Third Time Lucky (Good Customer Service)

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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.

• 25 Mar, 2015
• 7 likes

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