It’s almost fascinating how SR (the business) has managed to haul itself out of a reputational mire, reinvent, only to do exactly the same thing again.
I’ve been watching one of my friends on Instagram pleading to be able to get some response from customer service, copying in Sarah Raven’s own social media as well as the business. And just being ignored.
He’s the former editor of the Observer Magazine, so a lot of other people (many with clout) are seeing SR looking like a company to avoid, again.
I have had a very similar experience to you although a few years ago quality abd safe delivery were the norm. It seems to me a serious case of 'all fur coat...' syndrome. The marketing is second to none. Beautifully curated enticing images, a knowledgeable and engaging CEO who wrote with authority. A site aimed to create plant envy. But that is a waste of money if the product doesn't match the pictures. If you get a reputation for excellent plants with excellent delivery and comms. you dont need pages of text and fluff. Its sad
Yes, it’s fascinating isn’t it? I hope she saves it all this time round, but do know that it is a tricky world we’re living in, for gardening businesses. But with her track record, and some excellent photography leading the marketing, she should be able to save it, and I really hope she does.
It is interesting to watch, especially as i have a vested interest with two outstanding refund requests - no response so far after weeks. The slick presentation and of course the top class photography promises so much that buyer expectations are high. When an order goes pear-shaped it is all the more frustrating. SR must have hundreds of unanswered messages to deal with, it will take some sorting out!
I gave up on SR several years ago after much disappointment. The business always seemed to me a triumph of style over substance. The final straw was a bulb order which failed to deliver quality. I can source much better quality alongside advice from local nursery men.
I live in the Staffordshire Moorlands so my local choices are Proctors, family firm and Chelsea stalwarts and Edge Nursery, young man who delivers compost, mulch and a limited range of plants to the door.
I stopped buying from her when she recommended using glyphosate to create a wildflower meadow. Granted, that was 13 years ago on YouTube, but it left a bad taste.
Not just me. I waited weeks for a plant. When Evri delivered it, he'd put heavier parcels on top, ruining it. I wish they would use a different delivery service. The catalogue with Arthur Parkinson was so stylish. Fingers crossed the company recover
I have taken to picking my Evri parcels up from a local local locker - it’s a pain but does take away the destructive and tardy tendencies of our local agent… not just with SR from whom I wont order again but any plants that come from a supplier who misguidedly uses Evri, Growing Crazy being one of them.
I agree 100% - sadly no specialist growers of Pelargoniums near where I live. I always support local when I can. I am very interested in seeing more local plantsmen. Sadly they don't get enough support from local Government, Defra or the NFU.
This is the second post about SR I've seen this week. Something has obviously gone very wrong with her business. I love her writing, but won't buy from her again after ordering dahlia tubers a few years ago that were clearly (once they flowered, at which point there's nothing to be done) not what I'd ordered.
A lot of my Sarah Raven dahlia tubers, for a cut flower business, have turned out to be generic ugly yellow open faced dahlias. The type one expects to get from trying dahlias from seed. Very disappointing as ver tubers are a premium price and were purchased to secure a very specific colour palette for bouquets.
SR probably sources her Dahlias from the Netherlands and the Dutch are notorious for not being very conscientious about getting the varieties right. I have a feeling that if they run short of a variety they'll use any old tuber instead. IF SR used a more reliable supplier problems like yours might not happen so often ... SR goes for the lowest price courier so probably does the same when sourcing plants and tubers.I am sure there are more trustworthy suppliers out there you could use, ones who focus on service rather than hype.
It was a first and a last time I’ll use SR. I generally use Farmed Gracy or just buy tubers from my local garden centre.
I love her podcast and agree the marketing is excellent. Not bought any live plants. Always tend to go to a local independent plant nursery, for those things I can’t sow myself
She has very good photography. Do as we have done. Use her planting ideas but buy from another supplier. The SR business is woeful and cares not one jot about its customers.
What terrible stories, it’s a wonder the company is still in business. I will continue to to use my local garden centres I’m lucky I’ve got three in my area and I know that 2 have their own growing sites
I waited for 5 months for a refund, no avenenue of contact worked. It was only when I included Trading Standards and Citizens Advice in my email that I received my money back, within 5 minutes ... shows a human is reading them and aware? Will never trust SR again, real shame. But, made me realise don't be lazy, support my local nurseries :)
After being very patient I direct messaged on Facebook and had a very quick response. Two plants refunded and one replaced very quickly. As you say someone was watching and was on the case - I don't know why their chosen channel didn't get any any attention.
I had the same copy and paste responses on Facebook and Instagram for months, send order details we will look into it, they never did. It is just such a shame, loved SR. Maybe there is plan behind the scenes,downsize to scale they can now manage and relaunch maybe, let hope!
It’s almost fascinating how SR (the business) has managed to haul itself out of a reputational mire, reinvent, only to do exactly the same thing again.
I’ve been watching one of my friends on Instagram pleading to be able to get some response from customer service, copying in Sarah Raven’s own social media as well as the business. And just being ignored.
He’s the former editor of the Observer Magazine, so a lot of other people (many with clout) are seeing SR looking like a company to avoid, again.
I’d never order from them.
I have had a very similar experience to you although a few years ago quality abd safe delivery were the norm. It seems to me a serious case of 'all fur coat...' syndrome. The marketing is second to none. Beautifully curated enticing images, a knowledgeable and engaging CEO who wrote with authority. A site aimed to create plant envy. But that is a waste of money if the product doesn't match the pictures. If you get a reputation for excellent plants with excellent delivery and comms. you dont need pages of text and fluff. Its sad
I hope so too! Plants seem to have improved in quality but customer service is non-existent to shocking.
Not sure why …. Can’t be that difficult to maintain order tracking
Yes, it’s fascinating isn’t it? I hope she saves it all this time round, but do know that it is a tricky world we’re living in, for gardening businesses. But with her track record, and some excellent photography leading the marketing, she should be able to save it, and I really hope she does.
It is interesting to watch, especially as i have a vested interest with two outstanding refund requests - no response so far after weeks. The slick presentation and of course the top class photography promises so much that buyer expectations are high. When an order goes pear-shaped it is all the more frustrating. SR must have hundreds of unanswered messages to deal with, it will take some sorting out!
I gave up on SR several years ago after much disappointment. The business always seemed to me a triumph of style over substance. The final straw was a bulb order which failed to deliver quality. I can source much better quality alongside advice from local nursery men.
I’m all in favour of supporting local growers and nurserymen - let’s hear more shout-outs on here about your favourites and what they offer.
I live in the Staffordshire Moorlands so my local choices are Proctors, family firm and Chelsea stalwarts and Edge Nursery, young man who delivers compost, mulch and a limited range of plants to the door.
I stopped buying from her when she recommended using glyphosate to create a wildflower meadow. Granted, that was 13 years ago on YouTube, but it left a bad taste.
Not just me. I waited weeks for a plant. When Evri delivered it, he'd put heavier parcels on top, ruining it. I wish they would use a different delivery service. The catalogue with Arthur Parkinson was so stylish. Fingers crossed the company recover
I have taken to picking my Evri parcels up from a local local locker - it’s a pain but does take away the destructive and tardy tendencies of our local agent… not just with SR from whom I wont order again but any plants that come from a supplier who misguidedly uses Evri, Growing Crazy being one of them.
I’m currently waiting on a delivery. As you say, late and no communication. I hope I’m not going to be disappointed when they finally arrive.
My experience too. Unfortunately no reply to emails.
Won’t be buying from her ever again. So sad - her plants were amazing but everything else not.
I agree 100% - sadly no specialist growers of Pelargoniums near where I live. I always support local when I can. I am very interested in seeing more local plantsmen. Sadly they don't get enough support from local Government, Defra or the NFU.
This is the second post about SR I've seen this week. Something has obviously gone very wrong with her business. I love her writing, but won't buy from her again after ordering dahlia tubers a few years ago that were clearly (once they flowered, at which point there's nothing to be done) not what I'd ordered.
A lot of my Sarah Raven dahlia tubers, for a cut flower business, have turned out to be generic ugly yellow open faced dahlias. The type one expects to get from trying dahlias from seed. Very disappointing as ver tubers are a premium price and were purchased to secure a very specific colour palette for bouquets.
SR probably sources her Dahlias from the Netherlands and the Dutch are notorious for not being very conscientious about getting the varieties right. I have a feeling that if they run short of a variety they'll use any old tuber instead. IF SR used a more reliable supplier problems like yours might not happen so often ... SR goes for the lowest price courier so probably does the same when sourcing plants and tubers.I am sure there are more trustworthy suppliers out there you could use, ones who focus on service rather than hype.
It was a first and a last time I’ll use SR. I generally use Farmed Gracy or just buy tubers from my local garden centre.
I love her podcast and agree the marketing is excellent. Not bought any live plants. Always tend to go to a local independent plant nursery, for those things I can’t sow myself
She has very good photography. Do as we have done. Use her planting ideas but buy from another supplier. The SR business is woeful and cares not one jot about its customers.
Ordered three cardoons from her years ago on recommendation from a friend. All tiny, all broken. Never again
What terrible stories, it’s a wonder the company is still in business. I will continue to to use my local garden centres I’m lucky I’ve got three in my area and I know that 2 have their own growing sites
I waited for 5 months for a refund, no avenenue of contact worked. It was only when I included Trading Standards and Citizens Advice in my email that I received my money back, within 5 minutes ... shows a human is reading them and aware? Will never trust SR again, real shame. But, made me realise don't be lazy, support my local nurseries :)
After being very patient I direct messaged on Facebook and had a very quick response. Two plants refunded and one replaced very quickly. As you say someone was watching and was on the case - I don't know why their chosen channel didn't get any any attention.
I had the same copy and paste responses on Facebook and Instagram for months, send order details we will look into it, they never did. It is just such a shame, loved SR. Maybe there is plan behind the scenes,downsize to scale they can now manage and relaunch maybe, let hope!