Order came when I wasn't home, courier left my parcel with someone else and didn't even leave a card with that person's address, didn't know where to go to retrieve it. After making a complaint with...
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Thomas Bramwell
Garden Mall
7 years ago
Hello Sorina,
Thank you for your review and comments.
When we advised you that DPD had delivered to the school we were assured by DPD that they would be retrieving the parcel and re-delivering it to you. This was the impression we were given and we were not advised of any further delays or issues.
Our apologies for the inconvenience and the issues.
Kind Regards,
Garden Mall
Product reviews
Thomas Bramwell
Garden Mall
7 years ago
Hello Sorina,
Thank you for your review and comments.
When we advised you that DPD had delivered to the school we were assured by DPD that they would be retrieving the parcel and re-delivering it to you. This was the impression we were given and we were not advised of any further delays or issues.
Our apologies for the inconvenience and the issues.
Kind Regards,
Garden Mall
Ordered and paid for item (bird table) online however was sent different table. When I queried it I was told original table was out of stock so why did it show it as in stock online. By this time the...
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Thomas Bramwell
Garden Mall
7 years ago
Hello,
Thank you for your review and comments.
Our apologies that you were sent the wrong item out instead of what you ordered. The reason for the mix up was due to a labelling issue at the manufacturer which meant it was scanned in wrong.
Our customer service team offered a partial refund for you to keep the incorrect item which was accepted.
Kind Regards,
Great Gardens Online
Product reviews
Thomas Bramwell
Garden Mall
7 years ago
Hello,
Thank you for your review and comments.
Our apologies that you were sent the wrong item out instead of what you ordered. The reason for the mix up was due to a labelling issue at the manufacturer which meant it was scanned in wrong.
Our customer service team offered a partial refund for you to keep the incorrect item which was accepted.
Kind Regards,
Great Gardens Online
I purchased a Hozelock wall mounted hose reel from Garden Mall. Having researched the internet, Garden Mall had the best price for the product I wanted and, having checked reviews, I made an online...
Ordered efficiently! Packed and deliver efficiently!
Reason for 3 stars .....Was going to return it because the handle was too long. The return label etc came through efficiently. However if I...
Do not deal with this company.
My order two days late. Company never passed on all phone numbers.
Order had damaged parts x two.
After speaking to Tom/Kim they said they would not offer anything....
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Thomas Bramwell
Garden Mall
7 years ago
Hello Michael,
Thank you for your review and comments.
Our apologies that you did not have a good experience with our company.
We did not place any blame on you for the damage, we simply re-iterated our terms and conditions that had been accepted before the order was placed, where it states that "Please make sure you inspect the goods and only sign for the items once you are happy that they have not been damaged. If you sign for items in good condition that are damaged we may not be able to process a refund or replacement."
When we try to get replacements for customers and claim off the courier it always comes down to how it was signed for, if it's signed for as damaged then we can get anything you need sorted. If it is signed for as undamaged the courier assumes the damage is caused after the delivery and then would not process any replacements or refund to us, and as the spare parts are not stored at our warehouse there is little we can do once they decide that.
When you reported the damage and a colleague replied stating we would be unable to help, you replied back with the threat of small claims court, if you had asked for this to be escalated to a manager instead we would have come to a compromise, as we can usually fight a customers corner on a case by case basis depending on what the issue is.
You are right that AFK are a professional and helpful company, we have the terms and conditions in place however they will always look at a case if we bring it to their attention and bring a reasonable explanation for the damage.
Kind Regards,
Garden Mall
MD
Michael Dukes
7 years ago
The reply from Garden Mall was a definite No to any assistance for the damage.
It is not possible as Tom/Kim know to unpack a large pallet while the driver waits.
As to having to go above a person Kim who is able to give a definite no to any help I did not see the point in this.
My answer was small claims court action.
Just as blunt as your attitude was to me.
Your web site says the customer has three days to report any damage. You seem to ignore this.
MY ADVICE DO NOT DEAL WITH GARDEN MALL THERE ARE A LOT OF COMPANIES OUT THERE WHO LISTEN TO CUSTOMERS.
M. Duked
Product reviews
Thomas Bramwell
Garden Mall
7 years ago
Hello Michael, Thank you for your review and comments. Our apologies that you did not have a good experience with our company. We did not place any blame on you for the damage, we simply re-iterated our terms and conditions that had been accepted before the order was placed, where it states that "Please make sure you inspect the goods and only sign for the items once you are happy that they have not been damaged. If you sign for items in good condition that are damaged we may not be able to process a refund or replacement." When we try to get replacements for customers and claim off the courier it always comes down to how it was signed for, if it's signed for as damaged then we can get anything you need sorted. If it is signed for as undamaged the courier assumes the damage is caused after the delivery and then would not process any replacements or refund to us, and as the spare parts are not stored at our warehouse there is little we can do once they decide that. When you reported the damage and a colleague replied stating we would be unable to help, you replied back with the threat of small claims court, if you had asked for this to be escalated to a manager instead we would have come to a compromise, as we can usually fight a customers corner on a case by case basis depending on what the issue is. You are right that AFK are a professional and helpful company, we have the terms and conditions in place however they will always look at a case if we bring it to their attention and bring a reasonable explanation for the damage. Kind Regards, Garden Mall
Thomas Bramwell
Garden Mall
7 years ago
Hello Michael, Thank you for your review and comments. Our apologies that you did not have a good experience with our company. We did not place any blame on you for the damage, we simply re-iterated our terms and conditions that had been accepted before the order was placed, where it states that "Please make sure you inspect the goods and only sign for the items once you are happy that they have not been damaged. If you sign for items in good condition that are damaged we may not be able to process a refund or replacement." When we try to get replacements for customers and claim off the courier it always comes down to how it was signed for, if it's signed for as damaged then we can get anything you need sorted. If it is signed for as undamaged the courier assumes the damage is caused after the delivery and then would not process any replacements or refund to us, and as the spare parts are not stored at our warehouse there is little we can do once they decide that. When you reported the damage and a colleague replied stating we would be unable to help, you replied back with the threat of small claims court, if you had asked for this to be escalated to a manager instead we would have come to a compromise, as we can usually fight a customers corner on a case by case basis depending on what the issue is. You are right that AFK are a professional and helpful company, we have the terms and conditions in place however they will always look at a case if we bring it to their attention and bring a reasonable explanation for the damage. Kind Regards, Garden Mall
When I purchased item, I received good communication as per delivery time. BUT... When I had to phone to say item was broken/dameged in original packing, even stating it must have been packed and...
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Product reviews
Date of purchase: 06/09/2019
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Trusted Customer
7 years ago
Prompt service. Bench delivered when stated.Pleased with the product.
Product reviews
Date of purchase: 06/09/2019
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Trusted Customer
7 years ago
Very good quick excellent delivery - cannot fault you
Garden Mall offers everything for the Garden from propagation and Grow Your Own kits to Garden Furniture and Sun loungers. Relax in confidence with Garden Mall.
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We verify that reviews are from genuine customers by matching them to a sale or transaction. People are only invited to leave a review after purchasing from the business.
Garden Mall offers everything for the Garden from propagation and Grow Your Own kits to Garden Furniture and Sun loungers. Relax in confidence with Garden Mall.
