A Shaikh
1/5
Summary:
My advice is to proceed with caution. Expensive, a lot of talk, sadly not back up with a lot of substance. Hit and miss gardeners. Poor customer service, little acknowledgement or empathy when customers are unhappy with service.
Here’s a more detailed review below:
Booking:
- We were impressed by initial consultation with Alex, who appeared to have a lot of knowledge and ideas. However, it went downhill from there….
- Strangely we were quoted different prices for a day job, was first quoted £770 for a 3 person team, and then over £1000 and when questioned, why the difference - I was told the quote was from a while ago, although the two quotes were 1 week apart. Maybe there was some logic to the calculations but the numbers appeared to be plucked from thin air with random “discounts applied”.
In the end, we agreed to go with a 2-person team for £770 for the day, although it was more expensive than other companies inquired into, we thought they’d be able to deliver based on Alex’s initial consultation and hoping the other gardeners would have similar knowledge. Oh how we were wrong - they have a big team but it really depends on who they send on the day.
On the day:
- One of the gardeners was great, however the other gardener, who they’ve now shared was a trainee gardener, appeared uninterested and stood around, not doing much the majority of the day. He shared he hated his job, suffering from hay fever and wasn’t motivated to actually do any work and at times, was seen just sitting in the car on his phone.
As a result, this impacted what was achieved on the day. However Willow Alexander are unable to acknowledge this, instead deflect to write about how the priorities changed in the day. All we had done was switch the order of task 3 and 4 around, regardless the team said they wouldn’t get around to doing those tasks anyways, so it made no difference.
At the start of the day, we were assured by the team lead that the first two tasks on priority list “would definitely be done”. However, this was not the case. Only half of the first and second task was done.
Handling of the complaint/customer service:
What’s disappointing is Willow Alexander are not able to acknowledge this, and insist we are “happy” with the results. We most certainly are not and furthermore deflect
I’ve waited a few weeks to write this review to give Willow Alexander the opportunity to address the complaint. However, since making the complaint we haven’t been able to speak to anyone directly and have been waiting weeks for management to give us a call, despite multiple chase ups.
We’ve asked for partial refund, given we paid £770 for effectively a 1 person team, instead of 2 and all that was offered via email is 15% discount for a future service, however rest assured, we won’t be using them again.
Overall, the results were nothing special, expensive and overall service was disappointing.
