Gardener's Supply Company Reviews 805

My complaint sounds like everyone else. Ordered a fountain in the earl part of may. Got the confirmation but not a delivery date. It's now been a month. Getting through on the phone is a joke. Have email that they are looking into the order and will get back to me. THEY HAVEN'T YET!!!!!!

I ordered something that was on backorder for them. They sent me a couple of emails regarding the delayed shipment. After 3 weeks I bought the exact item on Amazon for much less. Then GS finally shipped the item........I had no opportunity to cancel the order. Call their employee owned 800 number and you get this recording that is foolish. Wait time has never been less that an hour? They direct you to their website where you can ask questions. I did that 3X and never got an answer. I will never buy anything from them again. If I return this item, I will never get credit if this is the way they treat people. It is now June 17th, and I see a chance to update this rating. I received a voice mail from someone and a follow up email from her about the same time. Very busy is the excuse. I had disputed my purchase with AMEX and my account was credited. Then GS refunded my money also, and told me to donate the item to a charity. So that is one check in their behalf. I still would never want to go through this again and cannot believe all the reviews here are almost identical to mine. Employee owned? Gracious!

I guess I should have read these before ordering. What a bunch of bullsquirt! They very quickly took my money but I received nothing. When I asked about my order they were manufacturing it!?! I am sure this is a scam company. Absolutely positive. Don’t order! Unless you want to just give money away. Zero stars but couldn’t write a review without making it at least a star.

I wish I'd read these reviews before I ordered. I spent hard earned money on a product three weeks ago and have had no updates whatsoever. When I emailed I got a form response to say the "employee owned company is working diligently" to fill the orders. They seem to think that being employee owned gives them a free pass not to fulfill their orders. I have a suspicion they are already in bankruptcy. I will have to file a claim with my credit card bank, I guess.

I ordered a soaker hose kit for my 6’x10’ raised bed garden. The raised bed was not a Gardener’s Supply product. Ordering was easy. So was paying for it as my credit card was charged almost immediately. I was told to expect shipment of my order in “5 to 12 working days” as I recall. That’s when the problem began! As reported above ordering was easy; following up was not. Each-of 2-follow up calls resulted in a wait of over one hour and I received recorded calls advising me that “The employee owned company was working very hard to fulfill customer orders.” Simply not true!

I'm posting to let prospective customers know what they might expect in doing business with Gardener's Supply. Almost a month ago I placed an order. It was confirmed. Three weeks later I had not received my order or received any communication that it might be delayed. I decided to cancel the order. Over the last six days I have continually tried to reach Gardener's Supply by phone and email. Each time I called I was placed on hold with the message "your wait time is..." The wait times start out at 32 min. (after holding 45 I hung up). 45 minutes (didn't even try to wait) and most recently 17 minutes - I finally hung up after waiting 54 minutes. The message also prompts you to email at their "info" email. So I tried that multiple times from several different email addresses - each got this message: "There was a temporary problem delivering your message to info email. Gmail will retry for 23 more hours. You will be notified if the delivery fails permanently." Gmail has continued to retry and I get the same message. Finally I found the company's local phone number in Burlington, VT and have called that multiple times. Of course no one answers and you get the recording the receptionist is on other calls. No opportunity to leave a message. As I said this has been going on for six days. I have now spent almost three hours total on hold. HORRIBLE customer service and they are impossible to communicate with. Their decent products aren't worth the frustration - go elsewhere

Horrible. 10 days ago I ordered something and no update to the order status when I log in to check on my account, it just says 'inventory assigned'. Was on hold for over an hour yesterday (estimated wait time 30 minutes) and I had to hang up as I had to join a work call. Another phone call today and wait time is 54 minutes. Emailed and no response. I think they must have about 5 people working at the entire company. An absolute joke. It's peak gardening season in the northeast and you would think they would have their act together. Just waiting for this planter to arrive now not knowing when that could be. I would NEVER order from this company again.

This company is a hot mess. I placed my order in April 2024 as a 'guest' because I could never login to my account. Kept getting some error stating 'email verification required' and I never get this email nor can I ask them to resend verification...So not a good start to this order. I even sent them an email asking how to sort out how to access my online account and no reply (3 weeks since I sent email to them). Order came after I emailed a complaint to them in May asking where my stuff was. So, it took about 6-8 weeks to get everything. Ridiculous amount of time! Plus things came shipped all separate...hanging pots but no soil and so on. I determined I don't want a railing hanger (not made well and will tip as soon as I put dirt in it) and realized they do not offer prepaid labels for returning items?! They want me to pay for the return of this very large box which will cost me more than the cost of the planter! I tried to call them but wait time was 51 minutes!! Ridiculous! I am never doing business with these folks again. Scammy and you can't reach customer service for anything.

After 10 days of "pending order", I called customer service and 23 minute estimated wait time turned into 1 1/4 hours. I was told all three items were in stock and would ship in 3-4 weeks. What a ridiculous and callous situation. I wish I had read these reviews earlier. Companies like these do not deserve to be in business- lack of transparency and lack of customer service. They obviously don't give a sh__, so take your money elsewhere.

I ordered to things from GS in March and am just now at the end of May receiving them. In order to return them they tell you to use the enclosed packing slip with the return label. Neither package had a packing slip. I have called numerous times and have been told my wait time would be greater than one hour. I have never been able to reach anyone. I sent an email but the only response I received was that they received it. I will never order from them again. That option will likely not be there since I expect that Gardener's Supply will not be around much longer.

I am so disappointed!!! I bought 2 hanging baskets on April…… it’s the end of May and NOTHING! I contacted them twice with no response other than “ thank you for contacting us and we will get right back to you” and when I called……. 45 minute wait was my estimated time! I am frustrated and I feel this is NOT the way to run a reputable company! I guess I will take my business elsewhere given the lack of response my reaching out has received!

Terrible company to purchase from. I ordered a few items over a month ago and still have not received them. They bill my card, then refund it, then bill it again.

Customer service does not answer their emails and the call time for the phone was over an hour. I had to hang up after 65 minutes on hold.

My order still shows as pending. Wish I would have researched them first. Gardener's Supply Company has terrible reviews across the internet.

This Company is ON THE DOWN HILL now, please don't do any business with them!

They seem to resent it if you use free shipping, it seems that they think just leave it laying around in the back of their warehouse forever. They over market their products and also overcharge for them. Try to get anything from them to be shipped to the western US - not going to happen for maybe 6 to 8 weeks for god's sake!

I have ordered many items from Gardeners Supply and had prompt delivery and was satisfied.
My most recent purchase had an order confirmation. When I checked to see when the order would arrive the link would not recognize my email….the one that sends multiple emails per week ( specials etc)
Customer service phone call connected me to a medical device company ( I can’t make this stuff up)
Now emails are returned as undeliverable. Time for a BBB audit!!!!!

I have been a customer of Gardners in the past and was very happy, but at this point they have lost me as a customer. I ordered raised beds two months ago and I still have not received them. It takes a minimum of an hour of wait if you want to talk to a person, which is the only way to get status or cancel an order. They now have the items on Amazon with a two week turn around. So I tried to order through amazon and immediately it pushed out by one month (which is still quicker than ordering directly). I tried to cancel the order through Amazon that will not ship for a month and they are unable to cancel and instead I would have to wait to receive it and then drag the large package to a location to be returned. I don't know how they will stay in business with this horrible level of service.

This company has failed. What was once a trusted resource and supplier is now unable to deliver. Failure to proactively communicate on their inability to deliver has worsened the situation. The constant requests via email and snail mail to do more business with them are infuriating, laughable, and disappointing. Shop elsewhere.

Really less than one star…have ordered things for years with no problem. This year??? No correspondence..voice mail a joke… however no problem billing for items never received . Have contacted my bank hoping they can get my money back.

Ordered supplies a month ago, they haven't arrived and no one answers phone. Sent emails twice to cancel and finally received a terse response that it was "too late" and I had to just wait for it and then return it AT MY EXPENSE. There is no ETA. So they will get to it when they get to it, and I have to make time to take it to the post office, pay $$$, and then hope they can manage a refund in a timely manner?
I'm stuck. I used to order from here a few times a year but something changed and I won't go through this again.

Absolutely terrible customer service. Placed order on April 29th. Called 2 weeks later and was told the wait time is 57 minutes. Called back as school or landscaper and got a hold of someone who was rude that I did that and was told that I was 1 of 87 other people waiting to talk to somebody. I've used this company in the past with no issues but now it's a huge issue and will never recommend them again.