Buckley Topsoil & Landscape Supplies Avis 

Réponse de Buckley Topsoil & Landscape Supplies

11 nov. 2025

Thank you for your feedback. We are genuinely sorry for the inconvenience caused. In this case, it was an extremely unfortunate situation. The initial delivery was arranged through the Palletforce network – the same pallet courier used by your other supplier. On the first attempt, the driver was unable to access your road due to a parked vehicle blocking the route.

To resolve the issue as quickly as possible, we then personally attempted delivery ourselves on the Sunday. Unfortunately, the same access issue occurred again, with a parked vehicle preventing delivery for a second time

A full refund was processed immediately on that same Sunday once it became clear that delivery could not be completed by either method until a plan was in place with the parked vehicle being moved.

We understand your frustration and regret that these circumstances, which were outside of our control, led to a disappointing experience. We will also take on board your comments regarding communication during unforeseen delivery issues

Réponse de Buckley Topsoil & Landscape Supplies

27 juin 2025

Hi Gregory,

We’re very sorry to hear about your experience and the delay you’ve faced. I also apologise for not being able to get through this week due to 3 members of staff in customer services being off this week we have struggled keeping up with calls.

We’ve looked into this and can confirm that Palletforce unfortunately marked all three bags as delivered on the Proof of Delivery, despite only delivering two at the time. We sincerely apologise for the confusion and the inconvenience this has caused.

As you’re aware, a full refund has now been processed for the missing third bag due to the delay. We’re also working closely with our delivery partners to ensure this doesn’t happen again.

We’re sorry if you’ve had difficulty reaching us — during peak season, our lines can get extremely busy, but we always aim to respond to every email and voicemail as quickly as possible. Please don’t hesitate to contact us directly if there’s anything more we can do to help. The customer service team will be back up and running as it should be after the weekend.

Kind regards,
The Buckley Landscape Supplies Team

Réponse de Buckley Topsoil & Landscape Supplies

27 juin 2025

Hi Frank,

We’re really sorry to hear about your recent experience trying to get a price from us and appreciate you taking the time to share your feedback.

This week we’ve had three members of staff off unexpectedly during peak season , which has left us struggling to keep up with our usual volume of calls and enquiries. That’s not an excuse — just a bit of context — and we completely understand your frustration.

We pride ourselves on offering great customer service, so it’s genuinely disappointing to hear we’ve let you down on this occasion. We’re working hard to get back on top of everything, and we’d still really value the chance to make things right if you’d be willing to give us another try. Customer services will be back up and running as usual over the weekend.

Wishing you all the best,
The Buckley Landscape Supplies Team

Réponse de Buckley Topsoil & Landscape Supplies

27 juin 2025

Hi Richard,

Thank you for your feedback — we’re sorry to hear that your experience didn’t meet expectations.

In this case, the delivery unfortunately failed due to vehicle access restrictions at your address. As noted during checkout, it is the customer’s responsibility to ensure access for HGVs to meet Palletforce requirements, and ordinarily a failed delivery of this kind would incur a return charge.

However, we understand your frustration, particularly with not being able to reach us during a very busy peak period. Our phone lines were overwhelmed at the time, and we’ve since introduced a live chat feature on our website to help customers get quicker answers going forward.

Despite the delivery failure being outside of our control, we chose to issue a full refund as a gesture of goodwill.

We’re always working to improve and truly appreciate your feedback — even when it’s critical.

Kind regards,
The Buckley Landscape Supplies Team

Réponse de Buckley Topsoil & Landscape Supplies

26 avr. 2025

Hi Elly,

Thank you for your feedback.

We are extremely sorry for the delay you experienced with your delivery, which was caused by unforeseen issues at the Palletforce hub just before the Easter bank holiday weekend. We fully understand how frustrating this must have been, especially after you had arranged time off work, and we sincerely apologise for the inconvenience caused.

As a family business, we pride ourselves on providing a high level of service, and we are disappointed that on this occasion external factors impacted your experience. While we did our best to provide updates and consistently chased Palletforce for accurate information, we regret that the updates we received from your local delivery depot were not always reliable, and we are sorry if this reflected poorly on our service.

Your order was dispatched promptly, three days ahead of the requested delivery date, with a confirmed booking in place. Unfortunately, due to a misplacement of pallets during an exceptionally busy period and the impact of two bank holidays, there were significant delays within the Palletforce network – something that is highly unusual based on our normal experience with them.

We genuinely appreciate your feedback and will continue working closely with Palletforce to ensure issues like this are avoided in the future. We are truly sorry that we did not meet your expectations on this occasion.

Kind regards,
The Buckley Landscape Supplies Team

Réponse de Buckley Topsoil & Landscape Supplies

11 avr. 2025

Hi Robert, after our phone call earlier. I would just again like to sincerely apologise for this mishap caused by Palletforce delivering the wrong pallet consignment to you. This is something we have never experienced before and are extremely disappointed that this has happened. We ensure all turf is harvested fresh and labelled correctly for delivery and our bagging depot is separate from our turf farm so we are confused as to how Palletforce have even managed to do this. Everything was completed correctly by ourselves at Buckley Landscape Supplies with your turf harvested fresh and booked in for the correct delivery date. I would like to sincerely apologise for you not managing to get through to us, our phone lines have been extremely busy and we are doing our best to get back to every call as soon as possible. As discussed we will promptly refund your order in full. We would also be hopeful that we can make amends with a fresh turf delivery completely at cost for a rearranged delivery date if this is something suitable to you. We are extremely gutted as a small family business as we take pride in offering the best products and service we can even in the busiest of weeks. Unfortunately, we have had some bad luck with your order as over 300 deliveries have been made over the past 3 days with only 2 failures. I do hope we get the opportunity to fix this.

Our Sincere Apologies

Best Regards

Matthew Buckley
Buckley Landscape Supplies Ltd

Réponse de Buckley Topsoil & Landscape Supplies

11 mars 2025

Dear Mr. Laming,

I’m very sorry for the delay with your delivery today and for the frustration this has caused. Your turf was harvested and collected from us as scheduled by us yesterday evening, booked in with priority A service for delivery this morning with Palletforce. I have been informed that the delay was due to an issue at Palletforce’s hub, where the pallets had been mislocated. This was completely out of our control, but I fully appreciate that this does not change the inconvenience it has caused you.

We always aim to provide excellent service, and I regret that you were unable to reach us by phone when you called. I did try to return your call but was unfortunately unable to get through. Our phone line divert has been down temporarily this afternoon while changing over systems, which impacted our ability to answer calls as promptly as we usually do—this is not how we typically operate, and I sincerely apologise for the experience you had.

We are actively chasing Palletforce to ensure your order is delivered as soon as possible. While this situation was caused by a third party, the service you receive still reflects on us, and I understand your frustration. I appreciate your feedback and will continue working to improve our communication and service. This is not the usual case by Palletforce who typically deliver before 10am on all of our turf deliveries so we are extremely disappointed ourselves - As promised we will continue to chase this with Palletforce to ensure it is delivered first thing.

Best regards,
Matthew Buckley
Buckley Landscape Supplies Ltd