Security Incident FAQ

How were you alerted to this cyber-attack?

Our IT Systems have alerts in place for such events. These alerts were triggered and our IT team immediately responded by disabling all internal and external systems access.

Do you know who/where it's come from?

Those responsible for the unauthorised access have not made themselves known. We are conducting a thorough investigation to find the source and the full extent of the incident.

Have any customer details been compromised?

Whilst we can confirm that payment data has not been compromised, it has not yet been possible to establish the full extent to which any other data (e.g. name/email address) may have been affected and that is why we have informed the Information Commissioner's Office. We will update you should we discover anything further on this.

What action have you taken?

As a precautionary measure, we disabled all internal and external access to our systems whilst working with external forensic cyber-security experts to investigate the incident and complete recovery work. To protect our customers and the business we have also made some immediate protective changes to further strengthen our security position.

Do I need to change my password?

No, you do not need to change your password as there was no breach to our website. This is a third party platform and held outside of our own systems.

What are you doing to prevent this from happening again?

With our technology and security partners, we constantly review and update our systems to make sure they are as secure as possible. We are taking all the necessary steps to understand this incident and continue to invest time and systems to protect ourselves against future incidents.

When do you expect to get back to normal?

Serving our customers has been a key focus and our IT teams have been working 24/7 to allow our Stores, Website and Customer Services to continue to operate. Whilst there have been some interruptions to service both in-store and online these have largely improved and we anticipate Click & Collect and Next Day Delivery services to resume shortly.

When will I be issued my new quarterly Together Card loyalty vouchers?

We have extended the current quarter for you to spend your Loyalty points until Tuesday 19th April 2022. The new quarter and your loyalty vouchers will be issued in the following week.

How can I contact you?

You can reach our Customer Services team via email or telephone by following this link Contact Centre

I have shopped in your store and didn't receive my loyalty points

Below is the list of stores, whilst open, remain unable to process loyalty points until 20 May 2022. If the store you normally visit is listed below, please retain your receipt and contact Customer Services on 0121 313 6050 who will be able to manually add your points to your card.

  • Avenue Garden Centre
  • Ayr
  • Blackpool
  • Boscombe
  • Blackburn
  • Bridlington
  • Basildon
  • Broadstone Mil
  • Beverley
  • Caterham
  • Chelmsford
  • Corby
  • Camberley
  • Douglas Isle of Man
  • Falkirk
  • Gillingham
  • Glasgow Braehead
  • Glasgow Forge
  • Gloucester Garden Centre
  • Haverhill
  • Heighley Gate Garden Centre
  • Hull
  • Huntingdon Garden Centre
  • Harlow
  • Lancaster
  • Lowestoft
  • Lakeside
  • Mere Park Garden Centre
  • Newmarket
  • Newry
  • Peterborough
  • Poole
  • Rochdale
  • Rotherham
  • Ramsgate Garden Centre
  • Royston Garden Centre
  • Redhill
  • Rhyl
  • Sidmouth
  • Stockport
  • Shipley
  • Swindon
  • St. Albans
  • Sidcup
  • Torquay
  • Taplow
  • Wigan
  • Wellingborough
  • Woodley
  • Westwood Cross
  • Weymouth
  • Wickford