gpowless Port Hope, Canada (2 reviews) January 19, 2014
I have ordered from Hentry Fields for the past 3 years and was satisfied with the varieties and quantity of seeds I received. However last year I tried ordering live plants with the expectation that they would provide the same satisfaction.
I ordered blueberries, strawberries and raspberries and they were shipped long after they should have been planted. When they arrived all the strawberries were completely dried out. The raspberry canes had some evidence of growth and the blueberries were still dormant.
As soon as the plants arrived they were planted, watered and nurtured. Of 24 strawberry plants only about 6 were viable. 1 of 5 raspberry canes survived and only 1 of 4 blueberry plants grew. Extreme disappointment not only at getting ripped off but of having to delay another year for fruit plants.
Never shopping through Henry Fields or any of their affilliates again.
This was the first time I had ever ordered from Henry Fields and I was very disappointed. The order consisted of 3 Clematis, 3 Horse Radish, 3 Rhubarb and 2 Blueberry. I ordered in April and was provided a ship date of of Mid May to End of May. I called Henry Fields to see if I could get an expedited ship date as I am planting at a second property in an warmer zone, and I would be leaving on vacation the second week in June. I was willing to pay for additionals if required. The CSR informed me that he would put down that it was urgent and get it sped up for me so it could ship a bit earlier. I received the box in the mail the end of the second last week in may that contained 2 dead clematis and 1 that was crispy but I am still trying to nurse back to health. I called customer service and they rushed me 2 new Clematis. I was very concerned about the scheduling, but received my horseradish just in time and the 2 Clematis the day I was leaving. Still no Blueberry or Rhubarb. I had someone check for my plants while I was away, they didnt' come. Then I noticed a credit on my credit card from 3 days ago from Henry Fields. I called this morning and the man informed me that the credit was for my Rhubarb and Blueberry.
What bothers me is that I'm sure they knew they were short when I called about the dead Clematis. Now it is Mid June, 4 weeks after the receipt of the first package. Not only could I have purchased this from another company and had them already planted and well on their way to producing, but I wasted someone elses time watching my mail daily for the plants that were being refunded. Courtesy would be to send an email or pick up a phone to inform me that the product was out of stock.
The CSR today didn't seem to care. It was a "Sorry this happened, have a nice day".
I ordered from Henry Fields because they had everything I needed in one place. It was more expensive but I was hoping for convenience. Now I get to rush around to find what I am still missing.Company representative comment on June 20, 2013: On Jun 20, 2013 11:56 AM, Henry Field's Seed & Nursery Co. (Canada) responded with:
I apologize for the problem with your order. I will have one of our customer service representatives contact you for your account information and see what we can do.
I'd never heard of Henry Fields previously, but searching for a specific cultivar of strawberries led me to their website.
I ordered two types (one for eating, one for freezing). The delivery estimate was early May (the first week). Every week or two, I'd get a new email, pushing my order out another week.
I finally got half the order today, and the invoice informs me the other half was cancelled.
Not terrible, but not great. Companies half what you ordered, three weeks late, isn't going to get my return business.Company representative comment on May 22, 2013: On May 22, 2013 12:50 PM, Henry Field's Seed & Nursery Co. (Canada) responded with:
Thank you for your posting and I apologize all of the items were not available for shipping. One of our customer service representatives will contact you for your account information we would like to send you a gift certificate for all the inconvenience.
I had just finished reading most of these complaints regarding Henry Field's Seeds in Canada and opted to stay clear of them because of such complaints, as many already cautious online shoppers would and as anyone would if the only purchase option was online. While I continued to research alternate Canadian companies to buy seeds for my first ever backyard veggie and fruit garden, I came across a company named "Spring Garden" (.ca) and it looked familiar immediately. Sure enough, after a bit of research, searching through all of the contact info, it became clear, this is yet another name Henry Field's is operating under! Between the overwhelming ratio of complaints to happy customers and the fact that Henry Field's has several names it sells product under without making any hint of their relation to one another, I've decided that my initial decision to stay clear of them couldn't have been a better one. I'm not sure what their response to this post, if any, will be that would somehow convince me otherwise. In my experience, there has never been positive reasoning for 'secretly' operating behind multiple company names. In my opinion and in my experience, this has always been in response to having somehow failed their clients or public to a point of nearly losing their business or folding entirely. The purpose behind this post is to simply let those who have had a prior relationship with Henry Field's (both positive and negative) know that if you were searching for an alternative to do your business with and came across the name Spring Garden, that you haven't indeed found an alternative. Since I have not done any prior business with them, this post is only an opinion and simply my opinion at that. Until they (Henry Field's, Spring Garden and all other names related) do some intense advertising guaranteeing their service, product, delivery, etc, I certainly won't become a customer (or at least not a knowing nor intentional customer since they could have an unlimited number of company names) and they will continue to lose potential customers like me. Likely the reason (in my opinion) that they begun using several other names.
After all these negative going-on's, can anyone here recommend a reputable nursery/garden center located in the Durham Region or within an hour of, that you've either had personal business with or a person whom you trust has had business with whom sells; seeds, bulbs, gardening supplies, etc for vegetable/fruit gardens, roses, rare perennials, plus more? The reason I've been so specific with location, I'd prefer to view and purchase in person after having seen all the issues relating to shopping online for 'living' products.
Any info is greatly appreciated and thanks in advance. Also, having this thread and avenue to post experiences on has been of great help and is gratefully appreciated as well, thank you!Company representative comment on May 8, 2013: On May 8, 2013 8:48 AM, Henry Field's Seed & Nursery Co. (Canada) responded with:
Thank you for your feedback. I just wanted to let you know we do not hide the fact that we are also the owners of Spring Garden. We also have other companies we own such as Breck's of Canada and Thompson and Morgan of Canada. We are very proud of our companies and will always do right by our customers. If you are ever dissatisfied with any of our plants or seeds we will do what it takes to make it right.
Wusswolf Napanee, ON (Zone 5b) (2 reviews) September 10, 2012
Posted on June 13, 2012, updated September 10, 2012
I was really leaning toward "neutral" because I did EVENTUALLY receive my order, which many of you previous posters didn't seem to. But the delays/dead plants/poor customer service/and out of stock items pushed me to the negative, because I would want to warn others, and I would not buy from this company again.
Firstly, I placed my order in January, to be assured nothing would be out of stock when things were to be shipped in the Spring. I was sent my seeds, and given a shipping date of April 30 for the live plants. 4 Months notice. After April 30th passed I found this site, and felt all the same worries the rest of you had, and began emailing a phoning. On the phone the customer service was poor, unfriendly, and I was simply told the order would be delayed a week. Then I got an email stating ANOTHER week, and so on and so forth.
A month later everything arrived - except for the redbud tree which I was told was out of stock... Even though I placed the order in January. Seems kind of poor practice to me to not serve customers by the dates they placed orders. Since then I've received 3 cards in the mail saying the redbud is still out of stock and offering $5 off my next purchase. While I appreciate the offer, I have no intentions of buying from them again.
The rest of my order did arrive, however about 1/3 of the strawberry plants were rotted and the blackberry cane seems like a dead stick with no growth on it. I will say the tiny blueberry "bush" and the scabiosa seem to be doing alright. I planted everything right away in the hopes that it'd perk up. Still zero growth on the blackberry cane and just over half of the strawberries survived.
I'm in the same camp as so many others here:
I expected healthy Canadian grown plants and was upset to find out that not only are they not from Canada, but the shipping distance seems to suffer and kill them. I was shocked at the constant shipping delays and unfriendly customer service. And am unhappy at an item still being out of stock 6 months after I purchased it (when it was IN stock).On September 10th, 2012, Wusswolf added the following:
September 10, 2012
I still completely stand by my NEGATIVE rating.
The short version: Shipment times were/are constantly changed and delayed; the shipment arrived mostly dead; customer service was rude, difficult, didn't seem to know what was going on, and changed information they were giving me, seemingly on a whim; plants are NOT grown in Canada even though their website and catalogue say they are; items I was waiting on became out of stock 4-9 months after I initially ordered them (when they were in stock); there was no notifications given to me of changes they made to my orders or refunds they decided to send instead of the reshipment; I was forced to contact them to find out anything.
Overall this has been a horrible experience and I would never order from Henry Field's again. I highly recommend against ordering from this company. It's been almost a solid year of running in circles and dreading contacting them to find out what they've changed next and when/if they plan to send me what I ordered.
Here's what's happened since my last post:
I was contacted after I made my original post and asked if I wanted a refund or reshipment on the plants that arrived dead. I chose a reshipment, since I really wanted the blackberry cane.
In June 2012 I received a new order code saying that my new blackberry cane would arrive October 2012, and strawberries in May 2013. I was told nothing about the redbud tree that I ordered back in January that still hadn't arrived as it was out of stock in Spring.
I got a few more order confirmation emails over the months about the blackberry & strawberry order, then I noticed without any mention the emails started excluding the blackberry cane. Today I finally phoned them...
I gave my account number, then explained the situation that I was wondering about the rest of my order that seems to no longer be on my account. Then he asked for my account number again... huh? After a lot of searching - and thankfully I got a very patient and polite rep this time - he tells me that yes, my strawberries are slated to be delivered May 2013.
So I ask about the blackberry cane and after another long search he's able to tell me that a refund cheque was issued to me for the blackberry on August 16th. I told him that I had asked for a replacement, not a refund, and it had been ordered for me in June, but he says that they can't order any more Apache blackberry canes for some reason, so okay, a cheque was issued. Why on Earth wasn't I notified that after two months of saying they'd resend them, they became mysteriously out of stock and were unable to order more? Why wasn't I notified that I'd be receiving a refund by cheque in the mail? I told him I hadn't received the cheque, and after more searching he told me that the cheque was issued on August 30th... not the 16th. Sounds familiar: they did the same date switching thing to me last time I spoke on the phone concerning shipment dates, "Oh you haven't received it yet? Oh! I meant it was shipped far more recently, not the original date I gave you." Yeah, right.
That leaves the Red Bud tree. First he's confused as to my issue with the tree, did it arrive dead, or die over time... I told him that I'm still waiting for it, since I ordered it in January and to date all I've received of it is four little cards in the mail saying that it's still out of stock and this card will give me $5 off my next order with them... I am NEVER ordering from them again, sooo, great, where's my tree? After another very long search he tells me that they reimbursed me for the tree back in May, and sent the money straight to my credit card (it didn't show up on my statement, but after talking to the bank they assured me that I actually DID receive this money, hallelujah). Once again, I was never notified of this, and never told that they have no intentions of getting the tree back in stock.
So now I'm just waiting to see if this cheque for the blackberry arrives in the mail (why they would use two separate methods to reimburse me is beyond me), and to see next Spring if the strawberry plants do actually arrive.Company representative comment on June 14, 2012: On Jun 14, 2012 12:34 PM, Henry Field's Seed & Nursery Co. (Canada) responded with:
We appreciate your post and apologize for the problems with your order. One of our customer service representatives will contact you for your account information and we can refund, send a replacement certificate or reship the items that did not do well for you.
In mid-March 2012, I ordered plants from this so-called nursery: 2 tea roses, a flowering dogwood, 25 strawberry plants, and 3 Nova raspberry plants. 2 months later, I was told the roses were out of stock. The raspberry plants were back ordered till the end of June, at which time I cancelled the order. The dogwood and strawberry plant arrived in mid-May. The dogwood has never put out buds. The strawberry plants are doing well and I have received full refunds for all the other plants. Needless to say, my 2012 gardening plans were thwarted by this company's behaviour.Company representative comment on July 18, 2012: On Jul 18, 2012 4:10 PM, Henry Field's Seed & Nursery Co. (Canada) responded with:
We apologize that we were unable to ship your entire order as we were out of stock. One of our customer service representatives will contact you for your account information and make sure everything has been taken care of.
I was very excited when I placed my order as I found plants that I couldn't find online at any other Canadian store.
My seeds arrived and I was satisfied.
I received an email stating that my plants were delayed. Then I received an email stating that they were delayed again. Now today, when I logged in, they were delayed yet another time.
I then found this site and I am very nervous. And upset that I was led to believe that I was buying plants located in Canada. It seems that many people would have NOT bought if they knew that the items were located outside of Canada, myself included. It was misleading. As customers, we have the right to know all necessary information when making a purchase. But we were deceived into making a "Canadian" purchase. This is illegal.
Anyway, I called customer service for an explanation as to why my plants were being constantly delayed. I received no explanation other than a vague "we will deal with it later if it doesn't arrive by May 13." I don't even know what they mean by this. Are they going to issue a refund? That doesn't solve the problem. I ordered with the intention of receiving it before May.
On the website, shipping was meant to commence on April 14. As I ordered early in April, I expected my plant items to be sent the week of April 14 and therefore it should arrive in the time frame indicated by the first email. You would think that if they have it in stock, it would not be a problem to ship it in the time frame I was initially provided with.
We shall see what happens. I'm satisfied with my seeds (as long as they germinate!) but very unsatisfied with my plants so far. I really do want them and I hope the order does not get cancelled and I also hope that they do not turn up dead. I will keep you posted.
OH, I also never received my free catalogue.Company representative comment on May 4, 2012: On May 4, 2012 9:55 AM, Henry Field's Seed & Nursery Co. (Canada) responded with:
Thank you for your posting. One of our customer service representatives will contact you for your account information and check on your order for you.
LadyAssassin Belleville, ON (Zone 5b) (17 reviews) November 7, 2011
I have never ordered from Henry Field's or their affiliates, but I requested a catologue from them a few months ago. Never received it, but I have suddenly received various gift catalogues most of which have the same town address as HF. I'm guessing they give out your address?
Not really what I wanted...Company representative comment on November 8, 2011: On Nov 8, 2011 10:26 AM, Henry Field's Seed & Nursery Co. (Canada) responded with:
Thank you for your feedback. We should be sending our catalogs out around the end of December-first of January. The gift catalogs you received are sister companies of Henry Fields. If you no longer want to receive our gift catalogs, just let us know, and we will discontinue sending them to you.
Katz103 New Brunswick, Canada (1 review) October 12, 2011
I ordered quite a few packs of different types of seeds, over $40 worth, around September 24th - they shipped on October 1st according to the email they sent me as well as on their website. I just got my order today, and everything was there. There are a couple things though that might be good for others to know, which I found out by dealing with Henry Field's:
- first, they are a sister-company to Thomson&Morgan - both use the same account numbers for each one's clients (I ordered from both companies and got the exact same account number for both). Not that this is a problem, but simply something to be aware of.
- secondly, once my order shipped, on their website it said "shipped with unknown carrier". At the very top of the page, it said to click on the red link (or something similar) to track my package - there wasn't any red link anywhere to click on. I had called in to find out where my shipment was yesterday but the very kind agent told me she couldn't locate it. She did confirm however, that it had been shipped, and to wait until 10 business days - if I hadn't received by then, to call back and they would ship out another order for me free of charge. On the 8th business day, I got everything, so no worries there. I only ordered seeds though and have no experience with plants.
- This company shipped everything from the USA. I thought this was a canadian company and it even says so on their website, which is why I ordered from them. I try to order everything I purchase from Canada to support my country and local growers, but it turns out that it isn't the case with this company. However, my experience with them was good, so I will order from them again.
- The only thing I cannot comment on yet is the viability of the seeds - I will have to wait until next spring/summer before seeing if they are viable. Most of the packets have a date written on them, stating something like "packed for 2012, sell by Dec. 2012", so I figure they *should* be good. They are all in good shape and look viable. Crossing my fingers they grow!
All in all, I have received my order in a timely fashion and everything went smoothly. I do wish though that they would at least have a warehouse in Canada like they make it sound they do. I ordered simple seeds, nothing fancy, but it all shipped from the states. Nevertheless, I'm pleased with the way my transaction went.Company representative comment on October 26, 2011: On Oct 26, 2011 2:03 PM, Henry Field's Seed & Nursery Co. (Canada) responded with:
Thank you for your feedback. We really appreciate hearing from our customers. If you have any problems just let us know and we will reship or refund you for the seeds.
wjorg Powell River, BC (Zone 8a) (1 review) June 11, 2011
Dec. 10, 2010- Placed an order for 50 - 2year old asparagus roots order # 03440853600.
Total Order = $99.57.
We are both seniors on fixed income (considered to be below poverty level in Canada), so that amount was substantial.
Received the order on May 26th 2011 and promptly started planting the roots as recommended. While planting them, we both noticed a white powdery substance and a white mouldy looking substance on the roots. I e-mailed the company almost immediately to ask if this was normal.
No reply has been received to date, and no shoots have appeared, so I e-mailed them again today. I have been around computers for a long time, and have been on the internet since 1990, so I know how to keep my concern alive.
After reading comments here, I have decided to add my voice. Rest assured Henry Field's ... one way or another I will get satisfaction for my hard earned money!!Company representative comment on June 13, 2011: On Jun 13, 2011 4:18 PM, Henry Field's Seed & Nursery Co. (Canada) responded with:
Thank you for letting us know about the problem with your asparagus. A customer service representative will be contacing you for help with your asparagus.
Posted on May 10, 2011, updated May 13, 2011
Company not "really" located in Canada. Most items come from the states. You may not be charged the Duties, but expect EXTRA LONG DELAYS for your order!
Ordered on Feb. 02, 2011.
Ship date: Feb. 19, 2011
Estimate Delivery date: Feb. 21, 2011 (According to Canada Post delivery time frames, this was accurate)
Emailed customer service: March 1, 2011 requesting status of my order.
Customer Service emailed back on: March 9, 2011 : Saying they would re-ship my order, and will be received by late March.
Cancelled the non-shipped items as I was afraid that there would be issues with the delivery of those items as well.
March 21st - Emailed customer service - Still no product!
March 22nd - Package delivered. Was sent from the States! Likely held up in Customs.????? The reason I ordered from the company was because they were located in Canada and would not have to deal with Customs delays. Requested refund via email and precedures for returning the order.
March 23rd - Called Customer service to request refund. Order contained items for friends, family and co-workers, they were not impressed either and did not want to do business with a company that misrepresents itself.
Customer Service told me that I should receive a refund check within a couple of weeks as a refund had been issued.
Agent told me that they had Sister companies in Canada and they could get away with saying that they have a location / ship from within canada (and how is that acceptable?)
April 4: Customer Service sends me a reply to my March 22nd email. It says that a refund check has been issued and to allow 2 - 3 weeks for processing. Hmm.. okay but I thought it was already issued on the March 23rd when I called.
May 3: Still nothing. Sent customer service email requesting status of refund. Never got reply.
May 10 (today): Called customer service about refund status.
Agent #1: I was told that the refund was actually a credit, that nothing ships from within Canada, that the postal service "up there, is not very good" (her exact words - she's in Rhode Island). When I requested to speak to a manager I was told there were none and she transferred me back into the queue for customer service.
Agent #2: Asked about the shipping from within Canada, asked if it was really true there was no managers (this would seem very unlikely), was told chances are they are one of the employees that work from home. Transferred to Manager / Supervisor
Supervisor: Kept apologizing (not that it helps any). Was told that most items available for shipping from within Canada, but some are through the States (hmm.. order was basically for veggies - nothing really special). She apologized for the employees not knowing what they are doing (again - doesn't make them look any better). Was told that the refund was issued on April 4th , the request was processed in the system on April 12th, and then there's another 3-4 weeks for delivery.
Refund should have been issued on March 23, Processed by April 4 and delivered by the end of April. to which I was told they were really sorry.
So this ordeal has been on going for 4 months!
Had I known from the start that the order had the possbility of not shipping directly from within Canada, I would not have placed an order and especially wouldn't have ordered for my friends and family.
Beware! Maybe you do end up getting your order at some point, but the all the hassles, wasted time with Customer Service and actually waiting for your order is not worth it.
I've ordered from other companies that are actually located in Canada, and seed orders were received within a week even though they are completely at the end of the country.
Don't be fooled by some of their friendly Customer Service Agents (some were really nice and others not so much), no amount of friendliness can make up for awful service. Just like awful service does not make a good product appealing.
If the refund check is not in my hands by the end of the week, I will be contacting the BBB. It should be unacceptable to misrepresent like they do.
You can order from them if you want, but don't be surprised if you have issues. Personally, I am not ordering from them again and it also makes me question the reliability of their sister companies.
thanks. On May 13th, 2011, GeorgeandMisty added the following:
Update: May 13, 2011
My rating is still NEGATIVE for this company even if they did get the refund check to me by the end of the week. My reasons for not removing the negative rating is as follows:
After confirming my address several times with them through-out all the contact we've had, they still managed to send my refund to someone else! Not very impressive. I was lucky that the people that received my refund brought it to my home last night.
The agents and supervisor assured me that they had the correct address (and even read it out to me), so why in the world would they write the wrong street name?
Does this mean that had I ordered more items, they would have been sent to the wrong person? I'd like to be a wishful thinker and believe that everyone is honest and would bring the items to the person it was intended, however, we all know that's not true.
The postal delivery people are people and people make mistakes, it happens that envelopes accidentally get stuck to one another and end up at a neighbors house. That I would have understood. This was not the case. It's right there, black on white - the wrong street name!
I sure hope that I will be able to cash in the check as they wrote the wrong address on the actual check. Should the bank require proof of identity and address (like the Post Office does) then I am screwed.
What a nightmare! Company representative comment on May 11, 2011: On May 11, 2011 8:52 AM, Henry Field's Seed & Nursery Co. (Canada) responded with:
Thank you for your feedback. We apologize for all the problems you had with your order. A customer service representative will be contacting you for your account information and check on your refund to make sure it has been taken care of and when you should receive it.
andysfigs cavan, Canada (1 review) February 7, 2011
My bare root tree order arrived in mid July. The tree was dead as a door nail.
I asked the company to remove my name from their mailing list. My request was ignored.
I will not patronize this company again because there was no refund.Company representative comment on February 7, 2011: On Feb 7, 2011 9:41 AM, Henry Field's Seed & Nursery Co. (Canada) responded with:
Thank you for your feedback. I apologize for the trouble with your tree. A customer service representative will be contacting your for your account information to reship or refund you for your tree.
This company has not delivered part of my order that I placed in 2009. I am still trying to get my money back and it's Aug 2010.
Don't believe a word they say. Don't order anything. Repeated calls to their office with get you a sore head, so don't bother.
colehome Kensington,PE, Canada (1 review) July 28, 2010
I received the catalogue with a gardening magazine and thought that they had some interesting vegetable seeds to try,and sent an order over $50.In early May I asked why I hadn't received it and was told it had been shipped March 15th,and give it another week to 10 days.They then "shipped" another order out May 18,which also was a No-show.After more contact I asked for a refund which I am still waiting for.I asked why an order would get lost twice and then was told it had been refused at customs.As far as I know PEI is still a part of Canada.Then was told they don't ship from the US,so have gotten conflicting answers and still no refund.The man I talked to at one time was accommodating,but seemed to have trouble accessing records.I always get the standard reply as others have to wait for so many business days-but know that a letter would reach me with a refund as I did get one for less than $2 early in the season for seeds they didn't have.They do have some good things listed,but am sure the founder would be distraught and rolling in his grave to hear what is going on with the company he founded.Sad,because I had to keep apologizing to the grandkids about the seeds they wanted to see grow,and then had to buy ones to replace those which never arrived.Definitely need the BBB to have this one on their list,and wish I had known about your site at the time. Attractive catalogues don't always mean good business practices.Once burned,twice wary!Company representative comment on July 28, 2010: On Jul 28, 2010 1:01 PM, Henry Field's Seed & Nursery Co. (Canada) responded with:
Thank you for taking the time to post. We appreciate the feedback to better serve our customers. A customer service representative will be contacting your for your account information and make sure your refund is being taken care of. We apologize for the confusion.
Posted on July 3, 2010, updated July 6, 2010
Posted on June 28, 2010, updated July 3, 2010
I placed my order on May 10, 2010. 2 plants and one package of seeds. The seeds took over a whole month to reach me (they came via Belgium!!) But the worst part: after asking several times when my two plants would arrive, I kept being told (in that robotic auto-response manner) "thank you for your order, it will be shipped in 3-5 days, please expect 7-10 from shipping date" etc etc. And still nothing arrives. Finally last week, and much to my amazement, I receive via regular post a voucher for free shipping with my next order, as my plants will not ship until the fall (blaming some 3rd party bancrupcy issue). Not until fall??? By now I am fuming, and although I am only out $20 or so, they have the audacity to say I have to wait until fall. Like most normal folks, we do the bulk of our planting in spring - it is outrageous they expect people to wait until fall. Yeah right, a voucher for free shipping for plants that never arrive! There is no way I would ever order from this company again. I emailed them that I expect a full refund immediately - they sent one back giving a number to call. We shall see if I get my refund - I plan to call today. I sure feel sorry for folks who spend a considerable amount of money on this company that has no clue what being in business and providing a service is all about. I wish I had checked on their reputation here before I ordered. Lesson learned: Do your research - Do not order from this company.On July 3rd, 2010, Anya29 added the following:
As could have been predicted - the stock auto-response appears from the company. Unbelievable. So, I called the number to ask for my refund and the person sounded rather bored, or maybe just tired from all the complaints. He said I would get my total refund (we shall see about that), but my Hibiscus will for sure, absolutely arrive anyway this week which has just ended and which of course it didn't arrive.
For all the trouble they are causing trusting and patient gardeners (but even we have our limits), they should go to a local nursery, buy some quality stock and ship a nice package of fresh plants to all of us who are still waiting, or are simply disgusted with their shoddy and incompetent service. A gesture like that might go a ways to redeem their poor business record.
Once again - stay away from this company!On July 6th, 2010, Anya29 added the following:
So, yesterday a 4 inch dead stick arrived in the mail - so much for the Giant Hibiscus I ordered May 10. And today someone emails me from HF, who obviously doesn't have my whole file information - so unprofessional - it should be all in one place - who contacted me, who took the refund information etc. This person has no clue what has shipped if anything, informs me my order will arrive mid-June or sooner! Unbelievable - and of course, still no refund. Company representative comment on June 29, 2010: On Jun 29, 2010 7:20 AM, Henry Field's Seed & Nursery Co. (Canada) responded with:
Thank you for taking the time to post. We appreciate the feedback to better serve our customers. A customer service representative will be contacting you for your account information. We apologize for the problem we had with shipping your order.
Having finally found the time to organize and plant a fruit garden this year, I placed a significant order with Henry Fields in January. This order included seeds and some live plants for the vegetable garden, plus the majority of the planned fruit plants (Strawberries, Gooseberries, Honeyberries, Cranberries, etc). I also placed an order with Vessy's to fill in some items. According to Henry Fields they would ship live plants in May for my area (Zone 5b). May arrived, and the Vessy's order arrived, but the Henry Fields order did not. On being contacted Henry Fields indicated a delay in shipping and that the order would ship mid to late May. Late May arrived, and no order. A call to Henry Fields produced a response that the order was in completion and would ship early June. Mid June and no order. A check online showed that the Gooseberry plants, and one of the three Strawberry plant types had shipped, the rest were delayed to late June. The Gooseberry Plants and 25 Strawberry plants arrived in very poor condition. After careful tending the Gooseberries look like they may survive. Of the 25 Strawberry plants only one has survived. An online check of the order status now showed a delay to end June for shipping of the rest of the order. Then on the 25th June an on-line check showed no order at all. A call to Henry Fields elicited the response that they had run out of stock, and would delay half the order to the fall, and the other half of the order to May 2011. Excuse me May 2011?? For an order placed in January 2010. By any standard this is unacceptable. I canceled the remainder of the order, and requested a refund. Then to cap of the situation I get a letter indicating that Henry Fields was unable to complete my order due to a third part shipper going bankrupt. I have to admit that I think someone is not being exactly truthful here. A well run company is not dependant on a single shipper. If you are going to run out of stock you service early orders first, if your know you will run out of stock you let the client know as soon as possible so they can make alternative arrangements. All in all, I have conclude that henry Fields is either an incompetently run company with no care for its clients, or it is a scam. You decide; my decision is clear, I will never order from Henry Fields again, and will actively advise other gardeners to avoid Henry Fields. Company representative comment on July 1, 2010: On Jul 1, 2010 9:47 AM, Henry Field's Seed & Nursery Co. (Canada) responded with:
Thank you for taking the time to post. We appreciate the feedback to better serve our customers. A customer service representative will be contacting you for your account information. We apologize for the problem we had with shipping your order.
renewed Owen Sound, Canada (1 review) June 10, 2010
Posted on May 25, 2010, updated June 10, 2010
Having first been told my shipment would be sent with an ETA of April 26th, I was delighted, our zone 5 does not support this but my green room does. This passed when I contacted them ion May 10 being told my order would "should ship in 3-5 business days. Please allow 10-14 business days for delivery after your order ships"
"Once your order ships, you will receive an e-mail notification. If
> your order is shipped in multiple packages, you will receive a
> shipping confirmation for each package"
It is now May 25, all of my garden is prepared, even my tomatoes are in the ground, it has been in the high 20's C or 80's F all week and the confirmation email has as yet not arrived.
I will not be including this company in my future ordersOn June 10th, 2010, renewed added the following:
Customer service has requested a follow up...
one of the three emails I sent
"The ETA date is a month stale, 3 of your follow up dates have also now passed, I will spend some time blogging as to how this one time order has been handled. I have begun and will persist, I do not take well to being lied to."
As it is now more than another month since I originally sent this email to customer service and I still have as yet received any plants, and only this week an email suggesting they will send a partial shipment in 3 to five days with a 10 to 15 day delivery time, having heard this story repeatedly, really all I want is my money back.
I have long since planted my garden (back around May 15th) and purchased my stock locally. This has gone beyond reasonable and I feel like I am dealing with the telephone company rather than a plant store.
In two separate phone calls and three emails I was quoted the plants will be "shipped in 3 to five days and it will take ten to 15 days" for delivery...
Order Total: $230.52 Company representative comment on May 26, 2010: On May 26, 2010 10:50 AM, Henry Field's Seed & Nursery Co. (Canada) responded with:
Thank you for taking the time to post. We appreciate the feedback to better serve our customers. A customer service representative will be contacting you for your account information to locate your account and check on your order.
Posted on May 25, 2010, updated May 27, 2010
I have had a bad experience with this company. I hope the final outcome will be positive, but I am not confident that it will be.
I placed a large order 10 days ago, late at night after my kids were asleep. Being somewhat new to this house, and not entirely awake, I mis-keyed my house number. When I saw the confirmation notice the next morning, I immediately tried to contact Henry Fields to rectify the mistake.
I could not find a phone # so I used the customer service email submission option. I got a generic auto-response, thanking me for my letter and assuring me that someone would address my issue. Then nothing. I tried again, putting in the subject line, 'PLEASE RESPOND'. I checked online and saw that two pieces of my order shipped... to the wrong address. I then found their # on this website and called.
The gentleman that I spoke with was befuddled and asked me to call back in 2-3 days to correct the address. He could not explain why, just kept repeating that most of my order was already processed. I finally appealed to him to help me, and he indicated that he would contact the shipping department. I am unsure if that will actually happen, when I will receive my plants, IF I will receive them. What a hassle. Ordering plants online was a leap of faith; I'm starting to think it was a foolish decision.On May 27th, 2010, nanmc added the following:
Unfortunately, despite the comment on this thread, NO ONE from Henry Fields has contacted me. Apparently that is a stock answer. Interesting that they have someone responding to these threads but not to the inquiries that come into their own Customer Service site.
Bbefore I got off the phone the night I wrote this post, I asked that I get a confirmation via email that the shipping address would be changed. I have heard nothing. Today I got confirmation that my items were shipped... and the wrong address is on the confirmation.
This is one of the worst customer service experiences I can remember. I will not order from this company again. Unless by some miracle my plants arrive at my house, I will cancel the order, and if that does not work, dispute it with my credit card company. What a waste.Company representative comment on May 26, 2010: On May 26, 2010 10:48 AM, Henry Field's Seed & Nursery Co. (Canada) responded with:
Thank you for taking the time to post. We appreciate the feedback to better serve our customers. A customer service representative will be contacting you for your account information to locate your account and check on your order.
Posted on March 29, 2010, updated April 13, 2010
Posted on March 22, 2010, updated March 29, 2010
I got nervous when the Order Status page on their web site was missing several items. The list doesn't include prices just the total at the bottom. I tried to email customer service but it kept bouncing back. My fears grew after reading this thread. Thankfully though, this thread posts their phone number (something the Canadian site doesn't do.)
I called and a friendly voice answered, she will be sending me an itemized invoice today via email. If I don't update this you can assume my $900 order came through without a hitch and that my experience was positive. I will give a detailed description of my problems should they occur.
So far so good.
For what it's worth, I placed my order the first week of February. Shortly after their catalogue was mailed out with Harrowsmith. On March 29th, 2010, badboomer73 added the following:
I am pleased to see that Henry Fields watches these discussions. It has been a week since I requested an invoice via email. The invoice still hasn't arrived. I phoned the call centre back, there was no wait, the woman whom I spoke with was pleasant. She apologized for the delay and explained that the people working in the call centre couldn't directly email my invoice that the request was sent to the appropriate department. That department was very busy this time of year. The portion of my order that has been shipped should be arriving today or tomorrow. That order will include a full invoice.
I've worked in IT, construction and restaurants - I understand that businesses can get slammed with orders at times. Restaurants have their rush as do construction contractors and everyone knows that computers only do as they are told most of the time so I'm still giving HF's a positive review. My concern was pricked because their Order Status page stopped showing my entire order. All this could have been avoided had the web page remained accurate. It is reassuring to know I can call Customer Service.
FYI to Henry Fields - the first cheerful woman I spoke with was Rhonda, I didn't catch the name of the second person. Customer service isn't an easy job they are good representatives.
(I try to maintain a friendly-benifit of the doubt tone with companies I deal with and hope that they aren't IKEA. IKEA gave me the run around for 2 weeks. It wasn't until the 5th call when I became an A-hole on the phone that I was wisked away to "the real" IKEA call centre and my problem was finally dealt with instantly.)
I am happy to this point that Henry Fields hasn't required my blood to boil.
I will keep you posted on my order and experiences. Hopefully all will go well.
On April 13th, 2010, badboomer73 added the following:
Update: Invoice arrived so did seeds. It looks like the seeds took almost 2 weeks. I hope the live plants don't take that long.
note: I learned that all my seeds were shipped from the states. That's why it took so long.
Company representative comment on March 25, 2010: On Mar 25, 2010 2:15 PM, Henry Field's Seed & Nursery Co. (Canada) responded with:
I apologize for the trouble you had with our web site. I have made our site specalist aware of the problem. Please don't hesitate to contact us with any concens, we will be happy to help.
In the unfortunate position of having to order one thing from them since all organic seeds are gone from most co's at this time.
Right now, I'm having no luck getting a response to an order. THEY DON'T HAVE A 1800 #, and I'm not calling L.D. again.
We'll see how many more days until i get an email, the product or maybe its backordered or not available, who knows?
I put my order in online in early march 2009 . When I had not received anything by the middle of May I started sending emails ,but got no response from this company so I tried calling them on the phone but was always busy. I tried for a week straight ten to twenty times a day with no answer the line was always busy. I received on June 5 2009 about 1/4 of my order the plants were all hurting pretty bad and very root bound and very spindly as of today I have not received the rest of my order or been able to talk to an actual person or even get a reply from them. I will never buy from this company ever again and will tell everyone I know to stay clear from Henry Fields!
Just wanted to add my comments to the others here. My experience with this company appears to be typical. No plants, no reply to e-mails and no way of contacting them by telephone. I ordered from all three of their companies. From Spring Garden, I received nothing and have cancelled the order. From Brecks, I did receive the plants but they were in very, very poor condition and did not grow. I am waiting (probably in vain) for them to honor their guarantee and send a refund. From Henry Fields, I received only some of the seeds I ordered, the rhubarb (which appears to be ok) and some half-dead blueberry plants. There is no sign of any of the others I ordered and I doubt that they would be viable if they did arrive now. I will never order from them again - particularly given their total lack of customer service - and will be reporting them to the Better Business Bureau.
I ordered a large number of plants from Henry Fields in late April. I heard nothing and sent them two emails to their customer service account asking for a status update and heard nothing.
The plants arrive June 8. Half of the order was listed on back order. The plants that were shipped were undersized and dessicated. The plants in pots were so root bound they stand little chance of surviving.
Will not order from this company again.
tpilot Darling Lake, Canada (1 review) June 10, 2009
I ordered 3 Wisteria on May 12th/09 and as of yet have received
nothing. I have emailed and phoned with no success. As previous
reviews stated phone is always busy. I see they have already
taken the money which to my mind is poor business practice. Most
companies now just charge when item has shipped.On June 16th, 2009, tpilot added the following:
June 16 Plants arrived packaged well, plants were in plastic pots wraped in plastic and supported by cardboard and placed in box
Plants looked healthy. I still will keep my original rating as the
arrival time is unheard of these days. Vesey's I receive in less than
I ordered a lot of stuff from them back in March and have received nothing. My understanding is that they are owned by Brecks, as is Spring Garden. I ordered all of my stuff throught the Brecks number, so you may want to try that. Now that I have seen this, I will be calling tomorrow to find out what the problem is and why there is such a delay!!On June 23rd, 2009, Buttercup13 added the following:
After my initial comment I called the Spring Garden toll free number and asked where my package was. I was told that it had been sent by expresspost and they would search the parcels and email the info to me. I was also told that they are so far out in the boonies that they only have dial-up internet and can't get high speed! I received shipping info via email, and the parcels were by then at the P.O. waiting for pick up. When I got them one box was so badly packed that the plants were bounced around half out of their wrapping, some very dessicated and maybe croaked and the magnolia tree folded almost in half to fit into the tiny box... They offer the unlimited guarantee, which is good because judging by all other responses they will have a lot of claims!
Stay away from this company. I ordered alot of plants on May 15th online, 1 week later, I was trying to email and call them to get a shipping estimate.
Their phone was always busy, when I did get through they would lie to me and tell me soem tign had shipped, they even gave me a bogus tracking number.
When my order arrived today, all the plants were bareroot and VERY small and barely alve, I ahve sent them back , they tell me I will get a refund.
I am considering reporting this comoan to the BBB, I even called the US sister company, they didin't even know this compan was in operation yet.
We made an order on May 8, 2009 via their website.
The next day I emailed them about tracking of shipping and never got a response
Haven't heard from them in a week so I emailed them and again no response.
On the third week, I tried to call them a couple of times and it is always busy. Tried again the next day and I was able to get through.
They said order would be shipped last week of May.
It never came.
So I tried calling again but always busy so I emailed them to cancel my order on June, 5.
June 8, we got the plants and they are a bunch of twigs.
I will see if I can send this back and get a refund.
I ordered 4 Walker's Low catmint and 1 Sweet Autumn Clematis from Henryfields this winter and received a confirmation email in March. By the end of May, all of my other mail orders had arrived and I began trying to contact Henryfields to see when they would be shipping the plants. I tried calling several times, but the phone number was always busy. I sent 3 email inquiries to customer service with no response. The Walker's Low arrived June 5th as bare roots in plastic bags. They looked barely alive (and I will be very surprised if they do survive). The other plant was not there, with no explanation. I complained to the company by email with as yet, no response. I was really disappointed in the customer service (or total lack thereof) and with the plant quality. I will definitely not be ordering from Henryfields in the future.