Gardener's Supply Company

1. Did not notify me by email that couldn't deliver my order for at least six weeks. And did not offer me option to cancel like a reputable vendor would do.
2. Telephone calls to customer service wait times range from twenty minutes to over an hour.
3. Customer service rep told me she cancelled my order, BUT she said emailing me confirmation of that was "impossible".
4. Four days later web site still shows my order "pending" rather than cancelled.
5. On-line chat says "wait time for assistance approx 2 minutes" then says "nobody available to help me".
6. All the seemingly eternal times I was on hold waiting for "customer service" the recording was telling me what great service I was going to receive.
7. So they took my order, put a hold on my payment amount, will not cancel my order & lied to me about that.
8. No way will I ever order from this vendor again!

Ordered an item a week before Mother's Day only to find out that it is on back order until 29 August. Tried calling to cancel the order and got a recording saying hold time was 45 minutes, so I emailed them (2X) without any sort of response after almost 2 weeks of waiting. I am presently on hold for 10 of what they tell me is still a 45 minute wait time :(

After being on hold for more than 20 minutes, as I was trying to put the order together the rep, who seemed very inexperienced, was nonexistant and call contained without her.So, I had to hang up.
They claim great customer experience!

Am very disappointed in your customer service. I called yesterday and waited at least 45 minutes before getting disconnected. So sent email with specific questions and received below response from you which didn't come close to giving me the information that I need to place an order with you. I am a glutton for punishment so I tried today to call you. Waited at least 1 1/2 hours on the phone before again I got disconnected (something about trouble with your systemfrankly that is an understatement). As you can see, your wait time notification of 45 minutes when calling in is no way accurate. In fact, I don't think you ever answer the phone!

Ordered reed fencing which arrived and proved to be the
Most shoddy merchandise I have received in a long time.
To top it off the merchandise was shipped by some other warehouse outfit in a box that was at least 4 times the size of the merchandise,
Sloppily taped together and open at one end. A miracle the merchandise was still in the box.
After this experience would not buy from them again!

I spent an hour and 15 minutes on hold after waiting a month for a hammock. I was told they set one aside for me and it would be shipped out today. I just got an email informing of the exact opposite. They canceled my order because they no longer have them in stock. Now it has been so long that every other retailer is also out of stock and I completely lost out due to gardeners.com lying to me. I checked reviews for this site before making my purchase and was weary because of the bad reviews I found but figured I would give them a shot. Big mistake!

After waiting weeks for the missing parts needed to assemble my expensive purchase, I received a shipment that was again missing parts! I should have been sent twenty pieces and received 15. So I have a pile of useless parts siting here and am out of pocket for more than $425. Idiots! I do not recommend this company for anything.

I ordered Gracie arbor on May 18. The product looks beautiful, unfortunately, Gardeners could not deliver it. I was waiting for over 2 weeks, called customer service 3 times, was told "it's coming directly from the vendor, and we cannot contact the vendor (!)". And, "it's usually 48 hours before it's shipped and you receive a tracking number". On the next call "it takes up to two weeks to ship". On the next call "it takes up to 9 business days to ship". On the 3rd and the last call, after 2-week wait "It's on the back order".
I can't even express my frustration. I have two trees waiting to be planted after the arbor installation. I told that to the customer service begging them to find out for sure what's happening with my order. It's too hot here in June and the trees now may die because they delayed a simple investigation for so long.
Never again am I dealing with this company. They only look real.

In April we bought a watering can star shower and loved it. In late June we had an unexpected heavy midnight storm that damaged the display, and it would no longer light up. We talked with Gardeners but didn't expect anything since this was in no way their fault nor a defect in the display. This very pleasant lady said "We stand by our products." Yesterday in the mail we received an entirely new watering can star shower. Now that's a company that truly does stand by it products snd customers. We highly recommend the star shower as it adds beauty to any outdoor setting. But if you get one make sure you get it from Gardeners, not one of the imitations.

I made a mistake to place an order with this company. My first and last time! They had some items on back order. I've tried to cancel, but there's no way to cancel online so you have to call and wait for an hour or more, plus listen to the same message every 20 seconds! I couldn't get through. So they sent a second item and overcharged me for It. So now I have to call again, 4th times and listen to the same thing for another hour. Never order anything from this terrible company! Stay away is right!

I ordered an expensive planter box. My confirmation email stated it was in stock and will be shipped. 14 days later I received no communication from these people. I finally called, to receive a message it will be a few days before a message is returned. I went online to see the status, and lo, the box is backordered! I could have ordered elsewhere during this time. My other garden items ordered elsewhere all were delivered. I will never ever shop at gardeners supply co again. Nor recommend them.

I thought this company was reputable so I didn't search current reviews. I wish I had as they have a lot of problems. I bought an item in June and then suddenly the same order showed up in my email in August. Next thing I know they have billed my credit card again. I called and told them I did not place that order. The customer representative argued with me and said "Yes you did." Only after I insisted I had not ordered this item twice (I wasn't impressed with it to begin with), he said he'd give me the money back but not the shipping which was about equal to the item. When I protested, he said he'd give it all back, gave me a confirmation number. But days later only half was returned. I emailed them but still haven't heard back. I called but the wait time was so long I hung up. Now I have to dispute this charge with my credit card company. My advice, don't do business with this company!

I ordered the rooster and blue bird solar lights. They arrived quickly and packed with care. Both solar lights are bright and beautiful and a welcome addition to my garden. The salesperson who took my order was polite and helpful. No hesitation here... I highly recommend these products.

I ordered composting worms on April 10,2020. The order never arrived to my Michigan address. Instead, the order was shipped to Tennessee. I emailed the company several times and finally on May 10,2020, Liz from their office acknowledged their error and wrote to me that I would be refunded the amount.
I cancelled the worm order and went to another company for the worms.
As of June 11,2020, I still have not received a refund but in fact was billed by the company again for an order I never received.
I have emailed them almost daily and called several times. They do not answer their phone and do not allow for messages to be left.

This company is horrible. Do not order from them. They are either totally incompetent or just plain crooks.

I am a Master Gardener and I love your products. Recently I have bought over 20 of the water reservoir container gardening accessories and they are great. I have spent money over the years with your company and I am absolutely appalled that you have the nerve to charge $20 shipping I'm a box that weighs less than 2 lb! It's absolutely unacceptable and I really do not want to do business with you anymore until you do something about this. In this day and age when 90% of the companies provide free 2-day shipping you should be ashamed. Thank God I had another coupon found to the internet but I still believe it's wrong that you charge so much for shipping I really do. A longtime customer who may not come back.

My credit card was charged even though I did not place an order. I repeatedly emailed them in order to fix the problem, but never received a response. I have spent several hundred dollars with this business, but I will never purchase from them in the future.

My second order was a disaster. I saw their offer on Amazon but went direct to them and placed the order which indicated the product would be delivered June 12 and they would send shipping info soon. On June 16 I asked when I could expect the shipment and was told never because they had suppler problems. Why didn't they notify me earlier?

This company has terrible customer service!
Told us that they will not charge us for a product never received and ordered a month ahead of time! Told that we didn't want it after all this time and yet charged us anyhow! FTC NOW!

When I first ordered items online I was told items were in stock. When they didn't show up up for 3weeks I called the company. The phone message goes on to says that you will be happy with there customer service... after being on hold for 63 minutes, I got a massage to call back! And they put the phone down!
I then emailed and let them know how f. Disappointed I was and that is not customer service.
The orders I put in where in the middle of April. I received the last back order this week. I did email them 5 times over the last few months to find out where my products were and how long will it take to get them, but I didn't get a reply. When I did get a shipment, some items listed on the packing were not shipped. IT took another 2 attempted calls and 3 emails to get them to refund me the costs. I am still waiting for the refund! Don't be fooled by this company!

I ordered expensive planter boxes. The invoice said in stock will ship. After ten days, the order was still open. Another 10 days, it shows backordered that changes by one day every day. I have emailed 3 times with no answer to any of the emails. Try and phone them - you are on infinite hold! This is probably the worst company I have ever dealt with. They must spend all their money on false advertising and mailings. The BBB should beware!

We received two compost bins totaling $400.00. The description said they were insulated, study and had air vents. Not true... they are not insulated, have funky little plastic air openeings. The plastic bins are cheaply constructed, arrived with two broken pieces, snap together in a very unstable manner. I spent a day trying to get through to the company, on hold twice for 50 minutes each time. Come on Gardener Supply you can really do better than this.

One order of 3 products approx $200, which resulted in one product not included in the shipment ($39.95) even though the tracking indicated that it was, one product was the incorrect color ordered valued at $69.95. Impossible to get someone to answer the phones or emails. The emails are always pre-canned and never the issues never get addressed or get resolved. It is easier to speak contact the IRS or SSA! I can't even contact them to cancel an order that I placed before I had this awful experience. I ordered a product from them via Home Depot and had a great experience, go figure! Note to self, never go to them directly.

I wanted to patronize an employee owned business so when I found some items that were not readily available elsewhere, I jumped at the chance. What a disappointment! It has been over a week and the items aren't even prepared yet for shipment. Amazon this is not! Worst of all they use UPS SurePost which means you will get a delivery notification that is not to your home but to a post office for further distribution. We thought our package had been stolen and were ready to call the police. So you can't track your package, can't expect prompt delivery, Nothing. I will never order from them again