I'd shopped with them once before, and they were okay, so I went back to order 2 climbing plants. After a bit of searching (the website isn't very intuitive) I managed to find the right area, and chose the plants I wanted.
Both were showing delivery within 10-15 days.
So I placed the order.
2 days later, I noticed that my credit card had been charged and thought, "Great, they'll be arriving soon!" Unfortunately, not.
I waited 28 days, and still hadn't heard anything. Paid the credit card bill, expecting to receive my order at any time. I tried to call, but their phone opening hours weren't great, so I couldn't call when they were open.
I finally emailed, asking where my order was. About 5 days later I received a reply, explaining that they were exceptionally busy due to high response to their latest catalogue, and would get my order dispatched soon.
2 weeks later, I received part of the order. When I opened the box, part of the plant had been trapped in the box flaps, but sealed shut anyway. There were no planting instructions with the plant, no delivery receipt or credit card receipt. In short, no paperwork at all. (I finally managed to find planting instructions buried somewhere on their website.)
I emailed them, letting them know it had arrived, and mentioned that there was still a delivery outstanding. I received a reply a few days later, with the EXACT same text as the first. The only difference was 2 lines at the bottom, essentially saying "I'm sure it will be with you shortly". I wasn't convinced.
1 week later, I emailed them again, as I still had not heard anything, and I was getting annoyed that my card had been charged about 6 weeks ago for an order that was still outstanding. I asked for the outstanding amount to be credited back to my card, as I did not want to wait any longer for the order. (I checked the website, and it was STILL showing 10-15 days delivery.) Not impressed with this, I waited yet another week for a reply.
No reply arrived, so I emailed again, this time stating why I was a very unhappy customer, that their website was giving misleading information to customers, and that they were in breach of the Direct Selling Regulations by taking payment and not dispatching the goods within 30 days. Strangely, I received a reply the next day to this email, confirming the refund to my card for the outstanding amount.
I will not be shopping with them again. Their customer service was appalling. I realise that they were very busy, but there is no excuse for not reflecting the delays on the website, nor for completely ignoring customer emails requesting information, and using a template to reply to a customer's email - an autoreply is one thing, but if a representative is replying, he should not use the same email a customer has already seen before.
How helpful would this review be to a person making a buying decision? Rating guidelines
Sorry for the FH but I feel the review was about your negative experience and not the website in general. Perhaps this would be better in the Buyer Beware category? If you decide to have it moved, or update, please leave me a message and I'll happily re-rate. Sara X
Ecalor stands for the best quality at the lowest prices possible for direct electric heaters, heat pumps, solar covers, sand filters & our constantly growing product line up including a wide range of spas and Above ground Pools.
Advantages: great website design, lots of helpful tips in newsletter Disadvantages: sends a newsletter which for some people is annoying, sometimes forgets items.
MadeinScotland 01.11.2001 ·
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Ciao members have rated this review on average: helpful
Review of Crocus.co.uk
Advantages: great website design, lots of helpful tips in newsletter Disadvantages: sends a newsletter which for some people is annoying, sometimes forgets items.
MadeinScotland 01.11.2001 ·
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Ciao members have rated this review on average: helpful
Review of Crocus.co.uk
Jul 2nd, 2003
very helpful by (25%):
helpful by (63%):
somewhat helpful by (13%):
