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!