Gardener's Supply Company

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.

Ordered a single item on April 6th. Item supposedly shipped a whopping month later, but according to UPS tracking never left the warehouse. Package never arrived, multiple emails went unanswered. Finally got through once on the phone for a refund and was told a manager would get back to me within 24 hours. Never happened. Called again a few days later and gave up after 45 minutes on hold. I finally threw up my hands and called the bank to dispute the charge. Steer clear of these people- I tried to be understanding because the pandemic hit every business like a truck, but the complete lack of customer service on top of the pocketing of money and zero care to deliver the order is beyond unacceptable.

Catalog just arrived. Went to order a Verona trellis. Catalog and site featured two sizes. Wanted smaller one for 12' pot. Tried to select size. Only large could be selected. Ship date for large is end of August. 10 weeks. Just in time for a vine to start to grow an flower! Right? Checked out Diamond trellis as a substitute. Ship date was only a week earlier. Called on phone to clarify was told waiting time was 58 minutes. Why are these people with all this overpriced merchandise still in business?

Ordered 3 elevated planter boxes. 31 days later and still nothing has shipped. I've called three times and waited on hold for over 45 minutes each time, over an hour for the third call. Twice, I was told it would ship the next day but still nothing. I will never shop here again.

Waited 3 months for my order and when it came I was overcharged for their already high shipping. However, they charge your credit card immediately. It took many calls to resolve the problem and I was told that I would be refunded in approximately a month IF they determined I was overcharged. Very frustrating, I will never do business with them again. Everything about this company is designed to benefit them and take advantage of the consumer.

We purchased a galvanized steel raised bed. One would expect a durable well made product. What we received was a piece of flimsy junk. I will never purchase anything from them again. Buyers beware!

I ordered a product and wanted to modify the order but you can't reach customer service. I waited on hold three times for over an hour. I emailed twice and never received a reply. Stay away from this company.

I ordered product from Gardener's Supply Company in May 2021. Every ship date given was delayed with ZERO communication initiated by the company. Every time I had to contact them for an update. They did respond to my emails, but the responses were pretty blaze. After four months of no product and multiple emails, I sent an email expressing my complete dissatisfaction. In their response to this email, they were apologetic and stated they would escalate my order for review. Still no unsolicited response, I had to contact them to inquire about the review. After four months I now have a ship date, we will see. There are way too many other gardening supply companies out there, I would not use this company again. I feel this order could have easily been lost had I not have kept on them. They charge me for the product in May when I ordered, it's now September.

Poor customer service. Called 3 times and was on hold for over an hour on two of the three occasions. The third time I got them to answer after 35 minutes. My order took over a month to arrive with no communications from company. When it did arrive I found it is missing the items you assemble it with, namely 66 screws. Back to the phone and the same thing happens again, on hold for over 40 minutes. They were sorry and will send the screws so we can assemble the item. It has been 3 weeks no screws yet.

I wish I saw reviews of this company before ordering. Awful customer service, don't waste your time ordering from this company. I never received my order nor any correspondence from them about it. After the expected delivery date, I emailed multiple times, never got a response. I called and was on hold for 35 mins then someone transferred me, I was on hold for another 20 mins, then was told that my order should be shipping and that I would get an email update within 24-48 hours. 5 days later, still nothing from them. I called again, was on hold for 25 mins, then got hung up on. I have received no email correspondence from them besides the initial order confirmation. This is not a proper way to run a business. I spent $190 with them to that I now need to get my order cancelled and refunded. I question if this is even a real business!

I ordered a double pole trellis. Waited a couple of weeks. I got a shipping notice that is was on the way with a photo of my double pole trellis. What did I receive? I huge metal bench. The box is enormous. So I called. Waited an hour then hung up. Emailed several times. And I got exceptionally ticked when I saw the 'Your order is now complete' email. WTH? Today, I waited nearly two hours then their phone line rang then relayed. "I'm sorry. You'll need to call back another time". Again, WTH! And based on other's reviews, and Facebook comments... I am not alone in my grievance with this 'business' Buyer beware!.

I placed an order for a composter on 05/03/2020. I've waited for more than a month to receive it. As of 06/24/2020, it still hasn't arrived.

I called their customer service line and waited on the phone for OVER AN HOUR to get an update. I was promised that my order was going out the first week of June, but still nothing has arrived.

I've emailed a few more times, as I do not have hours to wait on hold. I get their standard automatic email reply, but never any follow-up.

Why bother to publish a catalog and maintain a website filled with products if you don't bother filling customer orders?

This company is extremely misleading. Please see my report to the FTC for full details.
Pros: Please shop for garden supply somewhere else
Cons: This company is difficult to contact, has misleading policies, and will take advantage of customers that are not willing to dedicate hours to resolve their issue with the company policies or products.

I ordered parts for a raised garden bed and after I ordered, was notified that it would not be delivered until June. So I cancelled the order.

I received a confirmation that they received my email and would get back to me shortly. I sent two more emails over the next few days. No response. Two days ago, a giant package was left on my door step! And they charged me! And it's only part of the order. I have emailed and called. I was on hold for an hour and 6 minutes and then they said they could not process my call and hung up! I recorded everything because I am so frustrated. It's hundreds of dollars that I did not budget for! And the package came opened on both ends and damaged.

I ordered three items. One is on back order, the other two arrived with defects. The wait for customer service is over an hour. I have had no reply to my emails. They have lost this customer. Pic below is just some of the rust on my rust less trellis!

I made a large order two Gardeners supply that included two honeycomb planters for my tomatoes, however, I only received one- was charged for the two. No worries, I can understand these tings happen. However, for a month now I have attempted to contact Gardener's Supply to inquire on this issue. I have sent emails to customer service, a letter. Initially with the virus, they had a recording for which I left messages and today I called and waited for my call to be taken in the order it was received for 1 hour 14 minutes and 35 seconds and then finally it rang! Only to hear a recording saying there are system issues and "goodbye." I am a long time customer for almost 10 years, I am surprised. It is clear with the amount of attempts and time that has gone by, that they don't intend to rectify shorting my order. I wanted to clear this up before I place a $1200 order for raised beds. But no more!

Unbelievably poor service from this company. I ordered a planter box in April, which it said would be delivered in May. In May, I emailed them and they said it will ship later than expected, with a new date of 6/25.

On 6/27 I emailed them for an update, to which they replied "your order should ship on 7/2 at the latest". Of course, by now the planter wouldn't be much good for this year, but I was patient and figured I can get it in place and I'll be set up for next year. Still nothing happened. On 8/5, I e-mailed them again and they said it should "ship out by the end of the week or early next week". Guess what- still nothing. E-mail again on 8/25 and got this totally ridiculous response- "unfortunately, the planter is on back order until 12/25" "we apologize for the delay".

WOW- just WOW...

After waiting almost a month for my order, nothing. When I went to check order status, it has been pushed back another month. Now I'm trying to cancel my order and they never answer the phone. Waited on hold for an hour and never received a reply. I cancelled via their website and if I don't receive a refund my next move is to dispute the charge with my credit card company.

If I had known it would be like this I never would have ordered from Gardener's Supply. Every few days I try calling, but usually am on hold for almost an hour before I speak with somebody, and although the people are friendly on the phone, they seem helpless to resolve the matter or even to find out what is going on.

I already paid for my order almost three weeks ago. Originally, they said the order would ship within 10 business days. Two weeks later, I contacted them and they said they don't even know when it will ship. How can they give me a time estimate when I purchase it, but two weeks later they don't even have any idea? I just contacted them and asked them to cancel because I found another supplier for soil (Northeast Hydroponics) which is much much better and they shipped out the next day. Other people in reviews on here have said they had trouble getting their money back from these scummy people but I will do my best. It's the principle - I do not want these pieces of trash getting a dime from me. Learn how to run a business, or go out of business.

I ordered a $300 arbor that they never shipped. I have a UPS tracking that says it never left, but they are claiming it shipped. Now on hold for 30 minutes AGAIN in order to speak with someone. Will NEVER shop here again. I'm going to have to call credit card company and dispute charge. I noticed that another reviewer had the same experience. Seriously... do NOT shop here. This is FRAUD!

Placed an order for tomato cages on May 15. Finally received an email on May 28 stating that a FedEx label was created and ready to ship with a delivery date of June 2. On June 1 I called GS customer service because when I clicked on the tracking number it showed that my package had not moved. Customer service told me to wait a few more days and that FedEx was not displaying the tracking. I then called FedEx who verified that they had not received the package. As of June 4 my package was never received by FedEx. When calling Gardeners Supply customer service again and telling them that the package was not received as I had verified this with a FedEx representative, Gardeners Supply then stated that they were having issues with their warehouse, staff shortage, illness, etc. I requested a refund and was then told they would charge me a fee then I was transferred to another person who stated I could not receive a refund at all. Then again onto another customer service staff who finally refunded me my money after I threatened to call my bank and register a complaint. I will never place an order for anything with this company. If they cannot fill orders then stop taking them. Also, there is nothing mentioned on their website regarding shipping delays. Poor way to do business.

Our order was placed on September 14,2019 as an anniversary gift. After very little help from customer service the item was delivered on November 9th 2019. We never received one email or call after confirmation of order. I would definitely not recommend this company. Their inability to communicate or use modern shipping methods gives you a good picture of the people that work there.