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Garden Creators - Totally Unreliable | Customer Service Ability Non Existent

Update by user Jul 23, 2016

Communication with this company was non existent and they pulled out of a job at the very last minute despite it having been planned and agreed on for over three months all because of an angry email I sent. Had they turned up on the day they said they would or at least been in contact in the weeks or days before to confirm a start date, none of this would have happened.

I confirmed the job in April and was told they'd start on the week of 4th July. From that point I heard absolutely NOTHING from them.

Can they really be surprised that someone is angry when they don't turn up on the morning of 4th July?

There's plenty of very good garden/patio companies out there who are on Marshalls register of approved contractors so if you want to be sure your job is going to go ahead and on the date your were given, then I really wouldn't use Garden Service Ltd/Garden Creators.

What is a shame is that Paul was a decent guy and tried his best to apologize for what had happened and assured me they would start in a few days time but Chris who is the managing director was having none of it and advised me they wouldn't be proceeding with the job.

In today's climate any small business who can afford to turn down an £8000 job down because a customer sends them an irate email, really needs to learn how to deal with angry and disappointed customers.

Original review posted by user Jul 21, 2016
I confirmed an £8000 job with Paul from Garden Service Ltd (also known as Garden Creators) in April and he advised me that they'd be starting 'the week of 4th July'. I heard absolutely nothing from him in the run up to that day and assumed the start date would be Monday 4th of July. No deposit was requested as they state on their estimates "No deposit required, payment on completion". As I was out of the country the week prior to 4th July and wouldn't be back until the 6th, I arranged for someone to be at home for when Paul arrived but by midday on that day, nobody had turned up. I could not call to speak to Paul as I couldn't get a signal on my phone so sent an email instead. Having landed that morning from a long overnight flight and being very tired, I was furious that Paul had not only not turned up but hadn't been in touch since I confirmed the job in April to re-confirm a start date. I assumed that 'the week of 4th July' which I had in writing from him meant Monday morning 4 July. He quickly replied explaining that he was running a few days behind schedule due to the wet weather and would be starting my patio later in the week. Although angry and disappointed, I accepted the apology but said it was not acceptable not to keep people advised of an exact start date and especially to let them know you're running behind schedule. A short time later I received another email from someone named Chris who I'd not met and had NO communication with at all so had no idea who he was. Seemingly he's the director of Garden Service Ltd and he told me they would not be doing the job due to the tone of my email. So after waiting three months for a patio to be laid, Garden Service Ltd pulled out because I upset them with the tone of my email which was not rude but expressed my anger at them not turning up when they said they would. This company clearly has no ability to deal with angry customers, their communication skills are non existent and they obviously have enough work that they can let a customer down at the very last minute on an £8000 job as and when it suits them. I have reported the incident to Marshalls as they are on Marshall's register of approved contractors and Garden Service Ltd have been contacted over the matter. If you want to be guaranteed that the work you are looking to have done goes ahead on time and you are not let down at the last minute, then I would seriously look for another company. I suspect this may be the reason why Garden Service Ltd do not ask for a deposit, by not securing a job with a monetary payment they are not tied in financially so can pull out at the last minute quite easily.
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ID
#886072 Review #886072 is a subjective opinion of poster.
Location
London, England
Service
Garden Creators Customer Care
Reason of review
Poor customer service