Gardening Express
Reviews and Complaints

Worst online plant purchase experience ever. Wisteria (£29) took nearly 30 days to arrive. It arrived while we were away despite my request 10 days earlier not to deliver during that time (an email announcing it would be delivered in 2-5 days arrived just as we were leaving). The plant was a pathetic stick with barely any leaves out and was 1/4 the size of a similar type of wisteria bought on the day we ordered this one at the same price (see attached photo). The website appears to be designed to make customer feedback as difficult as possible (no direct email address available, delayed responses to feedback emails through their site; telephone lines always failing, weeks apart but same excuse) and telephone number hidden at the bottom and one that charges 7p a minute as you wait for line to fail. All designed to make it really awkward trying to contract anyone there. To make a return if dissatisfied you are responsible for finding a courier service and paying the return so not worth the risk. All in all, I would never trust this site again.

You sent me two dead plants and now ignore all attempts at contact to resolve the situation. You said you couldn't open the photo I submitted of the plants, so I've included it here. Quite clear you spend a lot of time removing negative comments on your facebook page instead of treating customers with some decency. Perhaps you'd like to consider your long-term business viability when you're spending all your time dodging all your dissatisfied customers who are asking for their money back. Your company is a joke, as a quick look at any review site will show.

Mrs Meadows
Barkley End
17, London Road
Wymondham
NR18 9BP
Tel: [protected]
Followed instructions, filled in paperwork which accompanied 2 patio trees (14.99 each).
Placed request for replacement plants & have received nothing ... heard nothing...
& Cannot speak to anyone.
Please respond as I know you signed for returned trees, therefore I will have to go to trading standards.
Regards,
Mrs Meadows

the plants I ordered took ages to arrive, when they did get to me on the 15th May, they were so badly packed that any plants that might have looked saleable were either destroyed or badly damaged; The boxes in which the plants arrived were not damaged, but what was inside the boxes was a mess of squashed, broken and quite possibly trodden on specimens of grasses, apple and cherry plants.
The description for each plant and the size of container they were supposedly to be sent in is laughably inaccurate.
Two plants have been omitted from the package altogether, I ordered 12 plants and received 10.
I require a postage label so I can return the plants and get a full refund of £169.49

Ordered 3 weeks ago, received 1 box of 3. If you're lucky to enough to find the telephone number hidden on their website, don't bother calling it as it doesn't work. It takes them ages to respond to any email or ticket, if you even get a response that is. My other boxes have been stuck in the couriers depot for 2 weeks now. I have asked for a refund for the plants not received as they are probably already dead by now. Guess what, no response... avoid the company at all costs.

Hi I have finally received my order.
I did email you to change the address as this was a gift for my mother in law.
You did not respond to my email at all, it was delivered to my address.
It came in a box so badly damaged I had to cut to bits very carefully to get the plant out.
I'm appalled at the condition of the plant. The soil is that dry it's like dust, the leaves yellow & damaged.
Poor service & poor plant.
I want a full refund including a high postage delivery!

I would definitely not use this company again for any plant orders. I ordered a six pack of sedum succulents (looked beautiful on website). They were meant to be for a sedum roof so needed to be close cropped. I was sent 6 very different plants instead. Two alpine Phlox, one alpine thrift, one that looks like it might be a periwinkle and two others unknown. Definitely not stonecrop sedums.

When trying to contact them, you can't reach them be phone and automated emails are sent back to any email enquiries.

The returns policy puts the onus on the purchaser to get the plants back to them in good order.

Will not be going back.

This is quite possibly the worst internet company we have dealt with. We have ordered ( #[protected]) 50 GBP worth of flowers and plants on 22.04.2018. On initial email we received confirmation for payment and shipping date (10 days). We contacted the company but no phone lines are working nor we had any email responses (contacted 3 times). It is now May 6th and had no responses from the company.

Is there a national site to report this as an internet scam? We would like to report this so no other people get scamed. We would like to get refunded immediately.

Many thanks,
SB
#[protected] (order number)

I placed an order #[protected] on 03/01/18, which never arrived, but when I raised a ticket they did resend the order #[protected] on 22/01/18. Unfortunately 1 item was missing, the Venus Flytrap (product code H13058), even though in my account it was showing as dispatched. I raised a ticket, on the day of delivery 29/01/18, stating this item was missing.
On 02/02/18 I had a reply (#89803) saying that the product was out of stock & it would be sent to me as soon as new stock had arrived.
On 17/04/18 I sent another inquiry to them, as I had noticed this item was back in stock, reminding them I was still waiting for 1. I received a generic reply with a ticket #98779 stating they were looking into it.
On 20/04/18 I received an email asking for photos of my plants I have a problem with, to which I replied on 26/04/18, asking how to take photos of missing plants! They replied the same day asking for me to download the form to return the item I was not happy with for a refund. Again I sent a reply telling them to read my previous emails which clearly state that I would like the missing plant sent to me, to which I have not had a reply.
The cost of the plant was only £3.99, which I know is not a lot of money, but I would rather have the plant and if that is not possible I would like a refund to the card I paid with. It has been very time consuming, sending emails and the time scale that this has been going on for, I think it would not be unreasonable to expect some sort of compensation for my time spent trying to sort this.
I am disabled, so do nearly all of my shopping online, and find it quite distressing when companies are incompetent with their Customer Services in sorting out problems and very short sighted of them.
COPY EMAIL 02/02/18

Your request (#89803) has been solved. To reopen this request, reply to this email or click the link below:
https://support.gardeningexpress.co.uk/hc/requests/89803

Gardening
Gardening Express (MB) (Gardening Express)

Feb 2, 14:44 GMT

Hello,

Thank you for your earlier message,

Please be assured we have not forgotten these plants from your order, we are currently awaiting fresh stock of these items. As soon as received we will dispatch your order to you.

Please be assured we are chasing our Growers for fresh stock, during our busy season we are receiving deliveries on a daily basis and so we hope to have your plants with you very soon.

We would like to thank you for your patience and would like to apologise for any inconvenience caused.

Kind regards
Marina
The Customer Service Team

Gardening Express (MB)

Sheshe
Sheshe

Jan 29, 22:03 GMT

I have received 2 boxes containing most of my order (Order #[protected]) except the Venus Flytrap (H13058) which is missing.
My details are:-
Order #[protected]
BH15 1EP
Mob: [protected]
Please would you look into this for me as according to my account details it shows it has been dispatched.
Many Thanks
Sheila Law

COPY EMAIL 17/04/18
Thank you for contacting Gardening Express...

Your request (#98779) has been received and is being reviewed by our support staff.

We highly recommend checking https://www.gardeningexpress.co.uk/contact/ for details on our Guarantees, returns and refunds procedures in the case of your query relating to such matters.

To add additional comments to your message, please reply to this email or click the link below:
https://support.gardeningexpress.co.uk/hc/requests/98779

Sheshe
Sheshe

Apr 17, 13:54 BST

This is a follow-up to your previous request #89803 "Missing Item"

Hi

I have still not received the Venus Flytrap (H13058), that was meant to be included in my order #[protected] (https://support.gardeningexpress.co.uk/hc/requests/600070958), (https://support.gardeningexpress.co.uk/hc/requests/600070958) which was ordered 22/01/18.

I sent an email to you 29/01/18, reporting this missing item & received a reply from you on 02/02/18 assuring me that you will send 1 when you get more stock in.

I have noticed that they are now back in stock, please would you now dispatch this item to me.

Many thanks

Sheila Law

COPY EMAIL 20/04/18
Thank you for your enquiry (#98779) which has been logged for us to deal with.

We're sorry to hear that there is a problem with the plant(s) that you have received.

In the first instance please can you send through to us a few photos of the plant(s) that you have received. Specifically the parts of the plant where you feel there is an issue.

Please also include your order details so that we can review with our horticultural team and respond in due course.

To add additional comments to your message, please reply to this email or click the link below:
https://support.gardeningexpress.co.uk/hc/requests/98779

Sheshe
Sheshe

Apr 17, 13:54 BST

This is a follow-up to your previous request #89803 "Missing Item"

Hi

I have still not received the Venus Flytrap (H13058), that was meant to be included in my order #[protected] (https://support.gardeningexpress.co.uk/hc/requests/600070958), (https://support.gardeningexpress.co.uk/hc/requests/600070958) which was ordered 22/01/18.

I sent an email to you 29/01/18, reporting this missing item & received a reply from you on 02/02/18 assuring me that you will send 1 when you get more stock in.

I have noticed that they are now back in stock, please would you now dispatch this item to me.

Many thanks

Sheila Law

COPY EMAIL SENT 26/04/18
Hi

I don't know why you have asked for photos, when my query is about a missing plant Venus Flytrap Order #[protected] reported to you by email on 29/01/18.

Please advise on how to take photos of missing plants!

Thanks

Sheila Law

[protected]

COPY EMAIL RECEIVED 26/04/18
Hello,

If you would like a full refund, you will need to please return the order to us within 14 days of receipt, please download the form by [CLICKING HERE]. You will need to print and fill this in, then return it to us along with the unwanted plants.

Please be aware that we do not offer a collection service, nor do we cover the cost of returned items, unfortunately these are made at your own expense.

Please do not forget to include your Order number/ Voucher code, your address and postcode, your full name and telephone number. This will enable me to locate your order details.

Upon receipt and inspection of your returned plants we will issue you with a refund.

Kind regards
The Customer Service Team

I ordered 24 Hellebores of which 18 arrived very badly damaged. I also ordered 3 twisted Hazels but one arrived with about 30cm of the top snapped off, probably broken in transit.
I got no response by phoning so emailed. It took several attempts to get a response but despite sending photos of the damaged plants I was told to return them AT MY COST to obtain a refund. I complained saying this was poor customer service but did not even receive acknowledgement of my mail.
I've completed two online surveys they sent to my inbox and despite feedback to say they will contact me, I've not heard anything.
It goes without saying, unless I get a satisfactory conclusion, I.e. replacement plants and reimbursement for any returns, I will not be using Gardening Express again.

The pictures show the promise versus the reality.
The promise was for 2 60-80cm plants the reality was 2 13 cm pathetic looking examples.
Was offered £15 credit note for Groupon which is of no use whatsoever as I do not intend to purchase anything ever again from them.
Now I either accept them (Bearing in mind they cost me £32) or go to all the hassle of repackaging them, taking them to the post office and waiting up to 4 weeks for a refund.
What a joke.
Sort it out Gardening Express

I ordered a corkscrew hazel. The plant provided is only 65 centimetres. It should be a minimum of 100cm according to your own advertising. Im really disappointed. I chose the plant to be a central feature. This 35 cm that is short is a lot of growth considering how slow growing a plant it is! I Can't afford to pay to return it so I'd like either the right specimen sent and free return or compensation.

Good morning,
Yesterday I received my Japanese maple Seiryu.
From a customer perspective, I have to say it does not resemble the pictured tree at all (picture attached)
The tree itself has a split trunk and even if I wired it to shape I cannot put this in my garden and be pleased with it at all.
As with the majority of this country, I hate to complain but I genuinely have to question the validity of your advertisement.
I would like this tree replaced with one that resembles the advertised photograph or I will be escalating this to higher levels that will not promote a favourable picture of your company.
A very unhappy first time customer.
Mr M Tamagni
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Untrainable by telephone excuses their phones not working.
Attempting to get them to reply to emails is impossible Warning they're should be avoided AT All costs. Used them previously, few years back and they were okay but hurrendous company I've ordered plants in the vain hope they'd deliver within their 4/5 days Nothing. I'm away and this weekend for 2 weeks and I've tried to request they either deliver by 13th of April or leave until week beginning 30 April they totally Ignore any form of communication I'm going to contact my bank and request payment refund. Dreadful use your local reliable Garden Centres.

Order number [protected]. Large specimen Buddleja "Sungold" still missing from my order placed on 21/02/18. After numerous attempts to contact by phone (I'm now sick of all of this), numerous emails I am resorting to the fact that my item will never come nor will I receive a refund. I cannot afford to throw money away. Cannot believe nobody answers the phone! I've had one email saying my ticket has now been resolved!

I placed an order with Gardening Express on 5th March and almost three weeks later, I am still waiting for it to be delivered. I am very worried that the company has no intention at all of delivering them.

I received the following order and shipment numbers from Gardening Express but there has been no sign of my plants and it has proven utterly impossible to contact anyone at the company.

Your Shipment #[protected]
Order #[protected]

I have tried emailing Gardening Express through their website, emailing them directly from my email account and also tried emailing the CEO, Chris Bonnet via the following email address, however a strange email bounced back saying that my "message wasn't delivered because the destination email system rejected your message for security or policy reasons. For example, the email address might only accept messages from certain senders".

Nobody has replied to my email queries regarding my order and nobody answers the telephone number provided on your website when I try to call, in fact most of the time I get cut off. I have spent many many minutes on hold while the automated message says it is 'trying to connect me' and I am wondering if this is a scam to keep people on your chargeable phone line for as long as possible.

I very much hope that Gardening Express are a legitimate company which does not steal from people, however I have seen no evidence of this yet.

I would like a response in the next 24 hours regarding the whereabouts of my order and a delivery date or a full refund of my money, or I will be taking this case to the relevant authority as the service is utterly unacceptable and from what I have read online, I am not the only person to feel this way.

I received part of my order today, a tree was missing, no order note or details. The plants I received were terrible condition and very small, they were just in large pots to make them look bigger and so they could sell at a higher cost. I have tried repeatedly to log into my account on their website but try as I might, every single new password attempt fails, this is very frustrating as I am unable to see the status of the tree that is missing.
They are obviously a very shoddy company who don't want to deal with customers, hence the huge difficulty in being able to reach them.
They don't answer the phone (calls cost 5p per minute) and you can't even email them as they have this strange syrtem where you can only go through a check list.
Now I am left with a part order, no means to check if I am to receive the rest of that order or how to make any contact whatsoever.
Aabsolutely diabolical service and I have wasted hours trying to sort it out but am not a step closer to doing so!

Absolutely appauling service.
I ordered a total of 7 plants, and despite all items showing as successfully delivered, I have received the following:

2 x terrible quality plants (they look dead!)
1 x plant I did not order

I am still waiting for 4 expensive plants!

No answer on their premium rate phone line, no customer service by email.

Disgusted.

This company should NOT be allowed to sell garden products OR be in business.
I tried from the day I received mine to contact them as most were dead and it is impossible to contact them . Their downloads website is also rubbish. nothing is straight forward. When I tried to complete the return download form the information tells me I cannot return the item if it is marked with a (+) as these items are not returnable as they have a shelf limit BUT it does not explain this on their website when you are purchasing them just on the returns form. (Sneakily done). I will be taking this further

A TOTAL rip off . KEEP WELL AWAY

I puchased 3 plants, stating they were between 2-3 litres (bare in mind they are £20 each). I waited a long time for them to be delivered, i understand there can be delays but this was a bit much. 2 of them were presents for my auntie who was staying with me and she had left by the time they came! I tried calling them many times to amend my order, possibly change the plants. Nothing. On one occasion, i was on hold for 1 HOUR! Plants finally arrived. I found them, thrown over my fence, upside down and all bashed up. I open the box, some pots are damaged. I didnt mind too much about damaged pot as i was looking to replant them. It was the size of them that i was shocked at. They were tiny. No where near "between 2 - 3 litres". When you shop for plants, pot size makes a difference in price. The bigger the pot, the bigger the plant. No way were these plants worth £20 foe there size. False advertising. Customer service afterwards continued to be frustrating, ignoring most my issues with tge product, saying "we can only apologise for the couriers" and "make sure you water your plants..." There is nothing express about this company. I promise there are loads of people that are dissatisfied with their service. I am honestly not one to complain but had to make the exception in this instance. I am now forced to pay for returning them.