Beware of Dealing with The Nursery Store UK – Poor Customer Service & Missing Items!

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Beware of Dealing with The Nursery Store UK – Poor Customer Service & Missing Items!

Prior to this experience, I would have rated this company 5 stars. However, due to recent events, I am forced to give them 1 star. Here’s why:

On December 31, 2024, I placed an order (ORD4713910) on their website, using my billing address from another company (as my card is linked to it). My shipping address and UK postal code were correct. The estimated delivery date was January 3, 2024.

I have never had issues receiving deliveries at this address, even back when the company operated as Online4baby. However, when I checked my order, I realized I was missing 11 items.

Customer Service Issues
The only way to reach The Nursery Store now is via email—they have removed phone support and do not respond to social media inbox messages. This is a stark contrast to their Online4baby days when they were accessible via Facebook Messenger.

I emailed them multiple times regarding the missing items. After several attempts, they sent a photo of the delivery, claiming all items were delivered. However, the photo does not match the correct delivery location where I received the first part of my order.

What Went Wrong?
It appears my order was split into multiple shipments.
I received only 4 items, while 11 are still missing.
The company claims all items were delivered, despite acknowledging that 1 item was returned to them.
The courier (DPD) may have delivered to an incorrect address, yet The Nursery Store refuses to take responsibility.
Their Response?
The Nursery Store repeatedly insists that since some items were delivered and there’s a photo, I must have received everything. Their email response:

"As you can see from the delivery image, the items have been delivered together. Therefore, it is not possible to have only 4 that have been photographed. After thoroughly reviewing the information provided by our carrier, we are satisfied that the delivery was completed as per the contract. Consequently, we are closing this case."

They have closed my case multiple times, even when I re-open support tickets. At one point, they offered to investigate, but when I refused to take responsibility for their error, they immediately shut down communication again.

Final Thoughts
This company’s lack of accountability, poor customer service, and refusal to properly investigate missing items is unacceptable. I will be contacting the relevant consumer protection organizations to escalate this matter.

If you’re considering shopping with The Nursery Store UK, think twice! Their lack of transparency, inability to communicate properly, and unwillingness to resolve customer issues make them highly unreliable.

I hope they choose to do the right thing, but for now, I strongly advise caution when dealing with them.

So that isn't a photo of your house?

Nope not at all! I have said this many times and they keep emailing me saying the order has been delivered, therefore the case is closed!

Can you contact dpd and ask for the address location of that image? (I say this but I know how bad delivery drivers can be).show them a photo of your house vs the image?

I had a very important parcel a week ago- house keys- that were delivered to the neighbour and said I took it in! Luckily I at least knew them a bit and they looked after the delayed parcel.

Yodel have been worse and delivered my parcel the other side of the village 0.5miles away and said it was delivered. It’s like there is no repercussion.

This is disgraceful! I would get straight onto the Ombudsman. It is surely a black and white case as not your delivery address so how can they even dispute it?! Blast them far and wide on reviews/social media until they maybe decide to engage. Can you do a fraud report through your bank because you've paid for something online that you never received?
Recently a DPD driver stole from me, ripped the box open and took 1 item. Had the audacity to take a 'proof of delivery' picture of the ripped apart box and left it there. Obviously complained, company I purchased from were fantastic.. DPD not so much. DPD claim I fabricated the whole thing.. best part is I have Ring doorbell footage of the whole thing, yet they're still denying it and refusing to engage any further. Just thought I'd share as obviously I now find them the most umprofessional and untrustworthy company I've ever dealt with.

It's been so hard to contact them. I'm gonna try again today/tomorrow. If they can just mention where they left the items, I may be able to retrieve them...just maybe. This shouldn't be my job...but hey!

I'm sure their drivers just left the items somewhere and took a picture. It would be easier if the Nursery Store agreed to help.
It's ridiculous that a delivery man would steal from an item they're delivering. That's just highly unprofessional and something the company shouldn't be supporting.

Oh!

Horrendous company to deal with! They sent us a faulty item and refused to refund or return the item! Would honestly never ever purchase from them again.