Scotts of Stow Customer Service Issues

The last time I contacted your company on [redacted] etc., it cost me £20, so I won't call again, especially since you have a cheaper number but don't provide it. I am emailing today to inquire, WHERE IS MY ORDER???? This is the third time I haven't received anything because HERMES is not locating the correct delivery address. Hermes has failed to deliver my order placed on 6th AUGUST three times. Please improve your delivery service if you want customers to continue ordering from your catalogue. The item I ordered is [redacted], a back support cushion. If delivery is not possible due to Hermes' inability to locate us (which isn't difficult), as they keep going to the wrong place, I will not use your services again. - IR

I am writing on behalf of my wife, Pamela Y. Hunt, regarding order no. [redacted]5 placed on November 16, [redacted], for a pack of 2 Fitness Trackers with reference [redacted]. Despite purchasing them as Christmas gifts, we discovered post-Christmas that one of the trackers is faulty. We did not open them immediately. The faulty tracker is not registering movements, unlike the other one, which exhibits normal behavior. We kindly request a refund for the complete pack, even though it has been more than 28 days since the purchase. Concerning the refund method, please advise on alternative ways as the original credit card used for the purchase has been terminated due to fraudulent activity. Thank you for your understanding and assistance.

I purchased a sound system from Buswells Home on Amazon Marketplace, which arrived on time. Unfortunately, the CD player was faulty and made a terrible noise. I found a contact number for Scott's on eBay and called them, but they directed me back to Amazon. After messaging Amazon on Friday, I received a reply on Monday, stating they did not send a printable label as requested. By Tuesday evening, still no label, and calling Scott's again proved unhelpful. Despite trying to resolve the issue with Amazon, I am frustrated with the lack of progress. I wish I had known about their own store before using Amazon. Unsure how to escalate this with Amazon due to the delays.

I am writing to express my disappointment with the service I have received from your company regarding the return of two items for credit. Despite multiple arranged collection dates, the items have not been picked up, causing me frustration and wasted time. I have made numerous phone calls to your customer service, only to be met with apologies and rescheduled collection dates. Unfortunately, the lack of direct communication between your company and the carrier has led to this ongoing issue. At this moment, I am still on hold trying to reach your customer services. I urge you to contact the collection company promptly to ensure the immediate pickup of the returns. Thank you. - C. H. Booth

I purchased two dressing table organisers for my granddaughters, Caitlin and Emma, for Christmas with their names on them. I have called six times to inquire about their whereabouts as I placed and paid for the order on the 5th of November. The representative I spoke to mentioned that they had been dispatched and are with Hermes. However, it is now the 28th, and I have yet to receive anything. Could you please provide me with accurate information and process a refund for the £60 I spent?

My delivery today of the Dimplex Maxi Hot and Cold (order number: [redacted]) arrived very well packaged, but unfortunately, the remote control device was missing. It seems to be a contents packaging error that was overlooked before dispatch. I need either a replacement remote control sent as soon as possible or a complete replacement of the item. I attempted to contact your Customer Service Line today, 27/05/02, but was redirected to your website to report the issue. If the item needs to be returned, please arrange for it to be collected from my home as I am part of the vulnerable group and currently self-isolating due to the Covid-19 lockdown.

When I ordered a tree trunk bird bath on May 20th, I specifically inquired about delivery times due to a past delay. I was assured it would arrive within 3-6 weeks. However, I recently received notice that it won't be delivered until August at the earliest. To make matters worse, the price has been reduced by £32.50 in later catalogues. As a loyal customer, this is unacceptable. I'm requesting a full refund for the bird bath, which cost £[redacted].95. I also purchased fountain clear for £11.95, now reduced by £3.00, but have no use for it without the fountain. I am unable to return the fountain clear due to health concerns and already discarded the packaging assuming the fountain would be here soon.

In May, I placed an order for sheets and pillowcases in Oyster. The pillowcases and flat sheets arrived, but I was missing the three fitted sheets I ordered. I was informed of a delay and eventually received two flat sheets instead of the fitted ones. I wish to return the flat sheets and request the correct items as per my original order. I am becoming frustrated with the situation and expect prompt resolution.

I placed an order on 23/4/20 for 2 items. The second item, No. [redacted] - Louvre Door Wooden Garden Store, was delayed but has now been delivered some weeks ago. Today, I received an email informing me that another duplicate item, in addition to the one I already have, is on its way. I do not want it and am concerned that I will be billed again for it. I waited 41 minutes on the phone today before being cut off by Scotts of Stow, as they said it was the end of their call time! How can I halt the delivery and prevent any further charges? -Bridget L.

Dear Sir, I attempted to return the incorrect goods I received. I kindly request a proper returns label with a return number and the correct return address. My customer number is [redacted], and the order number is S[redacted]3. The package was meant to contain a Ladies Sun Visor in Grey Stripe (item code: [redacted]) that was ordered on July 15, [redacted], from VERDICT. However, when the parcel arrived on July 29, [redacted], it contained a poor quality Panama hat with a black band instead, without an item code. Despite my efforts over two days, I have been unable to obtain a returns number. The instructions provided are lacking as they do not include an address or a returns number. The Post Office directed me to Budgens for the return, but their scanner couldn't process the barcode due to a missing part. After fixing the label, Budgens still could not accept the return due to the lack of address. Your prompt assistance in rectifying this issue would be greatly appreciated.

I placed an order with Scotts of Stow a few weeks ago, enticed by a BOGOF offer in the catalogue, along with a bonus cheque. I submitted everything with my debit card details, with the order number being BCSO581809. After some delays, I was notified that the order had been dispatched. Following some confusion and receiving a duplicate bonus cheque due to technical issues, and multiple Covid-19 related delays, the only efficient aspect has been Scotts debiting my bank account accurately. I am frustrated by the handling of this order as a long-time customer. I just hope my order arrives soon, as this experience has left me disappointed, making me question future dealings with the company.

Regarding order no. BCS132991, I am disappointed that my parcel has not arrived within the expected delivery window of 1st - 6th October as promised. Hermes' tracking page indicated a delay on 2nd October with a commitment to move the parcel within 24 hours, but this has not been done. I urgently need to know the updated delivery schedule. Contacting Scotts of Stow by phone has been unproductive due to pandemic-related restrictions, forcing customers to visit their website for assistance. This situation is becoming increasingly frustrating.

On October 1st, I placed an order for a Polti Vaporella Iron and an Essential ironing board, paying by Visa over the phone. However, I only received the iron a few days later, missing the ironing board. Despite being promised its delivery, the issue persisted. I contacted customer service expressing my frustration and requested a refund or the entire order. After more back and forth, I was instructed to return the iron for a redelivery of the complete order. Unfortunately, when the driver came to collect the iron on October 19th, there was a technical issue and the parcel wasn't taken. My attempts to contact Scotts of Stow have been fruitless despite the prompt payment deduction from my account. At this point, I have decided to cancel the order entirely and have left a note in the box with the iron. I request a refund and prompt collection of the iron. - Mrs. G E Haimes

I placed an order on 11/11/[redacted] through your Gift Discoveries catalogue. After completing the payment, I noticed that instead of the Black and Fuchsia Cloche Hats I wanted, I ended up with two Fuchsia ones ([redacted]). Could you please make the necessary amendments to the order? I'm reaching out through this platform as the response time on the Gift website seems to be at least 2 days. The automated voice message stating unavailability for calls is outdated, as it mentions November 5th whereas today is the 12th. Given the current situation with lockdown and Christmas approaching, I expected better responsiveness from your team. My Customer Number is [redacted]89, and the Order Number is BCG50827, with a total amount of £64.80.

I wanted to share an issue my son experienced with a pair of men's tracksuit bottoms we recently purchased. When they arrived, they appeared to have been worn before, with noticeable dirt and pilling around the private areas. Despite emailing twice, we were informed that returning them was not possible. We have sought advice from trading standards and a solicitor to understand our rights as consumers. If this matter is not resolved promptly, we may have to escalate it further. I kindly request assistance from a manager to address this situation via email or over the phone. For reference, the order number is [redacted]20. Please reach out to me, Mrs. Bond, at [redacted] or [redacted] for any additional details. Thank you for your attention to this matter. Sincerely, Mrs. Bond

Subject: Issue with Parcel Delivery Hello, I recently placed an order and sent a postal order with a cheque for £10.64 (customer reference PCN[redacted]) and another cheque for £55.16. I received an email from [redacted] stating that my parcel delivery was unsuccessful as no one was available. However, there were people at home all day, and we had no missed deliveries. When I attempted to reschedule the delivery, my computer flagged an unsafe link, so I refrained from proceeding. I replied to the email expressing my confusion and concern. Could you please investigate this issue and provide me with an update on when I can expect the delivery of my order? Thank you for your attention to this matter. Best regards, A. Peacock

Last Thursday, on 7 January, my wife placed an order with your company for toe nail clippers, long oven gloves, and Duracell batteries over the phone. She called again on Saturday, 16 January and Monday, 18 January to follow up on the order, but each time she was put on hold for 6.00, 50.48, and 37.17 minutes respectively. The total cost incurred for these calls amounted to £18.95 without VAT, totaling £22.74. Although our telephone contract includes inclusive calls up to one hour, it does not cover special-rate numbers like the ones we had to dial to reach your customer service.

Order Number: [redacted] I sent an email on 4/1/22 at 17:11 to cancel my order. Originally, I ordered two VERONA Gas-lift Upholstered Bar stools in BLACK, but I received a ROMA gas-lift upholstered bar stool instead. After some back and forth, I accepted the ROMA stool to avoid returning it but requested one more ROMA stool and the rest of my order. Due to ongoing delays, I now wish to cancel the remaining order for one ROMA gas-lift chair and two Crystal Lotus Flower Candle Holders. I am requesting an immediate refund to my Mastercard account. I prefer not to speak to an IT technician but rather have Customer Service handle the refund and cancellation promptly. If necessary, please contact me at [redacted]8. I am disappointed with the level of customer care. Thanks, Mark O.

I purchased products from a new Soap/Gardening Products catalog on November 30th, and I paid £44.95 to Scotts of Stow. I inquired about the delivery and was initially told it would take approximately 10 days. After a follow-up call on the 10th day, I was informed the items were about to be shipped. Upon another inquiry, I was told the items had left the warehouse and were en route. After receiving the items several days after Christmas, I found the boxes to be crushed and promptly sent them back using the provided Return Label, paying £3.20 postage at the local Post Office (I have the receipt). I am requesting a refund for the items and the postage without delay. I was not present at home during the delivery, and I would not have accepted the damaged items had I been there. A neighbor later delivered the package to me. Thank you for addressing this matter promptly.

I inquired about my order, but the response I received was incorrect. The items listed were not the ones I requested. Some items arrived at different times, and some did not come at all. Sorry for any confusion, as I have not been well and am on medication, which leads to some forgetfulness. The smaller pan I was looking forward to never arrived. Despite this disappointment, I appreciate the offer and have decided to reorder the smaller pan. I would appreciate your assistance in sorting out this order. Thank you.