consumer it is very stressful when your money has been taken and the goods are faulty and you receive zero response in trying to rectify your situation. A Company is only as good as it’s attitude to respond to customers as soon as possible to put things right.
Please be aware.
I have had multiple issues with GT. First I bought a table which had woodworm in the legs. Next I ordered a bookshelf which came damaged. This was replaced and the second one was also damaged. This was replaced again just to find that the third bookshelf was damaged. Finally I ordered a log basket as a wedding present just to be told a week later that they no longer stock the basket (despite it still being on their website). It’s such a shame because their products are very nice.
Non existent customer service. Slow delivery, no working phone number so you can’t talk to anyone if something goes wrong to resolve the matter. Guess what! (I should have read the reviews!) Items arrived damaged. Not worth the risk, shop elsewhere.
Do not buy any items from this company. We spent £300 for a garden arch trellis (order Number 6016549) and it arrived heavily bended and without any screws!
You can only email them as no phone number to contact (incredible) so it is now 4 weeks that we are trying to contact them. No one cares, they made £300 and that is all the matter for GARDENTRADING.CO.UK - Under citizen advice we have now reported this company to trading standards and got our bank and sollictior involved. We will pursue this case whatever it takes, absolutely a waste of time and money you are providing.
I can't rate this company highly enough for the outstanding customer service I received when we had a problem with the Lucombe dining chairs. When we first received them we had a problem with putting the chairs together and some were replaced easily and quickly after discussion with customer services. After a couple of years of minimal use several of the chairs had developed cracks in the wood frame that the legs connected to and the leg bolts constantly needed tightening up, finally one of the chairs gave way completely. I contacted the customer service team and Frances immediately apologised, passed on the information to the product team and arranged to collect the chairs and issue a full refund. We wouldn't hesitate to use this company again despite the problems with this particular product, it has put us off buying chairs with wooden legs though.
All my external lights are from this company. Fantastic too quality products and perfect customer services. Highly recommended
Outdoor lights- sold as galvanised so allegedly built to last. I emailed images to Garden Trading of these expensive lights which have been out in the elements for just 6 months and now rusty.
This is the response below:
Thank you for your email and images.
I am so sorry to see this, I have never has this reported before.
Was it all 3 affected?
Please do not hesitate to contact me if can be of further assistance.
I'm a DPD lorry driver I collect from here must be good stuff as wagon full every day
Staff were extremely helpful, and great products
I placed an order for my Dad's Christmas present on the 9th December, 12 days later and still no dispatch notification - despite 2 emails to customer services explaining that I'm going away from Christmas on the 23rd December. It's unfortunately looking more and more likely that my Dad's Christmas present will not arrive on time, despite delivery promises from the website.
Painless experience, Ordered 2 wall lights, Arrived within the week, unfortunately weren't a good fit so I returned Monday and refunded Wednesday. Its all I need
Have used this company for a couple of years for various projects and always been impressed with quality of products and their communication. Recently we had a minor issue where someting was missing from a box, this was resolved so quickly. Can highly recommend
A great range of items for the home and garden.
Got to say,mind...lot's of ££££
Absolutely wonderful customer service from this lovely company,I had a delivery of various pots arrive yesterday,unfortunately they had sent the wrong one,I emailed straight away and was told I could keep the wrong pot and they would send out the correct one using a fast tracked service,well I am astonished and happy to say my new pot has just arrived the day after! Cannot recommend highly enough and I most certainly will be back.Fabulous!
Great products but shoddy delivery. Ordered 39 plant pots of sizes from small to extra large and 17 of them were smashed on arrival. DPD driver said they were smashed when he loaded them as he could hear clanking in boxes. When i opened boxes (13 large ones) , ceramic pots were placed on top of one another in their boxes in groups of 2 or 4 with no padding or protection. Completely shocked. I had items delivered to my company and then had to repackage heavily those that survived to safely get them home as no protection packaging in situ. Their breakages costs must be 30%!!
When a problem occurred, garden trading personally rang me to resolve it. I felt like a valued customer.
Ordered a couple of items via the website. Unfortunately, one had been damaged. However, it was a hassle free fix with your customer service team.
Keep up the super work, I look forward to shopping with you again.
Very helpful service! Was able to order some items for a friend and have them delivered to her work address.
Very happy with their customer service team. We had a small issue with a sofa we purchased ( covers ) and they have gone out of their way to help us sort out the problem. Also we have purchased lights that we are very happy with. Thank you