Gardener's Supply Company Anmeldelser 

I have ordered my lifetime irrigation sprinklers from this company every summer for as long as I can remember. Great product, not cheap but ALWAYS pleased …. Until THIS summer. OMG!! What has happened to this company?! I placed an order in May. Never heard a thing, sent an email, NO response. Called at least six times over a 45 day period, held a minimum of 30 minutes and a maximum of 70. Was told the company was having all kinds of problems, computers, warehouse backups, etc. Finally received the shipment but was double billed. Called again, held forever, was transferred to billing and then cut off. Gave it sometime to tamp down my frustration and called back today. Held 50 minutes, was transferred to Lisa in billing. I have been in customer service my entire working career (50 years) and have NEVER had an experience like today. Lisa would not listen, she cut me off every time I tried to say something, she accused me of placing two orders instead of one, she yelled at me and when I finally asked her if she thought I was lying, she hung up on me. I cannot imagine how much money this company has made off of me over the years but that ends today. I called my bank and filed a billing dispute. I sent an email to all of my master gardener friends telling them to never buy from this company again and I also placed it on all my social media pages. Lisa in billing, your lack of customer service skills have cost your company a lot of revenue and have hopefully cost you YOUR JOB!

Wow -- this was so disappointing! I love their catalog and ordered a bamboo Mason bee box. 10 days later my order still showed "in process." I tried calling them and was told (after an annoying and annoyingly lengthy voice message) that my wait time would be over 45 minutes. I emailed them and DID NOT HEAR BACK! I emailed them again 2 days later to cancel my order and DID NOT HEAR BACK! So far it has been over 12 days and my order is STILL "in process" and I can't reach anyone and haven't heard from anyone! This is completely unacceptable and soooooooo frustrating!!!!!!!

I have been a loyal customer almost since they started their online presence. I've tried for 3 years (ever since they changed their internet servicer) to set up a new account. Same thing happens every time... I get an email saying they can't confirm my email. Really? You just sent me an email you morons.

Made on order June 6th. It is now July 21st and my item hasn’t even been shipped. Contacted CS and they ignored my email - have not received any sort of reply. Seems like everyone else is having this experience. Not sure what happened to this company, they used to be fine. Will no longer be ordering from here.

An order placed on May 26th had the status of “inventory assigned” for almost 2 months at this point. Calling is not an option since the wait times exceed 30 minutes. The 1st email was a generic response. My second email did get a response that indicated my order was not in the system and must be a ghost order. Meaning it wasn’t in their database although it still exists in my order history. Options offered were to call or place another order. Well the prices have gone up and although I like the products I am sure I can find something comparable that I will actually receive. This is the second poor experience I have had in the last few months. I can’t recommend this company since they are unreliable.

O. M. G.
WORST Customer service EVER!!! 🥵
Ordered outdoor stain for my planters, before putting soil and seeds in. Also ordered compost and potting soil.
Had not received or heard anything for 3 weeks, so I called… 30+ minute wait, and they recommend emailing, so I did.
No response.
Another 2-3 weeks pass, so O decide to wait on hold for 24 minutes, to be told that they were back ordered. Ok.
So, 3 weeks after my order, they tried my credit card, and I had replaced it a few days before due to theft.
They say they sent me one email, to let me know my card was declined.
I did not receive email, and no second email was sent.
So now, they say they can send out my order in 7-10 days, making it over 2 months late! I ask if they can cover to have it expedited since this was due to thier back-orders, and not being more diligent on contacting me.
Nope.
No help at all.
I would just have to re-order everything and wait.
This is inconsiderate bs, and there are plenty of other companies to order from, who respect long time customers better.
Bye~bye Gardeners Supply Co. 🖕 thanks for screwing up my summer.

I have been a customer for nearly a decade but never again. During the winter I placed an order to be ready for planting season. It took a month for the first half to arrive, then another month for the other half. I tried calling, emailing, going thru their web site but zero response. I placed another order in early May and again it took a month to arrive, but with items missing. I have spent the past month trying to get a response about when I will receive the rest, but crickets. It is too late for a credit card challenge, so I am out the product and money. Where I come from that is theft. This company used to be my go-to for high quality product and awesome customer service. Now it is about grabbing and holding onto customer money without providing anything. But their marketing emails arrive every day and catalogs monthly. So they have the $$ to provide service, they just choose not to do so.

They used to be a great company to order innovative products from and their shipping time after placing an order was reasonable, 7-10 days. Since Feb 2024, my last order took over 3 weeks to ship! The reason they gave was some computer upgrade--frankly, I don't need to know the issues within a company for their lack of service. After that I figured it best to shop/order locally for any other gardening items I may need or want.
Then in June 2024, I thought to give them another try maybe by now they had ironed out their computer kinks, but No! Three weeks later and my order place June 3, 2024 had yet to shipped. When I reached out via email to check on my order, I got a generic response. So, I telephoned and held for 45 minutes. I finally reach a live person and it seems they still have the same computer issues, so I cancelled my order and will never order from them again.

I placed an order more than 2 weeks ago, they charged my card. I have emailed and called (estimated wait time was 38 minutes so I hung up). No response. I emailed and told them to cancel and refund. NO RESPONSE. horrible company to stay away from.

I placed an order on May 26 for additional products to complete a garden project I’m working on. It’s now July 3rd and I’ve received nothing!!!!! It’s impossible to get in touch with anyone!!

Just wanted to let everyone know that my order of June 2nd, has shipped on June 28, 2024. I was told that they have a 4 week backlog. I did not get the story that it was a software since I had already checked and found out that Amazon and Walmart orders were being shipped in a timely manner. I did report my experience to the Better Business Bureau and noticed an uptick in my communications with Gardener's Supply. Maybe that will help someone. The item I ordered was a Gardener's Supply exclusive. Otherwise I would have cancelled.

I have ordered from this company for two seasons. The quality of product is good, however, customer service and communication is the absolute worst. While I like supporting businesses other than the giants like Amazon and Walmart, this company makes me regret going small business. The delay in shipping is so significant I ended up thinking my order was lost and calling continuously, always put on hold for at least a half hour. Yesterday something I purchased in early April was delivered and I could never get through to anyone to cancel the order. I finally got through today to tell them I want it returned, and they expect me to pay the shipping back as well as not get reimbursed for shipping here. I am done with this company and hope others don't fall into this trap

Cheryl

I recently received an email stating that my order had shipped. They mentioned in their email that "unfortunately, technical issues with our warehouse software at the height of our busiest season caused a serious hiccup. We are working hard to catch up and are processing orders as quickly as possible." They are now shipping out orders placed in late May and early June.

I'm still waiting for items I purchased two months ago that were listed in stock. I've called (each time I was on hold for an annoying hour, plus) and told their was "a little problem the warehouse" but my items were due to ship out. A month passed. I've written them twice. No response.
Too late this year to use the items. Never would have ordered them if they were up front. And by the way, the items are still listed as being in stock.

Placed an order almost 2 months ago. Never received product. No follow up from customer service. Sent several emails no reply. Waited on hold for over an hour when someone answered they just liked and said my product would ship the next week. Nope. 2 weeks later still no order. DO NOT USE THIS COMPANY if you need gardening supplies for current season.

Echoing the other reviews around cutomer service. My initial order about 2 years ago was great, but my most recent order isn't even complete after several months. I have emailed 3x asking for an update and while the promise is 72 hours to respond I've heard ZERO. Called but the wait time was over an hour both calls. Super disappointed...however the dept that seems to be performing is the marketing team sending emails and catalogs, but too bad you won't be able to get your order or speak to anyone about it!

Their customer service is horrible!!! My order of $148 was ro be shipped in 5-8 days. It's been 3 weeks now. Haven't received my order, can't get through to them by phone (71 minute wait, outrageous!), and they won't return emails. Their customer service dept is only open 8-4:30 M-F. I have a full time job. How can I stay on hold for 70 minutes? Buyer beware!

I found the customer service at Gardener's Supply to be abysmal. When it took over a month for my order, I cancelled it by email. I received an email in reply saying that they were shipping the order. I responded that I wanted the order cancelled. They shipped it anyway. I received it six weeks after the order was placed with no explanation for the delay. I am returning the order.

I got the item that I ordered, but it was broken out of the box - box was not damaged at all. I sent an email - no response. Currently, I am on hold with their customer service (told it would be a 43 minute wait).

Communication was literally non-existant, unless you count a canned response to an email in which they, ironically, explain how important customer service is to them. I placed the order on May 28th and got an email saying there would be a follow up email once the item had shipped. Well, as of of 6/18 no emails at all. This despite my sending an email asking for a status update. I then called their customer service number only to learn that expected wait time was over 60 minutes. I put my phone on the desk and went about my work. At 75 minutes I gave up. On checking my Amex account the item was billed. I sent a second email asking them to cancel the order as I was going to buy a similar item from another vendor. Again no response. Finally I had to call Amex to dispute the charge. Still awaiting a final resolution. I would say the customer service was atrocious if it even existed. Only wish I had been smart enough to read the reviews before assuming they were a professional business.