Gardener's Supply Company

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...

This site is a gem. This very able company is employee owned and extremely responsive to customer concerns. They occasionally feature a surprise bargain. The web site is well managed and has a blog. They've been involved in community education and surprisingly national education on community-based gardening issues(NYC's rooftop gardening, particularly). I've ordered items from this site and always quickly received their products.

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.

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.

This company is the best! Happy with everything so far. Been ordering from them for several years. Finally a squirrel baffle that is well engineered, easy to install, and really works. Their Self-Watering Mix is amazing. Love the garden bench kneeler. Bought one for myself and another as a gift for a master gardener friend. She raves about it every spring/summer season. Would not be able to care for and perfect my flower and vegetable gardening, take care of my wild birds, and my butterfly hummingbird garden without Gardener's Supply Co. Buy with confidence. 5-star ***** rating! Thank you for everything.

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!

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!

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!

I have filed complaints with both the Vermont BBB and The Vermont Attorney General's Office.
Product was ordered and never delivered. I have been trying to call the company only to have call wait time around an hour and then being disconnected. Emails sent to cancel the order and refund money are answered with an automated response.
DO NOT USE THIS COMPANY!
I only wish that I had read current reviews before I placed an order with them.

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.