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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered two items from this company on April 21, 2024 (a hose pot and a garden hose). I know they charged my credit card for $219.40 (including $27 in shipping) but there has been no update on shipping and when I looked up the order online it says "In Process." I have tried emailing them and also calling but no-one responds. The phone system is impossible. No matter what option I choose, I am put on hold and told that the wait time is at least 30 minutes. At this point, my next step will be to call my credit card and dispute the charge to see if I can get the charges reversed. I also posted a negative review for the item on their website to see if someone will respond to that. I've ordered from them before and they weren't the quickest in shipping but it was never this bad. I want them to confirm a fixed date for delivery that is in the next couple of days or else refund the total I paid. I need these items NOW and would rather purchase them elsewhere if I can't have them delivered in a few days.Customer response
05/20/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I heard back from the business after I canceled my card with the bank and the business was unable to charge it for my order. They otherwise did not reply to my multiple attempts to contact them. Once they reached out (because they could not collect any money from me), I canceled one of the orders I had made. To my knowledge, they still have not delivered the other product I ordered from them, though they promised they would ship it last week. If the order is not received by next week, I will file a complaint with my credit card company because they continue not to deliver goods they sell on their website despite putting holds on my credit card for the amount charged.I will never again order from them and have told my family (who previously frequented this business) not to order anything online from them either.
Regards,
*************************Initial Complaint
04/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order on 3/25 that is time sensitive (I needed the products within 1.5-2 weeks which is well within the delivery SLA provided on their website). As of 4/11, these items still have not shipped. I called their customer service number on 4/4 and was told that they are experiencing extreme backlog because of high volumes and the amount of time its taken to get seasonal staff up to speed to support these volumes but was assured that my order would likely ship at the start of this current week. I asked if my order could be cancelled so that I can buy similar products elsewhere and was told it could not. Its not 4/11 and these items have still not shipped nor has any update been provided via the order status function on their website. I emailed again today and have yet to receive a response. If this company is so backed up that they cant ship an order within nearly 3 weeks, then they really shouldnt be accepting any new orders at all. They offered to refund cost of shipping but thats really not what Im After. I knew how much I was paying when I placed the order. I want the products I ordered or the ability to cancel the order since its now nearly three weeks old and I cant wait any longer to plant the crops that the products I ordered need.Customer response
04/22/2024
I have not heard from the business in response to my complaint.Initial Complaint
04/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Transaction date: March 25, 2024 Amount: $132.82 What: Potato grow bags, seed potatoes, weeding knife Problem: No update to order. I ordered from two other companies on the same day (HOSS, Vego Garden, Everwilde Farms) and received my tracking numbers and orders long ago. In addition to not receiving an update in nearly 10 days, I submitted a customer support request on April 3 (Incident: 240403-000296 according to their automated email response). The response was: "You can expect to receive a response from us within 24 hours." It has been almost 48 hours now w/o response.Now, the scary part! MULTIPLE phone numbers listed for the company: ************** and **************. Neither of them work! They are non-functional! So let me get this straight. Three other companies were highly communicative and sent out their orders, with tracking within a day or two of March 25. This company hasn't responded in almost 10 days, is late responding to email customer support, and both their advertised phone numbers don't work? I'm reading some of the other complaints made about this company since 2022 and seeing the same issues. What kind of company does business this way in 2024? I needed to be planting potatoes in grow bags by now.Customer response
04/16/2024
I have actually received some correspondence from the company, but I am not satisfied with the process. I sent the question about where my order was on April 3, and it took until April 9 to receive a response to my inquiry. (See attached; it actually was created on the 7 but it wasn't received until the 9, perhaps another symptom of their awful phone/email system?) They apologized for the delay and did not have a shipping date yet. _Part_ of the order finally shipped 15 April, with a shipping confirmation. Oddly, the potatoes shipped a long time ago, but with zero shipping confirmation, though their website said the order would ship with confirmation (i.e., they shipped it but w/o a confirmation email). The potatoes arrived the day after the complaint with the BBB. The bags shipped the 15. However, 8608661 : 8608661-GR GRDNRS WEEDING KNIFE has NOT shipped yet, and there is no clue as to when it will ship. The phone numbers still don't work. This business is awful, and we're approaching a month since the order was made. And there's still one unshipped component.Initial Complaint
04/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered some trellises for my garden 2 weeks ago and nothing has been sent and Gardener's Supply Company wont answer my calls or emails. My reason for this complaint is to warn other potential customers not to do business with this company.Initial Complaint
03/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order in early March and never received a confirmation, but had a pending charge on my credit card. I called three times and could never reach a live person. Left a message and never heard back. Emailed and it bounced back. Emailed and they never responded. I finally placed another order on March 11, and three pending charges showed up on my credit card! I called and finally got ahold of someone, canceled the first order. I have emailed them five times since for a status and every time have been told its being packaged and sent in the next day or two. Theyve given every manner of excuse from being short-staffed to having new software to just being delayed. There is still no status for my order when I check it online. As of this morning, March 30, **** says he has no shipping date and its too late to cancel it. I want my order sent now!Initial Complaint
02/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered from Gardeners supply company order number **************** and paid $ ***** total on 1/22/2024 havent received my order and they let me know when they get these plants they will ship but the shipping say 5 to 12 days and they are advertising and showing plants and products they have to receive to send if thats the question they send i sent 2 emails reaching out to them still havent received anything
Business response
02/13/2024
Good Afternoon,
We have left a message for the customer to attempt to resolve the situation.
Respectfully,
*****
Initial Complaint
06/30/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased two products from this company. When I assembled them the parts did not fit it properly and the hardware supplied was not correct. The nuts were too small and many of the bolts were too long. It is the very poor quality. When I called back, I was told that I'd have to drive over an hour to return it to their store. The other option was mailing 3 large boxes back and paying for it myself. I feel like I've been scammed. Now I have to either pay a lot of money in shipping or in gas just to return it. I feel like they are taking advantage of people and that is not ok.Business response
07/05/2023
Good Morning!
We have been in contact with this customer since the complaint has been filed and we believe we have resolved the issue.
However, if there is still a concern, please let us know and we will follow up immediately.
Respectfully,
*****
Customer response
07/05/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.Thank you to the company for making this right.
Regards,
***************************Initial Complaint
06/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Since June 2021, I have been in email and phone contact with Gardener's Supply Company regarding removing me from their mailing list. Despite their continual assurances that my name will be removed, I am continuing to receive mailings from this company. ***************** also contacted Gardener's Supply Company on my behalf, but there was no response.Business response
06/15/2022
We are reaching to directly to the customer to attempt to resolve the situation.
Respectfully,
*****
Customer response
06/15/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
05/05/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered items totaling $121.78. I never received a shipping notification. When I emailed the company trying to cancel my order, they responded saying they cannot cancel. They said I would receive a shipping confirmation. I haven't gotten one.Almost all their reviews on Yelp mentioned they never received their order, yet they were charged. I'm afraid GS is doing the same to me.https://www.yelp.com/biz/gardeners-supply-company-burlington?start=10Business response
05/10/2022
Good Afternoon,
We have been unsuccessful at reaching the customer via phone.
We have now reached out via email to attempt to find a resolution to the issue.
Respectfully,
*****
Customer response
05/10/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********Initial Complaint
04/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 17, I ordered a "heavy-duty deer fence." The item I received is made by Tenax and is seasonal and lightweight as noted on the label, which is contrary to what is stated on Gardener's website. The item description made it sound like this was a proprietary fence (and therefore a high-quality made item). I would not have purchased the item from Gardeners had the item description accurately stated "Tenax" as the brand name.I contacted Gardeners and they refuse to pay for return shipping for this item that they sold me under misleading pretenses.Business response
04/13/2022
Good Afternoon,
We have reached out the customer directly in regards to their concerns.
Respectfully,
*****
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