Trees Direct Ltd Avis 211

I received a lemon tree as a gift. Such a lovely idea.
The tree arrived with no real instructions apart from a generic label. Soil was dry and full of stones. There were 2 lemons loose in the box. One was rotten and mouldy. I took a photo to inform the company.

As noted in other reviews, Richard Beamish is a rude man with no regard for customer service. He told me the mouldy lemon was "nature" and when I replied that a decent quality control would have removed said item before dispatch, he told me unpleasantly that he'd send me a replacement (lemon) in the new year.

I've rarely dealt with a company that obviously doesn't give a damn for customer service, but Trees Direct obviously don't. I gift plants and trees relatively frequently and try to use local suppliers so thankfully haven't used this company that I can recall. I'll make sure to avoid them specifically now.

As a business owner myself, I'd be seriously concerned by 3.1 star reviews and would be considering how to improve those ratings. Sadly, it seems the business owner IS the problem so there is unlikely to be any proactive change...

“Tree is carefully packed in straw by our experienced team” translates to two flimsy cardboard boxes taped together with a torn plastic bag around the base… dumped on the drive at delivery. No instructions, no tips. Poor.

Good service prompt delivery good product.

I ordered three trees via email. Good communication from Richard. Trees arrived on agreed day all three bigger and better than expected.
Very happy with my purchase.

Good information, Easy ordering . Having ordered , read some awful reviews which caused me concern , had I seen these first MAY NOT have ordered . However , tree was delivered very quickly. Tree was well wrapped and in great shape when it arrived. All in all very happy . Just shows reviews can be helpful but are just an indication.

Bought a couple of trees, sensible price, good communication and delivered when they said it would be.
Had an issue with one, but Richard and Pete sorted it quickly and professionally
Many thanks guys..

Ordered 2 flowering cherry trees , when they eventually arrived the boxes they were sent in were all crushed , the trees looked like they hadn't been watered for some time and there were broken branches that must have been broken before they were boxed up as the breaks at the trunk were dry ,roots were dry and in plastic pots which were wrapped in a couple of food waste type bags , I sent an email too Customer Service , no response , shat company - don't use and buy local , save yourself a load of grief !!!

How difficult is it to post something on a (considerably overpriced) 24hr service to arrive on a particular day? Answer: it's not. It really, really isn't.

(The website evens says: "The box is addressed to the customer or a specified name and address and sent out overnight delivery to arrive on the customer’s requested date").

It is however quite a tricky task for this shower as they clearly don't understand the concept of 'timing', how many hours there are in a day nor how couriers work. I wanted a tree delivered on a Friday which to the average, half-educated person means it should be despatched on the Thursday, correct?

Not according to the muppet that sent my order - it sent it on the Wednesday. Genius, sheer genius.

Excellent service. We had a slight problem with one of the trees, but the trees direct team were fast to respond and very effective in sorting the problem. Great product and outstanding customer service. Highly recommend!

I received two container grown silver birch trees as a birthday present. The trees arrived beautifully packaged and presented, but the roots were very inadequately developed for the size of the trees. I have raised my concerns direct with the company twice, and have been ignored.

Terrible customer service, in my view

I ordered a flowering cherry tree to place where the family ponies ashes were buried. This was 3 years ago before covid.
When it arrived it was in very poor condition. I emailed and told them as it was a large expensive tree. They told me to plant it and if it did not recover they would send a new one.
Well it didn’t. I sent them pictures. They said they would have to wait until replacements grew and would send after the winter.
I have sent 4 more emails. No tree no answer.
Do not buy from this company !!!!

I received a young silver birch tree as ordered but it’s pot had been broken during transit causing compost to go all over the floor of the delivery lorry and the tree roots were out of the pot and it’s plastic with some of the roots being damaged - I was very disappointed as I’m not certain if it will survive- I’ve never purchased a tree before and would like some compensation for the £70 odd quid I paid for this - I’ve emailed the company but no response as yet

Never use this supplier! I ordered a silver birch sapling from them earlier this year and took delivery of what I thought would be a viable plant. It's spring now and not a leaf bud in sight, ie it was shipped as a dead plant. No help or refund offered whatsoever, so never again.

Non-existent customer service when there is a problem. We've written three times and got nowhere. We bought 20metres of hedge. The listing says Hawthorn, Hazel, Beech, Hornbeam, Blackthorn (sloe gin!), Viburnum, Field Maple, Dog Rose and the photo shows a lovely mix of greens and a red plant. There are five plants per metre. Nowhere does it suggest only some of these are included and that it won't look like the photo at all.
We received five lots, two the same, so only four varieties, none labelled. When we queried this, we were told "We do tend to use a standard native hedging of the below unless we are requested otherwise 50% Hawthorn, 15% Blackthorn, 15% Hazel, 5% Crab apple or dog rose, 5% holly." How are customers to know the variety is half of what is listed?
We didn't have any holly, and this wasn't one of those listed anyway. So just half the varieties, no hornbeam at all, and no viburnum, which is apparently the red plant. No apologies, no explanation for why the listing shows a photo and description that doesn't match what is sent. And no further communication other than telling us what we may have received and that "i have looked at the photo on the website and I am pretty sure what you can see is virginia creeper. Unfortunately that is not a plant we do anymore." And the listing still remains the same. We had to plant these and obviously, until the plants grow and establish, we have no idea what they'll look like but with no hornbeam, that was listed, no red plant or alternative, we've been left with no refund, replacement or offer of any kind, just ignored. Such a shame as the first plants we received were fine but when there is a problem, nothing is done to resolve it.

We ordered three rooted trees based on the description given on the website. They were delivered promptly, but two of them were puny and the other was an unfeathered maiden (i.e. just a single 'stick'). We asked to send them back, and were told that they would be picked up on a certain day. They were not. This happened twice, but eventually they were collected. We were refunded most, but not all the money. Overall, this was a big hassle. We got far better plants at a better price at the local garden centre when whey came in.

Terrible customer service, rude woman who seemed to blame me for undersized twig of a tree they sent me. Avoid..there are better suppliers out there.

Order placed in good time for an important anniversary. Still waiting for delivery two days later. Apparently courier had difficulty in finding address despite having telephone numbers of both sender and recipient. Telephoned office to try and resolve and was told by the very rude lady on the other end “to phone the courier yourself” - having no idea of the courier they were using or any other details made that impossible. Emailed the company and received an apology for the lady’s manner and assurance that the delivery would be made the next day and tracked to ensure. It didn’t happen and I have had no response to subsequent emails. Customer service is non existent within this company. Beware.

After seeing some reviews, I thought 'what have I done' buying from them. The tree was delivered in 6 days. Excellent condition and I am very pleased. I didn't phone them as I know how irritating that can be. OK, I didn't get an automatic email telling me anything but the proof was in the fast receipt of my tree in excellent condition. Can't say fairer then that in my opinion

Excellent friendly service. A lovely multi stem Amelanchier which I was finding very hard to source elsewhere, has just been delivered, exactly as promised and looks very healthy. Would recommend this company. Thank you!

What a despicable company.
Three Silver Birch trees ordered on 16/1/22 for an 80th birthday on the 24th January
Nine contacts via phone and email and no status update received. Customer Service, forget that. No regard whatsoever.
If you want an enjoyable buying experience go elsewhere as this is just so stressful trying to make contact.