Gardener's Supply Company

Two months after placing an order more than half the merchandise has not been received, and there's apparently no way to get those turkeys at Gardener's Supply to answer their phone (their phone message always say that there's a 45 minute wait and then after that you still can't reach them) to inquire about the status. Unless you love frustration (and high prices), STAY AWAY.

They will take your order, never send your products, never communicate with you. They do not respond to your messages or return your phone calls. I ordered 2 flower box stands from them and it has been over 6 weeks and I have yet to receive them nor have I received any updates either by phone, email or message in a bottle. SAVE YOUR TIME AND MONEY... DON'T SHOP HERE! Charles

I ordered a trellis and they failed to send it. NO RESPONSE to calls, email or claims. They just took my money and ran. VERY POOR CUSTOMER SERVICE. Fraudulent service. I will not be ordering anything from them again.
Derinitely

Would have given zero stars, but you can't. Ordered an instock item on Friday. Recieved no follow up info about order. Called Wed and the lady assured me my order shipped on Wed. No product showed up, called the following Friday, on hold for a TOTAL of 40 mins to find out the product has not shipped yet? The guy said "that's the way we do business". DO NOT BUY FROM THESE PEOPLE. ZERO customer service skills. They do not know how to run a shipping department. Plus, I don't even know how good the product is, I have to wait 4 + more days to find out. What a JOKE of a business. Wait, calling them a business is too kind, what a JOKE of a place.

Still have not gotten my seeds. They say they were delivered. Be careful. A sham company. Disgraceful!

SCAM SCAM I ordered 3 plant stands with grow lights to begin my seedlings. I never received my order and no one answered my emails. We called the credit card company to inquire about who this payment went to and it went to an ENERGY COMPANY in CHINA! CHINA! We shut down our credit card for fraud to recover our money! DO NOT ORDER anything. The positive reviews are fake ones the company puts on here,

I ordered a vertical herb garden. They did not tell me it was backordered and not in stock until September 2020, I'm writing this in May. I have attempted waiting on hold, first time was 50 minutes and never picked up. I've sent (4) emails cancelling my order and still have not had a confirmation of cancellation or a response. DO NOT ORDER FROM THIS COMPANY! YOU WILL BE DISAPPOINTED.

I ordered an LED light stand system back in January, it showed in stock and available at of order. After I didn't receive the order, I contacted their customer service number, waited at least an hour to reach someone, was informed that the the item was backordered and would be shipped at the end of April. That was obviously too late for spring planting so I ordered an "in stock" more expensive LED light stand, after 2 or 3 weeks, that had not arrived, sent an email, no response after several days so I called their customer service number, waited over an hour to speak with someone, they apologized, said emails is days behind and said it would be shipped soon. FINALLY received the system, directions were horrible, was missing several machine screws and two main side rails were defective, needed replacement. Contacted customer service, waited an hour to get through, they promised immediate shipment of the replacement parts, etc. That was two weeks ago. I'm planning to return the item once I get past planting season. Net-net, very hard company to do business with.

I ordered planters that were listed as in stock items. Website stated five day delivery. My credit card was charged. When items had not arrived a month later I tried to call, was not able to speak to anyone. I emailed 3 times and did not get a reply. Called again, Was put on hold for 45 minutes. Person that answered said my order would be shipped that week. Two weeks later I got an email saying that the items had shipped but with no tracking number. Items never arrived. I emailed twice more before I got a reply. The reply stated that the items were never shipped and had never been in stock, had to be custom ordered but they had never ordered them and now they were no longer available.
I just found the same planters on Targets website, they are not a special order, they are less expensive, no shipping fee, they have them in stock and will arrive in 2 days.
Gardeners supply made no attempt to rectify the situation or make up for stringing me along and miscommunicating multiple times for eight weeks.

I'm amazed by the rudeness of customer support. I won't be spending any money with these people again.

The product quality is poor based on the price, shipping is excessively high, and to add insult on top of it you have to pay shipping to return. Would not order from them again.

Very, very slow processing from ordering to shipping. Was one month. Ridiculous. It took so long to get it shipped that I was not sure if I paid.

I ordered corners and extensions for a raised bed on 4/8/2020. After two weeks I received half the order, which is totally useless without the other half - You cannot extend a bed if you do not have corners. Their website said the corners were backordered until the next day. Every time I checked the website afterwards the backorder date was always the current day plus one. In other words it was always coming in tomorrow. When you call, no matter when or how often the automated system says you will have to hold 45 minutes or you can email. I held half a dozen times over the next 30 days, sometimes longer than 45. I also emailed three times and have yet to receive a response from the company after 60 days. When I did finally talk to agents after incredible wait times and an obnoxious phone message loop (try calling them and see), they never seemed to have any information. It was always... oh we have them in stock now and it should be shipped out soon. It never was. Finally after 45 days I got hold of a woman who seemed to be competent. She told me that the corners were backordered till August. She offered to send a label so I could ship the extensions back and she would cancel the order. We did receive the labels and I shipped the product back immediately. That was ten days ago. We have documentation that the shipment was delivered over a week ago. Our order still indicates it is open and we ave not received any refund. I will apparently have to dispute the charge with the credit card bank. You have been warned.

Yes we like the product very much because we get the special offer regarding that all product and the main thing is that all product looks like superb

Ordered three items, checks cashed, no response, nothing shipped... simply pit, save your money and go somewhere else. This is a SCAM! 30 minute wait for telephone help, minimum...

I am trying to be heard by this company because they have a lot of my money as well as my professional reputation in their hands.

I ordered a raised bed planter and 16 bags of soil for my client on May 4th. The planter was scheduled to ship out May 7th.
About 10 days later I received an email from them saying the planter won't ship till mid June now (appx 6 weeks later). Their email told me to contact them if this would be a problem, which I promptly and repeatedly did. They have yet to respond.

Now all I have is an expensive pile of bagged wicking bed soil (useless without the right planter) and an install deadline that is becoming imminent.

Their customer service line is entirely absent and the gaps in communication are killing me. I'm coming into a professional and financial bind, still receiving no support, been emailing and calling for a five days to no avail. I really just feel helpless, so here I am on yelp.

I am seeking either another option, a refund, an alternate product, or some recommendation toward a timely solution but they have yet to respond.

I've cumulatively spent about 4 hours waiting for someone to pick up a phone. The line just rings. Left several messages.

If you can't support your customers, you shouldn't be in business. Seriously, step it up.

I have shopped at Gardeners for years and have LOVED them! However, this year has been so frustrating and such a disappointment! I understand COVID-19 sent us all jumping through hoops, but this is completely inexcusable! I have placed several orders since Christmas, but most recently I spent almost 2 hours on hold trying to place an order because I received a gift card from my mother for my birthday! Unfortunately, with all items in my cart and ready to check out I was informed they could not accept gift cards for on-line purchases. Flash forward to several 1 1/2 hours calls checking on status of my order, because for some reason NONE of my orders are showing in my acct., and then finally receiving my order with defective items, and several more 1 1/2 hours calls (being disconnected) and a few e-mail inquiries sent through their contact page on their website that were NEVER responded to, and then today to being on hold for 2 hours and 28 minutes to only AGAIN be disconnected! (Tried to attach a video so you could hear the "sorry we are having system issues... " message with the ensuing dial tone, but it would not let me, so you got a screen shot of their phone number and the time on hold.) Would LOVE to contact my credit card and dispute the charges and find an alternative source, but my Mom's hard-earned money was spent buying me a gift card, so I have no recourse to get my money back for the defective product or even replacement product, except to wait! And I'm in Ohio, so I have a VERY short vegetable gardening window! Like I said... VERY disappointed!

I placed an order with them in May and never received updates or anything about my order. Did get a tracking # but it always said it wasn't received yet. Tried many many times for a e-mail response and never got one except a generic one they send to everyone. I never received my order. Asked many times for a refund never heard anything and finally after many attempts to ask for a refund I finally received one very rude e mail that said that I had received one on July 19th how many do you want? Were her exact words. Well if someone had let me know in the first place I wouldn't of had to leave so many e mails asking for a refund. PLEASE DO NOT ORDER FROM THIS $#*! HOLE COMPANY.
WORST CUSTOMER SERVICE EVER! Can't even add a photo because I never got my order.

Ordered an item - never consented to subscribe to their emails. Received email spam daily until I finally unsubscribed. Isn't that illegal now? Don't you have to specifically consent?

Ordered an item on December 9th and never received a shipping confirmation so ten days later I decided to check what was going on. It was a Christmas gift so by December 19th I was getting antsy. Turns out, it wasn't in stock! When I placed the order it was to be delivered by Christmas. When I called, they explained that they could not get the item to me by Christmas - that they had not even received it themselves yet.

So let's count the problems here:
1. Sending email spam without consent.
2. Selling items to people that you don't even have.
3. Not notifying the customer of the problem.
4. Making claims you can't keep.

The only positives I can say are that they did offer to refund my shipping as a discount and that the customer service representatives were all nice. Ultimately I decided to just cancel the order. Being "nice" is appreciated and certainly an added bonus, but it really doesn't matter if you can't provide the service you set out to. Since Gardener's Supply put me in an unnecessary bind at Christmastime - when they could have just notified me immediately - I will never purchase from there again. Now, here I am days before Christmas hurrying to find another gift and get it in time.

Based on the other reviews here, it seems everyone has a similar story.

Terrible customer service! Do not buy from this company. Rude people to deal with. Not helpful at all.

Let me start by saying I rarely take time to write reviews, and I am fully aware of the challenges business face during Covid, from supply chain to staffing issues. That being said, I place an order for two items 6 weeks ago (at the end of March), with an expected arrival date of about a week later. Three weeks later, I called customer service (who were very nice) and they said the item was back ordered and it was expected to ship at the end of April. Ok, fine. I get it. So I called four 5 weeks after I had placed the order, and I was told the items were back ordered and wouldn't ship until the middle of May. At this point I asked to just cancel the order because I could no longer use the items, but was told that wasn't possible because the items were in a "picking" status. Ok, fine. I'd just send them back when I received them. The middle of May rolls around and still no shipping status updates, so I call back. After being on hold for 10 minutes, I was told the items wouldn't ship until May 28th! WTF. I'm upset about the fact the supplier hadn't shipped the items to Gardener's Supply, but I understand the supply chain challenges right now. What I cannot understand is that I had not received any sort of shipping update from Gardens Supply the entire time, to let me know the items wouldn't be received anywhere close to when I had initially expected them. This happened three times on the same order! I personally will never order anything from them again, and I would encourage others to do the same. I would give 0 stars based if that were an option.

I'm a new customer and wanted to let you know I just received my planters box, and absolutely love it. It looks great on my deck. Karyn

After ordering a fancy Cast Aluminum & Cedar VegTrug for my wife for 2021 Mothers Day, The packages came completely damaged when tried to return they gave me the run around. The first time after being on the phone with them for 45 minutes waiting I got a nice lady that forced me to open the damaged package to see if the product was damaged, after I confirmed that there was indeed damage to the legs of the stand, she told me to retrieve a Packing Slip and return both packages to the address she provided to me. She told me that they will not reimburse me for the return shipment which I am sure will cost a lot since it is more than 50 pounds. After the call was over, I opened the second box of planks to look for the packing slip but there was none. No Packing Slip. So I look at the product to see if it could be assembled anyway even though it was damaged and long and behold none of the pre-drilled holes in the planks lined up with the holes in the metal stands and in order to assemble the VegTrug planks would need to be re-drilled but the holes would almost be on the ends resulting in an inferior connection and less than impossible weight support. So I called back again and after 53 minutes I spoke to another agent and told her that the Package was damaged, Product was damaged and there was an manufacturer defect and there was no packing slip. Then she put me on hold and after 25 minutes the call was disconnected on their side. Then I called back in and after 25 minutes or so, I spoke to a very nice gentleman that listened to what I had to say, He read the comments that the previous people had imputed and then promised to email me a shipping slip by the end of the day. That's why it has $ 100 price reduction but seriously they should just dump the rest of this product in the garbage. Why should anyone buy something that has a manufacturers defect. Regardless we intend to purchase the regular VegTrug when I receive my refund which they told me will take 2-3 weeks. So whatever you buy from Gardener don't by the Cast Aluminum & Cedar VegTrug because the product has been designed to make the buyer suffer and suffer I did.