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Gardening Express
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Gardening Express
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140 complaints
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Gardening Express - Customer service

In January, I bought two multi coloured hibiscus trees. We are now halfway through May and one is full of green leaves and doing well while the other is just brown twigs. I contacted Gardening Express (through chat) who asked for a photo and so I sent one of the two trees side by side. They returned the photo with a circle around the stem which was below...

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Gardening Express - Dead plants

Placed a very large order with gardening express. I immediately had a problem with the quality of some of the topiary and shrubs. It was impossible to complain. For weeks of trying wouldn’t recognize password or kept crashing. Today looks like they have managed to provide a link but to A person in customer service that is arrogant and patronizing. Initially you have to return product with original labels despite photographs required but clearly not accepted. They want dead plants back at my expense. I have one holly out of four that died. Apparently all their plants are not only checked by them but by an independent ministry person. So the fault is me who apparently can kill one but get three to thrive. Same with 1 out of 3 Hydrangea and 2 out of six lemon cypress.

Desired outcome: Replace dead plants without me having to do anything further or incur additional expense

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J
9:01 am

Gardening Express - Ten established instant impact cottage garden plants - hardy perennials perfect for beds and borders

Received my order on the weekend, half dead / tiny plants which are not established despite the website confirming established and garden ready plants. I have tried to complain only to be told tough, that the manager Tias word was final and I couldnt take the complaint any further. That if I wrote in then she would tell me the same thing over correspondence as well. Was very passive aggressive and unhelpful on chat. These plants are not established or garden ready. I've been told to pay to send them back but I'm not prepared to pay to send something back that has been sent that is not as described. Plug plants are more established then this!

Desired outcome: Apology / partial refund, or allow me to return them with a pre paid postage label.

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8:58 am
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Gardening Express - Purple torbay palm - order #601220026

Box (I use that term loosely) arrived 26th Jan. It looked like it had been used as a punch bag by a heavyweight boxer then passed to a football team to practice taking penalties with. Once opened, quite a few leaves were bent & snapped, a few also have look like insects have been merrily eating away. Other leaves are dry & brown at the ends. Now comes the...

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1:07 am

Gardening Express - ORDER # 601189281 ITEM # 90163

I placed an order with the company, and 1 item on offer was POINSETTIAS for Christmas decoration! They were on offer for just £1 each, which in the sceme of things is not a great deal of money! I ordered 6 of them for in our house, and 2 lots of 2 for brightening up relatives houses! When they arrived they looked great, when my wife opened the boxes, and took them out, within 12 hours all 6 had lost EVERY PETAL, AND MOST OF THE FOLIAGE! ALL that was left on all 6 was a STICK in the middle of a pot!
I have tried on their site to find a way to contact them, but if anyone else out in the world has managed it, I wish they would pass the spell onto me!
My details are as follows.
IAN GITTINGS
37 BELVEDERE CLOSE, BURNTWOOD, STAFFS, WS7 4YR. PHONE 07923 357039 EMAIL [email protected]
MANY THANKS.
IAN GITTINGS

Desired outcome: REFUND

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9:10 pm

Gardening Express - Poor quality and noCustomerService

Ordered 28/11/2021, despatched 6/12/2021, delivered 14/12/2021.
Several of the plants arrived in very poor condition.
You simply cannot contact their customer service. You access a robot chat system which promises that "you will be talking to a person soon". Waited over an hour on both occasions and no-one contacted me.
I paid good money for very poor plants and service. I want either a refund or replacement. I will never order from them again.
I guess they don't have a telephone line because it would be swamped by customers complaining. They should be very ashamed of the way they treat their customers. A very shoddy company.

Desired outcome: Refund or replacement

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Feb 02, 2022 8:25 am

TOOK MY MONEY AND DID NOT SATISFY MY ORDERS.

Agree that they should ashamed of themselves.

DESIRED OUTCOME MONEY REFUNDED

Ann P Munday

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B
11:47 am

Gardening Express - Plant purchase

On 2nd December I placed an order online for a bird of paradise plant to be delivered to my son in London for his birthday. I received a confirmation of purchase email the same date with order number 601187182. On 6th December I received an email from Dispatch Cloud confirming receipt of my item for delivery - number 1571764152. It was scheduled for delivery on 7th December but has never arrived and I cannot get in touch with either company to find out what is happening. The delivery company's website just says there's a problem. Their 'live chat' service isn't working either. I paid £16.37 for something I never received and would like a refund .

Desired outcome: Refund

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Gardening Express - None arrival of plants.

Plant ordered 12 days ago. Not delivered . Order No 601147179. I can't contact this Company. They have no phone No, no email address, there quick answering service doesn't work, no link in chat box, there support ticket also not working, no link . The phone No below is not in service. The courier Co DX have failed to find my address on several occasions & now say my plant is not instore. My email address is. [email protected]

Desired outcome: I want my plant, or my money.

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J
7:28 am

Gardening Express - Customer service

When i placed order the site stated dispatch with 3 days now its been 2 weeks and order hasnt been processed i have tried numerous ways yo contact customer service in order to cancel the order and get a full refund. However i have had zero response. The chat is slow and the person i eventually got a reply from was extremely unhelpful and rude saying she has told me multiple time i cant cancel or get a refund. No useful information or even a simple polite response. Im very dissatisfied with the customer service and would still like the order cancelled and my money refunded.

Desired outcome: Cancellation of order and full refund

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9:28 am

Gardening Express - Large circa 5ft Tricolour Hibiscus Tree

DO NOT BUY THESE TREES! BE VERY CAREFUL WHEN DEALING WITH THIS COMPANY!

The trees were delivered bare rooted (as expected) and I immediately planted/cared for them as instructed. Three months later (from June to August) there is still no growth whatsoever and when snipping a stem back, no green or sign of life. Upon contacting the farcical 'fast messaging service' (as this is the only way to get in contact) and waiting literally hours for a response, I am told that there is only a 14 day return policy (and you have to pay to return the plants yourself anyway too).

When the instructions say that there will be growth in a month or two, how the hell is anyone supposed to know that they are dead sticks before then; and return them.

The messaging agent was totally unhelpful and dismissive. These trees were not cheap, but forgetting about the money, the customer service from this company is point blank the worst I have ever experienced.

PURCHASE AT YOUR PERIL

Desired outcome: Refund

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10:14 am

Gardening Express - Non Delivery of Item and no answer to queries

I ordered a monstera plant on the 23rd July for my daughters birthday as she has just moved into her first property. The plant cost £30.96 inc £5.99 delivery

It is now Now on the 6th August I have not received the plant or any correspondence re delivery.

I contacted them on their webchat facility as instructed at 10.12am, it is now 15.11pm and have not received a response other that their automatic bot one. There is no alternative method of contact for me to query.

Desired outcome: Refund

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3:17 pm

Gardening Express - Received dead plants

Dear Sir - Madam,

Ref order: 600871692.

Part of the above order, placed March 2021, included the purchase of a Hydrangea varana plant. The plant looked dead when it arrived, yet I planted it hoping it would 'buck up'. The plant is in the same condition as when received and is dead.
I have tried 4 times to contact Gardening Express via there Web chat facility and each time, after waiting over 2:30 hours (each time) have received no response. There is no other way to contact this Company. In essence, I have paid for dead goods nd am unable to get a response due to zero contact from the Company as you are unable to contact them s no one answers the live chat facility. (screenshots added for this too).

Desired outcome: Replacement or refund

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Gardening Express - Orchid plants

I had ordered 3 orchid plants which arrived on Friday in a 6' tall box.
The orchid pots were tied together at the bottom and 7 flowers including a small branch had fallen off.
The plants are poor and not fresh. I have a lot of orchids and these were awful. One has now 2 flowers left.
Very poor packaging and stui8d packaging as they came via Hermes. Hermes deliver in their drivers' cars and there would
NOT be enough room to stand the box up. So they were bound to fail, even if they had been good plants.

Desired outcome: Refund

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3:52 pm

Gardening Express - Acer

I ordered an acer tree advertised as 90-110 cm the one I received is 50 cm including pot
I have tried numerous times on their chat sometimes waiting 6 hours
I sent a picture and they said I would receive a partial refund but still can't get through to find out when I will get it
I am getting fed up as the only way to get in touch with them is the'chat'
My order number is 601054025

Desired outcome: Refund

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1:50 pm

Gardening Express - Plants

DONT WASTE YOUR MONEY WITH GARDENING EXPRESS.
I have tried to contact Gardening Express via their chat system and as yet have had no reply.
. I contacted them on 15th June when my plants arrived and they are dismal to say the least the conifers are much smaller than the height described and the 'glorious' colours of heuchera are non existent, 6 of the plants had 1 leaf, the other two are very small and all are the same green colour.
I am extremely disappointed and feel totally ripped off. I work hard to earn my money and it feels like I have totally wasted my money along with my time trying to contact Gardening Express through the chat system and email.

Desired outcome: No response from Gardening Express.

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6:08 pm

Gardening Express - Vegetables for Growing

Three potato plants ordered 6 June 2021. It's now 24 June and I've still not received them.

Did receive email stating that the order would be taking a bit longer than usual. I raised this with the company (chatbox only, with long delay in responding) - expressing my belief that this was a veiled way of saying that they would not be fulfilling my order, this growing season.

Eventual on-line chat with agent (Sam) led me to believe that the order would be fulfilled. (However, it has not.) I also offered to go and collect the items in person - given that their published address is relatively nearby. This offer was point-blank refused on grounds of "safety".

In summary, I can only conclude that this is a scam company - one of those which takes payment for items it does not have or cannot otherwise supply.

Desired outcome: Refund, followed by investigation and charges of fraud brought.

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9:16 am

Gardening Express - Dead plants

My order arrived late. When it did come, the lavenders were half dead and my quince tree showed no sign of life. I gave it 3 weeks in case it was dormant for some reason (should be in full leaf and flower at this time of year) but it it clearly dead. When i contacted gardenexpress via your chat facility i was told they could not help.
I would like a full refund for the damaged/dead plants.

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1:41 am

Gardening Express - Service, replacement/refund

Glam rock hydrangea arrived deheaded, dead, unable to to re grow.
Contact garden express with photos, order number.
No response

Desired outcome: Refund

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Gardening Express - Marigold order

Order ref 600637828 dated 31May 2021 for marigold plants from Gardening Express
Marked as dispatched by GE about 05 May.
Courier [Yodel] cannot trace via track code or delivery postcode
After 6 or more days in transit plants will be dead and useless

Desired outcome: refund payment

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9:18 am

Gardening Express - Product that is dead and receiving no response from the company

I have tried to contact this company their E-Mail address is incorrect and they do not respond to their online chat service also they cannot be reached by phone. this is an appalling situation. I am beginning to think the website is a scam. Plant arrived in a poor condition but put this down to the plant about to go into dormancy It has been cared for in the correct manner but unfortunately it has not put out any new shoots and appears dead.

Desired outcome: Money back

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K
Jul 13, 2021 8:25 am

I too have received an Acer which was completely dead and no sign of any growth. Chat line customer service appalling and they end chat if you complain too much. Submitted photos all to no avail. No sign of refund or replacement.

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+44 844 804 4253
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