Gardener's Supply CompanyReviews of gardeners.com

They have a wonderful catalog filled with very useful items. They send me the catalog religiously without fail. However they cannot fill an order that was placed a month ago. I have sent emails and have not received any response. I have called three times after waiting 30-40 minutes. I finally was able to speak to someone who told me that my order was on “ back order”. I asked why they just did not state that on my order status and she had no answer. This company has major issues. They are gaslighting customers with their messaging on their “fabulous” customer service. It appears to me that being an Employee Owned entity may have a lot to do with it. They may be more concerned with what pleases their employees than staffing adequately to serve their customers. Another possibility is that this company is in financial straits and can’t get product as they are not paying suppliers. Something is not right. As an American I want high quality products at a fair price and I want it when I want it. I will take my business elsewhere when those requirements are not met.

Purchased 2 very expensive galvanized self watering planters a few years ago. Over $300 worth. Needed to order new capillary tubes for them. Took 2 weeks to get a reply. Sent photos of planters and tubes needed to make it easier for them to identify their own products. Even after locating my address, response was "Cannot find the order". I quit and hopefully this review will keep someone else from dealing with a company that claims to be "Employee Owned". Good Luck with that is all I can say.

I ordered three tomato planters at a very great price. I received an email from them stating sorry for the delay in your order. I waited a month. I contacted customer service. They said the order never went through, which I thought was strange since I received an email saying sorry for the delay in your order, after which they said there's nothing that they can do. Just use Amazon...

The people fielding the phone calls are doing their best. But these delays with zero communication are insane. I ordered my supplies almost a month ago, never got an email confirmation, my order reference number doesn't function in the website, and after 3 calls to customer service (where I'm assured each time that it'll ship soon), I still have have never heard from them. I even tried to send an email to avoid the long hold times for customer service, that has never been answered. I'm on hold for the last time now trying to cancel my order. I understand it's spring - but you're a gardening company.

I have been a good customer of Gardener's Supply Company for years. Over the past 2 years I have noticed very long wait times (44 minutes) to speak with customer service. I was contacting them to inquire on an order of Transplant Mix I placed over a month ago. They could not explain the delay. I explained that if they could not expedite the order, I would need to cancel as my seedlings needed to be transplanted ASAP. A manager, Matt came on to say he would contact their distribution division and call me back. I said again, if cant be shipped ASAP with quick shipping, I would need to cancel. No phone call. Instead, they charged my PayPal account but still NO Tracking number available. I wrote to cancel the order. They responded they were unable to cancel, still no tracking number tho but I was welcome to return the order.....IF i ever receive it!!! VERY disappointed with this company and will NEVER order with them again.

Wanted to provide an update to my initial review 3 weeks ago. I am giving the overall rating a 2 now that my experience with GSC is just about over. The good news is the first part of my order arrived yesterday with the other part due to be delivered tomorrow. So it took 4 weeks on the nose for my order to be delivered. If you have anything that is time-sensitive, I suggest looking elsewhere until GSC truly is back to operating normally. I do feel badly for the employees who are trying to dig themselves out of a mess. With an issue that appears to have surfaced in February, though, it is perplexing that issues still remain nearly 3 months later. I received the e-mail from GSC's Chief Operating Officer(?) last week that was likely sent to hundreds of customers. I appreciate the gesture - better late than never - but the intentional decision not to comment at all about what GSC has/is/would be doing to get this resolved was disappointing. We don't need all the details, but some would certainly have been appropriate to share. Best of luck to everyone with their orders.

Worst customer service and shopping experience of any company I’ve used in the last 10 years. The customer service phone number is a waste of time. No one answers and hold time exceed 45 min. Still haven’t received an update on my order and it’s been a month. The only time I actually got to speak to someone, they admitted they screwed up and I’d have my plant in 3 days. It’s been two weeks and still nothing. I’ve requested my money back… still no response. Thinking of taking legal action because this company is a racket. DO NOT do business with them. Save yourself the headache.

I ordered 1 quart of food safe wood sealer on 4/4/24 to be shipped in 3-5 days. After checking order status and calling GSC twice, I finally called on 4/25/24 and canceled my order. Customer service rep seemed pleased I was canceling the order. How difficult to go to warehouse and box up 1 quart of product to ship? Wow!