Menu
Gardening Express
Gardening Express Customer Service Phone, Email, Contacts

Gardening Express
reviews & complaints

www.gardeningexpress.co.uk
www.gardeningexpress.co.uk

Learn how the rating is calculated

1.0 175 Reviews

Gardening Express Complaints Summary

0 Resolved
175 Unresolved
Our verdict: Engaging with Gardening Express at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
Verified
The authenticity of the customer service contact information for Gardening Express has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Gardening Express. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Gardening Express reviews & complaints 175

Sort by:

Newest Gardening Express reviews & complaints

ComplaintsBoard
G
6:21 am EDT

Gardening Express wisteria very slow delivery and pathetic specimen

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.

Read full review of Gardening Express
View 0 more photos
Hide full review
ComplaintsBoard
D
8:12 am EDT

Gardening Express Dead plants

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.

Read full review of Gardening Express
View 0 more photos
Hide full review
ComplaintsBoard
M
4:47 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Gardening Express Return of plants under 5 year guarantee

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

Read full review of Gardening Express
Hide full review
ComplaintsBoard
C
10:44 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Gardening Express Order #600100841

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

Read full review of Gardening Express and 1 comment
View 0 more photos
Hide full review
1 comment
Add a comment
S
S
Sarah Wilson 67
, US
May 16, 2018 6:32 am EDT

Genocide of the plant variety. If plants had rights, then this company would be up on multiple charges of abuse and murder. I cannot believe anyone can run a business who so clearly hates their job and disrespects their goods like this. I have been quite upset that anyone could imagine this is an acceptable way to carry out a gardening business. It was a whole week after the email to confirm dispatch, that these boxes arrived, they had been Sellotaped shut so tightly the plants couldn’t breathe, they had no day light and they were wrapped in plastic carrier bags tied around the stems/necks of the plants, the pots were taped as tightly as possible together, in order to cram then in, no trays so that the pots were broken and the roots damaged. They were then stacked facing into each other so that they crushed themselves. It was also a record temperature for May. My bank confirmed I do not have to pay for the return as they say on their web site. I have since followed their reviews. There is no question in my mind that this is not a one-off abuse and that they must now be reported to trading standards. If I had a car I would take them back myself and dump the rot on their doorstep to clear up, I will now have to pay someone to come and take this mess away . These people don't give a S***** about their customers or their plants. Shut this company down! some photos here showing a small amount of what was delivered to my house.

View 0 more photos
ComplaintsBoard
M
9:08 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Gardening Express Partial order received and poor customer service

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.

Read full review of Gardening Express
Hide full review
ComplaintsBoard
G
1:47 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Gardening Express damaged plant delivered

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!

Read full review of Gardening Express
View 0 more photos
Hide full review
ComplaintsBoard
V
8:02 am EDT

Gardening Express Completely different plants sent from those ordered

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.

Read full review of Gardening Express
Hide full review
ComplaintsBoard
N
2:55 am EDT

Gardening Express Never received order 10 days after payment. No phone /email responses. Awful

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)

Read full review of Gardening Express
Hide full review
ComplaintsBoard
S
8:33 am EDT

Gardening Express Missing item from my order

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

Read full review of Gardening Express and 1 comment
Hide full review
1 comment
Add a comment
M
M
Mike Waghorne
, US
Aug 12, 2018 1:30 pm EDT

Im still waiting for a acer tree that i ordered on the 23-07-2018 was supposed to have been dispatched on the [protected] to Hermes courier's they cant find the order or though it's on there system, My order no #[protected] I've contacted gardening express via there ticket system but only get a generic reply and nothing back personally "we will be in touch within 3 days " but no e-mail
Mike Waghorne

ComplaintsBoard
A
7:40 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Gardening Express gardening express plant delivery

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.

Read full review of Gardening Express
View 0 more photos
Hide full review
ComplaintsBoard
M
5:54 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Gardening Express Supply of plants through groupon

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

Read full review of Gardening Express
View 0 more photos
Hide full review
ComplaintsBoard
R
1:36 pm EDT

Gardening Express Corkscrew hazel

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.

Read full review of Gardening Express
Hide full review
ComplaintsBoard
M
2:00 pm EDT

Gardening Express order (#96775) japanese maple seiryu

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
image1.jpeg

Attachment(s)
image1.jpeg

[09LVKW-O0RW]

Read full review of Gardening Express
View 0 more photos
Hide full review
ComplaintsBoard
A
6:38 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Gardening Express no delivery, paid up front over £79

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.

Read full review of Gardening Express
Hide full review
ComplaintsBoard
B
9:15 am EDT

Gardening Express plant never received

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!

Read full review of Gardening Express
Hide full review
ComplaintsBoard
J
9:58 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Gardening Express Order not arrived - no reply to emails - phone cuts me off

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.

Read full review of Gardening Express
Hide full review
ComplaintsBoard
H
1:09 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Gardening Express Plants not as described and only received part of order. Can't contact them!!

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!

Read full review of Gardening Express
Hide full review
ComplaintsBoard
R
5:10 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Gardening Express dead plants / wrong plants / no plants at all

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.

Read full review of Gardening Express
Hide full review
ComplaintsBoard
D
10:32 am EST

Gardening Express All plants

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

Read full review of Gardening Express
Hide full review
ComplaintsBoard
C
8:57 am EDT

Gardening Express Customer service and false advertising.

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.

Read full review of Gardening Express
Hide full review
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Gardening Express customer service

Phone number

+44 844 804 4253

Website

www.gardeningexpress.co.uk

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Gardening Express?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Gardening Express Customer Service. Initial Gardening Express complaints should be directed to their team directly. You can find contact details for Gardening Express above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Gardening Express. Discuss the issues you have had with Gardening Express and work with their customer service team to find a resolution.