Waitrosegarden Reviews 240

I recently bought two Annabelle hydrangeas from them, once they arrive I saw one only had two buds and the other only 4. I called to say they didn't look healthy. I was asked to send photos and someone would contact me with 48 hours this was the 28th March. I am still waiting!!!!!

Garden by Waitrose has the worst return policy I've experienced in years.

My partner bought garden fences from them and found out it's nothing like the sample pictures.

Contacted customer support and was told we need to send it back ourselves, i.e. they don't offer any pickup service so we need to bring the whole thing to Post Office, and they won't even reimburse the delivery cost.

Granted that sometimes our vendors also don't provide a pickup service and you need to bring your returns to a pickup point, but in those cases they'd at least offer to reimburse the delivery cost fully. Why Waitrose does not do the same is mind-boggling to me.

Nightmare from start to finish
I ordered a fire pit and a mesh screen for the top. When it arrived I was immediately suspicious when I saw the horrendous attempt at packaging. Needless to say, the top mesh screen was dented so I told the driver to take both packages away.
I was told I would get a replacement however it was obvious the replacement was the self same items.
When I opened the actual fire pit package, that was all scratched and the box also contained 2 bottles of random fluids; one of which was labelled sulphuric acid. This I found really shocking. Noone could explain where this had come from or seemed remotely bothered when I informed them.
After various emails I arranged to send it all back and get a refund however it was clear that Customer Services could not care less. When I asked about how to go about making a formal complaint I was advised to contact the same generic Customer Service email address. I didn't bother in the end. I will not shop with them ever again.

Worst costumer service, even after sending proof I have not received any delvery from them. Tried calling and all you get is an AI robot.
Person I emailed just keeps sending the same response.

Excellent experience from start to finish!
Plants ordered were delivered within 36 hours by a friendly Yodel courier, and were well packaged, impressively healthy and well potted. I'm happy I ignored the poor reviews and would definitely recommend to anyone. Happy customer!

I needed a bunch of garden tools and was a bit worried seeing the poor rating on trustpilot, but decided to take the risk and place the order as I was not able to find the tools I wanted at competitive prices anywhere else.
Delivery was quicker than expected as the items arrived about 36 hours after I had placed the order, all well packaged.

Well, I had a very good experience. I ordered a large Kentia palm and it came extremely well packaged and extremely healthy and I'm very happy.

Received the star succulent plant earlier this week as a present. 1 succulent broken. The box does not travel well as it just says on the top contains live flowers & plants manual handling only!! Not fragile! It gets knocked over in transit & the soil spills out. I have received a replacement & at least the plant are OK but less soil spills out. I think that it should be packaged with more protection inside the box.

Yodel website stated driver had left delivery in safe place even though i had not requested this, it was supposedly left in our porch. This was a bit of a surprise as we don't actually have a porch!
I had ordered 2 plants and 2 pots, one of the plants was a poor specimen and one of the pots was broken.
We shop at Waitrose and John Lewis frequently because they are very good at what they do.
I was very surprised by "The Waitrose Garden Shambles" Delivery and product poor.
Had i known they used yodel as their carrier i would have gone elsewhere and that is what i will do in future.

I wish I’d read these reviews before ordering. Items said 2-3 days for dispatch but took a week. No dispatch confirmation email so I had to contact them to ask if my order had been shipped. Received a reply the next day saying yes it had and would be delivered that day. Waited home all day, nothing came. Tried to call their customer services but it’s an automated thing that talks rubbish at you before disconnecting without giving you the option to speak to someone. So I sent another email, reply received the next day saying my order wasn’t delivered because of traffic so delivery has been rescheduled for 4 days time! No communication at all, unless you email them and wait for a response. Can’t speak to anyone by phone. Absolutely awful service.

Please do trust the poor reviews as I have received plants in poor condition and customer services are absolutely dire to deal with. They really are not interested and make it very difficult for you to return the plants at your expense. It is an entirely awful service. Quite frankly, very offensive. They simply don't care. Please go to your local garden centre, where I am sure you will receive a much better service.

It's very clear why 90% of the reviews are bad, I got horrible plants and paid super high prices and when I called to ask for a refund I was told that that was nothing wrong with the plants haha
Ridiculous, don't buy guys

I ordered some wallflowers earlier this month. I received them yesterday, well within the specified two weeks and the plants were a good size and healthy. Very pleased.

Sadly my experience is similar to many. Expensive plants and extremely small, one looks like it will fail. When buying make sure a picture of the actual plant you are buying is on the website. You can return plants, but you will pay the postage both ways. Customer service was professional, but no solutions offered. Waitrose has been a company I can trust, unfortunately Waitrose Garden had dented my trust.

Poor customer service post delivery of wrongly-labelled plants. Please note a manager will only respond within 48 hours. Company policy is only to refund cost of goods and delivery even if the wrong plants are delivered and customer has to send copious emails as well as look after the plants and wait around until they are collected. No offer to fulfil order correctly as plants ordered not available so now have to wait until next year.

Ordered a Lucca flowerpot. Pot received had the quality of a factory second, a dent and 2 obvious surface incised marks.
Waitrose felt such marks were acceptable. (I was expected to pay for both sets of postage to receive a refund for the pot. Accepted a 35% discount rather than organise and pay for return of this shoddy item.)
Although the Lucca Terracotta pots are individually hand thrown and a little variation would be acceptable, the marks were such that it made it unattractive. It appears there was no quality control on this item.

Ordered 1 item in stock to be sent within 2 to 3 days; item was actually dispatched a week later. Contacted customer support who did not address the main object. Paid for delivery and gift wrap over the odds to get this on time and was really let down.

I purchased 2 x lead lite cubes flower pots and 8 feet 45cm x 45cm x 45cm . Only one pot and one foot was delivered so after many phone calls they could not track the missing pot after nearly 3 weeks of waiting. Rung again said they send another 1 and it had been dispatched on the Friday. I sent an email on the Monday to check it had been dispatched but then I got a email to say they had no more pots. So someone is clearly lied as it could not have been dispatched on the Friday. After many more phone calls they will only refund me for one pot and won’t issue refund for the other pot until it has been collected and returned to there supplier so if it goes missing like the first pot I will be out of pocket as I am at the moment due to no fault of mine. Waitrose customer service a joke not very helpful as they say it’s down to there supplier to receive the item back so they can issue refund once received even though my contract of purchase is with waitrose. Told to read the terms not helpful and don’t need the stress of this as my partener recently diagnosed with MS and still chasing them to arrange collection of the pot.

Waitrose is a joke never knowingly under sold. Customer service no existent I will never purchase from them again online as they don’t take responsibility for missing items. Meant to get phone call back from customer service to arrange collection. Still waiting. Avoid purchasing from there web site online.

I placed and order with Waitrose garden and was sorely disappointed by the condition in which the plants arrived. I purchased 2 x Winter Beauty which arrived with slug chewed leaves and black fungus spots. I also ordered 2 x Polish Spirit, which were not the size stated on the website. To be more accurate they were half of the stated size. I purchased because of the Waitrose name and believed in the brand. Dont be fooled they partner with Waitrose, their returns method is obstructive and shipping costs for returns (£25) extortionate. Each plant is 40cm high, this is including the pot, I would have 15cm of above ground foliage.

I believe that this high returns shipping cost is put in place to deter customer from proceeding with returns. Shameful customer service and shameful condition of very expensive plants. I would strongly discourage people from using this service. Shop around if you want to receive healthy plants. If it was possible to leave NO stars I would. I certainly would never use again.

If I could give a zero rating I would
Plants not as expected or as per on line photos
Poor customer service
£25 postage and return postage !!! regardless of poor quality plant
Not as you would expect from Waitrose
Shameful
Avoid