Intratuin Reviews 846

Terrible quality control

I ordered a dog licking mat from Intratuin as a gift, and the experience has been extremely disappointing. (order 2011031526)
The first item arrived completely covered in a thick and sticky layer of brown dirt. After contacting customer service, they arranged a replacement — but the second one arrived in even worse condition. It was again fully covered in the heavy brown residue.

I have now spent a lot of time trying to resolve something that should never have happened in the first place. The quality control is clearly nonexistent, and it is alarming to receive products in such a state.

I am still waiting for a proper solution, but based on this experience, I cannot recommend ordering here. Extremely poor product care and a very frustrating customer service -with long waiting times.

Click and collect......within 3 days
But never get a message that the order was ready to collect. Christmas stuf. It's allmost to late. Write about it or find the right contact is impossible.
And the answers they send you shows there's no practice there. I asked for my money so I wait.

Bought a hanging chair online — they sent a broken one.
Took two weeks to reach customer service. They sent a replacement that was even more damaged.
The third chair was finally fine, but it took over a month to receive the product I paid for.

Several promises were made, but unfortunately not kept. I was told I would receive a response within five working days, but after more than a week, I still hadn’t heard anything. I ended up calling myself – the day before the scheduled delivery – because I hadn’t received any updates. To make things more frustrating, the phone number was hidden away on the website. Only then was I told that the delivery would be delayed by another week, even though I was originally promised it would arrive within two weeks.

On the day the package finally was delivered, I received an email with an apology saying they were “busy” – and a note that the delivery would happen today. That email arrived hours after the package was already at my door. Not exactly helpful.

What struck me: I saw a review from nearly a year ago where someone experienced the exact same issue – poor communication and zero proactive updates. Apparently, not much has changed since then.

On a positive note: the products from the external supplier were excellent.

I been to the shop this morning . The cashier ask to check my baby bag saying that was a “ company police “ . After that wait to see it if that happen to another mothers and the “ company police” has not been applied to NON of the other mothers … The only difference btw me and the other mothers it’s that I am back. That it’s racism Intracentrum! That it is racism! shame on you!

I ordered a plant from their online shop. The plant was delivered with two broken branches.
I sent an email immediately. Didn't receive any reply.
Filed the complaint on their website, got a response back that they'll follow this and now it's two weeks that I'm sending the reminders... Such an embarrassing service!
I can't believe they maintained the business with such quality!

The golden pothos that i ordered on the website was infested with spider mites and most of the leaves were damaged (holes, yellow and black spots). I had to throw it away :(
With this my other houseplants were put under the risk of infestation. What a shame it is to sell plants like that!

I ordered a Kunstkersboom over 6 days ago and the online booking said 'delivered between 1 - 3 working days'. Contacted their head office and they were unable to give me any exact timing of when the order would be delivered and to date have still not received any notification that order is delayed or that it will even be delivered. Shocking customer service and follow up service. There is no way online to cancel the order either. Will never use this company again for any future orders! Very disappointing.

Ordered a Christmas tree on Sunday. Indication on the website "shipping within 1-3 days".
Got no information about my order at all. I expected at least an email about the delay. Wrote to their customer service on Thursday. Got a reply that they are very busy know and will respond within 2 days. Did I get any reply? No. I still didn't get anything.
Just got a link to track and trace.
If you have such problems with delivery
in this time of the year AT LEAST notify customers in advance - before they make an order! (I maybe surprise you but not every company has. last year we got a Christmas tree with another company within 3 days from order date).
Christmas tree is not the type of the product you can have such delays with.

Be so indifferent about customer care when you're the biggest market of plant in the country feels like behavior of some monopoly. The biggest choice and sometimes pleasant prices don't give you the right to behave like that with your customers.

Today I went to the Intratuin store in Barneveld and I had a very unfortunate experience with the security team who, on account of doing their job, have embarrassed and humiliated us by making a security request that exceeds the limits of what is normal. This was the situation, the security alarm had sounded after we left the store. Before we left the store we made a purchase and we paid for it. One of the Intratuin staff chased us out of the parking lot and made us go back to the store for a security check. The security check went way beyond what was necessary. We took off our coats, searched inside of my small bag, even inside the wallet taking out my personal belongings and put them on a table in front of other customers and with no respect for our intimacy and feelings. We were treated like thieves. We were surrendered by 3 Intraturian personal staff looking at us, in case we probably ran away I believe?? The security staff of this store has treated us in a disrespectful and also humiliating way. I think they have every right to do their job but not on account of humiliating and embarrassing customers. Intratuin watch your manners and make sure you don't do this with other people. Humiliation and shame are not part of your job. And people watch out because this can happen to you too and the experience it's not pleasant. By the way we didn't steal anything just in case there is any doubt.

Very quick and efficient assistance. I had ordered 3 products, and only 2 were delivered. I contacted customer service, and they easily set up delivery for the missing product. I then received it 1-2 working days later (Amsterdam). I saw negative reviews about customer service, but apart from waiting 10-15 minutes on the phone before talking with an agent (not really much), everything was extremely smooth.
If you receive a delivery but products are missing, definitely contact customer service so that they can check for you.
Thank you Thessa!

Even though I ordered all products at the same time (with the same payment) I received them all at different times. Now I've got to stay home on 5 different occasions instead of 1, who would want that?!
Furthermore, the pots I ordered were packaged extremely poorly and arrived broken.
To add insult to injury, a few days after I'd ordered (when I had already received parts of my order) I suddenly got the message they couldn't find some of the products I'd paid for and that they would cancel these and send me back the money.
In short: unreliable and amateurism. I've never ordered somewhere where deliveries went this badly. I hope I'll be able to get my money back for those broken pots. The time I wasted on this I'll never get back though I'm afraid.

Terrible experience in Amsterdam Intratuin. The employees were unhelpful and made me feel like a nuisance (not for the first time), when asking if they had a plant that appeared to be in stock on the website. All the employee said to me was "the website lies". With no apology or sign of empathy.

This is not the first time I was made to feel like I was wasting their time by asking something that would take 30 seconds to communicate.

From looking at the other reviews here it seems to be a company countrywide issue, maybe its time to look at your employees and train them on how to be human/show empathy to customers.

For tools, soil, baskets - delivery is working well, I didn't have any problems.

Many products are not available online (other webshops deliver plants and ceramic pots, why don't you?).