Posted on July 11, 2017, updated July 11, 2017
Posted on July 11, 2017, updated July 11, 2017
Posted on July 9, 2017, updated July 11, 2017
I have a hearing loss and learning disabilities so please excuse any mistakes .I contacted this company and spoke to Ryan explaining that I needed some fabric or shield to put on my RV shelter in order to block my RV from being seen so much darker would not know whether I was home or gone. He was kind enough to give me a military discount. However, after one month my products still have not arrived. I sent an email to the company and then received my products. Unfortunately, the product was not the proper measurement as Ryan made a mistake which he later admitted. I called the company and told them this was the life safety issue and it was orange and I get this resolved as quickly as possible and the receptionist assured me she would message Ryan and he would contact me as soon as possible however my calls and emails went on answered. I contacted the actual manufacturer green tec and they said they would remake the products once the original company contacted them and I would not have to worry about sending back the one with the mistake. Later I put the material in front of my RV shelter and it was clearly see-through and was totally useless for my purposes. I will say the product was well-made by the manufacturer but would clearly not work for my needs. After many unanswered emails and phone calls I finally was able to speak to Ryan who admitted his mistake. he wanted me to ship back the one material I did not come in a box nor did I have a box in addition my hand is fractured and this wasn\\\\\\\'t my mistake. He said I could just take part of the loss and he will take part of the loss and he would refund me $86 but when I looked on my bank I only received $50 back and I was beyond furious as I can understand people making a mistake but I cannot understand people deliberately lying . This situation has caused me so much stress as being a previous client victim that I had to seek medical treatment. I made repeated calls and send emails including to the company president and did not hear back until finally I heard back after posting on Facebook. This is now the second weekend including the holiday weekend that I\\\\\\\'ve had to deal with this issue and have been out my money. I now have to get different material from another company and wait longer put in the safety of my military service dog and myself at risk and in addition putting me into financial difficulty. The other issue I have is that you cannot actually post reviews without them approving it on their own website so in no way would I ever trust their reviews because they\\\\\\\'re only of course going to put positive reviews. I have filed a complaint with the Better Business Bureau, written several reviews including on Facebook. I have asked that Ryan in no manner ever get in touch with me again and the commentator a Facebook assures me somebody will be in touch with me soon after the weekend. I will have to see if that will actually occur. I hate to have to go through trying to file a charge back which could take months or take legal action as it would cost me more than the actual products. Again, I can understand individuals making a mistake but I cannot understand people lying to me and not taking full responsibility for their mistake and wanting me to have to waste more time and effort in order to cover their error I would highly recommend you take your business to a company that stands behind their product and has morals. I also contacted the president of this company I have yet to hear back so we will see what next week brings as I cannot state how much stress this situation has caused for me and my service dog On July 10th, 2017, Militarymedic added the following:
I filed a complaint with the BBB and was advised that they would process a full refund however they personally attacked me /my personality /my social media posting.The owner represents himself as a Christian but attacking me as well as the other BBB complaint is beyond unprofessional /wrong!!!He was upset that I wrote him on FB too but had I NOT posted on social media and the BBB I doubt that I would have received my refund ( yet to receive Waiting ).They select which reviews to post on their website then personnelly attack anyone who dares to complaining even implying I made the measurement mistake NOT Ryan and he admitted it.People make mistakes but he promised me an 86 dollar refund which I accepted not 50 and the material would not work anyway although it was well made by Green Tek .Personnelly ,attacking me will not make me remove or update my reviews which I would have done had he not said I was over the top ,etc ....I highly recommend you bypass Greenhouse Mega store and go directly to the manufacturer because if you have any issues they will blame you and they are very unprofessional so no matter what they choose to write about me they are a horribly negative experience who fails to respond to calls /emails but do respond on social media .Sad but true as they left me no choice .Will see if I actually receive my refund .Actually ,nervous as they have my credit card information so might be a good idea for me to contact the bank and cancel my card . On July 10th, 2017, Militarymedic added the following:
I filed a complaint with the BBB and was advised that they would process a full refund however they personally attacked me /my personality /my social media posting.The owner represents himself as a Christian but attacking me as well as the other BBB complaint is beyond unprofessional /wrong!!!He was upset that I wrote him on FB too but had I NOT posted on social media and the BBB I doubt that I would have received my refund ( yet to receive Waiting ).They select which reviews to post on their website then personnelly attack anyone who dares to complaining even implying I made the measurement mistake NOT Ryan and he admitted it.People make mistakes but he promised me an 86 dollar refund which I accepted not 50 and the material would not work anyway although it was well made by Green Tek .Personnelly ,attacking me will not make me remove or update my reviews which I would have done had he not said I was over the top ,etc ....I highly recommend you bypass Greenhouse Mega store and go directly to the manufacturer because if you have any issues they will blame you and they are very unprofessional so no matter what they choose to write about me they are a horribly negative experience who fails to respond to calls /emails but do respond on social media .Sad but true as they left me no choice .Will see if I actually receive my refund .Actually ,nervous as they have my credit card information so might be a good idea for me to contact the bank and cancel my card . On July 11th, 2017, Militarymedic added the following:
This is the LAST comment I will make and pray the individual at Greenhouse is NEVER a crime victim .I said I was in a protection program NOT witness protection after being shot through the chest in a domestic violence incident( not that it's your business ) and that I needed material to block my camper so my stalker could NOT tell if I was home or traveling .How dare you judge me a crime survivor or anyone.I wrote the president of the company ( never responded ) after his company failed to respond .I did however get a response after I wrote on social media .Until , you walk a mile in my shoes keep your opinionated judgements and unprofessional statements to yourself as I am moving forward .You are NOT worth my time /energy .I do appreciate the refund and now have the beautiful material I need to keep my service dog and I safe !!Maybe, you should look how you attack any customers who say anything negative and refuse to post their reviews on your website .Thank you to this great website !!!Be safe and may all your dreams come true!!!Company representative comment on July 11, 2017: On Jul 11, 2017 6:52 AM, GreenhouseMegaStore.com (IGC) responded with:
We have been in business for 24 years and during that time had the privilege of helping over 670,000 customers discover the joys of horticulture and greenhouse gardening. We are not a perfect company and despite our best efforts we make mistakes from time to time however we have always been committed to doing everything within reason to make things right as evidenced by the fact that we have refunded this particular customer in full even though she was unwilling to allow us to fix the problem or have the product picked up for return.
However, over all of those years and with all of these customers this is the very first time our company:
- has been accused of putting a customer's life in "jeopardy" because her shade cloth was the incorrect size
- had a customer claim they were in the witness protection program
- had a customer claim that we didn't care about her dog (we love dogs here at the GreenhouseMegastore!)
- had a customer send over the top messages to our company President's personal Facebook and Linked-in accounts
- had a customer claim we were not Christian enough
In conclusion, we believe we have gone above and beyond in servicing this customer and trust our future customers to make their own determinations about the circumstances surrounding this particular incident.
I started calling the Greenhouse store in Sacramento, on a 3 way call with my Project Manager Casey, where I placed my original order, today at 1:45PM, when I received my products, to tell them both products I ordered were damaged. I dealt with my original salesman, Ephrem.
Apparently Ephrem is new and not very knowledgeable. When I asked questions about my order, that he couldn't answer, he finally let me talk to Nathan, who was more informative and answered my question.
I ordered clear film and black & white film for over $2500.00. Both films had puncture holes in them. In the meantime, I'm paying a crew on standby to install the films on the greenhouse today.
After being treated very rudely by Ephrem when I asked to speak to a manager at the store, I was refused and hung up on! When we thought it was a mistake, we phoned back, and no one answered the phone?
This is not how you run a business. This not customer service.
I then called the customer service number, and spoke with Sarah, who assured me she would get my situation handled immediately and would pass it on to higher management. Additionally, I complained about our salesman Ephrem, hanging up on us, and not a competent salesperson, she told me she would pass it on.
Sarah phoned me back to ask if we notated damage on the invoice, and took pictures. We did both. She then, told me again, she would work on this, and some type of compromise, and get back to me.
Not only did she to NOT get back to me, she had Ephrem phone back the project manager, Casey to state he couldn't do anything, tried to sell him an inferior product, and would have no information until Monday.
I tried to call Sarah back in customer service, spoke with Gina, and was told she wasn't available, but someone would get back to me.
I called 5 minutes later and they were closed!!!
I'm extremely upset at the follow through and Lack of customer service.
Not to mention the money wasted on a crew that could not install the films.
I would like a Manager to call us back. Company representative comment on June 16, 2017: On Jun 16, 2017 2:56 PM, GreenhouseMegaStore.com (IGC) responded with:
We have resolved this situation with the customer as evidenced by the follow-up post on our Facebook page [HYPERLINK@www.facebook.com]
Christy Bono to Greenhouse Megastore
3 hrs ·
I'd like to post an update from my previous complaint re: Customer Service.
Ben George got back to me, and was very caring and attentive about my situation.
He discounted my purchases, and really cares about the Company's reputation.
It's rare that an owner goes out of their way to rectify a problem, and It restored my faith in mankind.
First off, in this day and age be very cautious of a company that does not allow real reviews on their own web site. Also, be very aware, that if you do business with this company, be prepared to be frustrated. I own a farm and I am very familiar with hoop houses or high tunnels. We use them a lot and for many different purposes. We run a u-pick farm and so I have plenty of people to show this particular hoop house to. The standard construction is basic, you have a bunch of predrilled, pre bent galvanized pipes that are assembled for the hoop part and then a bunch of purlins to hold it all together. Go to their website. Look at the hoop houses and photos. They include pictures of the round and square tubes. You may think that you are purchasing a standard hoop house with round pipe sides and square pipe purlins. There are no detailed pictures of any of the houses. Just basic blurry photos that you cannot make out. Because what you actually get is some stamped flat galvanized steel for sides and likewise for the purlins. They throw in some cheap strapping material that showed up bent and unusable. Buyer beware. Oh, and just try to get in touch with customer service. Good Luck. Picking season has started and I am posting a laminated copy of the website and the condition that material showed up in, just to inform my customers what to expect if any of them decide to order from Greenhouse Megastore.
I ordered seed starting supplies, including a fluorescent fixture. The bulbs made a rattling sound and were not lighting evenly, so I called customer service. They said the bulbs were damaged during shipping and provided me with four new 2' bulbs. Very friendly and helpful. I like their pots, especially the ones that can fit into the carrying trays they offer.
cynfox2 Morgantown, WV (1 review) February 18, 2017
I do a lot of online shopping and have only a couple times ever posted on a product or company but I appreciate and a guided by reviews with substancee myself, so I thought a review of my recent experience ight help someone. Earlier this month I entered my first order on greenhousemegastore.com.
They were fast, reasonably priced and what you see on the website is accurate
I ordered a 4 cu ft bag of Pro-mix BX and a big bag of coarse vermiculite, two things it is possible to get locally in WV only in tiny expensive bags. The order arrived in only 2 days after I placed it ! The shipping was costly but that was necessary because this stuff is so bulky and heavy. Even with the shipping it was much cheaper than buying it locally and also it was the only way to get exactly what I wanted. This order was kind of a test for me: I did not want to order everything i wanted in one expensive order if it the vendor made mistakes or if the stuff I ordered did not seem to be how it appeared online.
So I then ordered the rest of the stuff, and it again arrived in good shape (had somewhat fragile pots and a thermometer )and again in 2 days post placing order. I love the super cheap 4.5 inch pot labels on a roll. I especially LOVE my new English-made" Tidy Tray", which is well designed, very sturdy potting tray that allows me to actually do re-potting in winter on my kitchen counter top very cleanly and for only about $10 a complete steal ! And the shipping for these as well as a dozen plastic trays, plus a separate 14 x 14 inch box full of 2.5 inch pots was less than $10. I do not even have a greenhouse (yet) but I am totally sold on these guys.
Posted on February 16, 2017, updated February 16, 2017
I am writing this review in hopes of saving others the trouble in deciding whether or not to purchase a product from the Mega Greenhouse Store. Do. Not. Do it. Just don’t. There are other reviews which warn about the Greenhouse Store, and I should have taken heed of them.
I purchased the Flower House Pop Up Greenhouse on Feb 5 2017. The product arrived quickly, and I was excited to get it set up. However, the moment I opened the outer box, it was blatantly obvious that the actual product box had been cut open, and re-taped shut multiple times. When I removed the product, it seemed fine, though, so I proceeded with setup. I am a camper with years of experience putting up tents. Even without instructions, setting up the greenhouse should have been easy. While it “popped up”, though, nothing worked correctly. Only after struggling with it for about twenty minutes, did I realize that the entire thing had been twisted around and forcibly folded up and stored in the carry bag INSIDE OUT. Once I carefully went through the effort of turning the entire thing right side out (which was NOT easy) I was able to get the poles inserted. It was still not “easy” however, and as soon as the structure was up, I started finding issues. There was dirt, dried mud and bird poop in multiple places on the outside of the house. There were two holes in the plastic, and a huge rip in the nylon flange on the door. In addition, as I was examining the outside, and documenting all of these problems, I watched with my own eyes, as the clear plastic spontaneously split open along the stitches in one section of the roof panel. The greenhouse had been, by that time, up for almost ten minutes, with no wind There was literally no reason for the panel to rupture other than poor quality.
The Greenhouse Megastore states that it offers “hassle free” returns. This is a lie. You must contact them and get a Return Material Authorization Number before you can ever go about returning anything. I contacted them on Feb. 12, and have yet to receive a response. Furthermore, YOU have to pay full shipping, and if you even opened your box (which, it’s impossible to ever discover there’s a problem without opening the box) you ALSO have to pay a 15% restocking fee. So even if you do get a “full refund” (no guarantee, as they have to decide if it’s actually defective, and there are multiple exclusions) you’re still out shipping costs (which in my case would be $40+ dollars) AND you’re out the 15% restocking fee. The Greenhouse Megastore states that even if it won’t refund prices, it’ll “replace” them with new ones, however, considering that they sent me a damaged, and pre-used item to start with, I have zero faith that I would ever receive a new, undamaged product.
The store obvious does not check returned merchandise, just resells it to unsuspecting customers. I refuse to send the product back when it’s full of holes, all but one of which were ALREADY THERE, just so the Greenhouse Megastore can turn around and resell the item and make more money off of it, which is exactly what they did to me. The greenhouse I was sent had been opened, used, damaged, and returned INSIDE OUT, yet it was sold to a new customer as is. Yet now I’m expected to pay for shipping AND a 15% restocking fee, on an item that basically arrived as trash. When I contacted customer service, I demanded a full refund, and explained that I would not be returning the item because I refuse to send it back, and participate in their scheme, knowing that they’ll sell it to someone else. I’ve never received so much as an acknowledgment of my complaint.
This is no way of doing business, and I will never buy anything from the Greenhouse Megastore. Furthermore, I intend to warn others off from utilizing them as clearly, they play a numbers game, banking on selling to enough people to counter those who have issues with them. One of the worse examples of a company I’ve ever encountered.On February 16th, 2017, ArtemisGrey changed the rating from negative to positive and added the following:
Please DISREGARD the original comment. I've spoken with customer service, my original contact never made it. I've received a full refund, and new pop up greenhouse. GREENHOUSE MEGASTORE TOOK EXCELLENT CARE OF ME. Thank you.
hjleevta Ventura, CA (Zone 10b) (6 reviews) June 6, 2016
I've purchased from them a number of times, generally propagation materials, and most recently watering trays I use in propagation. I've never had the need for customer service. Each order was processed and delivered in a timely manor and I got what I expected.
pkalisz Mercer County, KY (Zone 6b) (6 reviews) April 13, 2016
I have made about a half dozen purchases (including polycarbonate glazing and a custom-made shade cloth for a greenhouse that I built) from this company and have been satisfied in all cases. Their prices are the best, shipping is fast, their website provides a lot of basic Q/A on their products, and I received useful advice on the occasions when I contacted them by phone for technical help.
MVIsland MA, MA (Zone 7a) (9 reviews) April 8, 2016
I live on an island, and was in the middle of recovering my greenhouse when I realized I needed about 12 more U Channels for my polycarbonate sheeting. I called GreenhouseMegaStore to make sure they had them in stock. They did. I placed my order over the phone. I needed the order quickly so I chose 3 day delivery (which was very reasonable) and got exactly what I ordered in 3 days. Was excellent to do business with. They are now my "go-to" company for my greenhouse supplies....
I ordered a heavy duty commercial propagation mat in September for our Spring sowing. Since I didn't need it for several months, I didn't even open the package until February. To my incredible dismay, instead of the expensive nice commercial mat I had ordered, they sent the cheap one that heats very unevenly, and in fact we were replacing! It was far beyond any reasonable return period, and I really had no proof to show that they sent the wrong one, but I called customer service anyway hoping for the tiny chance that they would be willing to take me at my word. To my complete shock, they only asked for a photo of the incorrect item in it's box, then immediately sent out the correct one! I received the right one a few days ago, and couldn't be happier that I chose this company to buy it from. In fact, they didn't even want the incorrect item back... they simply asked that it be donated to a school or shelter. Done!
wittyusername Los Angeles, CA (Zone 10a) (3 reviews) March 21, 2016
I've placed a couple of orders with Greenhouse Megastore. They have great prices and quick shipping. I've always been pleased with their service. With my latest order a mistake was made - I ordered some pots and they sent the wrong size. It was just an honest mistake. Regardless, I was able to get someone on the phone without a problem and they were immediately apologetic and did everything they could to right the mistake as quickly as possible. I was VERY impressed with their response. Within a day they had done the following: 1.) sent UPS out to pick up the mistaken products (free of charge, naturally), 2.) sent out the products I originally ordered, and 3.) refunded the shipping costs of my original order (which was a nice, considerate touch). I honestly couldn't have asked for a better resolution to this. I don't know when I will need to place another order from them, but I have no qualms about doing so in the future.
Posted on December 21, 2015, updated December 22, 2015
I ordered 10 seedling flats with humidity lids from this company. The trays arrived promptly, minus the lids. I still haven\'t heard back from their customer service department.
I wouldn\'t recommend ordering from this company given my limited experience so far.On December 22nd, 2015, Mittwoch changed the rating from negative to positive and added the following:
I received the humidity domes that I originally ordered today, which means someone got right on my emails even if I didn't receive them.
The quality of the assembled items is also superior to what I've been able to obtain locally. Changing my negative rating to positive. Would and probably will order from this company again.Company representative comment on December 22, 2015: On Dec 22, 2015 9:25 AM, GreenhouseMegaStore.com (IGC) responded with:
Our customer service department received an email from the customer at 8:24 p.m. on Thursday, December 17th stating that they had not received the Humidity Domes with their order of 1020 Trays. Our customer service department sent the following response on Friday, December 18th at 7:53 a.m. -
"Good morning, I am very sorry. I will see that the missing domes are shipped today."
Our records indicate that the missing Humidity Domes left our warehouse on 12/18/15 via UPS Ground shipment. As of now, we show that this shipment is scheduled for arrival at the customer's location as of today.
We are unaware of any issues with our email client, however, we are double checking to verify that all of our email responses are reaching our customers in a timely manner as our company strives to make our customers shopping experience as satisfactory as possible. Our customer service department is following up with the customer in regards to this matter.
aimeej Albuquerque, NM (10 reviews) December 22, 2015
First let me say that I found this company on a web search for plant trays for my african violet collection that I grow under lights. I had never heard of this company before so this review is as unbiased as it comes. I found the perfect trays in various sizes at a very good price with a very reasonable shipping charge so I ordered several of them. They arrived quickly and and were perfect. I have since ordered more along with a compost bucket and a shrub cover. Some of the trays were out of stock and were shipped a little later. My experience with Greenhouse MegaStore has been nothing but positive. My only issue is that the customer service rep I spoke to about the backorder was not very pleasant. Otherwise I recommend them.
brianaucuba PEQUEA, PA (Zone 6b) (16 reviews) July 15, 2015
I had been looking for a specific size and style pot that my local nursery no longer carries when I found it on this company's website. I needed the pots for a specific streetscaping project and they had to match the pots I already had. It was very easy to order online. The pots arrived quickly and in perfect shape. I would not hesitate to order again.
Posted on July 15, 2015, updated July 15, 2015 On July 15th, 2015, Bansheeman added the following:
Consider this a CONSUMER ALERT! I believe it is important to put this information out onto the internet on any consumer site for those who may be considering the purchase any greenhouse. DO NOT, I repeat, DO NOT do business with the Green House Mega Store / International Greenhouse Company or any of its affiliates. If anyone has posted any positive reviews on this company they are friends, family members or employees or they have never bought a greenhouse from them.
These are my main complaints; the product I purchased was a hobby greenhouse for my wife, the reviews, price and information about this greenhouse made it appealing. The greenhouse arrived in two separate packages, one contained the plastic panes the other had the aluminum pieces for the frame. They use a strange plastic boxing material, the one that contained the aluminum was shredded when it arrived. My wife and I opened the package and found most of the aluminum was fine however some of the pieces we dented on the ends and some had other minor damage I corrected/fixed with a rubber mallet.
We proceeded to put the greenhouse together which from the onset we recognized it was a piece of junk, very flimsy, poorly manufactured and not what was represented in the advertising, and the direction stink. Half way through constructing this junk we decided we should return it for a refund and consider a different greenhouse…this is when all of my problems started with this company.
I contacted the Customer Service department to see if they would send UPS to pick the greenhouse up for a return and a refund, eventually after much frustration I was put in contact with Sam George who is somehow related to David George the President of this company. Sam was not very responsive when I first tried to contact him and he did eventually answered my emails. After I described my experience and disappointment with their product and that I wanted to return it, he explained I would have to pay for shipping the merchandise back and pay a 15% restocking fee which he reduced to 10% after my objections to their absurd policies (he thought this was a kind gesture)…in one email Sam instead of trying to work with me suggested I keep the greenhouse because the cost of returning it would be too expensive…WHAT?! Basically he believed by making it difficult for me to return the item that I would just keep it because of the hassle. Sam further stated that once a package is opened then returned to them they charge a restocking fee, I tried to explain to him one of the packages was shredded, unusable to return any items, and I further stated how can any consumer decide if a product is usable, damaged or a decent product without opening the package?
Any consumer is immediately put at a disadvantage when they order any product from this company, any consumer would have to refuse the package when delivered by UPS at the point of delivery and never open it to have any chance of getting a full refund and not paying any shipping fees. I believe the company intentionally makes this process difficult so you are stuck with their merchandise whether you like it or not. I believe they have deceptive and unfriendly policies which are not geared to help a dissatisfied customer and are only concerned with making any margins/profit at any cost to the consumer. Not only did I pay for shipping, this company will make money from the 10% restocking fee, then they will repackage it and sell it to some other uninformed consumer, this is a win situation for this company while the consumer is taken advantage of at a huge cost to the consumer.
Because of where I live I buy most things over the internet, I have literally spent thousands of dollars buying anything you could imagine, some things so large they had to be crated. I can honestly say I have NEVER been treated so poorly by any company when I needed to return an item, in fact I have never had to pay for shipping any item back or was ever charged a restocking fee. Every company I have dealt with has been respectful and did everything they could do to make sure they could correct any issues I might have had, and understood I would always be a loyal customer because of good customer service. Conversely this company is the opposite of anything I have ever experienced.
READ their supposed “NO-HASSLE” return policy, I find it ironic this company has the nerve to post on their website a “NO-HASSLE” return policy. Their “NO-HASSLE” return policy cost me hours of aggravation, hours of my time packaging and driving to a UPS shipping depot, $136 to ship the merchandise back and a 10% restocking fee – As a side note to shipping this piece of junk merchandise back, the shipping outlet charged us extra because the shipping material I was able to reuse for one of the packages was determined as insufficient packaging material - I worked for UPS for 10 years and I agree the material is not good. This company operates on deceptive unethical principles and policies and will do nothing for a dissatisfied consumer and in fact does everything possible not to help a consumer. STAY AWAY from this company, we reordered a different greenhouse from a different manufacturer and company, the greenhouse was more expensive however the quality does not compare to the junk this unethical company is pedaling. I actually called the new/different company I bought the new greenhouse from before I ordered it, what a difference in customer service! They were so kind and helpful, and after I explained this dilemma with the Greenhouse Mega Store they even discounted my purchase! These unscrupulous people who run this company should spend a month of training with this other store to learn the value of customer service and try to acquire some usable people skills. If you still do any business with the Green House Mega Store / International Greenhouse Company or any of its affiliates after reading this then it’s on you because you have been fairly warned. Company representative comment on July 15, 2015: On Jul 15, 2015 1:09 PM, GreenhouseMegaStore.com (IGC) responded with:
Our company has been in business for 22 years and creating happy, satisfied customers has always been our highest priority. We do not claim to be perfect but always strive to do everything within reason to achieve this goal. Our interaction with this particular customer was anything but reasonable and we too are very disappointed with the outcome.
The simple facts of this transaction are clear: the customer ordered a $549 Palram Mythos greenhouse which was shipped to him in a timely manner. The customer received the greenhouse less than a week after it was ordered and proceeded to assemble it. Part way through this process the customer decided he did not like the greenhouse and contacted us for instructions on how to return it.
Unfortunately the customer did not keep the boxes that the greenhouse was shipped in which means that it could not be returned as a resellable product. Our return policy does require that any of the greenhouse kits we sell be returned in the manufacturer's original packaging in order to receive a full credit. When this does not occur, we normally assess a 15-20% restocking fee since the kit can not be sold as new. We offered to reduce this restocking fee to 10% - around $55 - as long as the kit was returned to us in any manner the customer deemed most expedient. We even shipped the customer replacement boxes at our expense to try to make this process as simple as possible.
Despite our efforts the customer was extremely upset that we would not pick these boxes up and refund the full purchase price of the greenhouse kit, even though we had fulfilled his order exactly as requested. The Palram Mythos kit in question is one of the more highly reviewed kits on our website and is not unusually challenging to assemble compared to other kits in this price class.
As of the writing of this response we still have yet to receive this kit back from the customer. However, once it is received we will gladly waive the 10% restocking fee and refund the full purchase price back to his credit card because we are indeed committed to providing good customer service.
Jnette Northeast, WA (Zone 5a) (13 reviews) March 24, 2015
Well, so far I have no complaints. I have only ordered a couple of times, and not big orders at that. Not like a lot of the folks here, but they treat me like I am. I was in the middle of placing an order and got the signal that the item was out of stock. So, I sent an email asking if they were expecting more soon, etc. So, for my one little $12 planter I am wanting to buy, within an hour or so, I have gotten an email from one person and also a phone call from a very nice gentleman that said he would see if he could find me one.
I certainly didn't expect that. The one said they were due in next week and I had said I would wait and place my order then because I wanted to order other things too.
I have had nothing but positive experiences with these folks and intend to continue ordering from them, even with my very small orders. OH, BTW, they have that written on their site that they treat everyone the same regardless of the size of their order. I like that.
For the last 2 or 3 years I have placed a few orders with this company. Their selection of supplies for seed starting and growing is enormous and I have bought items from them that I could not find elsewhere. Most importantly is their great prices. Compared to so many other suppliers, especially those who send gardener supply catalogs to my home, Greenhouse Megastore has much better prices. Shipping charges are what you usually expect, maybe a tad less, and delivery is rapid. A day after placing my most recent order I realized that I needed 2 large bags of loose fill growing mix. I called and added it to my order and saved a trip to my local store in bad weather, and saved money, too. Check their website and be amazed at the huge selection of top quality growers supplies.
BerryPatch78 Cresaptown-Bel Air, MD (2 reviews) May 17, 2014
Ordered coarse vermiculite and ground control fabric. Everything arrived promptly and in great shape.
Ordered flats and inserts, Good quality. On the first order they sent 9 instead of 10 of one item. When I ordered the second time, they sent 10 more instead of just one that was missing, very impressed.
Very disappointed. I ordered "Root Pouch, 15-20 Month, Black" but what I received was not what they have pictured. If you go to Root Pouch official website you will see the item that should be pictured. I contacted greenhousemegastore severely times about this with no response via email. I even used their online contact form, which gives them no excuse for not replying. I also used two different email accounts to make sure they got my email. I also contacted Root Pouch directly and told them about this & they did not reply either. The picture is still misleading on greenhousemegastore.
I am highly disappointed with both companies & will not be purchasing anymore Root Pouch items or any item from greenhousemegastore
As Emoock said they do not reply to complaints & have poor customer service. I also want to add that I wrote a review for this item & they did not post it.. If you read the reviews for this item you will see someone else had complained about this. Wish I would have read this before hand, but this is the first time I have had any problem with Root Pouch. This is what the other reviewer had to say:
"I bought this product in the set of 50 3-gallon bags for a large project. Assuming that the 3 gallon bags were represented in the photo by the largest bag with handles, I was very disappointed when they arrived and I found that the bags are very thin felt (some almost tear when picked up by the upper "lip") and DO NOT have handles. These are about the flimsiest bags I've seen. Unfortunately, my timing didn't permit returning them and finding something better. I am hoping that they will be adequate and last through the season"Company representative comment on April 22, 2014: On Apr 22, 2014 3:17 PM, GreenhouseMegaStore.com (IGC) responded with:
Our customer service department received an email from this customer on 2/18/2014 at 12:22 AM stating that the customer had received the incorrect product. Links to the product the customer thought had been ordered were provided in the email.
Upon review of this matter, our customer service representative noted that the customer had not ordered the same product as had previously been ordered and that the customer had entered the items incorrectly. At 7:45 AM on 2/18/2014 the following response was sent to the customers email address on file:
"Good morning, on this current order you purchased the Black pouches, what you had purchased previously were the Grey. Please send the black pouches back to the address below with RMA # 3626 on the outside of the box and we will be happy to issue a credit for the purchase price. If you wish to do an exchange please let me know the size and quaintly and I will be happy to do so once we receive your return."
A later email was received from the customer on 2/20/2014 stating that the initial email from 2/18/2014 had links that were not to be opened due to inappropriate content. The same links had also been added to the product review on the product page. Due to this content, the post could not be approved.
The customer did not attempt to return the product or exchange the incorrect product ordered.
MaryArneson Minneapolis, MN (Zone 4b) (14 reviews) January 12, 2014
Coarse vermiculite for square foot gardening is very hard to find elsewhere, especially in the 4 cubic foot bags. I found it at Greenhouse MegaStore for a reasonable price (though strangely with a higher shipping fee for orders of more than 4 bags so I sent two orders of 4 bags each), and they shipped promptly.
This is my 4th domehouse (previously purchased them from Home Depot and Sears). I have erected all of them by myself without help of my husband. I have also helped friends erect theirs that they bought after seeing mine. I have video and photos clearly showing the problematic merchandise I received thus rendering it unusable and I tried to resolve it by first contacting company. After no response I took it up with Amex on November 1st. On December 5th (35 days later) I received my first correspondence from company about the highly defective merch. They asked me to return it, I asked for another box in which to put the 70lb item back in as I could not pack it back to it's original "compact" form in the existing box. After finally speaking to someone there today I was curtly told that I had already once been told they would not send a box. I really don't recall that or I would not have just left $349 dollars of merch in my gazebo just for the heck of it. Regardless, she did not appear to show the least bit of concern or compassion for the situation and was adamant that she was right and I was wrong. I am sure they will have a "logical explanation" in the form of a rebuttal to this comment but let's just say I will forever purchase large items like this from now on from Sears, Home Depot, Lowes, etc... who truly give no hassle returns and are always close by and easy to return to. I did purchase my replacement from Sears. I wondered why it was so inexpensive through this website. Now I know.
(rebuttal sure to come)
I've used the Megastore for several years for our supplies of pots, flats, inserts, hanging baskets, and such. I had been disappointed that they didn't carry the heavy duty Perma-Nest brand flats and wrote their CEO about it. It took some time, but David George followed through and added the item to their inventory. That was pretty cool!
whitie payette, ID (Zone 6b) (9 reviews) November 4, 2012
I have ordered quite a bit of stuff from Greenhouse Megastore. Everything I have ordered(from heatmats to greenhouse film) has been top quality and reasonably priced. After searching the internet for what I need Greenhouse Megastore has the best prices and their service is fast and shipping is reasonable. I just placed another order with them today and will continue to use them as my #1 source for my greenhouse and growing needs.
denisemb Ocala, FL (Zone 9a) (5 reviews) August 25, 2012
Ordered hobby packs of pots and 1020 trays. Very happy with the quality and speedy shipping.
Posted on May 16, 2012, updated August 4, 2012
Posted on April 25, 2012, updated May 16, 2012
Posted on March 5, 2012, updated April 25, 2012
I've placed several orders over the past year or so (pots by the case, trays, flats, grow cubes, seed start, etc.). Their prices are good and shipping is quick. I definitely will purchase from them again.On April 25th, 2012, Old_Gardener added the following:
I placed another order for pots, flats, trays, etc. late on the 4/17 and received everything today. In the interim, I had a question regarding my order, emailed them and received a reply within a few hours. I'll definitely order from Greenhouse Megastore again as they have good prices, quick and professional customer service and fast shipping - making for a stress-free experience!On May 16th, 2012, Old_Gardener added the following:
I placed yet another order for pots, flats, pruners, etc. I placed my order on the 8th - it was shipped on the 9th. I received my package yesterday with some minor damage (6 of the 170 pots ordered) due to transit. I contacted GHM last night to inform them and they have already emailed me back this morning (6 am my time) letting me know that replacements are on the way. Great customer service!!! On August 4th, 2012, Old_Gardener added the following:
I have placed 2 additional orders since my last review - 1 for gro-cubes and plugs and the other for 5 gallon pots. Both orders were delivered within 5 days. I definitely recommend Greenhouse Megastore - good prices, a large selection, and fast delivery. They are the first vendor I check when ordering supplies.
Ordered dynagro foliage-pro on 4/23 and I received the shipment today. They have communicated on the shipment with tracking# and they have very well packed it. I liked their prompt delivery and would continue ordering from them in future.
Jerry in sales was a big help in explaining products for my new greenhouse/sunroom. And everything ordered arrived on time with minimal shipping charges. I have had good experiences with this company and will continue to order from them.
2mitchells Apopka, FL (Zone 9b) (5 reviews) July 2, 2011
Posted on June 22, 2011, updated July 2, 2011
I'm not sure what to make of this company. I placed my first order with them (#13536428) on 5/27/11 with the understanding that a 3 week wait was in order. I'm almost at the 4 week mark and my "Order Status" is listed as "In Process", the same as it has been since 5/27.
I emailed them and pointed all this out and stated that I thought that at this point I should have either 1) received my order 2) had a shipped/estimated time of arrival date 3) at the very least, a new estimated time of shipping. 24 hours later, I still have received no reply from them at all.
The reviews looked good, but you know what they say about never being able to go back and change a first impression. My first impression with them is that they don't seem very customer focused at all. I will reserve a final rating a while longer, but I feel this is not a good way to do business. We'll see.....On July 2nd, 2011, 2mitchells changed the rating from neutral to positive and added the following:
I'm going to change my rating from neutral to positive. I received my shade cloth on Saturday 27 June. The cloth was exactly the measurements I had requested for special order and the quality was first rate.
I still think they need to focus some more on answering customer inquiries promptly and keeping the account order status for customers updated better on their website.
On Friday, June 24th I ordered some Alumanet Shade Cloth from this company. I was told that it would be delivered on Thursday, June 30th. It was not delivered then, but following the tracking number, I saw that it was due to arrive on Friday July 1st. After talking to Fed X three times today and finally talking to a supervisor, I was told the reason the package has not arrived--even though it has been on the truck since 6:41 this morning, (It is now after 6:00 pm here) is that whoever set up the delivery used HOME delivery instead of business to business. If they had used business to business the package would have been delivered much earlier. The business to which the package should be delivered closes at 7:00 pm and the driver has until 8:00 pm to deliver so it is not looking good for receiving the package on Friday--even though it was promised for Thursday.
I called the company and asked for my representative twice this afternoon. The answering service insisted that they were working until 6:00 pm central time, and I was calling a full hour and a half before they were supposedly going to close. No return phone call.
I wanted to know what the problem was with the delivery and also why I was charged Washington state sales tax since the company apparently does not have a physical location in the state of Washington. But no return phone call. I also wanted to know why the tracking history of the package originated in OREGON, and then went across country to the mid west before returning to Washington state.
I do not understand why a representative from this company would not return my phone call and explain the issue with non delivery and erroneous sales tax.Company representative comment on July 28, 2011: On Jul 28, 2011 2:37 PM, GreenhouseMegaStore.com (IGC) responded with:
The customer contacted us at 4:19pm (central time) on July 1st. Unfortunately for this situation we closed at 4pm that day to give our employees an early start on their 4th of July holiday weekend and failed to inform our answering service of this fact. As such the customer's frustration in not receiving a phone call back is understandable and we are sincerely sorry for causing this unnecessary stress. We accept full responsiblility for our error and have refunded this customer 50% of the purchase price of her order as compensation for this frustration. We have implemented new procedures to make sure this type of oversight doesn't happen again.
In regards to delivery, this order shipped via Fedex Ground only one business day after being placed with our company. Since the customer did not provide a business name with her phone order, the shade cloth was shipped using their residential service. Fedex tracking shows that the item went from Illinois, to Oregon and then to Washington state so it appears there was not any problem with delivery.
As far as sales tax goes, although we are now based in Illinois our business was started in the Seattle area in 1993 and our company is incorporated in Washington state which is why we are required to collect and report sales tax there. We know this sometimes confuses our customers but there is nothing we can do about it.
We here at the GreenhouseMegastore will continue to strive to make sure we have the best products and customer service in our industry.
ratlover1 Rising Sun, IN (8 reviews) April 1, 2011
Posted on May 7, 2009, updated April 1, 2011
I ordered an Aluminet shade cloth which was in fine shape, no problems, great product. No problems with ordering on website or receiving product.
The only problem I had was that the order status wasn't updated...it still said 'ready to pack' the day the box arrived! Then today I just got an email saying the package had shipped, when I actually received the package about 5 days ago. I really can't say that's a bad thing, just that their computer system must be a little slow, or the data entry folks are behind...
In fact, they caution that during the warm months it can take up to a month to get shade cloth delivered, but it only took about 10 days, so they went far above expectations there!
All in all, I wouldn't hesitate to order from them again--they have amazing prices on many items, particularly seed starting supplies.On April 1st, 2011, ratlover1 added the following:
Ordered bulk box of 500 shade cloth anchoring pins. Great price ($32, although shipping and tax made it a total of $48) and arrived in 2 days. Best price I've seen even w/ shipping for this product.
skootrees Rockport, TX (1 review) November 17, 2010
I placed an order on 11/4 and received a confirmation the next day and the shipment was completed and received by me on 11/12. You cannot ask for better service than that. I phoned them one time to check on the order and they were very professional and polite. Based on my first test order iI will order from them again. Also there prices are o.k.
I've been looking for large peat pots locally. Very expensive. Went online and googled "Peat Pots" found Greenhousemegastore. They had a great price. Purchased them last Saturday, online (Jan 16th). Just got them in yesterday (Jan 21st). Took 5 days. These are not flimsy peat pots, they are commercial grade. They call them "Fiber Grow Pots"
I had been looking for a source of plug flats (128) that I could buy in quantities less than a case. I found them offered here at the lowest price I could find on the web. They offer many of their seed starting supplies in a "Hobby Pack" size so you don't have to buy in case quantities. I ordered plug flats, web trays, cell packs and seed starting media one morning and it was delivered the next afternoon. (It helps that I live in the same State, but that is still very fast service) Quality products, great price and fast service - I will definitely be a repeat customer of this company.
Two months ago I ordered 25 feet of 4-year greenhouse poly film. It arrived in good condition, slightly sooner than was quoted on their web site. GreenhouseMegaStore was the only online vendor I could find selling small quantities of film at a good price, with no minimum order, and offering easy online transactions. I plan to buy other greenhouse supplies from them.
Melissa_Ohio Southwestern, OH (Zone 6b) (37 reviews) April 9, 2008
Customer service was very helpful, shipping was prompt.On April 25th, 2009, Melissa_Ohio added the following:
I've ordered from them several times, shipping is reasonable and very quick. I'm really surprised that not more reviews are here, as they are the most reasonable company out there for supplies, including containers and flats, not to mention greenhouse film, batten tape and repair tape.