Garden Centre Order Delays and Communication Issues
Rathwood Garden & Living Addresses Customer Delays Following Supplier Collapse
Rathwood Garden & Living, one of ireland’s largest garden and outdoor living retailers, has issued an apology to customers experiencing meaningful delays with orders. The issues stem from the unexpected management of Mercer Agencies, a key supplier accounting for over 70% of Rathwood’s supply chain, earlier this year.
for over 30 years, Rathwood has been a fixture on the Wicklow-Carlow border, expanding its reach with concessions in other retail locations and a thriving online store. Known for its popular family events, particularly around Halloween and Christmas, the company has recently faced mounting customer dissatisfaction regarding order fulfillment and interaction.
Customers reported lengthy delays, repeated rescheduling of deliveries, and cancellations with limited description. Frustration peaked in recent weeks as concerns grew over outstanding orders and difficulty contacting the company.
Rathwood’s Managing director, James Keogh, acknowledged the problems, stating the collapse of Mercer Agencies ”forced us to rebuild huge parts of our operation and the reality is that some of our customers were affected as an inevitable result.” he emphasized the severity of the impact,highlighting the extensive disruption to their supply chain.
As early summer, Rathwood has taken steps to address the issues. The company secured a multimillion euro cash injection from a strategic investor, allowing them to restore core brands, forge new partnerships, and implement improved systems. Customer support teams have been substantially expanded, with 90 staff redeployed from the on-site restaurant and events programme to handle inquiries.
“Orders were delayed, lead times increased and communication sometimes fell short of what we expect from ourselves,” Mr. Keogh admitted. “We’re not going to shy away from that. We certainly know we let some people down – and we’re truly sorry.”
As a gesture of goodwill, Rathwood is offering vouchers for its restaurant and the popular Santa Train experience to customers impacted by delays. The company is committed to resolving outstanding issues and anticipates the majority will be settled by the end of the month.
Rathwood Garden & Living is working to rebuild its operations and restore customer confidence following a challenging period. The company aims to deliver on its commitment to providing quality garden and outdoor living products and experiences.