“Absolute shambles. Ordered two Lemon trees that came battered and the pots totally shattered. Emailed CS and after a while receive an email from Sandra telling me the post supplied are just for transport. Where did it say that in the advertisement? Avoid if this is the answer you get. they take no responsibility for damaged products.”
“I have been waiting for 21 days for a reply to my email. My Mums birthday has been and gone and no word to where her gift is. The only response I have had, stated they will reply after 7-10 days as they are oh so busy with orders and if you chase your email you get put to the back of the queue!”
“An awful company. Placed an order 1 month ago for £246.93 and I am still waiting for a plant, any plant, even a green leaf. I really wish I had read the reviews before I had parted with any money. Trading Standards should close them down (not sure if that's within there powers) Customer service has been awful. Please don't give these sharks your hard earned money. I have used Gardening Express at the same time and their plants arrived in lovely condition and within days of my order been placed.”
“Order Magnolia Stellata Standard Feb2020
Smaller than advertised soposed to flower first year no flowers also no flowers this year
Only option is for them to send a new plant and I pay the postage very unsatisfactory as would have to wait another year to see if flowered in April
So I am left with a plant that only has leaves the 30day money back guarantee will not work for most plants as how can you tell within this time frame
Not impressed”
“Bad customer service very abrupt don't know when items arriving ..ordered over a month ago !! Seems the reviews on their site were submitted at 4am in the morning and every minute after ....really ?? Do not use they are faking their own reviews !!”
“wish never bothered.
logged in as guest yet email given.
No confirmation email when ordered. none when in progress. none for advice on delivery.
not told of weeks of wait.. if you can't delivery on time shouldn't be taking orders and informing customers.
customer service rude and refuse to accept any blame.
after 3 weeks wait, puny scarce items arrived. as is in pics. enough said.. no instructions. feeling ripped off for £28 when I know what You can get for this at a nursery ... yougarden even refuse to part refund. money grabbing. never again. plus they 'invite people to post good reviews. diabolical”
“My item arrived with mould on roots i sent email they sent a standard letter back ive sent another email with picture of the mould so its waiting game now i did want to order more glad i did not postage is expensive its like half the cost of the plant”
“Tried to order something as a present for a family member. Couldnt because the billing address had to be the same as the delivery address...I thought I had got round this by using Amazon Pay but no they sent a letter to the family member saying there was something wrong with the card. The letter gave a number to ring. So I rang the number 8 times to listen to a recorded message and by cut of (5pm per minute) I googled the company and found a free number and tried again. 40 minutes on the phone so far listening to banal music and the occasional message telling me that wait times are longer than usual. The most disappointing thing for me is that this company was recommended by English Heritage. They wont get my custom again. The local garden centre is far far better”
“Received 2 plants of Stella (cherry). One had almost NO roots, all broken off as if the plant had been ripped out of the ground. I sent YouGarden photographs and they told me that the roots are as they would expect them to be. I was astounded. I will never order from them again.”
“customer service
Received a tree that was badly packaged and was squashed with broken branches. Emailed customer services with pictures and an explanation. 2 weeks has now passed and 3 emails sent and they still haven't responded to me. I understand that things happen with parcels but they should respond to customers at least. Customer services at this company is shocking.”
“The dispatch email was sent way behind 13 hours later...!!!
Luckily, I was at home when my order arrived BUT my order arrived in Damaged and Broken conditions!!!
I phoned to the Centre and a guy said, wait 5-7 working days someone could phone me...!!!
I would strongly recommend NOT to buy anything from YouGarden, as it is NOT what they do, as they say...!!! I have waited for more than two months...!!!”
“They say "we commit to sending your order within 7 working days" but if you read the small print it says allow up to 14 days for delivery. Mine arrived 16 days after date of order. I purchased the more expensive (potted) tree in a pot, double the cheapest they had on the website. I thought, at least when it arrives it will be a nice product - how wrong was I. The product on the website showed green leaves and said "as supplied" to one of the photos, so I expected this. The website advised this was the trees flowering season. What I received was a stick with very few branches, no sign of a green leaf, not soon, if even ever. I can't imagine what the cheaper products would be like. They say products are covered by their guarantee, this is in addition to our statutory rights so I'll report back if they are true to this. Given delivery time is misleading and the photo is straight-up false advertising, I won't hold my breath though.”
“No response from customer svce .still waiting 3 weeks past for order. Dreadful service cannot even get refund and too late now to order these items elsewhere. Company gone downhill and STILL keep sending me catalogues”
“purchased a "Paeony Sarah Bernhardt Bare Root" on 21st February, (along with £190 of other products). it looked a bit rotted but planted it anyway in the hope that it would grow, six weeks on and no sign of life (other pants sprouting) phoned YouGarden and was confirmed that this plant has a warranty so no problem replacing it however I am expected to pay the £6+ in postage!!! After a long conversation it would appear that if I complained within 30 days I would not pay postage but, as I was giving YouGarden the benefit of time (maybe this plant takes longer to sprout) this period had expired!
Any decent Customer service would appreciate this and react accordingly - Not YouGarden its a case of "Computer says No!" I was informed that no conversation with management/superior authority would change this - Great shame as I am looking for a decent online Garden supplier, YouGarden is obviously not one of them!!! Add insult to injury the call cost me £7.61 - Outrageous!”
“Placed order for £183 worth of plants, got email saying order has been dispatched on 3rd of March, it is now 17th March still no plants spoke to your garden on phone twice so far first time after 45 minutes on hold was told systems were down please phone back later, so phoned couple days later and customer service person said ring back in couple days as not dealt with complaints before, what a joke of a company this is been on hold as writing this for 1hr 20mins so far to try get refund, never ever use this company, worst customer service I ever come across.”
“Just received my 12 hollyhocks chanter doubles lovely fresh condition all 12 plants.and a very good size will definitely order from u again keep up the good work.packed very very well and received so quick.mr parker Littlehampton.”
“Disappointed with the begonias I ordered.The smallest size ever seen.Difficult to know which way up as rounded both sides.Have had to buy decent sized begonias from local nursery.”
