Forum Topic

Please support disability friendly business at Xmas

I have been a customer of Wheelers at Turnham Green for many years: buying my Xmas tree there as well as plants and flowers. Last year, I needed to book a delivery slot for my tree as I was recovering from surgery and needed friends' assistance with it: I rang and was told they  would reserve one. I showed up on the day agreed ( about 10.30 am) and after I bought the tree was told the delivery van was full and I couldn't have a delivery; I had to make other arrangements . This year, I approached their staff in the High Road to ask how I could avoid the same thing happening, as I still require help with my tree. Response was that I couldn't: if lots of people had been to buy their trees before me, then that was that. I know this is a busy time from them, but I was disappointed to find they don't extend the spirit of goodwill to disabled people  when it comes to delivering their trees. I wouldn't have known about this unless I had been in this position; I am now going to make sure as far as possible that I support disability-friendly businesses.

Mary Mc vey ● 1387d23 Comments

Hello Mary, Thank you for your feedback about our service on this forum and also for emailing us directly about the issue. Being a loyal customer for many years, you will be aware of how seriously we take customer service, doing our best to serve everyone equally. As such we are very grateful for our ongoing position and reputation in the community. It's regrettable that you have decided to take this public action. I did call you to discuss the matter, to try to respond to your query in person.I have now looked into the matter. Our staff member on the High Road stall has confirmed that you did indeed discuss Xmas tree delivery logistics with him. He informed you that as a salesperson, he was not able to handle your request, and asked you to kindly call or visit the garden centre where our manager could make the arrangements required for your delivery. Seemingly you have interpreted his being unable to help you  as an unwillingness to help you. This of course was not the case.If you would like to call the garden centre on 0208 747 6776, we'll be able to choose a first class Nordmann Fir non-drop Xmas tree for you and arrange delivery asap. Or come in visit in person to chooseyourself. We've got a wonderful range of decorations as well there on offer. And the whole site is highly accessible and disability friendly in accordance with the best practices of retail business.Best wishes,Jason Wheeler

Jason Wheeler ● 1385d

Hello Mary, I'm so surprised at your negative post about Wheelers, I too am now disabled due to 2 illnesses,  and have found the service from James,Liam and Alfie at both Wheeler's CHR stalls to be excellent.

Loraine Pemberton ● 1385d

Great bunch of guys and really go out of there way to helpPost should be taken down now

John Kennedy ● 1385d

I am surprised at this negative post as Wheelers are an absolute asset to the community and have always been really helpful and extremely friendly whenever I go in there. Jason's response has  put the other side to this story which I think is fair.

Helen Whitman ● 1385d

Mary,  If you were  also let down last year why not go to Collins opposite Dukes Avenue/ CHR for your tree.  No need to make an extra trip to an office or make a phone call ( really ?)  they merely note your order and deliver the tree to you on the same day or whenever you require it. Excellent service.

Kevin Mitchell ● 1385d

Mary, stick with Wheelers, they are a fantastic team and excellent product. Reading Jason’s response on this thread makes perfect sense sometimes we misunderstand a situation. I absolutely know they will go beyond to look after your request. I have nothing to do with the business other than being an extremely satisfied customer they always go above & beyond.

Jayne Thorburn ● 1385d

Wheelers were so great during lockdown, delivering pots and plants etc. to us.They’re an asset to Chiswick. Another satisfied customer.

Susan Jacques ● 1385d

Thanks Jason. I did on my email to you say I would be posting here. I was given no such advice : in any event as the assurance I was given on the phone re last years tree wasn’t honoured on the day itself - which was why I approached in person. I was told there was nothing to be done to be certain of a delivery next Saturday , and that stance is in keeping with what actually happened last year. I repeat at no time was it suggested I try last years tactic again.

Mary Mc vey ● 1385d

Thanks Helen. Unfortunately no such advice was actually given and you will see that last year I did ring and was told a delivery slot was reserved but when I turned up on the day and time in question was told once I’d bought the tree that the van was full and no delivery slot held for me.

Mary Mc vey ● 1385d

That’s great to hear Lorraine and I was surprised that on Saturday I didn’t get a more helpful response. I’d been a happy customer for years and kept buying flowers and plants this year despite being let down in the tree delivery last Xmas as mistakes do happen.  I went to the concession and explained what had happened last year  precisely to avoid that happening again. The response that delivery was dependent on how many people had bought their tree that morning already that was disappointing but was an accurate reflection of what happened last year.  I was not given any advice to ring the manager: that is simply untrue. However I did do that last year and was sadly let down despite being told a space in the van would be held for my tree to be delivered on the day.

Mary Mc vey ● 1384d

Hi Mary, Sorry to hear of your experience.  The home where I reside stopped using Wheelers for our trees some years ago when they were very offensive to another resident who was asking to use the drop off point outside the tube station. We have been very happy with the jolly team at Pines & Needles who set up at Acton Green.

Julie Canterbury ● 1384d

Id rather suport a local family co thats supports locals all year round rather than a large co that only supports locals at xmas of which has 32 outdoor outlets over london.Support local outlets,nope throw them under a bus because someone said someone was offensive. Thats debatable depending on the person and characterSupport wheelers,they are an asset and what would we have without them in location.

Julian Pavey ● 1384d

I agree - I love Wheelers they are indeed a real asset.  They are always helpful and cheerful even when standing out in the cold weather

Jennifer Jenks ● 1384d

I'd be more prepared to support Wheelers if they didn't persistently park their vans on the double yellow lines in front of the church.

Peter Evans ● 1384d

We support wheelers, fantastic family and company. Not once in over 30 years have we had any issues quite the opposite stunning service and products all year round. Julian your point is well made, wheelers support the community all year round so we should all support a wonderful local independent business 👏👏👏🥂

Jayne Thorburn ● 1384d

Rule out Sainsbury’s I parked in the disabled bay, left hand one, came out to find an £80 ticket for the offence of not parking between the lines, as far as I coul see there is no line on the  left side of the first bay.

John Southey ● 1384d

It's great that so many people have has a wonderful experience with Wheelers and I completely agree with supporting local business. But please don't decry Mary sharing her thoughts of her experience with them. I'm happy for everyone that has a good experience with local businesses but it's foolish to think there are never times when things don't go well.

Tessa Russell ● 1384d

I agree Teresa after all we are all human and sometimes things don’t go to plan but wheelers don’t deserve any bad press Jason’s response on this thread was perfect it’s up to Mary what she decides moving forward. We all need to learn to give each other the benefit of the doubt and be given a chance to put things right. Wheelers deserve retailer of the decade award or even century 🥂🥂🥂

Jayne Thorburn ● 1384d

Sorry Tessa not Teresa forgive me 😂😂😂🥂

Jayne Thorburn ● 1384d

Well said, Tessa.  There is an uncomfortable tendency on this forum to pile in on someone who expresses a minority opinion.

Alastair Banton ● 1384d

So you wouldn't call Collins of Chiswick a long establish Company, who served Chiswick for many years come rain or shine.Me thinks Bedford Park is a little to protective of a company that hasn't been around as long as the Market stall beside Campbells.https://collinsofchiswick.business.site/

Bernard Allen ● 1384d

That’s not fair, equally I hope people will think twice before posting derogatory remarks about a local independent business. Clearly wheelers are doing something right and all people are doing is putting their experience forward about a fantastic local business. Business is tough at the best of times and now more than ever so credit where credit is due. If people do opt to post derogatory remarks about a local business they must expect some response it just so happens that Wheelers have a fabulous reputation for the majority of people. I think the saying is You can’t please all of the people all the time.

Jayne Thorburn ● 1384d

Best to buy trees with roots or in pots that can then be planted in the garden if you have one, my parents decorated one they had planted in the garden for years, they did have conservatory which was used most of the time overChristmas so the tree was always on view

Janice Evans ● 1383d