Spotlight: What are our customers saying?
What a dreadful company only delivered one rose out of three to start with spent hours on their chat line trying to find out where the other two were. Eventually arrived yesterday like two twigs wi...Read on
Poor Quality Plants, Non-Existent Customer Service & Worthless Guarantee I find it illuminating that Gardening Express feels the need to bolster their reputation, and refute the very many ‘...Read on
Items turned up half dead and with about 2 years of moss/algae on top. Described as ‘Pair of Beautiful French Lavender Trees’ - strange business plan, I assume they don’t expect repeat business. Wo...Read on
Dishonest, deceitful, a total con! Their guarantee is worthless, they do not take phonecalls, they do not answer emails, they ignore complaints. They shouldn't be allowed to trade or steal our mone...Read on
Avoid! Avoid! Plants arrive half dead and I'm told just to water them as there is "no evidence of detrimental damage." The lavender plants were rotting in their pots when they arrived and...Read on
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Two standard roses and climber
What a dreadful company only delivered one rose out of three to start with spent hours on their chat line trying to find out where the other two were. Eventually arrived yesterday like two twigs with a few leaves on. Customer service is as bad as any company i have ever purchased from, no telephone or email contact. Wouldn’t touch this company with a barge pole in future
Poor Quality Plants, Non-Existent Customer Service & Worthless Guarantee
I find it illuminating that Gardening Express feels the need to bolster their reputation, and refute the very many ‘negative’ reviews offered here (and elsewhere) by customers dissatisfied with their plant quality and poor customer service.
In my experience, like that of many others who have taken the time to write of their experience, I found Gardening Express' offering best summed up as ‘Poor Quality Plants, Non-Existent Customer Service & Worthless Guarantee’.
To claim that their net promoter score suggests that mine and other reviews are motivated by anything other than customer dissatisfaction is revealing in itself.
Like others have said the plants I received today (only my second order with GE) arrived in
an extremely poor condition, diseased, dead (or dying). Described on their website as 'in bud or blooming' is flagrantly misleading and false.
The plants delivered can, in no way, be described as in bud and/or blooming.
Thy are simply dead, dying or possibly diseased.
To raise my concern via GE ‘chat’ function on their website resulted in a 20 minute wait and then as soon as I began ‘chatting and made clear my concerns’ the agent ended the chat… not just the once but twice.
My recommendation is twofold… firstly do not waste you time nor money with Gardening Express as their product is inferior and customer service is inadequate. Secondly, do let your gardening friends know about your poor experience. It is only through customer pressure (and dwindling revenues) that companies like Gardening Express can learn from their customers.
To justify the delays on Covid and blame the delays for the poor quality is unacceptable.
In summary: poor customer service, poor quality products and lack of accountability and responsibility… a worthless guarantee too!
2 ‘beautiful lavender trees’
Items turned up half dead and with about 2 years of moss/algae on top. Described as ‘Pair of Beautiful French Lavender Trees’ - strange business plan, I assume they don’t expect repeat business. Would never use again
Cotinus Royal Purple
Dishonest, deceitful, a total con! Their guarantee is worthless, they do not take phonecalls, they do not answer emails, they ignore complaints. They shouldn't be allowed to trade or steal our money.
I ordered a shrub from Gardening Express in Feb 2021, described by them as 'established and bushy'. That was a lie. I got a twig 7" tall with 3 spindly 'branches'. I complained immediately and was told to give it time, it would thrive come spring. It did not thrive, it languished and slowly died. I sent many emails with photos but they ignore them. Their website now states that, for a refund or replacement, they need the dead plant returned, in its original pot(!), with the original label and proof of purchase and at my expense. That is ludicrous and just means the guarantee is useless. I am currently waiting on their chat facility, have been for 22 minutes and the only thing I see is "currently replying in under 2 hours"! My advice is clear: YOU SHOULD NEVER BUY FROM THIS COMPANY.
Avoid! Avoid! Plants arrive half dead and I'm told just to water them as there is "no evidence of detrimental damage." The lavender plants were rotting in their pots when they arrived and the bamboo plants are beyond help. Lost all their leaves and have broken stems that make them far smaller than they should have been (they are literally 20cms high). I have waited 4 weeks for these products. There was no notification that there would be any wait. I am kicking myself for not reading the independent reviews before giving them my cash.
There is nothing 'express' about this company. I wish I went to B&Q or Morrisons - they seem to be able to do a better job of keeping plants alive!
Accidentally didnt change my response to 'NO' to the question would buy here again.
Absolutely no way in hell.
Glam rock hydrangea
Arrived deheaded, unable to grow. Tried numerous times sending photos etc. No response.
Just wanted a replacement or refund.
Large aoyagi maple
An £80 maple that nobody in their right mind would have chosen. Straggly and small - basically worth maybe £25. Getting in touch via chat (the only way) is laughable and takes forever. They copied and pasted a variety of 'catch-all' terms and conditions and told me it was fine. I can send back for a refund but reading here I think I am better keeping it and hoping that I can do something with it over time. I may not get any money back if I try a return. Sharp practice and quite frankly sad to have collided with people who have no morals or scruples. Shocking! Avoid...
I may have been unlucky in my dealings with Gardening Express but the quality of plants that I received were practically unusable. I paid £79.99 for a specimen star jasmin. It was supposed to be 6 to 7 feet. The plant that I received had less than 3 foot of growth and a lot of withered twigs. I sent photographs of the plants to Gardening Express.
I contacted the company and they did respond to say that I could return the plants at my own cost and that I'd be responsible for the plants until they received them. They advised that I insure the transport, at my own cost.
They had completely failed to deliver honestly. The plants arrived in 4 deliveries with no notification, apart from the first delivery.
I wasn't going to waste further time and in packing the plants and returning them. I had little doubt that the company would not behave honestly.
I would strongly advise against the use of this company.
Arbutilon- Hybrida pink
I ordered this shrub expecting a strong healthy 50cm tall plant. Instead I received a broken 25cm tall but bent over at 18cm, never to be straightened plant with yellowed leaves. And only 6 leaves to begin with, plus a couple of brown wizened buds. Disgusting. it has taken three weeks from ordering to get here and seems to have been in the box for three weeks. They tell you to e-mail them with pictures, but do not supply an e-mail address. So how are you supposed to let them know. I feel sick that I have cheated out of a decent plant with no redress. How are they allowed to get away with it.
Order #600994065 Lavander Plants
I should have checked Trustpilot before I bough from this Appalling company. I also wish I could give this company 0 (zero) stars! I bought 10 Lavander plants FOR £40.00 and apart from 3 they are all dead. Trying to contact this company is a mission impossible as they make it virtually impossible for customers to contact them. They have a useless text message system on the website that is an absolute Joke. PLEASE DO NOT BUY FOR THIS SHODDY COMPANY
I sent an email 2 days ago and also sent a message on THEIR USELESS a messaging system with the following and no reply. “My order Your m arrived some days ago and despite being tightly packaged, the Lavander plants were looking very sad and dry, not much green or growth in them. I planted them immediately hoping that nature would do its magic. Unfortunately, apart from 3 plants, the remaining 7 are all dead!