I would like to nominate online plant retailer Scentedgeraniums.co.uk for an award for rudest customer service.
I sent what I thought was a friendly email about an order I had received, only to receive a tirade of abuse in return.
I have never experienced anything like it and would like to commend the company for its complete and utter contempt for its customers. HM, London
This is indeed an extraordinary take on customer service. Your perfectly pleasant email mentioned that one of the three £2.99 plug plants you had ordered looked too small to be viable and you wondered about a replacement.
“I’m irritated that you’ve even asked,” came the reply. “I cannot recall during the past 10 years that any single person has ever emailed such a request. However, I do find that customers who opt for the cheap plugs are more likely to complain. Thankfully, you are in a tiny minority whom we will never please. Perhaps, we should register as a charity and just give away plants.”
It’s signed merely “irritated in the extreme”. The Scented Geraniums owners, Annie and Guy, tell me that you should have read their terms and conditions, which state that plugs cannot be guaranteed “for any reason”.
Those terms and conditions make interesting reading in themselves. “No customer has any legal right to tell us how to operate our business” is one of many choice lines. Those who, like you, dare complain are accused of being unreasonable and warned that if their attitude causes offence their emails will be deleted.
The nursery appears to sell perfectly decent plants, but when it comes to human relations it would do well to heed the advice in its terms and conditions: “Please communicate with us in a POLITE way. You will get a much better result! Rudeness will not be tolerated for any reason.”
If anyone else has any contenders for an ill-will award, please send them in. If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
