"No help when I had problems with an unsatisfactory greenhouse"

I bought an Elite greenhouse from Greenhouse Stores. Greenhouse Stores do not seem to accept any responsibility for any problems with the products they sell and just refer you to the manufacturer. I tried to get Elite to take the greenhouse back and issue a refund as I did not consider it satisfactory quality. Elite said that I would have to arrange to deliver it back to them myself "in a condition ready for resale". As the glass panels are all delivered loose (no packaging at all) there was no way any courier was going to accept a loose pile of glass panes for transit so it was impossible for me to return it. The assembly instructions are so bad that although I used a professional installer whose name was given to me by Greenhouse Stores he appeared unable to assemble the greenhouse (took 4 days to assemble including one day when he just looked at the instructions for two hours then left!). Greenhouse Stores take no responsibility for the competence of the installers whose names they give out. Even when I eventually got the greenhouse assembled the joints do not fit together properly, leaving gaps at the apex and at the corners where the roof meets the walls. Also, the nuts / bolts were of very poor quality and some bolts sheared in half when I tried to tighten them while assembling the staging (I am a 5 foot lady pensioner and was using a tiny 4 inch long hand spanner, so incapable of overtightening anything!) . If you want a company that take responsibility for the quality of the products they sell, try someone else.

"Shed delivered missing roofing felt"

Shed delivered missing roofing felt. Company refused to provide missing part and simply passed on the issue to a supplier of theirs who I had not bought from.
Very poor customer service

"Fantastic Greenhouse"

I ordered a Vitavia 6x10 Black Venus 6200 Greenhouse and Martyn went through my order and advised on different aspects. His team came to install and Wow done expertly and kept me informed through tour.

"Canopia skylight shed looks great when…"

Canopia skylight shed looks great when assembled

"Poor customer service "

Arrived weeks late
Fitted with cracked glass in bottom of door.
Spoke to fitter as soon as we noticed the crack he said that a bird had possibly done it.
Such rubbish we noticed 10 mins after they left.

Emailed but fallen on deaf ears.
Customer service nil
Avoid this company
We should have looked at Trust pilot reviews as they are so bad

"Buyer beware "

The greenhouse stores website was easy to follow and made it easy to choose and order a greenhouse. Delivery was efficient and prompt. That’s where it stopped. I have three suggestions for Greenhouse stores.

Sort out your switchboard. The recorded message gives callers a choice depending on whether they are wanting to buy or have already bought a greenhouse. What it doesn’t explain is that the second option takes you away from Greenhouse stores to the Individual greenhouse supply companies. If you have received the wrong items (I received the right size glazing and wrong sized frame), then you rather confusingly need to choose the wanting to buy option. After choosing the already bought option I had several days of fruitless and frustrating discussion with someone who eventually told me I wasn’t talking to Greenhouse stores and needed to get in touch with them. I rang greenhouse stores again and chose the sales option. The rather charmless person I spoke to there shouted at me for not ringing Greenhouse stores in the first place. Which leads me to point 2.

Get some customer service training. Good customer service has several basic rules. These include: listen to your customer (he didn’t); do not raise your voice to your customer (he did); and do not put the phone down on your customer (he did).

Sort out your refund system. I eventually gave up and arranged for return of the greenhouse. It took a month from the day it was collected by the carrier to receiving the refund in my bank account.

I now have an excellent greenhouse from Halls, a company with wonderful customer service. It did cost me a little more, but sometimes price isn’t as important as service.

"Ordered and paid for a Greenhouse nightmare "

Ordered and paid for a Greenhouse , told it had left the factory at Shire 1st August delivery within 4 days , I arranged workmen to construct it when it arrives Friday or Monday.............spent hours chasing status , told it had left the factory , established today the order has not left the factory , they Lied cost me two days wages for 2 men ..............say it will leave today ........my wife wants to cancel as this has stressed us out waiting for factory Shire to call ..wish I had never seen their website , it was to be a gift for my wife's Birthday ...........what a mistake

"Dont not rely on this company to…"

Dont not rely on this company to deliver on the agreed date. A delivery is booked and only on that day, after waiting 3 weeks for delivery and 4 phone calls later do you find out that there was no way that it would be delivered on that date because this is the date that it leaves their factory. They are a joke

"Customer service from the company has…been appalling"

Customer service from the company has been absolutely appalling, I emailed to get an update on the delivery of my greenhouse and it turned out that the reply to every query (around a dozen emails) I raised was wrong or inaccurate. The peron responding clearly didn't check any details of my order and provided guestimates each time, or completely wrong information. So a greenhouse that I was advised upon my first enquiry would be ready at the end of March has just been installed first week of June ! The wrong information has caused a lot of hassle for me and my builders. This person should not be dealing with cutomer queries if he can't be bothered to make enquiries and provide accurate, proper responses to customers' enquiries !! I would say that the installation side has been great and the greenhouse is lovely

"We ordered the Vitavia Venus 6x6…"

We ordered the Vitavia Venus 6x6 greenhouse. Delivery was great although we had to get in touch to get a date confirmed, but other than that was delivered on time and in good condition. One pane of glass was cracked but they offered to replace and customer service was quick and helpful.

The greenhouse is fantastic and we’re super happy with it. Our only gripe was with the relatively poor instructions and low quality screws. Other than that and for the money, it’s fantastic!