Brilliant customer service. Handle on my spade broke. I phoned, sent some photos as requested, received a replacement 3 days later.

First experience of buying online and there were a few issues with payment and delivery however my feedback was very welcomed and I felt assured that my concerns would be addressed. I received a personal email which was preferable to the usual stock response from an algorithm. When it’s such good personal service it generates customer trust and loyalty. Also pleased with the products. Thank you B & B.

Our garden fork had a small split in the wooden handle and I contacted B&B about it in July. They said I had to contact the store I bought it from first. I couldn't find the receipt so (understandably) the retailer won't deal with this matter. I then discovered on B&B's website that you are supposed to go direct to them after 12 months anyway. This time I supplied photos of the now-broken garden fork – it snapped while lifting some dry grass cuttings. They once again asked for a receipt or a bank statement. I said again that I didn't have the receipt and my bank statement shows a total sale including other plants so not just the amount for that one item. (Interestingly, their website page about guarantees doesn't actually require proof of purchase after 12 months.) I asked if they could tell me the make of the fork and confirm the length of the guarantee at least. I was told they can't do this without seeing it and getting all the measurements. They also mentioned they don't expect proof of purchase of older items but do for newer ones which makes no sense. I've since seen the 2.6 score on Trustpilot and wished I'd know about the issues other customers have been having. I've written this off as an expensive mistake and will not be buying B&B products again.

The hand hoe which I bought was expensive but I assumed it would be of good quality. It claims to be made from stainless steel. I accidentally left it outside for a few days and now it is badly rusted!

I have been researching into buying a new outdoor watering can and was attracted by the positive reviews of the B&B 9 litre waterfall can. Nowhere on their website does it state that the cans are made in China - all information misleads one into thinking they are manufactured in Sheffield! I wonder what is actually manufactured in Sheffield, if anything? Come on Burgon & Ball - be honest and state you no longer manufacture in Sheffield or bring your manufacturing home!! Sheffield - the historic home of steel. My hunt for a new watering can continues ......

I broke the handle of some loppers expecting that B&B would offer replacement parts. Imagine my surprise when the said to return it to the store as they do not ship replacement parts overseas ….I bought these from Australia and had them shipped to the US. Don’t ship overseas? How the hell did they end up in Australia then? Magic? So I’m stuck with a broken set of loppers.

Purchased a knee pad made by this company. Where ever I used it while weeding the lawn the grass is now dead. There must be some chemical leeching out of the squishy padding. So frustrating.

We purchased a stainless steel garden rake some three years ago, and whilst this gave excellent service, it suddenly broke. On inspection, it appeared to have broken at the weld point where the arm is attached to the main fitting of the shaft. We contacted the company, who sent a replacement rake within 48 hours. Excellent customer service. Thank you to Nancy.

I bought a border fork. Wooden shaft shaft snapped on first use. Ironic really as it heavily plays on 90kg breaking strain. Retailer swopped as their guarantee is good. Doesn’t leave me filled with confidence.

Contacted them to ask if I could buy the retaining clip for my topiary shears as the clip had worn out. They sent me three clips FOC!

I can't rate Burgon and Ball highly enough. My garden spade handle broke recently which was disappointing but I took the view that these things happen. I then remembered that the spade carried a lifetime guarantee. Not expecting much in the way of customer service, I telephoned them and explained the situation. Sophie dealt with the issue in a polite, friendly and efficient way which was refreshing to experience. Who said good service was a thing of the past. Many companies could take a leaf out of Burgon and Ball's approach. After sending them a photograph and my address, I received a confirmation email that a replacement would be sent very soon. To my delight, the replacement arrived within two working days. I will be purchasing more of their products as the quality is second to none. Well done Burgon and Ball. P.S. Sophie is a credit to your company and deserves praise for her professionalism!

Yesterday I bought a Burgon and Ball razor hoe at RHS Wisley. I wanted a British made tool and inferred this was such from the ‘Sheffield England’ it says on the handle and ‘since 1730’ on the label. Imagine my massive disappointment and anger then on seeing Chinese characters on the blade once I’d remove the cover when I’d returned home!! Sadly, it seems I’ve been misled and will return the tool when I next visit the store and will avoid their products in future.

Excellent service from Nancy, Many thanks indeed. Jean S

I have a pair of small secateurs that I love but the casting cracked today. I called to explain and after sending a couple of pics they are replacing them and they are in the post already. Often tools quote lifetime guarantee but Burgon and Ball live up to their promises. Brilliant customer service from Sophie too.

I got a Burgon and Ball Border spade and ladies fork as gifts and was really pleased with them. The spade in particular is fabulous as it has a pointed end so is really easy to dig into the ground. It is light and small enough to dig around plants, but it also easy to shovel mulch etc. I have had these since 2017, and have treated them well, but the handle broke on my spade and one of the tines on my fork was bent. I phoned the customer service and spoke with Malcolm who was really efficient. He advised me they had a lifetime guarantee, and lo and behold, there were no "wear and tear" clauses or "wrong weather to be digging" etc you expect companies to come out with. One email with photographs, and Malcolm had arranged for replacements to be sent to me! I am absolutely thrilled with the design and usability of these products and the service offered by Burgon and Ball and notice card labels are attached with string not plastic which is even better. (I see a few people have complained about this in the comments, so they seem to have listened)

It's important for organisations who position themselves as being "environmentally aware" with FSC and RHS accreditation that they don't go and undermine it by thoughtlessly putting plastic laminated labels on their products. These aren't recyclable and would contaminate clean recycling. Bar code 5 019360 008491.

I wear knee pads in the garden mainly to protect my knees from damp which is necessary at my age. I bought a pair of Burgon and Ball knee pads two years ago which are no longer of any use as the velcro on them is rubbish. They fall off as soon as I bend my knee.

I base my comment only on my experience of this company's lawn rake. Whilst it looks good, enjoys RHS endorsement and has a life-time guarantee it represents poor value for money. I am now on my third rake (under guarantee), the first two having broken in an identical fashion after a couple of uses. The welding of the tines appears to be very poor and fails quickly. My retailer said that I was not the only customer to return this rake with the same problem. This is really not acceptable for a tool that is priced at the expensive end of the market. I trust that Burgon and Ball rigorously reviews returned products and is undertaking remedial action with its manufacturer.

I had quite a small purchase that was a little damaged on arrival. Their prompt response, including a refund on my return postage, as well as a quick replacement of the item and personable attitude, was excellent.

ONE TELEPHONE CALL!!!!!! This is all it took for Sophie at Reception to respond to my cry for help. I had lost the small screw securing one of the blades to my garden shears. Sophie sent me not one but THREE replacement screws. Great service above and beyond the generally expected levels of service. Thanks Sophie and Burgon and Ball, in my book you are all stars.