Wednesday, 25 March 2020

Message from Suttons & Dobies

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 "Order Despatched".

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.

David Robinson,
Managing Director
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