Be aware of this online store! Orders take at least 2 months to fulfill and they ship whatever they have on hand! They don't ask the customer if they want to substitute a plant, they just take hold of your money and send you whatever half-dead plant they have. I WILL NEVER SHOP AT THIS STORE AGAIN! They are a ripoff!
I placed my online order on April 23, 2010 and I received it 2 months later. I was never informed that some plants were not available. They didn't even give me the chance to cancel or choose my own damn plants; they just went ahead and sent me whatever. HORRIBLE EXPERIENCE!
On Jul 15, 2010, Glasshouse Works responded with:
"On Jul 15, 2010 12:56 PM, Glasshouse Works responded with:
As you can see below, our feedback is almost always positive. This customer did not contact us. We will try to figure out who they are and get things straightened out. We will reship is we need to. We will suggest that they give us some possible substitutes so we can get some items to them the work for their situation. I will report here later when we get more information. Tom
On Jun 21, 2010, MSplantman Mississippi State, MS wrote:
Posted on June 17, 2010, updated June 21, 2010
Placed an order on April 3 with Glasshouse. Followed up and company said it would ship early May. Followed up early May, no response. Followed up mid-June, no response. They got my money, but no plants. I'm having better results currently with my west coast orders. Once this one is cleared, I'll be doing more business there.
On June 21st, 2010, MSplantman changed the rating from negative to positive and added the following:
I recently posted a negative rating, but Tom has tried so hard to make it right that I am compelled to give Glasshouse a positive rating. I do seek the unusual, hard-to-find plants. And I should add, they have many (another positive). The order was shipped to today and should arrive this week, with bonus plants to make up for the lost time. Hats off to Glasshouse Works (Tom) for such an effort to make things right. Thanks. Much appreciated.On Jun 21, 2010, Glasshouse Works responded with:
"On Jun 17, 2010 5:13 PM, Glasshouse Works responded with:
This is most likely a misunderstanding. This order had a lot of our rarer items on it. We were preparing some of the items specifically for this order . We have been in contact just now to assure this customer that we will ship very soon. I had emailed of the delay, but my email must have been filtered as spam. As usual we try to keep our customer service good. And we have renewed our efforts today! This will be resolved soon! Tom Winn, Glasshouse Works "
Posted on January 17, 2010, updated January 19, 2010
I ordered some plants from this nursery on October 7, 2009 and I still have not received any plants. I have emailed them a few times and they always say they will try and mail the plants next week or something. I gave them a chance but it has been 3 months. I don't think I will be ordering from this nursery ever again. Don't order from this place unless you don't mind waiting a very long time or never getting your order. :(
On January 20th, 2010, msteeleart changed the rating from negative to positive and added the following:
The same night I wrote this feedback I got a couple of emails from Tom of Glasshouse Works. He informed me that I he thought my order went out already but it must have been a mistake because I never received any plants. I think my order ended up getting lost and was overlooked somehow. He refunded my entire order amount and he sent me 7 very healthy plants the very next day. I am very happy with the plants he sent. He went above and beyond what he needed to do to make an unhappy customer happy. I appreciate that he was nice and didn't make me feel like I was the problem like many companies do now. :) I will shop here again.
I always had good expierences with Glasshouseworks. The plants are grown well. I have had to learn to be a little more patient, but good things come to those who wait a bit longer. They have the best website and are my favorite online nursery.
I received my order today approximately 5 weeks from order date, was told it could take up to 8 weeks so this was a nice surprise. Out of 7 plants ordered one was substituted. All of the plants but one showed No signs of stress and were gorges plants. One little begonia lost all of its leaves and looks dead but I will give it a couple of days before I call T.O.D. If I do have to call them about it I will let you know how things go, but for now A+ very pleased.
i just recieved my order today everything looks great and the plants are larger than i expected. i talked with tom when i placed my order by phone he was so nice and very helpful, i can't believe they have ever gotten a negative rating ,this company is great don't worry about any negative comments and place your order with them you will be glad you did.
thanks tom for all your help and my desert rose is very nice.
Having received plants from Glasshouse Works in the last few days, I'd like to take this opportunity to write that, as always, merchandise is top notch first quality, shipping very prompt, and packing excellent. Although very rare, when I have had a problem with a plant received everyone is more than helpful to resolve the issue to my complete satisfaction.
I've been buying plants from Glasshouse for more than 30 years and this has always been the norm for my business with them. They have always maintained an incredible inventory of plants, many of which you will not find elsewhere at any price. The plants are always in good condition with no insect problems and they are very generous with bonus plants as well.
Also the Glasshouse website is a joy to work with. It's loaded with great pics and accurate descriptions of their huge catalogue of offerings.
Whenever I've had opportunity to talk to Tom, Ken or any of the staff everyone has always been very helpful and friendly with advice or to suggest the perfect plant for my growing conditions. So do feel confidant about ordering if you haven't already and be very pleasantly surprised.
I've been ordering from Glasshouse Works since the time many years ago when a newsprint booklet filled with basically just scientific names and prices would arrive occasionally from them in the mail. Their website has been up for a long time, and the ability to provide pictures, availability information and longer descriptions gives them a little different feeling than that old newsprint list - but I still think of them as the company from the old days, and that's probably the only reason my review is positive.
Glasshouse Works almost undoubtedly has the largest and deepest catalog of any tropical nursery out there - and they do make a very large portion of their stock available to the customer at any given moment. What this means to the customer is, however, that the lead times may be long and that you may have to wait for them to propagate your plants. What you get for this is access to a MUCH larger list of plants, but you need to know and expect this going in.
The plants I've received over the years have all been alive, some were large and well grown, some were a little on the small size and poorly established, but they all were viable material and most were correctly identified. They're usually packed adequately, though not as securely as some of the other tropical vendors.
The bottom line for me is that prices tend to be more moderate at Glasshouse Works, the selection is unrivaled, and in return for that I'm more than willing to accept a certain amount of slowness and a level of quality that's not quite up to Logee's or Tropiflora standard. But if you're expecting Glasshouse Works to compete on the basis of speed and quality with the above, that's not really their strength.
I've been ordering from them for years, and in fact I'm waiting for them to propagate some plants for me now. I'll undoubtedly order in the future simply because they have so many things that are not available anywhere else.
I just filled a shady bed with amazing coleus cultivars from Glasshouse works. I can't wait to see it filled in in a few weeks! I have been pleased with the way my orders to them have been handled. Even better, though, have been the times I stopped by on my way through Ohio (I think they're open Fridays and Saturdays) and wandered around picking up interesting plants. The selection is amazing!
On Dec 9, 2008, scorpion1960 Saint Louis, MO wrote:
i have order several plants through the mail but i have never purchased dead or plants in poor condition. on the 29oct08 i order 4 begonia from glasshouse work, on the 11nov08 i email the company to see if payment had been received they replied and inform me by order was being processed and will be shipped out. the 2dec08 i emailed the company again to see why my order had not been shipped since by check had been processed and paid, i was promised the order would be sent. on the 06dec08 the order came, there were no indication on the box that this was live plants . i was shocked once i started unwrapping the plants. all the begonias that i order were in such poor condition with in 2 days they were dead except for my bonus plant that had 2 leaves on a twig that is also in poor condition but it is still alive. i have email the company twice to try to resolve this issue, but no answer.
On December 9th, 2008, scorpion1960 changed the rating from negative to neutral and added the following:
on 09dec08 i received a phone call and email from tom assuring me that this matter will be resolve and they will ship me replacement begonias as soon as weather permitted.On February 20th, 2009, scorpion1960 changed the rating from neutral to positive and added the following:
on the 15 feb 09 i received a call from tom stating i would get the replacements plus and extra one in 4 days. well on 19 feb 09 just as he said i received those 5 begonia in excellent condition. i want to change my rating to positive.
thanks On Dec 9, 2008, Glasshouse Works responded with:
On Dec 9, 2008 1:09 PM, Glasshouse Works added:
We are reshipping this order of 4 begonias as soon as the temps get a bit better. I told this lady that we always take care of our valued customers. Tom "
On Dec 2, 2008, bkelvington Minneapolis, MN wrote:
Like so many people before me, I was intrigued by this company's unusual offering. Unfortunately, my experience is much like the other negative reviewers here...
I placed a $55.00 order on 14OCT.08...my credit card was charged immediately and I received an email within the hour, stating that ordered plants WERE AVAILABLE and that I would be sent another email to confirm shipment, pending a 3-6wk "processing time"...
After 3 WEEKS and no shipment confo, I emailed them to inquire about the ETA on my shipment. NO RESPONSE.
After 7 WEEKS, I emailed them to CANCEL AND REFUND the order, since it is now too cold to ship live plants to Minneapolis. We did not get really cold here until mid-November, so they still had a good 5 WEEKS to ship before frost.
I have a feeling that these people propagate plants as they are "sold"...There is a bunch of postings here about post-purchase propagation at this greenhouse. They do have a little caveat statement in their order confo about how they may propagate to fill orders. (Which in my opinion is tantamount to FRAUD unless clearly stated at the point-of-sale. If it's "for sale" on your web-site, it should be AVAILABLE.) It takes very little time and effort to tag a web-page item as "sold out" in a vendors' e-commerce website.
BUT MY ORDER WAS CONFIRMED AS AVAILABLE !!!
Buyer beware!! These people DO NOT SHIP PAID MERCHANDISE.
On December 3rd, 2008, bkelvington changed the rating from negative to positive and added the following:
I was hasty and unjust in my negative comments here - I did not give them a chance to respond...
Within a few minutes, Tom emailed AND called me to apologize - come to find out, there was a mix-up on my order. They pulled the order to check on one of the items that they didn't think was ready to ship, and it got lost from there...
Bottom line is they were trying to do MORE than I would have expected, but it just wound up getting off-track...No they do not have a huge stock and a lot of office help and e-commerce technology - they are a small and diligent group of plant enthusiasts who sell what they love.
So, Tom couldn't raise me on the phone right away, so he put a refund thru IMMEDIATELY, AND emailed and voicemailed me immediately, offering to ship my order anyway, AND offered me a credit...which is far above and beyond normal customer service and anything I would expect. I am ashamed to have blasted them in my moments of frustration here...
So, we are working out when and what I will actually get in a new order. But I MUST STRESS how promptly and professionally this company handled my complaint - which was hastily penned in anger, and I wish I could erase !!!
I truly do NOT think they should have a negative rating here. It is unfortunate that the ONLY people posting here about them recently are upset - it's not really a true picture...
PLEASE post if you have had a GOOD experience with Glasshouse Works Nurseries or their other businesses online...they deserve better!
I remain, A happy Plant collector in the Great White North.On Dec 2, 2008, Glasshouse Works responded with:
On Dec 2, 2008 1:06 PM, Glasshouse Works added:
This customer emailed us about this order. He requested a refund which we gave him immediately. He ordered items that we have had to get ready for him. We had corresponded. I called him today and askedhim to call me back right away. Instead he put this review on Garden Watchdog. We do our best to deal with many customers ordering very rare plants. I have called him again and hope to talk with him about his order. I will update this as soon as I talk with him. He received a total refund when we realized that he had not gotten updates from us. He ordered some very unusual items. We are sorry he decided to cancel his order. As you can see, we always deal with the customer.
On Dec 2, 2008 1:27 PM, Glasshouse Works added:
This customer emailed us about this order. He requested a refund which we gave him immediately. He ordered items that we have had to get ready for him. We had corresponded. I called him today and got his answering machine and asked him to call me back right away. Instead he put this review on Garden Watchdog. We do our best to deal with many customers ordering very rare plants. Resultantly,I have called him again and hope to talk with him about his order. I will update this as soon as I talk with him. He received a total refund when we realized that he had not gotten updates from us. He ordered some very unusual items. We are sorry he decided to cancel his order. As you can see, we always deal with the customer. I may update these comments as soon as I hear back from this customer."
Possibly I misunderstood what Seedlings meant however some of the plants I ordered Didn't Say Seedlings and I did Expect to have Leaves on the twigs. The Twigs were the thickness of a coat-hanger or less and approx 3"-5" tall . Very disapointing. It will obviously Be a long time before I know if they will make it, or what they are. (Yes they were marked) Packing was Great - true. But I hope they describe a better picture of what you are to receive.
On Nov 8, 2008, Glasshouse Works responded with:
On Dec 3, 2008 2:44 PM, Glasshouse Works added:
As usual, we want to offer any help to this customer. Sometimes peoplle order items that have dormant cycles. I am nort sure who this customer is; so I cannot look up the order specifically. But I would imagine that the plant/plants should come out of dormancy in early spring. We just want this customer to know that we can be emailed or called with any questions. Tom"
My first order with Glasshouse Works was a disaster. It took 5 months and when the order finally arrived 2 of the plants arrived dead.
Understanding that when you are dealing with plants that things can go wrong so I placed a second order to try them again and get my dead arrivals replaced. This was March 24, 2008.
After several calls and emails about the status of my order it finally arrived in July of 2008. So basically my credit card was processed and 120 days later the plants arrived.
The second order was another big disaster. The 2 replacement plants were not sent, another plant arrived dead and one of the plants I ordered was so incredibly small I was shocked. I do need to add that a free "rare" plant was sent for my troubles.
My last email to Tom at Glasshouse Works went out in July or August updating him on the status of my order and that they owed me a credit for the dead plants. It is now October of 2008 and I have never heard a thing from these folks.
On November 17th, 2008, bubbad changed the rating from negative to positive and added the following:
Tom at Glasshouse works bent over backwards to fix these problems PLUS sent me a couple of very nice bonus plants.
Apparently there was a mix up with the original emails and now this is fixed as well.
Good job making this un-satisfied customer satisfied.On Oct 31, 2008, Glasshouse Works responded with:
On Oct 31, 2008 11:35 AM, Glasshouse Works added:
As usual, we emailed this customer to rectify the situation. As you can see from our other reviews, if we find that a problem exists, we take care of it. Most customers email us directly. Most of them compliment us on having such an usual offering of plants they cannot find elsewhere. I have asked this customer to email me directly so we can take care of a credit or replacement or refund. I will update soon what arrangements are made. Tom "
After my fourth order from this company, I am pretty fed up with their poor business practices. If you are not familiar with this company you need to know what you are getting into. They always charge you immediately even though I've never gotten plants with a month (or the receipt I require). Most recently I placed an order sometime in early July/late june and didn't get any plants until late August and not even all them. They cited that they were making an exception shipping them early because the heat which is crazy, especially cause I was simply calling them every couple of weeks to inquire about the order. The plants were fairly puny which I expected from them but one plant in particular, an aroid, was just ridiculously tiny with just one leaf the size of a fingernail. Of course I didn't get the whole order. I called a 2 to 3 weeks ago to inquire about the rest of the plants and was told it was going out very shortly. I could have propagated a hundred of these plants by this time in multiple generations! It's been 4 months!!!
I've seen this nursery before. It is amazing that they can operate at all from the looks of the place. The website has tons of plants listed that they don't and won't even have available, which is nice if you want a particular plant so you order from them, add some plants since you are ordering anyway, and don't even get the plant you really wanted in the first place. The plants that they do have available are mostly propagated after you order, I believe. So, why charge us immediately if you aren't going to ship for months??? If you can get the plant you are looking for from anywhere else, do yourself a favor and get it from a more reliable source.
Looking at past reviews it looks like they are trying to but some good publicity with free plants. That seems a little pathetic. You might as well consider all the neutral reviews as negative reviews.
On January 10th, 2009, Thescann added the following:
I did respond to this companys email through Dave's Garden so that is a lie. They wanted to offer me free stuff to change my rating. I said I still would like the plants I ordered last summer. I have called them a couple times about getting my plants but it's pretty much useless until the weather improves anyway. They need to make customers satisfied the first time. Not after they have to call and complain several times and then post a negative review (always seems to get instant response for everyone so I would recommend everyone keep it up).On Oct 30, 2008, Glasshouse Works responded with:
On Oct 31, 2008 12:07 PM, Glasshouse Works added:
I have emailed this customer using D-Mail on this site. I have offered help and and offer a reshipment of any plants that did not make the trip. I told this customer that all the plants listed on our Website are here in our stock greenhouses. We primarily are a mail order nursery, so not everything is in our small sales area for viewing when people visit. But everything is in our stock greenhouses ready to be propagated!
We are only open Fridays and Saturdays. The rest of our week is spent shipping plants to our mailorder friends. At times, we may be out of an item from our online website. We will immediately work on getting small shipping pots ready again! At times, a plant has to be propagated for an order. We will do this on the day the order comes in. We do offer many plants other nurseries do not want to deal with because they are more difficult or of interest only to a few collectors. We have been here for 35 years and most customers are pleased that we are here. As you can see from other reviews, we always work with the customers and get good plants to them! Most of our personal emails are people who are thrilled with what they have gotten from us and we have customer who have ordered over the years again and again. I urge anyone who has problems with orders to contact us first. Nothing is ever accomplished by blogging on Dave's Garden and not contacting the Glasshouse Works. We are here for the discriminating plant collector. I hope this customer emails us. I will comment here later. Tom
On Dec 3, 2008 2:49 PM, Glasshouse Works added:
We have tried to email this customer and have received no response. As usual, we wanted to replace any substandard plants or give a credit on a future order. I have been unable to find out who this customer is because we have no customer with an Eastlake address. And we received no orders from Ohio during the period they say the order was placed. We cannot help if we do not know who the customer is. As you can see from other reviews, we always take care of our customers if we know who they are! Thank goodness most of our reviews both here at Garden Watchdog and in our business emails have been great! So many of our customers are pleased with their plants from us. Tom "
On Oct 14, 2008, goldenafrochild Ithaca, NY wrote:
I got my order over the weekend and I was so very happy with it. All the plants were a very nice size and I was particular impressed with the P.saundersii. The Pachypodium baronii var. baronii and var. windsorii were wonderful and the bispinosum was a great surprise! I hadn't ordered it but it was included as an extra. The order was also completed very quickly... within one week look forward to ordering some more of Tom's lovely plants.
On Oct 11, 2008, GardenSue777 Moyie Springs, ID wrote:
Regarding my recent order from Glasshouse Works....the plants arrived in great condition. I was very satisfied with the price. Glasshouse Works is THE NURSERY for the plant collector! A+++++++++
I received my order today and I am very happy to see the quality of the trees, the promptness of the delivery and the promptness of their response to my inquiry. The Japanese red maple was a nice surprise also. That was a very
nice gesture. I plan to continue to do business with them.
In late spring, I contacted the fine staff at Glasshouse Works searching for a Brugmansia that would give me near instant gratification. I have grown Brugmansia in the past but it took two years to see a single bloom, I wanted to see blooms this garden season. I told the growers at Glasshouse Works my desires and they selected a Brugmansia that would fill my order. I received a small plant in a 4-inch pot, which they instructed me to pot up into a tub giving it plenty of food and sunshine. Voila, this fall I have a beautiful large shrub hung with several absolutely fabulous trumpets that is the showpiece of my garden patio. Thanks a million Glasshouse Works!
I am a botanical artist that needed specific begonias to paint. I ordered the four plants and today they arrived. The packing was so extraordinary that not one leaf on any plant was broken or damaged in any way. Quite a feat for the fragile stems and leaves that traveled half way across the country to reach me. At the bottom of the box was a fifth plant and I called the company to question this arrival and was told it was a bonus to the order. I am delighted with every aspect of service rendered and cannot say enough words of praise. Thank you for letting me start to paint today with these fine specimens in front of me.
After 2 months of no replies to my emails, I finally got ahold of Tom on a Sunday. He did manage to get it shipped out the next day, something i wouldn't expect from most nursery owners. But everything comes down to the plants.
I ordered a little over 50 plants from them. About half my order was pretty nice stuff, a quarter was OK but the rest wasn't worth the money. A lot of that were plants that were two small for what they were charging. A 2'' unrooted cutting of Epiphyllum Chrysocardium shouldn't be $12.00. The rest of the plants were just more beat up than they should have been.
I've order from about a dozen places this year and glasshouse works ended up being the only place i was very happy with. While they have a large selection of plants, they seem to be very hit or miss on quality.
On September 26th, 2008, bussardnr changed the rating from negative to positive and added the following:
Tom replaced everything i had problems with a add quit a bit more. All the new plants looked much better also. I'm happy with what i have now.
I tried emailing every email address on their site the fist time, and never got any response till i figured out Tom's own address and he's gone above and beyond what was necessary to get everything taken care of. I would talk to him before you order any plants and make sure they're what your expecting. I'd order from him again. Infact I'm thinking of getting a few more peperomias if i can find the room.
PS everyone should have what they're calling Peperomia buntingii, awsome plantOn Sep 8, 2008, Glasshouse Works responded with:
On Sep 8, 2008 7:08 PM, Glasshouse Works added:
I have contacted this customer and will try to work this out. I have talked with him on the phone. He orders very interesting plant material. We will be following up on this situation and we will be making updates here. He ordered a couple somewhat hard to propagate and grow items. Thus, we will be offering him possible replacements or perhaps a credit for other items that might be easier to grow. We do like to offer a lot of variety and sometimes that slows an order down. We do try to keep in contact, though. More later. Tom
On Sep 6, 2008, geminitrv Marshall, TX (Zone 8a) wrote:
I just ordered for the first time from Glasshouse Works. I am thrilled with my purchases! I ordered two Passiflora vines, and Tom was very helpful and answered all of my emails very promptly. He even included an extra Passiflora in my package! The plants I received were very healthy and larger than expected. Shipping was super fast and they were very well packaged! (a few other online nurseries need to take a packing lesson from them! lol) I will definitely be ordering from them again and recommend them to anyone looking for healthy, hard to find plants!
Overall, I'd say this was a positive experience. Tom upgraded one of my plants to a larger size at no charge, and all the plants were delivered looking healthy and big for their price. The only thing I had a problem with was one of my plants had pill bugs in the soil. But I did contact GHW & they apologized for the issue, saying they normally use biodegradable insecticide but not right before they ship out plants. They gave me some suggestions to take care of the problem and offered to replace the plants if they didn't do well. Been two weeks since I got the plants and they are doing well and are bug free. Not too excited about the bugs but I'm happy with the plants overall and the customer service is grand. Thanks Tom :)
If I could rate Glasshouse Works ABOVE POSITIVE I would. This is my second experience with them.
My first experience was a personal visit to their greenhouse in Stewart, OH several years ago to see if I could find a plant that I could only describe to them. It grew "babies" along the perimeter of the leaves. I did not know the name of it. They were VERY knowledgeable and told me that there were many varieties of that type of plant. They took the time to help me find the ONE variety that I was looking for (Kalanchoe Daigremontia). They gave me a tour of the greenhouse and took the time to answer all of my questions. They were VERY friendly and helpful. My experience could not have been more positive.
My second experience with Glasshouse Works was by mail order recently. I purchased 10 varieties of the Kalanchoe plants and I wanted to get a couple of super dwarf banana trees. I found dwarf banana trees on their web site but not super dwarf. I wasn't sure if they were really the same but referred to differently because in searching the web for them I never found both listed together on the same site. I called Glasshouse Works and spoke with Tom Winn. He told me that they were different and that he did have some on hand. He instructed me to add a note to my order (a nice provision they have on their checkout page!) asking for the super dwarfs.
The Kalanchoe plants I ordered were only $2.00 each so I figured that they would just be starts. I included in my note on the order that, if possible, I would like the Kalanchoe Daigremontia to have some "babies" already on it.
I received my order yesterday and I'm EXTREMELY pleased with the size and quality of the plants! I couldn't believe it! The plants were not starts at all. Some of them were over 16 inches tall!! They were shipped via UPS and packed so well that not one plant was damaged in any way. Not even a leaf was broken!
I HIGHLY RECOMMEND Glasshouse Works. The quality of their plants is superior and they are extremely knowledgeable and friendly. I will order from them again.
I ordered a lot of begonias from Glasshouse Works April 25, 2008, total $106.75. That total was posted to my bank account May 1, 2008.
However, the begonias never came, nothing, and no communication from the company. I e-mailed them asking about the order June 21, and they replied that they were gathering the order and would ship it early July. Nothing ever came.
I wrote them again July 28; the reply was again that the begonias are "getting ready."
Two points: it's illegal to cash the check but not supply the merchandise -- that's why mail order retailers have to ask you if you want to back order and don't charge your card till they actually process the order. Glasshouse Works is immediately taking the money, but in over three months, never sent any of the items ordered.
I don't know what is going on here, but it's rather sinister -- I know a lot about begonias, and it certainly doesn't take THAT long to propagate them! Even if they are propagating them from stock plants only when the orders come in (which they don't say, the impression is that they actually have the plants to sell) ----- I myself could get rooted cuttings a lot sooner than these three months plus.
Gardeners, there is a big problem with this outfit. I may well have lost my money entirely. Be careful. I suggest finding a different supplier.
On Jul 28, 2008, Glasshouse Works responded with:
On Aug 13, 2008 3:51 PM, Glasshouse Works added:
DAVE'S GARDEN Readers please note our continued customer service. This seems to be an example of crossed emails. I received the following email at about 10:00 on a Monday:
"Hi -- I haven't received my order of plants yet. It's now the end of July. I'm beginning to get quite worried that something bad is happening; can you provide information on the situation? Thank you."
I checked on the order and everything was gathered except to two plants. We have emailed her earlier that the order was being worked on. The note on the order in our packing area was "Two final begonias ready in two weeks." She had ordered 16 Begonias and 14 were in the tray ready to be shipped. We added a couple nice bonus plants at no charge, so she did get a total of 16 plants. I had our staff pack the Begonias already gathered. They were large and nice. I emailed that we would ship them right away. About an hour later I got a note from Dave's Garden that this customer had made the above review almost immediately subsequent to emailing us. I phoned her and said that the plants were going right out and I would foot the bill for OVERNIGHT SERVICE so she would get them the next day. She said fine.
I emailed her again the next day and asked if they had arrived as promised. And I asked her if she wanted the $9.75 for the two missing Begonias refunded or would she prefer a back order. She replied with the follow email:
"Yes, the begonias did arrive in good shape the next day. Thank you for sending them. I'd prefer a refund, please."
I refunded the money for the two missing begonias. I emailed her and asked if she would kindly modify the review on Dave's Garden. I explained that it seemed very strong for the situation. We were working very hard to have everything she ordered ready to ship. At the time of this writing, she has not done so.
As you can see from our other reviews, we either receive very good reviews or reviews that result in good follow up service and good final reviews. We do keep in touch with our customers. I am somewhat surprised by her lack of follow up. She is an avid plant collector and we do appreciate customers like her. She obviously knows plants well and loves her plants. She is the type of customer we usually work well with and that is the reason we are here! It would certainly be nice if she modified her review in the future. She seemed pleased with her plants. Tom Winn (co-owner).
This company is outstanding from strat to finish. I love bonsai and the plants I recieved came beautiful and were the first that were bug free. We kept in communication, and though I changed the order , they added the original plant I ordered because they were packed already, which I am bowled over. Wonderful company with great prices!!!!!
I have ordered Hoyas twice and have recieved all plants in fine condition, in good health and packed well. I appreciated the emails alerting me to delivery and I was ready to plant when they arrived. Ones I ordered before have done well. I'm looking forward to seeing the umbrells of these new ones soon. I liked the bonus plant I got this time!
On Jun 14, 2008, clareb Missoula, MT (Zone 5a) wrote:
I ordered several different coleus from Glasshouse Works in May. I received prompt e-mails both confirming my order and explaining that my plants would be shipped during the first part of June.
I received healthy, well-developed, and well-packaged plants in mid-June. Not only did I receive all of my ordered plants, I also received two bonus coleus that will work well with my color combos.
Glasshouse Works has an incredibly extensive collection of coleus and much, much more. I recommend this company without reservation.
Ordered an assortment of Acalypha plants.
My order did take longer than the expected 4-6 weeks to arrive, though after communication with the company, the delay was a conscientious one (weather-related).
Communication wasn't the best I've experienced, but the plants received were well-rooted and good size/quality. A bonus was included (and much appreciated) as well.
Will order in the future.
I ordered 3 sets of 5 trailing coleus, So 15 plants in all. I am very pleased with their choices and the plants overall condition. Not even one stem was broken! I was overwhelmed at the available selection. I asked them just to send me assorted trailing coleus that I would not find at my local nurseries. I am so excited to put these in my containers and see what they do! I purchased some coleus for my neighbors who water my garden when I am out of town. They too are pleased with their 'Thank You' gift. Prompt shipping and super friendly company to deal with.
I have ordered plants from numerous companies in the past and I have always been disappointed. I was desperately looking for dreadlock crotons and found them at Glasshouse Works, so I thought I would give the mail order one more chance. I was so pleased upon receiving my order because they were 12" as promised, packed very well and was also shipped on the date promised.
Glasshouse works will definitely be seeing orders from me in the future.
Being an avid gardener who can find certain plants only at Glasshouse Works, I strongly recommend this mail order company. Website is easy to use, customer service is friendly, orders shipped in great condition and in a timely manner.
I have looked high and low for Gold-Veined Oxalis for quite some time and so was dellighted to find that Glasshouse carries it. I placed my order and received the plants a few weeks later. They were well-packaged and arrived in excellent shape, not easy considering the tender stems of the Oxalis.
Based on my experience, I would not hesitate to place an order with this nursery again.
On Apr 12, 2008, debbiebuffy Long Beach, WA wrote:
Just received my first order from Glasshouse Works. Not very happy with it. Some of the plants have frost burn, others are spindly or broken. This is not due to shipping. Everything was packed well but I think they were not in good shape when they were packed. When I placed my order in late Feb 08 I was told by the company that it would take a while for them to ship to me due to their weather and my weather. I said I am not in any hurry so ship whenever. It is too much of a hassle to ship them back so I will try to nurse them back to health.
On April 17th, 2008, debbiebuffy changed the rating from negative to positive and added the following:
Since my comments about Glasshouse Works were published the owner has contacted me numerous times to take care of the problem. I am satisfied with the results.
Debbie HaugstenOn Apr 12, 2008, Glasshouse Works responded with:
On Apr 14, 2008 8:31 PM, Glasshouse Works added:
I have contacted this customer and will reship anything that is frozen or damaged. I will give an update soon."
I placed an order for 10 different plants about a month ago. I knew that it would be a while before they were shipped due to the season. Communication was excellent. I was contacted that one of the plants I wanted was still dormant and they would rather I choose something different but they would send it if I really wanted. I found a replacement but it was a little more expensive then my original choice. I sent an email asking that they send me an invoice for the difference. They told me not to worry about it. I was sent a tracking number when the plants were shipped. They arrived in excellent condition. All were carefully packed and they also sent a nice bonus plant. I will definitely continue to buy from them.
I recently became interested in begonias, and through an internet search found Glasshouse Works, which has an extensive collection of begonias. I was especially excited when I discovered their offering of begonia collections, which is 5 named begonias (random selection, their choice based on stock/availability). I ordered both collections in January (the regular one and the cane collection) and began to wait. They are located in Ohio, which is much colder than South Carolina, where I live, so I would check the Ohio weather on perfect 75F degree days here and groan when I saw the weather was still in the 10s and 20sF there and obviously too cold to ship.
At the end of February, when it seemed the weather there had started warming, I called and Tom answered the phone. He was very friendly, asked me about the weather here, and explained he didn't expect to ship before March 15 due to the weather. I was therefore very excited and surprised to receive my package on March 6. (I did not receive shipment notification, although this was not a problem for me as I'd had them sent to my work address)
The box was crammed with shredded paper to protect the plants during shipping (both around the plants and between the leaves), so make sure you have a garbage bag handy or it can get very messy! The plants were packaged as well as possible, and although there was some bruising to a bunch of the leaves, it is to be expected that there will be some leaf damage in shipping and I'm not sure how it could be avoided. I was excited by the selections, and happy that each plant was named as promised so I could look it up on their Web site. I was particularly impressed by the quality of the plants - they were all much bigger and healthier than I expected. There was a lot of new growth and new leaves on the plants and two were even flowering, which was a nice surprise. I know they will recover from shipping nicely.
However: I only received 9 of the 10 begonias I'd ordered. I emailed Tom the next day and received a concerned email from him 20 minutes later. He asked for my phone number so he could call me, and promised to send a replacement. He was very attentive and apologetic. I received notification on Monday (2 business days later) that my package had gone out, and today (Wednesday) received my replacement begonia plus a bonus extra one, free of charge. They assumed the shipping charges. Both were as big and healthy as the first batch.
Based on the quality of the plants I received and especially the attentiveness and efforts to make me happy by Tom, I would not hesitate to order from Glasshouse Works again. If I'd gone to a local nursery, I would not have had to wait for good weather to get my order, but by waiting, I got big, healthy, interesting varieties of begonias for an average of $3 apiece, which sure beats regular nurseries for price and variety.