Gardening Express
reviews and complaints

I bought an Acer desosho from gardening express.
It was broken, I wrote to them explaining that the plant had arrived in a poor shape and broken to boot.
I included pictures of the plant still in its box.
I received a generic reply saying they'd upgraded their system and I had to re-submit my complaint in the way that they stated. Their reason for this was to ensure a speedy response.
I have re sent my email, (in the correct way) four or more times and have had no further word from them other than to say they got my email.
I requested my money back and stated that if they wanted the broken/misshapen tree back then could they send a courier to collect as I am already out of pocket to £50

I placed the order [protected] on 15.4.18.The order was for a pear tree. A tree was delivered on 17.6.18, but it was an apple tree. I have been repeatedly emailing this company and used the ticket system they asked for but have had no contact at all from them. I have looked at my account with the company and the original order is there but no acknowledgement that the wrong order was delivered or date for delivering my original order. I have given my address and contact details to this company so there is no excuse for this lack if contact. The unwanted tree is outside my house in these high temperatures needing care to prevent it from dying.
I am frustrated and angry at this service and will never use it again.
Please resolve this matter or I will need to explore other options such as the Ombudman Service or seek redress via my Credit Card provider.

After waiting the best part of three weeks for my £82 order, it arrived last Saturday in an appalling condition. Two of the boxes looked like they had been run over. I immediately took several photos and emailed Gardening Express through their website. After hearing nothing for about a week I messaged via Facebook. What I got back today was their standard reply saying I had to return them at MY expense so they could inspect them. The packaging was destroyed in transit so apart from the additional cost, I would have to source some kind of packaging. Also, going by other people's experience the chances of a replacement/refund are zero. They are still continually adding items to their Facebook page but interestingly there is no review page and any negative comments are deleted immediately. The only clue to people's dissatisfaction is the amount of angry faces in the 'likes'. How can this company get away with this, don't we have laws in the UK to protect us?

On 23rd May I ordered a plant from gardening express which I have not received despite several emails I have heard nothing
I would like a refund but they won't reply I've tried logging in my account to contact them no response how are these people allowed to trade there are so many people owed money I'm afraid I will not get my money back your my only hope

I have repeatedly asked for this order to be cancelled and a full refund issued. I have created at least 7 ticket requests to resolve this issue. Nobody has replied and all my emails go unanswered. I tried to get in touch through the website on Facebook and was blocked. I have also asked how my data is saved and as part as the new GDPR I as a customer have the right to ask this. From the official non compliance it states 1 month for a response so now 3 weeks are left, I must think they are in the process of responding. I have notified GDPR so they are familiar with my request, along with Trading Standards and the police and company house. As part of the Consumer Rights Act 2015 I hold them responsible for poor service, non compliance with my requests and failure to resolve my complaint.

Do not get any plants from this company. That say all plants come in good quality that is an absolute lie. 1. All my plants came in bad condition. 2. One plant was even dead 3. The stamps were snapped off.

As a response I got: "that this can happen with delivery (which garden express is still reliable for, and they should be fine if I follow the guidelines of the website how to take of them". I didnt even get an option for a new plant or refund. My question is how can you make a dead plant you delivered alive again garden express?

Save your money and do not order plants here. Costumer service is a joke and the plants I received are dead.

I received my clematis taiga from gardening express ordered on 26.05.18 under the name of Karen Barnes. Order number is [protected]

I planted it up as I should with the correct size pot and food but within a day all the leaves crumpled up and the plant died.

I have sent 2 emails to gardening express and received no reply to either. I sent one on the 8th June and another on 12th June.

All plants apparently have a guarantee but I have heard nothing back and am not happy to have paid £12.00 for a plant that obviously wasnt healthy.

I ordered £30 pounds worth of plants on 20th May.
They have not arrived and the courier Hermes say they were damaged in transit.
The money wad taken from my credit card very quickly the only express thing to have happened. Several E mails have had no response and am still waiting for a response.
Customer service is appalling, I have paid for nothing and am very angry. I think there is a law against this!

Received a parcel of numerous plants to the value of £43
Was horrified at the way too many plants in such a small box... all the plants were utterly derived of care and water..90% of the flower heads broken off.. Not acceptable
Sent in numerous images of the packaging and plants.. as yet to date not response.

Should be closed down as a trading company

Hi I placed an order for several items on 23 April 2018 and you collected £43 from my credit card. Todate haven't received any correspondence nor the order. Sent several queries through your website last email was sent on 1 June asking for my money to be refunded. I am no longer prepared to wait any more and have already bought some plants from somewhere else.
You no longer a Tel service which gas left me no choice but to raise a complaint.
Please arrrange got my payment to be refunded ASAP.
Contact details
Mrs Jiwan Raheja
[protected]

I am June Dauncey... I have had a fairly large delivery from you last week... Order No.
600104065...

2 Standard Roses Deal 32479... No sign of life on top of rose, I soaked them overnight then planted them in new soil and compost, I have waited a few days, nothing happening, they look dead!
Fern arrived E15178, squashed in a box not tall enough so it arrived with 4 broken stems!
2 Aubretia Deal 78955, squashed in-between large plants, 1 pot broken off completely, the other had a chunk broken off!
3 perennial wallflowers Deal 16187x3, 1 sticking out of the box 6 inches, another with 2 stems broken off!

I must admit it is very inconvenient not to be able to speak to you on the phone, I would think you would loose a lot of business!

I am a pensioner and The Standard Roses in particular were quite expensive for me, so I hope you can help me out here?

I look forward to your hopefully prompt reply...

Yours...

June Dauncey (Mrs.)

Bought several items from this company that is the internet version of Bonnetts Garden Centre called Gardeinf Express. The items artived 3 weeks kate and ever since It has been really poor customer service trying to resolve. My order included Half dead plants and mis-discribed items. Some items were missing all together! Compliant over email, facebook and direct messaging eith no reply. The company is getting loads of issues on trust pilot. I think this is a Fraudulent operation in my view.

Hi there
I have only received half of this order
I've chased it 3 times now but never get a reply to my emails sent
22/04/2018, 10/05/2018 and 16/05/2018
This order was placed on 3rd April over 2 months ago
Half was received mid April and a handwritten note on the dispatch advised the rest would follow but still nothing
I'm still waiting for these
Please can you advise are they ever going to come?
Can you give me a refund as I'm fed up of waiting
SPECIAL DEAL - Lithodora diffusa Grace Ward - Heavenly Blue - In Bud & Bloom DEAL80020 1 £3.99
Heuchera Melting Fire - Coral Bells P15401 1 £4.95
SPECIAL DEAL - Heuchera Palace Purple - Crimson Coral Bells - Pack of THREE Plants DEAL800920 1 £9.97
Blue Grape Hyacinths - Muscari armenicum DEAL76534 5 £5.00
BECAUSE YOU'VE SPENT OVER £10 YOU QUALIFY TO BUY: 12 White Hellebores in Bud DEAL16003X12ico 1 £9.97

Many thanks
Alex Thomas

I purchased the above on 13/5/17, order #[protected], my trees were re-potted as were my mums 2 trees. She lives in Doncaster and I live in Barnsley, both sets of trees died within 2 months. I complained to GE with regards to this and sent photos of the trees. The response from GE was that the trees were Dormant and to wait. I have waited a year, until 4/6/18 and the trees are definitely not Dormant they are definitely Dead. My mum and I paid out £44.97, in good faith, for these trees. This company back up the products with a 5 year guarantee, but to be honest they don't give a damn and the guarantee is not worth the paper it is written on, they don't respond to emails and are impossible to get on the phone. I have contacted Watchdog today with regards to this company and request that everyone else who has had a bad experience, and looking at the reviews there are hundreds of complaints with regards to GE and there lack of customer service and cruelty to plants. Let's all get behind this and set up a Facebook page, a Twitter account whatever is needed to let everyone know about this company who don't care at all about the plants or the customers, who are keeping them in business. It has to end now. Avoid Gardening Express at all costs, you will be disappointed and out of pocket.

I have sent information as requested and photo evidence that my order arrived in a damaged and dying state. I wish to reject this order and claim a full refund £133.61. I need you to confirm whether you will arrange for the unfit items to be collected
I have received no reply from the company except an automated response and they have no telephone service

This is a copy of a series of emails sent to you which you have ignored:

Dear sirs,
As you have continually ignored my emails and contact ref Order # [protected] which was cancelled after waiting a considerable time for delivery, I have initiated legal action and I will be discussing this with the Financial Ombudsman.
I am puzzled as to why you would ignore customer emails (except buyers of course) and will reflect this in websites and media regarding your customer service.
Yours faithfully,
Thomas Moran
WS151QX

Order number 600111376 - shipment 100105252

I ordered a plant on line on 23rd may 2018, and had an email to say it had been shipped on 28th may. This is a live plant, and it has not been delivered yet, 3rd june 2018. I tried to ring but nobody answered. I have not had a reply to my email as to what has happened to my delivery. Has it been shipped as stated, if so, where is it? Considering the company is called gardening express, this is appalling service. If it doesn't arrive this week in a good condition, I shall get my credit card company to reclaim the money i've spent.

I received two black fluted plant pots costing 14.99
Online they looked smart and quality.
What I received were the cheapest most flimsy (non draining) plant pots I've ever seen.
In fact I could probably buy better in a pound store!
I emailed the company straight away for a refund.
That was two days ago.
I have read the most horrifying reviews and am now worried I've been "had".
The plants are also pretty shocking-the packaging was restricting and the plants were tiny compared to luscious photos you see online.
Disgusting!
.

I ordered two lilac trees that looked amazing on the website; I received two plants crushed into a box that were damaged through packaging. One is salvageable and the other is a very poor quality specimen that was very damaged, mistakes can happen but poor customer service is never a mistake Gardening Express has ignored my many attempts to complain and get a replacement for the beyond help plant. Why would anyone buy from a company like this?

Order no [protected]
Shipment [protected]

Ordered 2 roses 15th may 18
Received 1 we are still waiting for 2nd
Can only contact by email due to data protection (they say) cannot take calls (answer phone message)
Emailed them return message said problem solved, what on earth does that mean:has the rose been sent out or is a refund imminent, who knows. Shame the one I received was lovely but I wouldn't reccomend a company you can't contact by phone, email can take up to 5 days although my reply was more than that. Very frustrating

Marlene cox