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| Company Comment, posted on August 26, 2002: |
Thanks for your thoughts and comments concerning A. M. Leonard. We at A. M. Leonard take pride in the products that we carry, and the service we render to our customers. |
We apologize if you have had a shipping problem in the past, and only hope that you will give us a chance to make it right. We are always open to your comments and suggestions.
Our new retail website is now at:
| Feedback History and Summary |
|Negative ||RD9966 |
March 4, 2012
|Customer # 15061213
On Feb. 10, 2012 I sent my order in for 3 frost guards
that where $7.95 each I made the mistake of putting
down the wrong order number. I received 3 packs of
anchor pins that cost $1.68 each. I e-mailed right away
to correct the order,but no response.I waited a few more
days and e-mailed again still no response.They just don't
answer e-mails so I called and they said they would
correct the problem and send the frost guards.The woman
said she would call back but we never heard from her.
I called again and told them I would pay for the pins if
they would send me the frost guards that I already paid
for.They called to tell me they would send the frost
guards.I never did recieve the guards.
Company representative comment on March 6, 2012:
On Mar 6, 2012 12:02 PM, A.M. Leonard's Gardeners Edge responded with:
Thank you for bring this issue to our attention and I certainly apologize for your inconvenience. You are absolutely correct as we have not shipped your frost guards out at this time. There seemed to be a system error with your order which held up its processing. I am shipping them today via UPS Next Day Air.
Thank you again for the opportunity to fix this very frustrating experience.
Customer Service/Sales Manager
|Negative ||ejfudd |
February 9, 2012
|Posted on January 10, 2012, updated February 9, 2012
Terrible customer service. No reply to emails. Their site claims they will send any in stock order the same day. I ordered two items and they sent one of them the same day. So far, they have not replied to two emails asking about the second item. I have no idea when the second item is coming or even if it is coming. If it has already been sent, great, TELL ME. If there was a mistake in the amount of stock on hand, TELL ME so that I can make other arrangements. Order status on their website just errors with "Data not available NotInitialized"
The whole idea here is communication.
Any "online" company that does not have any online communication is not worth the time...
On February 9th, 2012, ejfudd added the following:
Order Confirmation - SO12003016
Emails sent that have not received a reply:
To: firstname.lastname@example.org Tue, Jan 10, 2012 at 8:36 AM
To: email@example.com, firstname.lastname@example.org, email@example.com Tue, Jan 10, 2012 at 3:00 PM
To: firstname.lastname@example.org Wed, Feb 1, 2012 at 9:07 AM
And finally one more today:
To: email@example.com Thu, Feb 9, 2012 at 7:14 AM
Company representative comment on February 14, 2012:
On Feb 3, 2012 10:12 AM, A.M. Leonard's Gardeners Edge responded with:
I certainly apologize for your negative experience. I am extremely concerned and would like to address our lack of communication however I will need some additional information to do so. If this author could please provide an email address or order number or simply a name and address I will find out where and how we failed to follow up.
As always we appreciate your feedback and want to hear when these situations occur. This is how we continue to improve our level of customer service.
Cust Service/Sales Manager
A.M. Leonard Inc.
On Feb 14, 2012 9:53 AM, A.M. Leonard's Gardeners Edge added:
Thank you for the information provided. We have checked our spam files for the three orginal emails and we are unable to locate any of these messages. Our IS department is continuing to look in to this situation. It is very unclear to us as well at this point. Once again I apologize for the inconvenience you experienced in attempting to contact us. We pride ourselves in the customer service we provide and this is not acceptable. We did receive the email you sent on February 9, 2012 and your request has since been processed.
Cust Service/Sales Manager
A.M. Leonard Inc.
|Negative ||derekoppen |
Charlottesville, VA (Zone 7a)
October 7, 2011
|Two of their private label products broke. I spoke to Ashley in customer service months ago. She went through the parts list with me and said she would order new parts and get back to me. Never heard from her. A month later I phoned again and talked again to Ashley. She said she had no record of ever talking to me, went through the parts list again and promised to contact me. Never heard from her. Phoned again, talked to a supervisor Theresa. She said there was no record of my calls. She took the information again and said she would contact me. Needless to say, no call. I liked this company five years ago for supplies for my farm but it seems to have gone down the tubes.
Company representative comment on October 20, 2011:
On Oct 20, 2011 2:29 PM, A.M. Leonard's Gardeners Edge responded with:
(re; SO02390416 replacement parts/original item purchased June 27, 2008) We certainly have and wish to apologize again for the inconvenience to our customer in this situation. We clearly did not meet his or our own expectations in handling this very important matter. While we always strive to meet our customer 's highest expectations, in this instance we regret we fell short of this goal and appreciated the opportunity to set things right. We have since replaced the parts needed to repair the product as requested and followed up to make sure they were delivered in a timely manner. Since 1885, A.M. Leonard Inc., has been committed to customer satisfaction and once again I apologize for the way your customer service issue was handled initially. We hope for and welcome a future opportunity to display our excellent customer service skills we are known for. Thank you.
Angela F. Hare
Customer Service Manager
|Positive ||Eric_OH |
Columbus, OH (Zone 6a)
May 6, 2011
|Posted on March 24, 2011, updated May 6, 2011
Very fast shipping (on a cold frame extension). Ordered Monday evening, arrived Wednesday.
On May 6th, 2011, Eric_OH added the following:
Just to add that the cold frame extension was as advertised and in good condition..
|Positive ||kentstar |
Ravenna, OH (Zone 5b)
November 23, 2009
|I ordered Wilt Pruf from this company. This is my first time ordering here. Excellent communication and fast shipping, thankyou! Now, if only my weather cooperated as well I could apply the Wilt Pruf! lol Too rainy here and cold now, but alas, I did wait too long to decide to order some Wilt Pruf. I will save it till next year then.
|Positive ||wyldeflwr |
Laurel, MD (Zone 7a)
May 22, 2008
|I placed an order for a Weedeezy and soil knife from this company on Tuesday and it arrived at my home on Thursday. How's that for speedy? The customer service was excellent when I placed my order, taking time to explain how the tool worked and I could not be happier.
|Positive ||Mossad |
April 11, 2007
|A word of warning about Gardner's Edge: after spending some time considering whether or not to buy from this company (having been alerted to some of the company's, in my opinion, cloudy business practices by Dave's Garden watchdog site), I decided to take a chance anyway and place a large order via the Net.
Just prior to pressing Send, I decided to call Gardner's Edge to verify the prices that the site's invoicing page stated my credit card would be charged...sure enough, there were discrepancies and, according to the sales rep, the discrepancies would result in my credit card actually being charged more than represented on the invoice page.
I sent the company an email message via the link on Dave's Garden asking Gardner's Edge for an explanation and vowing I would post their response here. That was over a week ago. To date, there hasn't been a peep out of Gardner's Edge responding to my inquiry. I assume, they thought I would just go away. To me, this is too shady to ignore, hence, this missive.
Thank goodness for sites like Dave's Garden. Had it not been for the warnings here, I would have blindly ended up paying dear knows how much unexpectedly at Gardner's Edge. I am no longer interested in any explanation they may now offer, nor in ever again shopping their site.
On September 6th, 2007, Mossad changed the rating from negative to positive and added the following:
I have decided to change my rating from NEGATIVE to POSITIVE due to the efforts of the company's representative, who made a valiant effort to make up for the company's error by providing me free shipping on my order plus calling me after the sale to ensure my happiness with what I purchased. The rep seemed genuinely interested in ensuring I was happy with what I bought. A+ for effort.
Company representative comment on April 13, 2007:
On Apr 13, 2007 3:22 PM, A.M. Leonard's Gardeners Edge added:
In review of our Customer Service Inbox it appears that we
did not receive the email sent via Dave's Garden on 4-2-07.
Please know that we would did not ignore your email as we did not receive the transmission.
The order as stated in your email for 4 of the 4896D, Raised
Beds would exceed the Standard Shipping rates, due to the
combined weight of the order. I do apologize as it is not clearly listed online for your review. Your email is greatly appreciated and we will update our site so that an oversized
order will be clearly noted.
Please know that every order is important to us and we would never bill a credit card for an amount that was not pre- approved by the card holder. It was not our intention to mislead you in any way. The orders are entered in our office
and at that time if there is a descrepancy with the order
the customer is notified before finalizng the transaction.
I would like to extend a free shipping offer for the order.
Again, I do apologize for the inconvenience and frustration that this issue has created.
Please feel free to contact me direct with additional questions or concerns.
Customer Service Supervisor
A. M. Leonard
|Positive ||pyrogeknik |
December 19, 2006
| I ordered "AM Leonard" spiral tree guards, which turned out to be of very low quality -- far below the quality of tree guards I had previously purchased from them. They were made with ultra-thin plastic that split and chipped easily; a message included with them said that they would break down in sunlight in four years, which indicates a severe lack of UV protection. A representative acknowledged that they were having problems with the tree guards and they were no longer being shipped. They asked what would make me happy. After some thought, I said that I should get a 50% refund because the tree guards were 50% of the quality of ones I had previously bought and would only last 50% as long. They agreed and said they requested that Accounting issue the refund. So far so good. I applaud their apparent responsiveness and willingness to help.
It has now been well over a month since my account was to have been credited. I've heard nothing, even after trying to contact their customer service department again. Perhaps I'll be lucky and they'll keep their promise. If they do, I'll follow up and revise this negative report. Regardless of how this turns out, however, I will likely not buy any private-labeled products from them in the future, as I think they are wont to cut too many corners. Name brands should not, however, pose this problem.
On December 22nd, 2006, pyrogeknik changed the rating from negative to positive and added the following:
I have changed my rating to positive for two reasons. First, after making my first report, I was contacted by a representative and the accounting department issued a credit. While the credit delay seemed a bit long, I appreciate the initial fast response and willingness to satisfy my concerns, as well as the candor of the representative. I think AM Leonard is truly concerned about customer satisfaction with their products.
Secondly, earlier this year I placed an order with AM Leonard that was filled promptly and correctly with no problems whatsoever.
|Negative ||plantaholic2 |
N Middlesex County, MA (Zone 5a)
April 7, 2006
|1. They don't send an email confirmation of your order details. Fortunately, I had saved a copy of my shopping cart.
2. THere were later two discrepancies found from what they charged to what I saw a was buying. They said they would correct it when I brought it to their attention. (however, after reading below, I ought to double check my credit card to be sure).
3. 2 weeks after I got an email about UPS shipping, I still didn't have the order. 2 mails to them bounced back. Later 2 got thru but were never answered. The UPS tracking link they sent was an invalid tracking number. When I finally called, they said they had tried a new shipper and it wasn't UPS. They could not get an ETA from their tracking, so they offerred to reship via UPS in 3-4 days. *I* had to request a rush and Next Day Air, which they agreed to.
4. When the original package showed up, I emailed them for instructions. You'd think they would say "keep it for your trouble". (wasn't much... $45). Nope. they're sending a return label. That was the only time they responded to mail. And they didn't actually even REPLY to it. Got a phone call. My email for instructions offerred to donate it to a garden club if I didn't get a reply (cause I had no confidence that they read mail from my earlier attempts)
5. Also their online catalog only showed a Large available in a particular glove color, so I ordered a Medium in one color and a Large in the other color. I received 2 mediums.
bottom line, they're willing to correct problems, but should not have had so many in the first place. I would not order from them again unless it was something that I wanted a lot and no one else had.
|Positive ||Brugie |
Chariton, IA (Zone 5b)
March 29, 2005
|I've bought a lot of black plastic pots and fertilizers from this company and they are the best. They find the cheapest shipping rate, for large orders, that is available. The staff is great to help and make suggestions when needed. AAA company in my book.
|Positive ||bkelly66 |
Aberdeen, MS (Zone 8a)
March 15, 2005
|I placed my order to this company on March 11, 2005. I was told it would be shipped that day, with free shipping. On Monday , March 14, the order arrived at my door. Every item was as ordered. They are a good source of generally hard to find items.
|Negative ||gordonfarquhar |
Orchard Park, NY
January 18, 2005
|I bought from AM Leonard for many years through 2000 and then had an involuntary break from gardening until last autumn when I ordered two items from them. One was shipped; the second was cancelled as it was no longer available from the manufacturer (one wonders why it was in the catalog, in that case). I sent payment by check for both items with my order.
The invoice sent with the one shipped item indicated a credit for my over-remittance. Weeks passed and nothing further -- no more catalogs and no refund. I finally called and was told that I could not get the refund in cash unless I specifically requested it and their accounting department would then issue a check. I asked the person on the telephone to get me a check and she indicated she would send the request to accounting.
Over two weeks have passed and I haven't gotten a check. It isn't much money, but it makes me disinclined to order again.
They also seem to have severly downgraded their product line so that it is mostyly cute stuff that one would see at a suburban garden center rather than the professional-quality goods that I used to be able to get from them.
It is unlikely I will use them again.
On January 26th, 2005, gordonfarquhar changed the rating from negative to positive and added the following:
Someone from A.M. Leonard called within a couple of hours of my earlier comment being posted. The refund check arrived a day or so after my original posting; supposedly their accounting department only cuts checks every two weeks. They have also sent a copy of their master catalog which includes the type of professional quality goods that I used to buy from them -- I guess that they run two types of catalogs. They claim that i was the victim of some unusual mishandling and I am inclined to believe them given their response to my negative posting.
Guess I will indeed order from them again.
On April 5th, 2005, gordonfarquhar changed the rating from positive to negative and added the following:
My original NEGATIVE rating of A.M. Leonard was changed to positive because, after my original posting, I got a nice letter from Lisa Kiefer, Leonard's Customer Service Coordinator, apologizing for my problems with thm and enclosing a $25 gift certificate. "What a nice touch," I thought, as I changed the rating.
I didn't realize until yesterday that Leonard CHARGED me for the gift certificate as I received yesterday a dunning statement from them. They even added a late charge because my supposed balance, from the charge for the "complimentary" gift certificate was more than 30 days old.
I'll pay it, because I used the gift certificate. Get me once, shame on me; get me twice, shame on them. My advice in NEVER, NEVER, NEVER buy anything from this company. They are incapable of correcting errors.
Company representative comment on January 18, 2005:
I am sorry that you had trouble with your order. I have sent you a personal email, and Customer Service has already followed up and told me that your check was mailed yesterday, so you should be getting it in the next few days. They just tried to call you, but there was no answer, so they left a message on your machine.
Again, sorry for the difficulty you had with your order.
|Neutral ||AS |
December 1, 2004
|A.M. Leonard sends out a number of smaller catalogs during the year, in addition to their larger, more complete catalog. One of these small catalogs had a special offer of 10% off their regular prices until sometime in November or December. It did not state anywhere that the 10% only applied to items in that particular catalog. In fact, the offer was addressed specifically to me, and looked like a new customer-type offer.
I placed an order that included a few items from this catalog, as well as some from the bigger catalog I'd received a few months before. They charged me properly for all of the items except one - they charged me $7.73 (with the 10% discount) for a hose saver - which is currently listed on their web site and also in their earlier catalogs for $3.80. When I complained, the customer service representative refused to adjust the price. She told me that the price you're charged is the price from the catalog you order from - though this particular catalog did NOT contain that item. She also told me that the prices listed on their web site are the "professional prices" and do not apply to me. Their pricing system seems unethical to me. I will not order from them ever again.
On December 1st, 2004, AS changed the rating from negative to neutral and added the following:
I'm going to give them the benefit of the doubt and change my rating to neutral, though I still doubt I will place another order. Some of their customer service representatives do seem to be trying quite hard to make things right. After posting my comments, and mailing a copy of my experince to the email address above (firstname.lastname@example.org), I was contacted by a different customer service representative within a few hours. I received the generous offer of a $15 credit toward a future order and the following explanation of their pricing. I'm posting it here, because it may be helpful to other gardeners.
"We have 2 catalogs, one for the Home Gardener and one for the Professional(Business Owner). The Internet site for the professional does offer different promotions from time to time. I realize that this is confusing, and we do not usually combine pricing offers, however I would be happy to
extend the internet price for the Hose Saver."
So, it looks like I may have mistakenly been sent the professional catalogs with the professional prices ....
Some things to be cautious about:
Neither the hose saver (on their web site and in their 6-month old "big" catalog at $3.80; charged me $7.73) nor a root knife (on their web site and in the same catalog at $10.99; charged me $11.81 with the 10% discount) are marked as sale or promotion. I'm not sure how anyone is supposed to know this is a special price and not available by mail. I'm also no longer sure whether we home gardeners can order from the professional site - which I found by following the link on Garden Watchdog.
I also requested the catalog from that site, and noted in the comments that I was requesting a catalog *only* if they sell to the general public and not just to businesses. I would certainly try to make sure they sent the right (home gardener) catalog, if you request a catalog from here.
Take-home message: They may have charged me the right prices according to their system, and they're obviously trying to make things right, but their system is incredibly confusing. Order with caution, and preferably not by mail - and make sure you're getting the right catalogs.
On March 18th, 2005, AS added the following:
I noticed that the name of the company has been changed on Garden Watchdog and the link to the Web page now points to A.M. Leonard Gardener's Edge rather than simply A.M. Leonard. I've also started receiving a catalog titled Gardener's Edge rather than the A.M. Leonard catalog. Some of the prices in this catalog are, indeed, a little higher than in the catalog I received and ordered from before. So it seems to have been an honest mix-up and, if I saw something I wanted in the Gardener's Edge catalog, I probably wouldn't hesitate to order it.
|Positive ||Terry |
Murfreesboro, TN (Zone 7a)
October 17, 2003
|My neighbor recommended AM Leonard for corn gluten fertilizer. I checked out their site, and got sidetracked by their sale items, where I found some items I had been searching for.
After making my selections, I encountered a technical problem with their online shopping cart, so I called and left a phone message. The next business day, I received a call back, and my order was promptly processed and shipped. The items were exactly what I ordered, and arrived perfectly packaged. I'll definitely use them for future purchases.
|Positive ||MAplantlady |
May 28, 2003
|I have ordered from them at least 3 times in the past 2 years, and have been very pleased with their products, prices and quick shipping. I think their website could use a little work.
|Positive ||cynthiaanne |
February 16, 2003
|Order arrived super quick! Very helpful on the phone, although the web site gave me a little trouble. I was humored by the comments on here about the packing department. My seed tray inserts arrived with 2 ends of the box just taped over instead of any cardboard. (Although they were just fine. If this saves money - great.) My items are just what I wanted and the prices were excellent. I'll definitely do business again!
|Positive ||conner |
November 3, 2002
|Great selection of well made and unusual gardening tools, equipemnt etc. I've been buying from Leonard's for years and am very pleased with them.
|Neutral ||TerryCotter |
May 1, 2002
|Shipping was fast and price was great, but I was still a little disappointed overall. No packing material was used so the items just rattled around in the box. They were okay but could have been damaged during shipping. The box was not well sealed and could have come open. My address was correct when I submitted the order and it was correct in the e-mail confirmation I was sent, but it was butchered on the shipping label and I'm amazed it got here at all. The thing that irks me the most though is they did not respond to a very simple e-mail request. If a company is going to do business on the Internet then they need to have someone actually behind the e-mail addresses they put on their site. There is no excuse for ignoring e-mail, especially from someone who is inquiring about an order they recently made. I was happy with the items I ordered and the price was great, but I'll pay more next time to a company that offers better service and has a half way decent shipping department.
|Neutral ||timf7 |
April 21, 2002
|Overall, this is a great place to order tools, supplies, etc. The staff is friendly, shipments are prompt, products are good quality. One area that is not up to the task is the packaging department. Every carton I receive seems to be really beaten up and contents seem to just be thrown into the box. I recently ordered 50 plastic planters that were packed loose in a carton. 26 of the 50 were broken. They were happy to give me credit for the broken ones. Come on AML, let's get the packaging up to par with your other services!
|Positive ||Buddleia |
April 5, 2002
|Fascinating catalogue. Have ordered several garden tools from them. Very reasonably priced, and good quality.
|Positive ||PegFayFeder |
March 2, 2002
|I bought my Felco pruners from them years ago at a much better price than from anywhere else.
|Positive ||motts1 |
south central, WI (Zone 5a)
January 5, 2002
|Large selection of excellent tools and timely delivery.
|Positive ||paulgrow |
Allen Park, MI (Zone 6a)
November 28, 2001
|No plants or seeds but everything else you might need for the garden, orchard or greenhouse.
Carts and wheelbarrows,grower and greenhouse supplies. Sprayers,irrigation, garden tools. Pruners loppers and all other pruning supplies. Grafting supplies, seed starting supplies; I could go on forever.
You have to get their catalog. All of their equiptment is top quality, built to last. If Leonards doesn't have it...its probably doesn't exist.
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