Faulty crocus order

[teta]

i have put through 3 large orders at crocus this week.Everything has arrived in very good condition apart from an expensive Magnolia satisfaction.This cost a lot of money and arrived with the top knocked off and lots of leaves in the box.I subsequently phoned up customer services and they said i had to photograph the damage and the send it the picture to them .Now nowhere does it mention anything about this procedure in the returns policy.Legal advice [from sister] said send a polite e mail requesting a replacement and that they are not within their legal rights to request a photograph.I really am pretty cross and on principal i will not order from them again.What would you do?

I would just send the picture. They have probably requested this rather than you having to go to the hassle of returning the plant.

Not sure why you have an issue with sending them a picture really.

And if you're lucky they may send a new one and you get to keep the damaged one.

These things happen and I actually think that this is pretty good customer service, so not sure why you wouldn't use them again.

Stuff gets damaged in transit, and seems to me that they are trying to sort it without inconveniencing you too much.

As to just asking for a replacement with no proof of damage - who would just take someone's word for it?

I am very happy for them to pick up the tree first.They can then check the damage and replace or refund.i have spent arround 300 pounds this week.why would i complain when all i want is a replacement?.If this is the procedure this should be stated on the returns policy [its not]. My sister is a senior lawyer and has said they don't have a leg to stand on[its essentially a delaying putting people off tactic].Its not an example of good customer service at all.

I run my own business manufacturing and selling stuff through a webshop. If we ever have a customer advise that there is damage, we always ask them to send in a picture. Never had a problem. Saves us either the cost of picking it up or having the customer return it.

I don't see how it is a customer delaying tactic. You send a picture, they see the damage and can replace the tree straight away.

You don't send a picture and they have to arrange a time and date to collect from you which could take a week or two.

teta I had exactly the same thing with a Crocus order a couple of years ago but with cheaper plants.
I wasnt happy but did send a photo and they refunded me.
I havent ordered from them again though, it did put me off...

Thanks Pannacotta.Its obviously standard procedure then.I will take a photograph tomoprrow [and try to keep the plant safe from 4 marauding children and a footballing dog].UKSky you do have a valid point of view.

No problem at all. Hope you get it resolved quickly.

And I bet you end up with both trees. They may well not take the old one back. And I am sure you can prune it and it wil be perfect too.

Tough.. i was merely concerned whether they have a leg to stand on.Obviously i am not going to quote my sister [as im a bit old to do that!].I'm not trying to impress people either [though that is obviously your interpretation].I fear you are mistaking the gardening section for AIBU.

I ordered three blueberry bushes from Wiggly Wigglers.
They were all dumped on my doorstep upside down in their cardboard containers by the couriers, as the packaging did not have a "This Way Up" sticker on. The top third of the plants were completely broken off.
I was asked to email in a photo, which I did, three new plants were sent out to me and I was told to keep the three damaged ones. Gave them a good prune, and a couple of years later, they are better specimens than the replacements.

Not plants, but when my Xmas present from my DH arrived damaged they asked for a picture, then sent a replacement and said to keep the original order as it was more expensive to send it back than replace it. We filled and reprinted it and got two for the price of one. I think it's standard with items that are too much hassle to get the customer to return to show the damage. You really are making a mountain out of a molehill. Just send a picture and you'll probably get a replacement and keep the original.

How do you think you get the replacement tree quickest?

Sending a picture by email, so they can see it, and arrange for a tree to be sent out immediately, or if they schedule a pickup, get the tree to their office to look at it, and then order you a new tree?

I would say it is less inconvenient for you to send the picture, than be home for a pick up, and then AGAIN be home for the next tree delivery.

What does it matter whether "they have a leg to stand on", methinks the senior lawyer is talking rubbish and have lost sense of what is practical and efficient.

Yes,maybe Quintessential.But prior to this i have never been asked by any internet company to do this for faulty goods.Ok,i accept that this is a large bulky item and this may be standard procedure [but until now- not to me]

Well, maybe they simply have a lot of people trying it on, they dont KNOW you are honest. What you are asking is that they put this on TRUST. Heck, you dont even trust them enough to send them a picture, and even kick up a fuss, so why should they trust you?

They may also need the picture to bring up the issue with their delivery company, as I would imagine the delivery was insured.