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We welcome reviews of our company but use Feefo for our verified reviews and have done for many years. Pease see our website for full details. We focus on helping customer to revitalise their outdoor space through a gorgeous curated range of outdoor furniture, lighting, decor and gifts. We don't always get it right (and certainly don't select customers for poor treatment) but if you've got something to say to us would always prefer to hear it straight to our customer service email address customerservice@worm.co.uk so we can deal with the matter directly.
66-68 Derby Road, NG1 5FD, NOTTINGHAM, United Kingdom
3.2
14 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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I love my tomato and herb planters. Easy to move around and look smart. Service from the worm team was great from start to finish. Communication was clear and delivery was quick. Will be back!
Reply from The Worm that Turned
Thanks Calum - our official review platform is Feefo - but it's very kind of you to take the time to add this here. Happy sowing and growing!
Although the two items arrived promptly, the mini secateurs don't open on their own and have to be prised apart. Have used penetrating oil on the mechanism and jaws but they still won't open unaided.
The cast iron doorbell seems to be a returned item as the bag for the screws and rawlplugs was in the parcel but it was empty . Checked the packaging and they definitely weren't there.
Also I was unaware of the £9.95 postage charge until I chose to pay by PayPal, a rather sneaky way to do business in my opinion.
Reply from The Worm that Turned
Hi Bunny! Thanks for the feedback. Sorry to hear about this - can you contact our customer service address please if not already and we'll get it sorted asap for you? I suspect the mini's are just a bit stiff but we'lll check our stock to see if we find the same. Ref postage its something you can alter when you go to pay but not sneaky and there would have been a cheaper option available. Sometimes easy pay is easy miss. When we get your email we'll refund the difference and I hope this helps.
If I could put less then one star I would terrible customer service expensive !
No drill holes you have to put them in your self ! hard to put together items ! That they send with no parts to assemble brackets missing yhey don’t repond to email's or phone calls they ignored my complaints took weeks to get missing parts would never recommend this company or buy from again they tell lies or call you a liar as they take no accountability for there mistakes but gaslight it back as it’s your mistake I paid handyman to assemble someing that should on there website be easy to put together !
then called me a liar when I told them the cost off the handyman and then called me a liar that there staff said I could not return it but later in a email it says I could send back within 14 day when I confronted them
they denied flat out that anyone on there phone told me I could not return it I’m still waiting on a email on why they denied they said it !
they ignored that email no response
this is overpriced rubbish and terrible customer service and misleading advertising and photos I’ve spent 2500 with this company and this is how they treat you disgraceful
Reply from The Worm that Turned
Thank you for your review. We are very sorry you feel this way. As you know we have discussed this privately at length but as you have taken the decision to take this public then you'll understand that we need to respond:
1. We explained the reason why there were no holes in the item. This is so that customers can use alternative fixings and not have holes. This is a manufacturing decision and not related to our customer service.
2. The fixings that were unfortunately missing from your delivery were sent to you from a third party warehouse. The delay to this was unacceptable and we have apologised for this.
3. We do not lie or indeed call you a liar. We responded to your claim about paying a handyman at your choice and payment level. We reassert that these items in context are easy for any average person to put together.
4. We do not ignore your emails and to date there has been considerable correspondence and phone calls, however you will understand that this is a very busy time and we have many people in demand of our services.
5. We did not say on the phone that you could not return the items. We know that because we don't say that to anyone. I think you may have misinterpreted what someone was saying which is why we prefer to communicate by email.
6. I'm sorry you feel that this is 'overpriced rubbish' but as this is your second purchase from us and this was the smaller of 2 purchases I'm not sure why you say that.
7. We do not engage in 'misleading advertising' nor (as I suspect you mean) mislead with our product photography. Customers prefer to see items as they could be - in this instance even planted up. We explain clearly in the product specification what to expect and would urge all customers to read these sections, whoever they buy from.
8. As you should know we do not like upset customers (and your experience is NOT typical) and we made a generous goodwill gesture to you which as I understand you have rejected.
Thank you for giving us to respond. We regret you feel this way and will continue to work with you to find a solution but obviously you are upset so regrettably this may not be possible.
Absolutely fabulous customer service (big shout out for Nicola and Susie). They gave advice about colour combinations for Fermob furniture, creating 3D visuals of what it would look like for us. When one part of the order got delayed coming from France, they went out of their way to get as much of the order as possible to us in time for a family event . Nothing was too much trouble, and were always quick to respond to emails.
I wish I'd realised that the postage fee was £6.95 before I made the payment. Because the amount was so similar to the price of the seeds it confused me, plus who would think that a packet of seeds would cost so much to post. The description says 2-3 square meters but the packet states 2, that's 3 feet difference! Also it doesn't state that these seeds are annual.
Very poor value for money. Should have gone on amazon
Reply from The Worm that Turned
Thank you for you feedback which is appreciated. You will also get the opportunity should you wish to comment on our on site feedback in due course , should you so wish.
As you know there was a cheaper postage option that you chose not to take. I’m not sure why the options confused you and have not had this comment before, but would always advise buyers to take their time when ordering. Additionally you could have ordered many other items from us and still paid the same delivery charge.
In regards to the value for money, these are high quality seeds that you have not grown yet, so am not sure how you can judge this. I appreciate there seems to be a difference between the package and our description and we will raise this with the manufacturers, as they have perhaps updated it and not advised us but am sure you can still spread over 3m if you wish. We have personally grown these seeds for many years and have never been let down by them. We have a ‘ask a question’ section on every product page that would have enabled you to enquire further about the seeds but am not sure why you assumed they were not annual, but accept that we didn’t say this at the time. Personally I think annual wildflower seeds are better as the second years on perennials are sometimes not as good. Finally I don’t think you’ll find this make of seeds is available on Amazon, but at least you can comfort yourself that you have purchased from a family owned UK retailer that pays its staff well and it’s morally due taxes. We have also, as you know, refunded your postage as a gesture of goodwill. Once again thank you for giving us the opportunity to comment.
My Beautiful brocade pheasant arrived today .. quick delivery .. quality product .. extremely pleased
Reply from The Worm that Turned
How kind of you to leave an unprompted review! Just so you know we use Feefo so you might get asked by them for your comments too. He is rather grand isn't he and thanks for sharing your picture on Facebook as well.
Fantastic customer service. Susie kept us informed at all times on the delivery date of the trug as it was delayed due to the supplier. It arrived as promised and is beautiful. Would definitely recommend this company.
Reply from The Worm that Turned
Thank you for taking the time to write this. Things are a little complex at the moment and we thank you for your patience.
I find it AMAZING that such companies still exist in today’s world. I will never ever use it again! The “Fernob week”, in February got me excited, I bought garden cushions that were available for delivery (6 out of 8 were). 3 months later, I am still waiting for the delivery!! Great website, polite but powerless customer service, terrible at over promising & over delivering.
Just saw the reply: please get your things right: the 6 were available according to your website!!!
Reply from The Worm that Turned
Thank you for your feedback. We are obviously are sorry you feel this way and understand why. As we clarified to you in our emails 6 of the 8 cushions were not in stock but on an existing order (placed in November) and due into us on a specific date. These are shown on our website as ‘available from dd/mm/yyyy’. When people order on this basis we always email customers to confirm they have read and understood this; ‘available from’ is not the same as ‘available now’.
As you are aware there is a global pandemic at present and this combined with the impact of Brexit is causing all sorts of issues totally outside of our control. Nonetheless I accept we should have kept you informed that the 6 cushions we had on order have still not arrived and are currently lost in transit it seems. Please accept my apologies for this. The two extra cushions ordered specifically for you and the lamp you ordered were in fact despatched and according to our notes these have been received by you 10 days ago. We are chasing the missing cushions and will email you directly. You'll have to take my word for it that this is not our normal service in any way and would appreciate that once you get the missing cushions you give us another chance to show you normality.
My husband received a gift which he didn't like. It was £48 for a statue of a hare which frankly was cheap and nasty. After contacting the company I returned the gift as discussed and was going to exchange for something else. We returned the hare, not in the original bix as this was damaged when it arrived to us. It was well packed with bubble wrap etc. The company claimed it was damaged when they received it !!! and therefore wouldn't exchange it.
I phoned the customer services and spoke to someone called Heather who said it should have been returned in the original hare mould that it came in....however it wasn't sent to us in any kind of mould so that would have been impossible. We wasted money returning it and she couldn't understand that if they hadn't sent us a mould how the hell could it be returned in a mould. Would recommend people to steer clear of this company. No comeback for customers and probably the worst company I have ever dealt with 😡 We intend to seek advice regarding our rights and take this further as citizens advice have recommended we are entitled to a refund which can be returned to the family member that bought it as a 50th present
Reply from The Worm that Turned
Thank you for your review. As you know we are disappointed you feel this way, and understand why you are upset, however the item was returned to us in several pieces. You admit this was not in the original boxes. As the returner you are fully responsible for the return, which we clearly stated in our email to you explaining the options for return. I’m not clear why we should take the cost of this damage as we had no control over your packaging or choice of courier. If indeed you have received advice to the contrary please forward this to us. We are not a charity and also lose on this too. We have sold this item for some time and respectively disagree with your view, but thank you for giving us the opportunity to comment.
I ordered a Fermob bench but then there was a significant delay with the stock (delays from Fermob). I wanted to leave a review to highlight how helpful the company were and how easy they made the refund process for me. So although I didn't get the product I originally ordered, I will certainly order through this company again. Excellent customer service.
Reply from The Worm that Turned
Thank you for taking the time to make this comment, which is much appreciated. These are challenging times for us all and I'm pleased to hear that you will use us again.
Outside Light
We bought this item as it had a long guarantee but it deteriorated over a couple of years. I contacted customer service who have been absolutely brilliant. The communications were regular and I was kept updated and have since had a replacement. Would definitely recommend them.
I had a good experience with the shop - The range of items for sale is very good and the information on the website was accurate in terms of what was in stock. Delivery was prompt and there were no issues at all.
I recently bought 10 bags of wood from this company that arrived damp, mouldy and would not burn like properly dried wood. This wood was bought at a premium 10GBP per bag, when I raised this issue with the company they told me the wood was fine and asked if I had left it outside? They have not offered to replace the wood or take it back. We have a big shed where we store wood, so wasn't an issue at our end. Poor customer service, product not as described and they get their wood supplied by someone else, not even from their shop. I have plenty of images and a whole email chain to share. I would not use this company to by firewood if you want a fire that night! I would give 0/5 if I could. Company at worm.co.uk
Order delivered when they said it would, really pleased. Would order from them in future.
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