Gardener's Supply Company Reviews 805

Terrible customer service!! I have been trying to find out the status of an order I placed on 4/24/2024 and have been unsuccessful in trying to reach someone, anyone. I have emailed this company 3 times, called 3 times, and the wait time was 60 mins of which I did stay on the line, like a dope, and still did not reach anyone!! If you are smart, stay away from this company.

I have an order that was placed 1 month ago. They have charged me for it but not sent it yet.i have emailed 3 times with no response. Called daily and on hold for do long I have to hang up.
Impossible to contact them .

From the product descriptions and information about the company, I expected excellent customer service and seamless ordering and shipping. I ordered a producdt that was listed "in stock," and have been waiting for 3 weeks. The item has not been shipped. My account was charged. I have contacted customer service 3 times and received auto-generated responses thanking me for my patience. I have called the company and waited on hold for over 57 minutes with no answer. Very troubling and seemingly no recourse.

First their emails are unverified and untrusted by google so I can’t get them. Reached out several times to customer service, no response. I placed an order on May 5. It’s May 21 and I still don’t see shipping. I try to look up the order status online and it doesn’t work. I tried twice to cancel and get a refund as this was a Mother’s Day gift. Still no response from customer service. I want my money back.

I’ve had the same experience as the 2 most recent reviewers. I’m new to Gardener’s Supply. I’ve read about the quality of their products, and it’s only logical to think that employees who have skin in the game would prioritize customer service and satisfaction. I ordered one small item over 3 weeks ago. And when it didn’t arrive after 2 weeks, I sent both and email just to inquire about my order. I didn’t get the response, as promised, within 48 hours. I didn’t get one at all. So I called, and my wait time was 52 minutes! After 20 minutes I gave up because I couldn’t listen to the message that promised that customers were valued. The only way to resolve this from my end was to cancel the charge on my credit card, which I did. That was yesterday. Miraculously today, I received an email that my product had shipped. Ugh? There are other reputable garden supply companies out there who sell the same merchandise. Customer service is everything these days. So I will not be buying from this company again. I will also spread the word.

I have ordered from GS for a long time, more than 20 years, without a problem. This spring, I ordered a few pots, and the emailed receipt said they would arrive within 8 days. Never arrived. No follow up. When I finally contacted GS, was told the warehouse was 4 weeks behind. A change in their computer system meant I no longer had access to my order info. I cancelled the order.

I asked why phone wait time was over an hour. The place is in chaos, apparently, and they are not hiring more customer service staff. They are not issuing any info to customers, like an email explaining the issue.
Very disappointed.

Called Customer Service because I had not received my order that stated it was available and would be shipped between 3 to 7 business days. After listening to a recording touting that they were employee owned and therefore provided great customer service I was told the hold time was 58 minutes. I hung up called back later and the wait time was 48 minutes. When someone did answer I was told that they had my order and that "it would be shipped shortly but the warehouse people were behind". Other than saying it would be sent shortly she was unable to provide me with any additional information. For what Gardner Supply charges for their items, you would think they would be able to provide a good customer service. As a native Vermonter I want to support a local business but not if the company has no regard for their customers.

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.