CONTACTING US: There are a number of ways in which to contact us (as follows) and our experienced Customer Support Team will be pleased to help with your query:
For general advice our website contains a wealth of information, tips, videos as well as answers to FAQs. Please use it for reference and general advice. We share a depth of useful horticultural knowledge which may well help to answer any queries you have. Our Terms & Conditions, Guarantees, Delivery Information are also clearly explained on the site, as well as the ability to search for plants by category such as soil type, climate etc. Please make use of the website – it really does contain a lot of helpful information.
When you are on the website, you have the opportunity to chat to one of our Customer Support team. An icon will appear and all you have to do is follow the instructions to ask any queries you may have. Our Customer Support team are available Monday – Friday 9.00 am to 5.00 pm. If they are busy at the moment you contact them then there are options to leave a message and they will contact you as soon as possible afterwards – simply follow the prompts online. Again, the Chat function offers many answers to frequently asked questions and via it you can search for useful things like order status, delivery queries etc.
We would be extremely grateful if you could check to see if your query can be answered by exploring the other routes first. If not, and it is necessary to email us directly, please do so using the link here. We will respond to your email as soon as possible. If it is concerning an order, please include your name and order number. We operate email on a chronological basis, answering the old emails first. Please, if you have already emailed us, can you wait for us to respond, which we will do. Sending another email has the effect of pushing the chain to the back of the queue (as the most recent) and can cause delays.
We do not take direct phone calls into the Customer Support and operate principally on email and via our Chat function. In the course of any correspondence it may be necessary to speak by phone, in which case we will ask for relevant details and contact you accordingly. This has proved to be the most efficient way of operating and avoids the frustration and inconvenience of having to wait (for potentially long periods) for a phone call to be answered or returned. Our experience shows that customers prefer not to have to navigate through a labyrinth of call options and then be kept holding for potentially long periods whilst listening to piped music. Contacting us via Chat or email is more efficient.
We assure you of our best endeavours at all times, and thank you for your loyal custom.
Ashridge Nurseries Customer Support