I received my Spring catalog from Gurneys in the mail. It had a coupon on the front for 100 dollars off a 200 dollar order. Every year when I get my taxes back I order the items for my garden from Gurneys and the coupons on the catalog always save me a lot of money. I've been doing this for years. Well this year I went on their site and got everything I needed for my garden. The total was 228 dollars. i then put my coupon code in, making my total 128 dollars. i completed the checkout process and I thought everything was fine. Until about a week or so later when I received my credit card statement showing I had been charged the full amount. I've always used their coupons and never had this problem. I contacted them about the situation and I've never hard back from them. If they don't do anything to fix the issue, I will not be doing business with them anymore. I don't have the money to get cheated out of 100
Posted on February 25, 2014, updated March 4, 2014
I've purchased seed from Gurneys for a long time. For the last few years I've watched their seed prices go up and up along with the shipping charges. I've tolerated it though as I've always gotten my orders quickly and they've done well in my garden. This year however the shipping is getting so ridiculous that I almost didnt order from them. Unfortunately for me they are the only company I can find that sell a certain sweet corn seed that is a family favorite. I ordered 2 packets and, as always, within 10 days they arrived. These particular seeds were advertised in their catalog to contain 250 seeds and the seed packets themselves also said 250 seeds. When I counted them though I had 177 in one package and 182 in the other. 25% less seed than I bought + the outrageous shipping charges = one very unhappy customer. I emailed them to voice my complaint and the next day received a reply that they would resend 2 additional packets at no charge to me. This response was appreciated, and the only reason this review is neutral instead of negative, but the whole experience left a bad taste in my mouth. Afterall if I hadn't counted the seeds I never would have known I was shorted. Just seemed like a sneaky way for them to make more money. Regardless our family is just going to have to find a new favorite sweet corn variety. I just cant defend paying those ridiculous shipping charges any longer. I've researched alot of other seed companies this year and none of them even come close to what Gurneys charges for shipping. Its unfortunate for them....I've bought a couple hundred dollars worth of seed every year from them. I've recommended them to family and friends. Now I'll stop ordering and will recommend others do as well. There are just too many other good seed companies out there to deal with as opposed to putting up with this silliness.
On March 4th, 2014, coonhound62301 changed the rating from neutral to negative and added the following:
I received the 2 additional packets that Gurneys sent to make up for the 2 that were short seeds. Both packets advertised 250 seeds. One packet contained 193 and the other contained 213. So in all 4 packages the packets were short an average of 60 seeds. That seems like a ridiculous amount to me.
I have been a Gurney's customer for over 35 years. For the most part have received good service and acceptable plants. I bought some additional acreage late in 2011. That winter I order a bunch (over $1000) or plants and trees. They arrived and were planted withing a few day. That summer it did not rain, but I watered faithfully. The plants did not do well and were very stressed, but I hoped my efforts were enough. That fall I was diagnosed with cancer. The next spring only a handful can back. I was busy fighting for my life, so although I watered as needed, I did not contact the company. Now I feel better and want to garden again. I have missed one full gardening year :-( I was looking through my catalog and filling out my order and saw this "We want you to be satisfied. If not happy with one of our products, we'll replace it, give you a credit or refund your money for the full amount of your purchase price. All nursery stock, trees and plants are guaranteed for as long as you garden. All seeds and merchandise are guaranteed for one full year". So with order in hand I called and explained (not really thinking they would do anything) how excited I was to be back to gardening and the sorrow of all the dead plants. The representative offered to issue a refund and suggested I wait to put in my order until after I receive the refund. I received a check for $16.41 and a letter stating "We will not be able to process any further orders you may have submitted".
So to summarize, if you even talk about their guarantee, they will not allow you to order from them again. Bad form Gurney's.
Posted on February 14, 2014, updated February 17, 2014
Posted on February 1, 2014, updated February 14, 2014
Posted on January 14, 2014, updated February 1, 2014
So far I am not a happy camper. I ordered a number of packets of seeds on Dec 23. We are in zone 10, so I can plant and was hoping to plant the seeds for these plants (carrots, mainly) out immediately. I have strawberry plants ~blooming~ in the ground right now. My order status indicated it'd be here by Dec 27-29th, if memory serves. I got a few order updates, and finally one saying it shipped out Jan 7. Ok, my order from Territorial, placed after this one, has already arrived. I tried to check the tracking on the Gurney's order with UPS and was told UPS couldn't track that shipment, and that if it'd been more than 3 days since the item was shipped, to check with the vendor. I did, and was told it was shipped on Jan 7 and to give the package up to 10 business days (i.e., over two more weeks) to arrive. (They are using smart-post, where UPS hands off to the postal service. This service is notoriously bad.) I just chatted with UPS and was told that the tracking number Gurneys gave me was not a valid number. Thank goodness it was a small, test order. They have another 10 days to deliver my order or I'll be reporting them to my credit card company as a charge back for non-delivered items. Thankfully also, I contacted them in advance to ask if they could ship strawberry plants now, as we are needing to plant them NOW, as our others are in bloom. The response was a canned "we'll send them when it's right for your area." Obviously, reading comprehension isn't something in great supply at Gurneys. How sad, they just lost what could have been repeat business.
On February 1st, 2014, Nannersone added the following:
I received an email through Dave's Garden from the company on Jan 22 offering to "check on my order". I explained why I was not thrilled with the company - moving "ship" deadlines, lack of appropriate response from customer service, unwillingness to provide an accurate tracking number, etc. and it is now Feb1. I have heard nothing back from them at all. There are still two items that we have not received which they say they will ship in February. We could very easily plant them now, and have been waiting to do so since we ordered, but I can't seem to get past their canned "we ship according to zones". We're in zone 10, my strawberries are now fruiting, our other flowers are blooming--- I'm not waiting for the frost or cold to pass. And that seems to fall on deaf ears. If they do not have plants READY to ship, because they simply aren't grown enough to ship, that would be one thing - just say that. But to keep moving the "ship" dates back, especially on packets of seeds, was just.... unfathomable. There are plenty of other companies who ship promptly. Territorial is good, Heirloom, Renees, Seed Savers, and my favorite, Baker Creek. If our plants are not here by March 1, it'll be a charge-back.On February 14th, 2014, Nannersone added the following:
Feb 3 Donna from Gurneys posted (using my actual name, rather than my screen name) saying we could expect our shipment of the two remaining plants in mid-February.
Today (Feb 14) I received an automated message from Gurneys that our plants would ship out mid to late March.
I have sent via DG private mail and my regular email account a request to cancel the remaining order, as it is now going to be at least two months late, and that we expect a refund to show on my credit card within 10 working days or I will be requesting a charge-back due to non-delivery of products ordered before Christmas.On February 17th, 2014, Nannersone added the following:
Received an email from Gurneys:
"Thank you for your email. I apologize for the inconvenience. Your order is currently being processed, as soon as it shipped, we will be happy to issue you a refund. If we can be of further assistance, feel free to contact us."
As in, are they kidding? You're going to ship in mid-March and THEN issue me a refund? I'll be contacting the bank tomorrow.On Feb 17, 2014, Gurney's Seed & Nursery responded with:
Thank you for letting us know about the problems with your order. I would be happy to check into this for you. One of our customer service representatives will contact you for your account information."
After being sold out from the old s.d. co. Its not the same operation anymore. Very high prices and of all anti American OUT SOURCING JOBS in ordering dept to India.I will not do buz with them anymore. For all we know they may be doing china thing later.No thank you gurneys any more.There catalogs will go in the garbage.With other junk mail.
Posted on January 22, 2014, updated January 25, 2014
Our Gurney's Account Number: 50392550
Our Order Number: 40100319000
Order Date: 01/10/14
I spent an hour at this site.....liking what I was seeing...and adding to my shopping cart.
I found this site with an 50% coupon that was mailed to us ...attached to their catalog's front page.
We order vast amount of needs from the web. Cab Cadet parts to hundreds of fruits trees from Cooke Company. All have reasonable handling and postage fees. This "joint" Gurney's had the gall to charge us a straight up fee of $25.00 for "shipping" from In. to Ca. A two pound box for $25.00!!!! I'll add that it took nearly 9 days to get here.
My gripe is this.....I spent an hour of my life at their site....and then they rip me for $25.00 as I check out. That coupon....50% off......smells of a scam.
Yes...I did email the company that same day to let them know that a USPS or UPS charges only $5.00 and that I felt ripped off. THERE WAS ZERO RESPONSE.
Over priced on their so called postage (there was no handling fees expressed), 9 days to ship that should had been only 4 days. The package was not delayed due to the blizzards going on. Our tracking showed that the box was in a West Sacramento UPS for four days....our farm is 7 miles from their warehouse.
I strongly suggest NOT to use this company.
On January 25th, 2014, mcfez added the following:
1.25.2014 supplement commentary :
Well......we just opened a partial of our seeds that we ordered. The first three packages ( 3 of sweet pepper) were short! Now we paid dearly for these 20ct seed packages. Unbelievable!
Today we open the rest of the packages and I am not looking forward to the deceptions of this company.
Account Number: 50392550
Order Number: 40100319000
Order Date: 01/10/14
Out out a $100.00 + order.....I got three packages of sweet pepper of 20 seed count.
First pack - 18 seeds
Second pack - 18 seeds
Third pack - 15 seeds
Posted on November 12, 2013, updated November 12, 2013
NEGATIVE TO THE MAX!
My Names Cathy Guzman! I am furious at Gurneys. I honestly think they shouldn't have a website up. I was excited at first, always wanted to order from them but now I see how much [expletive deleted] they tell you. I waited two ina half months for my plants ( WHICH THEY SAID THEY HAVE AND ARE IN STOCK) Its ridiculous. Obviously they don't care about your garden blooms as much as you do.
Their customer service lies to you a [expletive deleted] load! They will always tell you.." You'll get what you ordered on the 6 or 10 of November." Never showed, so I called them!" I asked when will they be coming...I need them. They said " Oh, Nov 28!" WOW ( SWITCHED DATES ON ME!!!!" I have to wait till the end of the month after I been waiting for almost 3 months! Complete [expletive deleted]. Now I have to sound likea [expletive deleted] bcuz they wont take me seriously if I dont. ITS CALLED RESPECT, They dont have it for the customers! Just Fake comments.
Please do not order from them no matter what. They treat you like nothing and what your paying for nothing!! I Love my flowers and they do not give you what you paid for. That company only cares for getting their payment! I WILL NEVER BE ORDERING FROM THEM AGAIN!!! AND YOU SHOULDN'T EITHER. I don't want anybody to be bummed as I was when I recieved my plants. =( Packaging is so bad too! Now I have to call and [expletive deleted] at them. Yes it makes me look bad, but not as bad as their company does! I deserve to get what I paid for to garden.
P.S. I thought some people on here were over exaggerating, but now I see what they ment by, DO NOT ORDER FROM THEM B/C OF MY BAD EXPERIENCE! I totally agree.
GURNEYS Can say sorry but whats the use. They still [expletive deleted] me for my money. And all I wanted were flowers and vegetables. Couldnt even give me what they sponser on their website. SO I HAVE NOTHING POSITIVE TO SAY ABOUT GURNEYS!!!! AT ALL!
Cathrine Guzman (Phoenix AZ)
On November 12th, 2013, CathysPeace added the following:
I just spoke with them, they told me I wont be getting my RED ONIONS, AND YELLOW ONIONS. They said last day for fall shipment was friday! Wow, nobody told me that! THEY NEED TO FIX THEIR WEBSITE INSTEAD OF [expletive deleted] EACH CUSTOMER SAYING THEY HAVE A PLANT THAT ARE READY TO BE SHIPPED. COMPLETE BULLSHIT I TELL YOU. I SPOKE TO THE MANAGER TOO AND TOLD HER THEY NEED TO TAKE THIS SERIOUSLY. She said, we can refund you your money. [expletive deleted] NO, I WANT WHAT I PAID FOR DONT YOU UNDERSTAND.
SO HOPEFULLY THE WILL FIX UP THEIR WEBSITE OR CAN JUST GIVEA [expletive deleted] LESS AND TAKE IT OFF THE INTERNET. US GARDENERS DON'T LIKE TO BE [expletive deleted] ABOUT OUR FLOWERS. Especially say OH WE HAVE THEM IN GREAT CONDITION AND THEY ARE READY TO SHIP ASAP.
WHOEVER WORKS WITH SHIPMENT IS HORRIBLE AT IT. WHOEVER WORKS HERE MUST HATE IT BCUZ SHES LIKE ONE FAKE CUSTOMER SERVICE WHO
DOESNT CARE ABOUT YOUR BLOOMS
AS MUCH AS WE DO.
LAZY STAFF AND SLOW MANAGER. CANT HANDLE THIS WEBSITE & BUSINESS AT ALL. Im just speaking the truth...because it really needs to be heard instead of through the scumbags that lie about this website and growing their plants on their own.On Nov 12, 2013, Gurney's Seed & Nursery responded with:
It is clear that Gurney's is an Online Fulfillment company with perhaps overseas customer service reps. ALL orders are delayed. All orders are misrepresented. Like others, I ordered mid-sized trees and shrubs and received saplings and seedlings of poor vitality. I am guessing that they out source orders to foreign and domestic wholesalers. They actually charge your credit card months after taking the order just before they ship and without any notice. I had to force them to ship as their understanding of planting time is bogus and their business model is dubious.
On Oct 7, 2013, Gurney's Seed & Nursery responded with:
We appreciate you letting us know and apologize for any inconvenience. We so ship according to the USDA and try to make sure our orders ship on time. One of our customer service representatives will contact you for your account information."
In April 2013 I ordered 20 roots of asparagus from Gurney's, Jersey Supreme Giant Grade at a cost of $49, supposed to be extra-large at least 2 year roots all-male hybrid. Although all were planted in a prepared raised bed in the same way on the same day, they emerged weeks apart, and appeared to be at least three distinct varieties. Most plants are quite small and frail, some are three times larger and huge - my heart sank when a third of the plants began flowering and producing berries, obviously female plants. At least two different kinds of berries! I don't know what plants I have, but they are obviously not the extra-large all-male hybrid asparagus roots I ordered. Anyone who plants asparagus knows that this is a long term investment, with significant prep and devotion. I called Gurney's Customer Service and was connected to a very pleasant man in India at a call center who had no idea what I was talking about. He offered to mail me a company credit voucher after confirming what I had ordered ...this has not been a satisfying response to an extremely maddening and frustrating experience given all of the effort I have put into this asparagus bed this year. I ordered from Gurney's because I believed them to be trustworthy. Now I realize they are not reputable and I recommend that NO ONE order from them. I plan to pull out my entire bed of mystery asparagus and try again next year with roots from a more dependable source, delaying any harvest now for another entire season at least.
On Jul 11, 2013, Gurney's Seed & Nursery responded with:
I apologize you were sent the wrong asparagus. I would be happy to reship the correct asparagus to you. One of our customer service representatives will contact you for your account information and take care of this."
Posted on May 23, 2013, updated July 3, 2013
Posted on May 20, 2013, updated May 23, 2013
I am a patient gardener. I bought a Primrose Lilac from Gurneys about 8 years ago. I waited 4 years for it to bloom and instead of yellow flowers, I got light purple! So they sent me a replacement in 2009. Again, I have waited 4 years and again it has finally bloomed and again it is light purple!
At this point I am wondering if they actually have yellow lilacs. When I went to their website to post a negative review, it never showed up! So I am posting here to warn people Buyer Beware! The other reviews about the lilac only talk about a healthy looking plant that is growing well, none mention how lovely the flowers look and smell. [I wonder if any one actually has a blooming yellow lilac and if so, can I get a sucker off of it? :) ]
I called the company to complain last week on Wednesday and was told that they could see that I was shipped a replacement in 2009, but since they did not have record of the orginal order, they could not ship me a new one!
I asked them why they couldn't follow the train of logic that if I was shipped a replacement, there had to have been an orignal order. I was told that I would get a telephone call within 24 hours from someone who could resolve the problem. Now it's Monday and I finally called them myself.
Ending up in the same conversation loop with maybe the same person and finally demanded to talk to someone else.
He said he would send me a refund and asked me how much I paid for the bush 8 years ago. I don't know, so I guess he is going to send me a check for the current price of the bush. Though after reading all these reviews, I can't say I have a lot of confidence in this company.
On May 23rd, 2013, iamaguna added the following:
Dealing with this so called customer service company is so full of redundancy, yet I still feel no confidence in receiving a refund check. After making the phone call on Monday and being promised the refund check, I thought I was done wasting my time talking to these people.
Then yesterday, I get a phone call from a woman who says she was calling to resolve my problem. Oddly, she identified herself as being with Spring Hill in the conversation, so are they the same company? I told her how ridiculous this whole situation is and mentioned that even though I placed an order last year and lost everything due to the drought, I did not call to make a claim on that order.
That would have given her an opportunity to truly be a customer service person and encourage me to get new products shipped, since everything is supposed to be guaranteed.
I did not make a claim on that order because, I have lost confidence in the company and their products and do not want to go through all the labor of replanting everything, when I am not convinced they are selling good stock. Also it is just too exasperating to deal with them on a claim.
I also got an email here from Donna in customer service who asked me to give her my account information so she could take care of the problem with the lilac.
Why would I have to go through her now when I was already promised a chack was being sent? Also, why do I get a response when I post on this website, but my negative review that I tried to put on their own website never was posted and I was never contacted about it?
I have worked in customer service and was trained to listen to the customer and to repeat what they stated the problem was and even go so far as to ask them what we could do to make them have a better experience. I didn't find any professional protocols in the conversation that I recognized as being good practices in dealing with a customer. If I was taking the call, I would have bent over backwards to try to retain my customer, including making the suggestion that last years order could be reshipped. As it stands now, I will never order from them again.On July 3rd, 2013, iamaguna added the following:
Now it's July 3rd and still no refund! On Jul 3, 2013, Gurney's Seed & Nursery responded with:
I ordered Blueberry Chippewa and Dwarf Northsky Blueberry on April 10. The confirmation email I received said the plants would come between 4/24 - 5/15. If I would have known when I placed my order that I might not receive my plants for over a month, I never would have ordered them...I would have bought them locally.
THEN, the delivery window was pushed back 5/15 - 6/5.
THEN, 5/19 - 6/09.
THEN, 6/5 - 6/26.
It is now over two months since I placed my order, and I have no blueberries.
When I checked the order status today, it says the Blueberry Chippewa was cancelled and the Northsky delivered back on May 11!!
I never received any blueberries from them. I received some dead mixed columbines on May 11 that were part of a free promotion. I WILL NEVER use Gurney's again....ever.
On Jun 27, 2013, Gurney's Seed & Nursery responded with:
On Jun 14, 2013, WorkNmygarden Green River, WY wrote:
I wish I would have read customer reviews before ordering live plants from Gurney's. I planned my garden and ordered heirloom seeds and plants from gurney's in February of 2013. I got the seeds but had to wait for the plants. My experience was much like others that have posted in the reviews. My heirloom tomatoes came later that the latest date on the delivery table and when they came, they were pretty much dead. Wilted leaves, yellow... and what's worse is that my over 12" plants were packed bent over in a box less than half they're height. Needless to say, the branches and stocks were broken. I was so discouraged, and disappointed. I had saved space in my garden anxiously waiting for these heirloom tomatoes. In calling customer service and explaining, they said this is not the norm, which I see is not true by other reviews, but they kindly granted me reimbursement on my credit card, as they were out of stock on those tomatoes and could not replace them. Now, mid-June, I am sure that I will not be able to find the same heirloom plants that I had ordered from Gurney's. We live in a rural area and nurseries run out of tomatoes by the end of May, and usually don't carry heirloom plants. I will never order from Gurney's again.
On Jun 14, 2013, Gurney's Seed & Nursery responded with:
I ordered compost pail bags and filters and 9 tomato plants from gurneys on May 1 2013. The bags and filters arrived 2-3 days later but not the plants. The order status guide listed I would get the plants in between 5/18 and 06/08. This order status was updated 4 times by email from gurneys. I was later told by a rep that 3 of the 9 plants were out of stock,I was disappointed but figured at least I'll get 6 plants. Well after waiting and waiting and calling and calling finally the 6 plants arrived on 06/11/13. But they were all long, leggy, stems snapped, had bugs in them, were tangled in the box AND the shipping list included in the box had what appeared to be blood on it. I took pictures and called gurneys I had to speak to 3 people Cindy,Sonia and Tracy in order to get a refund. Tracy then told me they were having trouble with the tomato supplier this year. I will NEVER again waste my time and money on this company. They could have told me when I first inquired that they had problems with the supplier on tomatoes this year and maybe I could have done business elsewhere. Poor customer service.
On Jun 11, 2013, Gurney's Seed & Nursery responded with:
On Jun 10, 2013, siteobserver Phoenixville, PA wrote:
I took advantage of the winter discount at Gurney's to order a full garden worth of tomato and pepper plants, then waited patiently. I received one packet of seeds then I received several emails saying my plants would be sent when the zone/weather permitted. Now it is June 10 and my garden is tilled and ready to go - I had to send an inquiry to the customer service department asking where my plants are. I received a polite email indicating that none of the plants are in stock and my credit card is being refunded. But I waited for my special plants more than a month past planting time! Now I have to go to Lowe's and buy the plants.
I will never order anything from Gurney's again and I will never believe the hype when they offer a winter sale and discounts on plants. This has totally soured my relationship with the company and I've been ordering from Gurney's for more than 20 years. Next year I will order from Henry Fields.
On Jun 10, 2013, Gurney's Seed & Nursery responded with:
On May 29, 2013, farmerbean2013 Fairgrove, MI wrote:
Posted on May 28, 2013, updated May 29, 2013
Posted on May 22, 2013, updated May 28, 2013
We ordered strawberries, asparagus and 2 bi color butterfly bushes on 4/17. While we received the strawberries and asparagus we are still awaiting the butterfly bushes. No communication from gurneys other than the 2 times that I have called and been told that I will have them soon. It really seems like poor customer service to not relay to the customers when there is going to be a long delay in shipping.
On May 28th, 2013, farmerbean2013 added the following:
2 days after I posted this I received a private message asking for my account info from a gurneys rep. They said they would be in contact with me. I provided them with it one day after that. That was Friday. It is now tuesday. Still no plants and still no info from them. I will just stick to ordering from the competitors from now on.On May 29th, 2013, farmerbean2013 added the following:
Finally received an order update from Gurneys. It states that my ship dates will be 06/12/13-07/03/13. what a joke! Never again!On May 29, 2013, Gurney's Seed & Nursery responded with:
Thank you for your feedback. I apologize for the delay with your order. One of our customer service representatives will contact you for your account information so we can have your order shipped right away."
I ordered 2 pea fences (item # 12826) from these clowns on April 29, 2013. As of today, May 23, they have STILL not shipped. When I called their customer service line, I was huffily told that *perhaps* they had run out while placing the orders. Did I ever receive a phone call, and e-mail, ANYTHING informing me that my item was delayed? NO. I skeptically told them that a true BUSINESS would ensure that they invested in an inventory control system that would keep amounts on hand aligned with what is being sold through the website. I was unable to get any update, or even a firm ETA on shipping the fences, so I cancelled. This was my 1st and last experience with these people. No other seed company I've ever dealt with has been this bad....Gurney's deserves to go out of business, and they probably will, if it keeps up the shoddy and dishonest business practices that I've experienced and that I've been reading about on here. Buyer Beware!!!!
Got half my order and then waited for the remainder, finally I called to find out what was going on. Was bluntly almost rudely told that they had sold out. Saying "what"? Was told that when it came time to fill my order they were sold out, I turned my order in back in Feb, but because of my climate they would not ship till much later so thus they are sold out because I am not an early ship to. So then I asked why I was not notified about this. Again, bluntly almost rudely was told that is not Gurney's policy. So now would you like to guess what my policy is towards Gurney. Too bad I can not rate them worse than negative.
On May 16, 2013, Gurney's Seed & Nursery responded with:
Thank you for letting us know about the problem with your order. I apologize you were not notified that we were out of stock and for all your inconvenience. One of our customer service representatives will contact you for your account information and see what we can do.."
On May 9, 2013, yrralrellim Staunton, VA (Zone 6b) wrote:
I ordered over $50 worth of plants and very common gardening supplies on April 27. I finally received my two blackberry plants on May 8 but I have yet to receive the normal gardening supplies! Poor, poor service! Apparently they do not stock all of the items that they advertise for sale. After ordering from this company numerous times prior to 2000 I have decided to scratch this company off of my list of sources and I would very highly recommend that everyone duplicate that procedure unless you want to be disappointed. After contacting their customer service they supposedly have put a rush on my order. Unfortunately the items will not arrive in time to help me this year! Maybe I can save the items for next year's garden.
On May 9, 2013, Gurney's Seed & Nursery responded with:
We appreciate your posting. I apologize for the problems you are having with your order. One of our customer service representatives will contact you for your account information and check on your order.
After contacting customer service several times over the past few weeks I still have yet to receive all the seeds ordered. They have offered no explanation to why they have not shipped. I am now over 3 weeks behind on where I should be with seedlings in my greenhouse for my gardens. I am so frustrated with the service at this point I will never use them again .
On May 6, 2013, Gurney's Seed & Nursery responded with:
We appreciate your posting. I apologize for the problems you are having with your order. One of our customer service representatives will contact you for your account information and check on your order.
I found this website during an online search for comments about Gurney's and when I read the negative comments, I felt a thud in my gut of buyer's remorse of wondering if I made the right choice to order from them. I have placed two orders with Gurney's, and have only received some of the seed packets I requested. I have gone online to their website several times to enter my order numbers to get a status on the remaining items, and there are no changes to the order pages. After several weeks, I decided to call the customer service today and spoke to someone name Leticia, who answered the phone, 'Leticia speaking.' What happened to identifying the company you work for and then stating your name?
I asked her to provide a shipping update on the items I have been expecting, and she told me that one of the them is out of stock, another one won't ship until later this Fall, and the others can be expected to arrive towards the end of May. I asked her why I didn't receive any email updates from Gurney's about the out of stock and late arrival items, and she stated that there didn't appear to be an email address on file. I asked her how was it possible then for me to get order confirmations to my email address after I pay for an order through the website, but couldn't get email confirmations about changes to my order unless I call the customer service number? There was no answer from her to that question, yet I provided my email address to her to update whatever screen she saw was missing it.
She stated that when an order is cancelled or out of stock, they just 'submit the credit' and the customer isn't notified beforehand. I was stunned. After having gone to the website to check on my remaining order items for several weeks, I wasn't going to get any updates through Gurneys website at all, and I was wasting my time. So, what I got from the call was, if you haven't gotten what you ordered, don't expect Gurneys to email, write, or call you about what happened. You will have to call them and be told that your items, that you've been waiting to plant, won't be delivered to you at all, or will be shipped out several weeks to months after you were expecting them to arrive.
One more thing, one of the items I ordered were a couple of lavender plants, and she told me that I wouldn't expect to receive those until October. I told her that I went to Orchard Supply recently and they have lavender plants in pots available for purchase. She told me that she isn't aware of what other merchants have available. I asked her to cancel the lavender plants from my order, process the credit for these and another plant that was out of stock that I was suppose to get this month, and please communicate to her customer service management to improve their order status communications to their customers.
By the way, I'm still waiting on the broccoli, cauliflower, watermelon, corn, squash, and spinach seeds that I planted weeks ago to germinate, and I really hope that I didn't get bad seeds from Gurneys as well. If anything, I feel more inclined to support my local gardening merchants and just buy directly from them.
I am a first time customer with this company and so far, I'm more displeased than pleased, but patience is a virtue and I'm holding out hope that things work out.
On May 3, 2013, Gurney's Seed & Nursery responded with:
Thank you for your posting. I apologize for the problems you are having with your order. One of our customer service representatives will contact you for your account information and make sure things are taken care of for you."
On May 1, 2013, jandkc NORTHFIELD FALLS, VT wrote:
I am really disappointed with this company. I have been a customer for a few years now, but what happened to my order this year has changed my opinion of them completely. When I received my confirmation e-mail, all things looked correct... correct billing, correct shipping, etc. All things looked good, as I kept getting updates for order processing and shipment notifications as my zone came up for shipping.
I noticed my strawberries were taking an exceptionally long time to ship, so I checked the tracking info, only to find that 12 days ago, they had been returned by my local Post Office (I had it shipped to my house address and NOT my PO) sent it back because of an incorrect address. I e-mailed Gurney's as soon as I noticed this, and heard nothing back, so I decided to call them. The woman whom I spoke with was pleasant enough, and even accepted fault on behalf of Gurney's. I don't know how, with today's technology, and the fact that my confirmation e-mails had the correct shipping address, they messed this up... But she was able to determine that my stuff went to a completely different town and zipcode.
Was hoping for an easy fix, but noooooo. Everything in that shipment was now out of stock. In fact, there was only ONE type of strawberry plant left on their whole site. I asked for my money back, which she assured would happen in 3-5 days. I still can't help but wonder when they were going to fix this, since 12 days seems like more than enough time for them to receive the returned items, and somehow reach out to me or refund my money.
And wait, there's more... My order was two shipments, and the second one has yet to go out. Of course this also has the incorrect address on it, but she claims she can't stop it in this part of the process to correct it, and all three of the items are also out of stock. So basically I have to wait for it to ship to the address they made up out of thin air, get returned, and THEN I can get my refund. At this time of year, EVERY site is out of the stuff I initially ordered in March, so there goes my entire fruit portion of my garden.
This mistake cost me a lot, and is so baffling as to how it even happened... I could NEVER recommend this company to anyone, let alone ever give them my business again.
On May 1, 2013, Gurney's Seed & Nursery responded with:
We appreciate your post and I apologize for the problems you had with your order. One of our customer service representatives will contact you for your account information and find out what is happening with your order and refund."
On May 1, 2013, LADYBUGLADY31 Erving, MA (Zone 5a) wrote:
I wish I would have found DG before I ordered from this company. I ordered a bunch of stuff that was delivered in the fall, mostly small bushes, a cool hosta, and some smaller little perrenial items. I planted as instructed (I garden a lot, so I know it's not my fault), and every single bush is dead, with no signs of node growth or anything. Completely dry and petrified. I'm so dissapointed, I had to at least warn others of this problem. Even my hosta died. Which I believe because it was one little leaf of a piece. My Periwinkle and a little perrenials seem okay though.
You cannot get a replacement without keeping your shipping label. I doubt I still have that. But I'll check, cause this is BS!
On May 1, 2013, Gurney's Seed & Nursery responded with:
Thank you for the feedback, this is not accurate. We can locate your account with your last name and zip code to reship to you. One of our customer service representatives will contact you for your account information and take care of this for you."
This company is a joke. I ordered from them years ago. I bought some honeysuckle. The plant was fine, but the company is just the worst to deal with. After all the years, I don't remember what my problem was, just that they were very unhelpful, and rude. I tried to get myself removed from their mailing lists, and spam lists, but to no avail. So I got a catalogue in the mail this year from them with a "free $25" coupon, with "no catch" right next to it, so I was thinking I would give this a shot, to see what happens.
I call in, tell the lady I have this coupon on my catalogue, and she said she would have to talk to a supervisor about it since she had no knowledge of this deal. After about 5 minutes on hold, she said ok, and I ordered a dogwood. I did not have high hopes, and I have yet to see the bush. Planting here in Montana has started, and I know they've been shipping their plants for awhile.
This company is a joke, if you want to risk it with them, go ahead. Buy local, not from some mail order customer service nightmare like Gurneys.
On Apr 27, 2013, Gurney's Seed & Nursery responded with:
Thank you for letting us know about the problem you had with our company. One of our customer service representatives will contact you for your account information and check into when you should receive your order."
I have never ordered anything from Gurney's and never will after receiving the Spring 2013 catalog with the threat on the cover:
"WARNING! (In huge letters)
If you don't order something now, this could be your last Gurney's catalog"
Since when does a seed company think they need to bully their customers into buying from them???
I've never had this treatment from any independent seed company. I'll be sending back the WARNING cover with my address to remove me immediately from their mailing list and to never, ever, ever, ever, try to threaten me again if I don't buy from them!
On Apr 23, 2013, Gurney's Seed & Nursery responded with:
Thank you for the feedback. I apologize, the catalog was not intended to be a warning not to order, more like "don't open till Christmas". I apologize for the way the catalog statement came across. I will make sure and bring this to our marketing attention."
How does this company stay in business? I placed an order in Febuary and have received portions of it in sporadic deliveries. Other portions of that order seem to have been ignored. Received a bean tower with missing parts and no instructions. Saw that strawberry plants were supposedly delivered but did not receive them. Received an eMail that replacements were being shipped. When no shipping information was received I checked the website on April 11, 2013 and saw that they were sold out. In response to an April 13, 2013 inquiry re shipping date I received a reply: the strawberry plants would be shipped in March 2014! I've requested a refund but will have to see it to believe it. I've ordered plants and garden supplies from other companies over the years with great satisfaction. My one order with Gurney's has been fraught with errors and frustration. I'll never deal with this company again!
On Apr 13, 2013, Gurney's Seed & Nursery responded with:
Thank you for letting me know of the problems you had with your order. I apologize for the inconvenience. One of our customer service representatives will contact you for your account information and we can check and make sure your refund is issued."
Posted on May 20, 2012, updated March 22, 2013
I'm new to Dave's Garden and really happy to be here. In fact, it's a shame that I wasn't on here to read about gurney's before even placing an order with them.
I found it odd that a company would give steep discounts and play advertisement tricks like "claim your $100 free gift" only to have it actually be a 50% discount in reality.
Anyway, let me cut to the chase. I placed two orders with Gurney's and called back once to reduce an order. An employee decided to combine two orders or give an improper discount, I don't know...the point was, I was basically given a full refund and still had the plants shipped out to me.
I called back immediately after seeing that a full refund was issued and had them correct it (or I suppose) only to go through 3 different workers who were all lost?
They told me to purchase more items to correct discount rate and they did that by applying an over-ride refund.
So, I get my plants and seeds (strawberries, raspberries, trees etc and so many seeds I can't count) and half my strawberries are dying.. some are missing, but I thought w/e I have like 100 strawberries who cares if 10-20 go missing.
Then I got a shipment of grapes and some of those were missing.
Then I got a letter from gurney's telling me to pay some 45-50 dollars within 14 or 30 days or else I'd be reported promptly to collections.
I call and ask why this letter was sent to me. The same person who "corrected" the original issue turned out to be the supervisor and she told me that I had to pay it because they "over refunded me".
I'm not a guy to take anything for free, proof in the fact that I called and told them I'm getting over 100dollars back plus 200dollars worth of plants.
If I wanted, I could've ignored it and let it be, but I didn't.
The story doesn't seem to end does it? No.. there's more.
Gurney's then sends me a $6.40 check for "over charging me" and I haven't cashed it.
Now, 90% or more of my strawberries are dead and what's left is in the process of dying for some reason.
One of my raspberries didn't even want to grow a new cane or a leaf.
most of my seeds died after sprouting having a maximum 3 week life period.
The only things living are basically my trees and my canes and my grapes.
I've emailed them multiple times to get my things replaced and no response.
Due to all this, I was forced to go out and buy plants from a greenhouse and fork out more money and guess what, none of them were gurney's it was another popular company that I wont adv for free here, but all those are doing good.
Why gurney's, do you send out bad products, lie to your customers, and have bad customer service?
On March 22nd, 2013, PlanterJoe added the following:
A Gurney's customer service rep called me last year when I made the original post and claimed they would send me replacement plants. Also, I should mention I placed orders for garlic and still haven't received them after 1 entire year.
Anyway, so I think "wow, gurney's is sincerely trying to improve their customer service" she explains to me how she will replace the strawberry plants. Mind you 10-20 went missing originally and of the 80/90 plants I got only 10% of them survived.
Only ONE of each kind of strawberry was sent.
LOL this is a joke.
P.S. Please moderate the simply false comments on here with "great" reviews and odd screen names. Something seems fishy here. If any company needs to survive it's based on good product, customer service and honesty, NOT bad products, customer service and deception!!On Mar 22, 2013, Gurney's Seed & Nursery responded with:
We appreciate your post. We apologize for the problems and that no one has gotten back to you. One of our customer service representative will contact you for your account information and have this taken care of."
On Mar 20, 2013, chellelouise Laingsburg, MI wrote:
I also received the email for the $4.99 Goldrush apples trees. Even though we ended up placing our order online we actually spoke with a customer service rep. who never mentioned that the deal was only for one tree, this also did not some up as we placed our order online for 4 trees and paid the $20.00 for the trees. A few weeks later we received a postcard stating that our order was cancelled because of a lack of inventory and that we were to be reimbursed. Although I was disappointed and a little miffed that I wasn't able to get the trees it wasn't until the next day when I received a email stating that one Goldrush apple tree was shipping that things started to go down hill. At this point I didn't want any of the trees since I needed more than one apple tree and didn't want to order anything else from Gurney's so I called to cancel the one apple tree I was still scheduled to get, I was told that I could not cancel because it was already being processed. When I asked how it was possible that the other three trees in my order were out of stock but they happened to have one left to send me I was told that there was a limit on this special and I should've only been able to order one tree. I expressed my feeling of frustration that if the special was only for one tree then I sould've only been able to order one tree at this price and that this information was not clearly presented on the email that advertised the offer. The representative was not sympathetic or even apologetic over the "fluke" in their software. I again asked to have the order cancel and was again denied. I then was transferred to a supervisor in India and he finally agreed to refund all my money although it will have to be after the tree has shipped. I'm not holding my breath that this will really be refunded but hnestly I don't have the energy to go another round with this company, they can have my five dollars but I will never give them a penny more. Horrible customer service with no quality control or intergrity!
On Mar 20, 2013, Gurney's Seed & Nursery responded with:
Thank you for letting us know about the problem with your order. One of our customer service representatives will contact you and check on your account and make sure everything is taken care of. I apologize for the inconvenience."
On Mar 18, 2013, lisaq1965 Salt Lake City, UT wrote:
My partner and I are excited to be having a garden this year, our first :-)
I have used this company before. It was years ago and very satisfactory.
Not this time. From the moment they answered the phone things went wrong.
The agent was hard to understand. Apparently we were also hard to understand. After giving our name and spelling it (5 times), she decided that Emily Stevens was really
We ordered three kinds of potatoes, asparagus and some grass seed. Our agent did not verify any of this. We did. We did her job not knowing that our order was going to Larry Stewart.
When we received our confirmation email telling us our order had shipped to Larry we contacted the company and asked for a supervisor. Richard the supervisor was very nice. He apologized profusely for the mistake his agent made and also for the fact that our order, now shipped to the wrong person, could not be rerouted.
Richard the supervisor replaced our order and assured us over and over that we would not be re-billed, having already paid for the order messed up by the initial agent.
That was on 3/13/13
Last night, 3/17, we wanted to check the progress of or order.
It was on hold for payment due...
Again we called customer service and asked for a supervisor. By some sort of coincidence, we got Richard. He remembered speaking to us and was again very apologetic for dropping the ball. We subsequently have canceled our our order and requested a refund for our original order that is still on it's way to Larry Stewart.
We have decided not to deal with Gurney's. The biggest reason is because the company is based in the United States (a good thing) but their customer service is outsourced. We believe this whole problem could have been avoided had the original agent been more fluent or better trained. It just seemed that she either couldn't understand that we were Emily Stevens. Not Larry Stewart. The only similarity in those two names is the corresponding zip code.
Posted on March 6, 2013, updated March 15, 2013
About 10 days ago I received an email special from Gurney's offering Gold Rush apple trees at $4.99 each. There was no limit in the email & when I went to the site to check it out there was no limit posted online either. I ordered two & was so happy.
This was my first order with Gurney's so before I ordered everything for my garden I wanted to see how this purchase panned out. I am SO glad I waited.
One week later I received an email telling me that I had ordered more than the limit of one tree. I sent an email back because there was never a limit shown. They responded - to my long dead father in law, who has never been on my account or lived at my address. They apologized & stated that they would fix my account & send me a credit - which was nice. I was still irritated, but at least I was getting one tree.
The next day I received an email that they are out of stock & I will not be receiving anything. That email was also directed to my dead father in law. When I responded I got an automatically generated email (again) stating that I was limited to one tree.... except that I am not getting ANY trees because they cancelled my whole order - which was what my email was about. Clearly they didn't bother to read it - again.
I am disgusted with their business practices & don't have any idea how they stay in business if this is how they treat their customers.
On March 15th, 2013, JenMagdech added the following:
After I left this comment, I called Gurney's customer service center to make sure they refunded my money. I was informed that the email saying I was getting no trees was mistaken & that I am in fact getting a tree in April or May. Depending on what happens in April or May I may change my rating to Neutral. On Mar 15, 2013, Gurney's Seed & Nursery responded with:
My wife and have been receiving emails from Gurneys for over two years, three days ago we wrote our first order...........do we regret it now.
We received an email right after we ordered saying there was a problem processing the card, no big deal there is more protection online now with some cards. I checked my bank account and the money was taken out of my bank. I waited until the next day when they "open for business", their call center overseas is always open, silly me. I spoke to some man, gave him my credit card info again, he said it was all set.
Since this phone call I have received five emails saying there was a problem, one email from "Charlie" in customer service saying everything was ok followed an hour later with a phone call saying there was a problem processing my credit card and the order was on hold. I HAD TO CANCEL MY ORDER before I exploded. I can't imagine trying to receive an order or doing warranty issues with Gurneys, STAY AWAY FROM THIS BUSINESS.
On Feb 23, 2013, Gurney's Seed & Nursery responded with:
We appreciate you taking the time to let us know about the problems you had with your order. One of our customer service representatives will contact you so they can check into what exactly happened and let you know."
I'm currently sat here staring at the Gurneys catalogue, I want to be enticed by their offers and range, but my previous experience with this company borders on laughable. I ordered an olive tree, a goji berry, a paw paw tree and garlic. I thought they would be true to their word and ship when planting was viable in my region. NOT TRUE! I live in Florida, I ordered in March 2012. Way after the last frost date, I still didn't begin receiving my plants until the end of May, when the Paw Paw and Goji berry were delivered. In Florida this is entering the heat of summer and plants can not survive in it without care. They certainly can't cope with being dropped off in a post box! Luckily I caught the delivery, unfortunately, the goji (which was a single 4" stick with 4 leaves) was all but dead when it arrived, I tried to nurse it to health, kept it out of the direct sun, but it died. The paw paw is doing terribly, its dormant right now, but I'm not holding out much hope. What about the other items I hear you ask.... well the olive tree was delivered 8 MONTHS after ordering! It was delivered in a 2" pot and the stick is 3" high. As someone pointed out in an earlier review of this company, I'm not sure this is even legal??? Can a company legally take money for an item, they purposely decline to describe size wise, obviously don't have in stock and fail to deliver even in their own 'pie in the sky' delivery schedule? Since the delivery of the Olive tree I have complained and been refunded for the goji berry. I'm at a loss as to how this company can continue to do business this way. I will say that I have ordered seeds from this company in the past and been pleased with the results. So the bottom line, if you want live plants don't go here, you will wait an eternity and they will probably die. However, if all you want are seeds, then go right ahead and take advantage of their vouchers!
On Jan 2, 2013, Gurney's Seed & Nursery responded with:
Thank you for your feedback. I apologize for the problems you had with your plants. One of our customer service representatives will contact you for your account information and take care of these issues for you."
We have used Gurney's for over 15 years. When my son and I saw the $100.00 off any order of $200.00 on their spring 2013 catalog that just came we were excited. Once we started looking at the prices our attitudes changed fast. Most items in this catalog are double what they would normally be. Why? Do they really think people don't notice? Do they think their catalog is the only one I get in the mail? What has happened to Gurney's? You used to be one of the best out there.
On Dec 26, 2012, Gurney's Seed & Nursery responded with:
In spring of 2011 I ordered two YELLOW trumpet vines from Gurneys.
After training, fertilizing and pruning them onto our new pergola they bloomed this year!
Both vines are blooming in PEACH blossoms - NEITHER are YELLOW.
I emailed Gurneys after the first started blooming the wrong color and they promptly issued a credit. I assume they will for the second as well. I received a credit because they were out of stock of 'yellow'.
While searching online for actual YELLOW trumpet vines I ran across some photos of yellow trumpet vines, and red trumpet vines. Some Gurneys and some Michigan Bulb Company. Surprisingly - the photos were the exact same photos with only the color of the blooms altered via digital editing. The photos were not of actual vines, they were digital fabrications of the colors and blooms.
We apologize and we have brought this to the attention of our web department and they assure us that this was not intended to mislead our customers in any way and they are working very diligently to fix this error. Please know that we are continuously updating our website and replacing old photography, that may have existed with the previous owners, with newer and accurate images. Please accept our apology for any inconvenience we may have caused you, and we ask that you consider giving us one more opportunity to provide you with world class service. A customer service representative will contact you for your account information so we can reship the Yellow Trumpet Vines to you."
On Jul 14, 2012, countrysweet16 Mill Plain, WA wrote:
A few years ago I found out I have a major green thumb like the rest of my family has for many generations. I also found it has made a huge impact on making my depression less visible, or go away. So I decided to take a chance buying plants online instead of in my local store so I could possible get better deals....well I did....but it went south.
I made multiple orders through Gurney's this year, when I should have just made 1 big order and saved the shipping and made it less confusing to remember which plants died for what order. I ordered: dwarf lemon, dwarf lime, dwarf orange, everbearing strawberry(25 bulb count), canby raspberry, anne raspberry, apache blackberry, dwarf northblue blueberry, dwarf northsky blueberry, triple crown blackberry, black hawk raspberry, and a thornless boysenberry(which hasnt shipped yet).
The citrus tree's were the first order and looked great when I received them. I planted them and they did great for a while then the orange tree died so I was sent a replacement, which is doing great still. The lemon and lime started to lose their leaves so I wrote to gurneys and got advice, it seemed to work at first but they both eventually died. I was sent a replacement certificate for them but I dont know how to use the certificates.
Then the other orders just did not work out at all. All my items looked amazing when opening the boxes and planting them. Shortly after I planted the northblue blueberry it sprouted like crazy...then died out of no where(I got a refund for this one.) The canby raspberry and triple crown blackberry also looked like they were doing good then died, I got replacement certificates for both of them.
Shortly after planting the 25 strawberry bulbs they all died and got moldy. I asked for a refund considering I couldnt even keep 1 of the 25 alive but yet my store bought strawberry plants are doing great....they are sending replacement bulbs instead next year.
I still havent written to them that the other blueberry bush is doing the exact same thing the last one was before it turned into a brown useless stick. I have helped my friends plant blueberry bushes so I have no idea how both mine went green full of leaves to all the leaves turning brown within a few days and then the whole plant dies.
I have tested the soils and made sure I have done everything right and have yet to figure out what I did wrong to all the plants. I have bought many plants at my local stores and farmers and have never had this type of problem before(killing plants), I figure it has to do with their end because I have a greenhouse filled with all kinds of hard to grow plants that I have yet to even have a problem with. I figured when I wrote to them about the multiple plants dieing they would just send replacements but instead I got certificates which I didnt want. I just want plants that live, grow, and can stay alive after they start growing. It would be nice to buy more plants from them down the road(I love to give them as gifts) but I need the current ones to survive like all my other plants to trust that the next ones will live. I dont have the kind of money to keep wasting on paying for shipping everytime a plant dies and they just send me the replacement money for the plant instead of a replacement plant.
I would love to give them positive feedback but as it stands their plants seem to do well within the first few weeks then die. Out of all 11 plants I have received only 3 have stayed alive with no problems(yet), and 1 that was replaced which seems to be doing well. Would be nice to have trust in them to make more orders in the furture for myself and for friends.
On Jul 14, 2012, Gurney's Seed & Nursery responded with:
We apologize for the problems you had with your plants. We do offer a lifetime guarantee on any of your plants. The replacement certificates can be used on any order. A customer service representative will contact you for your account information to further assist you."
On Jun 9, 2012, EarthWarrior Lemmon Valley-Golden Valley, NV wrote:
Well I called Gurney's customer service today to tell them that the Pink Pampass Grass I bought for my mom died. It wasnt really a surprise because it didnt look like it was doing that well when it was shipped anyway. They said they could give me store credit and I accepted because I couldnt understand the man because hes probably from freaking India or something! He was nice but his accent was so strong I had to say "what" on several occasions.Then after I hung up, I thought what did I say yes to? I dont want store credit!, I want a new freakin pink pampass grass plant!! This is just irritating! My mom is sad because I got her that plant for Mothers Day and it didnt even survive shipment.
On Jun 9, 2012, Gurney's Seed & Nursery responded with:
On May 30, 2012, RockWhispererOK Bartlesville, OK wrote:
Posted on June 18, 2011, updated May 30, 2012
I have been trying to be open-minded about Gurney's service.
Last year I submitted an order for two bundles of white Candy onions and two of red. When the order came, the count in one of the bundles of the white was only about half what it should've been, due to the fact that they were larger. For one thing, I'd like to see more uniform sizes in a bundle of onions. The teeny tiny ones don't get very big and have to be saved over for the following year, and the big ones tend to bolt unless I hold them till all danger of frost has passed. So both end up being a little more trouble to get them to produce a decent onion. But I realize I could direct that complaint to most any seller of onion plants, unfortunately. I e-mailed Gurney's Customer Service and asked them for additional white onion plants because of the short count. Instead, they completely duplicated my order. By then, all my gardening friends had theirs planted and I just hated to throw all those onion plants away. So I planted them in every raised bed I had, and along the edges of the front flower garden, and the tiny ones went into flower pots. There were some things that I planned to grow that spring and didn't because I didn't have room.
So this spring, because I still had lots of chopped onions in the freezer, I ordered only two bunches of just the white Candy onions, thinking that would give me enough for fresh use through summer and fall, and some to share with friends and neighbors, as I always do. They sent three bunches and again, I was hard-pressed to find places for them all, since we had moved and I didn't have all my beds developed yet.
Yeah, I realize these things happen and since I had the choice of throwing what I couldn't use away, I thought it was better to get too much than too few.
I subscribed to get notices of sales and I found myself getting notices at least once a week, which got to be a little annoying after awhile. Most of them I didn't take advantage of because it isn't worth it to me to pay the shipping charges on just one or two little items since I can get things on sale locally. But the most recent one I took advantage of offered Stella cherry trees and Olympic pear trees for a pretty good price. There were also Josee everbearing lilac bushes. So I ordered two of each. I got the lilac bushes right away. They are small but doing ok.
The pear and cherry trees did not arrive. I had about decided, since it was already so hot here, that they would send them in the fall. So I didn't think anything of it until I got a postcard in the mail saying the pear trees were not available. Yes, they credited my credit card. When I went to check my order status I found that the cherry trees had been cancelled as well.
At this point I e-mailed Customer Service and told them that I would not be ordering from them from now on. These sales that they offer are only good for a certain period of time and I did order within the window. If the item is out of stock the computer can be set up to reject the order when it is placed, or just plain not have an "order now" button at all. Since the website accepted my order it just seems like it ought to be honored.
Barring that, I would have appreciated that if 2/3 of the order (and more than that if you're going by $$) cannot be fulfilled, they might e-mail me of this predicament and give me the option of cancelling the entire order.
At the very least, I would have liked to have received this information in an e-mail, which they do use to confirm my order and to tell me that the order has been shipped. Instead I get this CARD IN THE MAIL about the pear trees and no notification at all, at least not yet, about the cherry trees.
I received an apologetic reply to my e-mail and the representative added that a $10 coupon would be mailed to me because of my inconvenience. Except that I won't be using it because I believe I did say that I'm not going to be ordering from them any more.
The next day I got e-mail notification of yet another big sale, and I unsubscribed. I don't have time to make out orders for plants that they don't even have. Walking away now.
On May 30th, 2012, RockWhispererOK added the following:
This is an update, since I posted a new complaint and it was never logged in, I guess this is how I have to do it.
Last year, I said then that I was done with Gurney's because of the previously documented issues. But I yielded to the temptation when I found out I could use their $10 coupon WITH their $25 off promotion when the order comes to $50. NEVER AGAIN.
On 3-25-12, I ordered a Sea Buckthorn, two Hansen's Bush Cherry and a Red Lake Currant. The order came to $50.96. With $25 off, and my $10 credit, the order came to $15.96, but then there was shipping, which bumped the cost of the order up to $27.91. I ordered online at their website because their website has the capability of preventing orders from being placed on items that are out of stock.
On 3-27-12, I get an e-mail from Customer Service saying there was a problem with my credit card and I needed to call them and give them a different credit card number. I responded that I was having no troubles having my credit card honored and that, this being a last ditch effort on my part to convince myself to continue ordering from them, just cancel the order. I only use one credit card. They have no 800 number and I'm not paying long-distance charges to call them.
Then I get a reply stating that my order was reviewed and the credit went through. So I don't know what happened there. And no mention of when my order will be shipped. It doesn't arrive for three weeks. The Sea Buckthorn is not in the package. The shipping statement says, "Shipped Separately". I wait another week. I go to the website and look at the order there. It says simply, "Not Shipped". The Red Lake Currant plants were laying inside the box OUTSIDE the plastic and the roots were dried out. The Hansen's Bush Cherry had come out of dormancy and was budded out with fragile, almost white, leaves. Fortunately, we were having some cool, rainy weather and it adapted, with a little additional protection, after being planted immediately. So I send an e-mail to report the Red Lake Currants, which did not show any signs of life a week after being planted, and ask if I'm going to receive the Sea Buckthorn or not. They reply that it will be shipped between May 6 and May 27, and that they have sent me a credit slip for the Red Lake Currant since it is now out of stock and therefore they cannot reship. I respond that I don't want a credit slip, that I want a refund check that I can cash at the bank or a substitution of Manchurian Bush Apricot, which comes out at the same price as the two orders of Red Lake Currant. They respond they are out of stock for that. I respond that I will take an Aronia bush, then, which is priced a little lower, but that I would be willing to call it even with that. I say to ship it WITH the Sea Buckthorn. They say they can do that. Then on May 5, I get a package containing ONLY the Aronia plant. And I get a replacement credit certificate in the amount of $17.43, the price of the two Red Lake Currant plants, in the mail. I look at my credit card transactions and they put through a refund of $2.44, the difference between the price of the Aronia and the price of the Red Lake Currants, on 4-25. Something I didn't ask them to do, but I guess they were trying to go the extra mile. So I email them. I tell them about the replacement credit certificate and how I don't understand why they sent that, as I requested a substitution. I mentioned that the Sea Buckthorn was again not in the package. They respond that they used the $17.43 credit for the Aronia, and put through a refund on my credit card for the difference of $2.44. They tell me the Sea Buckthorn would be shipped between May 20-24. I e-mail back that I am not comfortable with them putting transactions on my credit card without my knowledge or approval and to please not do that again. I tell them May 20-24 is really too late for spring planting in Oklahoma, so just cancel that order and send me a refund. Not a credit slip, a refund. By now I'm so confused I don't know where I'm at, and I'm totally annoyed. They respond that they have put through a refund of $8.04 ON MY CREDIT CARD (@@%$#&*^%#^*&!!) and issued me a credit slip in the amount of $10.00, good on my next order. Geeze, if they were going to put the refund on my credit card anyway, why not do the entire amount and not bother with the credit slip? Oh, I guess I know why. I respond that I'm never ordering from them again, something I have, by now, already told them a couple of times, so I can't use a credit slip, and I asked for a refund CHECK to be SENT to me. I reminded them that I had told them to put no further transactions on my credit card and they did it anyway. A supervisor responds to me that they have been very busy trying to fulfill orders but that this has been done. On May 14 I get the credit slip in the mail, which I throw away, thinking the check will follow. Then, today, on reviewing my credit card activity, I see the refund of $8.04 on 5-8 and then, on 5-10, a refund of $17.43. *Sigh*.
Now that all the dust has settled, I total up all the credit card refunds and I end up getting the entire cost of the order refunded to me. I hope I don't get a check for $10 in the mail now because that will have me making a profit on this order. I ought to be happy about my free Aronia and Hansen's Bush Cherry plants. But I'm annoyed. If it isn't already obvious, here's why:
I ordered on their website, which is supposed to not have an "order" button to click on when the item is out of stock. Yet it's quite obvious the Sea Buckthorn was out of stock. They took the money for the order out of my credit card nearly a month before they sent anything. They should wait until they ship, and if it's a partial shipment, only draw the money for what's being sent. They have your e-mail address. They should e-mail you when they ship. They should e-mail you when something's going to be back-ordered or when it's out of stock, and ask you what you'd like to do: substitute something? refund? credit slip?. Other places do. If you ask for a check, they should send you a check and not a credit slip and not put the refund on your credit card, especially when they tell you they've done as you asked.
Clearly they are understaffed. Good customer service is impossible in their current situation. Apologizing and saying, "we try but occasionally we stumble" just falls flat with me when there is a problem with EVERY ORDER I PLACE. Maybe later I'll be happy with my free plants. Right now I just feel like I earned every penny of their value. On May 30, 2012, Gurney's Seed & Nursery responded with:
We apologize we did not have all of your items available for shipping. We will pass on your suggestion about emailing our customers if items are not availalbe. A customer service representative will contact your for your account information."
I ordered four plants: two never did anything, one is barely hanging on, and one has made it ( a grass ). They arrived in poor shape which could be delivery time, but all were very small to be able to reach the sizes stated in the catalog or internet. I have pictures and am going to contact them, because they emphasize100% satisfaction. But how do you reach them other than email which hasn't worked many reviews state. I will try calling and later report how that works.
On May 27, 2012, Gurney's Seed & Nursery responded with:
Posted on April 6, 2012, updated May 27, 2012
Gurney's offers great coupons in the spring, which is the only reason I order from them. I've ordered several years in a row, hundreds of dollars of plants and trees. Unfortunately, their quality is deteriorating. They shipped me a baby peach tree this spring that was literally a dead stick, and were supposed to reship me an Asian pear that died last year, but did not. When I called about the pear, they had no record of the order, and the CSR couldn't find my order or the item number of the tree. I had to go onto Gurney's website, while I was on the phone with the CSR, log in, pull up my own order records, and find the information for the guy.
The reason I'm not giving them a negative review is that they are going to re-ship the peach and pear trees for free. But I am not going to order from them any more. After seeing the quality that Stark Bros. ships for the same price, I'm not going to buy the low quality trees again. I guess I've learned a lesson, and that I get what I pay for.
On May 27th, 2012, GardenRiot changed the rating from neutral to negative and added the following:
My experience with Gurney's this year has been so poor that I wonder if it's changed management. The replacement Contender peach that they sent me is skinnier than a pencil, out of 100 strawberry plants that I set (two different varieties) only 60 are growing, out of 10 asparagus plants two came up, and one variety of sweet potatoes came to me so dehydrated that they never perked up, not even when I put one shoot in a vase of water in the house (no sun stress). I also order from other companies and buy locally, so it's not my gardening technique--my other strawberries are looking great, my other asparagus came up 100%, my other sweet potatoes I only lost one plant out of 50. I will never, ever buy from this company again--even if they replace the plants, I've lost a year on my asparagus, the peach is so tiny it won't bear for five or more years, and I can't replace the strawberries until next spring. Gurney's has really set my garden back. Take a look at their feedback--more neutral and negative than positive. This isn't just a few disgruntled customers, this seems to be pervasive. On May 27, 2012, Gurney's Seed & Nursery responded with:
Thank you for sharing your experience with our company. We apologize for the problems you had but happy to see it is being taken care of. Please consider giving us one more chance to offer you our World Class customer service."