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The scoop on 'Charley's Greenhouse & Garden Supply'

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  Company Profile  
Charley's Greenhouse & Garden Supply

Mailing Address:
17979 State Route 536 (Memorial Hwy.)
Mt. Vernon, Washington 98273-3269 (United States)

Phone: 1-800-322-4707

Catalog Order Page: Hyperlink
Paper Catalog Cost: Free

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Recent reviews:
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Positive 0 0 0
Neutral 0 0 0
Negative 0 1 2
This company offers a variety of gardening supplies.

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Other helpful information:

  Feedback History and Summary  
43 positives
4 neutrals
15 negatives

Comments:

Displaying the 50 most recent comments:

RatingAuthorContent
Negative Rhensrude
Everett, WA
(1 review)
March 27, 2014
My husband and I have purchased items from the store. Our last purchase was three grow lights in early March 2012. We have had positive experiences with their store personnel. I had not checked any reviews of Charley's until the last few weeks when I experienced similar customer service problems as other reviewers.

My husband noticed one of the lights stopped working by the end of my growing season last summer. He figured the ballast had gone out. He tested the tubes in another fixture and found two were out and two still worked.
I talked to a staff person at the Charley's booth at the NW Flower and Garden Show. She suggested I call the store. I called the store 2/18 to see if the fixture was still under warranty. The woman I spoke to didn't have an answer. She would need to check with someone else who would check with the vendor.

I made calls on 2/21, 3/1, 3/8, 3/17, 3/20 and 3/25. It took two weeks to find out if I could get a new fixture. They did check with the company and finally confirmed they would honor the five year warranty. Charley's would need to place the order. The person I spoke with said the company had taken over another company. She said they had had problems getting answers from the company. After some more back and forth, they said they would order the fixture (I was surprised they didn't have it in stock). They placed the order in early March (I think March 4). I called 3/8 to get an idea of when it would be shipped. I got a call back on 3/10. I was told they wouldn't have it until the end of the week or early next week.

I called 3/17. They said they had no word yet. I asked if they could check when it was shipped. I was surprised they didn't have any tracking information. I called 3/20. The person I spoke to said she thought it was in transit from CA. I called 3/25 and lo and behold, they said it was in. I told them I would pick it up on 3/26 and would bring the old fixture. When I got there, I was asked why the fixture didn't have the light tubes. I had explained on the phone early on that two were out and the other two were put in another fixture where two had gone out.

These fixtures are available through Amazon. If we need to replace one again, I'll order through Amazon where we get express shipping and notification where the order is and precisely when it will be delivered.

I think Charley's needs to take a good look at their customer service procedures. I was disappointed in how slow it took to get any answers. I wasn't satisfied that they blamed everything on the vendor. We live an hour south of Charley's. We won't waste our time and gas to deal with them again.

Company representative comment on April 14, 2014:
On Apr 14, 2014 9:44 PM, Charley's Greenhouse & Garden Supply responded with:

Yes we remember helping you get your light fixture replaced. Please keep in mind that we are a small American business competing with multi-national large corporations out there. We have to follow all the guidelines to make sure our vendors honor the warranties they extend to their products and our customers. In your particular situation, one company had been acquired by another company --- would they honor the original warranty? Would the warranty be voided because we don't have all the lights with the fixture we are returning? These questions need to be answered to avoid a problem, we just need to jump though all the hoops that are required. We apologize that replacing your fixture took longer than was anticipated and if you felt we didn't have all the answers in a timely manner, but we have to be careful when dealing with outside companies and we also have to be accurate, it is a give and take process. We're glad your fixture was finally replaced, we know your plants were relieved. We appreciate your business and hope that you will consider doing business with us again in the future. - Charley's Greenhouse

Negative baileyhermit
Pine, CO
(2 reviews)
February 8, 2014
Ordered a heat saver fan from Charlies (hang from ceiling to help disperse the heat downward towards benched) Total price with shipping was $106.90.

Shipment arrived promptly, and box was undamaged.

Took fan out to inspect, and plugged it in. The speed of the fan was not a constant speed, and something sounded off. Let it run for over an hour...still defective. Enclosed unit, no switches, just plug or unplug it...

Called the company and explained to person that fan did not run right. She actually said "Well, can you just go ahead and use it?"

REALLY? I asked for a call tag to send the product back, and she said she had to check with her manager...and that they never had a request like this before.

Patiently waited about 3 or 4 days and never heard anything. Called again, spoke to the same person, and she said she had sent an email to her manager, but someone was out sick, and they were preparing for the spring show etc etc... I told her I needed this fan as I had several hundred transplants that were out or going out into the greenhouse. Said she would send another email to her manager.

So I emailed the company saying I was dissatisfied, and promptly got a response back with a call tag and a note saying that they would repair the fan (WHAT???) or send a replacement.

What kind of business would sell a defective fan, repair it, then send it back. Why not just send a new one?

Sent the fan back today with request just to refund my money.

I realize things happen, but who in their right mind would pay over $100.00 for a fan (which for the quality is way overpriced and not worth it), have to send it back, and hoping it will be repaired properly?

Yikes, not too impressed : ( with the quality, the service or their policies.
Company representative comment on April 14, 2014:
On Apr 14, 2014 4:26 PM, Charley's Greenhouse & Garden Supply responded with:

Please accept our apologies for your bad experience this go around at Charley's Greenhouse. As a small business, we ask our staff to take on many duties, unfortunately, not all staff members are as versatile in all aspects of customer service as others. It becomes especially noticeable when our staff is dispersed due to garden show staffing. As is our normal policy, we always pay to have defective products returned to us. Since Charley's is also a manufacturer, it is not unusual for us to assemble, repair, or create products. The Heat Saver Fan is a product that we assemble from scratch here in our workshop, so switching out a defective part, such as the complete fan motor, would not be uncommon, as the housing would not be affected and is new. We paid the return shipping for the Heat Saver Fan and we have honored the customer's wishes to simply cancel the order and credit her card.

Positive kelliarm
Martha Lake, WA
(1 review)
May 24, 2013
I want to tell everyone about the great experience I’ve had over the past few months with Charley’s Greenhouse. I saw their display at the Northwest Garden show about 3 months ago. I spoke to their sales person at the Garden show who was very helpful. I ended up waiting and going to their store in Mount Vernon where again I was helped by different people but all were knowledgeable and pleasant. I ended up deciding on the Northern Heritage greenhouse with the cedar pony walls and dutch door. After waiting about 6 weeks we got our shipment. We spent a long time staining it as we had no idea how much wood was involved in this greenhouse.

We ended up hiring an employee from Charley’s to put it together (we live about 60 miles from Charley's). He charged a very reasonable price and worked very quickly to get it up in one day. And now I have a wonderful greenhouse. The construction of this greenhouse is top notch. I have a number of other out-buildings on my property built by carpenters on-site. This greenhouse is as good as they are hands down. They give you everything you need down to the screws, bits, cocking, etc... It’s clear they have spent a lot of time thinking about the design and making it the most sturdy and yet useful building possible. I can’t say more about how happy I am with Charley’s staff and the quality of construction and design of this greenhouse. This was a very good experience.
Positive Bellingham
Bellingham, WA
(8 reviews)
November 11, 2011
Several weeks ago, I ordered about $1500 worth of poly-carbonate panels for my greenhouse, along with some other parts, and today, I drove to Charley's and picked up several more of the same panels and more parts, for a total of about $2000 all together. These two orders were my first dealings with Charley's. Both orders involved several opportunities for mistakes. I dealt with a few different people in the telephone sales department, a delivery driver, a person on the sales floor, and, as I was about to leave with my last order, I even met Charley. Everyone I met was polite, efficient, and seemed genuinely concerned with making sure everything was correct. And, indeed, I received the correct merchandise, in good shape, in a timely manner. I will be installing a ventilation system in the near future, and intend to shop at Charley's.
Positive naturemaiden
Cutchogue, NY
(12 reviews)
May 17, 2011
I ordered a small portable greenhouse for my patio to house my seedlings. Shipping was fast and the product is great! Will be ordering again!
Positive jamesleaser
Houston, TX
(9 reviews)
January 27, 2011
Charley's is a good source for hobby gardeners/collectors as myself. They are very helpful and can answer most questions a future greenhouse guy/gal might have.

James
Positive gardenhobo
Mount Vernon, WA
(1 review)
October 18, 2010
Last April I purchased a Charley's Greenhouse. It took me many years to decide which greenhouse would be best .
The Charley's staff was so helpful and my greenhouse is wonderful. It is everything I have dreamed of.
I am excited about fresh greens this winter and hope to see some ripe oranges.
Thank you to the customer service folks at Charley's who are so willing to answer my novice questions. I really appreciate your help. Anyone thinking about buying a greenhouse should go to Charley's. They know what they are talking about and they really do care about their customers.

Positive sumner1919
Maple Valley, WA
(1 review)
October 10, 2010
My husband and I purchased a small lean-to greenhouse online a few weeks ago. It is assembled and ready to start adding all the 'necessary' (or not so necessary, but cool) accessories.

Yesterday we drove over 80 miles in the pouring rain (Hello, it's October in western Washington) to visit Charley's for the first time. Having read all the reviews on this site, I had no idea what to expect, but wanted to check it out for myself. My husband and I were very impressed.

We found the store, though small, to have all the things we were looking for and, moreover, we found the customer service to be excellent. The two employees we spoke with were helpful and knowledgeable. They were more than willing to take all the time we needed to get the information we wanted, as brand new greenhouse owners. As other (less needy) shoppers wandered in and out, they were assisted by the same two salesmen, who would then return to us and supply more answers to our questions about how to start this new adventure.

For those who have read the negative reviews, I can state without a doubt, "We will drive the 80+ miles again. Charley's is worth it!"
Negative mbabco
(1 review)
December 30, 2009
Roughly two years ago I purchased a Prewired Portable Heater Thermostat from Charley's. It was manufactured with their name on it. About 11 months later (warranty was 1 year) I came into the greenhouse and although the thermostat was set to 60 and the temperature was 75, the heater was on full blast. I returned it to Charley's and some time later they (reluctantly, it seemed to me) sent us a new thermostat (they said it worked when they checked it). Another 11 months later and the replacement thermostat started acting erratic -- same scenario, turning the heater on when the temperature was 15 degrees above the thermostat setting. This time Charley's refused to do anything: when you buy a product and it's replaced, the original warranty is not extended so the replacement thermostat essentially had no warranty by the time I received it. When I shopped around I found a product that appears similar in every way for $20 bucks (about 30%) cheaper. So Charley's sold me an overpriced product with their name on it that twice failed within a year and the second time they declined to do anything about it. Because of this I twice had a couple thousand dollars worth of orchids in a greenhouse in November without an adequate thermostat while a replacement was sent or obtained. My impression: an overpriced company that puts their name on a poorly-made product and then decline to stand behind that product.
Negative snipertay
Sedalia, CO
(1 review)
May 18, 2009
Read all the reviews & laughed; I got the same letter from them. HMM.
So last year I ordered bubble wrap insulation; pricey; but obviously not your UPS packaging wrap. Hung it up; needed more; so I placed an order for 2 more rolls. OH, and they WAY over charge you on shipping! Instead of honoring your business; they penalize you for it. I paid $49.00 to have 2 rolls of bubble wrap shipped ground- actual weight 15lbs. Weight on sticker: 83 lbs..???? And I placed my order on the 5th; they said it didn't enter their system until the 9th?? How old is their computer. Won't use them again!
Neutral greatorganics
Doerun, GA
(4 reviews)
March 20, 2009
I placed an order with Charley's of 5 or 6 items, and the entire order was backordered. I found this somewhat surprising, since the majority of the order was basic propagation items. On the plus side, a representative did call me, allowed me to make some calls to see if I could get the items elsewhere, and when I called back, politely accepted my cancellation. Further, my credit card had not been charged, since no items were shipped, which saved me the trouble of having to wait for a refund to be processed. All in all, the customer service was great, the supply side... not so spiffy.
Negative knpeterson
Waynesville, MO
(4 reviews)
March 6, 2009
I do not think I will ever order from Charley's again. This was my first and last time. I wish I would have found this website before I ordered, I would not have wasted my time with them. I ordered a small/lightweight order on 3/2/09 (Monday) and their website said that orders would be sent out in two bus. days after the order or 3 or 4 if it is the busy season. When Friday came around and no email of order shipment I called. I talked to a very catty customer rep who tartly told me that I had placed my order on Wednesday 3/04/09. I explained that no I did not I placed it on the 2nd and my confirmation email proves it. She then in a very tart tone again informed me that just because I ordered on Monday does not mean that my order was really placed then. My order was actually placed two days later. Funny, anytime I ordered from any other supplier, my order was placed at the time I placed it. I was not aware that my order was placed two days later and now it will not ship out until Tuesday (maybe). More than a week after I ordered it. The whole reason I ordered it from them was because of the quick shipping!!! I told the rep that I probably would not have ordered from them had I know this is what was going to happen and she said "Maybe you shouldn't have!"
I have noticed in this companies replies to bad feedback that they take no ownership in any of the problems. They seem to have horrible customer service and if I am nice to a customer rep, I expect the same from them. Not the case here. There is more to a company than what they sell and Charley's Greenhouse just doesn't have much going for them in the customer service department. I don't know, maybe they hire all the throwbacks from telemarketing companies or just people who suffer from narcissism.
On March 27th, 2009, knpeterson changed the rating from neutral to negative and added the following:

I am changing my feedback from Neutral to NEGATIVE! What I stated about Charley's customer service is far more true than even I believed!! After my orginal posting I received this email from the head of customer service at Charley's.

Dear KN Peterson,

I am sorry to have to contact you this way, but I am unable to locate your information in our system without having more information. I would like to start by saying that I am theOperations Manager at Charley's and am responsible for the customer service staff.

I would really like the opportunity to discuss this matter with you, should you be willing to give me a call. I understand your unhappiness, and would like to get some more information from you. I would really appreciate hearing from you on this matter.

I am sorry for your experience with our company,

Sherry Klander
Operations Manager
Charley's Greenhouse and Garden
(360) 395-3021
sherry@charleysgreenhouse.com

* I was impressed and suprised! I really thought I might have been wrong until I tried to contact her. I tried to call a couple of times and never could reach her so I left her a message on her voice mail and then I sent her an email as well. I was very pleasent and wanted to resolve this as well. I NEVER HEARD BACK FROM HER AGAIN AFTER SHE REQUESTED THAT I CONTACT HER...AND I DID, IN TWO DIFFERENT FORMS!! I hope that Charley's doesn't pay very well. At least then you could use the excuse "You get what you pay for."
Positive whitie
Baker City, OR (Zone 5b)
(8 reviews)
February 17, 2009
Ordered a couple of things for my greenhouse. They were shipped on friday and delivered to my door today(monday). One item I ordered was bubble insulation. I was able to find just the amount I needed here. Other outfits I would have had to purchase much more than I could use. Communication was good via a couple of e-mails. I also thought the shipping was very reasonable.
Negative caballosresort
(1 review)
January 30, 2009
I purchased a greenhouse from Charley’s Greenhouse and it collapsed after 5 months. I was shocked at the poor quality of the greenhouse for the price, but still hired a retired engineer and two people who work at the resort to set it up because I like things done properly. It collapsed in 5 months. It took over a month of constant calling and emailing to get a response to the problem. However, when I bought it, they quickly took my money. You can check out my greenhouse at http://www.caballosresort.com Over the last 23 years we have had greenhouses from several sources in 3 western states without any problems at all until this one.


On February 2nd, 2009, caballosresort added the following:

This greenhouse was assembled in June of 2008. It was properly anchored in the same way we anchored all our greenhouses. The problem from the start was the ridiculous way the panels are attached. The “glazing clips” were constantly working loose. Since there is only the most archaic ventilation system, if the vents are closed and the glazing clips fail, then too much pressure builds in the greenhouse. Eventually it will collapse.
On February 2nd, 2009, caballosresort added the following:

Our Costco greenhouse (see website) is located in the same place, is 4 years old now and we have had no problems with it at all.
Company representative comment on January 31, 2009:
On Jan 31, 2009 7:53 PM, Charley's Greenhouse & Garden Supply responded with:

The Facts:

This greenhouse was purchased in August of 2007

Had the greenhouse been properly anchored, it may have been able to withstand the high winds.

No greenhouse is immune to extreme weather.

Charley's strongly recommends at the time of purchase that the greenhouse be added to your homeowners insurance.

Negative toddottgardener
Grand Rapids, MI
(7 reviews)
September 25, 2008
i emailed them three times in 7 days with a simple question about polycarbonate for my greenhouse. no answer. not very good customer service.
Company representative comment on October 16, 2008:

On Oct 16, 2008 1:16 PM, Charley's Greenhouse & Garden Supply added:

Dear Valued Charley's Customer,

While we strive for nothing less than excellent customer service, sometimes things happen and we fail to do that. Our Customer Service Department sent you an e-mail, which I have shown below, in an effort to contact you. Since we have still had no response I am posting it, so that we may be able to contact you thru Daves Garden. Please know that we would like nothing more than to resolve this issue.

Sherry Klander
Operations Manager
Charley's Greenhouse and Garden









Dear Todd,

I replied to your first e-mail on September 22nd and your last e-mail on October 2nd. I don't know what may have happended to the other two e-mails. Did you receive either e-mail that I sent? I have copied the e-mails below for your information. Since we are having trouble reaching you by e-mail, would you please contact me at 1-800-322-4707?

Growing Regards,
Emmy (Mary Ellen) Hage
Charley's Greenhouse and Garden Supply



On Oct 16, 2008 1:16 PM, Charley's Greenhouse & Garden Supply added:

Dear Valued Charley's Customer,

While we strive for nothing less than excellent customer service, sometimes things happen and we fail to do that. Our Customer Service Department sent you an e-mail, which I have shown below, in an effort to contact you. Since we have still had no response I am posting it, so that we may be able to contact you thru Daves Garden. Please know that we would like nothing more than to resolve this issue.

Sherry Klander
Operations Manager
Charley's Greenhouse and Garden









Dear Todd,

I replied to your first e-mail on September 22nd and your last e-mail on October 2nd. I don't know what may have happended to the other two e-mails. Did you receive either e-mail that I sent? I have copied the e-mails below for your information. Since we are having trouble reaching you by e-mail, would you please contact me at 1-800-322-4707?

Growing Regards,
Emmy (Mary Ellen) Hage
Charley's Greenhouse and Garden Supply


Positive MollysPaws
Mount Vernon, WA
(1 review)
July 11, 2008
I have ordered seed starting supplies from Charley's for years. I love their system that waters the seedlings from the bottom. Before using this I used to get a lot of damp off and now I don't. I ordered early this year and was able to pick my order up in the store, which was nice with a order over the web.
Positive ruiztomato
Mount Vernon, WA
(1 review)
May 21, 2008
I have been a customer for about 3 years now. They have everything I need to grow tomatoes and peppers. They dont sell seeds but they carry everything else. I use their seaweed fertilizer and Elenors vf11. These are the best ones I have used. I also like the fact that they are open 7 days a week. I love Charleys and will continue to shop there for all my gardening supplies. Maybe some day I will be able to buy a greenhouse!
Negative lplaut
Lummi Island, WA
(1 review)
April 19, 2008
If you're looking for inept customer service, poor quality goods, and high prices, then by all means shop Charley's. If, however, you'd rather spend your time and money gardening than trying to get refunds or responses when equipment doesn't work, I'd highly recommend that you look somewhere else! I've wasted countless hours and lost literally thousands of dollars due to a greenhouse that my husband purchased for me at Charley's. I would echo some of the other comments here in terms of Charley's tendency to send the wrong manual or wrong pieces when "fixing" a problem. Stay away from these folks, and you'll sleep better at night!
Negative cop327
Fulton, MO
(1 review)
January 2, 2008
Ordered a greenhouse they sent the wrong instructions also sent some wrong parts/pieces. They did not return many phone calls we had to recall them. Stated they would pass the info on to the appropriate person never got a call back from either. I would never buy anything from these people. Their customer service was horrible.
Positive BillKrause
Concrete, WA
(1 review)
December 14, 2007
Bought Greenhouse from them and quite a bit of merchandise from them as well. They give a 10% discount on merchandise purchased for one year after purchase of greenhouse. This saved me a lot of money, They are local for me, a 45 minute drive, so I visit them frequently. I like being able to see things in person. Customer service is absolutely outstanding, very very helpful and knowledgeable. They also seem to have things that others don't like an eight bulb florescent fixture. I am using one in the greenhouse and one indoors on three big citrus trees
On December 15th, 2007, BillKrause added the following:

I have read some of the negative comments about Charley's and I am a little surprised because it is so contrary to my own experience with Charley's. I bought one of those small portable greenhouses from another excellent supplier. My wife and I had a devil of a time putting it together. The instrucftions were awful and it was hard for the supplier to explain it to me over the phone so my wife loaded the half assembled greenhouse in the back of her car and took it to Charley's They helped her assemble some more of the greenhouse and gave her instructions that she was able to understand so she could finish the job. It wasn't their grenhouse or really their problem but they still helped us and didn't charge us for their time. To me that's pretty exceptional service
Positive city_farmer
Seattle, WA
(2 reviews)
September 21, 2007
My review disappeared when I tried to edit it; I'm trying again; hope this doesn't appear twice!

I had an EXCELLENT experience with Charley's. I'd bought 3 cold frames from their catalog about 2 1/2 months ago. (It got here pretty quickly. I just didn't need them yet, in July...) When I finally got around to putting them together and trying to use them, I found them to be pretty flimsy. I called Charley's, and they told me that they would pay to have them shipped back, and refund me in full. I was pretty pleased, since I'd had them awhile.
Because these guys were standing behind their merchandise, I decided to drive up to Mt. Vernon on a day off to buy new coldframes. (It's about an hour from Seattle.) It was worth it! They showed me their new coldframes (they'd discontinued the old line and replaced them with something better), taking them out of the box and showing me how they're assembled. (At one point there were 3 employees crouched on the floor looking at the cold frame with me; they all wanted to be familiar with the new line.) I couldn't believe how nice they were about the whole thing. They apologized for inconveniencing me, even though they would have paid the cost of just shipping back the old one.
I ended up finding some cool things I've had my eye for but hadn't been able to find: A nice weed flamer for only $45, row cover fabric, a push-lawnmower blade sharpener (one of the staffers saved from getting the wrong kind--phew), a nifty plastic umbrella cloche--$20. One thing I needed was out of stock, and they told me they'd ship to me when it came in--for free. Wow!
So I really couldn't have had a better experience. They stood behind a poor product, and I was pleased to find a very nice little store full of helpful and pleasant staff, well stocked with well-priced garden staples, as well as some extremely nice accessories. (I want that hardwood window planter, with the plant light on the bottom shelf!) If I'm ever in the market for a full greenhouse, I'll get it from these guys.
Negative OrchidFan2
Tampa, FL
(1 review)
August 8, 2007
Went to their website to find an item - it was listed "on sale" mailed a check to them. They called and said product amount was on check was wrong and that item was not "on sale". Told company representative that when I last looked on their website it was "on sale". They didn't say a word - offered no explanation but sent my check back to me upon request. So basically they do not honor the price that was advertised.

This website lists no details regarding sale items such as time limits/expiration on sale items, or any terms of provisions whatsoever. Appeared to me like the ole "bait and switch" tactic which is unprofessional and bush league. This company is not a customer-satisfaction based company. Would highly recommend that people avoid this company. For a sum of $5 they lost a potential customer and potential referrals.
OrchidFan2
Neutral PabloVerde
Canton, GA
(11 reviews)
July 20, 2007
The Positive: I like getting their catalog. I think their web site is easy to use and provide lots of back up information on the products. One of the better ones around.

The Negative: My small order was placed on June 27th. Shipping didn't happen until July 3rd. Received on the July 13th. The one item I really wanted was back ordered (although it still shows as "in-stock" on the web site). No idea if or when it will be shipped.

I would order from them again, but only if I wasn't in a hurry and it isn't for something I needed right away.
Positive TILLYSUE
Everett, WA
(1 review)
July 20, 2007
I have had my greenhouse for 3 years. My purchases have been via call in orders or visiting the store. I have had nothing but EXCELLENT customer service and was very fast. When my husband was building my greenhouse some pieces were missing from the kit, and we were also putting it on a foundation. My husband went up to the store and Charley himself actually help him. Charley not only “gave” us replacement pieces, he helped us design a door that would work with our alternate design and gave suggestions on adding cedar on the interior of the foundation. And we hadn’t even bought our greenhouse from Charley’s! My greenhouse turned out beautiful! When we had hurricane force winds this winter and several of my panels came off losing all the clips, I ran up to Charley’s. They were sold out of clips, so they went to the supply of clips they use for their display greenhouses and (once again) “gave” me about 25 clips so I could get my panels back up! I’ve compared prices and found like any other stores some items are higher and some are lower. I’ve bought all my greenhouse supplies at Charley’s and found them to always be friendly, knowledgeable and willing to help when I have questions about greenhouse gardening.
Negative snakemtn
Vergennes, VT
(1 review)
July 4, 2007
Overpriced merchandise, EXTREMELY slow order fulfillment, and TERRIBLE customer service make a perfect trifecta. There are lots of better options out there from companies that really want to earn their customer's trust and respect. Don't waste your time (and money) with these inept people.
Negative GregoryMayfield
Pleasant Hill, CA
(2 reviews)
May 16, 2007
I found Charley's Greenhouse having very poor customer follow through and service over all. I ordered a evaporative cooler and a shade cloth for my greenhouse. It took many phone calls and emails within two months to get them to tell me when my products were going to be shipped and tracking numbers information. Customer service staff wouldn't call me back after leaving messages for them. Emails weren't also returned. My evaporative cooler was delivered damaged and still haven't worked them problem out. And the cooler didn't look like the one in their website. If you order from them have a paper trail concerning the order and when they say they will deliver the products.

Gregory Mayfield
Pleasant Hill, CA
On June 14th, 2007, GregoryMayfield added the following:

June 14th. 2007 After Posting feedback. I received a call from the very person in Charley's Greenhouse customer service that I had problems with. Telling me that "Maybe I shouldn't shop at Charley's Greenhouse if I had so many problems". This person was very unprofessional and instead of taking the comments and building a better relationship with a customer. She went the other way. If you purchase items, document your purchases and delivery dates you may need them later on. And if you post any negative comments you may also get a "shop somewhere else" call of your own from Charley's Greenhouse.
Company representative comment on July 21, 2007:
In response to Mrs. Mayfield:

HOW TO BE A GOOD CUSTOMER: We realized that most folks have never been trained to be a good customer, so we decided to offer a few pointers. First of all, become an educated customer by reading the catalog instructions carefully (if you are reading this, it's a good sign). When calling, please be patient. While you are the most important person at that moment, there are many more of you than there are of us, either on the other line, or standing at our office door.

Whether on the phone or in person, it is important to be nice. Nice customers get amazingly better results than those with a different attitude. We hire only nice people, and we want only nice customers. If you are a *mean person*, we will be glad to provide you with a list of companies that deserve your business.

Our company uses a thought process called logic. Logic dictates that if you order products and forget to open them for a couple of months, don't ask us to send free replacements. If your products are fine when they arrive, and are later eaten by a vicious monster, die from drought, or look like a fire hydrant to your dog...don't ask for more...to quote Trek's Spock, "It is illogical."

We understand that folks change their minds...no problem. The changing of one's mind at the last minute inevitably causes snafus on the receiving end. Please, if you change your mind, do so far enough in advance that we can accommodate your change. Too many last minute shipping changes have resulted in unwanted mixups, not to mention a Valium dispenser in our shipping department!

Thank you, *barrowed from Plant Delights Nursury, INC Thank you for such a wonderful Creed that certian people should live by.
Positive bagel_k
Central, NJ (Zone 6b)
(11 reviews)
May 1, 2007
I've ordered windowsill plant saver tray from Charley's. It arrived fast and turned out to be of very good quality for quite reasonable price. I used it to keep all my seedlings watered while I had to go away for several days, as I don't trust my DH to take care of watering. It worked just great, and I am very happy with this system. I am planning to use it for vacation watering too, but I wish I've bought two of those.
Positive WaterCan2
Eastern Long Island, NY (Zone 7a)
(21 reviews)
April 8, 2007
Prompt, professional service has been my experience. I've been ordering with them for about 7yrs now, haven't had a single problem yet.
Positive plantaholic2
N Middlesex County, MA (Zone 5a)
(15 reviews)
March 14, 2007
I just had an EXCELLENT customer service experience with Charley's. I had ordered a pair of garden shoes and never saw the description that said the sizes listed were men's sizes. Being a woman, the shoes that arrived were too big as expected. They agreed to replace them with no additional shipping costs. Of course I stated that they should have made the sizing information more prominent, but still it was good of them to accomodate me so readily.

And if you were ever wondering if the Muck garden shoes were any good, they are great. I have a pair that I have worn for 4-5 years, but the tread is finally wearing out, so I decided to get a new pair.
Positive shermsgarden
Snohomish, WA
(4 reviews)
February 15, 2007
Just ordered an item from Charleys that was processed and received very promptly. When I called the day after I placed the order to see if the item was in stock (had had a bad experience with another company with this item) they were polite and courteous - had also sent an email and their response was prompt and courteous as well. The price was slightly higher, but worth it since the service was SO much better. Have ordered from them before and they have been quite supportive of products after shipment - will order from them again.
Positive cannaqueen
Mantua, OH (Zone 5a)
(19 reviews)
February 5, 2007
I ordered seed starting trays, inserts and domes from their
catalog. I sent in a check to cover the costs of the items.
I mailed the order on January 9th and just received my order
the end of January. Customer service informed me I did not
send enough money for the order, so I had to write another
check and send it to them. Getting two checks to clear took
a lot of time. I had to place several calls to check on the status of my order. Staff tolerated my impatience quite well.
They are a good source for seed starting supplies........
Positive sacajawea
Keswick, VA
(14 reviews)
January 29, 2007
I just placed my yearly order for flats and pots from Charley's. I have ordered from them for more years than I care to count and have always had remarkable service. There are other greenhouse places closer - and I have tried a few, however, you just can't beat Charley's. If an item is on back order (very rare) you are informed. My orders are varied - flats, pots, seed cables, equipment, lights, fertilizers etc: I thank them for being so reliable.
On June 20th, 2009, sacajawea added the following:

Through the years Charley's has been my mainstay for supplies. For years I grew an enormous amount of tomato plants in my greenhouse for one person (218 plants one year) and I have a tiny greenhouse. The person died and I gave up the tomato plants (much to the distain of my friends and kids) and don't need a lot of supplies. However, I know if I am looking for "something" chances are Charley's will have it. Yes, the shipping rates are high but they are on the West Coast and I am on the East Coast.
A few times I have contacted them by phone and have certainly found them helpful and pleasant.
Positive Allison_FL
Dunedin, FL (Zone 10b)
(16 reviews)
January 25, 2007
Great service , great prices, low shipping and much more !
Neutral mawg
Durham, CT
(5 reviews)
January 24, 2007
I have no real complaint with Charley's, except for the fact that they insist on using Fed Ex to ship orders. My last order was in early December, but I recieved it three weeks later. The shipper was supposed to leave it by the back door, but it was left on the ground next to the mailbox, a tenth of a mile from my house. The order was split, and again I left instructions where to put it, but they weren't followed. I asked the order person at Charley's to please ship it via UPS or US Postal. They said they can't because they have a contract with Fed Ex.
Negative mtntrtl
Portland, ME
(1 review)
November 8, 2006
I ordered some beneficial insects from Charleys, a company I had done decent business with before. I paid for 2day shipping for an expensive (to me) order of bugs. On the same day, I placed a similar order for different bugs from another retailer. The other retailer (GreenMethods I believe) shipped them to me and they arriaved in great shape two days later. The order from Charleys did not arrive for nine days!!!!! I worked from home for 5 business days waiting for the bugs, by day 9, I had to go out of town. The bugs finally arrived and inspite of the two day shipping, they were dead. Charleys has been very rude, told me it was my fault I was not waiting at home (even though I waited for 5 days!!!!). They are refusing to send more bugs or to credit my account. I am out a good amount of money and they are being very rude on the phone and blaming me!

I had done business with them before and while the products were great, they took much longer to ship supplies than anyone else I had ordered from (up to a month). I never expected that This trend would hold on living material. Apparantly, once you order live stuff from Charleys, you have to take a month off work to wait for the order.
Negative lmtsher
Saint Paul, MN
(13 reviews)
July 11, 2006
I placed an order for a small amount of shade cloth on 6/13. As of 7/11, I still have neither received the shipment, nor an explanation as to why it is not here. I consider this unacceptable service.
Neutral oncamano
Camano, WA
(1 review)
January 14, 2006
I placed my first order on their website, which I found easy to use and contained a great deal of information. My order showed up in just a few days. All of the items were as discribed and in perfect condition. I will definitely buy from them again

Note from the Garden Watchdog editors:


It is the policy of the Watchdog that companies may not pose as their own customer in order to leave feedback. This rating was submitted from the same IP address as the representative of this company, and was changed from positive to neutral so that it would not affect the overall rating given by customers.
Positive Phalfriend
Sarasota, FL (Zone 10a)
(2 reviews)
November 8, 2005
Have done business with Charley's for years, they are for some time now my only source for the orchid pots that my plants really like. Their service has been great, quick and friendly. Also they are a souce for other hard to find items...good job folks!!
Positive hotmama
Willow Springs, IL
(20 reviews)
November 2, 2005
I made an initial order from Charley's greenhouse just special plastic labels and plastic cone pots that I wanted to try(and couldn't find elsewhere. I was emailed a tracking notice(for Fed ex). The package arrived promptly, everything was nicely packed and in good condition. My only criticism was the postage, wow. It was only a 3 lbs.pkg. and it would certainly put the skids on making a larger order.
I know postage rates have gone up but I prefer to be charged actual rates and not an sum determined by amount of order.
Positive admodeva
Dutton, AL (Zone 7a)
(20 reviews)
August 7, 2005
I recently ordered a patio greenhouse, solar light and a folding fence from Charley's and I think this is a top notch company. I got an order confirmation but didn't hear anything else for a couple weeks, so I emailed them to see if my stuff was backordered. Customer service (TJ and another lady) called and emailed the next day,said there was a computer glitch and they had a copy of my order but it was never processed. I really appreciated that they were friendly and quickly fixed the problem with no hassles. I got my order that same week. Especially love the patio greenhouse, it is larger than I expected and seems sturdy and good quality. I would feel confident ordering anything from this place.

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