I had a truly disappointing experience with the service, and I believe other customers should be aware. My order, which was advertised as needing a heat pack during winter, was abandoned in a lobby during freezing temperatures. This area is clearly marked as a place where parcels should not be left. I was home all day, and two other couriers managed to deliver directly to my door without any issues. The courier from the service didn’t even ring the buzzer or attempt delivery. Instead, they left a heavy package in an unsecured, cold area. I had to search for it and carry it upstairs myself. For a service charging nearly £10 for delivery, this is completely unacceptable. When I raised the issue, the customer support response was essentially dismissive, stating, "Not our fault, nothing we can do," and suggested I return the item myself for a refund. There was no apology, no resolution, and no care for the customer. They did not acknowledge that the delivery service I paid for was never provided, nor did they take ownership of the problem or offer a meaningful solution. The cold was disregarded, despite their own recommendation for heat packs to prevent damage. They refused to escalate the issue with the courier and blamed me for not providing special delivery instructions. I didn't realize that delivering to a regular apartment building needed special instructions. I had planned to make more purchases from this service for Christmas, but this experience has completely eroded my trust in them. I strongly advise other customers to reconsider ordering, especially in winter, as you may end up with a discarded parcel, a damaged product, and no options for support or refunds. It's not just the courier's mistake; it's their refusal to rectify the issue and the condescending way they handle complaints.
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Online plant retailer specialising in rare and unusual aroids, houseplants and terrarium plants, as well as selling a range of pots, growing equipment, substrates and accessories.
