Gardener's Supply CompanyReviews 129

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.

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.

I ordered a shelving unit in April. Was told a few weeks later that the order wouldn't ship til mid July due to heavy ordering and I was offered a cancellation. I cancelled. My bank account was refunded and confirmation of my order being cancelled was given to me via e-mail. This was a 900 dollar purchase, mind you. One week ago.(July 23rd or so,) my bank account was taken from for that order again. They over-drafted my account and still won't refund me after the items have been sent back... and they were stopped mid shipment. I never even received the items... This was purely their fault and even after two phone conversations with their customer service, they haven't refunded the money. I still cannot access my own money because they stole form me and over-drafted my account. This place is a joke. Typical of a business trying to make all the money but not taking responsibility for their deficiencies.

Buyer beware! I ordered from this site in April 2020 - right in the middle of Covid and the growing season. Customer service has been non existent even in July 2020. Won't answer phones or respond to emails, though they will gladly take your order! Also, their policy for returns is you pay return shipping - even on damaged items... and they will only issue store credit or exchanges, no refunds.
I was shipped duplicate items and as tried to return them, but since no one responds to my phone call or email - I am not paying return shipping for their error - I guess they are mine. Talk about inventory walking out their back door!

I purchased what I thought was a planter box with a tomato trellis but when the package arrived without tracking information it was just a trellis. The same day before the trellis arrived I asked for a refund and since April have not received any response. Returned a product with USPS tracking 3 months ago and never received any response. Customer service is non-existent despite the return of the item. I have the UPS tracking receipt and the cost of the return was close the product cost.

When I first ordered items online I was told items were in stock. When they didn't show up up for 3weeks I called the company. The phone message goes on to says that you will be happy with there customer service... after being on hold for 63 minutes, I got a massage to call back! And they put the phone down!
I then emailed and let them know how f. Disappointed I was and that is not customer service.
The orders I put in where in the middle of April. I received the last back order this week. I did email them 5 times over the last few months to find out where my products were and how long will it take to get them, but I didn't get a reply. When I did get a shipment, some items listed on the packing were not shipped. IT took another 2 attempted calls and 3 emails to get them to refund me the costs. I am still waiting for the refund! Don't be fooled by this company!

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?

I ordered product, I was not satisfied with what I received. I returned product according to instructions on packing slip. They received the items on May 29th. A week later I called, I held on the phone for one hour a 10 minutes to be able to talk to someone. The lady I talked to couldn't tell me anything about my return. She said she would make a note of my call. Today is the 20th of June, I have not heard a word from this company. I certainly would not recommend them due to the fact that you can't get hold of them and then they just don't care.

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 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.

I ordered composting worms on April 10,2020. The order never arrived to my Michigan address. Instead, the order was shipped to Tennessee. I emailed the company several times and finally on May 10,2020, Liz from their office acknowledged their error and wrote to me that I would be refunded the amount.
I cancelled the worm order and went to another company for the worms.
As of June 11,2020, I still have not received a refund but in fact was billed by the company again for an order I never received.
I have emailed them almost daily and called several times. They do not answer their phone and do not allow for messages to be left.

This company is horrible. Do not order from them. They are either totally incompetent or just plain crooks.

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!