Gardeners.com

I ordered a ton of stuff from them at the beginning of covid since I couldn't get supplies anywhere else. The order took forever, which might be excusable. Many of my plants died before the potting soil arrived. But all the non-soil items are cheap-looking and worse, there are no instructions for the self-planters and I ordered 6 of them. I kept thinking I would find instructions online but the online instructions are for different products and I can't figure it out. I will never order from this company again. Very bad service.

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?

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!!

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!

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.

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?

I've emailed and called to no avail. They sent me this product with a BATTERY INSIDE THE GLASS LANTERNS, which obviously broke them. Not only that, but the product was in a shoddy "recycled" box. I need my money back and I don't think it's fair to pay for shipping after this item was broken not because of the deliverers, or me, but because they decided to put loose batteries in a glass lantern. Who does that?

Ordered 3 bean towers. One came with 2 "top" parts instead of a top and bottom. Have tried calling and emailing to get this resolved. They NEVER answer emails nor their phones. Not to mention that these items took weeks to arrive in the first place. Will never order from this site again.

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'm on hold right now for half an hour. Tried to email them and the emails are blocked. Feel bad because this was a gift certificate. I expect this from other countries but not from our country. Don't shop here…..

COVID or not, this company does not understand the importance of service after the sale. They are quick to encourage you to order from their website through emails, catalogs, and such. But once they have you as a customer, beware. It is like having surgery. The prep nurse going in is very nice. The post surgery nurse is a pain in the butt to work with. With surgery, this is good. For an online purchase, this is bad.

I used to love Gardeners.com, but I received 3 planters with no packing materials, so all were broken. Gardeners return policy says i have to pay for the return???? Also, one item is missing. I've called them 4 days in a row and left on hold. 1 hour +15 minutes, 1 hour+18 minutes and today 1 hour+14 minutes. Each time after all that time on hold, to get a recording saying there was a system error and then a busy signal.

UPDATE: I finally got a hold of them after 6 days of calling. They agreed to send me a prepaid UPS sticker. I should get a refund in several weeks. I've loved this company in the past and will probably give them another chance in the future.

I used to love Gardeners.com, but I received 3 planters with no packing materials, so all were broken. Gardeners return policy says i have to pay for the return???? Also, one item is missing. I've called them 4 days in a row and left on hold. 1 hour +15 minutes, 1 hour+18 minutes and today 1 hour+14 minutes. Each time after all that time on hold, to get a recording saying there was a system error and then a busy signal.

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.

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 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.

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.

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.

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.

I'd say terrible customer service but it's more like NO customer service.
Same deal as everyone else. Order 2 raised garden beds on May 3rd. My order confirmation says in stock. They were supposed to be shipped after May 10. It is now May 22nd. I sent multiple requests for answers through their website. No answers except the automated someone will get back to you. Never happened. I called and was told the wait time was 45+ minutes. Waited on hold for 1 hour 15 minutes only for another automated message saying they were having phone system issues over and over. Had to hang up. Just sent an email trying to cancel my order but have no faith that they are going to even respond to me after reading all these other reviews. Seriously, just go somewhere else for your gardening needs. If they ignore my requests to cancel, I will be taking it up with my CC company and they will end up with a chargeback.

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 🙁

Tried to get info on a product prior to purchasing. Wait times too long…so I made a purchase. Product is defective as some reviews stated. So I returned it in a timely fashion–within a couple of business days of receiving. A week + received an email from company that refund could not be processed without a return phone call. Multiple phone calls later with 50+ minute hold times….no answer and not able to give info that is supposedly needed to get my money back.

So frustrating! We bought 2 garden beds. One was fine, but the other came with missing parts. I have spent a total of over 6 hours on hold to be ultimately disconnected after waiting over an hour each time. I have filed 3 incident reports via email…..and NO repsonses after a month. We finally returned the item (at $50 shipping cost!!)….just to try to recoup some money – but I am not holding my breath. SO disappointed!

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.