Posted: 07/06/2013 at 19:58
In March I ordered plants (all on special offer) from Van Meuven and entered my Gardeners' World subscriber code. I noticed as the order completed online that the prices were the full purchase prices of these items and not the special offers - I assumed that this would be put right when I received my order receipt from them. When the receipt came I was the same - giving me no credit for being a subscriber and quoting the offers at the full price. I immediately notified them of this and received an email saying that due to high numbers of emails they were having to tell people they could not reply immediately, but would answer in due course.
I left it a couple of weeks until the first item from my order arrived, in good condition, but no mentioned of my email. This went on until the other day, each item being delivered separately until only one item is now outstanding. I will repeat, I MADE THIS ORDER IN MARCH!!!!! despite emailing them on numerous occasions I still have received no discount, no explanation and the last item of my order, FOR WHICH I HAVE PAID THE FULL PRICE, is still outstanding. I telephoned them, hoping that the service might be a bit better when speaking to a person rather than a machine. The call was answered about five minutes later and I was given a message to say how busy they were and would mind waiting? Well having spent so much time and effort on them to waste I decided to resist the impulse to slam the phone down (I rather believe that this was what they wanted) and I held on for another 7 or so minutes before a polite young lady answered and I explained my problem. She said she would have to speak to her supervisor and put some music on, after about 7 more minutes this changed to a ring tone and after a further couple of minutes the phone went dead. I heard a voice announcing that the other caller had terminated.
Can anyone suggest how I can get my last plant, or a reasonable explanation for what has happened? I sent another email telling that I would be telling my friends about their appalling service.
Of course there was no reply. I think Gardeners' World should strike them from their list of those who give discount to subscribers because they are getting free advertising and not giving back the service they promise. I don't think there is any excuse for their deliberately rude behaviour. I shall be going back to Crocus, who sell full sized plants in great condition for not very much more that the pathetic plugs of Van Meuven, and what's more I always get my discount even on plants that are on special offer!!!