“I BOUGHT "SPECTACULAR FLOWERING FUCHSIA TREES"
DRIPPING WITH BLOOMS ALL SUMMER LONG. THERE WAS A SAD LACK OF FLOWERING BLOOMS WHEN I RECEIVED THEM
IN MAY AND THERE IS NO BLOOMS WHATSOEVER IN JUNE.
A POOR POOR SHOW ON SELLERS PART.”
“Plant plugs looked as if they hadn’t seen water for a long time. They are not doing well and in fact they look like cuttings taken from a host plant. I will stay with my local garden centre”
“Plants arrived in poor condition. Some died, as expected, within a few days. I took photos and emailed one month ago and twice since Still no response. Will not use again due to lack of response and help,which is a shame.”
“Complete waste of time on both sides. Very very late deliveries with no customer contact. Deliveries incorrect, repeat deliveries either again incorrect or plants arrive rotting. Customer care telephone is a premium number I found to my annoyance having incurred over £35 call charges. Company strategy its good but incompetence at the warehouse with orders is killing this company.”
“I ordered over £50 worth of items on April 5th but have only received a few small begonia plugs. In mid May I was told further items had been dispatched but, having chased them up, now find they haven’t been as they are out of stock! After several phone calls I was told a refund had been ‘sorted’ towards the end of May. It is now June 11th and still nothing, despite a phone call and 2 emails! I shall not be ordering from them again!”
“Disastrous customer service! A word of advice to administration/management: comply with your delivery times (they are already long enough), make sure your products are in good conditions but, more importantly, train your teams to communicate and value clients, they are deliberately ruining your business with rudeness and disrespect”
“Please do NOT use this Company. As many other reviewers have also said. I placed my order on the 3 May. Money was taken and I waited and waited and waited! Finally 25 days later one box arrived (part of my £88.00 order). This was a box of battered Busy Lizzies, 1 was missing, two dead, others not far from dead and a few tiny but alive. They were bone dry and flung out of their containers. No sign or word of the rest of the order. I have tried phoning with no reply and have emailed requesting cancellation and refund and no surprise completely ignored!
I wish I had checked the reviews first, no way would I use You Garden!!”
“I accept that it is a difficult time for companies at the moment, but YouGarden have taken our money wont answer messages, Phone or emails. Still waiting to see if we will receive our order or a refund. Not to happy especially as they are still advertising in current magazines.”
“Just a sham I wish I had read the reviews first I found them in a gardening magazine, my order came to £44.96; I never even know they had arrived just left on the car port there’s a bell in plain sight but who ever delivered the plants didn’t bother , when I saw the state of the plants I’m being honest here I cried, I have seen better weeds , I have emailed this company and got no reply but what do you expect from this horrible company , .
I can understand what we are going though at these stressful times , but they are so quick at taking your money and than deliver shocking service .
DONT USE THIS COMPANY”
“Phone line unobtainable
No reply to emails
Five weeks now from order and NOTHING.
I don’t know whether they’re still in business.
They certainly don’t deserve to be !”
“Ordered plants 3April cheque went threw 7th April it is now 25th May have emailed & message them no response & no plants now 50days I've been waiting”
“PLEASE AVOID , They take your money and don't deliver,ordered 25 April and 23 May still not arrived. They don't answer emails and the phone line is a premium one so god knows what that's going to cost me i was in a queue for about 15 minute and when i finally got through they were no help told me to ring back after bank holiday ( I won't be doing that). Going to try get a refund money back through PayPal”
“I have ordered from You Garden for several years and have always been happy with plants and customer service, until last year, when I received £150 worth of plants, badly packed and damaged. Customer service was still helpful, however and replaced the plants fairly quickly although the replacements were not much better.
I decided to give them another chance this year and placed a large order in March, followed by a smaller one in April. I didn't receive a confirmation email for the first order and after waiting for three weeks, (my money had not been taken out of my bank account) I emailed them. I received a generic email about Covid 19 but nothing about my query. I tried telephoning and when I got eventually got through, at the fourth attempt, I was told that I would receive an email later that day. It never arrived and several emails and phone calls later, I was none the wiser. I cancelled the order and the second order on the phone and in writing but a week or so later got the email, informing me that the first order was waiting to be dispatched. In the meantime, my debit card had expired and I hadn't been able to contact them to give them the new details. For the past three weeks I have received emails asking me to contact customer service as there is a payment problem. What is the point? They are not answering - an expensive lesson to learn.
As my second order was made later, they had the correct card details and £59 left my account immediately. Despite my instructions to cancel, the plants were delivered today. Most were dying or damaged beyond saving. No point in trying to contact YG again, they won't answer.
Please, please DO NOT BUY FROM THIS PLACE. Their treatment of customers is despicable. They should not be trading.”
“I first started using YouGarden last year when I had a totally new garden to plant. I originally bought a pack of 3 dwarf buddleias and later on bought a tree. I also bought plants this year before coved 19. I was initially quite impressed by their service as I ordered the plants and they came within a reasonable length of time whereas other companies I have used before take the money for plants and then see to grow to order leading to waits measured in months
I first became somewhat dissatisfied when I tried to invoke their lifetime guarantee as one of my buddleias died. I did not notice that their phone number was a premium rate number until the call used all the credit on my phone! My understanding of the law is that all companies must now publish a standard rate phone number and as far as I can tell YouGarden is clearly in breach of this.
There is also a catch in the lifetime guarantee. If you ask to have a plant replaced under the lifetime guarantee you have to pay the £6.99 postage charge, and YouGarden have not been willing to include the replacement plant in with another order. I do not remember hw much the buddleias were originally but they were not much more than £6.99.
I have bought more plants from them recently than I would have done if it were not for covid 19 and they have all come, all be it later than I would have expected but yesterday I received an Apple tree with leaf curl. I find this really unacceptable as this could potentially infect every other tree in my garden, and it actually came in a delivery of four trees. I have sent them an email about the tree which is covered under their 30 day unconditional guarantee, but of course I can’t burn it until I get a response from them.
Long waits for deliveries and customer service only by phone seem to be par for the course under covid 19. I am currently trying to find out what has happened to a cosmos that I ordered from Sutton’s in March. My concern is how the customer service is provided under normal circumstances, the lack of a standard rate phone number, which I think is a matter for trading standards, an whether the guarantees are genuine. I may post again when I find out!”
“Sent in an order from ad in Gardeners World magazine. Payment was taken on 24 April and I allowed 21 days before ringing to find out what had happened to my order. I actually managed to speak to someone who wasn't remotely interested and said "yeah, I expect it'll be sent this week". Still nothing so I'll try and get my money back and get the plants elsewhere. A letter will be going to Gardeners World as I don't think they would like to be associated with such a company.”
“Absolutely awful company. Only half of order received with a note on the delivery note to call them if there is a problem. The phone call cost me £29.75! I have tried to complain but their phone service just tells you to email, then they don't answer emails. Avoid!!”
“Like so many of us respecting the lockdown and staying at home I was taken by the YouGarden brochure in a Mail on Saturday. I ordered £140 worth of plants. The plants arrived but the hydrangeas which were part of the order were dormant. Fair enough I thought and proceeded to plant them. However only two of the seven hydrangeas has shown any growth and the remaining five are just twigs . The other plants cordyline, ferns and Passion flowers aren’t particularly impressive for the price. One potential success is a buddleia but let’s face it they tend to grow anywhere. I would have had much better quality plants from a garden centre had they been open when I ordered. I’ve emailed twice with just the corporate reply pinged back so no joy. Having read lots of YouGarden reviews I reckon I’m not going to get a positive outcome. I’m therefore going to contact BBC’s Watchdog. Would not recommend this company. Daily Mail should certainly look into this.”
“Terrible service. This company simply does not have the capacity to deliver on the orders, and money, it readily takes during this pandemic. Over three weeks with nothing but automated replies.
Avoid.”
“Ordered dahlia,arrived in poor condition, many black leaves,soaking,no signs of any growth. Planted with quality compost ,all perished.Sent an e mail,no reply,tried phoning 18th in queue!!”
“I wish I'd seen these reviews before I ordered on 7th April. Part of my order arrived 15th May and everything was OK. The first part of the order was sent the week before and still hasn't arrived 2 weeks later. The parcel tracking says Yodel can't deliver due to the condition of the parcel. I have phoned You Garden twice, been hanging on ages, now see it is a premium number! I have had no reply to the 2 e-mails I sent. I am a pensioner in self-isolation and I really looked forward to being able to do some planting in lockdown. This company advertises via special offers in the Daily Mail. The paper needs to know they are accepting adverts from a complete con-merchant.”
