susanh393

BUYER BEWARE! Although the pots and communication prior to picking up the goods are great, the overall customer service is non existent.
I purchased 4 pots in total, 2 which were 500mm diameter x 550mm height to fit 400mm plastic planter pots that large indoor plants come in. I regularly purchase pots for projects, however I had not purchased from The Balcony Garden previously.
As freight is very expensive, I chose to pick up the pots. When I returned and unwrapped the pots the 400mm plants would not fit. I measured the diameter and it was 430mm (not 500mm).
I immediately contacted Emily Marshall, Showroom Manager at The Balcony Garden, and she directed me to a 'sizing' tab on the product page. Yes, I missed this for two reasons, 1. I had already selected the required size from a dropdown menu above and 2. the 'sizing' word is in a very faint font I did not see. Emily also reminded me that they do not exchange or refund for 'change of mind'.
Emily gave me a list of pots that would fit and suggested I purchase two more pots!
I admit I missed the 'sizing' tab, even though I have purchased many of these types of pots before and never had a problem, however the complete lack of understanding and trying to help me rectify the problem is my main issue. It would have been very easy for Emily to offer me to visit the showroom and exchange the pots.
I will never purchase from The Balcony Garden again!

I am the receiver. My parcel of expensive wine was collected from the sender 16 August in SA. It arrives in Melbourne 17 August. It took 1 week and then I received notification that the parcel was onboard for delivery 24 August but it did not show. The tracking then showed it would be delivered 30 August, did not show. I tried to call but the only number I can find goes to a recorded message and then disconnects the line. Tried to use their web form to contact and received a response saying they are working on it!!