BritainReviews

    Gardening Express
    Reviews, complaints and customer experiences (216)

    3
    25% Would buy here again!
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    8 plants in April

    The worst company I have ever experienced. Do not buy anything from here. After 5 months I still haven't received my full order and haven't had an email that wasnt automated.

    By: Alistair Bance25-08-2020
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    viburnum bodnantense Charles Lamont

    This company is a scam and should be reported to the authorities and closed down.
    The above plants were not delivered, it was another variety. One has died and the other two although alive are not Charles Lamont. Repeated requests for correct replacement plants or refund have been ignored by these crooks. Do not touch them with a barge pole. I won't even give them one star.

    By: charlotte casson23-08-2020
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    Plant

    Do not order from this company!!!!!! Accepted my 3 & half week wait for my plant due to “Covid” but then received a plant that didn’t resemble to picture. The shots/leaves were meant to cover the hole stalk vertically but they were only at the top of the plant with no sign of shoots emerging below. The only way to contact this coming is by raising a ticket that seems to fall on deaf ears. No telephone number to speak to someone so now I am stuck waiting 10 days later with a plant & packaging with no sign of a resolve. Wish I had checked for reviews before I bought from this company. A total waste of my time & money!

    By: Mrs Harrow 21-08-2020
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    Garden Plants

    A truly shocking company with poor customer service and a lack of any any care.
    Disgraceful plant quality that borders on comical.
    How are these people still trading and still continue to rip people off.
    I am pursuing this company through the small claims court to get my money back.
    Do not touch them with a barge pole!!!

    By: Steve McGlone19-08-2020
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    Various plants to value of £130 inc carriage

    A dreadful company. They seem to have adopted a policy of making it impossible to contact them expect to place an order and part with your money; they lap that up straight away. I received substandard good, not of satisfactory quality and not fit for purpose (, ie dead) but I can't communicate to them rejection of the goods. Their reviews scream Caveat Emptor. How I wish I'd read the testimony of others before placing my first ... and last... order. A complete nightmare. No wonder other dissatisfied users choose to use terms like 'scam' and 'RIP off' in their reviews.

    By: Barbara Frances16-08-2020
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    Various plants

    Atrocious. I only received half of my order. Their delivery note stated that they would deliver the second half soon. Six months later I have not received my plants. I have sent numerous mails to their customer service department. Responses are late and vague, No solutions offered. Basically I have been tricked and robbed. AVOID!

    By: Peter Hone15-08-2020
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    Japanese Maple Acer

    Following on from my previous review, an update on the poor bone dry Acer Tree that arrived with majority of the leaves brown, not the beautiful green/red they should be. The poor plant that hadn't been watered in weeks when it arrived.
    The ACER HAS NOT RECOVERED, surprise,surprise,
    Avoid this company, you will waste your money.

    By: Alison 15-08-2020
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    Acer tree, and Hydrainger

    Shocking customer services!
    Spent almost £160, one part was not sent at all and I received an £80 dead Acer tree rather than the stunning one advertised, I have filed a report with trading standards today and encourage you all to do the same! the company is in breach of the sale of goods act as they are refusing to post goods purchased or refund on one hand and on the other they are sending out other goods that are not as described, the year of 2020 has been one that all business will remember struggling, but this is daylight robbery!!!!!

    By: claire osborne13-08-2020
    Claire Makers14-08-2020

    I see on Facebook that Bonnet's Gardening Village, owned by the same person, is due to re-open soon. I wouldn't want to be in his shoes at that point............! Maybe he is still hiding abroad and he is throwing his staff out there to take the aggro, that would be about right from what I've seen of this cowardly company

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    £175 worth of plants, £54 of which were garbage

    Numerous complaint loops as this company operates a tried and trusted SCAM loop to make customers give up on their complaints by fobbing off the complaint with an "escalate to Tier 2" (x2), "escalate to Horticultural Manager", (x2), "now handling it personally", etc. Absolute con-artists.

    By: Hamish Taylor10-08-2020
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    Lavender/Bourgainvillea/Dianthus/Coreopsis

    Avoid like the current plague
    They are complete scammers - they take your order and your money and then forget you exist.
    Finally when your plants arrive they look nothing like what is advertised and when you contact them to complain they fob you off with an email apology blaiming the current crisis for the delay - which would be barely acceptable if that was what I was actually complaining about.
    Returns must be done at cost to yourself and they have very cleverly disabled goodle reviews so they can only be rated on other sites
    AVOID.

    By: Alex Stevenson10-08-2020
    Hamish Taylor10-08-2020

    Am currently facing a near identical experience with these scammers who put you into never-answering loops of Quality Tickets and keep on saying that they have lost all the information. Absolute fraudsters.

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    Garden plants

    I ordered a lot of plants from this company at the start of lockdown. After they took my money, nothing happened for 10 weeks ... then they delivered several boxes of dead and nearly dead plants. I raised a support ticket on their website (all plants are guaranteed) and received a reply apologising and letting me know tier 2 support would be in touch shortly (raising a ticket is the only way to contact support - no telephone number, no email). A month passed and nothing! In frustration I went onto their Facebook page and began posting details of my experience. I was surprised to then receive a series of messages via Facebook Messenger reassuring me that someone from management would resolve the issues I had faced very shortly. Nothing after a week except the same platitudes and promises. They claim they cannot locate my original support ticket on their system even though I can and have sent them a screen shot of their website showing it and their initial response! Worst company I have ever dealt with. Only gave one star because none is not an option. SCAMMERS - please beware. As others have pointed out, ALL the positive reviews on Trustpilot are "INVITED REVIEWS" meaning they were actively sought by Gardening Express after they knew they had delivered what they were obliged to.

    By: Roland evans08-08-2020
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    Heartbreaker Hebe

    I ordered a hebe on 11th June 2020. Eventually received on 18th July which was annoying although expected. What I received was a few twigs and mostly brown leaves, a dying plant. The packaging was badly damaged also. I contacted GE and received a standard response saying my ticket was being escalated to tier 2. After a few days I emailed saying I would take to small claims court. I then received a response asking me to return the hebe. I won't do that because I refuse to pay the postage let alone pay for new packaging too. I have complained on the gov.uk site and have received a confirmation email from them. I work for a law firm so will see what happens but I won't hesitate to make a claim if i have to. I won't let them get away with it. I have also posted a review on Trustpilot and Gardening Express have reported my review along with others saying they don't recognise us as customers! Luckily I have paperwork and emails from them regarding my order. Just goes to show how untrustworthy they are. Do not order from this company

    By: Joy Sadler08-08-2020
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    several plants, shrubs & flowers @ £45.84

    Ordered in April 2020, complained in May, dead and damaged plants tried to be delivered in June - not accepted, complained again in June & still ignored by August 2020 even after 15 emails & signed for special delivery letters.!
    Words fail me about this company, but really astonished that the government are still allowing it to trade online and continue to "steal" from many trusting customers.
    Prison for this CEO I think and all related to his Scam.

    By: Stephen Hewitt06-08-2020
    D Rees06-08-2020

    Yes it is quite amazing how they are still trading. I have been asking for a refund since May, my ticket has been ignored (I update it daily now, I won't give up) apart from when I said I was doing a charge back with my bank, when they think they are going to lose money that's when they react, and they mailed to say plants were being picked (they weren't) and were on their way (they weren't) so I couldn't cancel. I first cancelled about 7 weeks prior to this. So they ignore me for 7 weeks and then I AM THE ONE who is 'too late' to cancel even though I had been doing for 7 weeks? What a cheek! Contacted delivery service to return the plants from their central warehouse even before they reached me, which they did, in fact I arrange it via their chat services in about 3 minutes (a real company with customer services that exists - EVEN DURING COVID!!) A company that doesn't exploit the virus situation like GE. I have still not had a refund, 3 months now. I am still updating my ticket every day and I will not go away. I have now finally given them until tomorrow before I add my voice to the government complaints website, they cannot say I have not given them sufficient chance to rectify this so they deserve all they get. So very very very rude. How can people trade with this attitude. The only way you can communicate with them is via review sites like this and trustpilot, as I know they read them, which is such a very public way to do it, and not at all good for their business. They are just their own worst enemy. GE and Chris Bonnet - if you are reading this, get it together, get some morals, and give people the refunds they are due. Even if it means you go bankrupt at least you will be able to sleep at night..

    D Rees22-09-2020

    Just an update on this to be fair to GE. It took 4 months but I got my refund yesterday, with interest. Perhaps they are catching up with current orders and now going through complaints to resolve them at last. Good luck to others resolving their cases, I am grateful mine has been resolved now. Let's hope this business improves in future.

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    Hebe Rhubarb and Custard - Evergreen tricolour foliage

    Worst company I have ever had the misfortune to deal with.
    waited a month for delivery they are using covid as excuse for non or late delivery. Plants arrived diseased covered in black spots with tiny flies crawling all over them, as per their previous response to emails "ticket raised" that's all you get from them no concern of the awful condition or any suggestion of refund or replacement. Contact your bank or credit card company and get a chargeback done fill out form send pics and get your money back this is the only way to stop this sort of company from trading in this way. I have posted this on other website so ope it helps other people in my situation.

    By: Sylvia04-08-2020
    Felicity H05-08-2020

    The gov is taking info about companies that have behaved unfairly during Covid, which certainly fits the bill for this company. Search coronavirus-business-complaint.service - this will take you to the gov website where you can send details and evidence if enough people report this scam of a company it may be closed

    Hamish Taylor10-08-2020

    Thanks for alerting me to the Coronavirus Business Complaint Service - I have registered a complaint with them about Gardening Express and I am more than prepared to follow up with all the details and information such that these deliberate scammers can scam no more.

    Jane Jones11-08-2020

    Yes thank you for this info, very useful. I will also be putting in a complaint to this government site. Disgraceful exploitation of the COVID situation. They need to be closed down and prosecuted and people given refunds. Even if Chris Bonnet has to sell his house to pay for it. That's what comes of greed and putting yourself and your bank balance first rather than thinking of your customers at a challenging time....

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    Japanese Maple Acer

    Plant arrived in reasonable time but the edges of leaves were very brown. Not surprising as the soil was bone dry, don't think the poor plant had been watered in weeks.
    I have planted in large pot with good quality compost but have probably wasted my time as plant is no better weeks later.
    Will not order from this company ever again.
    Recommend Thompson and Morgan and J Parker's as several plants have arrived in excellent condition.

    By: Alison 31-07-2020
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    two topiary trees

    Absolute scammers.paid £39 8 weeks ago ,no trees no communication,no customer care just a pure scam

    By: Gary Hutley31-07-2020
    Surani31-07-2020

    Yup. And yet still taking orders online (from somewhere abroad presumably where nobody can get at them) DON'T GIVE YOUR MONEY TO THESE SCAM ARTISTS

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    Ordered in April, complained in May, still ignored by July

    Terrible company, couldn't believe they were trading after reading all the reviews on multiple sites. Are they even legal?
    Read this and other review sites and the owner Chris Bonnet's LinkedIn page an you will see what is happening here. I quote...

    "Suppliers & Administrators - Do you have surplus stock in your way? Cancelled contracts? Need an immediate clearance? Get in contact! We make fast offers and remove your headaches, whilst maintaining a discreet disposal of product to our wide customer base."

    So basically they buy crap dying products cheap and sell them on to us suckers at a higher cost. That would explain why most of the plants are dead on arrival, they already started dying when the other companies closed, then GE bought them, shipped them onto desperate customers during lockdown when other companies were going under as unable to open. They were overwhelmed during Covid but kept buying and kept taking orders they could not fulfil, so the plants had even longer to die. They could not afford to give people their money back as they had already spent it buying up other organisations' rubbish plants, so they delivered the dead plants anyway, up to 3 months late, even after people had cancelled their orders, hoping they would not be bothered to send them back or go to their bank for a refund. Their face to face centre, Bonnets Gardening Village has closed down, check Facebook, their phone lines are cut off, their chat line closed, the address taken from the website, and if you send a hard copy letter it gets returned as 'company closed' yet they are still taking orders online. They could be doing this from anywhere. The money goes out of your account the day after the order, never to be seen again. There are 160,000 tickets logged on their 'system' which never get answered. Looking at reviews many many have reported them to Trading Standards and Watchdog, others are taking them to court, and many have got their money back by doing a charge back with their bank, it' takes 30 days but you do get it back, based on non fulfilment of contract i.e; not delivering in the specified timeframe. I advise everybody not to use this company, it has at least one charge against it on Companies House, and they are clearly dodgy, if not fully illegal in what they are doing. Greedy, scamming, no morals, they exploited other honest companies for their own gain during this difficult time. Do not use. You have been warned. These people are slimy slugs who deserve to have salt poured on them.

    By: Christopher Spence28-07-2020
    D Rees29-07-2020

    Terrible company, what you say makes perfect sense. that would explain why maybe the lucky few maybe 5% get plants that survive and are alive, but most are dead, and also why they can't refund. They should have come clean when Covid meant they could not keep up with demand and offer people a choice, money back or wait, people may well have waited, but they really annoyed thousands of people by switching off their comms and hiding then having the cheek to send dead plants on cancelled orders and expect customers to accept that. Do they think we are all stupid? I will keep raising a ticket until I get my refund with interest, whilst I am pursing it in the courts. It's only £97 but that's not the point, this is left. To some people that was food money or a way to cheer themselves up in isolation. As you say, no morals company. I hope they can sleep at night.

    Surani30-07-2020

    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?

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    Acer Tree never delivered!

    Tree never received order in April. Refusing to deal with the complaint in the correct manner. I would not buy anything from this company. They are now saying we have had the delivery when we never had it to try and get out of giving our money back. Disgusting customer service and this company are clearly ripping a lot of people off. Please keep away from this company

    By: Lyndsey Wood27-07-2020
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    600523810

    I have waited 8 weeks and spent £30 to receive 2 dying plants with rusty leaves and dry , braking branches.And they were actually sent after I wrote to them to cancel my order and requested a refund.
    The owner assured us all publicly on their webpage in a message that despite the delays we would receive plants grown and well cared for in a good condition. Well did not happen. He did not keep up his word. The plants delivered were sick and dying, the customer service is non-existend and actually I would like my money back. Shocking from the start!!!

    By: Mariana Vassileva23-07-2020
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    £90 worth of plants

    I ordered on 11th April 2020. Plants delivered over two months later. Packaging awful and plants very dry and pot bound. I item of order missing which I still don’t have or have a refund for. Communication is absolutely terrible. They only send out default replies. Don’t go near this company they will take your money and not deliver.

    By: Claire Rivers20-07-2020
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    FAQ

    Is Gardening Express a trustworthy company?

    There are currently 216 customer review posted about Gardening Express. On average, they received a star-grading of 3/10, with 25% of the reviewers indicating that they would buy from the brand again.

    What services or products do Gardening Express offer?

    Gardening Express is mainly active in the Online Shop category, more specifically with Homeware.

    I have read all the reviews. What now?

    Did you get a positive impression from the reviews? If so, then you can place your order on the Gardening Express website with confidence. If not you can find many other brands to read about on our website!