I have purchased bulbs from Dutch Gardens for years and have always been happy with them and referred many people to them. This year however, has been dramatically different.
It started with my first order that contained dahlia bulbs that were labeled with a different name than what I had ordered and 2 Thomas Edison Dahlias that were all shriveled up. I called after trying to get the TE bulbs to come back to life after several weeks, and they sent replacements. I asked if they could rush them because we were getting late in the season but they said they couldn't and it took a really long time to receive the new bulbs (something like 4-5 weeks) I again received 2 Thomas Edison bulbs (that did not look healthy) and other dahlia bulbs labeled with different names than what I had ordered. By the way, I currently have 17 very healthy dahlias in my yard (4 which I purchased from Dutch Garden's last year) so I have experience with Dahlias.
I called customer service and said that it was too late in the season (and they take too long to re-ship) for me to get replacements on this last shipment. I asked for a credit to be applied to Fall bulbs I was planning to order but I also asked to be credited for the shipping charges because I knew I would have to pay for the shipping charges on the new bulbs. The Customer Service Representative was very unpleasant and kept saying "you got product from us so you received the shipping". I told her I understood that and would have no problem covering shipping if I made a mistake in ordering but, that they shipped me defective product and the wrong product (on two occasions). She just kept repeating her same phrase over and over so I asked who else I could talk to. she told me I had to write a letter (could not call or email) the Office Manager.
I wrote a letter to the Office Manager detailing everything that happened and also explaining that I needed these particular bulbs because I had a garden design company and my yard was being showcased in a charity event and that now there were empty spaces. I included the list of the $75+ worth of fall bulbs I would be ordering if they would refund the shipping.
My response was a form letter with a credit for the defective and incorrect bulbs (no shipping charge credit). In the meantime, another dahlia bulb I have ordered has still not bloomed (one of the replacements for the wrong bulb they sent me) and it's the end of September. I would guess it is also the incorrect bulb.
I am so disappointed in not only the defective bulbs I received this year but by the rude and unresponsive customer service I received. I will no longer recommend Dutch Gardens to friends and clients because of this.
If anyone has suggestions for a better bulb company I would love to hear them
On May 29, 2014, yooperexpat Louisville, KY wrote:
Posted on May 17, 2014, updated May 29, 2014
Posted on April 9, 2014, updated May 17, 2014
been ordering from this company on and off for 40 years, always excellent quality .This year ordered plants and DG can teach other companies how to ship. Each plant completely protected in a cardboard collar, no damage whatsoever. Not like other companies.
On May 17th, 2014, yooperexpat changed the rating from positive to negative and added the following:
I spoke too soon. My first order was fine. The second I waited and waited and waited, emailed and called. Finally got the "top size" lily bulbs, one type were very small and the other were seedling bulbs. Had to cancel the plant I ordered also and am still waiting for a refund. I did not realize the company had been sold. Probably will not do any more business with them, too bad as they were a good company.On May 29th, 2014, yooperexpat added the following:
last comment: it is the end of May. I still have not received any refund for the cancelled plant. I was told I had to mail back the bulbs to get a refund thereby throwing good money after bad. Will not do business with them ever again and suggest that others don't either. On May 29, 2014, Dutch Gardens responded with:
"On May 21, 2014 11:14 AM, Dutch Gardens responded with:
We are sorry to hear of this customers experience. We are the same great company that you ordered from previously. We provide top-sized bulbs and healthy stock by the best growers in Holland and the U.S.
A customer care representative has contacted this customer for further information.
On May 17, 2014, neveragaindg Bloomington, IN wrote:
I've just had a terrible experience with Dutch Gardens and will never do business with them again. The main problem is a total lack of information and communication. My order was way late in arriving so I called to find out the problem. One item was back ordered, so I said to cancel it and ship the rest. The person on the phone couldn't tell me when my order would ship. "Well, I know they'll be doing some shipping this weekend....". In the meantime, local stores have had these plants for sale for over a month. Why don't they do partial shipments when something is back ordered like other companies? Several days passed and still no plants. Unlike other companies, this one doesn't alert you when they're shipping products. You just have to check mail delivery every day, day after day, waiting, wondering. So I called again. Still no one could tell me when/if I would ever get my plants. I said to cancel the entire order and refund my money so I could buy the plants locally. "You ordered online, so you can't cancel by telephone." You've got to be kidding. So I went to their website and sent a message via "Customer Service, Contact Us." Still nothing. So I called again. This time a wonderful woman actually helped me. She said messages from telephone calls must be hand-written and sent to another building. Not much effort is put into internal communications, let alone with customers. Evidently there's a lack of computerization at Dutch Gardens. She put me on hold and found out they had never received my Customer Service message. They think that function might not be working. Really? So I sent an email message, then waited and waited, wondering if I would have to file a small claims suit in court. I sent them an email message titled, Can Someone Please Help Me? explaining my situation, but no response. In the meantime, my order arrived yesterday. I've never had this much trouble dealing with what appears to be a large company. If they can't join the 21st century and provide decent customer service, I don't think they should be in business. Terrible experience. If you do business with them, expect lots of frustration, and good luck to you.
On May 17, 2014, Dutch Gardens responded with:
"On May 21, 2014 11:10 AM, Dutch Gardens responded with:
We are sorry to hear of this customer’s experience as we do take pride in our customer care. As many know the weather this year has been very unpredictable which has started our shipping later than usual. While it may be warm in your location we have to take into consideration the transit. We want to make sure the plants reach our customers in the best condition possible.
A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem.
On May 9, 2014, dandolly Lake Saint Louis, MO wrote:
Posted on May 9, 2014, updated May 9, 2014
Posted on May 9, 2014, updated May 9, 2014
Posted on April 21, 2014, updated May 9, 2014
I am a 20 year customer of Dutch Gardens, and was always happy. But since 2013, it's been problem after problem. For my fall 2013 order, they sent 1) the wrong daffodils (so now I have a mismatch) and 2) "mixed color" crocuses that were all white except for 5 of 7 purples and no yellows. Today, the final indignity. I received a $100 gift card for my birthday, but when I called to use part (for two spring-planted perennials) but reserve the rest for my fall order, I was told the gift card was "use it all, or lose it." I have never heard of such a thing! They plan basically to steal some money already paid to them unless I use the card all at once. They were a nice company; now, just more greed and incompetence.
On May 9th, 2014, dandolly added the following:
What Dutch Gardens wrote in response to my post is a lie. 1. They never contacted me. 2. When I called back a few days later to try to divide the gift card, I was given the same "use it or lose it story"—that is their policy, even though they deny it here. 3. I worked it out with them that I could make my fall bulb order along with my small spring order, so that I could use the whole gift card at one. 4. Two weeks later, I called because my spring order had arrived, and was told my order was "dead" because of some technicality they could not explain; since I had discarded my gift card (having thought I used it all up) I asked for replacement card number so I could order again, and was told they'd have to check into it. Bottom line: Dutch Gardens has effectively taken $100 of gift money without providing any product in return (also called stealing). This once excellent company has been sold to an outfit called Burgess, and is now an operation designed for now other purpose than to steal customer's money, either by providing shoddy product or no product at all. Long-time Dutch Gardens customers be warned: THIS IS NO LONGER THE COMPANY YOU KNOW. It is a sleazy operation.On May 9th, 2014, dandolly added the following:
Oops, typo in point 4: "…because my spring order had NOT arrived…"On May 9th, 2014, dandolly added the following:
We do apologize if this customer was given misinformation. We would of course let her carry the balance of the gift card. We have contacted this customer to be of further assistance regarding the certificate as well as the Crocus.
On May 13, 2014 1:50 PM, Dutch Gardens added:
We have, again sent a Dmail on 05-11-14 to try to resolve this situation. We do show an fall order that was shipped on 09-25-13 as well as a new order placed on 05-01-14. Both orders were placed using the gift card. We are sorry to hear of the confusion but we do show that we have done what was requested."
The orginal owners was Quite Good, Not these guys
This Company has been SOLD to someone who does not
care, I ordered some fernleaf peonies from the orginal company, But before I received them, the company was sold
I did not get what I ordered,
I won't order here anymore
SAVE YOUR MONEY AND ORDER SOMEWHERE ELSE!
I will never use Dutch Gardens again. I specifically sent an email requesting my order be canceled and I be refunded my money and they went ahead three days later and shipped the order and charged my card.....NEVER AGAIN.
On Mar 21, 2014, Dutch Gardens responded with:
"On Mar 26, 2014 9:28 AM, Dutch Gardens responded with:
We are sorry to hear of this customers experience. It does become very difficult to cancel an order once entered into processing. We do have a refund guarantee and we have contacted this customer via D-mail to see how we may be of assistance."
On Feb 25, 2014, gardenvetlee bayonne, nj United States wrote:
I spent a lot of money on bulbs in the Fall. While planting, I realized I needed another set of a certain iris to maintain the symmetry of the garden so I called to order it and they told me they were in stock. I had to pay twice as much for shipping than the bulbs but I accepted. The wrong bulbs arrived and when I questioned the company, I was told that my item was no longer available and they shipped what they had. I explained this was not acceptable and wanted a refund and my shipping costs. They stated that it is written somewhere in the catalogue that they have a right to replace one item when another was not available. I have yet to find that statement in the catalogue - although I'm sure they have hidden it somewhere. So, I had to change my plantings and I was out close to $20. I tried to reason with the salesperson but they were adamant. I order almost exclusively from online sources and have always been satisfied but I will never use this company again and I make sure all of my gardener friends know what they did. Very dishonest!!
On Feb 25, 2014, Dutch Gardens responded with:
"On Mar 5, 2014 11:43 AM, Dutch Gardens responded with:
We are sorry to hear of the problem with this customers order. Our substitution policy is as follows:
Orders are filled by item number exactly as received. If a variety is sold out, we reserve the right to substitute one of equal or greater value.
If the customer is not happy with the substitution we will happily send the correct item once available, or refund the purchase price. In both instances the customer gets to keep the substitution.
We have contacted the customer to see if we may be of some assistance."
I am another very long time customer who was poorly served last year. My order was months late - didn't arrive until the heat of summer. The plants were pitiful and the "full size" bulbs were miniscule. I did not contact the company to give them a chance to set things right - the order fulfillment was so awful that I'd be crazy to depend on them again. What a disappointment after years of spectacular products and service.
On Jan 6, 2014, Dutch Gardens responded with:
"On Jan 11, 2014 1:33 PM, Dutch Gardens responded with:
We are sorry to hear of the problem with the plant. We would be happy to issue replacement and do hope that the customer takes advantage of our guarantee. We have sent a Dmail to the customer requesting further information.
Dutch Gardens does not ship what they advertise and does not refund their mistakes. Avoid this company unless you want to deal with frauds. I ordered Oriental lily Bergamo and was sent a different lily. When I sent them my invoice and requested a refund they started asking a bunch of nonsense questions designed to give me the runaround. NEVER AGAIN!
On Oct 21, 2013, Dutch Gardens responded with:
"On Oct 29, 2013 10:03 AM, Dutch Gardens responded with:
We are sorry to hear of this customer’s experience as we do have both a refund and a replacement guarantee which is clearly posted on our website and we stand behind them.
A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem
They have been great with bulb orders over the years. However I will never again order any perennials from Dutch Gardens.
Similar to a previous poster, I called them at least twice last fall with concern that I had not yet received the brunnera and euphorbia I ordered and was told each time that "they are shipped at proper planting time". I received and planted them finally. No sign of two of the three euphorbia this year.
Plants fail sometimes - I get that. Euphorbia have been tricky for me. I get that. However because I KNEW I received them late and had tried to get them earlier I was not happy and called.
So I called Dutch Gardens three times (which makes 5 phone calls in total after my on-line order):
Time One: was told they were sorry. I asked for a refund and the gentleman said they would be happy to replace the plants. Since I WANTED the plants I said Great.
Time Two: approximately a month later, was told the request was in the system and it was probably taking a little time to get through their system. I was concerned as I was leaving on vacation and did not want them to come while I was gone. Oh they will get there by THEN I was told.
Time Three: almost end of June and still no plants so I said forget it and send me a refund. This time I heard there are no refunds unless you report a problem within 30 days of planting. This was of course ridiculous as how would I know before spring at the earliest. Then he said the plants were for appropriate for fall planting so I wasn't going to get them in the summer. I gave up.
I have to say this was the most unsatisfactory exchange I have had with a vendor in a long time, and I recommend staying AWAY from Dutch Gardens for perennial purchases.
Ordered 3 "Revolution" Hydrangeas in June. They came on July 16, It was a good price and the plants are lovely. They were well packaged. If I have any criticism, it concerns communication. There was no notice of shipment, and, it being summer, I could have been on vacation. I have read the comments about not getting what one ordered. I'll have to wait until these bloom to see if I got what I ordered, and I would have to do that no matter who I ordered them from. All in all, a positive experience.
Posted on May 14, 2012, updated July 10, 2013
Posted on April 26, 2012, updated May 14, 2012
I gave them a try with an order for a couple of orienpet and asiatic lilies. The bulbs that arrived were of a good size and healthy and well-packed in a sturdy box. I immediately placed an additional order for more lily bulbs and a couple of perennials so we'll see how they do with the second order.
On May 14th, 2012, vorlonken added the following:
I was so happy with my first order that I placed a second order for more asiatic lilies and one perennial. Just as with the first order, the lily bulbs were of excellent size and quality. Two were so big they barely fit into the hole that my bulb planter makes and two others were already dividing. The perennial was healthy, undamaged and well-packed.
The Eucomis 'Leia' was a special bargain. I thought I was buying *one* bulb but the offer was for 3. That was a really great price for that cultivar of Eucomis.
Based on my experiences this year I will be patronizing Dutch Gardens in the future, as well.On July 10th, 2013, vorlonken added the following:
I'm sad to see the negative reviews piling up :(
Like another poster, my hardy fuscia didn't return. I called customer service and it turns out that I was 4 days past the 1 year warranty ... but they did send the replacement. It seemed healthy when it arrived but has declined since. I'll continue to monitor its progress.
The three bulbs of Eucomis 'Leia' were a gangbuster bargain; they grew and flowered great and the bulbs more than doubled in size and have started to divide. The clump I have this year dwarfs last year!
My own experience has still been positive and I remain enthusiastic. Even though the fuscia isn't doing great I'm still impressed by the superior sized bulbs they sent me last year. Their prices are moderate for the quality of the bulbs I have received.
I think I will place an order for Fall plants and see how they do.
There are plenty of big, popular mail order companies that charge way too much for substandard plant material (Gardens Alive, anyone?). So far Dutch Gardens has proven superior.
I also received tulips that were incorrectly labeled and unwittingly planted them in a bed with many other tulips. They came up the wrong color, which clashed with the existing tulips. I contacted Dutch gardens. After sending them pictures, I received a refund in the form of merchandise credit. However, my experience is still negative. I now have to dig out the entire bed and give way the clashing bulb mixture, buy new bulbs for the entire bed and replant the entire bed to get back to where I thought was last fall.
Dutch Gardens sent me the wrong tulip bulbs twice in two years. The colors were completely wrong. When I called to explain that the wrong color tulips had just come up again this spring, the customer service rep told me I had to email my complaint with photos, which I did. She would not help me over the phone. Subsequently, I received in the mail a certificate to use to reorder from them. The certificate was not enough to cover the wrong two orders that I received. In my email, I had asked for a credit to my credit card or a reshipment of the right bulbs, but all I got was an insufficient certificate. Nonetheless, I called Dutch Gardens today to use the certificate to reorder only to be told I had to fill out the order form in the catalog and mail it to them with the certificate. I have done this today, paying shipping yet again. I have no assurance that the tulips that come up next spring will actually be the ones I ordered two seasons ago. I recommend that gardeners deal with a company that correctly fulfills orders the first time and that makes it easy for the gardener to get what was ordered if the company has made a mistake. Dutch Gardens made a mistake two years in a row and I still do not feel they have treated me fairly, but I have no other recourse with them at present.
On May 20, 2013, Dutch Gardens responded with:
"On May 28, 2013 1:07 PM, Dutch Gardens responded with:
We are sorry to hear of the problem with the tulips. A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem.
LIke may others, placed my order (and was CHARGED for the full order) back in February 2013. Living in the Mid-Atlantic area, didn't expect my order until at least April . . . when I heard nothing by mid-April, started contacting customer service, and got generic, form responses, "we will ship when weather is appropriate for your area, blah, blah, blah." I was about to cancel the order when at the very beggining of May I received a partial - less than half - order. So, OK. Expected the rest shortly, but no such luck. Here I am mid-May - most of my order outstanding yet paid for. No response to my email status request so I tried calling. First no answer, and then continually busy first day I tried. Finally got through today, and reached someone who said they were sorry but didn't know if or when my order would ever go out. So I have emailed again stating I want the order or a refund immediately. Since they already have my money and have been so unresponsive up to now, I have a feeling I'm in for a battle. Needless to say I will NEVER order from them again, and will shop local, where I get what I want and what I pay for. I would advise NOT placing a large order, should you decide to take a chance and place an order with this company.
On May 14, 2013, Dutch Gardens responded with:
"On May 28, 2013 1:04 PM, Dutch Gardens responded with:
Orders are typically processed within 1-2 weeks of receipt. Because we inspect, hand select and hand wrap every plant to ensure the highest quality product and the safest shipping, you can expect us to ship your order within 1-2 weeks of receipt. Also, please keep in mind that an order may ship out later depending on availability of plant material and weather conditions.
A customer care representative has contacted this customer for further information.
I placed an order on January 23, 2013 with Dutch Gardens.
The order was not a small order, my credit card was charged for $407.31 when the order was placed. It is now April 26,2013 and I have only received three of the eleven different kinds of plants I ordered I received the three plants after I called about my order in early March, they said they would send what they had available. March 15 - I received a small order. I called again two weeks later and was told that all but three kinds of my plants were ready to ship, but they would all be ready to ship in two weeks and they prefer to ship them all together. Since I still have not received them I called again yesterday, April 25 and was told they are still waiting for one plant I ordered to get big enough to ship. I told them I would like all of my other plants that were ready to ship to be shipped out. I was told how their shipping department works, when I persisted I was told they would send a note to the shipping department and see if the other items could be shipped without the single plant that was holding up the order. I was told that the plant could possibly be ready and the system may not have been updated and I could call back again in two weeks to check if I do not receive my order. It seems as if their phone personnel are trained to give the two week answer as I get it every time I call and am very unhappy with the service I have received from Dutch Gardens.
Three or four years ago I ordered a hardy fuschia from DG. The plant arrived in good condition and it grew and flowered well that spring and summer. The care instructions said to cut it back to the ground in late fall/early winter for my growing zone-which I did. The following spring nothing came up. I waited until the middle of May to call DG about the problem and the girl I spoke with told me to give it more time to start regrowing,which I did! When I called in June to report that the plant was dead, I was told once again to "wait and see". I was never offered a replacement or an apology! This year I inquired about the size of the Elodie lily, since other catalogs claim a height of 4 feet, but DG says 20 inches! I received an email which simply qouted the catalog description-what a waste of time!
We are sorry to hear of this customer’s experience as we do take pride in our customer care. We do have both a refund and a replacement guarantee which is clearly posted on our website and we stand behind them.
A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem
Posted on February 21, 2012, updated January 21, 2013
Is "Dutch Gardens" now REALLY affiliated with "Burgess Seed Co?" I have been a long time customer of "Dutch Gardens" and I have enjoyed their top sized bulbs that have grown every season guaranteed! Then, this season of 2012, I got a similar catalog called "Royal Dutch Gardens" and they had some of the same bulbs on a sale page that are in the "Dutch Gardens" catalog for less money. Now, I'm reading these reviews Burgess Seed Co bought out "Dutch Gardens" and that the quality has dramatically plummeted. Is this true? Because, I have two catalogs for season 2012 of summer. One says "Dutch Gardens" and one is thinner of less quality that says, "Royal Dutch Gardens" which leads me to believe that they are not one in the same. "Royal Dutch Gardens" says its affiliated with Burgess Seed Co. and "Dutch Gardens" doesn't state any such thing. Please let me know what has happened. I can't continue to share with my friends and family if this is no longer the "Dutch Gardens" I have come to trust; Or is this "Royal Dutch Gardens" a copy cat catalog to fool customers that its is "Dutch Gardens" and they never bought the original "Dutch Gardens" out? If anyone can provide info to end my confusion, I'd appreciate it.
On January 21st, 2013, lljames changed the rating from positive to neutral and added the following:
Update on my Dutch Gardens bulbs I received and planted in 2012. I ordered from "Dutch Gardens" and not the other division of Burgess See Co. "Royal Dutch Gardens."
My bulbs were not all top size and this bothered me. The catalogue didn't even list the zones like they used to so that you're informed so I gave them a call and asked them to please inform the company to do this. Because, I live in what's categorized as zone 9, but I get away with planting zone 8, because I live in a micro-climate. Without that info, I can't order tulips. So, I didn't order tulips for last Spring nor this Spring. Their tulip catalogue is now useless to me.
Anyway, when I received my oriental lilies and gladiolas, I was blown away that some of the bulbs were smaller and not all top sized as advertised. The bulbs did grow, but I didn't get the amount of rigorous flowering from the smaller bulbs that I was so spoiled from in the past from this company.
They seem to be going down hill for some reason. Don't know why that is. But, their quality control seems to have flushed down the toilet.
However, this year, the bulbs have had time to double and I expect the blooms from all of them that I should have gotten in the first place.
I'm disappointed. On Jan 21, 2013, Dutch Gardens responded with:
"On Mar 23, 2012 8:30 AM, Dutch Gardens responded with:
Royal Dutch and Dutch Gardens are 2 separate companies. We are happy to say that we still use the same wonderful growers that we always have. We always strive to select top size/top quality bulbs for our customers."
On Nov 5, 2012, georgefleck Philadelphia, PA wrote:
Posted on September 7, 2012, updated November 5, 2012
In late spring I ordered a Sanguisorba obtusa, Japanese Burnet from this company. They charged my credit card
but never told me they would not ship until August When the plant arrived, it was a bare root plant and looked dead.I planted it immediately, and this morning I chucked the plant. Nowhere in their website or catalog does Dutch Garden mention (like most other nurseries do) that the plant is shipped bare root. Do not buy from this company.
On November 5th, 2012, georgefleck added the following:
They finally sent me a store credit for $12.99, but no refund for $8.95 (for shipping me a dead plant). I ordered a Japanese Iris using the store credit, and in three weeks I received the Iris. When I opened the box I found a small tangle of very dry roots in a plastic bag. Put the roots in sugar water overnight and planted in potting soil. After 2 weeks of careful watering, I dug up the roots and they were absolutely dead. I didn't call the company and ask for a replacement as I would have to pay another $8.95 in addition to the $31.89 I had already wasted. I don't know who does their packing and shipping, but evidently they cannot tell a dead plant from a live one. Shame on me for ordering from a company with a high negativity rating of 22% without checking Dave's Garden. On Nov 5, 2012, Dutch Gardens responded with:
We are sorry to hear of the problem with the plant. It does state in the catalog that this plant is shipped as a bare root. We would be happy to issue replacement and do hope that the customer takes advantage of our guarantee. We have sent a Dmail to the customer requesting further information."
On Oct 13, 2012, boardwalkgal Jenkintown, PA wrote:
Posted on August 15, 2012, updated October 13, 2012
Let me start by saying that I have been a Dutch Gardens customer for about 25 years. I was always pleased with the quality of their merchandise until 3 years ago when I was shipped inferior quality bulbs packed in plastic bags, as opposed to the usual paper bag and organic matter delivery. In the heat of delivery, the bulbs sweated and had no holes in the bags for moisture control. I thought I would give them another try this year for some of the unusual lilies that I grow. I ordered about $145 worth of bulbs for fall delivery and much to my surprise, they were delivered in the heat of the summer on August 10 to PA. The box was banged up and upon opening the package; I found the bulbs to look shriveled up, small and spongy to the touch. Upon speaking to Customer Service the responder indicated that the Lily Mix was from last years catalogue and that he would send another shipment on October 1. He indicated that he had nothing to do with bulb selection and this was the warehouse.
After thinking all of this over, I decided that they had sent me last years stock, based on his comments. I called back and this time spoke to another worker, she indicated that these were not last year’s bulbs. I told her that this bulb mix was not listed in the catalogue but only appeared on the Internet. She stated that it was listed in another catalogue, which I did not have. I then asked her to request that the warehouse handpick my bulbs so that I could be assured of quality control. She said that was not possible. I then asked for the name of the CEO so that I could write a letter. She would only give me the name of Emily Watkins, the office manager. She further indicated that a refund would only take place 2 weeks after return of damaged goods and that I would have to pay shipping.
This woman asked me “what company are you ordering from” which suggests that customer service is not part of Dutch but a general calling center for a myriad of companies.
I will update you upon delivery of my October shipment.
On October 13th, 2012, boardwalkgal added the following:
On October 13, 2012 I called Dutch Gardens to inquire about my order since I did not receive it. To refresh your memory, refer to my previous comments regarding a shipment of rotten bulbs received in August. I was promised a new shipment in October. I spoke with both Mandy and previously Mike who indicated he would notify the warehouse. This time Mandy stated that all shipments have gone out and they have no copy of my order and it would take several weeks to research this. Incidentially, I never received a follow up call or letter regarding my August phone call. They have repeatedly given false information.On Oct 13, 2012, Dutch Gardens responded with:
"On Aug 21, 2012 10:26 AM, Dutch Gardens responded with:
We are sorry to hear of the problem some of the bulbs. We still receive our plants and bulbs from the same wonderful growers as we always have. We always strive to select top size/top quality bulbs and plants for our customers. We have contacted this customer for further information.
I recently got my mail order and was very pleased with my peonies and iris.The peonies were huge size I am pretty sure with these bulbs they will establish fast and bloom soon. They were not cheap but that what you pay for .I ordered peonies 2 years ago from a different bulb company and they were tiny in comparison. It was my first experience and I was happy . The iris was good quality too with plenty of roots.
They also include unexpected gift of 8 Apricot Impression tulips
which were big and healthy bulbs. I appreciate it.
I will buy from them again.
This company is a mixed bag, but overall the experience was negative and I feel it was not a good value for the price. No shipping/ tracking info was provided and my email inquiry to the company advised me they had no record of my order. I called and they located the order I found the confusion unusual as my card was charged already. I spent almost $200 with them. Some plants were generous (Salome daffodils) other very disappointing. The grape hyacinths, blackberry, iris and blueberry plants were of lower quality than the ones i have seen at Home Depot. Today I went to HD and picked up grape hyacinth bulbs of much better quality and for cheaper than I received from DG. Do not buy from these guys. I just got a new house and have tried multiple vendors. These are not the absolute bottom of the barrel, but they are shooting low on the value scale. Save yourself the trouble.
On Oct 6, 2012, Dutch Gardens responded with:
"On Oct 8, 2012 12:46 PM, Dutch Gardens responded with:
We are sorry to hear of this customers experience. We do provide top-sized bulbs and healthy stock by the best growers in Holland and the U.S. A customer care representative has contacted this customer for further information."
On Sep 23, 2012, ashley360 South Salt Lake, UT wrote:
I used Dutch Gardens for my wedding favors and I was very pleased with what I received. I ordered 200 bulbs with 3 varieties: Peacock Orchid, Freesia Mixture, Crocosmia Mixture. At first there was a delay in the order due to weather, but my order arrived in time for the wedding. Although it caused a little stress (those little wedding details) its because they want to make sure their flowers arrive healthy and ready to plant with satisfied customers. When my bulbs arrived, they were gorgeous. I was so excited to be giving them out at my wedding and the guests loved them. I was also pleased with the two lily bulbs I received as a free gift with my order. I will definitely use Dutch Gardens again. My only suggestion is they use different method of transporting their bulbs instead the plastic bag they used for mine.
I have never had such bad customer support in my life. I was a loyal buyer from Dutch Gardens for over twenty-five years and bought two rose bushes from their web site in June. Two months later I have now received one of them and have felt that no one, and I mean no one, is listening to me when I contact them. As I told the rep on the phone this morning, I tried eight times to call and the line was busy every time. I emailed at least six times and all I got was a form response. I felt the gentleman I talked to this morning was rude and condescending on the phone. I will never order from Dutch Gardens or anyone associated with this group again. I did not know that Dutch Gardens had been sold and it's a shame that a company can take the name of a reliable and well thought of vender and trash it like this.
On Aug 15, 2012, Dutch Gardens responded with:
"On Aug 21, 2012 10:24 AM, Dutch Gardens responded with:
We are sorry to hear of this problem. A customer care representative has contacted this customer for further information. "
Posted on May 14, 2012, updated May 14, 2012
Posted on April 4, 2012, updated May 14, 2012
Posted on January 28, 2012, updated April 4, 2012
Placed several large catalogue/check orders from Dutch Gardens, Bloomington, IL, from their colorful catalogues last year to include bearded irises (grown in OR), tulips, daffodils, lilies, from Holland -- all of which were planted and should appear here in Spokane (Zone 5-B) later in the season. (We have all four seasons and it is very hot in the summer and very cold and snowy in the winter. I do put fine bark down in the gardens to protect the plants.) I'll let you know how they bloomed later in the year, but I was pleased to see the good condition of the bulbs, etc. on arrival, all products accounted for, boxed and labeled nicely, and it seemed to me that their bulbs, rhizomes, etc. were even healthier and larger than ones I had purchased from other mail-order companies. Their products are, on the whole, rather expensive, but not out of line and with a nice and varied selection and offered some I hadn't seen in other catalogues. There are "65 sale items" and "money-saving collections" and "75 new items" advertised in their Spring 2012 catalogue. They've sent me two spring catalogues so far this year, one that had a nifty "table of contents" listing types of plants and page numbers for reference, which was very helpful and appreciated. Having said that, I WAS concerned because Dutch Gardens did NOT send me confirmation e-mails of orders received nor e-mails stating when they had shipped same or any sort of tracking information - again, which the other nurseries I use do routinely. When I e-mailed them a query - ("Just checking to see if you got my order."), I got a "stock" e-mail answer that the "order was being processed and would be sent at the appropriately time," no details. (I didn't try phoning them.) I did receive all the products in a timely fashion, despite my concerns, but I had to remember to tear off their shipping labels securely taped to the outside of the cartons in case of replacement within a year; this process was a struggle for this senior, to rip the labels off before recycling the cardboard. They don't have a mechanism on their website whereby you can see your prior orders listed as a reference, as many do, to refresh your memory of what you've ordered. They don't offer $25-off coupons in their catalogues, like some companies, nor do they have a guaranteed "lifetime replacement" if unsatisfied with no return of plant or paperwork needed, as Breck's does. I might add that the Breck's, Michigan Bulb and SpringHill, which I have done business with provide excellent service, and no-hassle replacements on request, and nothing needs to be shipped back to them, they take your word for it. I have no complaints with them whatsoever - rather but just wanted to try another company for fun. Now, Dutch Gardens do currently offer (for example) a pair of beautiful white lilies of their choice (worth $10) free with a $50 order. So, there you have it. Despite my apprehension, and feeling disconnected to what was going on with my orders, they did send me good-looking products that were well packed and all accounted for. Perhaps their seemingly larger and more robust-looking bulbs to my eye will produce beautiful flowers this spring and summer, I'll let you know one way or the other.
On April 4th, 2012, jeanrice added the following:
I'm holding off sending in my completed order form for a large order from their 2012 "Dutch Gardens" catalogue until I hear back about a few irises that did not make it on my initial $300+ orders last year. As far as I can tell, most (if not all) of the tulips and other plants are thriving and am looking forward to seeing them when they blossom. After contacting them by e-mail, after a several-day wait, I received an e-mail stating they forwarded my query regarding replacement or credit onto another employee or department. So far I haven't heard anything back - quite unlike other companies I use, such as "SpringHill" and "Breck's.," who get back to me in short order. Since "Dutch Gardens" only has a one-year guarantee, rather than a more than generous lifetime of gardening as does "Breck's" and some others, and because "Dutch Gardens" products are in the high range price-wise, I am concerned. I'm sure they are very busy this time of year, and since the reviews are mixed on this company, I remain hopeful. I'm not one to bother a plant company about one little bulb in a large collection that doesn't come up, so don't believe I am being unreasonable in requesting they make good on their promises. Jean, senior on a fixed income. . On May 14th, 2012, jeanrice changed the rating from neutral to positive and added the following:
The many fancy tulip bulbs I ordered from Dutch Gardens and planted came up and are REALLY SPECTACULAR, true to their photos in their colorful catalogue. On May 14th, 2012, jeanrice added the following:
ADDED NOTE: Per their instructions, I sent in the original shipping label with my notification that some of the OR irises hadn't made it; I did receive a postcard assuring me that they had made note of it and would be sending replacements in the fall.
On May 3, 2012, JenDion Litchfield, NH (Zone 5b) wrote:
Posted on January 21, 2012, updated May 3, 2012
Last spring I ordered a "Vigna Caracalla" vine from Dutch Gardens. It is not hardy in my area so I dug it in the fall and brought it in. It has finally started to produce some flowers (Jan.2012), which are pretty, but are solid lavender in color (not a combination of cream, yellow, lavender), and have NO scent whatsoever. Upon researching, I determined that they are advertising Vigna Caracalla but shipping Vigna Phaseolus Caracalla, which has similar flowers of of solid lavender and no scent. I should think that a company like Dutch Gardens would know what they are selling and be sure they ship that variety.
On May 3rd, 2012, JenDion changed the rating from negative to neutral and added the following:
The rep contacted me after I posted the above review. They offered to replace it or issue a merchandise credit, which I took. I'm hopeful that the plant I ordered will be the correct variety.
I have ordered bulbs from Dutch Gardens for many years and have always been extremely satisfied with the quality of their fall bulbs. The Pink Impression flower bulbs were huge as well as the Miss Saigon Hyacinth bulbs I received this past year. They all bloomed beautifully in the garden. I also was thrilled with the gorgeous Intrigue Daffodils that I have ordered from them several years in a row. They are not cheap but they send great quality bulbs that are packed wonderfully.
On Feb 1, 2012, pirl (Arlene) Southold, NY (Zone 7a) wrote:
Posted on May 2, 2005, updated February 1, 2012
Dutch Gardens is the catalog I'd choose if I could have only one to order from! I emailed them because ONE of the three poker primroses seems to have died. Just planted them about two weeks ago. They emailed me this morning that they were sending replacementS! I've only had the best experiences with this company.
On June 15th, 2005, pirl added the following:
Received and planted the replacements and they're doing just fine - no complaints!
Also ordered their waterlily dahlia collection and everyone was a smashing success. Didn't really expect them to grow faster and taller than Swan Island's but they have.
When I emailed them and told them about my review they emailed back and said they passed it around the floor. Such nice people!On June 15th, 2008, pirl added the following:
Four more orders from Dutch Gardens during the last year came complete and without any problems whatsoever. Last week they sent a coupon for $15.00 since the hosta they shipped was not Fire and Ice (an error on the part of a grower) but Stained Glass instead. That's honesty! I still could not be more pleased with any company than Dutch Gardens.On February 1st, 2012, pirl changed the rating from positive to negative and added the following:
So very sorry to have to change my rating on this once wonderful company. I ordered Blue Light clematis and this pitiful 4" tiny piece of root arrived. I complained and they replaced it with an equally pitiful clematis. Neither ever grew - not a single leaf. What a huge disappointment for the high price I paid.
Now that Burgess is the owner of Dutch Gardens the quality has taken a deep nose dive.
I'm so sorry to have lost this once great company.On Feb 1, 2012, Dutch Gardens responded with:
We are sorry to hear this! We have contacted this customer to assure her that we still receive our plants and bulbs from the same wonderful growers as we always have. We always strive to select top size/top quality bulbs and plants for our customers.
On Dec 23, 2011, Sandwichkatexan Copperas Cove, TX wrote:
Posted on December 6, 2011, updated December 23, 2011
Was a faithful customer NO MORE !! Burgess has killed this company . sad to say . However on the upside it has made me find a new source and I love it ! Easy to Grow Bulbs or Willow Creek
On December 23rd, 2011, Sandwichkatexan changed the rating from negative to neutral and added the following:
I will try them again ! They sent me a d mail and were very nice about my bad experience . I am still very apprehensive about but I will give a second chance for 2012 spring . The fact that they even cared enough to send a dmail well it is worth a second chance .
On Sep 7, 2011, flwrpwrful STORRS MANSFIELD, CT wrote:
Dutch Garden's customer service department has been amazing! Not only did they replace the monarda I had ordered, but they accommodated my choice of ship-by dates. I've never known another company to do that. I will definitely order from them again.
BEWARE! I have been a long-time customer of Dutch Gardens, with overwhelmingly good products and reasonable customer service on the rare occasion of problems. Most recently, however, I received an order in which more than half of the plants had rotted or died en route. When I contacted customer service to request a refund, I got a nearly automated response that I had to return the plants within 14 days to get a refund. When I further explained that the plants were in no shape to be mailed (iris rhizomes reduced to slime, etc.), I got another automated message to send a refund request in writing (as though email is not writing...) I will now mail this request to the company and see what happens, but the quality of merchandise (including size of those items that weren't dead), packaging and customer service has deteriorated badly--it is as though they are a different company entirely.
On Aug 17, 2011, Dutch Gardens responded with:
"On Nov 1, 2011 7:25 AM, Dutch Gardens responded with:
An order was received from this customer totaling $84.88 on 07-28-11. As per our guarantee a refund may be issued if the items are returned within 14 days of receipt. We do show a refund for the dead items (totaling $15.98) was issued, as well as a credit voucher for $7.99.
All emails are personally answered by a customer care representative and are not automated. As for the product, use have used the same Holland and U.S. growers for years and always receive top-sized bulbs and iris!
On Aug 10, 2011, suesinthegarden Highland, WA wrote:
I am the garden columnist for the Sunday editions of the Spokane (Wash.) daily newspaper, The Spokesman-Review. I am also a Master Gardener.
I have been a long-time customer of Dutch Gardens - I have been very pleased with both the quality of their products as well as their customer service.
For years, I have been looking for a Monarda cultivar, 'Beauty of Cobham,' that I saw in a garden a long time ago. It has a 2-toned flower (light pink and wine-colored). I finally found them at Dutch Gardens as plant starts and bought them a couple of years ago. The plants looked a bit sad and didn't make it through the winter.
I contacted Dutch Gardens and they replaced them for me the following spring when they had some available again.
That was last year and the plants are doing great.
I've ordered plants and bulbs from Dutch Gardens for many, many years and they always stand behind their products which is terrific.
I'm really tickled with these plants and they're looking particularly robust so they should do just fine from here on out. And here's the cool news: I just checked Dutch Gardens' online catalog and they do have 'Beauty of Cobham' available for shipping in the fall. If you would like to see a photo of the Monarda and more information on it and other garden topics, please visit my non-commercial garden blog at susansinthegarden.blogspot.com.
On Jul 18, 2011, kaep Yardley PA United States wrote:
I ordered 3 plants and 10 bulbs. I was away when package delivered and by the time I was ready to plant, the plants were dead. I contacted Customer Service and they were replaced. The plants are healthy and I next contacted them online to report that 8 of the 10 bulbs did not come up. In a couple of weeks, a package with 10 more bulbs arrived. I'm impressed!
On Jul 18, 2011, sallygard South Strafford, VT wrote:
Posted on May 9, 2011, updated July 18, 2011
Well, I got my order, some of which looks pretty iffy (I think one of the irises is dead, but time will tell), and it included two plants I didn't order. I certainly wouldn't order blue cupidome, which is Zone 5, since I'm in Zone 4. The woman who answered the phone said there was no way the mistake was theirs, as they don't make order mistakes. It was my mistake, she said, and if I didn't want the plant (that I didn't order), send it back AND pay for shipping it myself. She never said anything even close to "sorry about that." I won't order from them again, ever.
On July 18th, 2011, sallygard changed the rating from negative to neutral and added the following:
Well, turns out all other people at Dutch Gardens with whom I've spoken since writing the earlier negative comment have been perfectly nice.
The woman who upset me so much must have been the exception rather than the rule. Also, DG sent me replacement plants ... and though perhaps more than should have of the originals didn't thrive, still many of the plants are fine, and I'm NOT mad at DG now.
Interesting, isn't it, how one person who's rude can give a whole company a bad glow.
This year I ordered 2 sets of the Halskraag Dahlia Mixture (3 different colors). When the dahlias bloomed, 4 of the 6 were plain yellow, not one of the colors shown in picture or even close. This was disappointing as it ruined the color contrast that I had planned for that section of the border.
In previous years of Dahlia orders from this vendor, the colors were okay but the quality inconsistent even in the same variety.
I don't plan to order from them again. The dahlias in my local Lowes or Home Depot are at least as good quality.
On Jul 4, 2011, Dutch Gardens responded with:
"On Aug 31, 2011 9:16 AM, Dutch Gardens responded with:
We have tried to contact this customer via Dmail and have received no response. Halskraag means collar, and refers to the interior ring of petals rather than a color scheme. This mixture can contain a variety of colors and patterns. If the customer has in fact received an item in error we would be happy issue replacements as we do have a 1 year replacement guarantee on all of our plants! We always buy top quality, top size from our Holland growers!
Posted on July 3, 2011, updated July 3, 2011
I love Dutch Gardens and have used them for many years. Their bulbs produce the biggest and most beautiful plants I have ever seen. I have lilies that are almost 7 feet tall (they multiply every year, too!) and their dinnerplate dahlias are incredible.
I cheated on them this year and ordered from another company that was less expensive; I sincerely regret that choice. I will never do that again.
On the very rare occasion that I don't get the result I wanted from my order, Dutch Gardens was very helpful in either refunding my money, crediting my account, or shipping a replacement. This is a company I can trust and I will give them my business every year from now on. My favorite is their Kelvin Floodlight dinnerplate dahlia - absolutely huge and gorgeous!
On July 3rd, 2011, karmag added the following:
I didn't realize their return policies had changed when I posted my previous comments. I still plan on using them in the future. In my opinion, they have the best quality plants and bulbs available. I wish I could post photos of my plants; so many are in bloom and they come back even better year after year.
Posted on April 22, 2011, updated June 3, 2011
Communication with Dutch Gardens is horrible. First, contacting them by phone is very difficult because the phone is always busy. Their email response is very slow. Clearly their internal communications are very slow, too.
I placed a large order for plants in early February. However, after attempting to get feedback for over two months about shipping dates, and because plants were appearing for sale in local stores, I decided to cancel the order in mid-April. As instructed on the website, I tried calling. I finally got through and was told that my order had not yet shipped but that I had to send an email to cancel. I had already emailed in desperation and received a response the next day that my request had been forwarded to the appropriate department. I emailed again to request confirmation that my request had been received before the order had shipped. The response was merely that they had forwarded the request to the appropriate department. I assumed therefore that the order had been cancelled and I would receive a refund to my credit card.
To my surprise, the shipment arrived on April 21. I immediately called Dutch Gardens to ask what I needed to do and was told that the order had shipped on April 15 (which was 2 days after I had phoned and emailed the cancellation request. The customer service representative told me to return the parcel postage prepaid and to include a letter to the office manager requesting reimbursement for the return postage. I was told that Dutch Gardens does not offer the service offered by some businesses of providing a postage paid return label. When I queried this via email, I was informed that "as per our guarantee", I must return the package within 14 days postage prepaid for a refund and that a refund will not be issues until the package is returned.
I am appalled. This is Dutch Garden's error, not mine, and there should be no question of my having to pay any shipping costs and having to beg for refunds. This is the first time I have ordered from Dutch Gardens and it will definitely be the last.
On June 3rd, 2011, RobertaJ added the following:
June 3, 2011:
Dutch Gardens is unbelievable. I returned the shipment unopened at my own cost (approx. $20) within 4 days and have sent a copy of the tracking information showing signed for delivery on April 26. STILL no refund of any of my money . I have been working with the BBB in Illinois and received an unsatisfactory response from Dutch Gardens as a result of that complaint, which is still active. No help from the Customer Service Dept at Dutch Gardens either. I have ordered plants online from other companies many times (Springhill Nursery, for one) without problems or, if there were problems, they were promptly and satisfactorily taken care of.
DO NOT ORDER PLANTS FROM DUTCH GARDENS.
Also, they are still sending me email solicitations and paper catalogs - there seems to be no way to stop these!On Jun 3, 2011, Dutch Gardens responded with:
"On Nov 1, 2011 12:45 PM, Dutch Gardens responded with:
We are sorry to hear that this customer had a difficult time reaching us. We generally answer emails within 1-2 business days. The customer’s order had already shipped on the day she tried to cancel. A refund has been issued for this order. "
On May 19, 2011, sherry_butcher Colorado Springs, CO wrote:
Placed an order in January when I receive their catalog. One of the items was "dust" in a bag so I requested a replacement. The replacement was not much better but I was told I cannot have a refund, having tried twice with out success, but rather a "certificate" to use when I decide what I want to replace them with. Since that time three of nine corkscrew vines have died. I ordered from them two years ago and got wonderful plants. Was surprised to find out that they have been sold. Unfortunately the business model of employee owned has not been carried over. Still have not received certificate.
On May 19, 2011, Dutch Gardens responded with:
"On Nov 1, 2011 7:24 AM, Dutch Gardens responded with:
We did receive an order from this customer on 03-03-11 totaling $223.85. As per our guarantee a refund may be issued if the product is returned within 14 days of receipt. We do show that a replacement was issued for the item that died which shipped on 5/9. On 5/19 we processed a credit voucher for this item of $18. We contacted this customer via Dmail to let them know that the voucher had been processed and should arrive soon.
We are happy to hear that the plants received 2 years ago were wonderful as we are still using the same growers with the same outstanding quality!