R W.

I received a number of plants over the year from this company, without a complaint about any of them. However this year I received a consignment where a clematis was in "dormant" state in January and accompanying leaflet said to wait for it to leave this state. Certainly my other clematis were not showing signs of new shoots in January. However, at the end of February it was clear that, unlike each of my other clematis, this new one was in fact dead not dormant. I asked the company to replace or refund and that has let to a protracted and rude and repetitive unhelpful stance by the company. They will only communicate by online chat and said their T&Cs said I should notify them within 14 days of receipt which I had not done and now they could do nothing I pointed out that the plant was dormant and had I contacted them I would have fully expected them to refer me to the leaflet and wait. I further pointed out that I had contact them in what I considered a reasonable time to realise the dormant state was erroneous as it was dead. Response was that a variety of things could have cause this failure including customer not treating the plant properly! Whilst this might be true, not in this case as I unpacked it and stored in a heated greenhouse and kept it regularly watered. The plant is DEAD. I have since reviewed the company and got a response that they do not deal with complaints in this way and that I had not contacted them within 14 days. And so it has gone on for 4 days. Emails are received and responded to as a no-reply address and to talk on Online Chat. Round and round in circles. I have written and emailed the CEO but this email also is a no-reply address. All for the cost of £8.97 refund or replacement. Avoid this company, they have proven they want to be contacted ONLY by online chat, online chat staff fail to understand the T&Cs are overridden by Consumer Rights Act and Consumer Contracts Regulation. A V O I D. Arrogance and the attitude the customer is a nuisance and always wrong.

A company I have used many times and with whom I was pleased until just after Christmas when goods sent via Hermes were not delivered on time and Hermes told me there was a "problem" with the order. I did get a refund from LoveCrafts but had to resort to emailing them as they did not answer their phones and did not have an active online chat. They eventually told me they had stopped Hermes from delivering and if they attempted to do so. Hermes did not even ring my door bell to allow me to refuse the packet but left it. I then had the problem with returning the goods and, yes, Lovecraft yet again were not contactable. I was concerned as I now had a refund and the goods. Eventually Lovecrafts emailed me a Hermes collection sticker but Hermes did not turn up. Back into the cycle and Lovecrafts sent me a Royal Mail sticker so I had to trudge to the Post Office to return their wool. Lovecrafts let down by Hermes, (I think the "problem" was that the packet from Lovecrafts was 1/3 open but no one communicated that to me which only became apparent when the packet WAS delivered even though they said it would not be! Avoid both companies would be my advice because having got a refund in my bank account before the wool arrived, I was then emailed that I would be refunded upon their receipt of my returned packet!

Ordered a 220 lt compost bin. Tried to do this through my Council link but it did not work. However staff were polite and the goods arrived in 7-8 working days. Each time I queried the non-delivery the staff were helpful and the goods finally arrived. Satisfied with the experience and product.

Ebay made me prove I had not received the goods from "Alice" by contacting courier and asking for evidence. I did so 3 times and courier failed to respond on each occasion. Seller has been believed even though I have not had the goods and was in the day(s) the courier said they were delivered - both 8 and 18 June for one item! Avoid. I have cancelled my membership of Ebay and caution against seller.

I ordered some paint for garden benches and when it arrived via Parcel Force it had been damaged in transit and there was a soggy parcel of paint! I contacted the firm, sent them images of the packet and they, without question. Resent the goods which arrived in satisfactory condition. I can recommend this firm.

Goods were never delivered and buyer said they had evidence they were - I was in all day, as I have been in lockdown, and they were NOT delivered. Ebay said the onus was on me to contact the courier. Under the Consumer Contract Regulations my contract is with the seller, the seller has to contact the courier. However Ebay insisted so I emailed courier asking for photographic and signatory evidence of where the item was "delivered". They did not reply to 3 emails. I am without the goods, know I don't have them, and the seller gets away with my £12. Ebay impossible to deal with and I have closed my account. Do not deal with them.