Spotlight: What are our customers saying?
I'm so shocked reading all these reviews. I order from Gardening Express a couple of times a year (max) and haven't had issues. Latest order was 5th Oct 2020 when I ordered quite a few plants to ma...Read on
excellent timing on delivery and the plants turned up in such beautiful quality its quite shocking to read so many bad reviews previous to mine hopefully the service has been improved and that's wh...Read on
Order this shrub, which cost £15.95 and all I received was a bent twig. I raised a complaint which was closed, without my agreement, they said the bent twig was alive so no cause to complain. I wis...Read on
Perplexed ... all went very well with our order in early summer, and the plants are thriving. Have just placed another order without seeing these reviews. If we don’t receive them within a fortni...Read on
Beware — avoid at all costs. Bought an expensive tree (especially considering the market price of them) being persuaded by the online pictures. Received a stump with two short dead sticks grafted o...Read on
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Cordyline australis Red Star - Patio Torbay Palm - Pack of TWO, Handsome Heuchera Collection - Pack of FOUR Evergreen Plants, Ophiopogon planiscapus Nigrescens - Black Ornamental Grass Ophiopogon nigra, and others
I'm so shocked reading all these reviews. I order from Gardening Express a couple of times a year (max) and haven't had issues. Latest order was 5th Oct 2020 when I ordered quite a few plants to make up two winter themed planters. By the 9th Oct I had a tracking number for them. Plants received well packaged a few days later. The only plants that haven't lasted too long are the ornamental cabbages. However this might be due to the soil I planted them in as the one "spare" one I planted into my flowerbed is still alive and well. It's such a shame seeing all these bad reviews. I will admit that their website isn't exactly modern and the lack of cust services is slightly odd in this day and age. These reviews do make me think twice about ordering again, even though I've had no issues with them. Hope they sort themselves out and give the refunds that are due to people ASAP.
Received my Acer today absolutely hilarious a twig with 3 leaves exactly like the picture wish l had read these reviews first
People need to be aware that this company bulk buys reviews so you cannot trust ANY positive reviews that you read. On Trust Pilot it is quite obvious because next to almost all of the positive reviews is 'invited'. In other words, bought and paid for.
AWFUL service. AVOID THIS COMPANY. They say 3 to 5 days for delivery, but watch out for the "can take a little longer" After 12 working days (2 weeks) , they still cannot say when it will be dispatched. That is not my issue however, it is firstly they have no phone to call, no email to write and no live chat. Nightmare to contact. When I managed to get through all the Q&As and used their messenger - it took an hour to get a response. When I asked them to either postpone dispatch or cancel order because we are away in a couple of days, they said no and told me to ask a neighbour to accept. As I have no one I can ask to accept plants and look after them for a week, they said that is their policy and nothing they can do. Apparently their automated systems do not allow changes after 24 hours and assuming the plants survive while we are away, will deduct 25% of the value of the order for Admin if return is change of mind! Plus I assume I have to pay the courier!
A nightmare company and one to avoid
This Company is a complete shambles, you are unable to leave a review online unless it is 5* there is absolutely no means of contact, they take your money & do not fulfil your order, I wish I had read the independent reviews first, rest assured if you order something you will lose your money.
Absolutely disgusted with the customer service. Received my order, late!….was meant to be a tree. A twig arrived instead. Customer service is a Bot followed by a response time of three hours, asking you to upload photos which DOES NOT WORK! to be then told by an agent “I see you have left the chat” err yes as I cannot sit and wait three hours for you to respond. And then finally to be told “I can assure you the photo attachment does work”. IT DOES NOT!
Stay away from this company.
£100.00 for a plant I have not received????
We have all heard of white van man well this guy is scam man.
Scam review. Probably written by the owner.
CEO Chris Bonnett would be delighted to hear from you - here's his phone number: 07789204796 :)
Ordered 10 Double Hemerocallis bare root in the Sale at this pathetic company. Arrived quite promptly - a polybag full of roots!!! I duly potted them on an watched them grow. Once flowered they are all single not doubles as advertised. I have grown Hemerocallis for many years and know what I'm talking about! Trying to contact this company is impossible as wanted to complain. Selling stuff under false pretenses is illegal. I see that so many other people have the same problem. It looks like I am yet another ... customer who got caught up in this scam and have no way of getting my money back or any response. I thought that Thompson and Morgan were the biggest sharks - it seems not!
Disgusting. After waiting a month they sent the wrong plant. No customer service no reply from the bot and when I tried to go the returns procedure it wouldn't let me. Left an angry review which wasn't published. They're cowboys and need to go. Also shame on you Amazon and Ebay for advertising
excellent timing on delivery and the plants turned up in such beautiful quality its quite shocking to read so many bad reviews previous to mine hopefully the service has been improved and that's why I have had such a great experience ordering from here thank you I hope your other customers will get the same treatment thank you :)
Ha! Are you married to Chris Bonnet by any chance????
No I think this reviewer IS Mr Bonnett! I think he is the only one out there saying anything positive about his ‘company’ right now....!
Definitely a scam review. The company is an absolute scam.
As Trump would Say "FAKE NEWS".
Defo married to Chris Bonnet or a member of staff - sooo fake news it is not true
Ordered my plants on 13th April. They arrived 3 months later, the magnolia tree in terrible condition and apple tree not much better. Have tried to revive it, but almost has no root system. No progress on my 100s of email messages. I receive regular messages trying to sell more but nothing about resolution. I am disgusted by this company. I wish a dissatisfied customer with expertise and time would suggest a group action.
Quite shocking that this company are still trading , they took million of pounds from people then sent dead plants .
They did not give refunds either when requested .
AVOID LIKE COVID 19
Plants dead. Chasing refund since August. Rip off! Avoid.
Bullshit. This company is a scam company. Full Stop. Avoid at all costs unless you want your money stolen by Mr Bonnett, the scam man.,
I wish I had read the reviews before I ordered my two non matching bay trees that were sold as a pair to look the same! For over two months I have been waiting for a reply after I sent photos of the plants and was assured my "Victor" my case was being looked into! There is no way to contact the company except fill in Support Tickets and wait!!! For Christmas maybe??
Can't understand how he's not been reported, why he's still getting away with scamming people....blood sucker
Unbelievable. I thought I had seen the last of this terrible company, I ordered in May, eventually after months of being ignored by then, got a refund from my bank via cashback. Now the bank has contacted me to say GE is disputing the refund saying it's a fair charge!!! Gobsmacking. No way are they stealing my money a second time. I have sent the bank evidence (which I thankfully saved from the ticket before they deleted it) so they can refuse their request. Just shocking. Avoid avoid avoid. Will I ever be free of aggravation from this terrible organisation??
I got a cease and desist letter from them as they didn't like the support I was giving to the 130 people on Facebook that were trying to get money back for dead, damaged and undelivered plants and trees.
Awful awful awful wish I read reviews before I bought. WONT EVER use them again. They have asked for feedback which I have given, no one replied to my emails, no number to call. Absolutely joke
I also received a bunch of dead plants that this company seems to specialise in and after no response from their useless ticket system, I submitted a chargeback claim via my credit card. It has taken them a few months to deal with my claim but I finally got my money back. Please submit a chargeback claim via your credit card and hopefully if enough people are given there money back this despicable company will start to feel it where it hurts and stop treating their customers with such contempt.
I think they are actually criminals and we should get together and launch a class action against them. I ordered two identical bamboos to create a short hedge. After a long wait just one arrived which was no good to me. They then argued that they'd delivered 2 as that's what it said on the delivery note. I waited a few weeks for the other to arrive and then demanded my money back in full. But they've got a rule saying things must be returned in 14 days - very clever ploy.
Another unsatisfied customer response from me too. I paid £14 for 2 dead white Poinsettias that have just gone in the bin. I am a keyworker and just don't have time to faff about looking for email address of Chris Bonnett and you can't call them on the phone. I tried to put a negative review up on the site but it didn't load. Will never use again.
Wish I had read these reviews before I bought anything from this company :(
Wish I had read the reviews before I ordered my Sago Palms. Within 2 weeks of having them they are dying! The leaves are yellow now. No reply from from several Emails that I have sent! Awful Company!!!
The word hopefully will reach others before they buy from these guys...I'm normally pretty good at research but not this time. Karma will come around and I wish these shoddy vendors have insight when it does. Sad that our paths crossed.
Lauren you are pathetic.
Oh how I wish I read these reviews first! I have experienced the same low quality (aka dead) plants and abysmal service. It's infuriating.
Wish I had read the reviews before ordering. I have a twig and 6 weeks later still a twig. Do not touch them with a bargepole
I ordered plants from them on the 6th June On the 16th I was told that they are on its way with Hermes.I still have not received my plants.I have contacted my credit card.They said they will look in to it for me.I wish I had read the reviews before ordering from them.Do they rea exist
This company bulk buys reviews so you cannot trust any positive review. On Trustpilot the positive reviews all have 'invited' next to them. In other words, bought and paid for. I am going to follow advice and claim back from my credit card company but I'm still going to leave negative reviews anywhere that I can. People need to know just how bad this company is. They should not be still operating.
Haha, this review is a joke. This company are the worst
Does anybody have a genuine addresses for these cowboys?
Letters returned as unknown (unless they are doing it!)
Cant phone or email them, you can't message them the link doesn't work. I want my money back for the ... they send.
I wish I'd of read the reviews about these cowboys before I brought anything from them leaving me several pounds out of pocket.
I've ordered magnolia tree. 1 month has pass by., my order has not been delivered yet. Wish I found and read those reviews earlier...
Exochorda macrantha The Bride
Order this shrub, which cost £15.95 and all I received was a bent twig. I raised a complaint which was closed, without my agreement, they said the bent twig was alive so no cause to complain. I wish I could upload a photo of the plant as it would give everyone a good laugh. Goodbye Gardening Express, from a good customer.
ordered and paid near £ 400.00 months ago.. no delivery... no response to email or complaiNTS.. GOING TO SMALL CLAIMS COURT NOW TO RETRIEVE MY HARD EARNED CASH... NHS KEYWORKER
Just contact your bank and you can still get your money back under the 90 day money back guarantee if you have not received the goods after 14 days. They have been holding customers money since 2019.
You will also see that Chris Bonnet the owner of Gardening Express wrote an article in Horticulture Week during lock down on how he didn't think nurseries should re-ope, well that's not surprising, he was buying all the stock they couldn't sell as they were closed and he was re-selling it online, dead or alive. I can't paste the link here but search ' Opinion: Gardening Express's Chris Bonnett opposes garden centre opening during coronavirus crisis '
So he rallied to keep nurseries closed (and for people presumably to lose their jobs and their companies due to Covid) so he could buy their cheap plants when they were desperate for money, and sell them on at a profit to people who couldn't buy from face to face nurseries. He took on too much, couldn't fulfil orders, didn't stop taking orders no matter what, just kept taking the money and delivering some dead plants to some customers. Others got nothing, or an odd twig, nobody got refunds, he got a whole load of cash, and other honest nurseries lost their businesses. He is now nowhere to be seen, offices closed, chat lines closed, Facebook account as dead as his plants, and is STILL taking money online... He must be abroad or surely he would have been arrested by now if he was doing this in the UK?
Yet now here is months later re-opening his own garden centre (after others have gone bankrupt and closed due to his profiteering) Karma will get this company soon. Dispicable.
Omg worst Co. In world!!! Stole my money seriously. 4 months no plants no refund. No contact no or email or chat or address. I think this is an offshore scam. If it isn't they will refund the thousands who have paid for dead dying or no plants since Feb. No good ignoring all those people and hoping they will go away. No way to contact GE at all. What does that say? But I know they spend time looking at reviews rather than sorting out problems. GE if u r reading this have some morals and refund customers whose money you have stolen. You are terrible. Terrible. Can you sleep at night????
oh yes I think they can sleep at night. If they couldn't they wouldn't have been behaving like this for years, they have always been scammers, they just got the opportunity to do it ten fold with Covid. Pure exploitation
My ticket has been deleted again, without giving me a refund, I will open a new one and keep doing so until I get a refund. I ordered in April, when delivery times were stated on my invoice 3-5 days, several weeks later I asked for a refund, as I'd bought plants elsewhere then, they then tried to deliver them after ignoring all 12 of my messages insisting on a refund. I sent the plants back before they even reached me as I had contacted them weeks before to cancel and ask for a refund. Then sent more messages. Still being ignored, still no refund. I think what they are doing is focusing on trying to get their current orders better, so they get some good feedback, and can filter them and post the good ones on review sites (trustpilot). But in doing so they are ignoring the hundreds, maybe even thousands, of customers form the past 4 months who have still not had any contact or any refunds. They are just hoping eventually we will go away and they won't have to refund us - their hope is we give up and go away - I won't go away until I have my refund. GE, rather than concentrating on NEW business why not sort out your existing customers first? If more people posted reviews saying that they had been given refunds, then the potential new customers may feel more inclined to take a chance. Your attitude is full of short-termism. We don't want to know on your website that you are 'ready for a second wave' we care about you sorting out the chaos from the first wave, and the total exploitation of COVID that your company displayed during that time. Take off your blinkers, stop taking new orders and sort out the thousands of customers still very unhappy, once you have done THAT then maybe you can focus on getting new customers and your reviews will improve genuinely - you are your own worst enemy. I have started a charge back and gone to small claims. I have been asked for evidence and luckily I saved all the ticket info before they deleted them! I wonder if they are deleting tickets so people have no evidence to take to court? My advise would be to copy any comms now for when you need it, like me. To be fair, once I get a refund I will update my reviews saying that, but I must have wasted days and days of time on this over the past 6 months. It's like dealing with a company in a 1950s developing country where there are just no rules and everybody can get away with corruption and just doing what they like!
I see on Facebook that Bonnett's Gardening Village is planning to reopen in the next week. I think the only way I am ever going to get my money back is to go over there in person, which I WILL do. They give me no choice. I would like to meet Mr Bonnett face to face and tell him exactly what I think. I will also be charging for my time and petrol. I'd suggest others do the same, they leave us no choice as they refuse to communicate in any other way.
Well thank goodness I don't have to traipse all the way to Essex for a refund. I got my refund yesterday after 4 months of trying, plus interest. Horah!! Now I can let this horrible experience go. good luck to others in getting refund, maybe they are getting around to them now and things may improve in future..
I experienced the same treatment so I decided to do a chargeback via my credit card. It has taken them a few months to deal with my claim but I finally got my money back. Please submit a chargeback claim via your credit card and hopefully if enough people are given their money back this despicable company will start to feel it where it hurts and stop treating their customers with such contempt.
I’m a very downhearted time poor and cash strapped single Mum. Ordered the perfect gift from my mother in law’s birthday. The internet picture looked perfect. Gutted I didn’t check everyone’s shocking reviews first. £31 gone! The item did arrive to the wrong address which was just as well as I received it not my mother in law. The plant was totally ruined having been rolled around in a box 5x too big. It looked like it had been in a washing machine. V v sad, frustrated and angry. Needless to say no response to my complaint or emails.
Bought about 85 hedging plants which were reduces if bought in lots of twelve. After placing the order I saw that if I bought the same quantity in lots of 80 it would be half price. I had an online chat and they agreed to a refund the difference. The plants arrived today and they are excellent. I have absolutely no complaints.
Various garden plants
Perplexed ... all went very well with our order in early summer, and the plants are thriving.
Have just placed another order without seeing these reviews.
If we don’t receive them within a fortnight we will contact our bank.
Scam company. Avoid at all costs. They are fraudulent and steal people's money. This is not a real business, they are just out there to scam people.
Beware — avoid at all costs. Bought an expensive tree (especially considering the market price of them) being persuaded by the online pictures. Received a stump with two short dead sticks grafted onto the top of it. Tried to complain to customer service (online chat only available), sent photographs but they did not want to know. They did not care about the quality of the tree, only whether it was alive or not, claiming it was deciduous and that was that (despite no signs of life at the end of March). These people do not care; they are shameless.
Multi Stem Birch Tree
Oh dear oh dear Gardening Express very poor experience and service from you again and again again - I ordered a multi stem birch tree(not cheap at £300) well before Christmas that finally turned up on the 22/12 when it arrived it certainly wasn't a multi steam more a single stem tree with some low thin shoots off the side, having actually managed to use your chat service(the only time the purple bubble appeared to allow me to it hasn't appeared since btw) I get told the image on the website is an example only, the tree is as they expected it and if I'm not happy to return it to get a refund oh and as others have said at my own cost. Well it was Christmas so courier wasn't able to collect until 4th Jan(another long story as I bought a 48hr delivery service but they finally delivered it back to GE on the 10th Jan) which meant it was now outside 14 days - been trying to get in touch with GE since to confirm my refund and have a guess the chat bubble just does not appear at any time even within your published open hours for chat so I can't even contact you to discuss the situation. I can only hope for a miracle and you honour the promise and refund me proactively as I have heard nothing from you since you received the tree back???? Help please...
3 Corokia Cotoneaster, 1 Viburnum Tinus, collection of 5 succulents
The plants are in excellent condition, well-wrapped for maximum protection.
This is my second purchase in 6 and each time everything was fine, although I was very anxious after reading recent reviews.
Box and hebes.
All my plants arrived quickly. But more importantly they were all very carefully packaged. And they are all healthy and in excellent condition. Will definitely use Gardening Express again.
I must review as I find and say every thing was great as expected, can't under stand all the moaning people on here, we are still in the midst of a pandemic so I think they've done really well
Mrs Jones, people are not moaning, they have been robbed! Everyone is justifiably unhappy with this company for all the same reasons. I actually suspect that you are one of the bulk bought reviews and not genuine at all. If you WERE a human being, you would feel some empathy or sympathy at least for the people who have been scammed by these people.
Mrs Jones people aren’t moaning they have spent their well earned money on the promise of getting a good quality plant only for it to turn up late in a damaged box and what should be a ‘large Specimen’ turns out to be a twig. Look at the reviews on here and on Trust pilot to know that you are one of the lucky ones unlike the rest of us.
Glam rock hydrangea
Arrived deheaded, unable to grow. Tried numerous times sending photos etc. No response.
Just wanted a replacement or refund.
This company is awful. Do not believe the pictures on their website. They send out sub-standard plants and their customer service is appalling. They might be cheap, but do yourself a favour and go to a reputable garden centre where you will get value for money.
Carex grass plants
Did not arrive. Customer service is dreadful, avoid!!
two trees for balcony and lavender in a pot
I am still waiting for delivery after almost a month!
Total spend 0ver £50 and I am now wondering if I'll ever see my plants and no way of asking for a refund as their email box is 'full' !!!
Totally exasperated with this company and equally with Hermes their delivery company who are also uncontactable as phone response is not 'live' and the robot doesn't accaept tracking number!!!
Disgrace. Don't touch this company.
LARGE Buddleia x weyeriana
Abysmal customer service, and they deliberately make it nigh on impossible to contact them (no dedicated email address, no phone number at all). The only way is through their chat bot, which is borderline useless. Ordered a LARGE buddleia, received a scraggy plant 43cm tall from the soil. The delivery also took 18 days. Spoke to a rep through their chat bot eventually, the interaction took hours for a few lines of dialogue. The rep was no help at all. Also, if you want to return a purchase YOU have to pay for postage and they don't reimburse you, and as you can imagine paying for the postage on a 10l ... full of soil costs a relative fortune. This "company" is a scam. Avoid like the plague.
3 trees, 1 bush, 6 succulents and 2 pots
Took 4 weeks to arrive. When it arrived all items were packed in the same box squashed together, on top of each other and some upside down. I ordered 3 trees, 1 Bush, 6 succulent plants and 2 large pots for trees, basically squashed in a box 18" x 18" maximum. The succulent plant pots squashed, 9 small heads broken off plants. The Bush had 2 broken stems and the smaller tree was damaged with twigs snapped. It was like, let's see how many items we can squeeze in the box to save on postage, sod the care of the plants. I have ordered trees elsewhere from other suppliers and they come in individual boxes each. Needless to say I won't be recommending them to anyone. If you want to contact them, good luck, as website contact details take you onto questions and answers, but no messaging facility. I replied to ask where they were by the first email received confirming order, and in fact asked if they hadn't posted them to refund me and I will go elsewhere. No answer, but a week later received an email confirming being picked, waited 3 weeks by now, how long does it take to pick them! Then had to wait for delivery. It was with the delivery driver for 5 days, so no watering during that time.
Bad experience. Would have been reasonably happy as plants were healthy and reasonable size although overpriced. Main problem that spoiled the whole show was the packaging, 5 x 2L pots squeezed into a box to the point they were all buckled, wrapped in plastic all interbound with cellutape. With all the will in the world I couldnt unwrap them without doing damage. Why anyone would pack live plants like this is beyond me. Will stick to my local nursery in future. Took 20 days to deliver. I could live with that if website didn't claim 3-5 day dispatch, and if they were realistically packaged
Monterey lemongrass trees
Long delivery times, useless and u helpful customer service and damaged products. Had to reorder a tree to replace one which arrived damaged, took over a month just to process with another 15 days just to deliver within the UK.
Nothing positive to say about this shocking company. Plants arrived 3 weeks late, plants arrived with missing items and the plants were tatty and pretty dead. Customer service slow and poor. Almost insulted when I raised a complaint then had to pay £10 myself to return the bad plants.. Don't use this company
4 separate orders all garbage plants & won't get your money bsck
Gardening express are ..., rip off merchants. Avoid them like the plague I've tried to contact them so many times to try and get a refund with no sucess. I've tried via resolver all you get is an automated response which is frustrating, they probably don't read them. They say they offer a quick response which doesn't exist/ work, all I want is my money back for the ... things they send classing them as plant. Trade description as the pictures look nothing like what they send you.
3 separate orders all had issues.
My biggest mistake was not reading reviews before wasting my money. I was desperate to buy some plants, we were in the 1st lockdown when no garden centres were open.
Timescales were a joke, excuse after excuse
No telephone number to contact them
Registered addresses the post was returned as unknown, making it impossible to go to the offices to get my money back.
Please don't use these scummy excuse for a company you will get substandard products that arrive dead or die after a short time.