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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
07/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on 6/23/24. After a few weeks of not having received a shipping confirmation, I tried to call the company but the wait time was 45 minutes so I hung up. I emailed them and received an automatic reply with the message "We are working diligently to get orders packed and gardening questions answered. We appreciate your patience!" Having not heard anything further, I emailed a different email address of theirs on 7/8, per their phone message, and got NO reply. After seeing all of the BBB complaints, I called on Monday 7/15 to check on my order and after 35 minutes on hold was told it was in progress. I requested for the order to be cancelled and was told that it was too late to do so, that it was being packed, which was appalling to hear, poor customer service. I was told I would receive a tracking number email on Thurs 7/18 or Fri. 7/19. It is now Saturday 7/20 with no tracking information email received! I sent them an email today to cancel my order, which should be allowed since it has clearly not left their warehouse. If it does get sent in the coming days, I plan to return the box and should not be charged for shipping. I should be permitted to cancel the order immediately. (Order #**********)
Business response
07/24/2024
Good morning,
This order was canceled per customer request via email.
Please let us know if there is anything else we can help you with.
Sincerely,
*******
Initial Complaint
07/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On June 17, 2024 I ordered an Ariana ********************** arch from Gardeners Supply in **********, **. *** paid was$475.69. Message on web site said it would be shipped in 3 to 5 business days. As of today, July 19, 2024, product still has not shipped. On web site, order lookup gives the information that order is in process. I have sent two e-mail inquiries without a response. Hold time for phone customer service is 40 - 60 minutes. The business has canceled the credit card charge, then recharged it, two or three times. I woudl just like to receive the product I ordered and paid for.Business response
07/23/2024
Good afternoon,
We have reached out to our warehouse to get this order prioritized and shipped as quickly as possible. Please expect to receive an email confirmation with tracking shortly.
Sincerely,
*******
Initial Complaint
07/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On June 25 I ordered some irrigation items for my garden, well in advance of an upcoming vacation so that my garden will be watered while Im gone. The delivery time said 5-8 days at the time of ordering. This is false advertising. It has now been 12 business days and I have not received any updates on my order. I have contacted the company twice with only an automated response. I do not have time to sit on hold. The yelp reviews make me fear I will never receive my items. It is unacceptable that this is happening to so many people. For such expensive items, I expect better service. I would like to receive my items ASAP.Business response
07/22/2024
Good afternoon,
This order was delivered on 7/19. The remaining product is on a backorder until 8/24 and will be charged at that time.
Please let us know if there is anything else we can help you with.
Sincerely,
*******
Customer response
07/23/2024
[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 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
07/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 6/20 I placed a substantial order from Gardeners Supply. Order #: **********. I placed this order based on the shipping period listed in my order. 3-8 business days. After two weeks with no shipping notification, I attempted to contact GS with no response other than a blanket email that said those who ordered in the first two weeks of **** would be getting their products first. I did not order in the first two weeks of **** so that email didnt apply to me. I have since tried to get other replies with no luck. Today the hold time is so long that it takes the caller up until closing time for GS (eastern time). I spent a lot of money on my raised garden that requires constant watering. My order is an entire watering system. This has been a massive inconvenience and loss of plants that burned from overhead watering.Business response
07/22/2024
Good afternoon,
We have provided tracking information via email regarding this order. It is expected to arrive today, 7/22.
Please let us know if there is anything else we can help with.
Sincerely,
*******
Customer response
07/22/2024
[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 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
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Placed an order for two wood stands on June 6. I have yet to receive the objects despite the website saying they are in stock. I have placed three separate calls to this business in an effort to clear up the issue. At times I have been promised that the items would be delivered 3 days after my call. When that didnt happen, I was told that there was an account hold on the item, and I informed the company that my credit card company had not sent me any kind of notification that the purchase was not approved or awaiting some kind of confirmation from myself. I was then told on July 8, after 50 minutes of being on hold, that the operator who was helping me was taking down my contact info, would be personally looking into this, was as frustrated as I was, and would be sending me an email on his progress on July 9. I have received no such update. It is prohibitively difficult to get in touch with this company as they do not respond to emails and the average wait time Ive experienced when calling is ~40 minutes (their hours are *******pm, making it quite difficult to call if you are a working individual). I have no real recourse for fixing this problem given the lack of clarity regarding why the order hasnt been delivered and the near impossibility of contacting this company.Customer response
07/21/2024
I have not heard from the business in response to my complaint.
I called them yet again, and again had somebody promise me they would sort through the issue. They did, and the fact that I got my order essentially resolves the issue. However, I will never order anything from this company ever again. Without a doubt, one of the worst consumer experiences Ive ever had.
Business response
07/23/2024
Good morning,
We apologize for the delay. The remainder of this order was delivered on 7/19 to the customer.
Please let us know if there is anything else we can help with.
Sincerely,
*******
Customer response
07/23/2024
[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 have reviewed the response submitted by the business. It is true that the items were delivered; yet it is also true that they were only delivered because of yet another phone call from myself. I am satisfied that I have the items, but I am not satisfied in a customer experience like the one I had. M I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
07/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered one item on May 27, ******************************* process. I did email the Company and received a response back on 6/14/2024 that because of a software issue in the warehouse as well as recent weather issues the items have been delayed in shipping. It has been another 2 plus weeks and there has been no updates. I did try to call twice however the hold times are excessive (over 50 minutes). I just want the products that I purchased and I believe I have been very patient with them. I hate that I have to now reach out to the BBB for your help with there issues. Thank You.Business response
07/09/2024
Good morning,
We apologize for the delayed response and shipping. This order has been packed up to ship today, 7/9/2024. Please expect another email with tracking information shortly.
Sincerely,
*******
Customer response
07/11/2024
[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 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
07/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on June 22 (order **********). I tried numerous ways to contact them to find out when I would receive my order. - Clicked on link in order email to check status. But, no information was provided when I clicked. - Tried to contact them through the website. All attempts came back claiming that I was a Scam Bot. - Looked up the customer service email address, but it came back as nondeliverable. - Called. After sitting on hold for a completely unacceptable 45 minutes, a person finally answered. He said that items would not be shipped for at least another week. I asked him to please file a complaint given the long wait and the difficulties just finding out the status of my order. He hung up on **** expect $100 in compensation for all of the time I have spent just trying to see when my order would arrive. Their customer service is horrible.Business response
07/09/2024
Good morning,
We apologize for the delay in shipping; this order is expected to begin shipping shortly and an email confirmation with tracking will go out once it ships. We do record all of our calls for quality purposes, and I was able to review the interaction with our agent and the phone call being terminated by the customer. If the customer would like to cancel the order, we can take care of that for them.
Sincerely,
*******
Customer response
07/09/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a copper hose container through Amazon from this store. The container arrived with no hardware to be able to attach the handle. After receiving no response to my request to have the hardware shipped, I tried contacting the seller by phone. The phone number is never answered, so this BBB request for assistance is needed. There are many online reviews (which I did not read before purchasing) that this company has changed ownership and has laid off a large percentage of its staff, making it difficult to receive any order, refund or update. It is my hope that they will respond to this BBB request. Thank you.Business response
07/09/2024
Hello,
We apologize for the defective product. The replacement hardware has shipped with tracking number: 1Z0405320390752341 and can be tracked through UPS.
Please let us know if there is anything else we can help with.
Sincerely,
*******
Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I made a purchase online with this company almost a month ago. I have sent numerous emails inquiring about my order. The only thing I get back are automated responses that do not concern my order specifically. I have tried calling on the phone and *** had to wait a very long time, and I usually give up.Business response
07/09/2024
Good morning,
This order was canceled on 6/28 per customer request. Please let us know if there is anything else we can help with.
Sincerely,
*******
Customer response
07/09/2024
[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 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
06/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on 6/7/25 (order #**********, $349.08). Ive requested updates on my order on 6/13, 6/17, and now on 6/26 as it hasnt shipped. On 6/17 I was informed my order would ship in 4-9 business days. I now have no confidence that this will happen. It is impossible to reach customer service on the phone - wait times are an hour an no one answers in any case. I either need the order shipped immediately or cancelled, but cant contact anyone to do so.Business response
07/15/2024
Good morning,
This order was canceled per customer request via email.
Please let us know if there is anything else we can do.
Sincerely,
*******
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