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I’ll never use this company again

LesleyHLesleyH Posts: 91
I followed someone ‘s recommendation on here to buy from Woolmans. What a mistake that was! Mid June I ordered and still waiting. ‘Ooh, it’s in dispatch so will be going out in the next few days so no, you can’t cancel’ ‘ooh, it’s been dispatched so should be with you soon so no you can’t cancel’ ‘ooh you need to wait 2 weeks after the dispatch date before we’ll do anything ‘. Totally unacceptable. Disgusting company. 


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  • AnniDAnniD Posts: 8,254
    edited 20 July
    I'm sorry you have had such a bad experience Lesley. My dealings with Woolmans have always been painless and plants arrived on time and in a good condition (and that includes orders placed earlier this year). Dealing with "live" products can lead to problems, but l understand your frustration 
    If you are on Social media such as Twitter,  l understand that sometimes a complaint on there tends to produce a reaction as it's a more public platform. 
    I would also advise that you put a formal complaint in writing, contact address on attached link
    https://www.woolmans.com/Contact-Woolmans.html
    PS Just to point out l have no connection with them, except as a customer  :)
  • FairygirlFairygirl west central ScotlandPosts: 39,567
    I've never heard of them, but I had a look. 
    I think you should email them with a screenshot of this page from their site
    https://www.woolmans.com/100-Customer-Satisfaction.html

    and add in the response, or lack of it, you've had so far. 
    Or refer them to their customer guarantee. If I have dodgy service, I always contact companies by email rather than phone. They can't deny the written word  :)

    If that elicits no response, see if they have a presence on social media and call them out on it. That often seems to be the best way of attracting attention. 
    It's a place where beautiful isn't enough of a word....


  • FireFire LondonPosts: 10,924
    They are a great company on the whole. It's been a hard year @LesleyK - between Covid, Brexit and the weather, the industry has been hit badly.
    It's worth being patient.
  • LynLyn DevonPosts: 18,494
    They put a post on their Facebook page in June to say that they’d had lots of orders,  were behind but they will be sent out.
    Of course, they blamed the weather, Brexit and COVID.  Some may be true but if you write a message in FB any other companies respond very quickly,  I would think this place would as well. 
    Gardening on the wild, windy west side of Dartmoor. 

  • LesleyHLesleyH Posts: 91
    Thank you all for your comments and thoughts. Much appreciated. Normally I look at reviews, eg Trustpilot. I wish I had done that here. Very negative reviews from well before Covid etc. I do appreciate the problems nurseries etc are having to deal with, but if other nurseries can provide what they promise, I really don’t see why nurseries such as Woolmans can’t do it.
  • LynLyn DevonPosts: 18,494
    No, you’re right.
    I bought some tiny petunia plugs from J. Parker’s  those with 66 in a tray,  they emailed confirmation, and again when they were ready to post, they came down quickly and in wonderful condition, they all grew on and are lovely now,  I usually grow from seed but will buy them I think from now on.  At that price they’re worth it.

    I’m just saying that not all on line stores are bad. I think you’ve had a bad experience, summer will be over before you get your plants.  Hope they weren’t annuals.



    Gardening on the wild, windy west side of Dartmoor. 

  • Lizzie27Lizzie27 Bath, SomersetPosts: 7,808
    Another thumbs up for Woolman's from me. I've used them regularly and they've always been good.
  • FireFire LondonPosts: 10,924
    Pretty much every company in the industry that I have used this year has struggled, one way or another - even very solid and reliable ones. Either they have much reduced stock, or very delayed sending out or not replying to messages etc. They did seem to be getting back on track, but now the new wave of covid seems to mean half the country is isolating. I don't think they are make excuses. My advice would be to hold off with the condemnations of the small companies until things have settled down. My two cents.
  • LesleyHLesleyH Posts: 91
    Lyn said:
    No, you’re right.
    I bought some tiny petunia plugs from J. Parker’s  those with 66 in a tray,  they emailed confirmation, and again when they were ready to post, they came down quickly and in wonderful condition, they all grew on and are lovely now,  I usually grow from seed but will buy them I think from now on.  At that price they’re worth it.

    I’m just saying that not all on line stores are bad. I think you’ve had a bad experience, summer will be over before you get your plants.  Hope they weren’t annuals.



    That’s it exactly, Lyn. The summer will be over. I wouldn’t mind if they allowed a cancellation of order and refund so I could go elsewhere, but they said that my order was now in dispatch. However, it sat in dispatch for weeks so I really think that’s used as an excuse to not refund. If they were open and said look, your order is going to take 5 weeks longer then first thought. Do you still want it or a cancellation, I’d be happy with the fairness of this. Overall, there are such lovely online nurseries, Dorset Perennials, Penlan Perennials, Sarah Raven To name but 3
  • rachelQrtJHBjbrachelQrtJHBjb South BucksPosts: 797
    I have used Woolmans in years gone by without issue but I have had your experience with other companies. If you paid by credit card you might want to talk to your issuer as you have certain rights as a consumer but you have to talk to them rather than the company you are buying from.
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