Cherry Lane Garden Centres Reviews 

Absolutely appalling phone and IT systems..
I ordered a pergola which arrived damaged. I've sent two emails, two virtual assistance messages and several phone requests for someone to call me back but have heard nothing.
When you do call, you select all the options, it keeps you on hold for a couple of mins and then hangs up.
I just need to speak to someone!!
Edited 21/06 - Changed from 1 star to 3 stars. If you call 01603 275200 you can actually speak to someone and they are very helpful. I have now got a full refund. Problem appears to be that they do not have enough staff and are therefore unable to get to phones or reply to emails in a timely manner. Doesn't alter the fact that the goods were damaged on arrival though.

Hi. I don’t like posting negative reviews however unfortunately in this instance I find myself having to.

I bought a gazebo with a retractable roof from Cherry Lane after reading the reviews on their website.I wish I had looked at trustpilot reviews first. The delivery came on the expected date and was undamaged. All good upto now.A few days later when I had the time I decided to put it together, this is where the problems start. The instructions are not only poor but they aren’t very specific which leads to confusion. Never the less I I struggled on to complete the project. I must say it looks good, but I could not recommend this product. Not because it doesn’t look good and is of acceptable quality. It is because of there customer service or the lack of. Over the cause of one day I tried to ring there customer service help line only to be put in a queue, which is no issue. The issue is that every time I was on hold waiting to speak to the next available agent, after a couple of minutes I would be cut off. I then took the option of leaving a message asking for a call back. Again nothing. I wouldn’t care I was nothing major. This has changed my complete perception of this company. This is the reason I could recommend this product or company to anyone else. Shame on you Cherry Lane.

This is an update on my previous review. As customer service doesn’t answer the phone when you call with a question or want advise I decided to ring a store. The closest one to me was over 2 hours away in Beverley Hull. I rang the store and spoke to a Lee Jackson. He could not have been more helpful. He whatsapped me a video of the instore display gazebo to assist me with the issue I was having. In no time at all the error was addressed and all is resolved. I didn’t buy it from Hull store, I bought it on line. Lee didn’t have to help me but he did. Again Shame on you Cherry Lane, and a great big thank you to Lee Jackson from the Beverley store.

If I could give a 0 I would, I’ve never known customer service to be so poor. You can’t get hold of anyone, I was tempted to drive all the way to one of their stores. I have sent more than 3 emails and got no response, I’ve tried to contact someone on the the website through virtual messaging and no one got back to me and every time I rang customer care the machine would put me on hold and then hang up. I’ve only had order confirmation and no updates at all. They still have my money and I’m a little worried so I will have to contact resolver and go from there.

Started off well, product arrived quickly, but then the problems started. Parts missing, some parts misshapen and scratched. No reply to email, don't answer your calls and cut you off if on hold.

I wanted to cancel my order due to a delay, and had a really good experience - immediate response, very good

So disappointed with customer service.
Bought some new garden furniture. Had a call to arrange delivery. No problem. Driver arrived with pallet bought it to my gate I asked if he would help me take it in the garden, which a was about 2/3 steps away off the pallet and he said no. I asked if he was taking the pallet back he said no. I was in my own and there was no way I could lift the table. So had to leave it all outside till the evening when my husband returned home.
I tried to call customer service but the phone is out of use. So I used the live chat, which was with a robot who could not help so said someone would call me. But nothing this was Wednesday 24/5/23. I have emailed 3 times and still nothing.
Terrible service after paying quite a lot for delivery!

Bought a water feature that was supposed to be weatherproof yet less than a year later there’s loads of holes that have appeared underneath, now it is leaking, tried to email for help but still had no reply

On 29th April, my wife and I made a 3rd visit to our local Cherry Lane Garden Centre in Braintree. We've ALWAYS been regular customers during the Spring and Summer months and have always been pleased with our purchases. On 29th April, we had bought more plants, paid for them and gone out to load them into our vehicle. My wife then decided to go back into the store to view some of the indoor items before we left for the journey home. A little while later, she came out very distressed and tearful. As she had exited the store, the newly installed alarm system went off. A person, I now know to be the Manager, stopped her from leaving, took her bag and started to search it, in front of other customers. She took from one of the side pockets an item that she said had triggered the alarm. THE ITEM WAS NOTHING WHATSOEVER TO DO WITH THE STORE and when the Manager realised this, she just walked off, no apology, no nothing. I went back into the store, but the Manager was apparently then not about and so I spoke to one of the shop workers that had witnessed the incident. She said that the Manager had been "sharp" towards my wife before walking off. My wife is 73, she has a serious heart condition and has mobility issues. Most of the time she doesn't look very well. There are notices in the store advising that bullying of staff by customers will not be tolerated, but what my wife suffered at the hands of this manager was just that, bullying. I wrote to the Customer Care Team launching an official complaint - there was no response. I then tried to phone them, but couldn't get through because "all our assistants are talking to other customers." I then requested a phone call back - I didn't get one. I then sent a copy of the original letter by special delivery at a cost of £6.85. I thought that surely they wouldn't be able to ignore this, but that's exactly what they did - ignored it. I then wrote a letter to the Braintree Store on 13th May and hand delivered it. I was told the Manager was not about, but she would be informed that I had visited. I was offered an apology of sorts from the hapless individual who had the misfortune to see me. So, still no word from the Customer Care Team OR the Manager who perpetrated such an intolerable invasion of privacy on my poor wife. How ironic that the item that the Manager said had triggered the alarm system was with us when we originally left the premises to the load our plants into our vehicle without triggering the alarm. And again I had it when I left after speaking with the staff member - again no so called triggering of the alarm.

I absolutely love cherry Lane garden centre staff are very helpful and you can have a laugh with them Tracy & Sarah are great
The cafe is also a wonderful place and the price isn't to bad
Would highly recommend this place to anyone and I will 100% be coming back

Decent gear for the price, had an issue & took them weeks to resolve it, customer care is sloooooow but at least it exists.

Customer Service is non-existent within this Company. Emails are not replied to. Tried phoning FIVE times and after three minutes waiting the call drops on all the numbers one is advised to press to get to different agents. Left a message for a Call Back that was ignored too. I will be writing a letter of complaint to the Cherry Lane Garden Centre, CEO, Nick Rubins in case he doesn't know just what rubbish his Customer Care Dept is, as well as the Delivery company they use.

Placed a click and collect order, got a confirmation email, which said I would receive another email when the order was ready to collect. As their website said the product I ordered was in stock I expected a quick response, 4 days later nothing had arrived, sent an email to customer services which resulted in an automated response, another week has gone by and still no response! Can see why most reviews are 1pointers! Service is non existent

I ordered a gazebo in April, and paid for next day delivery, as I was going away shortly. I received an email 2 days later to say the delivery had been delayed. No dram, I thought. That’s the last I’ve heard from either Cherry Lane or DX Delivery. Despite trying to use their live chat, email support and phoning (hold system cuts you off, after 3 minutes). I wish I’d have read these reviews before ordering. Absolute shambles.

Trying to contact customer service about an online order. Online help is a chat bot and useless. So far racked up 3 hours waiting for them to answer the phone. Not surprised at their 1 star rating. Fuming.

You guys need to think about retaining your customers.
We wanted to get something to eat and drink in the cafe but as we had a dog there wasn't any seating available...I cannot understand how you think 4 tables is adequate for a "dog seating" area. I did notice only 2 of the tables occupants had dogs.
I won't be returning with or without my dog. I wouldn't recommend.

Ordered some more storage boxes as I was so pleased with my last set. However, they arrived and the corner of one of them is all cracked and very sharp. Not ideal as they are for my 3 year olds toys. Contacted them 4 times now, no response whatsoever. Sick of chasing this up just to be ignored each and every time.

I made a purchase over a two weeks ago and didn’t arrival. I have emailed twice but no response!!!! And the phone system is useless as no one ever answers. Delivery company useless!!! Don’t buy from here!!

Absolutely terrible. Do not use their website to order anything (be warned).

I ordered a garden planter that was meant to arrive assembled. No dispatch email was sent, a random text arrived with a delivery date which was then a no show. When the item did arrive it was not assembled, had no holes or bolts and there wasn’t any paperwork. The item had only just been painted and stunk the house out but was too tacky to remove from the box and it was raining outside so it couldn’t be put in the garden.

All attempts to contact this awful company have been ignored. I will now have to contact my credit card company to try and get a refund.

This company does not deserve to be trading!!

Customer services advised us that an electrical item we bought seemingly had a fault and could therefore be returned for a refund. After several emails they have now changed their mind and have accused us of damaging the item! They are not now prepared to even consider our request to return the item and have closed the matter. This is insulting and frustrating. We guess the customer services department is overwhelmed and/or under staffed and therefore they just ignore, fib, deny everything and don't answer the telephone!

Visited the cafe at cherry lane Barnett hill this was not my first visit but definitely the worst the whole place was freezing cold (had to keep coats on) we ordered breakfast approx 10.30 couldn’t have any thing fried a problem with gas so had loaded sandwich bacon,sausage and hash brown toasted also plated sausage bacon hash brown and brown toast we didn’t wait very long but the plated meal was cold I returned it to waitress who took it away and was returned in less than a minute the result was hard bacon hard wrinkled sausage hash browns warmish so left it and went to somewhere warm. Was the problem about the heating or trying to cut down on cost,