I had the worst customer service…
I had the worst customer service experience of my entire online shopping life. I placed an order for two arbors totaling $657.06 on 2/17/2026 and received a shipping confirmation email on 2/19. Today is 2/24/2026, and the tracking page still says that the label was created, but the carrier has not received the item. This is very concerning.I had emailed customer service but did not receive a response, so I decided to call. The representative did not even ask for my order number or tracking number, which was very surprising. Instead, they kept saying that if I was lucky, I would receive the package today or tomorrow, or that I should wait until 3/5. There is nothing they can do for me. When I asked whether there were any updates, such as damage or a missing package, and whether they would update my order status or send me an email, I was told no — that I would need to call back myself. I did not feel that the representative was trying to help me at all. It felt like I was speaking to someone who was even less helpful than an AI.I used to live in Burlington, VT. Their warehouse next to the Winooski River and in Williston were one of my favorite places, and all the employees were kind and friendly. Their customer service used to be amazing. I heard that Gardener’s Supply was unfortunately sold, and today’s experience made me feel that the new ownership is not operating at the same level as the original.
Ho Jung Yoon Dabertrand
Bought a 4 tiered LED lighted shelf…
Bought a 4 tiered LED lighted shelf system. Received it on time but one ballast (the thing that holds the light bulb) was not working. Contacted Gardener's and they took the information down. They said we needed to take a picture and send it in. What this accomplished I don't know. They said they would get back to us in the following week. Note: We don't want a whole new system, just a single ballast and we will install it to make the light work. Never hear back. Call number 2....this took us a long time because they do not answer their phones and don't return their messages. They told us we mailed the photo to the wrong place (they gave us the email for that!) so we again sent the picture to a new email this time. They said they would get back to us. Nothing. Third phone call....the woman said that the company has been bought by a new company and that the process is very long and requires 4 different signature approvals. Someone will approve it and get back to us....all vague, no accountability..... Meanwhile, I cannot start my seeds on one entire shelf (1/3) of the $1,200.00 unit I bought. If you want to be sure to start your gardening season on a good foot, don't start with Gardener's Supply!
Leslie Maniscalco
Run away
Run away. Apparently they were good a long time ago and a shame for the good folks that may remain post bankruptcy. Be ready to file a cc claim if you're bold enough to order. Poor quality product shipped that didn't match the website. Can't be bothered to answer emails or phone calls, failed to process a return after a month, etc. Will update this if there's any resolution.
Josh James
If I could go lower than one star
If I could go lower than one star, I would. Their customer service is abysmal. I received an indoor plant stand as a Christmas present. Unfortunately, there was a hole in the box and the small packet of hardware slipped out. I wrote, then called, then wrote again requesting that they mail me another packet of hardware so that I could assemble the stand. Any other retailer would have been happy to oblige. But not these folks. I even sent a video of the stand, too wobbly to stay upright. Nothing in reply. This company is terrible — stay away!
Sylvia Gunn
Poor customer service. Do not believe what you are told by them.
I placed an online order and called the next morning, less than 12 hours after placing the order, to cancel it. I was told that part of the order had already shipped, which I agreed to pay, but was told the rest of the order would be cancelled. It was delivered anyway. I spoke with customer service who argued that their warehouse makes the decision to cancel an order or not. They told me if I shipped it back to them I would get a refund. The cost of doing that would have equaled the cost of the product which didn't make sense. Customer service was not helpful in resolving this issue.
Meg Whitley
Gardeners Supply is the Best!
Gardeners Supply is the Best!Have been using them in two houses, in Trumbull, CT, for almost 30 years! They are the best! My sister-in-law used to use them at her house, in New Cannan, CT, and she told me about them. And, I still have a high quality plant/4 wheel cart, which she gave me from when we bought our first house, almost 30 years ago!!!
Lisa Mittleman Randall
Fast Accurate Delivery.
Our order was delivered quickly and in good shape. Very pleased with the product we purchased (copper hammered hose pot).,
Carrie S
Curved Garden Stakes, I used to love this company
UPDATE - I was finally able to talk to someone at Gardners Supply, a very nice lady, she agreed with me and said they had other complaints about this product, and they refunded my money. Good company!!I used to love this company, and normally would give them 5 stars. Not this time! I ordered a set of "curved garden stakes" (through Amazon) last year, and they are great, sturdy and easy to use. You can see on their website, look at the real picture (not the drawing) - they look sturdy and "beefy". So this year, on Amazon, I clicked on "buy again" and expected to get the same thing. Wrong! They are so wobbly and bendy, and only about half the diameter of the ones I got last time. My problem, apparently, was I ordered them in April, too early for my area - because I couldn't start gardening here until end of May, so I didn't use them until after the return guarantee was past. So I now I'm going around and around with Amazon and Gardener's Supply, to try to get a refund. Amazon says go through the company, but the company says go through Amazon. Very disappointed. I spent $42 and can't use them.
Carol Minnick
Purchased Canna bulbs
Purchased Canna bulbs. They arrived in a reasonable time frame, but the quality is very poor. Bulbs were small, dried out and rotted in areas. I have planted them but have little hope that they will grow into anything. Will try to follow up in a few weeks for update.
Ken Amelin
Great employee owned company
Shopped recently and was pleased with the experience and products.
Mary G.
Horrible company
Horrible company. Terrible in every way. Almost non-existant customer service and when you do get through they are rude and talk over you. STAY AWAY. Scammy.
Patrick Barnes
Happy Gardener
Looks like they have fixed whatever their shipping issues were, I got more order 2 days after I placed it. Product is the same good quality that I have gotten from this company for years.
DR
A Great Company Again!
I am a long time customer of this company. They always were a reliable company with good products. They had problems earlier this year with new inventory software issues. These issues seem to be resolved. I placed an order on 10/28, received an email about shipping not long after and received my shipment on 10/31. For anyone who had problems with orders earlier this year (including myself) I would recommend that they try this company again. They are a great, reliable company again!
George Morton
Reputable Company with Great Customer Service
They had an inventory issue a few months ago that irritated many customers who left bad reviews, but they have made up for it since with great pricing, discount codes and an apology. I had a delayed order due to this inventory issue, and when I called, an actual employee answered, apologized, and gave me a more than fair discount on the delayed item. I was pleasantly surprised with the customer service from a knowledgeable person. This is a reputable company that I am happy to support. I just placed an order this week, and it shipped within 24 hours. Arriving in a few days. Will be happy to support this company.
Ali St John
Tried to order twice; they cancelled my order both times
I've tried to place an order from GSC twice now, and both times they have said the order "did not transfer from their website," cancelled the order, and recommended I reorder. Mind you, I only heard any of that WEEKS after I placed the order when I emailed customer service THREE TIMES to get someone to actually check rather than just sending me a form response. Order their stuff via a third party if you actually want to get it.
Danielle B
Absolutely horrible company!
Absolutely horrible! I placed an order for the large garden cart in early June. As others have said, order showed "in process" for several weeks. Customer service phone wait time was over 30 mins every time I called. No reply to emails via their website. Finally got thru quicker by using the "commercial customer" prompt, where I was told the item was on backorder and it would be a couple months. I was okay to wait knowing that, but again tried to reach out to customer service after that time passed. I finally reached someone who was going to get in touch with the warehouse, and she was going to get back to me. I did not hear from her again and replied to an email chain with that rep. Got a different reply from a different rep who said they were not going to have the cart in stock anymore and they were canceling my order. It is ridiculous that no one there seems to know what's going on, that it takes so long to reach someone in customer service, and email replies take weeks if you even get one. While the reps I spoke with were all very friendly, everyone I spoke with had a different answer. I will never order from this company again and will advise others to avoid as well. It's a shame, because we splurged to buy this for my husband's birthday & now we're being told it's not available.
Kelley Bookhardt
I was in the same boat as all of you
I was in the same boat as all of you. I ordered something in May and received the same message, “in process.” Totally feed up, after waiting 2 months, I was reading some of the reviews here and someone said they contacted the BBB, and the ball started rolling. That’s exactly what I did, and within days I received a message that my item shipped. Coincidence? Maybe but it worked. Good luck to all of you waiting. Like most people here I will never use the company again.
Pethro
I have ordered my lifetime irrigation…
I have ordered my lifetime irrigation sprinklers from this company every summer for as long as I can remember. Great product, not cheap but ALWAYS pleased …. Until THIS summer. OMG!! What has happened to this company?! I placed an order in May. Never heard a thing, sent an email, NO response. Called at least six times over a 45 day period, held a minimum of 30 minutes and a maximum of 70. Was told the company was having all kinds of problems, computers, warehouse backups, etc. Finally received the shipment but was double billed. Called again, held forever, was transferred to billing and then cut off. Gave it sometime to tamp down my frustration and called back today. Held 50 minutes, was transferred to Lisa in billing. I have been in customer service my entire working career (50 years) and have NEVER had an experience like today. Lisa would not listen, she cut me off every time I tried to say something, she accused me of placing two orders instead of one, she yelled at me and when I finally asked her if she thought I was lying, she hung up on me. I cannot imagine how much money this company has made off of me over the years but that ends today. I called my bank and filed a billing dispute. I sent an email to all of my master gardener friends telling them to never buy from this company again and I also placed it on all my social media pages. Lisa in billing, your lack of customer service skills have cost your company a lot of revenue and have hopefully cost you YOUR JOB!
W Beaty
Wow -- this was so disappointing
Wow -- this was so disappointing! I love their catalog and ordered a bamboo Mason bee box. 10 days later my order still showed "in process." I tried calling them and was told (after an annoying and annoyingly lengthy voice message) that my wait time would be over 45 minutes. I emailed them and DID NOT HEAR BACK! I emailed them again 2 days later to cancel my order and DID NOT HEAR BACK! So far it has been over 12 days and my order is STILL "in process" and I can't reach anyone and haven't heard from anyone! This is completely unacceptable and soooooooo frustrating!!!!!!!
Laura Wall
Management doesn't care!
I have been a loyal customer almost since they started their online presence. I've tried for 3 years (ever since they changed their internet servicer) to set up a new account. Same thing happens every time... I get an email saying they can't confirm my email. Really? You just sent me an email you morons.
Deb, Michigan
