Gardener's Supply CompanyReviews of gardeners.com

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.