Posted on June 6, 2017, updated June 9, 2017
I ordered some tiny rose bushes in three inch pots a week and a half ago. After several queries it became apparent that I was not going to receive my plants until at least the middle of June, too late to plant.
If they did not have the plants in stock that they advertised, they should not have taken my money. I wanted roses, not some Wall Street sale of rose futures. If they did have the plants, they should have promptly shipped them.
I ordered bare root roses from their sister company Gurney\'s and the roses were shipped out the day after I ordered them.
Terrible communication and service. I\'ve asked Paypal to help me resolve this.On June 9th, 2017, Lucille44 changed the rating from negative to positive and added the following:
I am changing my rating solely because of the efforts in my behalf given by Spring Hill Customer Service. It had appeared that my shipment was going to take a long time, and I feared the possibility that they might simply decide to ship in the spring, so I reached out to a customer service representative.
She not only looked into it, but made sure the shipment arrived in a timely manner. My roses just arrived- Apricot Princess and they are beautiful.
The ad said they would come in a three inch pot, and it may be three inches across but it appears more like a quart size. The roses are fresh and green and one even has a bud.
Thank you Spring Hill for going the extra mile to make sure my beautiful roses arrived!!!
Not only did they ship the 1 agastache I ordered in early March, they shipped it and 8 others at the beginning of April. To Detroit at the beginning of April? 6 other people's orders too? And when I called them they said the other customers will no doubt call to say they didn't get their plants. This even though I gave the fellow the other order numbers. Is it just me or would most people expect the company would contact those customers? So the rep said he would send me a new plant and, at my request, have it shipped at the end of April. Oh, when I placed my original order in early March, it included a solar powered birdbath and a bee house.
To make a long story longer, the new plant came in the middle of April, and at the end of April I was notified the birdbath and the bee house were out of stock. Really? They didn't either know it when I originally ordered or at least during the several emails and telephone calls we exchanged.
I have in years past ordered from Spring Hill, but I will never do so again. BTW, I gave away the extra plants after babying them through the harsh weather we had here.
I ordered a Carmine Jewel dwarf cherry as well as a Romeo dwarf cherry in January of this year. My plants were shipped to me in early May (I'm in a Northern zone 4b location). The bushes were huge and well branched, between two and three feet tall with excellent root systems. They were shipped bare root in an extremely sturdy box with shredded paper to keep them moist in transit. I'd order these bushes again, and recommend them to anyone.
Posted on May 5, 2015, updated May 3, 2017
I ordered 6 Astilbe\'s, when they arrived I thought they were dried out, but planted them anyway and am very please to see how well they are doingOn May 3rd, 2017, mal28 added the following:
Because my favorite Hosta store (made in the shade) was sold out of a Hosta I wanted, I ordered them from Spring Hill, they arrived on time but the transport material was dried out
I soaked them in water and planted them and they have done great, leafed out quickly and are doing very well
Received my first plant order in a few years today, dazzler candy lilies (iris family) and 3 bare root daylilies. Am totally delighted with my order. The daylilies are much bigger root divisions than I expected. They do not appear to have any rot. I will soak them in water tonight then heel them into a garden container. The candy lilies are green plants. they were well packed in plastic with a long cardboard tube protecting both the root and the green stems. I will be planting them also tonight in a container. I'll plan to bring the planter for them in at night, as our evenings right now are in the 30s (F), and daytime upper 40s and 50s. ....I had ordered years ago from Spring Hill and had positive experiences. But it looks to me like they have improved from what I remember.
skinney Augusta, GA (Zone 7a) (1 review) May 10, 2016
In early March, I ordered succulents and four Marley's Pink Japanese Snowbells (hard to get trees at 25% of what my local nursery wanted for them). I read the company reviews after the fact and was sure that I would have problems.
Four healthy, five foot trees and three well-wrapped and healthy succulents arrived in three weeks. A month and a half later, my trees are growing quickly and are covered in blossoms. The succulents have doubled in size.
I will definitely order from them again.
Invidosa Ypsilanti, MI (Zone 6a) (2 reviews) April 10, 2016
After much consideration I've decided that my review must be positive, even though It's on the neutral edge. I ordered several plants this year, and I was pleased that they look to be in fine condition. Especially my two Fragrant Cloud Honeysuckle vines, hence the positive review.
However, I am really frustrated that Spring Hill decided to ship soooooo early! I received my plants in early March (which is within the scheduled shipping time listed on their website for my zone 6). Now, aside from the fact we are having an unusual spate of crappy winter weather right now, our last frost date is in the late April, early May time period. My bare rooted plants are content to hang in the fridge for the duration. But I had to pot up my poor Honeysuckle vines to keep them toasty for the several weeks they have had to spend inside.
Of course, the more important thing is the quality of the plants, which as I said, appears to be top notch, but I really wish they had a better grasp on the shipping schedule.
I ordered a mixture of spring bulbs and plants. I received numerous emails advising me of the status of my order. Unfortunately each email included a different delivery date. This was not a problem at first, since i know that conditions change. But when I received an email with a new delivery date for a period that I would be out of town, I panicked.
I immediately called their customer service line and spoke with a representative who assured me that the dates were incorrect. BTW, they outsource their CS line overseas. I know that a lot of companies do that, but you need to keep that in mind.
Why? Well, during that first call when the rep assured me that they would not be delivered while I was out of town. I get another email a week later (March 1) again giving me dates that they will be delivered when I would be out of town. This time I sent an email to Spring Hill advising them of my earlier call, and stating in no un certain terms that if they did arrive when I was out of town I would return them and claim a full refund including shipping.
I'm sure you see where this is going. They were delivered while I was out of town. I spent 20 minutes on hold while the first customer service rep transferred me to someone in the US. However, they did refund the full amount of my order, so that's good. But they still get a negative rating because I contacted them multiple times (and their sister company Brecks) but didn't listen.
If I had looked at Dave's Garden sooner I wouldn't have wasted my time and money. For now on, I won't deal with anyone who does not have a lot more positive reviews than negative.
And if Spring Hill is reading this, my order # was 53360880300.
In April of this year I ordered a collection of Hens & Chicks, which were sent in a brown padded envelope and placed in my mailbox. I had seen a picture of what I expected to receive so I was greatly disappointed to receive very small bare root plants, one no bigger than my smallest fingernail.
I received an email from Spring Hill in May in response to my complaint saying that a representative would be contacting me. I have not received a call or email, nor have I received the replacement plants I asked for in lieu of a refund. They state onsite that they have an excellent guarantee but I have not found this to be true. By the way, one plant was dead upon arrival and the others died shortly after planting. One Hen with two Chicks are still living.
Beware: Springhill is slow to respond to customer inquiries and and does not provide itemized prices or shipping charges on any of their email or hardcopy receipts! So you are at their mercy when registering a complaint.
I ordered 13 plants which came in 2 orders (not my choice). Despite being charged immediately and receiving an expected shipping date via email, I received a number of follow-up emails informing me that 12 of the plants would be delivered later - a total delay of over one month, which coincided with my being out of town. The plants arrived and sat outdoors for a week in 90+ temps. I contacted customer service via their website, and requested new plants or a refund. After 2 weeks of no response, I called the customer service line (ha!). The agent was befuddled and seemed unable to determine the charges himself, and he would only refund half my total shipment charge (meaning that it costs the same to ship 1 plant as it does to ship 12 plants, which I am certain is not the way they phrase it when you are making a purchase). A rip-off. Any perceived cost savings from this low budget operation aren't worth the aggravation to this experienced gardener!
IamMrsG Sheffield Lake, OH (1 review) June 16, 2015
If you ever consider ordering from Spring Hill Nursery, I advise you to remember my experience with them. Pertinent background information is that the order and payment was accepted immediately, and I received a confirmation the same day of the order with a 1 week ETA. Nearly one month later, this is an abbreviation of today's chat session (June 16) with them (personal information removed):
Me: Hello, Daniel. I placed my order in May, shipment has not happened yet. 6 Muhly grass plants -- your site said "In stock." Now it says, "Ships in Fall." What's going on??
Daniel: The reason the plant says ships in the fall on our website is because yesterday was our last day to order for spring. We are now rolling over for our Fall season.
Me: What's the problem with shipping my order from May?
Daniel: I put a rush on your order.
Me: What result will that get us? Is my order on "back order"?
Daniel: Yes, your order is on back order.
Me: So, when can I truthfully expect delivery? Why wasn't I notified of this?
Daniel: Honestly you will probably not get this order until the Fall.
Me: I have been questioning this situation for 3 weeks. YOU are the first to give me a direct answer.
Daniel: I suspect we will not get it in time to ship out to you and it will roll over. I can cancel if you would like or we can leave open to see what happens.
Me: I live in Zone X. Winters can be harsh. Will Fall planting have a bearing?
Daniel: Yes, we are close to you. A lot of our items ship out of (your state).
Me: Yes, I could have driven to you to get quicker information than trying to contact you via Customer Service (me here: My CS query received no response) and phone calls (calling CS takes you to the Philippines). So, what about Fall planting of these grass plants?
Daniel: Our discount store has tons of plants right now. You plant them the same in the fall as you do now.
Posted on May 2, 2015, updated May 7, 2015
Posted on May 15, 2010, updated May 2, 2015
Posted on April 27, 2010, updated May 15, 2010
Thus far this year, I have had positive results with my order from Springhill Nursery.
I ordered six Mediterranean Pinks, which they sent bareroot. Thus far, four of the six have sprouted new growth, and the remaining two might yet do so.
Generally speaking, I have found bareroot planting to be iffy. Some or most will break dormancy and grow, but rare is it one-hundred percent.
I prefer to receive my plants potted and well-started. They usually do best for me that way. But I\\\'ve had enough good luck with bareroot that I really don\\\'t mind that much getting them that way.
I have another order from them on the way, which they said should be shipped between May 22nd and May 29th. We\\\'ll see how that goes.
I\\\'ve had enough good luck with Springhill to continue ordering from them. There have been some disappointments, but not enough to quit doing business with them. And, these negative experiences may not necessarily have been their fault.
I have enough confidence in them to have ordered six more Mediterranean Pinks, as they were offering these at clearance prices I couldn\\\'t pass up. I really like the flowers on these plants, and they make an excellent groundover for a bare slope. On May 15th, 2010, flowermaiden2 added the following:
My confidence in Springhill Nurseries continues to be well-founded. I was actually pleasantly surprised to find that they have delivered my order much sooner than they had originally told me, and they did e-mail me to let me know when it was shipped. I got part of my order via UPS, and part of it via USPS. The plants are all in very good condition, and the order is complete. Only the Mediterranean Pinks which they shipped earlier were bare root. The rest of my order was in pots, which I like best, because well-started potted plants usually do best for me.
I am impressed with the care that was taken in packing my plants. They arrived in stiff cardboard containers with break-away flaps that made opening easy. Because they fit the size of the plants, there was almost no breakage of leaves, and no broken stems at all. Furthermore, they wrapped the pots and the base of the plants in plastic to hold in moisture.. The plants stayed nice and green and upright.
My trailing bellflowers have buds on them, already, as do my red corys. The free Japanese Maple is fairly large, and the carpet phlox looks great.
I shall continue to order from Springhill. This is very good service.
On May 2nd, 2015, flowermaiden2 added the following:
I am giving them a cautious positive this time around.
The listing in their catalog for the four perennial hollyhocks I ordered clearly said they would be sent in 3\" pots. When they arrived, they weren\'t in pots, at all. They arrived as starts in soil plugs wrapped in a fine mesh inside of clear plastic -- NOT pots!
I don\'t like it when companies misrepresent things. When they say 3\" pots, I expect real pots. If they intended to send soil plugs wrapped in fine mesh, they should say so in their catalog. Truth in advertising, please!
Apparently, once the clear plastic is removed, one is supposed to be able to set the entire soil plug with the fine mesh directly into the plant hole. The mesh is supposed to be biodegradable. Fearing my new plants might end up rootbound that way, I removed the fine mesh and spread out their roots when I planted them. I don\'t trust those so-called \"biodegradable\" containers to actually break down so the roots can spread out on their own.
Aside from this, the plants appeared healthy and the labels with them indicated the correct colors I ordered. I shall see if they actually bloom those colors. These are supposed to be perennial hollyhocks as opposed to biennials, and the catalog listing claims they bloom the first year. I realize this will take time, so I shall be patient and see what happens.
Springhill Nurseries has been very good about keeping me updated on the status of my order, via e-mails.
By the way, folks, beware -- there is another company in this watchdog section going by the name of Springhill. I posted with them by mistake. Their listing under the first letter \"S\" is simply \"Springhill\". \"Springhill Nurseries\" is separate.
Overall, my latest experience with Springhill Nurseries has been positive. They did deliver what I ordered, and while small, the plants were still nice and green and should do well.
I am awaiting another order I placed with them, which should be arriving any day. I shall post an update when I receive it.
On May 7th, 2015, flowermaiden2 added the following:
My rating remains positive.
My second order, for two stand-alone floating solar fountains, has arrived, and both work.
These are really cool, folks. All one needs to do is place them in a pool, pond or birdbath in direct sunlight, and they spout water in various patterns, depending on which attachments one uses. The height of the waterspout can be manually adjusted, and the sun's positioning also governs it. If one just wants a slight dribble to keep water agitated, don't add any of the attachments and let it spew directly from the built-in opening in the center of the disc.
The grid underneath does occasionally need to be cleaned out when debris build up and clog the water's access to the pump. This grid can be easily removed, rinsed off and reattached. Maintenance is as simple as that.
I think they're a little expensive, but worth it. It's always nice to have moving water for birds and to prevent mosquitoes from breeding.
It's nice that they're completely self-contained and one doesn't need a separate solar panel to stake into the ground.
Spring Hill has delivered, again. Good company.Company representative comment on April 28, 2010: On Apr 28, 2010 1:21 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate you taking the time to post this.Thank you for your feedback and Happy Gardening!
Family members ordered plants for me as a memorial for my daughter who died. The three hardy hibiscus are in the ground and all three are showing new growth. The Redbud tree is also planted, but it is too soon to tell if it will make it. The plants all arrived appropriately packaged, and in good condition. I would use this mail order nursery again.
Posted on January 13, 2008, updated April 26, 2015
I bought a large order of items a few years ago, many of which did not grow (for example, bare-root roses were sent well before time to plant here & I could not keep them going until it was; bulbs never grew, etc.) . When I called customer service, she cheerfully issued me credit certificates. I did not use them for 2 years, as I always found the plants that I was interested in at better prices for larger plants elsewhere. But last spring I succumbed to an online sale; after calling customer service to be sure I could use my certificates for an online order, I followed her instructions, filled out the order, printed the order page and sent it in with my certificates. When I received the acknowledgement of the order, I noticed that they had not honored the sale prices. After several phone calls and emails, they never addressed the issue of the discrepancy in prices (only focusing on items that were out of stock, or did my order equal the total of the certificates sent in) even though I was specifically asking them about the prices. As it turns out, because of several out of stock items that will not be sent, I still have a credit to my account of about $6 but I will not bother . I am waiting for some items to ship spring 2008 & hoping that the items received last fall actually grow. Very sorry to say this about a fairly local company.. On February 1st, 2008, pastapicker changed the rating from negative to neutral and added the following:
I have been contacted by Donna in Spring Hill customer service. After I supplied all the details (prices, items, and the total amount of the replacement certificates sent- which was also part of the problem: they did not give me credit for all of them) she says that she has located my original order & will send me the missing items, at the sale prices. However, she has not yet responded to my follow-up question about confirming the total of the certificates that I sent in.
I am changing the rating to neutral & will see if I am fully credited for my certificates & receive all the items in question at the appropriate planting time for this area.On May 7th, 2008, pastapicker changed the rating from neutral to positive and added the following:
I have received all the plants now from my original order including the ones that were originally not going to be sent; they all looked healthy & of reasonable size for the price and being mailorder--a few were very pot-bound but they will be okay. I think that the packaging was adequate, I received them at an appropriate time for planting here, and I was fully credited for my replacement certificates (I had kept copies, so I could confirm what I was claiming).
I am pleased at the way Donna resolved this; the original customer service contacts were also positive & only wish that the people that I spoke with later, when there was a problem with the order fulfillment, had been of the same mind-set. Even though it took posting to this forum to resolve the issue, I will change the rating to positive, while wishing that there was an option like, \"positive with caution\".On October 28th, 2008, pastapicker added the following:
All the plants that I received last May have survived except the verbascum (my 2nd failure with this even though it is a native for the area); however, the \"golden Marguerite\" were not golden, but white. I consider the loss of one plant an acceptable risk that might occur no matter where the plant is purchased, since it appeared healthy and well-rooted on arrival. (I have received plants from other nurseries clearly dead or rotten--that I would not accept)On April 26th, 2015, pastapicker added the following:
I just want to add that I have notice that the Spring Hill affiliated companies have all changed their guarantee to only 30 days from your receipt of the shipment. Since they do tend to send things too early to plant (if you have ordered early in the season) I would be very aware of this when deciding to order, and if a plant looks to be struggling, ask for the replacement well before the 30 days are up.
My last order from two of their companies had very healthy looking plants but 2 have not survived due to the early shipment.
Seeing some of the negative ratings, I was dubious about this company. However, their sale this spring was too good to overlook; even if half the plants were dead, it would be a bargain.
To my surprise, all the plants I ordered arrived, well marked, beautifully packaged and in great shape! I've seen complaints that they are "too small." The catalog had said that they would be small and I prefer these smaller plants to the huge forced ones that can never quite keep up and eventually collapse. I prefer to start my own; this year that isn't possible. These plants are exactly what I would have started myself.
MaiaMaiden Westminster, MA (1 review) April 11, 2015
I have orders from this company for 2 years or more and have never had any shipping problems. Ever plant has survived and so far I have noticed some plants already growing this season even tho there is still snow on the ground & after having such a harsh winter. I placed my yearly order and have received every item already, a bit early but I was prepared w mini greenhouses set up in my dinning room, all the plants are thriving and I am looking forward to the ground thawing so I may finally plant them outside. I do the buy now with payment plan and have never had ANY issues with customer service, the woman was completely helpful and did not rush me and was full of extra information that helped me with my recent order. Will definitely order in the future, I actually have to control myself from ordering more because I have been enthusiastically and completely satisfied with this company.
My mother has been ordering from SpringHill since I was a child and I'm in my mid-thirties now and I'm a customer, too. I got all my plants this spring, and just put them in the ground. Their customer service is wonderful and I really enjoy the coupon specials they send. Having a young family, I can't always afford all the things I'd like all at once, and their ongoing specials allow me to purchase plants off my wishlist as the season progresses. I had a lilac missing from my order and emailed them and they are sending it with another plant I ordered in the upcoming week or so. Friendly, nice company to work with. It's no wonder my mother ordered from them every year.
I have ordered in the past from Wayside Gardens, but something has seriously happened to this good company. I ordered 9 Victorian Primrose plants - they were to be "assorted colors". In the catalog they were showing red, crimson, purple and black. I received the order and listed on each individual cellophane pack it said, "Black". I called the next day to complain, and I believe there may have been a communication problem. The gentleman finally agreed to send a replacement order. Well, I eagerly opened the 2nd package - expecting my beautiful red, maroon, purple.....Unfortunately, once again out of 9 plants - 7 are listed as black, 2 purple.
Out of my total of 18 Primrose - 17 are black???
Now, I am not planning on opening a funeral parlor and black was never my favorite color.
I did try to once again email my frustration (but, once again I think there was a communication problem). The answer I received was that the offer was a "mixture" - you could not pick individual colors and that is the reason the offer was so cheap? Sorry, but I don't really think 9 plants for $29.99 is cheap!!!
As far as being "black-balled" from Spring hill and never being allowed to order again? I don't think they have to worry - I won't be ordering......
Company representative comment on April 1, 2015: On Apr 1, 2015 5:05 PM, Wayside Gardens responded with:
We have reviewed your posting on Dave's Garden Watchdog website. I am a little concerned, I can not find a listing that Wayside Gardens offers the Victorian Primrose plants. I read at the end of your posting the comment about Spring Hill. Is it possible you purchased them from Spring Hill and not Wayside Gardens? If so as a courtesy please update and change your rating for Wayside Gardens, if not please email me with your order information and I will be more than happy to assist you in the matter.
Everyone be careful with this company! If you order from them I hope you don't expect to receive what you ordered, if you even receive your items at all. Springhill among other Gardens Alive companies are going out of business this spring. I wonder why?!?! Their product quality is terrible, most of the plants are almost dead before shipping, the bulbs have been frozen from the previous season and rarely bloom. You are asking for trouble dealing with these guys, they are going under and it would be risky ordering from them at this time....
Posted on November 4, 2014, updated November 27, 2014
On August 19th I placed an order for 3 Plum Pudding poppies from Spring Hill\'s website. I understood that they would be shipped for fall planting. In the meantime, I received three order status emails, the first on September 9th, the second on September 25th, and the final on September 29th stating that Spring Hill had shipped the 3 Plum Pudding poppies I ordered in August. When the box arrived it contained 3 substitute poppies because the Plum Pudding poppies I ordered were unavailable due to \"exceptional sales.\" I notified customer service that I did not want these plants and was told I would receive a certificate for future use at Spring Hill Nurseries for the cost of the plants but not/not the additional shipping and handling fees. I responded that, based on my experience, I did not want to do business with Spring Hill again and wanted to be reimbursed in full. The customer service representative did not have the professional courtesy to respond. I also filed a complaint with the Better Business Bureau on Ohio, which the company ignored. My bottom line is that the company has no/no posted substitution policy, so the consumer has no opportunity to opt out. Moreover, on the day I received my plants and for several weeks afterwards, Spring Hill continued to offer Plum Pudding poppies for sale on its website--plants which it clearly knew it did not have in stock. I\'ll shop elsewhere next time.On November 27th, 2014, HerMorningDove changed the rating from negative to neutral and added the following:
I'm updating my review to neutral because about 10 days ago Spring Hill Nursery did refund my entire purchase price, including shipping and handling. I could not change my review to positive because they only refunded my money in response to my claim through the BBB. Also, I learned that Breck's is a "sister" company and had placed an order for the same poppy plants through them after Spring Hill sent me the substitute plants. Breck's cancelled my order after I filed the complaint with the BBB, and I appreciate that. However, they also took an order for plant they did not have in stock, which doesn't seem like good customer service to me.
I buy from Spring HIll on a regular basis. Their plants are always healthy! Very friendly Customer Service too! Thanks.....
BJacobson Atlanta, GA (Zone 7b) (2 reviews) September 14, 2014
This spring I ordered several dozen different items and they were all very healthy on arrival. One small thing though, I wish I knew prior to purchase how long it would take to receive some of the items (can take several weeks even if you order it during the right season/time to ship to your zone).
However, they were all good quality and exactly as expected. Many did exceptionally well actually. Overall very positive experience (and really great value when you use one of the sales with a coupon, can't beat it). Thanks!
jasarthur Brentwood, TN (Zone 6a) (4 reviews) July 23, 2014
I've had both good and bad experiences with Spring Hill. We ordered a lot (hundreds $$) this past spring. When some items did not survive, we were given either replacements or certificates with a minimum of hassle. That's the positive. The negative is that they don't update their online listings to accurately reflect actual inventory. My wife spent much time planning out her purchases based on color, size, etc. (she's a true landscape artist) and in a couple cases we were informed by email and postcard that the items sold were OUT OF STOCK! I told them this made all her planning a waste of time, and after a few emails, someone was nice enough to offer an apology and small credit. This is why I've chosen the "Neutral" rating. So the problem is not the nursery so much as the website. They really just need to upgrade their inventory system. I'm sure we'll buy from them again.
I went online to search for a "Water wiggler" for my birdbath. In my search, I found various sundry prices... including the lowest price $17.49 ..from none other than Spring Hill nursery. So naturally, I clicked on their ad due to the low price. ( which I am sure was what was intended) . Well, there it was the $17.49 price and I filled in all the blanks and submitted the order... only to have the page freeze and I never got a confirmation. Then, low and behold... I got a message from them in my email inbox stating that I had left something in my "shopping cart" and when I went back with the link provided in the body of the email... the price suddenly jumped sky high !! Nothing I was able to do changed it. However, a few hours later, and on a different computer, I found the price of $17.49 again and I successfully ordered the product. I got a confirmation of the order and a delivery date. Well, the delivery date came and went a long time ago. I emailed them and continually got a "mailer Daemon" stating the email address was bad. I called them and Finally after several attempts, reached someone ---who with his lackadaisical and nonchalant attitude told me the item was on "back order" as it wasn't in stock. I told him I was unhappy.. and that the delivery date was not honored and I told him about the email snafu and that their email address for customer service doesn't seem to be working.... and in his nonchalant ...no care voice... he said: " Is that so?" Well, I will just have to tell them " ....Then Spring Hill nursery sent me another order message.... putting off my order for another month at least....Also, they had on their website that I was to get some free plant food with my order which I haven't received either.... with no offers of any good will or recompense at all. You can be sure ..........this is the last order they ever get from me .......and I am thinking seriously of complaining to the Better Business bureau in Harrison Ohio.... their company headquarters.
Spring Hill was my first experience ordering plants online and I was a little hesitant. But I'm on my fourth or fifth order with them now and most likely will continue ordering from them.
All the plants I've received have been alive and healthy, save one lily of the valley pip that didn't grow. The rest of the dozens of plants I've ordered are doing remarkably well, even the one or two I stuck in the wrong places in the garden.
I'm also impressed with their packaging methods. The plants are in individual cardboard containers sized for each plant, with a label, then placed in a box (minus any packing peanuts...big plus there). The plants can be jostled, dropped, shuffled...and they don't get damaged.
Regarding the dead lily of the valley...one email to the company resulted in a replacement, no questions asked. A conversation over a payment issue was resolved promptly by a CSR who was knowledgeable and helpful.
I have, as other comments mentioned, encountered the ever-changing shipping dates. I can't yet count that as a negative as it's not that important to me when I get the plants. I'm more interested in getting healthy plants.
I do have a large order of iris for the fall with a delivery date of September, which is appropriate for my region, and I'm curious now how those dates may change.
As a previous poster describes, I have also been driven insane by a constantly moving ship/delivery date this spring. I have had to reschedule my landscape project and professional help twice now because of this and I have other materials rotting in the yard thanks to their delays.
They started by offering an estimated delivery date, and have continually pushed it back another week every time the current date gets near. I finally called last week and was told the plants should be available to ship "any day now" and that they were upgrading me to "rush" shipping at no charge -- they said my plants would arrive between 5/4 - 5/9. At 4:30 this morning, I got another email update with dates of 5/10 - 5/13. Very frustrating.
I used to order with them regularly, but their service has gone south in a big way. They've also been sitting on my money for several weeks now, too. Not a good experience at all.
At the beginning of April, I ordered some preplanned gardens and was really excited to start planting. I got an email with an estimated delivery date of 4/8 to 4/13. I got right to work prepping the area where the plants were to go.
April 13 came and went. I never got a follow-up email, but when I checked the website to see my order status, I was surprised to see that the delivery date had changed. Curious, I started checking the status every day, and the delivery date CHANGES EVERY DAY. It is now 5/1 to 5/6. No explanation.
I called customer service and waited on hold for 10 minutes (listening to music that skipped and repeated every 6 seconds--maddening). The person who answered could not hear me well and asked me to call back. I did not want to spend another 10 minutes on hold and asked if she could call me back. No. So I called again. Still a terrible connection (India?) and the woman who answered couldn't tell me anything different from what is on the website. I asked to speak to a supervisor. No. I asked why the order hadn't shipped yet. "I apologize for the inconvenience. It's not the right planting time." When will it ship? "I apologize for the inconvenience. That item is back ordered." WHAT? For how long? She put me on hold and never came back.
So I emailed customer service. The response was a new order confirmation with yet another estimated delivery date. Still no explanation of why the order kept being delayed.
So I tried customer chat. And had another frustrating scripted chat that just repeated what was on the website. I asked to speak to a supervisor. Again, No. So I decided to cancel my order and go elsewhere.
She told me that to cancel my order, I needed to call customer service! I'd rather bang my head against the wall.
If I ever do receive my plants, I'll amend my review to reflect my overall experience. Right now, I have to say that this company has the worst customer service I've encountered in quite some time.
I was really nervous about placing a order from this company after reading all the bad reviews. I decided to order six Old Fashion Bleedind Heart plants that were on sale for a great price..... No problems..... Order arrived fast, packed well, and all six plants are doing great. I will definitely order again...
We ordered a small selection of plants in December: a hosta mix, a fern mix, an azalea and a reblooming lilac. They arrived today, having an initial shipping date of February 27th. They look like they took a road trip on the highway to hell. Words like 'bedraggled', 'miniscule', and 'desiccated' come to mind while flashbacks to Charlie Brown's Christmas Tree race through my head.
CHLOE777 Greenville, SC (1 review) January 2, 2014
My experience with Spring Hill has always been positive but a year ago I ordered a special they offered online for 3 Cranberry Cotton Easter plants for the price of one.
I ordered and receceived one plant. After calling and complaining about the order and sending them a copyof the original offer they agreed to send me two additional plants which I planted April , 2013.As the plants grew I noticed very large growths on the Cotton Easter, which are now about 10 ft. tall . It appears that the Cotton Easter was grafted with an Althea or Rose of Sharon. I am waiting for summer to see what I have.
I contacted Spring Hill about this but got no reply. I will be surprised and maybe do some pruning and replacement. THANKS
lsm1 Williamstown, MA (Zone 5a) (6 reviews) November 21, 2013
I've been, for the most part, happy with this company. The plants have arrived in good shape and the ones that did not were promptly replaced. The only minuses were an order that was cancelled due to out of stock (and money returned) even though I ordered very early in the season. I typically don't like their junk mail, with very tempting pictures and the offer for credit "get flowers now but pay later", I never tried it, but it sounds like a trap. They used to have truly great prices, but recently (1 year?) their prices became more expensive (and I think they also have less variety, but this is not a scientific evaluation).
I received a mailing from Spring Hill Nursery in July, 2013 which was an offer for over 50% off reblooming daylilies as well as other perennial plants. I showed this to two of my co-workers as they really enjoy gardening as well and they decided to order as well. I sent in the offer that was "pay nothing now, we will bill you later." In late August I received a letter that basically stated I did not have enough "credit" to place the order. One of my co-workers then found other plants to put in her garden and so I figured I would just let it go as my portion of the order was small, so I did nothing to pursue the order. On November 9th I received a box of 20 daylilies and was surprised, to say the least! First of all, it snowing here in Michigan and the plants probably have no chance to survive! I called the customer service and was displeased as the person I talked with spoke broken English. I told her to be certain to cancel the items that showed on back order on the packing slip and I explained to her what happened and I was not happy. She put me on hold for almost 7 minutes and when she came back on the line she just simply stated someone would contact me within 3 days. After hanging up the phone I decided to investigate reviews of this company. Just as I thought, others had received orders in November in Michigan and their plants did not survive as they didn't have time to adapt. After reading several reviews and also feeling as though she did NOT cancel the rest of that initial order, I called back. I spoke with another person who spoke a little better English. I once again explained my situation and I specifically asked her if the previous representative, in fact, cancelled the remaining part of the order. She said she just cancelled it and no, the previous representative had not cancelled it. When I explained to her that I had received a letter that stated the order was not placed and that I did not have enough "credit," she stated that they saw I had placed an order with Michigan Bulb Company and decided to give me the "credit" and went ahead with the order. I was quite upset and told her I never received a letter stating anything to that fact and I am not paying for plants delivered in November in Michigan! She then stated she would "balance off" the bill and cancel the rest of the order. I asked her what "balance off" meant, she said I would owe "zero." I then proceeded to ask for an email confirming this, she said I will receive that in 24 to 48 hours. We will see if I actually receive that email! I know I will never order with Spring Hill again!Company representative comment on November 16, 2013: On Nov 16, 2013 2:34 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
We appreciate your feedback. One of our customer service representatives will contact you for your account information and make sure your account is taken care of.
Posted on October 6, 2012, updated August 31, 2013
Posted on June 11, 2010, updated October 6, 2012
I ordered a pile of plants. The order acknowledgement they emailed didn't list the plants or the total, which it said I could see online. Shoulda printed it out. They took the money from my account.
A couple of weeks later they emailed saying two of the plants were shipping. They arrived. Then they said another was shipping and it arrived. Both OK condition, but the dates bore no relation to the dates on the website. And the order numbers were different.
I'd also ordered from Gurney's and emailed THEM to find out when my order from them would ship - and got an email back from Spring Hill! They said that some had been shipped (yes), one plant was on its way (arrived, and an OK plant) and the other two would arrive in August and October. I had a look on the website, and it stated that both would arrive in August, and a tree, the last thing in the order, would be shipped in June. Today I got a card saying that the tree was out of stock. I went to have a look at the website and tried to get my order history up - there is nothing there, not even my two other outstanding plants. I have been charged for the tree which I am not now getting. I have emailed them and got an automated response along the lines of "your call is important to us".
Given other comments here, they obviously haven't a clue about what stock they hold, and must make a lot of money from interest. I assume this will get a response along the lines of "Thankyou, a representative will be in touch" but I don't want a representative, I want the plants I paid for in a timely manner, and I want my money back for the tree.On October 6th, 2012, immigrant_punk added the following:
OK, should have known better but they had what looked like a good offer of irises earlier this year. I ordered and was told they'd arrive in September. They did, but the order was short. I emailed them and they said OK, we'll send the missing plants by September 2013!!! I emailed back and asked why on earth I would ever buy again from a company that takes 15 months to fulfil a small order. The reply: I can confirm you will get tyour replacement by end of September, thank you for shopping with us. Since I have noot received the replacement, they obviously were confirming it would not be until 2013.
I want to give them the benefit of the doubt and say they are massively incompeten rather than dishonest, but I certainly will not use them again. I just hope they send thee remaining order next year, but I have my doubts.On August 31st, 2013, immigrant_punk added the following:
I was right to doubt. They sent a check and said they're out of stock. Yet they're in stock on the website. And they knew this was one order to complete so shouldn't they have set them aside?Company representative comment on June 14, 2010: On Jun 14, 2010 12:26 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for taking the time to post. We appreciate the feedback to better serve our customers. A customer service representative will be contacting you for your account information to check on your order for you.
brianaucuba PEQUEA, PA (Zone 6b) (16 reviews) August 8, 2013
Posted on August 6, 2013, updated August 8, 2013
Posted on July 11, 2013, updated August 6, 2013
I hated to see this company and its affiliates go downhill so badly. I had been ordering from Spring Hill since the early 1980s when I was a teenager. They had offered orders on approval back then -- you did not have to pay for anything until you received your plants. Orders on approval went away with occasional exceptions for promotional sales. Unfortunately in 2012 I was being invoiced for plants on approval even though I had not received them yet. I also received invoices that were postmarked after their due date. I had some plants that were marked on back order even though they were still being advertised as available. I tried to contact Spring Hill to straighten out the invoicing and was told that I would be re-invoiced. Never happened. I tried to order a few more plants for the following fall on approval and was denied. I called again to take care of the balance that was never re-invoiced, cancel my fall order, and to have myself deleted from their customer file. I will never order from Spring Hill again after thirty years of loyalty was trodden upon. On August 6th, 2013, brianaucuba added the following:
It has been about three weeks since my initial post. I received
a Dmail from Spring Hill's customer service requesting my account number so they can investigate. After a little digging I found my account number and replied. As of today the only reply that I received was an invitation to order anything I wanted on approval. No thanks, I don't want the aggravation of their haphazard billing. Since my initial complaint was not dealt with I doubt Spring Hill's corporate culture has changed. I stand by my initial rating.On August 8th, 2013, brianaucuba added the following:
I sent my account number via Dmail to Spring Hill in response to their comments of July 16th on the same day. I even sent it to the attention of their representative, assuming it was not just a pseudonym that the whole department uses. I re-sent my account number yesterday, August 7th, also via Dmail. I even checked with Dave's Garden Admin to make sure my Dmails were done correctly.Company representative comment on August 7, 2013: On Jul 16, 2013 11:08 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
I apologize for the problems you have had with our company. One of our customer service representatives will contact you for your account information so we can check your account and figure out what the problem might be.
On Aug 7, 2013 2:32 PM, Spring Hill Nursery (aka SpringHillNursery.com) added:
Dear Customer, I have checked our D-Mail and we do not have a reply from you. Could you resend your information to us.
I live in a northern United States climate. We get frost late September and early October. It is beyond me why companies who should know about plants are insistent on sending their products a day or two before harsh weather. There is insufficient time for the plants to even get over the shock of transplanting and chances are, they die. Sure I could get a refund, go through all that bother, monkeying around back and forth....but the whole sense tells anyone to first be decent to the original plants! If a person orders way early in June, then a certain amount of time should be allowed for the clearing of the payment check, but then once the payment is made, then the company should send the product----way before winter!
Purposeful delay is what I was experiencing again from this company, SpringHill. I emailed and ask for delivery of my early order, but they knew better,of course, and wanted to send the plants right before harsh weather. I cancelled my order with them then. I will never do business with this mail order....nor any other mail order again!
So, the next time I get these beautiful advertising pictures in the mail, I won't even open them up. They will just go in the recycle. Company representative comment on July 23, 2013: On Jul 23, 2013 11:23 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for your posting and for expressing your concern over the shipping timeframe. Your order will be received at the proper time for fall planting in your area. Unfortunately we are unable to ship your order any sooner. Our orders are shipped on a first in first out basis, in coordination with your zone opening date and the availability of mature plants. Also, as our plants are not shipped in climate controlled vehicles, weather conditions may not be conducive for shipping any sooner. One of our customer service representatives will contact you for your account information.
I have been buying from SpringHill Nurseries for a few years now, and am shocked to see so many poor reviews. I've bought perennials, annuals and bulbs from their online store yearly, and although their prices can be a little steep, they have selection that I cannot find at my local nurseries.
My plants are typically packaged well and do not lose their way during shipping; it usually comes in 2 days tops from the time I get a confirmed shipping notice email from the company. Usually ships FedEx or with some trackable shipping agent.
Their company fares much better than the other online companies I've tried; at least with SpringHill, they have gotten my plant selections correctly, and the plants are in good condition (dormant/bareroot plants never look spectacular from any mail order company, but with SpringHill, the bags are very moist and well packaged when arrived - and the plants actually grow).
This year, I bought Younique Astibles, phlox and a Tulip tree from SpringHill. They are all flourishing - the first year, I always expect the Astibles to be small, non-flowering as they start bareroot and dormant (as my lavender ones that I bought and planted were last year), but the following year, they come back out large, beautiful with nice lavender blooms. I expect the same with the pink ones I ordered this year.
I've already placed an order for Tulip bulbs in the fall - needed a coupon, though, to have their prices beat the other competitors in the field, but ultimately went with SpringHill because I've worked with them before.
In the past few years, I've asked them to replace 2 items, I think they were trees, and they have done that promptly and without much ado. I've had no concerns with this company at all.Company representative comment on July 5, 2013: On Jul 5, 2013 2:18 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for you feedback concerning our plants. We appreciate you taking the time to let us know. If you ever have any problems at all just let us know and we will gladly take care of it.
I placed an order with Spring Hill Nursery on 6-18. Later found this website with all the reviews and wondered if I was going to have a bad experience.
Received a shipping notice on 6-20 and the plants arrived on 6-24. So I have no complaints there. The hibiscus was dormant but a very nice size for the price. The bonus hen and chicks were free. Will see how they grow.Company representative comment on June 28, 2013: On Jun 28, 2013 10:11 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
Thank you for sharing your experience with our company. If you ever have any problems with your order just let us know and we will make it right. Happy Gardening!
Placed my order on 4/26/2013 got part of the order at the end of May and I am still waiting for the rest of my order which was supposed to be here by 6/21/2013, it's now 6/23/2013. E-mailed customer service and asked when I was going to get the FREE Delilah bulbs that I was offered with my order, NO RESPONSE!!!! filled out their survey and stated my total dissatisfaction with their service, at the end I was asked if I wanted a e-mail response and again I received NO RESPONSE!!! what a waste of time and money. If I ever get the rest of my order(which I'm not counting on) the growing season will have ended. You get a lot of bull s**t e-mails about how your order is next in line but it never ships.Company representative comment on June 25, 2013: On Jun 25, 2013 10:00 AM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
I apologize that you have not received a response to your emails and the problems with your order. One of our customer service representatives will contact you for your account information and take care of this for you.
I placed my original order on 4/26/13, 3 days after the shipping opened up for my zone (4/23-6/7). I place and order ranging from trees, perennials, and grape vines. All the items said they were in stock, so I hopefully expected to receive my items fairly quick, at the latest June 7th. Over the course of a month an a half I received various emails stating my items were being processed, by this time my order had been split up into 4 orders, 3 shipping out at different times and 1 ended up being delayed until the next season, spring 2014. From 4/26/13, when I had gotten my order confirmation email, until 5/20/13 I did not hear a word from them, until finally I gotten an email some of my order was to ship, and dates the rest would ship. After receiving 12 emails from 5/20-6/12 changing shipping dates multiple times I finally had shipping confirmations for my 4 supposed shipments that were stated to be delivered; 5/23-5/25, 5/31-6/2, 6/9-6/11, and spring 2014. Over this course of time I assumed that the shipments were again delayed which is why I had not received them yet and eventually I would get them. Yesterday, 6/12, I gave up called the company to cancel my order I had enough waiting, planting season is over for the most part, according the the customer service rep. all of my order except 1 plant, the one now due to arrive a year after ordering it, had shipped and I should had received my plants. I then looked at all the shipping emails I received and my shipping address had magically changed from West Fargo, ND 58078 to Fargo, ND 58102. I looked at my original order confirmation from 4/26 and my address is stated as West Fargo not Fargo, so it was not a mistake I had made, Spring Hill had changed my address and sent my plants to somebody else. If I had not looked or called I would be out of $220, I am still stuck with a large plot of dirt/weeds in the middle of my yard where I had planed on planting my order. The only, so far, positive thing is my order was refunded without question, but I have still yet to see the money refund on my bank account, which could take a few days, we'll see. OVERALL DO NOT WASTE YOUR TIME ORDERING FROM THIS COMPANY OR THEIR ASSOCIATES, PAY MORE AND BUY FROM A LOCAL NURSERY. YOU WILL WASTE AN EXTREME AMOUNT OF TIME WITH THIS COMPANY AND END UP WITH AN EMPTY GARDEN. Some people have had success and some haven't, don't take the risk. Your local nursery will do everything to make sure you leave a satisfied customer. Company representative comment on June 14, 2013: On Jun 14, 2013 12:54 PM, Spring Hill Nursery (aka SpringHillNursery.com) responded with:
I apologize for the problems you had with your order. I would be happy to have this looked into. One of our customer service representatives will contact you for your account information.