The plants I ordered from Gardening Express were quoted as 3/5 days delivery.as 8 weeks later they arrived badly packaged and in a very poor condition. They make it virtually impossible to contact them and like the vast majority of their customers I have received no response for my request for a refund. I have now filed a complaint with Trading Standards via the Citizens Advice online service. It was quick and simple to do and I received a detailed and helpful reply within 2 days.
I have copied part of the response I received from Citizens Advice below which others may find helpful:
Your rights and obligations:
Under the Consumer Rights Act 2015, any goods provided by a trader to a consumer should be of satisfactory quality, which means they should be free from fault, last a reasonable amount of time, do what they’re designed to do, and be safe.
You may be able to seek redress from the trader if the goods are not of a satisfactory quality.
You could look to request a repair or replacement in the first instance; any repair or replacement should be provided free of charge, within reasonable time, and not cause a significant inconvenience.
You only have to allow the trader one attempt at repairing or replacing the goods.
If a repair or replacement is unsuccessful, cannot be done free of charge, within reasonable time or would cause significant inconvenience you could then request to either exercise your final right to reject the goods for a full refund or, a price reduction on what you’ve paid for the goods.
Any refund should be provided within 14 days of the refund being agreed and via the same payment method.
The burden of proof is on the trader; therefore they would need to prove that the goods are of a satisfactory quality or that the fault is down to fair wear and tear, misuse, accidental damage or neglect.
You may be able to claim consequential losses; these would typically be any losses you have suffered as a direct result of the trader supplying goods that are not of a satisfactory quality. You would need to provide evidence of any losses you have incurred and any losses would need to be kept as low as possible.
What we'll do:
We will refer the information you have provided to Trading standards, there is no commitment for them to contact you directly, Trading Standards will only contact you if they deem it necessary. Whilst this does not help you resolve your dispute, it gives Trading Standards vital intelligence on how a trader is conducting their business.