Complaints

This profile includes complaints for Gardener's Supply Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gardener's Supply Company

  128 Intervale Rd Burlington, VT 05401-2804

• 

  Gardener's Supply Company

  472 Marshall Ave Saint George, VT 05495-7559

• 

  Gardener's Supply Company

  2545 Shelburne Rd Shelburne, VT 05482-6786

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Item purchased not as described. It does not provide the product I need. I wanted a taller tomato cage that folds open but in one piece. If you read the description of the short one and the tall one they sound the same and the picture looks the same. However the ones I received are in two pieces that fit into each other. I have this kind and they are hard to manage because they easily come apart and become unwieldy. The company said the description says no tool assembly required but so does the one that is not in two pieces. There is also a tomato tower that is carefully called stackable. This one is NOT. They pointed out after the fact the how to pdf shows the two pieces. And again both the one and two piece cages have a how to video. Since I have been using similar cages for years I would not have felt the need to download the pdf for this item. The company should have shown the two pieces on the item description page and had it as part of the description. I feel due to misleading item description I should not have to pay for return shipping.

  Business Response

  Date: 04/26/2025

  We will not be sending the customer a label to return the items she ordered.  The website to very clear about the product including information about the item coming in two pieces.  This customer also used inappropriate and abusive language while talking to one of our agents.   The  customer is welcome to pay to return the items she ordered from us and we will issue a refund once they are returned.  

  thank you 

  Trs C

  Customer Service Supervisor.  

  Customer Answer

  Date: 04/26/2025

  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
  I sent the order site screen with the description of the item as well as the pictures. The details DO NOT say it is in two pieces and the picture clearly does NOT show the bulges where the connection would take place  I had this kind, it falls apart and the edges poke my arms when trying to wrestle with it  The shorter version that is one piece has the exact same description except for the height. The fact that it is in two pieces is buried in a PDF that has to be downloaded and is not identified as specs  Another tomato cage that is sold on their website which comes in two pieces is clearly labeled stackable in its product name.  This is clearly a misrepresentation of the item as I had bought tall tomato cages prior that were one piece and the information on this one hides this critical failing  The manager I swore at with 2 words (not a barrage) at the end of a long interaction was very dismissive and not the least apologetic for this misrepresentation. And this does not negate the fact that their website is hiding this important detail of this item which makes it unusable for me. I wish I had not sworn but I was so upset by his mistreatment of me.  He said we dont agree when I pointed out the facts of what and what was not on their website. You cant say we dont agree when everything I stated was factual and clearly on their website. If you review the screenshots I uploaded the facts speak for themselves.  It is not enough to say they will take the items back.  Of course they will they are unused and that is part of their return policy.  But the shipping would amount to more than half the cost of the item.  Since I did not receive what their website showed I should not be out this cost..

  Regards,

  **** *****

   

   

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary:I purchased three sets of the Gardener's Supply Company Large Plant Tray (2 Pack) from this seller on ******. Upon arrival, all items were severely damaged (photos attached). Despite the seller being at fault for the damage, they have refused to work with me on a fair resolution or honor their 30-day refund/replacement policy.Timeline of Events:January 27, 2025: The seller approved my return but provided an invalid letter label instead of a prepaid parcel label, making the return impossible. **** and *** confirmed it was unusable.February 6, 2025: The seller stated I shouldnt need to return the damaged items and told me to mark them as damaged. I followed their instructions, but the system still required a return with the same unusable label.February 7, 2025: The seller ignored my concerns, repeated the same response, and denied my refund request.Mid-February 2025: I escalated the issue to Amazon Support, and they promised a refund within a week, but it never happened.Late February 2025: ****** told me someone would follow up within 24 hours, but no one did.Why This Needs Immediate Action:The seller is at fault for sending damaged items yet refuses to work with me.They failed to provide a valid return label, forcing me to pay out of pocket.They are violating their own refund policy (screenshot attached).****** promised a refund but never processed it.The seller continues to ignore my concerns and refuses to resolve the issue.Desired Resolution:I request a full refund, as the seller acknowledged the damage and originally stated a return wasnt required. I also ask that the BBB investigate the sellers deceptive practices, as they mislead customers, refuse refunds, and fail to honor policies.

  Business Response

  Date: 03/11/2025

  spoke with the customer and explained why she hadn't been refunded. ( Customer submitted her request through Amazon incorrectly).  We have refunded the customer for the order and she is all set.

   

• Initial Complaint

  Date:08/25/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a raised garden bed and paid $528.40 on May 6th. Delivery was very delayed and when arrived was the wrong one. We called and after waiting on hold for over an hour was able to arrange for a pickup of the product and refund. The product was picked up by ***** but the refund was never received.

  Business Response

  Date: 08/28/2024

  Good morning, 

  This customer was refunded on 8/26/24. We apologize in the delay. 

  Sincerely, 

  *******

  Customer Answer

  Date: 08/31/2024

  [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

  Date:07/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Deer No-No (Item # ******) in April 7, 2024. The order number is #**********. It is now July 29, 2024. I have not received my order . When I track my order on their website, it says, "In progress." I sent an email asking for a full refund. In addition, I have called numerous times. I have yet to talk to a customer service representative as their wait time is usually 40 minutes or more. I just ***** money back.

  Business Response

  Date: 08/19/2024

  Good morning, 

  We apologize for the inconvenience. We attempted to contact the customer in May 2024 regarding a payment issue with the order. The order was canceled as we did not receive a response from the customer. This customer has not been charged. 

  Sincerely, 

  *******

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Gardener's Supply on July 1, 2024. Their website states that economy shipping delivers in 3-8 business days. It is July 26th, and I have only received 2 of the 3 items I ordered. I emailed customer service on July 21st and got no response. I emailed them again on July 24th and got no response. I called customer service on July 26th and hung up after waiting 23 minutes for someone to answer my call.

  Customer Answer

  Date: 08/06/2024

  On July 28th, they emailed me (see attachment) saying they would soon be shipping the product I ordered. As of today, August 6th, I have not received any notifications indicating that the product has shipped.

  Business Response

  Date: 08/19/2024

  Good afternoon, 

  We apologize for the delay. The remaining item of the order is expected to ship this week and arrive in 4 to 9 business days. 

  Sincerely, 

  *******

  Customer Answer

  Date: 08/23/2024

  [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

  Date:07/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/13/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/12/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  ***************************