First time ordering & have already ordered again 🤣🪴 what an amazing company with brilliant customer service & fast safe delivery ! I’m so glad I made the order & will be using this company forever m... See more
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To be fair the plant was healthy, well packaged and delivered on time. Unfortunately it's not what I ordered and after a week I've had no response from the seller. Having paid the extra for a mu... See more
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Ordered two plants as a gift. Both were opened on delivery but not taken out of plastic wrapping. When they were removed from plastic wrapping three days later one plant was perfect but the other wa... See more
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The plant arrived securely packaged and in good condition, I received a strong healthy plant exactly as pictured and describe, it has settled in nicely after its journey. Love the plant and service wi... See more
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Online Plant Store Specialising in House Plants ,Cacti and Succulents
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My order was cancelled by the vendor
My order was cancelled by the vendor. I emailed them to ask why and have received no response.
January 14, 2024
They have good collection of succulents…
They have good collection of succulents especially euphorbia
August 12, 2023
Uncommunicative seller
To be fair the plant was healthy, well packaged and delivered on time.
Unfortunately it's not what I ordered and after a week I've had no response from the seller.
Having paid the extra for a multi headed cactus plant, I received a single one with no refund of the difference or explanation.
May 12, 2023
Unprompted review
Reply from Cassandrasplants
Hi Matt
Thank you for your review. Apologies if there has been an error with your order. How did you contact us? I cannot see any emails in our system against your order, so if you would like to contact us again at Sales@cassandrasplants.co.uk, we would be more than happy to look into this for you.
Many thanks
Cassandra's Plants
Purchased a houseplant on her Etsy…
Purchased a houseplant on her Etsy shop. Order placed on a Tuesday (they advertise that they ship Monday to Thursday. Thursday received a messed via Etsy that my order would be shipped “early next week!” I replied with what I thought was a very reasonable question: “ Why next week. I’d have expected something as basic as a house plant to have already been shipped”? Her response was to cancel my order immediately rather than give me reasonable information. She knows full well that on Etsy, if an order is cancelled by the supplier the buyer is unable to leave any public response. Now I must wait for my payment process to be refunded. This kind of dismissive behaviour is not indicative of good business practice no matter where you are from. The absolute worst possible buying experience.
++ANSWER TO REPLY++.
My message was "aggressive and dismissive?" Here once again, in its entirety, is my question you regard as aggressive and dismissive....."Why next week. I’d have expected something as basic as a house plant to have already been shipped?"
That you find that question either aggressive or dismissive is beyond me to be quite frank.
I am a paying customer and I'm fully entitled (having paid my monies) to enquire the reason for the delay of any order just as reasonably as any other purchaser.
The sheer arrogance of your reply stands testament to your attitude.
Now it seems fit you give a full explanation of your advertised "terms and conditions" something it would have been very easy to draw my attention to, by way of answering my original query. Had you done so: that would have been an end to my request but no, you somehow imagined aggression and dismissiveness when there was nothing but a valid customer enquiry.
Further, your arrogance (as per your response to this review) then extends to lecture your own customers how they should behave when purchasing from the Etsy platform: underpinned with a dire warning of disappointment? If I could respectfully offer some advice of my own?
Maybe it's time for you to look up the dictionary definition of arrogant? You have a nice day. I certainly won't be recommending anyone to your business.
May 4, 2023
Unprompted review
Reply from Cassandrasplants
Hi Gary
Thank you for your review, as explained in our message exchange we have a 3 working day (Monday - Thursday) order processing time. This processing time is available in all of our listings, in your order confirmation email and is displayed at check out on ordering with additional information in our FAQ's and policies you confirmed you read at on ordering. Your order was marked as due to be shipped (errornously) on Friday the 5th we as we unfortunately unable to specify our working days on the Etsy platform. As you rightly said we do not ship on Friday's in case plants are inadvertently held up by couriers over the weekend so we moved your order forward to Tuesday the 9th the next available and our 3rd working day.
We cancelled your order due to your approach. Your messages were overly aggressive and dismissive. We are not amazon, you had not paid for a rush order or expedited shipping and we exercised our right as a business to refuse service.
We recommend you review your own approach to small businesses on Etsy as reviews and correspondence are extremely important and if you approach other small businesses the way you did us I think you will find yourself is a similar disappointed position.
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Impressed...
This is my second time ordering and I was not disappointed! The euphorbia platyclada I received was lovely and healthy! Il be back again soon!
April 8, 2023
Love my plants thank you will keep…
Love my plants thank you will keep ordering from you guys
March 13, 2023
super plants and excellent delivery…
super plants and excellent delivery time will definitely use this company again
January 20, 2023
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Got s couple of prayer plants from here…
Got s couple of prayer plants from here they are absolutely beautiful great service delivery got changed to the next day but was abs fine with that great wee shop 🌿 🌿 🌿
January 16, 2023
Reply from Cassandrasplants
Hi Malgorzata
Thank you for your review! We hope your plants are happy in their new home.
Many thanks
Cassandra’s Plants
The plants are beautiful and was well…
The plants are beautiful and was well packed I will definitely buy again xx
October 19, 2022
Reply from Cassandrasplants
Hi Lesley
Thank you for your review. We are so pleased you are happy with your new plants!
Cassandra’s Plants
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Useless
I placed an order on 8th September. Nothing was delivered and on the 13th September I received an email:
"Due to an unforeseen stock issue I'm afraid we are now unable to complete your order so we have issued a full refund. We will replenish our stock ASAP so please check our shop again soon."
Firstly, why does it take five days to realise that there isn't stock that's advertised. Secondly, why would you expect a customer to keep having to go back to your website to check if you have something in stock or not? Simple enough to do them the courtesy of sending an email when the stock has been replenished, no?
I then got an email requesting that I write a Trustpilot review. I ignored that and wondered why I was getting a request for a review of an order that they couldn't fulfil. I have now got yet another email chasing a review so here it is. How not to do customer service 101.
Update: I can see that I have a response, interesting to see that it is similar to a lot of other resposes to complaints. The issue always seems to be customer-side with no responsibility taken for anything - not a good sign.
There's very little point in discussing semantics because the upshot remains the same. In fact pretty much proves my point regarding the correspondence that gets sent out. Easy enough to send an email when there is no available stock to say that the customer will be automatically notified when it does eventually come in. Other small companies seem to manage this.
It would also be easy enough to send an actual explanation rather than what was sent and would have saved you having to respond on a review site.
As you can see, sending two 'automatic' emails to people whose orders have been cancelled isn't ideal either. Probably a good plan going forward is not to do this. Spamming people with repeated unsolicited emails when they haven't been able to make a purchase is sub-optimal and not a good use of people's mobile data.
If you are not genuinely interested in customer feedback (and it appears that you might not be), probably best not to solicit it. Having worked in web marketing for some 20 years, this advice is free but acting on it is of course, entirely optional.
September 8, 2022
Unprompted review
Reply from Cassandrasplants
Hi Ruth
Thank you for your review. As you state you placed your order on Thursday the 8th. As we do not ship passed Thursday each week (see our shipping policy) in case plants are held up with the couriers over the weekend, and we are closed Saturday and Sundays, we were not aware of the stock issue until we went to prepare your order for shipping on Monday the 12th. The message states unforeseen stock issue, not that your plant was out of stock. As we quarantine all of our plants for minimum of 2 weeks on arrival to us, sometimes unforeseen quality issues arise during this period. It is rare however as plants are living things this can happen. You ordered 1 plant which was unfortunately from a batch that didn’t recover fully from the transit to us from our growers. As they were not to our usual quality standards we made the decision not to ship the plants and provide customers with full refunds.
The option to check back for stock updates is completely optional. You will have noticed on the listing we also provide a service where you can register your email address to get automated stock updates if that is more convenient for you, however as we are a small business with limited stocks we find most of our customers like to check regularly themselves if they are waiting for a specific plant.
We use trust pilots review service which sends 2 automated emails to our customers upon purchase asking for a review. These are completely optional and can be, as you said, completely ignored if you like.
Reply to update- thank you for your additional comments. You are asking us to send you an unsolicited email; you never requested to receive a back in stock notification, but then seem very unhappy when you have received and unsolicited email asking for a review. If you had replied to the notification you received to say you wanted to know when the plant was back in stock we would of course have added you to the notification list. As much as we would like to automate this process we cannot automatically opt people into these notifications without a request or consent as that is a breach of GDPR law as these are marketing emails. We are sure you can appreciate how important it is for companies to remain GDPR compliant, with you working in web marketing for 20 years.
We do of course take reviews very seriously and our reply was written to provide you with information you had not seen or realised before, such as information in our shipping policy. Even though your purchase was cancelled you are still eligible to review the service you received from us. We are very sorry you are unhappy with the service you have received and will take you feedback onboard to see where we can improve.
Reply from Cassandrasplants
Hi Jamie
Thank you for you review. We have had no email or communication from you over an issue with your order.
Marantas are a trailing species although they do grow upright once they get heavy enough they vine and trail which a lot of people do not realise. However a little droopiness can occur post transit and that’s completely normally considering the changing environments. A good water and a chance for it to acclimate to its new environment and it should be perfectly fine. If you would like any further assistance please pop us and email on Sales@cassandrasplants.co.uk
Reply from Cassandrasplants
Hi Jane
Thank you for you review. However we are a little confused. As per our email exchange, you purchased 2 plant one which just went out of stock. We advised you of this, offered you a swap or a refund and you requested to cancel the whole order as you were moving house and couldn’t accept the delivery. We provided you a full refund.
Many thanks
Cassandra’s Plants
What I ordered looks nothing like the…
What I ordered looks nothing like the picture. The way that the sender used cello tape it was all stuck to the soil almost ripping out the roots. Size was deceiving too.
Won’t be ordering from here again.
In reply to your message:
I only received the plant today. I waited in for the parcel and your courier service didn’t actually try to make delivery so I had to travel to a different destination to pick up the plant.
There are no measurements on your description at all!
The picture that goes with the description looks nothing like what you are advertising.
I am very disappointed and could of literally got this version of what I have from a cheap shop I wanted what I saw on the page.
July 28, 2022
Reply from Cassandrasplants
Thank you for your review. We have not received any prior communication from regarding this issue.
I can see you purchased a 7cm pot parlour palm, the smallest sized palm we have available, and a 13cm cover pot. Hopefully this wasn’t intended for the palm as I can see how that would make the plant seem smaller than anticipated.
All of our plants are sold by pot size and as stated the plant received will be of adequate size for the size of the nursery pot supplied. We use tape to secure the protective wrap used to secure the soil, there should have been no tape on the soil itself or any visible roots. If you have pictures of this we would be happy to review them and see where and how our packaging has failed here. If you would like us to also review what is different to the picture on the website we will be more that happy to do this. Please send them to sales@cassandrasplants.co.uk
Response to edit-
The pot sizes are listed in the first line of every listing description on our website. Where we offer multiple sizes, the pot sizes are selectable from the drop down size selector. The description section is located just under the “buy it now” button so the information is easily available for our customers.
I have looked up the tracking on your order and I can see a delivery was attempted on the 27th at 11:50. Due to there being no answer DPD followed their standard process of then redirecting the parcel to the nearest pick up shop. Please check the tracking information, if the picture attached is not of the front of your building please let us know and we will happily query this with the courier for you.
Many thanks
Cassandra’s Plants
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It’s okay
It’s okay, the plants arrived but it wasn’t in perfect condition. The leaves were tad dry and yellowing up. They had lots of dead leaves as well. I had to repot it and prune it a lot to make it somewhat alive looking.
July 12, 2022
Reply from Cassandrasplants
Hi Asiyah
Thank you for your review we are sorry the plant has arrived like this. If you would like to email us an give us some more detail on which plant on your order you are referring too we will be able to assist you further.
Many thanks
Cassandra’s Plants
Cassandra’s plants order came in great…
Cassandra’s plants order came in great time and the plants were packaged beautifully and safely and were all in stunning condition. Will definitely be using them again.
June 25, 2022
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