Name: Just Artificial Group Ltd
Address: Upper Offices,Old Grand Garage,Thornton Road, Upper Offices,Old Grand Garage,Thornton Road, Lancashire
Rating: 4.29

“To be honest I wouldn’t have even given 1 star , but no stars was not an option. Grave wreaths ordered in November and didn’t arrive. Emails were hit and miss and some not even responded too. Totally disrespectful and disgraceful customer service . If I do not get a response , I will take this further. You cannot treat people like this and get away with it ! I hope you feel proud of yourselves !”

Helpful Report

Hello, Thank you for your review and we are sorry to hear this. The business is now owned by a new company from 2025, customers awaiting refunds have been refunded or they are being dealt with and all issues have now been fully resolved going forwards. We appreciate this won't offer much comfort to those affected but we as a new Company will be positively moving forwards and have put strategies and procedures in place to ensure there is no future repeat of these issues. Thank you. JustArtificial.co.uk

“I have had loads of orders form here before no issues. Placed an order almost 2 weeks ago and not received my order, tracking number isn’t working, phone is saying it’s not in service and emailed but no response.”

Helpful Report

Hello, Thank you for your review and we are sorry to hear this. The business is now owned by a new company from 2025, customers awaiting refunds have been refunded or they are being dealt with and all issues have now been fully resolved going forwards. We appreciate this won't offer much comfort to those affected but we as a new Company will be positively moving forwards and have put strategies and procedures in place to ensure there is no future repeat of these issues. Thank you. JustArtificial.co.uk

“Very poor service, ordered an item, waited ages, only to be told they are shut for two weeks and when they are back they are doing a stock take, wow guys, well done for putting the customer first....... How long do I wait for the refund????? Absolutely horrendous customer service”

Helpful Report

Hello, Thank you for your review and we are sorry to hear this. The business is now owned by a new company from 2025, customers awaiting refunds have been refunded or they are being dealt with and all issues have now been fully resolved going forwards. We appreciate this won't offer much comfort to those affected but we as a new Company will be positively moving forwards and have put strategies and procedures in place to ensure there is no future repeat of these issues. Thank you. JustArtificial.co.uk

“Ordered a small item, received an email saying they were stock taking so it would be delayed, when I chased the order they tell me they don’t have it. Very annoying. Hopefully they will be quicker at refunding my money.”

Helpful Report

Hello, Thank you for your review and we are sorry to hear this. The business is now owned by a new company from 2025, customers awaiting refunds have been refunded or they are being dealt with and all issues have now been fully resolved going forwards. We appreciate this won't offer much comfort to those affected but we as a new Company will be positively moving forwards and have put strategies and procedures in place to ensure there is no future repeat of these issues. Thank you. JustArtificial.co.uk

“Bounced a refund of £59.90 after a few months then bounced it on Paypal, avoid at all cost.”

Helpful Report

Hello, Thank you for your review and we are sorry to hear this. The business is now owned by a new company from 2025, customers awaiting refunds have been refunded or they are being dealt with and all issues have now been fully resolved going forwards. We appreciate this won't offer much comfort to those affected but we as a new Company will be positively moving forwards and have put strategies and procedures in place to ensure there is no future repeat of these issues. Thank you. JustArtificial.co.uk

“Order silk hanging basket 5 th May. Did not arrive to June . Cannot understand why it take a month to arrive . Will not be ordering again.”

Helpful Report

Hello, Thank you for your review and we are sorry to hear this. The business is now owned by a new company from 2025, customers awaiting refunds have been refunded or they are being dealt with and all issues have now been fully resolved going forwards. We appreciate this won't offer much comfort to those affected but we as a new Company will be positively moving forwards and have put strategies and procedures in place to ensure there is no future repeat of these issues. Thank you. JustArtificial.co.uk

“Ordered On 5 th May have not received my silk yet . We are now in June have still received. it's disgusting .”

Helpful Report

Good afternoon, thank you for leaving this review. We're sorry that the delivery of your baskets was a bit longer than we had expected. During busy periods, it can take extra time for us to ship an order, especially if the products are hand planted, as our baskets are. I can see that you received your order just 4 hours after this review was left so we hope now that you have seen the quality of these, you are more pleased. Looking through the email chain, we provided updates back to back which stated when we'd ship the order, we followed through with this but unfortunately the courier had caused a delay in delivery. We're more than happy to contact a courier and do what we can to get a parcel moving asap so should you choose to shop with us again, please keep that in mind. Please accept our apologies for your experience not being as good as it should have been.

“Their advertised telephone number doesn’t work, long delays, as permits of other reviews and no communication. Soon get back to you on here though! Avoid.”

Helpful Report

Good afternoon Dave, thank you for leaving a review. We're sorry to see it is only 1 star. We are also sorry for the delay in dispatching your order. I'm afraid, as explained via email, that we have a lot of orders in our production queue which is resulting in unfortunate delays that can't be helped. The phone lines are in the process of being fixed as we have been with out them for a few weeks due to them going down unexpectedly. I'm sorry that no one will have been able to take your calls because of this. I can see that we hadn't got back to you immediately due to a draft being left unsent, we have since got back to you with an update via email. We're sorry about this too, we can understand that lack of communication can be frustrating, it was never our intention to not provide an update sooner. If you have any more concerns, please feel free to email us and we'll do all we can to assist you. This order is due to be shipped in the coming days.

“Justarrifical complaint A very unhappy customer with Just Artificial - I placed a £300 order of 4 hanging baskets, after days of searching I choose a particular colour and said they maybe a small delay in delivery but around a week. After 2 weeks of waiting I messaged customer services and told me they’re is a 2 weeks delay and please wait. After a few days I had a message from Just Artifical to say the colour I have chosen is not available and would I like another colour but because these were the only colour they had on offer that I liked I would go with a refund. 4 WEEKS LATER I have chased and emailed customer services and they keep saying they will refund me and it will be a few days long and here a MONTH later waiting for my refund. This is a disgrace and I have not reported this to Trading Standards and posted this across all online as this is not on and only take a few buttons to be pressed for a refund to be issued. I will never be using this company again and beware to other customers that may want to order just be careful.”

Helpful Report

Hello, Thank you for your review and we are sorry to hear this. The business is now owned by a new company from 2025, customers awaiting refunds have been refunded or they are being dealt with and all issues have now been fully resolved going forwards. We appreciate this won't offer much comfort to those affected but we as a new Company will be positively moving forwards and have put strategies and procedures in place to ensure there is no future repeat of these issues. Thank you. JustArtificial.co.uk

“Very very slow delivery. They kept telling me it was the couriers fault but actually they had never sent it. Still haven’t received my item over a week later.”

Helpful Report

Good afternoon, thank you for your review. I can see that we have responded to your emails earlier today and provided the latest tracking update, which shows delivery TODAY between 12:30 and 14:30. Unfortunately, your most recent emails were sent out of business hours so we didn't get a chance to respond before you left this review. We had been honest with you from the start regarding the courier delays and that in fact the collection was made on Thursday. Therefore, with delivery today, this is actually arriving 2 working days after dispatch, faster than the usual standard delivery. The issues we had were with the parcels and the Evri system, as they could not be scanned or collected. We found a solution as quickly as possible and got your order on the way to you. We hope that once you receive the ivy, you'll be very happy with the quality. Once again, we're very sorry for the late dispatch of your order. We wish it was in our hands so that it was resolved sooner.

“Was told it'd be 3-5 working days, took 12 days to get to me (8 working days). No communication about this even when I emailed the help email to ask about this. Arrived and looked like any other fake plants just twice as expensive that I felt aren't worth the price tag. Very disappointed for the long wait and a low quality product and no communication. Also the box was damaged, I understand this is most likely due to the delivery company used and not Just Artificial Ltd. but you'd expect better. Wouldn't order from here again and would advise against it”

Helpful Report

Good afternoon Heather, thank you for your review. We appreciate you leaving an honest review of your experience. Unfortunately, this took longer than we would expect for dispatch and delivery, we're very sorry for this. The order was placed after the same day dispatch cut off on the Thursday, we were then closed as a one off on the following day, Friday. This meant that the soonest we would have been able to dispatch this order would have been Monday. I can see that the order didn't leave until later in the week, this was due to having staff off because of illness and some courier issues which are now resolved. Again, please accept our apologies for this and for not contacting you to let you know what was going on. I have had a quick look and can't find any messages left regarding this order on our online chat, due to how busy we were and staff shortages, we had nobody manning the live chat last week. All of these things together resulted in the delay in getting your order. This usually isn't the case and we don't tend to have so much factor into the delivery as we did on this occasion. It would seem that your order was on the end of a very unfortunate streak of events so we hope you can consider that this was a rare event and not how we normally function. We'll be in touch via email soon to see if you'd like to return the item since it isn't as expected.

“Very disappointing company. It all started when they dispatched the wrong item. I had to chase them to have it collected and I still haven't been refunded despite countless calls and emails over more than a month. Would give no stars if I could.... would absolutely NOT recommend”

Helpful Report

Hello Calista, thank you for leaving a review. We're very sorry that your experience with us hasn't been very good. This isn't the level of service we would expect to give any customer and for that we wholeheartedly apologise. I have spoken to the accounts department who advise that the refund was issued yesterday. It may take a day or 2 to show up in your account.

“I can’t write a review because l'm still waiting for my order from the 27th January!”

Helpful Report

Good morning Anne, I am very sorry to hear this. I have sent you an email this morning regarding your order as the delivery was refused. Please get back to us via email so that we can put this right for you. Please accept our apologies for the delay.

“Delivery was fine, what I ordered I was later told was out of stock, very quick response via e-mail to sort out issue however plants I received where not the best of quality for the cost”

Helpful Report

Hello, thank you for your honest review and the feedback. We're very sorry to hear that the substitute items were not up to the standard you'd expect. If you'd like to discuss this further and for us to exchange those items, please drop us an email and we'll do what we can to resolve this for you.

“Unable to provide the plant I wanted despite it saying it was in stock on the website. Although I was offered alternatives none were right and so I requested my order be cancelled. I was advised that the refund may take 14 working days. I thought this was a long time, but I gave them the benefit of the doubt. After the 14 working days passed and with no sign of the refund or communication from Just Artificial, I chased up and was told it would be done in a couple of days...one week later still no refund. It's now over a month since my order was cancelled and they don't seem to be any closer to refunding me the money.”

Helpful Report

Hello, Thank you for your review and we are sorry to hear this. The business is now owned by a new company from 2025, customers awaiting refunds have been refunded or they are being dealt with and all issues have now been fully resolved going forwards. We appreciate this won't offer much comfort to those affected but we as a new Company will be positively moving forwards and have put strategies and procedures in place to ensure there is no future repeat of these issues. Thank you. JustArtificial.co.uk

“Dreadful colour”

Helpful Report

Hello, I am very sorry to read this about the sweet peas, they are usually praised highly due to their quality and realism. I have dropped you an email to get some more feedback, to help us going forwards.

“The plants are not what I expected. They are too small.”

Helpful Report

Hello, thank you for your review. I'm sorry that you found the products too small, our website displays the heights of each product. If you feel like we could add some extra information to help future customers, please let us know. I hope that the size didn't take away from the quality of the itens.

“Absolutely dreadful company to deal with. I am sure the products are very good (if they ever arrive), as suggested by some reviewers however, ours did not arrive and as such, we requested a refund of around £500. Many email requests for this were made all without successfully receiving a response. Several dozen telephone calls then made to the telephone number on their website which does not get answered. Being in business ourselves, we do not like to leave bad reviews however, I honestly do not know how this business operates and why it would want to operate so very badly. We just want our money back for the order we placed in good faith, and if having to resort to writing a public review to get the money back then that is such a shame. Sort your customer service out. Sort your telephone system out and then that way, you may get repeat orders but as it stands, I would certainly NOT recommend this company.”

Helpful Report

Hello, Thank you for your review and we are sorry to hear this. The business is now owned by a new company from 2025, customers awaiting refunds have been refunded or they are being dealt with and all issues have now been fully resolved going forwards. We appreciate this won't offer much comfort to those affected but we as a new Company will be positively moving forwards and have put strategies and procedures in place to ensure there is no future repeat of these issues. Thank you. JustArtificial.co.uk

“Awful company..id give 0 star if could....placed order...to then chase up and find out item had been discontinued...offered replacement which wasnt sufficient so requested refund...after requiring about refund i was told usually 7 days....15days later im still waiting...sent emails had no reply.....so annoying quick enough to take money ...especially when issue was companies fault due to advertising a discontinued product.. i have escalated my issue....id recommended you stay away from them...”

Helpful Report

Hi Belinda, I'm very sorry to see your negative review. Please accept our apologies for your experience, we can assure you this isn't ordinary. With regards to the product being discontinued, we didn't know until we went to place an order for the item. Both ourselves and our suppliers sell thousands of products so sometimes there is the occasional slip up or we miss that an item has been discontinued, especially if it hadn't been sold in a while. We've been extremely busy over the last few weeks so we may have been a little bit slower than usual to reply to emails, I can see that generally we have replied to each of yours on the same day. I'll speak with the accounts department now and drop you an email about your refund.

“Ordered artifical begonias that said were in stock, 2 weeks later still not arrived was told waiting for a 2nd plant as i had ordered 2 of each. Why ??? So i cancelled order and im still waiting for over a week for my refund, told them i will put a dispute in with paypal their response was it will take longer if i do that. Sorry but i dont care and you can deal with paypal. Disgusting company”

Helpful Report

Hello, Thank you for your review and we are sorry to hear this. The business is now owned by a new company from 2025, customers awaiting refunds have been refunded or they are being dealt with and all issues have now been fully resolved going forwards. We appreciate this won't offer much comfort to those affected but we as a new Company will be positively moving forwards and have put strategies and procedures in place to ensure there is no future repeat of these issues. Thank you. JustArtificial.co.uk

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 75%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.2 out of 5
Returns & Refunds
Refunds Process	Difficult

Just Artificial Group Ltd Reviews