Complaints Procedure

At Garden Sense, we are committed to providing excellent service and ensuring customer satisfaction. However, if you have any concerns or complaints, we want to hear from you so we can resolve the issue as quickly as possible.

How to Make a Complaint

If you are unhappy with any aspect of our products or services, you can contact us in the following ways:

📧 Email: sales@gardensense.online
📞 Phone: 0116 216 1851
📍 Post: The Bakery, Dovecote Court, Pingle Lane, Potters Marston, Leicester, LE9 3JR

Please provide the following details when submitting your complaint:

• Your full name and contact details
• Order number (if applicable)
• A clear description of the issue
• Any supporting evidence (e.g., photos, receipts)

Our Complaint Process

1. Acknowledgement

   • We will acknowledge your complaint within 2 working days of receiving it.

2. Investigation

   • Our team will thoroughly investigate the issue and may contact you for further details.

3. Resolution

   • We aim to provide a full response within 7 working days. If more time is required, we will keep you informed.

4. Escalation

   • If you are dissatisfied with our response, you can escalate your complaint by requesting a review from a senior manager.

5. Final Steps

   • If you remain dissatisfied, we will advise on any external bodies you can contact for further resolution.

We value your feedback and appreciate the opportunity to improve our services. Thank you for bringing any concerns to our attention.