If your brand name is Garden Express, it would seem that speed of delivery would be a key element of their business model. That means as well as making front of house efficient, it is imperative that the turnaround from order placement to order fulfilment be speedy!

Not so.

My experience as a customer of Garden Express (an Australian mail order plant nursery company) was quite poor. They do not have the basic customer service fundamentals even halfway right.

I placed my order on June 25th and that, in itself, was not easy to do. It took several attempts to even place the order through their internet front end. I emailed them and they replied in a nice, way and said they would notify their IT department. So I tried again and placed the order!

And paid, of course!

That same day, received an email confirming the order. So far, so good. Then, heard nothing for days!

I waited until July 2nd and emailed them, asking when delivery could be expected. This is the reply I received.

Thank you for your message. We are in the middle of the busiest time of the year for the crew at Garden Express and we have a slight delay in processing and dispatching orders. Sorry for the delay but your order should be with you shortly, we would expect within the next 7-9 days.

Another 7 – 9 days? Surely if your business is mail order, you should beef up the distribution arm of your business during your busiest times? Apparently, not Garden Express.

I waited until July 14 and sent another email, pointing out that the 7 -9 days had elapsed so, where were my plants?

No reply.

So, I sent another email on July 15.

No reply.

Sent another email July 16! At last, received a reply!

Thank you for your message we are very sorry for this inconvenience and understand your frustration with regards to the delay you have experienced. You order has been sent it was sent in the first mail collection (9am) this morning.

The plants arrived and, unfortunately, I found that the plants I really wanted were not included! Apparently, they were sold out!

The invoice cheerily told me I had a credit for my next order. I had to let them know if I wanted a refund!

If they had contacted me and told me of the shortage before sending my order, I could have substituted other in-stock plants without additional freight charges! To use the credit, I would have to pay extra freight, an extra cost to me!

Extremely poor customer service all the way down the line.

Needless to say, I have requested my refund – it will probably take a month to get back to me – and I will spend it happily at a local nursery where I get my plants as soon as I hand over the money.

In my years in business, one common error is for companies to forget about the importance of their customers and the impact of customer dissatisfaction on their brand.

Over time, low customer satisfaction affects repeat business and forward revenue as well as eroding the brand.

In time, the brand becomes worthless.

Garden Express needs to examine their business model and customer processes. They also need to understand that their core business is not growing plants but ensuring that plants are delivered speedily to their customers!

They should take a long hard look at their slogan – Delivering Australia’s Best Gardens.

Delivering Australia’s Best Gardens?

Maybe a month after the customer orders, if the plants aren’t sold out!

Of course, I may be the only Garden Express customer with this experience. I hope so but, without any evidence to the contrary, I doubt it.

Note: To be fair, several hours after posting this, an email advised that the refund has been credited to my bank account.

Famous garden by Vita Sackville West!

The site with the pictures is here.

If you enjoy gardening, go here http://www.lejardinplume.com/

Piet Oudolf