My complaint:
In April 2021, I purchased from Suttons Seeds a pack of perennial plants that were due to be delivered within about 10 days. The promotion promised that they would be delivered either ready for planting out or could be grown on in pots prior to planting. They would be ready for this summer flowering and as perennials for future years too. Nothing arrived. I received a messages from Suttons Seeds saying they would be delayed as the crop had failed and they had to plant another batch. This happened two or three times. I complained by phone and email to Suttons and advised them that I was going away and would not be available to take receipt of the plants during certain dates. I warned them not to despatch the plants until they had checked that I would be at home. I told them that if they left the plants on the doorstep and there was no-one to accept them for several days then they would be responsible if the plants did not survive. Finally in July some three months after the promised delivery date they did deliver them (without contacting me first) during the time that I was away from home as I had advised them. They didn’t leave them on the doorstep, they were shoved through the letterbox and they sat in a small obviously letterbox sized cardboard envelope in the hallway for up to six days until I returned home. The quality and size of the plants was appalling, they were far to small to plant out and many had died. I contacted Suttons Seeds and they promised a refund within five days. I have been on the phone to them each week since, telling them that I have not received my refund. Each time they apologise and say it has been authorised but not processed. They have ed the details of the credit card where the refund will be sent but as of today it has not arrived. This is over a month since it was promised. I am beating my head against a brick wall by phoning them as they just do nothing. This is now a formal complaint. A copy of this will be sent to Complain.biz, Suttons complaints department and the Martin Lewis Money facts who originally promoted this so called ‘deal’.
Suggested solution:
Refund the money as they agreed to do without any further stalling.
