Plantology - Customer Service Policy

At Plantology we are committed to providing the best experience possible to everyone we are involved with, be it a shop visitor or bride.

• By providing excellent customer service, we aim to deal with customers’ enquiries and fulfil orders as quickly as possible in a professional, efficient way. Our customers should be acknowledged as they enter the shop and made welcome whether they need immediate help or not, our staff are trained to be friendly and helpful without being forceful.

• Our products and arrangements are of the best quality. This sometimes means slightly higher prices than some of our competitors, but we are committed and know from experience these perform better giving better customer satisfaction

• Attentive, patient, knowledgeable about our services. We are aware that our customers have unique requirements, and our staff will gently guide customers through our ordering system, giving them time to make the right decision.

• All inquiries (phone calls, emails, in person etc.) should be answered promptly and efficiently, when we are busy, our aim is to get back to consumers as soon as possible.

• We endeavour to fulfil our orders as promptly as possible although delivery can only be guaranteed for Wedding and Funeral arrangements and all other orders will be delivered between 9am and 4pm. Plantology staff are not required to enter a customer’s house and will stay on the doorstep, if asked to enter, they have the right to refuse.

• All products will be clearly priced (online and in the shops) for customer designs staff will give accurate prices.

• Staff will offer (and if asked, give) their first name, staff do not have to give their surname or another other personal information out to consumers.

• We treat all confidential and sensitive information with utmost respect, please communicate and specific requirements with us when you place your order.

• We value and encourage our customers to give feedback, whether it is positive or negative, we will use it to improve our service in the future.

• It is our aim to exceed all our customers’ expectations, but we reserve the right to withdraw our services if any unreasonable demands are made of us. We will always communicate this and will give written notice where possible.

• We deal with complaints quickly and efficiently and try to resolve them quickly in a fair manner.