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Third Time Lucky (Good Customer Service)


By AndrewR


Being a plantsman, I source many of my plants from small, specialist nurseries. This means many of them travel by post or courier service to reach me, adding a risk to acquiring them. Usually, everything goes without a hitch, but an order placed earlier this year didn’t go quite according to plan.

I have been dealing with Potterton’s Nursery for several years without any problems. They deal in bulbs, alpines, and other small plants. I knew something was not right when Parcelforce sent me a letter, telling me they had a package for me sitting in their Basingstoke depot. They had tried to deliver it (they claimed) and then taken it to the nearest sub Post Office, from where I was supposed to collect it. However, as they had not left a card telling me this, I did not know it was there, and it had been returned to them after six weeks. They also claimed it was undeliverable because the address was wrong! I arranged for the re-delivery, and unpacked eight very sorry looking pots.

Potterton’s were horrified when they saw the picture, and immediately promised to send replacements. A few days later, another package arrived, but it only contained five pots. Each had a label like this.

Whoops! Wrong order!! To be fair to them, Potterton’s had already rung up to tell me they had made a mistake, and to keep the ‘free’ plants.

Today, another package. What was inside this time?

Third time lucky.

Thank you Potterton’s. No quibble, no hastle. Good customer service. I will be using them again.

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nice news it,s good when firms play fair they deserve praise

25 Mar, 2015


Thanks for this blog, the plants are a good size and a fair price, what about their postage rates Andrew?

25 Mar, 2015


DD - about the average. The plants come in small pots filled with soil which bumps up the weight. Each pot has newspaper taped over the soil to prevent it tipping out in transit, and if the plant is not a 'cushion' type, another pot is taped upside down over it to give protection. The box they are sent in is packed with scrumpled newspaper so everything travels securely and arrives in good condition (carrier permitting of course).

25 Mar, 2015


Thanks for this, always looking to buy online where possible....

25 Mar, 2015


Update: I left the eight pots from the original order on the patio. Six are now showing healthy growth from the contents - the other two contain autumn flowering bulbs, so I wouldn't expect to see anything at this time of year.

6 May, 2015

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