Low services customer dont waste you money
Really desopointed with them i have order a few times and this time the plant arrive more like a cuting then a plant as no roots was on the then cutting and the stem started to have rooted i contacted them they ask me to send it back i did so now it been almost a month of me trying to be refunded and still have not be they now gosth my emails low service customers high prices without memtioning that i have to pay the return from my own poket do not recomend so many better plant shop exist with better service customer dont do like me and dont waste/ loose you money
Sebastian
LACK OF CUSTOMER SERVICE
I really liked Kaylee Ellen's youtube channel. It's very informative and the plants are beautiful. I have a complaint, though, and from what I see, it's not just a problem for me. I ordered a plant on 4/29/24. The shipping rate for the USA is $1000.00! That's a lot of money for shipping only. I paid it because the plant I wanted is hard to find, especially from a reputable vendor. I had no problem with how long it took to send it because I understand certain things must happen before said plant can be shipped overseas. On 5/14/24, I got the notice that the planet had shipped along with a tracking number. So, I checked the tracking number several times a day, in anticipation of the plants arrival. The plant reached the UPS customs station in philadelphia, and then all tracking stopped. For 4 days, I called UPS every day trying to find out what happened to the plant. I also emailed the Rare plant shop a few times with no response, except the generic response email they send to everyone for everything. I finally got a hold of a supervisor at UPS international Who then explained to me that my plant had been destroyed at customs on 5/17/24.I asked why my plant had been destroyed, supervisor explained the reasons the plant would be destroyed could be either the paperwork was missing or incorrect, It was diseased, or they found bugs on it. That's all she would say because I was not the sender. She told me an email had been sent to the rare plant shop with an explanation as to the destruction of the plant. I don't feel that it was diseased or there were bugs. I think it had to do with the paperwork. I sent another email to the rare plant shop, explaining that I found out the plant had been destroyed. I finally got an email back from a human who said that it was frustrating and they would look into it. That was the last and only contact I had from them. I was trying not to bother them too much, so I waited almost a week before I sent another email. I wanted to know if I would be refunded or if they would be sending a replacement, for which I had no reply (shocker, right?). So, at that point, I decided to let my credit card company go ahead with a dispute to try to get my money back. If you were going to charge $1000.00 for shipping alone, I would expect that everything would be in order so that the plant could make itto its destination. The non communication from this company is ridiculous. You may be making enough money right now that you don't think you need to have any customer service what so ever, but that's not how you treat a customer. Especially when they are willing to pay so much for your product. I can't tell if it's overwhelm and you need to hire an extra person to handle the customer service side of things or if you just don't care. But, It felt like you just don't care. You lost a customer who was willing to pay an exorbitant amount of money for shipping to get a product from you because you couldn't be bothered to communicate. Just glad I didn't order more then one plant and my credit card company was able to refund me. Super disappointed. You have a lot of plants I would have been interested in buying.
scottdeannapeterson
Good experience no complaints
I love watching Kaylee and seeing the plant journeys so I ordered a scaumicaule blood and SP tropicals from the rare plant shop and have been a returning uk customer for years. Honestly I wouldn’t expect much customer service or even a response within a reasonable time frame from this shop however that being said on this occasion there were no issues. Plants arrived very quickly, I had received shipping information and tracking. I found the price of these 2 plants very reasonable and entirely enjoyable to watch/ obsess over them via YouTube! Ultimately I’m very grateful for having these plants. The individuals were received a little floppy. I think just a little moss on the roots would have gone a long way other than that I’m happy.
Mat Labetsos
First purchase with TRPS
Made my first purchase with TRPS. Overall a good experience. The monstera arrived fairly quickly and was well packed to protect the plant. A good root system too. In terms of packing, I don't think the branded cover inside the box is needed but it wasn't an issue. Just more material to recycle. I would buy from this store again.
Alex Westrop
Think twice before ordering from Kaylee…
Think twice before ordering from Kaylee Ellen’s The rare plant shop. I ordered her plant fertiliser on the 15th march and apart from an email of confirmation I haven’t heard from the shop again, though they took my payment straight away and it cleared from my bank in the 18th . So far I’ve send an online form plus 3 emails. I just get an acknowledgment saying I won’t receive another email regarding delivery until they process a sticker . So they haven’t even processed my order let alone dispatched it , but they’ve taken payment for their product plus delivery. I even asked for a follow up on her YouTube channel but she doesn’t reply on there either . If I don’t hear back I will have to contact my bank . Really disappointed as I so wanted to try the new fertiliser but instead I’m starting to fill like I’ve been scammed .
keely groom
First time buying from this site
First time buying from this site, I was well impressed, communications were great, plants (even though rescue plants) were fantastic, I can't say a bad word, I've already been back
Michelle Wasont
After seeing the launch of The Power…
After seeing the launch of The Power Grow Nurture System plant feed on Kaylee Ellen's YouTube channel, I decided to give it a try. Firstly, it is an affordable price for a 500ml pouch. I know this store has set dates for sending out their deliveries, thus I expected a bit of a wait. It was sent out from the store almost immediately, but having been sent via Evri, I received it 2 weeks later. It arrived well packaged.I have so far used this feed twice and in all honesty it is incredible stuff. The plants (which are in a controlled tropical plant room) were showing the usual winter blues symptoms. After the first month they are looking exceptionally vibrant, glossy and healthy with so much new growth. Plus, all the leaf colouring has been enhanced; the dark leaf plants look darker, no leaf discolouration or chlorosis anywhere, and my Philodendron Splendid, which was a shade darker than a dark lime colour, is now so dark that it brings out the velvet sheen of this plant more. All applications were soil/hydroponic so I can't comment on foliar application yet.I honestly cannot recommend this feed highly enough, but I'm so surprised by the efficacy of it that I won't be using any other brand going forward. Congrats to everyone involved in the making of this product.
Carey Spragg
Purchased a Philodendron Spiritus…
Purchased a Philodendron Spiritus Sancti, Sept 2023, it arrived with root rot. No communication from Business email, but owner all over social media calling me out. Would never purchase from again. Something does not feel right. Have since bought many expensive plants from other very reputable sellers both online shops and ebay and the difference is light years compared to this business, Ben the director so rude as well, but then you only have to read the news articles in the daily mail giving fingers to speed camera. Google reviews appear to have been taken down. Would never ever purchase from again.
L G
Overpriced Cheap Plants
decided to buy a recue box from TRPS, I ended up with some low value, hardly rare plants with nothing wrong with them with a value almost half that of what i paid. Look more like wholesale overstock items sold off as 'rescue boxes' to artificially inflate their value. I've seen better value and plants in a B&Q £10 houseplant box.
Mr Phelps
Nurture 1 feed AMAZING
I received the feed promptly and started using it on my rare plants immediately. The real test came on Friday 27th October when my imported plants arrived . 10 Anthurium and 1 philodendron. I used it as a foliar feed on Friday, watered them with it on Sunday morning and this morning I have 6 plants pushing out new leaves. They have all settled well in my grow tent with no drama . 2 Queens were in the order. My large form monstera is pushing out a new leaf and the previous leaf hasn't fully hardened off. It definitely works for my Aroids and will continue to use it. Price is good too. Thank you all of you at the rare plant shop. YouTube content is great , transparency is epic. Long may it continue .
Kath
Nurture system No1 4wk wait
Ordered fertiliser, been more than a month and no replacement as of yet. Communication is inconsistent and confusing. Frustrating from beginning to end unfortunately.
Michael Salvo
Fab plants.
Never needed customer service so I can't comment there. Plant review-Every plant I've bought has come bare root and I have never had any issues. My Monstera Thai Constellation is thriving after I bought in winter and hasn't lost a leaf. The plant was sent in the standard packaging plus a heat pack. The shop has never failed and neither have their, now my plants. If you don't mind waiting for delivery a must use shop! The ads will give a rough shipping guide and I then like to forget about them and see it as a suprise on arrival! For a newbie the rescue boxes are amazingly priced and the plants amazingly generous in size! Janky support sticks for the win.
H mac
No communication
I placed an order earlier last month for a plant, it took almost 3 weeks to arrive. I tried contacting the shop through different methods, multiple times for updates and never heard anything. The plant finally arrived in okay condition which is why I gave 2 stars instead of only 1.
Michaela Winter
Great customer service
Bought a queen anthurium and sadly her newest and best leaf had broken at the stem in transit. I emailed unsure if it was just one of those risks of shipping but was told by Simon to return it with a view to receiving a new plant. Within a week a had my replacement queen who faired better on her journey. Thanks for the great service
Jade Ashley K
Buy with caution what you see isn’t…
Buy with caution what you see isn’t what you get in terms of quality. Mine was an expensive mistake. First and last time I’m purchasing from them. Shame on you.
Customer
rubbish company with ZERO customer…
rubbish company with ZERO customer service
Luca
Sent with no phyto and ghosted
Similar to many of the reviewers: I ordered a plant and it was dispatched out on a Thursday, not a Monday or Tuesday as was stated on website, arrived in US customs on a Friday and was found to have no phyto/plant passport. UPS contacted them on Monday. I emailed them on Tuesday’s and on Wednesday. No response. Plant spent another weekend in the warehouse. Filed a complaint with credit card company on Sunday and they contacted them as well and still no response. I emailed them on Monday stating I filed the chargeback and would place a stop on it if they resent me a new plant. Still no response. It’s now Friday and plant will spend a third weekend in warehouse.
Simon Mates
I made several orders
I made several orders. When they shipped the first order it was missing a golden dragon philodendron. This plant was listed on the invoice. It was not in the box. It was the most expensive plant. I do think they made a mistake and wrote down three plants but only two were sent. I had another box coming from there and it never came. I found out in a round about way about that the second box of plants was denied at customs. I think that the mislabeling stopped the plants from entering the US and the phyto certificate were mislabeled. I am bit disappointed that I bought two plants in two different days and the shipping was an astronomical £thousand pounds just to ship one plant. This happened twice. I got a blue oil fern 150£ with a shipping cost of a thousand pounds and the golden dragon variegated philodendron was 850£ with another shipping charge of 1,000£. I contacted them several times. I have yet to hear from them. I would love to at least get the shipping cost back because that's a minimum of 2,000£ and is ridiculous. The last time I ordered a couple plants shipping went back down to 65£. I spent a very large amount of money and only have 2 plants to show for it. (I bought 5 plants) I'm very disappointed in this experience and I feel very ripped off. Do not use even if the plants tempt you.
Sheryl Sivertsen-Kuhn
First time using the rare plant shop…
First time using the rare plant shop and safe to say it will be my last. Bought two plants for £175 each, one arrived perfect and the other had a completely shredded leaf. I emailed them and spoke to the most patronising man named Simon who basically told me to do one. Call me old fashioned but if Iv spend £175 on a plant with two leaves, I’d like it to arrive with both leaves intact. Won’t be using again
Andrew Coxon
Extremely disappointing
Extremely disappointing from start to finish. First plant was lost in the mail, received no contact whatsoever from shipping company and extremely slow contact from customer service. Agreed to send a suitable replacement (I.E I view it and sign off on it before it being sent) and that they would hold my plant until spring, as it is currently extremely cold where I live. Approximately one week after that agreed upon resolution, they sent me a replacement I had never seen before through the middle of a snow storm without ever mentioning to me that’s what would be happening. I just came home to an unexpected very expensive plant sitting on my porch in a pile of snow. Zero contact from customer service since then when I tried to get clarification about when and why this happened. Will never recommend, will never patronize again.
Dani
