Bulbs - advice please

Thanks @Sheal - I get the difference between bulbs and tubers, but they clearly stated on their website what was in the pack:



"Mixture contains Begonias, Freesias, Liatris, Lilies, Gladioli and Dahlias"

That is a bit like Greggs offering a cream cake selection with chocolate eclairs and cream buns, and then actually giving you a bag of jam doughnuts - - - well, they are cakes aren't they??

I decided not to sleep on it anyway, I have had too much messing about with T&M over the past two years, and am only angry at myself for being stupid enough to give them another chance.

 

Well, fair play to T&M - I have just had a phone call from one of their customer service staff who was very friendly, and who totally agreed with the points raised in my email. A refund will be forthcoming, as well as the cancellation of the outstanding order, and there is the promise of some vouchers by email as they are keen to keep customers and not lose them.

I have said that I am more than happy to be contacted by any of their management of board of directors with genuine constructive feedback if its going to help them improve - after all, the more choices we have as gardeners, the better?

I get the feeling that they have either gotten too big too fast, or their production is not keeping pace with their sales - bit of a mismatch between the sales side and distribution side if you know what I mean?

Whether I go back to T&M remains to be seen, but I have to be fair to them and state for the record that the personal touch of the phonecall shows willing, as does the admission that they have got it wrong on more than one occasion - takes balls to openly admit when you are getting it wrong (and even more balls to put it right); I will update as to how the refund etc pans out.

 

A bit more optimistic today @Sheal - dead chuffed with my latest propagator, not least as it has coaxed one of my lemon eucalyptus bush seeds to pop its head above the surface this morning.

I got an email in my inbox just after 9pm last night, but I must confess that I was in 'Top Gear' mode by that time, so haven't really looked at it yet; going to go through my emails after I have had my dinner (starving - not eaten a thing all day!)

The lady I spoke to yesterday was very pleasant, and genuinely wanted to make things right; in my honest opinion, I think that the company as a whole are well meaning, but they are just not realising that their distribution side is not keeping up with the promises being made on their website and in their brochures.

 

Aye, I do

 

Well, I have to be fair to T&M - although I was properly peeved, the customer service since emailing them to complain has been exemplary. They have refunded me for items substituted last year, cancelled the bulk of my remaining order for this year (keeping the XXXL dahlias on order for me as I have had them in the past and they were good plants), they have refunded me for the failed begonia seeds, given £25 vouchers by way of an apology, and today have also refunded the bulbs that spurred me into complaining - and have said to keep the bulbs with their compliments (pass any that are unsuitable to friends and family etc).

Top marks to them for going the extra mile to resolve a complaint.

So, I am now firmly of the mind that they are well intentioned, and capable of delivering excellent customer service, but they appear to be being let down by their supply/production/distribution side - - if they can get this side of their business up to the same standard as their customer service side, they should be a force to be reckoned with.