Cherry Lane Garden Centres Avis 

Visit at least once a fortnight.
Cherry Lane near Kidderminster is one of my most visited shops. It's really nice shopping here

I sent an email to their customer service and received a reply after a long time with an apology from Daniel. I had requested if I could purchase some parts from an item (pergola)I had brought but was damaged in the wind. Daniel advised that two of the three parts he could order and advised the cost which was fine. He said that it would take upto six weeks. Over two months later and after more emails with no response, I am still waiting. This is really poor customer service from the customer service team !

Cherry Lane (Barnett Hill) we have been here a few times because we can take our dog in the restaurant. They have a specified area set aside for dogs. However this area is right by a set of 6 ft wide automatic doors which the staff insist on leaving open. A couple of times now, we have asked for the doors to be closed (as it’s been a rather cold summer) and its very draughty.
Our request has been met with a very snotty attitude from the staff (one lady in particular) muttering that there are people sitting outside. My attitude to that is if they wish to sit outside then that’s up to them! I want to sit inside and be warm.
We have since been in and are now openly being ignored by this one particular person (just in case we ask for the door to be closed).
The upshot and real reason for the doors being left open is, the doors take time to open and the staff don’t have the patience to wait.
My take on this is, the food isn’t cheap, I am forced to sit near to the door because of the dog and don’t have a choice to sit elsewhere. I expect, at these prices to sit in comfort and in the warm and not be met with resistance and downright rudeness from the staff because of my simple request to have the doors shut!
Shall be spending my money elsewhere.

Do NOT buy from here, bought some goods and didn’t need them and tried to return them. They do NOT give you your money back, so I now have a credit note for £70!!!
Can’t believe this is legal to do this. Do NOT buy anything expensive as you cannot return it!!!

Would give 0 stars if possible!!!!!
Ordered online, gazebo arrived faulty so needs to be returned, but ive been trying to contact them by email and phone for a week now and no response!! Phone line is useless it puts you through all the automated rubbish plays you music for 10 minutes then cuts off! They have my money so obviously don’t care now.
Have raised this with PayPal who will hopefully help.
DO NOT BUY FROM CHERRY LANE!! Or QD as this is their sister company!

Ordered garden furniture via the web site as it would not fit in my car.
Allegedly attempted delivery 4 days later (when i was home all day). No delivery card left.
Useless courier has apparently returned the goods directly to Cherry Lane (no re-attempt to deliver, if they ever tried to start with). Email received to say i 'refused' the goods. Er really????
Phone number given to apparently re-arrange delivery. This number permanently rings engaged. All day every day. I am assuming it is not functioning rather than they have a call centre thats busy.
Messaged them via their website (no other way to contact them). Six days later ...no response at all.

Payed with Paypal so have complained via Paypal and asked for a refund (unfortunately they want me to wait another month to give them a chance to NOT reply!)

Their garden centre was good to visit. But my honest advice is to NOT touch their website at all. Do NOT order online unless you want to be ripped off.

Visited the Frinton store near Great Yarmouth first and last time absolutely shocking customer service was humiliated and belittled by a cashier Rosemary whom clearly should not be front of house serving customers. After arriving home I realised I had been over charged to top it off . .I rang the store spoke with manager whom seemed more interested in his policies than his the actions of the staff.

FRITTEN BRANCH…Near Gt Yarmouth

Really rude lady “Rosemary” on the till who was clearly not up to the job of providing a pleasant face for the company as front of house. Also got home only to find I’ve been over charged for a pair of anvil loppers which clearly have the price on the handle.
When we phoned the manager to report the lady’s rudeness and the over charge he wasn’t interested in her manors and just said we have to return to the store ‘40 mile round trip’ to get are overcharged money back even though it was paid on a card and could be refunded to the same card… a cost to us in time and petrol that will be far more than the refund!!

Very poor customer service by 2 people letting down all the other staff both in this branch and all the others..

I wouldn’t give this
company any stars, I’m not able to contact them, the delivery tracking reference is not valid, they don’t reply to emails, the phone lines just cuts you off. They have had my money a week and although I paid for express delivery there’s still no sign of it. I will be taking this company to the small claims court if either my pergola doesn’t arrive or is damaged - avoid at all costs!

Gazebo was delivered damaged.been Tring for a week now to get in touch just not bothered. Seems like they want your money that's it never buy from them again.

Truly awful.

This company is impossible to contact. I have been trying to speak to them for over two weeks after placing an order online. I have also been to the shop but they will not help as I placed the order via their website. I ordered garden furniture over two weeks ago, received one email acknowledging and then received nothing. I checked my online account and it updated it to ‘finished’ I.e delivered and dealt with - this was not the case and I had received nothing. I have repeatedly tried to telephone cherry lane and you automatically get cut off after 3 mins on hold. I have sent emails, tried to speak to them via the online chat but it is impossible get through to anyone. Out of the blue the parcel arrived, weeks later - no warning, no emails but hey ho at least it came. The driver advised me to check the package as the box was heavily damaged so I did and low and behold the chairs are badly scratched. I refused delivery and the driver has taken the package back. I have again, tried to contact cherry lane to sort out a refund but again I cannot get through to anyone! I am surprised these people are still trading to be honest!? Luckily I paid via PayPal so I have raised a dispute to claim my money back - £600! Truly awful company, I can’t believe I didn’t check the reviews before ordering as I’m normally good with stuff like that! Never, ever, ever again will I even look at Cherry Lane - they ought to be ashamed of themselves!!

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