With so many people having to stay at home there has been a significant uplift in orders, particularly for fruit and vegetable plants and seeds. We are working extra shifts to ensure that these are sent out as quickly as possible but please do try to be patient if it takes a little longer than usual. If you have questions about your order you may be able to find the answer on our online Frequently Asked Questions page https://www.suttons.co.uk/customer-services.htm.
We will continually update the ‘current
questions’ section on this page to let you know how long orders are taking and
you can of course also check online whether your own goods have been
despatched. For tracking information on your order please go to 'My Account' on
the website. Once the order has been sent out to you it will be updated to say
We have also had a big
uplift in the number of customers phoning to place orders as well as asking
about the progress of their orders and unfortunately, we are just not able to
answer them all. We are keen to move more staff into the pick, pack and despatch
area in order to get orders delivered to you as quickly as possible so we have
decided to make the unusual and difficult decision to stop taking telephone
calls with immediate effect, for a period whilst we concentrate on despatching
orders. More orders than ever are being sent out and if you’ve ordered online
then stock has been reserved for you.
Our customer care team are
working hard to respond to emails and can still be contacted. However, please
be aware that we are receiving many more emails than normal for this time of
year and we have fewer staff to handle them as we have moved some of our team
onto packing out orders . It would be very much appreciated if you would only
email us if absolutely necessary using the Online Form https://www.suttons.co.uk/ContactUs.aspx.
Responses are likely to take longer than usual because of the exceptional
levels of demand so we would ask for your patience while our staff do their
very best to get back to you.
We enjoy speaking with our customers, by
phone and will switch the phone lines back on as soon as possible. In the
meantime we apologise but hope that you will understand.
These are exceptional times.