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We advocate for the physical and mental well-being benefits of spending time in beautifully adorned outdoor spaces, positioning our garden arches as essential elements in creating tranquil retreats.
16 Aspen Grn, PE29 1GN, Huntingdon, United Kingdom
3.6
13 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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Great selection of products, reasonable prices, good communication & fast delivery! Very pleased with the parasol. Well packaged, easy to assemble & does the job of providing sufficient shade in my garden
I wish to raise a formal concern regarding the pricing presentation for the Protek Royal Exterior Golden Oak product advertised on your website.
The product initially appeared to be advertised at a significantly lower price than the amount ultimately associated with the item and/or comparable market pricing. In my opinion, the manner in which the product pricing and product variations are displayed has the potential to mislead consumers into believing that the 5L Golden Oak product is available at a price which may not genuinely apply to that specific item.
Under the Consumer Protection from Unfair Trading Regulations 2008 and the UK CAP Code, pricing information provided to consumers should be clear, transparent, and not misleading by omission or presentation. Any “from” pricing, variant pricing, or promotional pricing should make it immediately obvious to consumers which product size, specification, or colour the advertised price relates to.
As a consumer, I found the presentation unclear and potentially misleading, particularly when compared against the substantially higher pricing consistently shown by other UK retailers for the same product.
I would therefore ask that you review the product listing and pricing structure to ensure compliance with UK advertising and consumer protection regulations and to avoid confusion for future customers.
Reply from GardenArch
Dear Customer,
We take all feedback seriously, but we must firmly clarify that our pricing is fully transparent and not misleading.
The price of this item reflects a heavily discounted rate because it is strictly a complimentary add-on. As clearly stated in the product description prior to checkout: " Note: This Protek Royal Exterior 5L is exclusively available for customers purchasing a garden building from us. Orders for this product alone will be canceled. "
Our suppliers strictly prohibit us from selling these complimentary items separately. We kindly ask all customers to read the product descriptions thoroughly before purchasing to avoid this exact confusion.
Sophie
GardenArch
I ordered a garden shed from this company on the basis it was the perfect spec I needed and advertised as speedy delivery, precisely 3-5 days until dispatch. I gave them the benefit of the doubt given Spring was probably a very busy time for a garden company. After 4 weeks I had no further communications regarding my order status. I sent emails and also tried to call the company using the phone numbers provided on my confirmation email and their website, both of which were invalid. Through my credit card company I reclaimed the cost and only then did the company get in touch where they focussed on the satisfaction of another customer who experienced a similar delay on a bigger shed than I. I replied and asked them to call me to discuss, I still haven't received any response.
False advertisement of delivery dates, poor communications, incorrect contract numbers... Not even sure if this company is legit. Very disappointed when I chose to give a seemingly smaller company a shout over the typical bigger providers.
Reply from GardenArch
Dear Customer,
First and foremost, we sincerely apologize for the frustration and inconvenience you experienced with your recent garden shed order. We completely understand your disappointment and appreciate you sharing your experience.
To provide some context, we work with a wide network of suppliers, and delivery timeframes can vary greatly depending on the product. While some of our sheds are dispatched and delivered within 3-4 days, others are built to order and require 10 days, or in some cases, at least a month before they are ready to ship. However, the accurate timeframe for your specific shed was not clearly communicated, and we take full responsibility for that oversight.
Regarding our communication and the difficulty you had reaching us by phone, we want to clarify that as a growing business, we experience very high call volumes. Because we cannot always answer every call, our team prioritizes resolving issues and clarifying details via email and SMS to ensure we can assist everyone. We understand this was incredibly frustrating when you needed immediate answers, and we apologize for making you feel ignored.
We truly appreciate that you chose to give a starter company like GardenArch a chance over the typical larger providers. Please be assured that we are a 100% legitimate business and have been proudly operating online since 2023, constantly trying our best to provide a good service.
We take your review incredibly seriously. Your experience highlighted a major issue with this particular supplier, and as a direct result of your feedback, we have stopped dealing with them entirely. We have removed all of their products from our range to ensure no future customers face this same unacceptable delay.
Thank you again for your honest feedback. It helps us grow and improve.
Sincerely,
Sophie
Great platform to order items with tracked deliveries.
I appreciate the follow up emails.
Good communication and delivery was prompt. Zero gravity chair was great quality . Perfect
Ordered my lovely planters and 2 days later they arrived.
They are lovely, I’m still in the process of planting up. They look gorgeous.
Very impressed with both service and quality. Would highly recommend
Kept up to date re delivery schedule, which was really quick, absolutely love my outside stand for the patio, it looks quirky & amazing with our outdoor pots and decor. First class cokpany
I recently purchased from Garden Arch an extra large garden umbrella - of which arrived pretty quickly.
I did have to make contact with them after delivery.!
Where all of there Customer service and After sales team - went above and beyond to help with my query.
Fully recommend…5*
Thank you.
We had ordered a garden shed but unfortunately after we had placed the order, the team contacted us to advise it was not going to be in stock until a few months away. Regardless of this unfortunate situation, the team were so accommodating and tried everything to help us. They issued a refund immediately as a suitable replacement was not available. I would definitely visit and place another order just because of there fantastic customer service.
Prompt delivery, packed really well, great quality sun-lounger, super stylish and looks lovely on my patio. Just need some sun now!
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