Gardener's Supply CompanyReviews 129

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!.

Why? Customer service is non-exitent, so good luck trying to find out why an order you placed never showed up; if it finally comes and is broken then you're stuck with it because they'll never get back to you unless you drive to their headquarters and tell them how terrible their customer service is. And for that reason, I'll tell every person from the rooftops to NEVER buy from them again.

Your companies undoing will be this: "I heard from the grapevine", which will either cut your sales dry for the crappy service you provide or make you change for the betterment of your company and for the happiness of your customers who keep your company alive.

Which will it be? Employee owned too! Get with it, I want to patronize such businesses but if your customer service is more shady than the big mutli-national corporations what does that say about you? A 3am h**ker in shantytown for poor service gives me more of a response than you do. And I'm not even into that stuff.

I have tried calling 3 times with waits that exceeded 75 minutes and each ultimately disconnected with I finally reached a service person. My order took over a month to receive when initially it was stated it would be 7-10 days. Then two key corner pieces are missing for the planter for it to be of any use at all. I can't get anyone to even talk to via phone or an email to fix this problem. Don't ever buy from this place - EVER.

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.

I ordered expensive planter boxes. The invoice said in stock will ship. After ten days, the order was still open. Another 10 days, it shows backordered that changes by one day every day. I have emailed 3 times with no answer to any of the emails. Try and phone them - you are on infinite hold! This is probably the worst company I have ever dealt with. They must spend all their money on false advertising and mailings. The BBB should beware!

I ordered 2 bags of Fox Farm dirt on 4/20. Received ordered confirmation immediately... items in stock and on order Threir site said due to Covid may take upto 10 days to ship. After 12 days still not seeing shipping notice I called them... I was warned wait time on hold was 45 minutes... in fact I waited probably longer. Not a problem. Finally a woman responded... she was appologetic for the wait... after checking on my order she said she would have to email or phone me on the following week. The following week i got an email thst said essentially... sorry we are out of both different types of dirt you ordered and we don't know if we will get more... but keep watching! Two weeks wasted waiting with an hour on hold... for a sorry we are out email... unreal. Don't waste your time here...

I made a mistake to place an order with this company. My first and last time! They had some items on back order. I've tried to cancel, but there's no way to cancel online so you have to call and wait for an hour or more, plus listen to the same message every 20 seconds! I couldn't get through. So they sent a second item and overcharged me for It. So now I have to call again, 4th times and listen to the same thing for another hour. Never order anything from this terrible company! Stay away is right!

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 of almost 90 dollars. Got an email that the planters I ordered are on back order so I called to cancel my entire order. Waited on the phone for 1 HOUR. A lady helped me & then said she had to transfer me to a manager to complete the cancel of my order. I waited on hold for another ten minutes. Finally the "manager" says "Hello?" & I said "Hi!" & she said "so. What am I helping you with?" & I said "I need to cancel my order" and she HUNG UP ON ME. I've sent many emails to their customer service and haven't heard anything back. Called again today & waited on hold for an hour and fifteen minutes for for a voice recording to come on and say that my call can not be completed at this time?! I'm so upset. Do not order from this company. They're so dishonest & horrible costumer service!

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!

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!

I ordered an expensive planter box. My confirmation email stated it was in stock and will be shipped. 14 days later I received no communication from these people. I finally called, to receive a message it will be a few days before a message is returned. I went online to see the status, and lo, the box is backordered! I could have ordered elsewhere during this time. My other garden items ordered elsewhere all were delivered. I will never ever shop at gardeners supply co again. Nor recommend them.

Ordered an item - never consented to subscribe to their emails. Received email spam daily until I finally unsubscribed. Isn't that illegal now? Don't you have to specifically consent?

Ordered an item on December 9th and never received a shipping confirmation so ten days later I decided to check what was going on. It was a Christmas gift so by December 19th I was getting antsy. Turns out, it wasn't in stock! When I placed the order it was to be delivered by Christmas. When I called, they explained that they could not get the item to me by Christmas - that they had not even received it themselves yet.

So let's count the problems here:
1. Sending email spam without consent.
2. Selling items to people that you don't even have.
3. Not notifying the customer of the problem.
4. Making claims you can't keep.

The only positives I can say are that they did offer to refund my shipping as a discount and that the customer service representatives were all nice. Ultimately I decided to just cancel the order. Being "nice" is appreciated and certainly an added bonus, but it really doesn't matter if you can't provide the service you set out to. Since Gardener's Supply put me in an unnecessary bind at Christmastime - when they could have just notified me immediately - I will never purchase from there again. Now, here I am days before Christmas hurrying to find another gift and get it in time.

Based on the other reviews here, it seems everyone has a similar story.

I wanted to patronize an employee owned business so when I found some items that were not readily available elsewhere, I jumped at the chance. What a disappointment! It has been over a week and the items aren't even prepared yet for shipment. Amazon this is not! Worst of all they use UPS SurePost which means you will get a delivery notification that is not to your home but to a post office for further distribution. We thought our package had been stolen and were ready to call the police. So you can't track your package, can't expect prompt delivery, Nothing. I will never order from them again