Gardening ExpressReviews 594

They sent me a dead plant and when they finally responded on their live messaging system (only form of contact available) they refused to assist. Avoid this organisation at all times.

I have used Gardening Express a lot, especially before lockdown, when the method of correspondence was via email. I had a problem then with one of the orders and it was resolved. This year, I have had some good purchases, and the plants and trees I bought were excellent value and delivered in time etc. However, in June this year, I spent £30 on 30 bare root lily plants which I have planted in the ground and in pots. To summarise, less than 50% of them have actually grown, even though they have been in similar locations, growing conditions etc. When I tried to contact them, via their new on line ticketing system, the nightmare began. First of all, they don't answer their quick message. When they do, they just ask for photos and then close the ticket down, unless you are online to respond. When you visit the site again, usually the next day, you have to begin the whole process again. After 5 days of this process, which you can imagine is both time consuming and ultra-frustrating, I managed to speak with a Customer Service (!) agent called Suzannnah. She states that as I did not return the plants within 14 days, and the plants were not covered by their 5 year guarantee, they could do nothing. She refused to accept a complaint and even though I requested this be dealt with as a faulty purchase under the Consumer Protection legislation, she reiterated the policies, wished me a lovely day, and closed the chat down. I have reported them to Citizens Advice Bureau and Trading Standards and to my Credit Card company under the Chargeback scheme. Don't think this will get me anywhere though. My thoughts are if things go wrong, you have no chance with any refunds etc. I will not be buying via this company again.

Received one order that I was reasonably happy with. However I do not recommend the bare root plants as none of the plants established and were a complete wast of money. My main complaint is the terrible customer services - no telephone number and the website chat function is hopeless as no one responds for hours (waited over 3 hours and didn't get a response even then). At first they requested pictures (provided) and now three weeks later state I needed to report the issue within 14 days. I'm completely puzzled how you can tell if bare root plants will become established within 14 days.
I will NOT be using this company again and will NOT recommend.

Terrible company. Please avoid. Ordered some standard rose trees and some fuschias on the 1/7/21. The fuschias arrived last Wednesday looking very unhealthy with broken twigs and dead leaves. Have repotted these and they're still looking poorly.
Still waiting for the rest of the order 31 days on. When I try to used online chat I'm dismissed and they keep seeing my order will be sent with excuse after excuse. When I mentioned that the fuschias had arrived in poor condition the advisor completely ignored it and closed the chat without answering the question. Was was told the order has not even been picked yet for delivery. Will not use this company again and would advise others to order elsewhere! First I was told the order was coming from their main order that's why I received it before the rest, then the same advisor told me it actually came from their sister nursery, so given conflicting information
It seems the company only allow positive reviews on their website because I reviewed the fuschias as one star and this has not been submitted to their site. Tried to contact them through Facebook, hoping to get an answer as their online chat is awful on their website, and they blocked me from contacting them or from posting on their wall. Have since disputed the transaction with my bank as they're clearly a scam company. Also contacted BBC watchdog. Never had such poor customer service from an online retailer. Would give zero stars if I could.

Plants, mainly acers, arrived in appalling condition, leaves dry and brittle but the soil in the pots moist, so they must have known their condition before sending. One acer has died and the others look terrible. After several hours waiting for the chat line I was told to wait a month to see if they would recover, no negotiation at all. This afternoon I waited again but they simply went offline after half an hour. I did find an email address though, they are '*******@gardeningexpress.co.uk' and '*******@gardeningexpress.co.uk'. I'll see what happens but not hopeful. Awful business, wonder who's responsible.

They delivered a dead Acer Maple tree to us and refuse to help with getting a refund. I would avoid this company at all costs.

Website quote 5 days delivery took over 20 days
No phone number or email address just live chat that takes over 2 hours for them to reply
Plants arrived damaged, dying and brown marks on leaves. They looked as if they had been dug rpm someone's garden

AWFUL service. AVOID THIS COMPANY. They say 3 to 5 days for delivery, but watch out for the "can take a little longer" After 12 working days (2 weeks), they still cannot say when it will be dispatched. That is not my issue however, it is firstly they have no phone to call, no email to write and no live chat. Nightmare to contact. When I managed to get through all the Q&As and used their messenger - it took an hour to get a response. When I asked them to either postpone dispatch or cancel order because we are away in a couple of days, they said no and told me to ask a neighbour to accept. As I have no one I can ask to accept plants and look after them for a week, they said that is their policy and nothing they can do. Apparently their automated systems do not allow changes after 24 hours and assuming the plants survive while we are away, will deduct 25% of the value of the order for Admin if return is change of mind! Plus I assume I have to pay the courier! A nightmare company and one to avoid

Will never use Gardening Express for my plants shopping in the future. First experience was awful. I made two orders worth about 185 pounds plants. They sent the frail plants which were dying. Late delivery, poor customer service, not accepted to send the replacement of some plants which were in extremely poor condition. I would rather go to local garden centre and buy much cheaper and fresher plants. Very disappointed with Gardening Express.

Poor Quality Plants, Non-Existent Customer Service & Worthless Guarantee

I find it illuminating that Gardening Express feels the need to bolster their reputation, and refute the very many ‘negative' reviews offered here (and elsewhere) by customers dissatisfied with their plant quality and poor customer service.

In my experience, like that of many others who have taken the time to write of their experience, I found Gardening Express' offering best summed up as ‘Poor Quality Plants, Non-Existent Customer Service & Worthless Guarantee'.

To claim that their net promoter score suggests that mine and other reviews are motivated by anything other than customer dissatisfaction is revealing in itself.

Like others have said the plants I received today (only my second order with GE) arrived in
An extremely poor condition, diseased, dead (or dying). Described on their website as 'in bud or blooming' is flagrantly misleading and false.

The plants delivered can, in no way, be described as in bud and/or blooming.

Thy are simply dead, dying or possibly diseased.

To raise my concern via GE ‘chat' function on their website resulted in a 20 minute wait and then as soon as I began ‘chatting and made clear my concerns' the agent ended the chat… not just the once but twice.

My recommendation is twofold… firstly do not waste you time nor money with Gardening Express as their product is inferior and customer service is inadequate. Secondly, do let your gardening friends know about your poor experience. It is only through customer pressure (and dwindling revenues) that companies like Gardening Express can learn from their customers.

To justify the delays on Covid and blame the delays for the poor quality is unacceptable.

In summary: poor customer service, poor quality products and lack of accountability and responsibility… a worthless guarantee too!

I bought a fairly expensive magnolia tulip tree from Gardening Express. When I received it, I soaked overnight, planted in good compost and watered regularly. No growth, no sign of buds opening.
I contacted Gardening Express who advised that the tree was dormant when received since it had been in cold store.
I waited for several weeks for the tree to come into bud as advised, but nothing happened. Contacted gardening express again but was now told the tree was dead, and I couldn't claim under the warranty as that had to be done within two receipt of the tree.
How am I expected to discern within 14 days that a bare root tree that is supposedly dormant is in fact dead? I gave the tree full TLC, planted it in good compost, checked it every day and watered regularly.
The warranty is valueless. I shall not be purchasing any more plants from Gardening Express.

Spent well over £200 on plants and shrubs
They arrived in very bad condition and at least 40% died. I complained and got no response. What remains are not doing well. Waste of money

I bought (I thought) a tree and got a dead stick. Looking at the review sites this is a common occurrence. Don't think about reporting and asking for help because they don't have a telephone number or email address only a chat line which just tells you it is your fault for not reporting it immediately (was trying to give them the benefit of the doubt that it would eventually show signs of life). They actually asked for a photo before telling me they weren't interested. I would NEVER waste my hard earned money of them again. Oh and don't bother with their facebook page as they just take down your comments. SCAM written all over it

I purchased a bare root quince tree for nearly £30 in May. The plant arrived bone dry and looking dead, but the advice sheet said that was normal. And that there was a guarantee as some plants fail. We planted and watered as per instructions, waited a few weeks- nothing. In early July I scrapped back some bark as per the instructions and found it dead. Underneath. I contacted customer services to be told that this plant is exempt from their guarantee and I had had it for too long- BECAUSE WE WERE WAITING FOR IT TO ESTABLISH! DO NOT BUY UNDER ANY CIRCUMSTANCES. We will be applying for charge back via our credit card for faulty goods

Dishonest, deceitful, a total con! Their guarantee is worthless, they do not take phonecalls, they do not answer emails, they ignore complaints. They shouldn't be allowed to trade or steal our money.
I ordered a shrub from Gardening Express in Feb 2021, described by them as 'established and bushy'. That was a lie. I got a twig 7" tall with 3 spindly 'branches'. I complained immediately and was told to give it time, it would thrive come spring. It did not thrive, it languished and slowly died. I sent many emails with photos but they ignore them. Their website now states that, for a refund or replacement, they need the dead plant returned, in its original pot(!), with the original label and proof of purchase and at my expense. That is ludicrous and just means the guarantee is useless. I am currently waiting on their chat facility, have been for 22 minutes and the only thing I see is "currently replying in under 2 hours"! My advice is clear: YOU SHOULD NEVER BUY FROM THIS COMPANY.

Terrible! Do not ordered from this company!
Firstly I opened the box my plants had been delivered in to find the had been snapped to get them in to the box. Secondly the were almost dead the were so dry all the leaves were past wilting into dry stage. The tree I ordered which was £30 was a 16 inch twig with 8 dry leaves on also hanging on within an inch of its life! I contacted them which was difficult as there no number or e mail, I sent pictures of the plants they said give them water they would be fine. The total cost of the plants was over £100 I don't feel its ok to send nearly dead plants and expect the consumer to nurse then to life. I also ordered lillys that didn't arrive.

Spent £239, the topiary trees are appalling, nothing like the picture on the website, I ordered 10 lavender plants and eight arrived. I ordered two small blue plants and only one arrived. The plant I received free was 50 per cent dead. Only the Acer was as advertised. Have never dealt with a company that you cannot email, phone or contact CEO. You are advised that you can contact somene via chat, this I did. I was informed that a representative would contact me in 45 minutes - 6 hours later no response. Having read all the comments I cannot believe this company is still operating. AVOID AT ALL COSTS