On the 20-Jul I contacted GardenSite for a part for my failed 'water pump' , a Titan 3000 (no longer available). I not only spoke to someone who was fully conversant with the product but spent some t... See more
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Needed another shed and found this site offered a great selection at good prices. I thought about a metal one but finally settled on a traditonal wooden design after being advised by Gaby (I think tha... See more
Bought Juliana Greenhouse that fell in to pieces after a storm. Installed by a recommended installer from Juliana. Glass panes flying around the garden and one crashing against the house (they ar... See more
Company replied
After storm Isha broke my greenhouse glass, I ordered 2 toughened glass panes from GardenSite. Great value, beating numerous other sites, and even better speedy delivery. Superb packing, expertly don... See more
Company replied
Company details
- Garden Center
- Fence Supply Store
- Garden Building Supplier
- Garden Furniture Shop
- Grill Store
- Pond Supply Store
Written by the company
GardenSite have over 12,000 home and garden products available to buy online with direct home delivery right to your door. Our family business has been trading online since 1999 and over this time we have built up thousands of genuine trusted 5-star reviews from satisfied customers, this means when shopping with us you will have the confidence in knowing you'll receive the high level of service that's deserved when shopping online. Low prices, price match promise, massive savings on top brands and special discounts are just a few of the advantages of shopping with us.
Contact info
211 - 213 Chester Road, West Midlands, B73 5BD, Birmingham, United Kingdom
- 0121 355 7701
- customercare@gardensite.co.uk
- www.gardensite.co.uk
4.2
Great
4K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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First class service
I recently had a problem with an automatic vent opener which had failed. I contacted the company and was offered a friendly tip that may cure the problem.
Unfortunately this didn’t work so a replacement unit was sent the next day.
My thanks to Kayleigh for her advice and help in sorting this problem.
Absolutely FIRST CLASS SERVICE 👍
Would recommend this company to anyone!
April 3, 2022
Unprompted review
Reply from GardenSite
Dear David,
Thank you for your glowing review.
We are pleased to hear that you were happy with the service received and we appreciate you taking the time to share your positive experience with us.
Should you require any further assistance, please do not hesitate to get back in touch.
Kind regards,
Customer Care Team / GardenSite.co.uk
Thankyou so much to Gareth and James…
Thankyou so much to Gareth and James who installed my vale greenhouse this week . They were professional, courteous and did a fantastic job . The greenhouse is beautiful and extremely good value for such high quality framework . A very happy customer .Sarah Danson
April 1, 2022
Unprompted review
Reply from GardenSite
Dear Sarah,
Thank you for your 5-star review!
We are over the moon to read your comments and rest assured that these will also be passed back to Gareth and James.
Thank you for shopping with us here at GardenSite and we do hope to do business again with you in the near future.
Kind regards,
Customer Care Team / GardenSite.co.uk
We purchased a lovely lean greenhouse
We purchased a lovely lean greenhouse, which arrived last Monday . The service was fantastic and all very friendly & helpful . A very lovely delivery 🚚 gentleman also . We would recommend Garden Site to anyone looking for a perfect green house
Very very happy 😃
March 28, 2022
Unprompted review
Reply from GardenSite
Dear Glo
Thank you for your kind review regarding your order for your lean-to greenhouse!
We are pleased to hear that you were delighted with both the item and the service. We will be sure to let the transport team know of your kind words towards their delivery driver.
If you have any further questions in the future please do not hesitate to contact us.
Kind regards,
Customer Care Team / GardenSite.co.uk
Appalling standard of item sold
I recently purchased a garden statue from this company, which I returned (at my own expense) as the arm did not sit firmly in the main part of the statue and freely wobbled about (but it wouldn't fall off completely).
At the time the customer services made up the same statue where the same thing happened. They also checked with the US and China where the item comes from and I was advised that this was the way that it was meant to be therefore there would be no refund of the postage (£80).
After raising a complaint with the partner I was advised that 'hundreds of happy customers have brought the item over the years'.
I am at a complete loss as to why anyone would be happy to sell this item in this way, let a lone someone purchase it and think it's as it should be - I couldn't find any reviews of the item on this site to verify 100's of happy customers! and I was unsure why the Customer Services, having seen my video and sold hundreds, needed to build a statue themselves!
Since my complaint I have managed to purchase the same statue significantly cheaper, with free returns and no wavy about arm!!
Despite this clear and obvious difference I have again been told that 'each item is hand cast and each piece will vary as a result'.
My £80.00 is lost, I understand that but I would warn anyone purchasing this Rhiannon statue (CL4974) to see it in person and DO NOT accept that the arm is loose, if you buy from another supplier the arm sits firmly in the socket and is a lovely statue to have.
March 25, 2022
Unprompted review
Reply from GardenSite
Dear Julie
Thank you for taking the time to write a review.
Unless otherwise expressly agreed in writing, the customer will pay for the cost of returning items when exercising their right to cancel/return a product.
Following your concern with the arm, I can see that this matter was investigated directly with the manufacturers (Design Toscano) who confirmed that no fault or defect was apparent. We also describe the product online as being 'hand-finished' meaning that every piece will vary slightly.
We have sold many of these particular ornaments and apologise if you were not satisfied with your purchase. We are, however, pleased to hear you have been able to purchase this item again from another supplier and you are happy with the product received.
We have a wide range of items available on display at our Show Site in Sutton Coldfield and would highly recommend contacting our Customer Care Team should you wish to see an item in person prior to placing an official order. This information is also available via our website.
Kind Regards
Customer Care Team / GardenSite.co.uk
Terrible company slow at everything
Terrible company slow at everything, brought fish lights not correct ones they are refusing to give me a full refund they have only refunded £32.99 not the full amount of £82.99, be very careful what you buy from this company I completely stand by my review I have checked with Royal Mail and the do not charge £50 I can’t believe the lies this company has told, steer clear of them
March 11, 2022
Unprompted review
Reply from GardenSite
Dear Sue I,
Thank you for your feedback.
We were aware of your intent to leave feedback after a phone conversation with a member of our Aquatics team in which you stated you would take to the internet to 'drag our name through the mud'. As you will be able to see from responses to reviews left by other customers, we welcome and take on board all feedback, good or bad, to ensure we are continually improving our service and systems where possible. However, it is difficult for us to do this accurately when reviews are biased, unsubstantiated and not reflective of what actually happened, as in this case.
To clarify, you placed the order yourself over the internet on 9 March and we dispatched the item (as on the order) a few days later. You then contacted us to advise that you had ordered the wrong light and needed to change the order. Unfortunately, as the light had already been dispatched, we were unable to do this. We advised you that the best way forward would be to accept the item and then post it back to us in exchange for a full refund. You could then place a whole new order for the correct light through the website. However, you decided to go against our advice and refused the delivery, which, in turn, incurred a 'refused delivery' charge which was billed to us by our courier (Parcelforce), hence the amount that was deducted from your refund. May we take this opportunity to confirm that we do NOT profit from this charge in any way - it is simply a raw cost that is passed back to us from the couriers and we as a company are not liable to cover this in such circumstances. More information on this can be found in our Terms and Conditions which we encourage all customers to read prior to ordering with us.
We believe that our Aquatics team made all reasonable endeavours to help you in order to ensure the best possible (and least expensive) outcome, however, we feel that this advice was ignored which resulted in a much less favourable reality for you as the customer. Therefore, we dispute your comments that we are a 'terrible' and 'slow' company and, adversely, feel that we acted efficiently in helping you to resolve the issue.
We apologise again for any inconvenience, however, we cannot take liability for customer error and/or subsequent charges as a result.
Kind regards,
Customer Care Team / GardenSite.co.uk
In Stock - Not in stock
Purchased expensive items on line. Was happy with my choice until I received a phone call stating one of the items was out of stock even though their website showed it as in stock. Disappointed this was the second company that did this to me today and now I have several hundreds of pounds sitting in a refund queue.
I wished their stock system actually worked it would be a better experience.
When I asked why it was listed as in stock, the response was. I don’t know.
February 28, 2022
Unprompted review
Reply from GardenSite
Dear SK,
Thank you for your review and we are sorry that it is not more positive.
Once again, we do sincerely apologise that we were unable to fulfil one of the items in your order. For products that we source from external suppliers, we receive stock reports from them on a weekly basis and update our website in accordance with the data they provide. Regrettably, this means that, on rare occassions, items can be marked as 'in stock' that have recently sold out, especially during peak seasons when the stock is moving fast. We are working to improve our systems every day as we want our customers to have the best experience possible when shopping with us and so we do greatly appreciate your feedback.
I can see that our Accounts Department issued a full and immediate refund on the same day that you requested to cancel the order and we hope that this would not deter you from ordering with us again in the future.
Should you need any further assistance, please get in touch.
Kind regards,
Customer Care Team / GardenSite.co.uk
Bought Juliana Greenhouse that fell in…
Bought Juliana Greenhouse that fell in to pieces after a storm. Installed by a recommended installer from Juliana.
Glass panes flying around the garden and one crashing against the house (they are mounted on tiny wire clips that provide security only in windless countries). Frame bend from the wind. Meanwhile neighbours greenhouses and old sheds untouched by the wind.
AVOID these garbage greenhouses, buy something safer and fit for UK weather.
February 24, 2022
Reply from GardenSite
Dear Maciek Kołtunowicz,
Thank you for your review which was unexpected as we have not received any previous communication from you regarding your concerns. We are, however, very sorry to hear that your greenhouse has been damaged in Storm Eunice during which wind speeds reached up to 122mph.
Regrettably, we are unable to make a claim to the manufacturer on your behalf as the guarantee does not cover against storm damage caused by adverse and unprecedented weather conditions.
Assuming you have home/outbuilding insurance, we recommend that you contact your insurance company and begin the process of submitting a claim which should allow you to claim back the money paid and, subsequently, buy a new one. We can, of course, provide you with an insurance quote in this instance.
Our Hall's greenhouses are a reputable and trusted brand and, as such, we dispute your comment that they are 'garbage' - we continue to sell thousands of this brand of greenhouse every year and have done for the majority of our trading period. Whilst we understand general wear and tear will occur over time, it is only in extreme adverse weather that we experience claims of severe damage. As a result of this, we have a range of replacement parts available to assist with repairs or, alternatively, our Customer Care team are on hand to advise the most suitable point of call to assist with claims.
I can see that your greenhouse was delivered over a year ago now with no previous queries or concerns raised on the quality of the item received, which also leans to the opinion that the issues you have encountered are due to the unprecedented recent storms.
Please get in contact with us should you require any further assistance - we are more than happy to help and assist you wherever possible.
Kind regards,
Customer Care Team / GardenSite.co.uk
Wonderful customer service when we…
Wonderful customer service when we ordered by phone, prefer to do that instead of always online, it's always nice to speak to someone who is friendly, polite and helpful 😁 Our water feature came a few days earlier than expected and we are so chuffed with our purchase, it has the sound we wanted and looks ace and we highly recommend GardenSite and also the water feature.
February 17, 2022
Unprompted review
Reply from GardenSite
Dear Val Hine,
Thank you for your excellent review.
We pride ourselves on our customer service and this is why we will always have an option for customers to call our phone line and speak with someone in person rather than having to email.
We are pleased to hear that our staff were friendly and courteous to you and that, most importantly, you are very happy with your water feature!
We hope you enjoy using your purchase from GardenSite.
Kind regards,
Customer Care Team / GardenSite.co.uk
Great Service, great products!!
Ordered two 5x3 Lotus metal sheds and absolutely delighted with both, instructions are easy to follow as long as you take your time and read through them. I erected them both on my own in about four hours for each. Customer service and after sales were brilliant too as I was inadvertently sent one wrong part but the correct part was quickly replaced with no fuss. I would definitely use again and recommend to everyone.
February 10, 2022
Unprompted review
Reply from GardenSite
Dear Nicholas Gill,
Thank you for your excellent 5-star review!
Our Lotus sheds are always a popular choice as they are great value for money and relatively quick and easy to assemble. As such, your comments regarding the clear instructions echo this and we are only glad that this reinforces other customers' comments.
We do apologise for the slight hiccup with the incorrect part, however, we are very glad to hear that this was sorted efficiently for you and we are pleased that you would use us for future purchases!
Kind regards,
Customer Care Team / GardenSite.co.uk
Great service
This is the first time dealing with Garden Site.
The lead time was between 5 to 10 days and to my amazement, the consignment was delivered in 2 days, fantastic!
The negative side to this review is their courier, I wouldn't pay them in washers. No contact from them whatsoever hence only 4 stars.
Otherwise a great service from Garden Site, thank you.
February 8, 2022
Unprompted review
Reply from GardenSite
Dear Alan Brady,
Thank you for your great 4-star review!
We are over the moon to hear that your product was delivered well within the lead time and we do sincerely apologise for the lack of contact from the courier. We are working with them to improve this service in an effort to ensure that communication remains clear and the customer is kept informed at all stages of the delivery process.
We hope that you would consider purchasing from us again in the future.
Kind regards,
Customer Care Team / GardenSite.co.uk
Good plants
This was the first order with this company and I will happily use them again. The plants arrived promptly and were packed well, healthy and a good size.
January 13, 2022
Unprompted review
Reply from GardenSite
Dear JK - Farnham,
Thank you for your excellent review.
It is always tricky packaging delicate items, such as plants, due to their fragility and susception to damage. Our Dispatch team works tirelessly to ensure that all deliveries arrive in-tact and I am happy to hear that this was the case with your order.
We wish you luck with the upcoming growing season!
Kind regards,
Customer Care Team / GardenSite.co.uk
Fantastic level of service. Aquatics dept.
I had a garden pond pump not manufactUred any longer which needed a replacement part (or replacing altogether) Andrew (the manager of the aquatic section) went out of his way to help. even tried other parts to find a compatible part for me to get up and running again. No pressure to buy a new one, just the replacement part. Taken aback by the level of service. Excellent.
January 10, 2022
Unprompted review
Reply from GardenSite
Dear Michael Foley,
Thank you very much for your 5-star review.
Andrew is one of our Partners and is very enthusiastic about all things Aquatic! His passion and extensive product knowledge shines through which allows him to provide an unparalleled level of service to each and every customer, and we are only glad to hear that you were more than satisfied during your communications with him.
Should you have any more queries, please do not hesitate to get back in touch - we are always happy to help!
Kind regards,
Customer Care Team / GardenSite.co.uk
very good greenhouse
January 3, 2022
Unprompted review
Reply from GardenSite
Dear Peter,
Thank you for your great review.
We appreciate your feedback and would like to thank you again for your purchase.
Anything else, please get in touch!
Kind regards,
Customer Care Team / GardenSite.co.uk
From start to finish the whole process…
From start to finish the whole process was extremely easy the staff on the phone were really helpful delivered on time as promised and were really happy with the cabin faultless service
January 1, 2022
Unprompted review
Reply from GardenSite
Dear Christopher Bartley,
Thank you very much for your kind words towards both our products and our service. Our Customer Care team work relentlessly to provide the highest level of service so that our customers can have a positive experience from the moment they place their order right through until the day that their product is delivered.
Our Shedlands Hobby 6 ft Wide x 8 ft Deep Cabin is a popular choice and we are sure that it will serve you well for many years to come.
Should you require any further assistance, please do not hesitate to contact our After Sales team on 0121 355 7701 / customercare@gardensite.co.uk.
Kind regards,
Customer Care Team / GardenSite.co.uk
Excellent service
Excellent service! There was a broken bit in shed I bought, they replaced it immediately.
December 31, 2021
Unprompted review
Reply from GardenSite
Dear bill657,
Thank you for your 5-star review!
It is a great shame to hear that a component of your product arrived damaged and, for this, we do sincerely apologise again. I can see that our dedicated Customer Care team worked efficiently to get the relevant replacement part out to you and I trust that you are now putting your new shed to good use!
Thanks for your comments and we look forward to welcoming you back to GardenSite again very soon.
Kind regards,
Customer Care Team / GardenSite.co.uk
The green house that I purchased came…
The green house that I purchased came complete with shelves. It’s very well made and looks really good in my small garden. There was a long lead time because of the pandemic but I was warned when I bought it and in fact it came ahead of schedule. It was fairly complicated to build so make sure that you have plenty of time or it will become super stressful. My criticisms are that each set of shelves attaches in a different way so you have to work out the fixings every time - with a little bit of thought this could be simplified so that they all attached in the same way. One set of open shelves are designed to carry seed trays, a great idea but the trays are not a standard size and I can see having problems finding replacements that fit - it would have been simple to use standard sized seed trays. Those things aside it is a stylish addition to a small garden and I’m growing all kinds of things in it already.
December 29, 2021
Unprompted review
Reply from GardenSite
Dear CMac,
Thank you for your honest review - we will certainly take your comments on board and feed these back to the relevant design and technical teams.
I am pleased to hear that you have now completed the build, however, should you require any further technical or installation information or advice, please do not hesitate to call us on 0121 355 7701 and one of our in-house advisors will be more than happy to help.
Thanks again for your feedback and we wish you many happy growing seasons.
Kind regards,
Customer Care Team / GardenSite.co.uk
Bermuda cove pond arrived on time
Bermuda cove pond arrived on time, and was well packaged. It has now been in my garden for six months and has been colonised by insects and fish.
December 29, 2021
Unprompted review
Reply from GardenSite
Dear Margaret,
Thank you for your 5-star review!
We are so pleased that your pond has been taken over by lots of insects and fish - this is what we like to hear!
Thank you for your purchase and we look forward to welcoming you back again in the near future.
Kind regards,
Customer Care Team / GardenSite.co.uk
Great Company, highly recommended.
Bought a hanging Demon in October, was told it would arrive before Christmas, which it did. Wife loved it but when I went to hang it, it broke. Contacted them, they replied the same day and issued a refund that day. So although it broke the service was exemplary. Thank you.
December 28, 2021
Unprompted review
Reply from GardenSite
Dear Pete Long,
Thank you very much for your 5-star review.
We do apologise again for the issues experienced with your Demon, however, I am pleased to hear that your refund request was processed on the same day that you notified us of the fault. Although there was a problem with the product itself, I am glad that our Customer Care team was able to rectify the situation quickly and effectively.
Should you need anything else, please do not hesitate to contact us.
Kind regards,
Customer Care Team / GardenSite.co.uk
No problems with Gardensite
No problems with Gardensite, their supplier was a bit variable, but Gardensite dealt with my issues on my behalf.
December 27, 2021
Unprompted review
Reply from GardenSite
Dear Phil,
Thank you for your great review.
We do sincerely apologise again for the slight hiccup with the missing brackets - I understand you are now in posession of these and that the matter has been concluded.
We do hope that you would consider placing an order through GardenSite again in the near future.
Anything else, please do not hesitate to contact us.
Kind regards,
Customer Care Team / GardenSite.co.uk
Terrible!
Terrible!! Very badly made! Doors too small for side end openings. Timber splitting and warped! Screws inadequate! I could go on! Not wortthe money. Was a present from my family! I could have bought a better one. Didn’t complain as it wasn’t put together for few months due to illness. It was stored flat.
December 27, 2021
Unprompted review
Reply from GardenSite
Dear Consumer,
Thank you for taking the time to write a review.
We are very sorry to learn of the issues you have experienced with your greenhouse - we certainly do not wish that any of our customers are dissatisfied with their purchase. I have taken a look and cannot see any communication from you regarding any of the problems you have reported in your review prior to posting on Trustpilot. Here at GardenSite, we have a Customer Care team who deal specifically with aftersales and who would have been more than happy to help you should you have got in touch. We understand that, sometimes, there are issues with deliveries that require rectification or further investigation and we are always willing to help wherever we can.
Should you wish to further discuss this, please email us on customercare@gardensite.co.uk quoting reference number 361854 and we will make all endeavours to provide a favourable solution for you. Please remember to include photos of any defective items and a brief outline of the perceived issues.
Thank you for your time and we look forward to hearing from you.
Kind regards,
Customer Care Team / GardenSite.co.uk
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