Posted: 05/04/2013 at 12:58
Any company can make a mistake - it is what they do to rectify it that counts in my opinion.
I had ordered 2 lots of Lilies fron Van Meuwen and a collection of Lilies fron Thompson and Morgan. They are the same company by he way.
3packages arrived on the same day -each with a substitution voucher for ??5.00 and 20 ChinaGirl Lily bulbs instead of the ones I had ordered. I really didn't want 60 Lilies of the same variety so phoned Thompson and Morgan and said how disappointed I was. The outcome was that I was sent a different collection of Lily bulbs,I could keep the China Girl lilies and the 3 ??5.00 vouchers and they also gave me a complete refund. I would say this is good customer service when something has gone wrong.
I buy lots of plants through mail order and on the rare occasion when I have needed to complain I have always been happy with the way my complaints have been dealt with.
Pam LL x