Erika S.
I would give this product ZERO stars if…
I would give this product ZERO stars if that was an option. I have had nothing but problems since I got my three tier garden. At first I was patient and understanding when the power supply failed, by the third one the problem was resolved. Then the water pump had to be replaced. Up to now, it seemed manageable, even if getting support from the company is more difficult than getting a bill passed through Congress. However, now the most recent problem has lead me to write this negative review. It appears that this product is not ready to be in the market place, for the cost it should operate as intended and marketed. Yet today, by chance I happen to catch the top third level unit of the garden leaking from below, right into the second tier lights. WTH?! It was all I could do to eliminate the power from the two top units and reach out for support. Of course, I stupidly forgot that this company does not answer customer calls. We must email customer support and pray and hope we get a response. While my garden is still under warranty, it is not, I repeat it is NOT worth the money I spent on it. I am equally sorry I purchased so many supplies for a useless unit. If you are reading this as a potential customer, do your due diligence. If you happen to be from Rise please respond to customer calls, otherwise it's a sham to have a phone number that is not answered.
Response from risegardens.comJun 9, 2023
Hi Erika, We are sorry for the issues you have experienced with your garden, especially that you received multiple power supplies damaged in transit. We have since made packaging changes to help to prevent such issues moving forward, though we know it does not undo the situation and frustation you experienced. For that we again would like to apologize. In regard to your most recent leaking issue, there are a few main causes for leaks as you have described, which our support team has also provided to you: - Water Tray not correctly positioned: repositioning your tubing and trays will fix this - Water Tray damage: please let our team know if you have a damaged tray so that we can address it - Drain Tube/Spout is clogged: clogs can be caused by dead plant matter, nutrient build-up, or large root systems. Moving and keeping large plants away from the drain can fix this as well as cleaning and clearing your garden of build-up and plant debris. We hope the above information addresses your leak concerns. Please let us know. In regard to reaching our support team, the best way to do so is through the contact methods (form or chat flow) we provide on our website. While we do place outbound calls as needed case by case and have an office phone number, we do not have inbound phone support and do not have such listed as a contact method for support on our website. That said, we are working on expanding our support channels as we continue to grow. Erika, we appreciate your feedback. Please let our support team know if you experience any ongoing leaking so we can help to make things right. Thanks, RG Team