Gardener's Supply Company Anmeldelser 

L Withrow:

Your Products are great but the Customer Service Level has dropped considerably. Order Date for almost $300 worth of products: April 29, 2024

Just as your time is valuable so is mine. Waiting on hold for 59+ minutes is way toooooo Long! So I am attempting to reach Garden Supply Company via the Review process . A Chat line might be helpful.

Here is my issue...I received the dirt for my Tomato Planter more than a week ago. I just now opened the boxes thinking that box #2 was the planter. Not so, only dirt. When do you think I might receive the rest of my order? Obviously business is good, do you think you might hire a few people to your customer service side?.

To place this order I had to wait on the phone for almost an hour (Like so many of those who left a review) because I was not able to log in to place my order. I could not update my password either. I tried and Tried but had to wait the 59+ minutes and even then the Customer support person had quite time locating me as a current customer to take my order.

I have a lot of your products. I've been buying from GS for years and very much like your products but not so much your customer support. I don't have a lot of time to just hang on the phone waiting.

Please advise when the current order will be fulfilled...My tomatoes need a home in a pot, Your pot!

I hope to hear from you SOON!

They promise 3-8 business days for economy shipping. It is now business day 11. I have three unanswered emails to customer service and an hour wasted waiting to be connected via phone with a person. I still don't know when actually to expect my order. I wish I had read these reviews before placing my order. I would have known to go elsewhere.

I've been a customer forever. This year you can NOT reach a human being on the phone either for customer service (a joke!), or to order. The "wait time" is always 40+ minutes - REALLY!!! I even emailed customer service to try to get an answer to a product question (product was received with NO instructions) - NEVER got a reply. For a company that is employee owned perhaps they need new employees or professional management. This is very sad as their products are very good and unique. Goodbye Gardeners Hello Amazon!

Same as many of the other reviews about their order fulfillment and communication... They indicated the order would be delivered several days before Mother's Day. Not only was it not delivered but they didn't respond to any emails asking about why the order is taking so long. I get an auto email nearly 2 weeks later that the order is now being "Processed". Still haven't heard anything from them about the emails and questions. Horrible customer service and communication. Would not recommend.

The worst customer service. Call, they rarely answer. Was told my item was shipping two weeks ago. Still nothing. Email? Welcome to the abyss. This is pathetic.

Used to be a great company, now I have been waiting over a month for my order. No info on their website that orders are delayed, no email letting me know it's delayed, no apology, no accountability.
I ordered one of your products from Amazon two weeks after I ordered on your site and I already received it.
If you are in over your head STOP sending out catalogs, emails and promotions and get your act together.
Hire more people and catch up on your orders.

Truly Terrible customer service - after being on hold for an hour to order a replacement part that can only be obtained from them, told the order would ship expedited, didn’t appear, two weeks later tried to check order status on website, website down, on hold again for an hour, to have rep explain they are having staffing issues and order won’t ship for weeks, Explanation “we are having trouble hiring.” Businesses should not sell what they can’t fulfill. Misleading and very frustrating.

This is perhaps the worst customer experience I've ever had, even when told the wait time to speak to someone, after an hour I hung up. I called again, 12 minutes i'm told, half hour I hung up. Looked on line, my order is not even there. Email will respond in 72 hours, no email back. finally wrote a letter to the head of the company. I will be calling AMEX and getting my money back, They should just close up shop

I've been a customer with Gardeners for over ten years, and mostly it's been a satisfying experience - the reviews were useful, the products priced reasonably, and there was actually customer service.

Unfortunately of late, you can call the 1-800 number and enter a queue that EVERY SINGLE TIME I CALL is a minimum of an hour wait. I'm not sure how that pans out, because who has an hour to sit on hold? Do they have more than one dedicated customer service representative? This isn't a fluke because hey, every morning for the past two weeks my anticipated hold time is between 52 and 64 minutes. ]

So why not just email? Well, again lately, once you receive a confirmation of your initial concern, YOU NEVER HEAR ANOTHER WORD. Sure, you'll get an email confirming the receipt of your email, and then nothing. Nada. What is a customer supposed to do?
CALL and be prepared to wait. Someone WILL be with you eventually. Really. And they will be helpful and patient and resolve your concern. This company is clearly going through changes (apparently not enough staff, new software, and lots of business). BE PATIENT (and kind). It's worth it.

May 12 2024 - I have been a Gardener's Supply customer since at least 1988 and this is the worst experience I have ever had. Waiting on hold for 35 - 50 minutes at the start of their business day and my e-mails never answered - definitely not customer friendly. Order for deer netting, deer deterrnet, and eath staples was submitted April 19th. May 12th - status says "Inventory assigned" and no word on shipping date.
Last year - 2023, my order was shipped and received within 7 business days, which has always been my experience until this year - 2024. Not giving up on them because of at least 37 years of excellent product and service, but may have to give up on the order and hope I find netting and repellent before the deer and bunnies find my trees.

Terrible Customer Service and Shipping. I recommend buying else where. I ordered weeks ago without a confirmation email, shipping number, etc. On hold for over 25 minutes now with no end in sight lol

I have to wonder if this company is even legit at this point.
I ordered lily bulbs on 3/13/24, and still don't have them as of May 9th. They don't answer emails, and the suggested wait time on the phone is 30+ minutes.
All of my other lilies are up and blooming. I am disgusted and disappointed.

I ordered two items (a hose and hose pot) almost 3 weeks ago. My credit card was charged, but the items haven't shipped and there is no status on when they will ship (the order status says "In process"). No-one responds to emails I have sent and the wait time on the phone is over 30 minutes. Seems this is a problem with this company. I'm out over $200 and I still have no hose to water my garden. I should have purchased it at my local garden store.

They have a wonderful catalog filled with very useful items. They send me the catalog religiously without fail. However they cannot fill an order that was placed a month ago. I have sent emails and have not received any response. I have called three times after waiting 30-40 minutes. I finally was able to speak to someone who told me that my order was on “ back order”. I asked why they just did not state that on my order status and she had no answer.
This company has major issues. They are gaslighting customers with their messaging on their “fabulous” customer service. It appears to me that being an Employee Owned entity may have a lot to do with it. They may be more concerned with what pleases their employees than staffing adequately to serve their customers. Another possibility is that this company is in financial straits and can’t get product as they are not paying suppliers. Something is not right. As an American I want high quality products at a fair price and I want it when I want it. I will take my business elsewhere when those requirements are not met.

Purchased 2 very expensive galvanized self watering planters a few years ago. Over $300 worth. Needed to order new capillary tubes for them. Took 2 weeks to get a reply. Sent photos of planters and tubes needed to make it easier for them to identify their own products. Even after locating my address, response was "Cannot find the order". I quit and hopefully this review will keep someone else from dealing with a company that claims to be "Employee Owned". Good Luck with that is all I can say.

I ordered three tomato planters at a very great price. I received an email from them stating sorry for the delay in your order. I waited a month. I contacted customer service. They said the order never went through, which I thought was strange since I received an email saying sorry for the delay in your order, after which they said there's nothing that they can do. Just use Amazon...

The people fielding the phone calls are doing their best. But these delays with zero communication are insane. I ordered my supplies almost a month ago, never got an email confirmation, my order reference number doesn't function in the website, and after 3 calls to customer service (where I'm assured each time that it'll ship soon), I still have have never heard from them. I even tried to send an email to avoid the long hold times for customer service, that has never been answered. I'm on hold for the last time now trying to cancel my order. I understand it's spring - but you're a gardening company.

I have been a good customer of Gardener's Supply Company for years. Over the past 2 years I have noticed very long wait times (44 minutes) to speak with customer service. I was contacting them to inquire on an order of Transplant Mix I placed over a month ago. They could not explain the delay. I explained that if they could not expedite the order, I would need to cancel as my seedlings needed to be transplanted ASAP. A manager, Matt came on to say he would contact their distribution division and call me back. I said again, if cant be shipped ASAP with quick shipping, I would need to cancel.
No phone call. Instead, they charged my PayPal account but still NO Tracking number available.
I wrote to cancel the order. They responded they were unable to cancel, still no tracking number tho but I was welcome to return the order.....IF i ever receive it!!!
VERY disappointed with this company and will NEVER order with them again.

Wanted to provide an update to my initial review 3 weeks ago. I am giving the overall rating a 2 now that my experience with GSC is just about over. The good news is the first part of my order arrived yesterday with the other part due to be delivered tomorrow. So it took 4 weeks on the nose for my order to be delivered.

If you have anything that is time-sensitive, I suggest looking elsewhere until GSC truly is back to operating normally.

I do feel badly for the employees who are trying to dig themselves out of a mess. With an issue that appears to have surfaced in February, though, it is perplexing that issues still remain nearly 3 months later.

I received the e-mail from GSC's Chief Operating Officer(?) last week that was likely sent to hundreds of customers. I appreciate the gesture - better late than never - but the intentional decision not to comment at all about what GSC has/is/would be doing to get this resolved was disappointing. We don't need all the details, but some would certainly have been appropriate to share. Best of luck to everyone with their orders.

Worst customer service and shopping experience of any company I’ve used in the last 10 years. The customer service phone number is a waste of time. No one answers and hold time exceed 45 min. Still haven’t received an update on my order and it’s been a month. The only time I actually got to speak to someone, they admitted they screwed up and I’d have my plant in 3 days. It’s been two weeks and still nothing. I’ve requested my money back… still no response. Thinking of taking legal action because this company is a racket. DO NOT do business with them. Save yourself the headache.