Tracy H

The Customer Is Clearly Not King

The Customer Is Clearly Not King My first experience with this company in December was excellent. The planter boxes are very expensive, but the service justified the price. I ordered four boxes and the salesperson ensured everything was included so that the product was complete on delivery — including the liners so I could plant immediately. Because of that positive experience, I decided to order two more boxes in March, along with a three-tier box. Unfortunately, the experience this time was completely different. For what should have been a simple order, there were far too many contact points, no formal invoices (only quotes), and I was told stock limitations meant I had to pay two separate delivery fees. The two boxes that arrived today were also an hour late — and to my surprise, they arrived without the liners. When I raised the issue, the salesperson argued that it was my responsibility to order the liners. This is confusing, as my December order was delivered as a complete product with liners included. There was no indication that this order would be handled differently. This is not my business — it’s yours. Customers shouldn’t have to guess which components are required to make a product usable, especially when previous orders were handled properly. The disappointing delivery is one thing, but the defensive response when I raised a concern was even worse. Being made to feel as though I was wrong simply for raising the issue is unacceptable. A very disappointing follow-up experience after what started as such a positive first purchase.