⭐️ 1 Star I recently visited a garden centre to return an unopened product just two days after purchasing it, and the experience was truly perplexing.
I was informed multiple times that it was “company policy” to only provide an exchange for the same item or a credit note, which seemed illogical. This policy was supposedly “clearly displayed” at each checkout, but the one I used didn’t have any notice. A staff member even attempted to place a policy sign on the counter during our conversation, which was quite amusing.
This policy was never mentioned at the time of purchase, yet I was treated as if I should have been aware of it. When I requested some basic common sense, the manager raised her voice and suggested I email the owner. It was quite strange.
Being honest seemed to work against me: since the item wasn’t faulty and I was truthful, I was denied a refund. I was told that if I had claimed it was faulty, I would have received one. Eventually, I was offered a “50/50” option — half refund, half credit note — and another manager treated the situation like a game show, suggesting I should “take the offer.”
In the end, I accepted it out of necessity, but it left a bad impression. When paying premium prices for items that are cheaper online, decent customer service is expected.
We’ve spent a considerable amount here in the past — including a flimsy decoration that I had to repair myself — which perhaps should have been a warning sign. Overall, a very disappointing experience that will remind me to take my business elsewhere in the future.
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