Gardener's Supply Company

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.

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.

We ordered several items on May 17,2020, knowing one was backordered until June. We were willing to wait. We used a $100 gift card to make half of the purchase, and provided a credit card for the rest. Of course they charged the credit card first, shipped a portion of the order, and then made us wait nearly THREE MONTHS for the rest of the order. Conveniently keeping the gift card as the additional payment in case they couldn't deliver, so they could just refund to that, instead of actually giving us our money back.

Speaking of customer service, need to call them? Be prepared to wait on the phone at LEAST two hours for someone who doesn't have a freaking clue what they're doing. Want to try and get service any other way? They flat out state they won't help you via email or any other method of communication. They're just not checking their customer service emails! 10/10, good work!

Oh, and it gets better! The backordered item from our May order went up for sale around July 4th on their site WITH NO BACKORDER, SHIPPING IMMEDIATELY and yet THEY DID NOT SHIP OUR ORDER. We were told to wait another 4-6 weeks. Which we did.

I don't understand why their service has taken such a nosedive. If they're doing such a high volume of business that they literally cannot keep up in any way, do America a favor and HIRE SOME PEOPLE TO HELP YOU. BUY MORE PRODUCT. BOOST THE ECONOMY.

We will be staying as far away from Gardener's Supply as possible and will be relaying the same message to our family and friends.

Okay, let me start with how excited I was at the prospect of planting vegetables in my Rolling U-Garden. It seemed to be of high quality, and it was easily the most stunning rolling bed I had come across. It was more expensive, but I had my heart set on it. I was getting this bed! I was well aware of the delays to be expected. I figured, even if it was a little more than the 10-day wait for shipping, it would be well worth the wait. I should mention that I also ordered a set of 4 tomato cages, which were somewhat pricey at $57 for the set, but I felt they worked well for the rolling bed. So, ten days go by and I notice that of the two "in-stock" items I ordered, only one had been shipped -- the tomato cages. I wanted to see what the situation was, so I called. I was told it was a good thing that it was in stock, and that with picking and shipping time, I should expect to receive my rolling bed within two weeks. We established that -- due to my location -- it should be much sooner, as the cages only took two days to arrive once shipped. A few days later, I receive an email from Gardener's Supply stating my previously deemed "in-stock" item was -- in fact -- NOT in stock. Furthermore, the date given as the latest possible shipping date was JUNE 25,2020! (I am writing this review 5/6/2020) What exactly am I supposed to do with the plants I had planned to transplant into that bed? What would be the point of having it shipped that late? I suppose I'll keep the over-priced tomato cages and use them in whatever planters I am able to locate on short notice. Even more frustrating is calling to make sure this new shipping date was accurate, and being told the issue is due to their having 2 million orders. I explained to him how a proper inventory system works, and that any competent business would have one, and know how to properly utilize it. Gardener's Supply is largely unaware of this fact, obviously. They made no effort to compensate me for the major inconvenience, nor did they care when I informed them of the fact that I would be writing this very review. Why would they, after all?! They have 2 million orders. Well, they have one less, because I cancelled the rest of my order. As it stands, I will never spend my money with this company, ever. When I tell you I was prepared to spend far more in the near future, I am not exaggerating. I hope it's worth it in the long run.