Gardening Express
Reviews and Complaints

I placed an order at Gardening Express for 25 plants worth about £300 on 18 May 2018. After 2 weeks, the plants arrived in very poor condition, in crushed and ripped boxes and 8 plants were missing from the delivery. After many emails, and 10 weeks later, we have still not received the 8 missing plants (worth £70) and despite all my emails (there is no contact number - an email contact form is the only way to submit a complaint), we have not received any response from Gardening Express about this. I expect that we'll never see a refund from this company. Please do not use Gardening Express. They may seem to offer a better deal, but you are sure to lose out in the end.

Dear gardening express

I have contacted you about very of times regarding issues with a lilac tree which was delivered snapped. I was initially promised a replacement and when that did not materlise a refund. Four months later I have received neither a replacement or refund.

It is impossible to get any reasonable response from the non existent customer support.

In line with my oinr consumer rights I demand a refund.

Clive johnson-cooper
Eh36su

I ordered £60 worth of "established plants" from the website. I received a confirmation email like many online retailers and was kept updated with a dispatch email too. When my order arrived, I was surprised to see one small box when I had ordered 30+ established plants. The website explained the size of the pots of having a 30cm base, so as soon as it arrived I thought that my order must be incomplete. Upon opening the box, there was one carrier bag - in this carrier bag was 12 brown roots/bulbs. There was no labelling.
I have contacted gardening express by raising a ticket on the website, I've also contacted them via twitter and facebook. Apparently they don't offer telephone support anymore because of GDPR regulations...the company clearly haven't read up on the GDPR because that does not stop a company from operating a phone line.
I have since seen online numerous complaints from buyers who have been scammed.
How am I supposed to get my money back if I can't even contact the company!

I am so frustrated with the company gardening express they are in my opinion crooks they are continually telling lies 🤥about where my plant is!
Where it has been delivered too!
Who signed for it (no name given)
They have taken my money in may end of and after sending approx 25+ emails to them they send the usual standard crap one back ie busy period omg or don't send to many e mails as you will go down the list

What? 🙈 they are the worst in the world at what they do I have literally begged them to call me as their stupid phone rules suck yes I said it 😡
What a cop out are they as a company
And here's the sad part it was a father's day present for my husband who has cancer I have explained this to them in many e mails do they care? No! Have they acknowledged my e mail? No!
Do they actually have hearts the people who read the e mails? I don't think they do (in my opinion)
I don't know what to do to get them to talk to me or to refund me or "give me my plant"
I feel to drive down to the company from my home in scotland and meet them face to face as that's the only way I will get them to actually do something and I will do it as they are just not dealing with the problem and lying about it
Ok rant over for now if anyone has any idea 💡 how to get a phone number or how to get in contact with them (not the number on their page) as that's a farce waste of more money
Maz77

It was Special deal Large Dicksonia Antarctica Hardy tree fern. 60cms

The photo shown was indeed the above mentioned plant, the plant I received was not a Dicksonia it was just a fern. The fern I received has no trunk/log at all

They have no direct method of contacting them instead you have to fill out a form which they say they will reply to. I sent 6 before I got any reply in which it said" I can confirm from the photo that it is a perfectly healthy fern" so the case is settled.
I never said that it was unhealthy just that it wasn't what I thought I was buying.

They also said that the photo you see on site is a fully grown tree. Now as I have had 2 of these in the past I know that the size is measured by the length of the log not by the length of the fronds as is the case with this plant.

The first photo is of the plant I received the other is of the one on their website.

I want to return the plant but I cannot find a courier that will take plants .
I note the address for this company is in Southend but their address now is

Gardening Express, Mashbury Rd, Chelmsford, Essex, CM14UA
The C.E.O.and Owner Christopher Bonnett

The following are the emails I received yesterday

———————————————————————————————————————————
Hello,

Thank you for your communication.

I have reviewed the photograph of your Plant and am pleased to confirm that this is looking healthy and as we would expect them to be looking.

The main picture used on the website is of a full sized, mature plant to show you the effect you can recreate over time if your plant is given the optimum growing conditions and care.

Please be assured that your palms are healthy, of premium quality and excellent value for money.

Your plants will thrive and grow well in your garden given the correct care and attention.

I do hope this has provided you with some reassurance on your plants.

Should you remain dissatisfied and would like a full refund, you will need to please return the order to us within 14 days of receipt, please go to our website with further details. You will need to print and fill this in, then return it to us along with the unwanted plants.

Please be aware that we do not offer a collection service, nor do we cover the cost of returned items, unfortunately these are made at your own expense.

Please do not forget to include your Order number/ Voucher code, your address and postcode, your full name and telephone number. This will enable me to locate your order details.

Upon receipt and inspection of your returned plants we will issue you with a refund.

Kind regards
The Customer Service Team

Gardening Express (MB)

Mrs Sonya
Mrs Sonya Conlin

Your request (#132552) has been solved. To reopen this request, reply to this email or click the link below:
https://support.gardeningexpress.co.uk/hc/requests/132552

Gardening
Gardening Express (MB) (Gardening Express)

Jul 19, 16:12 BST

Jul 16, 09:18 BST

Hi I have emailed previous to now my Tree fern order no 600130657.I have had know reply. The Plant is not as described it has no trunk you say it is 60cms it isnt the fronds are 60cms. I have had one previously and I know they are sold by the trunk size is this case 0cms.. I am looking after it it is in my kitchen so it goes back to you in original condition. Please arrange collection

Sonya Conlin

This ticket includes a secure attachment. Use this link to access the attached files:
https://www.sendsafely.com/receive/?thread=DSAS-59S6&packageCode=zwfaT9lRevIP401h4M0uAEi6PVxgiG5w8wWkZ0PEAx8#keyCode=wG7J-2oriR9rbjqn4zeXJPD8haWKDyRRcY2uygVg-Nk

[PMZ2MO-5LOD]

Gardening Express (MB) (Gardening Express)
19 Jul 2018, 16:13 (23 hours ago)
to me

———————————————————————————————————————————

Your request (#131987) has been solved. To reopen this request, reply to this email or click the link below:
https://support.gardeningexpress.co.uk/hc/requests/131987

Gardening
Gardening Express (MB) (Gardening Express)

Jul 19, 16:13 BST

Mrs Sonya
Mrs Sonya Conlin

Jul 13, 12:23 BST

My Dicksonia arrived today and is a far cry from what I expected when your description
SPECIAL DEAL LARGE Dicksonia Antarctica HARDY Tree Fern
SPECIAL DEAL -Usually £59.99, today just £29.99-Save £30

There is NO trunk whatsoever. . I think you waited till the fronds opened so it looks like it ìs 60cms, having had a Dicksonia before I know that they are sold by TRUNK size NOT the height they are when the fronds are open
Therefore it does not match the description whatsoever
Therefore I am extremely unhappy and feel cheated to say the least
Your photo shows a Dicksonia with a trunk 60cms
Being 71 I will never live long enough to see the one you sent me get to that size. I lost one this year it had a trunk of nearly 90cms and that cost me £60 it hadn't grown in height by very much maybe . .5cms

Regards from
Sonya Conlin
[protected]

This ticket includes a secure attachment. Use this link to access the attached files:
https://www.sendsafely.com/receive/?thread=J3NE-SF99&packageCode=HaqLOkLhVF8R2QoHreDRc712mYnlo8uD02KGEabBAq8#keyCode=3lZ-N9A9Cw9MIDYCuEMdLAchunfUP1rG3-vs2YPagMg

———————————————————————————————————————————

Your request (#132543) has been solved. To reopen this request, reply to this email or click the link below:
https://support.gardeningexpress.co.uk/hc/requests/132543

Gardening
Gardening Express (MB) (Gardening Express)

Mrs Sonya
Mrs Sonya Conlin

Jul 16, 08:45 BST

DELIVERY - ORDER No:600130657
PROBLEM WITH ORDER RECEIVED - ORDER No: with order number here DEAL34567
RETURNS - ORDER No

my phone [protected]

Hi I have yet has a response to my previous email. This plant is not as described this the main reason for return and because of that I wish return it and do not expect to have to pay for return.also most of the fronds are frost damaged. I wish to return it . THE PHOTO IS WITH PREVIOUS EMAIL

S Conlin

[09LV92-MXW0]

Sonya Conlin
19 Jul 2018, 20:26 (19 hours ago)
to ineedhelp

Hi at last a reply. It is no good you telling me that my palm is healthy it is not what I thought I was buying. You sold it as a 60cms Dicksonia Antarctica but it is not because it should have a trunk or log that is 60cms because they are sold by the trunk/log size not by the fronds size . I will take this to the Financial Ombudsman if I have to. I know you do this all the time I have read your Facebook page a lot of people are unhappy with you. That is why you have no contact details .
If I just wanted a fern I would have bought one. I bought an Dicksonia Antarctica Soft Tree Fern. .It isnt in good condition as you say it is a very weak and feeble fern.

Order number: 600130657 the picture you show is the first picture
dick1).jpg
[protected]_115317.jpg
​This the one you sent me.It looks nothing like your photo so according to The Consumer Rights Act 2015 I am entitled to return it for a full repayment of all my cost i.e. £29.99 + the cost of returning it. I did send you the relevant part which like everything else you are ignoring.
It is not and has not been solved. Please read the letters properly

Regards
Sonya Conlin
​

By way of an update :: I have recently been conversing via email with the company (no names on emails) and they say they have refunded me for 2 of the plants. I have sent them an offer of a 50% refund as I consider that to be a fair and correct price for the plants I bought. Unfortunately, whilst they appeared to be happy to resolve my issue at the beginning if the week, they have not responded to my email so I must accept the fact that they do not want to accept my offer. I feel I have no other alternative now but to speak to the Ombudsman or issue them with a County Court summons. I have already complied with all the necessary legal requirements so can now go onto the next step. Not too sure which way I will go - maybe both. As I said before, I will give details of this website to the Ombudsman Office. Good luck everyone.

They have just replied to me saying that the pics were justified and acceptable as the plants will always arrive a little thirsty after 2 days travelling without water. I should follow the instructions and they will be fine BUT if I want to send them back AT MY COST I can do and they will issue a refund UPON INSPECTION.. laughable !

Gardening Express (MB) (Gardening Express)
Jul 16, 14:49 BST
Hello,

Thank you for very kindly sending over photographs of your recently ordered plants, having reviewed the photographs with our Nursery Manager I would like to assure you, your plants are as we would expect them to be.

Live plants are always going to be a little thirsty on delivery after being transported in a carton for a couple of days but please rest assured that they are tougher than they look and will perk up within a few days of being planted out and watered well.

Please be assured these will continue to grow and thrive so please ensure that you follow the care instructions provided.

Please do keep an eye on your plants and let us know of their progress.

I hope the above has put your mind at rest.

If you remain dissatisfied and if you would like a full refund, you will need to please return the order to us within 14 days of receipt, please find the returns form here: http://www.gardeningexpress.co.uk/gardening-express-customer-returns-form.pdf. You will need to print and fill this in, then return it to us along with the unwanted plants.

Please be aware that we do not offer a collection service, nor do we cover the cost of returned items, unfortunately these are made at your own expense.

Please do not forget to include your Order number/ Voucher code, your address and postcode, your full name and telephone number. This will enable me to locate your order details.

Upon receipt and inspection of your returned plants we will issue you with a refund.

Kind regards
The Customer Service Team

Gardening Express (MB)

This company likens themselves with Waitrose, Crocus, Thompson and Morgan; and Royal Horticultural Society - the best of the best in plants in the whole UK. They claim they also claim, on their website, that they are an award winning company. Soo... I place an order ... and review the order and see that they have no phone number or customer support - because they claim they are soo busy. This made me a little unsettetled - but as they are as big and successful as the Queen's plant sellers - they must be busy, right? Wrong!

I received my order today and I was totally horrified. I've seen better a uncles Joe's car boot sale. I have honestly, never received anything of such poor quality After two weeks wait I got - squashed, yellow and diseased plants, and a slug for good measure. I sent them photos via facebook and they replied! - SAYING these poor plants are infact healthy and of a high standard. Umm... this is not what Waitrose is selling? - l dread to think what their poor standards are like.

All the order I placed with Gardening Express late June of £105 were delivered in the baking heat- all dead, shrivelled up and of no planting use.
Company can't be contacted by telephone. Emails take days to receive a ticket number. The company then say they cannot open all the photo file evidence that they have requested. Really poor customer service.
I have replaced all items myself as we are now a month since the order was placed.

The so called item above was delivered on three weeks after I paid for it and it was dead it had four shrivel leaves on a 4" STALK IT was supposed to be a two year old well established clematis in a 2ltre pot label . I got a dead unlabele d plant in a 5" pot with no idea what it is and no answer i have message and sent photos and every time I get a automated message saying it will take 3 to 5 days to reply they then say the plant has a five year guarantee but the plant is Dead I want a refund or a replacement . This company is ripping people off read trustpiolot there are loads of us it should not be allowed people don't have money to waste these days.
Companies should not be allowed to exploit us

I ordered on 19 june, number [protected] £17.94, a blue hydrangea plant. I received the plant which did not fit the description on internet at all. It was leggy with hardly any leaves on it, those that were there had been sun burnt (brown on edges and into leaf) It had no buds, and still doesnot have any, the stems are about 3ft long with no leaves until 2ft, then the leaves are very sparse. I have emailed the company twice and asked for refund to no avail.

plants received June 2018 in very bad condition. tried to speak to company. couldn't. sent 7 emails with pics of plants asking for money back. No response. Sent 7 day letter but it was refused. Am deciding whether it is worth my time and money to issue a County Court Summons. I have sent the 7 day letter to 2 other addresses and also thru their website so they are deemed to have received it. I have kept all documentation.. emails.. pics etc. ..watch this space. Perhaps several of us should get together and do a combined action. I personally spent over 100.00..

Ordered Roses and dahlias on June 12th 2018 ref order [protected] as advertised on Facebook. When they arrived 15 days later, they were rotting in the packaging, you could smell it when opening. They were covered in mildew and webs. I repackaged immediately after taking photos and posted them back with a letter and request for refund. To date I have heard absolutely nothing from Gardening Express, despite sending another two requests on their forms. I find it frastrating not being able to phone or email the company. I think this is a deliberate ploy to avoid confrontation with dissatisfied customers. I just want a refund.

I am horrified that you are stating my case as solved, and that I have no form of contact except via submitting tickets. My messages are not being responded to and I am considering taking you to the omsbudsman, or some such complaints committee as clearly you are misleading people with your disgraceful service. I provided several pictures etc showing the demise of the apple tree and the terrible state it was delivered in and I have received no response whatsoever except a single email asking for pictures, Pictures I had already sent a week earlier. Looking at the trail of complaints below this submission i see that I am far from the only one and i will be stating very clearly on FB and Twitter to avoid Gardening Express as they are con artists who do not provide quality plants!

I received the Raspberry plant one week ago today. On opening the box I found the plant to be poor condition with dead or dying plant growth. I immediately watered the plant and placed it in the shade to help it recover. The delivery was made late on the Thursday afternoon so I decided to monitor the plant over the next few days with a view to contacting Gardening Express, if necessary, the following Monday. The plant continued to deteriorate so on Monday I took photographs of the plant contacting the company using their online contact form explaining the problem and requesting a refund. To date I have no contact from the company.

I am very disappointed in the condition of the plant and as the plant continues to deteriorate I fill that I have not only lost the plant but my money too.

Dear Garden Express

My plant arrived safely but it doesn't look anything like a tree fern and certainly not like the photograph on your web site. It does look like a regular fern. Either replace with the correct plant - a Large Dicksonia Tree Fern or reimburse, please can you send a point of contact - your website has no phone number or direct email address.

Regards

Kapil

Kapil Jariwala

I ordered a peony tree which took about 3 weeks to arrive. When it did, it was 6" tall, far too immature to survive and was half dead on arrival. Despite careful nurturing, it was dead a week later. No decent nurseryman would have sent this out.

I have tried to contact them, but seem to be going around in circles.

Best not to deal with them, I think.

I ordered a bushy cascading gold acer from Gardening express, when it finally arrived 3 weeks later, it was half dead with only a few green leaves and how I would describe as a tall twig!
This cost £50 and I fear it will die very soon!
I have tried to contact them but still no reply!
They are clearly out to rip people off and need investigating immediately to prevent people like me losing their hard earned money!
The fact there is no contact number speaks volumes! They obviously hope people will not bother complaing and will just go away!
These people need to be shut down.

I ordered £146 worth of plants from this company weeks ago and the status of delivery still says 'awaiting dispatch'. Ive raised alot of tickets with them but had no reply at all! Terrible company.
I want a refund as the plants havent arrived and i paid alot of money but i never get any replies from them. I tried calling on the number thats on their website but the number has been stopped so theres no way of talking to them. Ive read alot of bad reviews about this company since i ordered from them and this has happened to so many people. Its so frustrating and they shouldnt get away with it!

Made 2 orders from these over the last month or so. First order arrived after about 3 weeks. The quality was actually ok, but the plants were definitely a lot smaller than expected.

But the 2nd order is very poor. My ‘large' hydrangea plants are actually about 8-10cm tall, single stemwith no blooms at all?!? And I ordered a 10 pack of Dahlia Pulp Fiction plants, which have arrived in bulb form in a plastic bag. At no point does their site or description state they would not be in plant form.

Overall very disappointed and will not be using them again.