On Jul 26, 2012, sakaje Ramtown, NJ (Zone 10a) wrote:
I worked for this company in the USA Operation in Jackson, New Jersey for over 10 years. The company was a great place to work at first, but changed drmatically along with their products.
First the company was sold to International Garden Products, who killed the company. Releasing top horticulturists, and then releasing top customer service and warehouse personnel. The plan was to take a small success and grow it much larger. That destroyed the niche of the perfect and professional gardener the company sought to have.
After a flawed strategy of trying to make the company into another Burpee, thus destroying the uniqueness, it was sold back to the T & M family.
A year or two later, more lay-offs, terminations and the selling of the company once again.This time to its' present location in Indiana. The catalog is informative and educational, but the products are returned and sold again year after year,hence the foil packaging.
I'd keep the catalog as a resource, but buy elsewhere!
On Jul 26, 2012, Thompson and Morgan (US) responded with:
"On Aug 24, 2012 11:55 AM, Thompson and Morgan (US) responded with:
Thank you for your feedback. The company is under new ownership and we pride ourselves on our products and our service. The seeds that are returned are sold for a reduced price at our outlet center. The seed that is in our catalogs are shipped in foil packages. "
Posted on April 6, 2011, updated July 6, 2012
Posted on February 19, 2011, updated April 6, 2011
This is another very reliable website for seeds. They have a lovely site and very unusual and pretty flower seeds. I have never had a problem with them. They are fast and have wonderful stuff. I have been shopping with them for several years.
On April 6th, 2011, hairyjo changed the rating from positive to neutral and added the following:
They skirting a less than great rating in the plant department. I have always ordered seeds and never plants from TM, and never had a problem with seeds. With plants, very difficult to get a response to an email. I had to email several times before I got a response about the ship date. Since they aren't going to ship until May (seriously a bit late for sweet peas in my area). I asked if I could add on to my order. No response. I don't want to bother to continue to email. Just too frustrating. I will wait and see if anyone feels the need to respond before I drop this rating one more level.On July 6th, 2012, hairyjo changed the rating from neutral to negative and added the following:
I order seeds from them every now and then. Last year I ordered some of their plants. They all arrived dead or dying - not one made it - and I never got a response when I complained. I noticed they don't do plants anymore, but they could have at least issued a credit if no refund. I would not rate this as a trust-worthy company.On Jul 6, 2012, Thompson and Morgan (US) responded with:
"On Feb 21, 2011 8:18 AM, Thompson and Morgan (US) responded with:
Thank you so much for the wonderful feedback. We do our best to provide the best service possible for our customers. Happy Gardening!
On Apr 7, 2011 8:35 AM, Thompson and Morgan (US) added:
I apologize for the delay in response to your email. A customer service representative will contact you for your account information and check on your order for you.
On Mar 17, 2012, echinaceamaniac (Clint) Medina, TN (Zone 7b) wrote:
I have ordered from this company many times. Their seeds are advertised as "mixed" or certain colors but they usually aren't like the pictures...
1) Asclepias 'Gay Butterflies' mix - They show these on their site with bright reds in them. Not one out of several packs was red. The photo makes it look like the dominant color.
2) Rudbeckia 'Cherry Brandy' looked a bright red on the catalog. Not one bloom was that color. Most were an ugly brown color.
3) Echinacea 'Magic Box' was advertised as a mix of colors with yellows and oranges, etc. All were pink in two packets I planted. Others posted about this in the Coneflower forum. Nobody got a color other than pink.
This company should test their seeds and not continue misleading the public after they are told of the issues. They still are using photos they know are false representations of what their seeds will produce.
On Mar 17, 2012, Thompson and Morgan (US) responded with:
"On Mar 20, 2012 3:31 PM, Thompson and Morgan (US) responded with:
Thank you for your posting. A customer service representative will contact you for your account information. We will send along your concerns to our Marketing Department."
On Mar 2, 2012, kellydgarden Edmonton Canada wrote:
In January 2012, I ordered over $68 of seeds from Thomson &Morgan. Only a portion of the order arrived a few weeks later. This week I contacted their customer service department to find out when the balance of my order would be shipped. In my email, I attached my Shipping Confirmation email received from them along with the original order - which clearly shows that I did not receive all my products, nor their "free gardening booklet". Last night, I was advised by email that I received all my products with the original order. If I had received all my products, I wouldn't have contacted them! Today, again I have attached their shipping confirmation email so they can compare to my original order.
Very unreliable company...in the future I will stick with my local greenhouses for seeds, at least I will be getting what I paid for.
I should have checked the online reviews before I placed the order, there's way too many red flags.
On Mar 2, 2012, Thompson and Morgan (US) responded with:
"On Mar 13, 2012 10:23 AM, Thompson and Morgan (US) responded with:
Thank you for posting and I apologize for the inconvenience. A customer service representative will contact you for your account information and check on the rest of your order for you."
On Feb 21, 2012, reeve1 Plano, TX (Zone 8b) wrote:
Posted on February 3, 2012, updated February 21, 2012
Posted on January 26, 2012, updated February 3, 2012
I also ordered seeds from T&M (right at $100.00 worth) and was very displeased with what I received from them. Many of the small seeds are sent loose in their package and are crushed and stuck under the sealed edge of the package. It appears that the package was sealed over some of the tiny seeds. It used to be that they would put small seeds in a paper insert so that they would be protected from this type of damage and so you could easily locate all the seeds without tearing the seed package apart and into pieces. Further, of the 3 seed packs that I've attempted to germinate seeds from so far, less than 10% have yet proven to be viable. I notice, too, that now my Michigan Bulb Customer ID is the same one they use at Thompson & Morgan. Apparently they have joined together in some way. This in itself is not a problem if they provide seeds that will grow and deliver them without making them into dust first. Paying $3.99 for each seed packet and receiving this @#%$^ is unacceptable. Beware!
On February 3rd, 2012, reeve1 added the following:
Thank you for your response, but I'm afraid that shipping the same product would only cause the same problem. The issue is in the packaging of your seeds. Since Michigan Bulb has taken over the company, although you continue to charge a premium for your seeds ($3.99 for a few seeds in most cases) you have stopped providing the paper inserts within the foil seed packets to keep tiny seeds together and provide protection for them. Now, the most tiny of seeds are just left loose in the foil bag making it difficult to locate all of them. To make matters worse, these foil packets often will incur a static charge, which is common from them rubbing against each other, and this makes it near impossibile to locate and remove all the seeds from the packet. Some are magnetically stuck in corners and at the top of the bag and are inadvertently removed when opening the seed packet in the prescribed way on the package. It shouldn't be this difficult to extract the product I have purchased from the bag or to receive them as dust because of improper storage or care, particularly when you are charging twice as much and providing half the product as others. Please pass on my comments to management that I am no longer purchasing my seeds from TM seeds because of this. Thank you!On February 21st, 2012, reeve1 added the following:
Let me add that of the few seeds that arrived in good condition, the seed counts were all way off. On "item 93978 Zinnia 'Zahara Raspberry Lemonade' it is listed as having 15 seeds. The two packets I ordered had 11 and 12 seeds respectively. The same with 91041 Petunia 'Double Cascade Burgundy Plum Vein' was listed as having 25 seeds and contained 22. All seeds packs were this way, never containing the number indicated, but always less, and many times as much as 25% less. This is a huge ripoff when you're supposed to be getting 15 seeds to begin with and paying $4.00 for them, and end up getting 11.
This is intentional deception when it is this widespread across ALL seed packets and it is not consistent with past conduct of Thompson and Morgan's seeds. Seed counts were always generous and NEVER below that which was printed on the package. You have gone from one of the best to among the very worst.
Fool me once, shame on you. Fool me twice, shame on me! I won't be ordering twice. On Feb 21, 2012, Thompson and Morgan (US) responded with:
"On Jan 27, 2012 9:24 AM, Thompson and Morgan (US) responded with:
We appreciate you letting us know about the problems with your seeds and apologize for the inconvenience. We will be happy to reship them to you. A customer service representative will contact you for your account information and take care of this for you."
I just received a shipment of "easy starts", and it was a total disaster. Ordered 3 types of plants. First type was half dead, spindly and weak, second was completely dumped out of the cells and was received as a mushy mass of soil and plant material that couldn't be salvaged. Third type was just completely dead. Even if they had survived the shipping process, the plants were ridiculously small. Very disappointed in T&M.
On May 27, 2011, Thompson and Morgan (US) responded with:
"On May 30, 2011 9:14 AM, Thompson and Morgan (US) responded with:
We apologize for the problem with your plants. A customer service representative will be contacting you for your account information and take care of the problem for your."
I'm a very experienced gardener since childhood and rarely have problems with growing plants. Last three years I've been making big orders from Thompson and Morgan, since I visit UK occasionally and I liked the variety of choice. Now it's the third year that I'm consistently disappointed with the quality of the seeds, even with the best care that I give them. Very low viability and the plants that come out are usually weak and slow growing, except for the most common and easiest to grow plants. Some of the seeds I ordered twice and never had anything come out. I feel very frustrated with spending a lot of money for such low quality.
On May 24, 2011, Thompson and Morgan (US) responded with:
"On May 25, 2011 12:34 PM, Thompson and Morgan (US) responded with:
Thank you for your feedback and we apologize for the trouble with the seeds. A customer service representative will contact you for your account information and we can have the seeds reshipped to you."
I placed my order on March 1, and received my first part of the order on May 2, and then one packet on May 18. Half of the order is estimated to be delivered August. These are seeds, and I can't see a reason to not have seeds on hand for the orders. I also ordered starter plants and the delivery date keeps changing with the latest being June 6. I had placed orders from 3 seed catalogs and received the orders from the other two companies within a week. I had planned a garden around these orders, and wasn't able to do it. I won't order from this company again, or any company affiliated with them.
On May 19, 2011, Thompson and Morgan (US) responded with:
"On May 20, 2011 9:24 AM, Thompson and Morgan (US) responded with:
We appreciate your feedback. A customer service representative will be contacting you for your account information to check on your order for you. We apologize for the confusion."
Bought 8 pkts of various Thomson & Morgan veg seeds on the 15th Mar 2011.Next day i put about 30 tomato and brocolli seeds in compost tray .Only 2 out of 30 tomato seeds germinated and about half the brocolli seeds, all of these were weak , spindly,and lacking viguor.,like you would get with very old seeds.
The owner of Clonroad Garden Centre Ennis refused to take them back,when i phoned him and suggested i didnt sow them properly even though ive been planting successfully since i was a boy.im now 60!.He also made an excuse that it was too late,This is only April 13th 2011.
This is my first time trying T& M seeds.Never again! I dont have any confidence in their seeds.,Beware!buy them only if you like being dissappointed!
On Apr 13, 2011, Thompson and Morgan (US) responded with:
"On Apr 16, 2011 8:08 AM, Thompson and Morgan (US) responded with:
Thank you for sharing your concern about the problems you had with your seed. A customer service representative will be contacting you for your account information so we can locate your account with us and reship some new seeds to you."
On Mar 15, 2011, jrtinker Palmer, AK (Zone 3b) wrote:
I used to love this company, and shopped with them every year, but this year, their online catalogue will no longer ship to Alaska. Some local garden centers do offer small T & M seed racks, but not the full selection of their catalog. I'll be boycotting them as long they don't want my Alaskan business. Phooey!
On Mar 15, 2011, Thompson and Morgan (US) responded with:
"On Mar 16, 2011 8:11 AM, Thompson and Morgan (US) responded with:
Thank you for feedback. Unfortunately due to the high cost of shipping as well as long transit times we are unable to ship to Alaska at this time.
I've been ordering from Thompson and Morgan for the past 15 years.
They won't let me order anymore. In fact, no Alaska orders are accepted.
My negative experience started in October, when I asked for a catalogue online. No response. I asked for another catalogue about six weeks later. Again, no response. Just before the new year I spoke with a customer service representative, who promised a catalogue soon. After seeing nothing, I called this morning (3 Feb 2011) and spoke with another customer service representative. She was about to place the order when I asked to make sure that the catalogue wasn't accidentially sent to Alabama or Arkansas, which is a common mistake.
She came back on the phone to tell me that the company is no longer taking orders from Alaska (or Hawaii). There was no explanation. She was polite, and gave me the address of someone in charge of these things in Lawrenceburg, Indiana, but the new policy is baffling.
Apparently the company can send seeds to the far reaches of the Norwegian arctic and to the Yukon Territory, but it can't send a packet of seeds to Alaska.
What a stupid business decision. I'm an avid gardener who spends literally hundreds of dollars every year on seeds. I can understand not sending bulbs or trees this distance; the decision not to send a packet of seeds is indefensible. I have grown many Thompson and Morgan seeds in the past - their geranium offerings are superb - and they have decided to reject a customer who wants their product. Absolutely stupid.
There are dozens of seed companies that happily send me seeds every year, including companies in Europe. I might even go through the pain of having my sister in North Carolina get a catalogue, send it to me, then have her order it online and mail it back to me. However, you'd think that a company interested in profitability would give a damn up front.
I'm pretty sure there are some surprised Hawaiians out there, too.
I think T & M has "outsourced" their customer ordering service. I had to call the company because I did not get an email order confirmation....was told one would get sent to me right away...did not happen.....called again...did not happen.....finally an email was sent that my my order was shipped....this shipping confirmation was all messed up.....I called...they said to wait til my order came in....It was delivered and 3 items were back ordered.....1 item was missing.....and 2 items I did not order were in the package of which when I opened up the Zinnia starlight (which I did not order), the package was empty! I emailed the company to complain & thoroughly explained my experience. The email that came back said that the order was already shipped and that what I said was missing was actually in the order. Did I not just email and say to them that it was not there???? Am I speaking English and you do not understand? I always loved their variety of seeds, but I must say, that I will no longer be ordering from T&M again! I have unsubscribed to their site and hope that the rest of my order shows up!
On Jan 12, 2011, Thompson and Morgan (US) responded with:
"On Jan 13, 2011 10:42 AM, Thompson and Morgan (US) responded with:
Thank your for your feedback. I apologize for the trouble with your order. A customer service representative will be contacting you for your account information and make sure your order is taken care of."
I tried to order from Thompson@Morgan U.S.They said I couldn't order from them and told me I had to go to the Canadian site and order.The problem is they don't have the seeds I wanted on sale on the Canadian site.They should never have the U.S and Canadian site linked because the Canadian site is 10 times the U.S price.The dollar is almoust at par so why should I pay 10 times the price.
On Aug 30, 2010, Thompson and Morgan (US) responded with:
"On Sep 3, 2010 2:20 PM, Thompson and Morgan (US) responded with:
Thank you for your feedback. You raise a good point - why two sites? It can be confusing to see two sites from the same company, selling many of the same products, but because of shipping, cost, and inventory issues that arise when selling into Canada, we have to keep the US and Canadian sites separate. From time to time, we offer sales specific to individual websites based on product availability. Those sales do not apply to other sites, despite their shared brand name. The prices are set at the beginning of the selling season, and do not fluctuate with volatile currency exchange rates. Thank you for your understanding."
I have always loved the T&M catalogues, but I stopped ordering from them last year for one reason: no matter how carefully I try I can seldom get T&M's seeds to germinate. This happened so many times, year after year, that it finally dawned on me that it might not be something I was doing wrong. The other posts on this site confirm this. How sad; I grew up with T&M.
On May 28, 2010, Thompson and Morgan (US) responded with:
"On Jun 8, 2010 10:45 AM, Thompson and Morgan (US) responded with:
We appreciate your feedback. Your feedback is used to help provide better service to our customers. A customer service representative will be contacting you for more information."
Posted on April 20, 2010, updated May 3, 2010
In the last 8 months, I've spent over $250 with T&M and watched their delivery times get longer and longer and their web ordering system get worse and worse. Their average shipment time is 13.8 days (the longest being 24), and that doesn't include the actual time in transit. I guess they weren't kidding last September 17 when they said to plan for next year! I should have ordered then to get things on time.
Orders are taken for out of stock items, but you have trouble finding that out until you get a slip in the mail. Why not email *right away*? Why even advertise the item or add it to the cart? You can't even tell what you ordered in some cases because their order status page is next to useless. It won't list items that weren't shipped. It won't even email you telling you what you ordered or how much you're going to pay, so unless you recorded it somewhere before hitting confirm, you just get to wait and see.
Calling their customer service is an exercise in futility, as they are pretty much only allowed to answer phones and apologize that they can't help because *another department* has to handle serious inquiries... and they're probably gone for the day.
Beyond that, the germination rate of some seeds is nil. Some of these seeds should be able to germinate in space, literally. (i.e., Nigella damascena) I understand that others are more difficult to get going and that's fine, but this is just the icing on the cake.
I was never overcharged or overtly mistreated, but the whole waiting game, worst technology implementation ever, and dismal germination rates on enough of the seeds has pretty much made the decision to focus on other providers in the future clear. It's unfortunate, because T&M does have a great selection (when it is available.) Maybe that whole acquisition by Gardens Alive! last September put the last nail in... (By the way, if you're wondering why you're being not intuitively at all being charged by Michigan Bulb Co., that's why.)
On May 3rd, 2010, derp added the following:
Reiterating the part about T&M not knowing which orifice their head is in, another order was silently canceled. This is fine, but I'd prefer to know beforehand. If that's not possible, I'd like to know ASAFP. I expect a little card in the mail explaining this to me, but email is practically free and immediate. I did get a refund in the mail for shipping charges ($1.43 or something) in the past, so they're not thieves. They're just incompetent.
"Donna" did contact me to ply me with a refund or a reshipment. I don't care about either. I want the seeds that I order in a timely fashion. That's all. If you don't have them, don't sell them. If you have problems, let me know as soon as you know. If you have supply chain problems or overall "spring slowness", let me know. If the delivered seeds are not viable, then it is a different story. Work on the delivery part first, because your dead seeds don't even get here. Really, you're trading possible attrition for definite hate. Which is worse?
Also, I too have a few packets of completely worthless nasturtiums. How the hell does that happen? Did you microwave them in vinegar or something?On May 3, 2010, Thompson and Morgan (US) responded with:
"On Apr 23, 2010 9:00 AM, Thompson and Morgan (US) responded with:
We appreciate your feedback. Your feedback is taken seriously and used to help provide better service to our customers. A customer service representative will be contacting you for more information."
I have ordered catalog seeds for 20 years, and T&M has been a consistant disappointment. I go through all of the other companies' catalogs and if NO ONE else has the seeds I want, I will order from T&M. But this year 2010 has been the worst. I live in Alaska and no one I know even got a catalog. This year I went on their web-site, and it was a train wreck. As usual their prices were higher, their shipping was high and my order from them showed up weeks after all the others. As usual their packages of seeds had less than anyone elses. Will I order from them again...probably. But only if they are the only ones that have a particular kind of seed. I hope that new ownership will improve things in the future.
On Apr 26, 2010, Thompson and Morgan (US) responded with:
"On Apr 27, 2010 10:24 AM, Thompson and Morgan (US) responded with:
We as the new owners of T&M appreciate you taking the time to post. We are always here to answer any questions you may have or assist in any way we can. "
On Apr 23, 2010, warrennj Great Meadows, NJ wrote:
Posted on February 2, 2010, updated April 23, 2010
Was very surprised to see a charge from Michigan Bulb on my CC when I would NEVER order from them, even more surprised to find out that the charge was for my T&M order. I guess they have now joined forces, I don't see this turning out well for T&M.
On April 23rd, 2010, warrennj changed the rating from neutral to negative and added the following:
I have ordered from T&M for many years despite the somewhat low germination rates that seem to be the norm for this company. They usually have some very unusual seeds so I am willing to deal with low germination rates. Well, this year we have gone from low germination rates to 0% germination. I realize that some of the "exotic" seeds require extra skill and care to germinate but seeds like Nasturtiums can be grown by children. Of the 10 varieties of Nasturtium I ordered from various companies, ONLY the 'Cobra' from T&M had a 0% germination. In fact this year not a single seed of any of the items I ordered from this company germinated. I grow hundreds of seedlings from the common to the exotic each spring without a problem, but the T&M seed is just JUNK! A shame to see a once quality company go to pot.On Apr 23, 2010, Thompson and Morgan (US) responded with:
"On Apr 23, 2010 9:13 AM, Thompson and Morgan (US) responded with:
We appreciate your feedback. We apologize for the problem with the seed. A customer service representative will be contacting you for more information."
I am not happy about the seeds I got from this company either. They did not send out the seeds to me as the shipping times stated. Took too long to get the seeds. Of the seeds I ordered only one has done anything. Never again!
On Apr 6, 2010, Thompson and Morgan (US) responded with:
"On Apr 9, 2010 2:17 PM, Thompson and Morgan (US) responded with:
We appreciate you taking the time to post. We strive for 100% Customer Satisfaction. We are always here to answer any questions you may have or assist in any way we can. A customer service representative will be contacting you about your order."
On Mar 29, 2010, DRH2 Brunswick, ME (Zone 4b) wrote:
Posted on March 1, 2005, updated March 29, 2010
The company offers an extensive variety of seeds and the customer service is relatively good - all of which is a plus. However, I've had problems with the viability/germination rates of their seed and find their prices to be a bit high relative to other suppliers of the same varieties. Just recently finished growing out two varieties of Sweet William from them with germination of approximately 50-70%. Seed for the same plants from three other sources gave germination rates of 85-95%. While I may go back to them I will only do so if there is no other provider available.
On March 29th, 2010, DRH2 added the following:
I should have known better but I did it anyway. I’d ordered seeds several years ago from T & M with disappointing results (see earlier comment). I hadn’t ordered for some time and knew about the comments here in Garden Watchdog. However, there was a particular color Salpiglossis - “Kew Blue” - that I wanted and also ordered a packet of double Impatiens. The results were more than “disappointing” ! I got ZERO germination from either packet. I could be willing to say I didn’t know what I was doing but I’ve been gardening for 40+ years; secondly, I planted both packets in the same germination flat where I was germinating Salpiglossis (mixed colors from FEDCO) and New Guinea Impatiens (from Harris Seed). In those two cases I had germination results greater than 90%...same soil, same container, same light, same watering, same degree of bottom heat, etc. But NOTHING from the seed from Thompson & Morgan. Yes I’ve called and will be getting reimbursed for the cost of the seed but that doesn’t help anyone trying to plan their planting schedule if they have to order seed from somewhere else to compensate for an incompetent company. I know I was warned..... I should have listened! Do yourself a favor: DO NOT ORDER FROM THIS COMPANY! I’ve also requested that my name be removed from their mailing list so I won’t be tempted into more stupidity sometime later.On Mar 29, 2010, Thompson and Morgan (US) responded with:
"On Apr 9, 2010 2:16 PM, Thompson and Morgan (US) responded with:
We appreciate you taking the time to post. We strive for 100% Customer Satisfaction. We are always here to answer any questions you may have or assist in any way we can. A customer service representative will be contacting you."
Posted on March 24, 2010, updated March 26, 2010
Posted on March 2, 2010, updated March 24, 2010
I ordered numerous seeds almost 3 weeks ago. The order was said be shipped in a week. The shipment date was listed, later than a week but I hoped for it to come. 2 days after 2/26, when the order was overdue, I checked the status to see the new shipment date is 3/8 with no explanation!!! Many of the things I ordered were annuals I wanted to get started earlier. I am tempted at this time to call and cancel the order, esp. after reading similar recent experiences. Orders placed EARLY are done for a reason. When a company claims to ship within X days, they must do that.
On March 24th, 2010, greyandamy added the following:
It's been a nightmare with this company. I can't say they are fraudulant b/c they did immediately give me a refund on the seeds I returned (That I had canceled!). However, they've promised-I have specific names- at least 6 times to give me a refund of the overdraft charges. As the order was not expected and somehow magically arrived over 3 weeks out of the blue, I wasn't expecting it (having given up) and received 2 overdraft charges plus an insufficient funds charge one on 3/3 and 2 on 3/4 from my bank. This would not have happened if T&M had kept their "written" promise. They claimed the copies of the statements I MAILED customer service twice were never received (how strange?) and the 4 people from C.Service who emailed me promising me a full refund if I just emailed the info never replied. $99 they owed me, I am going to the Better Business Bureau and anywhere else I need to go. DURING ALL THIS, another large delivery was received from them. I have no idea WHAT it was, or how, I immediately returned. I don't know anything about that. During all this I'm very very ill and can't get around, let alone fight this well. This is a BAD company, it stuns me. WORD WILL GET OUT. On March 26th, 2010, greyandamy added the following:
THERE NEEDS to be a way to make these people hold true to their promises. They have made NO EFFORTS to contact me to RECTIFY the situation, none. They lose or don't reply to all my contacts to them. They are LYING TO ALL BY PUBLISHING REPEATEDLY THIS MESSAGE ABOUT RECTIFYING PROBLEMS, 100% SATISFACTION, ETC. WHAT CAN BE DONE TO GET THEM TO ACT ON THEIR PROMISES? BETTER BUSINESS BUREAU, DEFINITELY. THERE NEEDS TO BE A WAY TO GET WORD OUT MORE VIA THE WEB AND OF COURSE PERSON TO PERSON.On Mar 26, 2010, Thompson and Morgan (US) responded with:
"On Mar 10, 2010 9:14 AM, Thompson and Morgan (US) responded with:
We appreciate you taking the time to post this. We strive for 100% Customer Satisfaction. We are always here to answer any questions you may have or assist in any way we can. A customer service representative has contacted you to rectify the problem. We look forward to serving you in the future. Happy Gardening!
On Mar 29, 2010 6:29 PM, Thompson and Morgan (US) added:
We have contacted the customer twice via her Garden Watch Dog email and they have not replied to us here. I am not sure how the customer is tyring to contact us. I have replyed to the customer and ask that they respond to us here."
On Mar 25, 2010, shushinggrasses Thousand Oaks, CA wrote:
When they can't even get the right name on the plant selected for the cover of their current catalogue, and their customer service is 100% useless, it's time to write them off as unreliable, unresponsive, and no longer a worthwhile source for seeds.
Maybe they will respond to this message with their meaningless auto-response claiming to strive for 100% customer satisfaction. Not sure if they're striving for much of anything these days. They've turned me into an ex-customer.
On Mar 8, 2010, 4cornersgarden Farmington, NM wrote:
Thompson and Morgan is now being operated by Gardens Alive out of Lawrenceburg, IN, and the change is obviously not a good one. I have ordered from Thompson and Morgan a few times in the past, and have been neither wildly impressed nor unimpressed with their service--though their Roottrainers (with the humidity dome) are better than those available through Parks Seeds. I ordered from them this year on February 15th. I ordered from a number of seed companies at the same time. On February 28th I received an email from T & M saying that my order had finally shipped. By this time I had received some of the seeds from the other companies, and they had already sprouted. My order wasn't shipped the 28th--it wasn't shipped until the 2nd of March, and didn't arrive until the 8th of March. When it arrived it only contained one of the dozen or so items I had ordered--a pair of gloves, which were the wrong size. Two additional items (seed packets) were listed, with shipping dates of September 15th, 2010!
I called T & M, and was on the phone with them for 36 minutes. The customer service rep was unable to determine the status of the two seed packets with the September shipment date--one system says that they will ship the end of March, the other says that they will ship in September. In either case, they will be too late to be of much use to me. She was completely unable to tell me which was correct--my only option is to "wait and see."
Trying to sort out the gloves became a whole other 15-minute saga. Apparently the new "Gardens Alive" version of T & M's computer system has one set of numbers, the old T & M system has another set of numbers, and the catalogue has a THIRD set of numbers--and none of them correspond. She said that was probably how I was sent the wrong size--it was entered with the old T & M number correctly, but the computer converted it to the new GA number incorrectly. There was no way for her to pull up the correct number for the size and colour of gloves that I wanted--all she could do was randomly enter numbers until the correct item popped up. I felt sorry for the woman, and admired her patience--If I'd had to deal with that all day I would have thrown something by 9:30 am. Then she placed the order for the correct glove, rushed the order, and waived the shipping and handling. (We'll see what I get this time.) All of this took extensive poking around in her computer to find the right codes to do all of this.
I also inquired about the rest of my order, which wasn't shown on my invoice at all, not even as "shipped separately" (though there is a column for a code for that--that same column should have shown "BO" for "backordered" for those two seed packets whose arrival dates remain a mystery.) I was informed that they WERE shipped on February 28th, though they have never arrived. Her system showed that they were still in transit (10 days later), apparently somewhere in my small hometown. By now the seeds that I ordered from other companies already have two sets of "true" leaves. Heaven only knows when the T & M seeds will arrive--or what they will be when they get here. I anticipate another long phone call to T & M, if this is an example of their conversion from one computer system to another.
In sum, kudos to the incredibly patient T&M customer service rep (unfortunately, I didn't get her name), but I wouldn't recommend ordering anything from T & M until they have had plenty of time to sort out their computer issues, unless you like to play "Russian roulette" with your order--and their items are too expensive for most people to indulge in that.
On Mar 8, 2010, Thompson and Morgan (US) responded with:
"On Mar 10, 2010 9:17 AM, Thompson and Morgan (US) responded with:
We appreciate you taking the time to post this. We strive for 100% Customer Satisfaction and thank you for the kudos for our customer service agent that assisted you. We are always here to answer any questions you may have or assist in any way we can. A customer service representative has contacted you to rectify the problem. We look forward to serving you in the future. Happy Gardening!"
On Mar 8, 2010, quaintcharm NW/Central , IL (Zone 5a) wrote:
Once again, I ordered from Thompson & Morgan, and an item is "not available." This time it is nasturtium "Cobra." If they don't have enough seeds for their customers, they should not offer them. Their prices and shipping are way too high. I have purchased seeds from them for many years, and overlooked the high prices and "this item not available" syndrome at T &M. There are many more vendors now to choose T & M is obsolete for me. Not worth the yearly disappointment.I have requested that they no longer send catalogs from T & M or any satellite companies they own. Good riddance!
On Mar 8, 2010, Thompson and Morgan (US) responded with:
"On Mar 10, 2010 9:15 AM, Thompson and Morgan (US) responded with:
We appreciate you taking the time to post this. We strive for 100% Customer Satisfaction. We are always here to answer any questions you may have or assist in any way we can. A customer service representative has contacted you to rectify the problem. "
I ordered on Jan 5th 2010, they say orders are shipped in 3 working days unless they are listed as back orders. 2 weeks later I phoned to see why it had not arrived and was told "they " had just taken over TM seeds and had nothing the the warehouse, but my order should be out soon. I phoned Jan 28th and was told all items were in stock and should arrive the first week of feb. (I reminded them that the first week of Feb was NEXT week!!!) I then phoned feb 1st and asked if it had been shipped and was told that it was not shipped and should arrive by feb 26th!!!!! I told them that if it was not shipped that day I wanted it canceled. then I phoned today Feb 2 and asked if it went out yet and was told ' no but I see it has a rush on it, would you take a 10% discount instead of canceling the order?' so I canceled the order. my order included geranium seeds and in my area you need to plant them in Jan to get a good summer show, that is why I needed the seeds to ship early. I ordered because they said orders ship in 3 days.
I attempted to place an order on their website for several packets of seeds and intended to use the FREE SHIPPING offered on the front page of the 2010 catalog. Oddly, the offer code listed did not work; my "cart" showed that I was still going to be charged for shipping. After frustratingly re-attempting the order several times, I decided to call and speak to someone directly.
The customer service rep did not seem to understand me, but could tell I was irritated and finally agreed to give me free shipping. The thing that really upset me however, was that once he agreed to this, he took my personal information but the connection mysteriously went bad, and we had been disconnected!
Angered at this point, I called back and tried to explain what had happened, this time to a new service representative. Needless to say, it was a fruitless attempt, and I angrily hung up without having place an order.
The following day, I emailed the company, explaining what had happened. They did respond roughly a day later, but did not seem to care. Their response was essentially, "sorry, but try your order again." No explanation given. No incentive provided. To which I replied, "No thanks."
I placed my order with this company Jan 4 and am still waiting to receive my seeds. When I asked the company why I have not received the order seeds they said they send them when they are available, but the online ordering site did not say that any of the seeds were not in stock. I don't think I will order from them again. Also their prices are somewhat higher that others companies.
I have historically ordered from T&M nearly every year. I place my order early so I can get geranium and onions going from seed. I made the mistake of ordering quite a few items from their sale list this year (including the geraniums). Two weeks later I get my package of seeds lacking most of the sale items (including the geraniums). A company rep says I should have called instead of placing an on line order because the sale stuff sells out so quickly...well I think they should have emailed me to let me know over 1/2 my order couldn't be sent! I would have selected things that were in stock. So much for geraniums from seed this year. Boo to you T & M.
DO NOT BUY FROM THIS COMPANY... unless it is the last resort.
I had placed an order from this company's WEBSITE - for "sale" items two weeks ago, received my order along with an order form for Free Shipping. NO where on the order form does it state that you can't buy sale items with the Free Shipping offer.
I go to the website where I had placed my first order of "sale" items and where I had earned a Free Shipping coupon.
I bought a few "sale" items, put them in the cart put my code in and it "applied"... no problem. Paid for it last night.
THIS MORNING, received a phone call at 9:00 a.m. and on the other end is THOMPSON AND MORGAN chirping rudely in my ear that the WEBSITE states that you can not use FREE SHIPPING coupon with "sale" items.
I explained about receiving their Free Shipping coupon and read her the Free Shipping coupon and no where does it state that. She said it was in the Newsletter. WHAT NEWSLETTER? She was trying her best, she really was... she then esclated it to the supervisor and I was pretty upset by then. Lucky her.
Supervisor very, very, very RUDE stated that "you ordered on website and it states it clearly on website etc, etc. etc" When I tried to explain the Free Shipping coupon code and how I received and what I bought to receive it; she talked right over me like I wasn't there.
I told her either to honor the order or cancel it, she said she would honor this time but wouldn't in the future. I said ok, and that I probably wouldn't buy there again in the future so that wouldn't be a problem.
Now after reading all the negatives and neutrals, it looks like I am wasting my money. Why didn't I read this first before ordering from that company?
I bought the paintbox nemisa and to find out that most of their seeds has poor germination rates. Oh great. I now have over $70.00 worth of useless seeds. I will try them out next February.
I want to make sure that no one else gets treated like this from this company. If you are going to send a Free Shipping coupon then why not put a disclaimer stating you can't use it on Sale items?
Give me a break!
On Jun 18, 2008, Thompson and Morgan (US) responded with:
"On Jul 13, 2009 8:58 AM, Thompson and Morgan (US) responded with:
I'm sorry you had confusing information about the terms of our sale and thank you for bringing this to our attention. Whilst we do point out on our website that offers may not be combined, I agree, it did not say so on your order form. Please accept my sincere apologies for this error.
With regard to the poor germination of your Nemesia seeds, please contact us as we do stand behind our money back guarantee and will replace or refund as you wish. Please contact me and I will sort this out for you.
I was really on the fence about a neutral or negative, but with the lack of communication from T&M, the extremely poor germination, and the high prices, I'm going for a negative.
I ordered 11 different packets of seeds, all of which arrived promptly. The first problem was with the cucumber seeds which stated contained 15 seeds (in the catalog and online). The packet actually contains 5 seeds. I emailed and a week and a half later I had 3 packages of the seeds, so it was nice to get an extra package. However, they never answered my email and the website still shows 15 seeds per packet. The packet states 5. All of the cucumber seeds I planted germinated.
Not so with most of the others. Less than 25% of the asarina seeds germinated, about 60% of the marigold seeds germinated, and only 4 out of 22 double impatiens seeds germinated. I emailed again and told them of the poor germination rates. I found it strange that the same species, different variety of these seeds I purchased at Lowe's all germinated. I asked for an email confirmation and received nothing. Two weeks later I received replacement seeds for the marigolds and impatiens. This set me back in planting the seedlings outdoors.
With the time and effort I put into these seeds, I expected much better. Although T&M did honor their guarantee and replace the seeds, the customer service is dismal, the germination poor, and for the price, I feel the negative outweighs the positive (or neutral). I will not be purchasing from T&M again unless it's a last resort.
On Apr 11, 2008, Thompson and Morgan (US) responded with:
On Apr 11, 2008 8:39 AM, Thompson and Morgan (US) added:
I am the Vice President here at Thompson & Morgan and I am very unhappy to hear about your poor experiences with us - the products and the customer service. Please can you contact me directly at firstname.lastname@example.org so we can sort this out to your satisfaction. Sincerely, Claire Watson."
On Mar 17, 2008, gessiegail Taft, TX (Zone 9a) wrote:
I have ordered garden flowers many times from T&M with good results. This time I ordered 25 seeds in each package of Dibley's Hybrid streptocarpus seed. Having been used to just popping the pod open and getting literally hundreds and hundreds of seeds I was a little shocked to see that 25 fine dust seeds looks like nothing I have ever seen. However, if I get good germination I won't be upset that I paid 5.00 for each package and 4.75 for mailing them to me.
Be back and hope to change neutral to positive.
On June 10th, 2008, gessiegail changed the rating from neutral to negative and added the following:
Not a single seed germinated! I am good at growing from seed I want you to know. From now on I am only ordering from The Gesneriad Society for 2 bucks a package of seed or from Mauro in Brazil for 3.50 a package. That was a throwaway of 15.00 for supposedly 50 seeds.
On Jan 15, 2008, valliebeth17 Crown Point, NY (Zone 4b) wrote:
I have to agree with everyone who commented about the bad germination rate. Of 19 seed packets, only five had any germination to speak of. A few others had extremely low germination rates, and the rest absolutely none. This is after I pay close attention to chilling seeds and other planting requirements.
T&H's beautiful catalog and unusually large selection, along with their lovely cupons and free shipping offers is not worth the money, time and effort completely wasted.
I thought I just didn't know how to start primulas correctly, maybe it wasn't me after all. I wasn't going to try again, but I may look into a different source for them.
On Jan 15, 2008, Thompson and Morgan (US) responded with:
On Jan 15, 2008 10:39 AM, Thompson and Morgan (US) added:
Please remember we stand behind our guarantee! - refund or replacement if not satisfied. We want to resolve this - please contact us.
I want to reassure you all our products are tested and meet or exceed USDA requirements. Also speak with our horticulturist, she is always willing to share her hints and tips to improve your sucess rate.
Phone us on 1-800-274-7333, our friendly Customer Service team will sort this out for you.
Kind regards, Thompson & Morgan"
I would not recommend their seeds to anyone. I fell for their catalog which is very well designed but the seed quality is very bad. I bought some summer sorbet seeds that came in nearly empty but that was replaced. However the replacement did not germinate. I also bought Mimulus maximus, Nemesia paintbox which along with some others did not germinate. Please do not plan your annual garden depending on their seeds.
I ordered several seed packets of snapdragons, white coneflower, and asters, in addition to a few others. I had great germination for the asters but only 3 coneflowers sprouted out of an entire packet, and I think I got about 4 or 5 seedlings from 3 packets of snapdragons. I've been able to germinate "difficult" seeds like guara and have had excellent results from coneflower seeds from other sources, so I do not feel that the problem is me. I doubt that I will buy seeds from them again, as it seems I am not the only one who has had problems with germination.
I think this company must be staffed by chimpanzees. i once ordered lavatera seed but got non- viable chaff, and malva not only the wrong plant ENTIRLEY, but the worst invasive weed since dandilion hitched a ride to the new world in somone's pocket.
On Mar 26, 2007, debincincy Cincinnati, OH (Zone 6a) wrote:
Ordered seeds March 14, arrived March 24 - 10 days, no problem for me. Ordered from T&M due to their having seeds for 2 plants that no one else carried, except Select Seeds, and the shipping cost was the lower of the two.
Will have to wait and see on germination and report back.
On May 10th, 2007, debincincy changed the rating from neutral to negative and added the following:
Here's my update. Terrible germination, in fact, NO germination on the 2 flowers I particularily wanted. I tried 3 different ways to start and nothing. So signs of life. I am now going to look into how to get a refund and will never order from them again.
I have been gowing plants from seed for the past ten years with little trouble; to fill up flower gardens on 5 acres. In search of different varieties, I came across T&M last year and ordered primula seeds, as well as other varieties. I also ordered some seeds this year. I tend to order from 3-5 companies per year. T&M seeds have very low germination. They also send small amounts of seeds that tend to get stuck in the glue of the little foil packages (not a fan). I am not one to complain to a company; they should know what they are selling., I just won't order again. I found a local seed company 'Gardens North' and ordered primula as well as other difficult seeds from them, and the germination was outstanding. Many major seed sources seem to be getting sloppy, and customers should not put up with it, they are making big money and should reply with quality products! I would not reccomend T&M to anyone.
On March 29th, 2007, egm added the following:
Thanks for your input, but I am not interested in your guarantee. I prefer to recieve quality seeds when I order them, and not to have to contact after the fact. On Mar 20, 2007, Thompson and Morgan (US) responded with:
On Mar 27, 2007 1:06 PM, Thompson and Morgan (US) added:
Thanks for your comments. Just to remind all our customers we guarantee germination and stand behind our seeds 100%. In the event that there are any problems, we really want to hear about them, so that we can put things right. Please contact us!"
I suppose I should say "neutral" since I haven''t actually received my order yet so I have no idea if I got my seeds or if they will germinate. I have been told I should receive my order in about 7 business days. Please note that I placed my order 10 days ago. I was also told that some items are on back order. I don't know if they held the order hoping those would come in or not. I wish I would have come here and read others thoughts on the company before going gaga over the beautiful pictures in the catalog. I even placed orders with a couple of other companies about three and four days after I placed this order and I received their seeds last week. I guess whether I order again will depend upon the germination rate. Previous comments do not fill me with hope though.
On Mar 20, 2007, Thompson and Morgan (US) responded with:
On Mar 27, 2007 12:10 PM, Thompson and Morgan (US) added:
Thanks for posting and bring this to the attention of fellow gardeners and T&M shoppers. We have had an unexpected over demand for many of our products this season, which has meant that the orders are taking a little longer to ship and we are busy making more to fill everyone's orders, so that the seeds arrive in time for spring planting. If you do have any complaints about contents or germination please call us and we are happy to stand behind our germination guarantee and will refund your money or replace your seeds, as you wish. All our products way exceed the USDA minimums, but germination can drop off between testing, and we thank our customers for bringing this to our attention. Feel free to call with comments 1-800-274 7333 x3019"
Our experience with T&M will be our last! Our order was in the hundreds. (probably because they're so expensive). Having controlled conditions we started seeds indoors for early spring transfer to our greenhouse. The germination ratio was very,very low. Below 35% of over 250 seeds. We must add that all other seeds planted side by side from other companies did very well. It's not us!!! We now realize and are convinced that the pretty pictures and catalog is where they place the emphasis. Our third and last year. In the prior years we also complained of low germination,via telephone they worked around taking responsibility and assured us of anything that made no sense only to send us other seeds which did no better... no refund as requested. We've asked them to remove us from there mailing list.
On Feb 9, 2007, Thompson and Morgan (US) responded with:
On Mar 27, 2007 1:56 PM, Thompson and Morgan (US) added:
We do realise our products don't suit everyone, but we do listen to our customers and make every effort to follow up and put things right, in the event of a problem. A full refund was issued in February when this customer contacted us, and he has been removed from our mailing list as he requested. "