On Feb 28, 2011, texasyellowrose Gainesville, GA wrote:
Posted on February 12, 2011, updated February 28, 2011
Buyer, be ware! I received a catalog from this company with a $25.00 off coupon with purchase of $25.00 or more in additional products. I entered my order on line and enter the codes for the account and key code required. On the order status at that point the order showed the discount. When I submitted the order the $25.00 discount has disappeared. I immediately tried to contact the company and was told no order had been made by me and that I could reenter the order. Later, with a confirmation number I called back and was told that two packets of seed that I had ordered at 75 cents and $1.49 made my order total invalid because they were on sale and that constituted an additional offer. I could understand the coupon and the free shipping offer sent by email being two separate offers, but purchasing an item marked as on sale should not be considered a separate offer. When I threatened to cancel the entire order, Kim checked with her supervisor further running up the cost of minutes on my cell, and then allowed me the coupon discount. Had I not looked carefully at my confirmation I would have lost greater than the $25.00 from the coupon and the total would appear on my credit card. I seriously doubt I would do business with this company again, because Kim was rude and I felt the advertising on the coupon was false. I have done business with this company in the past, and was sent a coupon for merchandise that was out of stock and would no longer be offered. To be honest, I never used the coupon because of the rudeness of the customer service representative at that time. ( Until this incident I had forgotten about the previous experience.and found in a review of my garden journal.)
On February 28th, 2011, texasyellowrose changed the rating from negative to positive and added the following:
I changed my rating because a customer representative contacted me and responded that they would followup and use the incident in customer training for employees. I also received in the mail a postcard with a coupon which I greatly appreciated. There were some items that I would like to try, but to be honest I had not purchased plants from here because of the fear of being disappointed. I did receive the order of redworms for vermicomposting that I ordered and they appear to be healthy. I believe by the rapid response I received that the company is really trying to right a wrong impression and I appreciate the effort by the company to take care of my complaints. I will use the coupon and try another order. On Feb 28, 2011, Henry Field's Seed & Nursery responded with:
"On Feb 15, 2011 10:22 AM, Henry Field's Seed & Nursery responded with:
Thank you for your feedback. I apologize for the rudeness of our representatives. We will research your account and find the agents involved and use this to ensure they receive training/coaching needed. A customer service representative will be contacting you for your account information.
I recently started ordering from this company. And although not everything is perfect with them, company really does its' best to make it right.
Orders arrive at estimated delivery dates, and plants are mostly in a great condition. Some of ordered by me plants were not doing well at all (flowering quince, for instance). However, when I requested replacement or exchange, customer service representative was very helpful, and patient with me. I am getting my replacement next spring.
When HF was out of stock for fern-leaf bleeding hearts, I've got a great replacement, and a $5 off coupon for my next purchase.
Couple of days ago, I had requested to rush some plants for delivery, instead of waiting for their estimated dates of shipment (due to my area's weather condition). Customer service representative informed me of shipment the very next day. That is an awesome service! Thanks, Henry Field Co!
On Sep 15, 2010, Henry Field's Seed & Nursery responded with:
"On Oct 13, 2010 9:28 AM, Henry Field's Seed & Nursery responded with:
We appreciate your feedback. Your feedback is appreciated and used to provide service to our customers. Thank you, if you ever need any assistance please contact us any time, we are always here to help."
Posted on May 22, 2010, updated August 20, 2010
I ordered blueberry bushes from this company and they are doing great. I also ordered a bing cherry tree and it is also doing great. It did arrive as a bare root tree and was sleeping, or dormant. I followed the detailed instructions and am quite pleased to report that the tree is awake and growing just fine. I did order the entire kit with the food and winter wrap. The pecans I ordered from this company both died, but I planted them in pots indoors, so that may be why, and they will replace them. Kudos to Henry Fields. If I get another $25.00 coupon from them I will order again.
On August 20th, 2010, druidjo changed the rating from positive to negative and added the following:
I confused the orders. The blueberry bushes that survived were from Guerneys, not this company. I assumed that they were the same company because they had the same item numbers and prices. I now know better. Live and learn. Nothing that I ordered from this company is still alive. The cherry trees are both dead and so are the blueberry bushes. I know it was not me because the bushes I ordered from Guerneys are thriving. They were planted in the same place. The backyard horticulture book never did show up. I hope this company keeps its word and replaces the items, though they will probably be poor quality also. Henry Field may share the same distributor as Guerneys, but they are much more like Burgess, a waste of time and energy. On Aug 20, 2010, Henry Field's Seed & Nursery responded with:
"On May 24, 2010 2:49 PM, Henry Field's Seed & Nursery responded with:
Thank you for taking the time to post. We appreciate the feedback to better serve our customers. Happy Gardening!"
On Jul 10, 2010, mousepotato66 Thornville, OH wrote:
Posted on May 20, 2010, updated July 10, 2010
I recently received 12 sweet potato plants from Henry Fields and was extremely shocked at their poor condition. However, the enclosed information leaflet explained that this could be the case, and not to worry. So against my better judgement I went ahead and planted them. About half have died, and some of those remaining aren't looking too happy either. I've just emailed the company to express my disappointment, and a few moments later I came across Dave's Garden and this review section for Henry Fields. I was going to write a "negative", but after reading many of the other reviews where they state that Henry Fields have been good about replacing poor quality products, I'll hold my counsel, vote "neutral" for the moment, and see what happens when they reply to my email.
On July 10th, 2010, mousepotato66 changed the rating from neutral to positive and added the following:
I should have updated this ages ago but I've been so busy with my garden it totally slipped my mind! Henry Fields were very prompt in dealing with my quibble over the poor sweet potato plants, and just a couple of weeks later I received a new shipment from them which were much better. And in the meantime, the "poorly" ones I had already growing suddenly took off well, and are thriving.
I've changed my neutral to a positive not only because of their fast, no-quibble response to me, but also for the fact that other seeds I had ordered from Henry Fields are doing AWESOMELY well! My Yukon Gold potatoes are now taller than ME, and have developed seed pods! I have a feeling I should remove them and let the strength go to the potatoes underground, but it's so unusual to have spuds actually grow seed pods that I'm leaving them alone for now to see what happens.
The beetroot and mixed blend lettuce have been wonderful, and in general I'm more than happy with my purchases from Henry Fields. It was only the sweet potatoes that I felt let them down originally, and that has been resolved above my expectations.
I will happily be ordering seeds and seed potatoes and sweet potatoes again next year from them. :)On Jul 10, 2010, Henry Field's Seed & Nursery responded with:
"On May 24, 2010 2:46 PM, Henry Field's Seed & Nursery responded with:
Thank you for taking the time to post. We appreciate your feedback to better serve our customers. A customer service representative will be contacting you for your account information to take care of the reshipment for you."
On Jul 3, 2010, Henry Field's Seed & Nursery responded with:
Thank you for taking the time to post. We appreciate your feedback to better serve our customers. A customer service representative will be contacting you for your account information to make sure your email address is opted out."
On Jul 1, 2010, luv2vacation Edmonton Canada wrote:
I placed an order over the internet with this company mid April/10. Shipment was to have been shortly after May 26/10. I logged in several times to check the status but it would never say shipped so i started calling to inquire and each time i was given a later and later delivery date. At one point the customer service rep said that she wasn't sure why it hadn't go out as Canada post was delivering and mine was scheduled? I called once after that and was told it would be mid July? I don't want it mid July and asked to cancel the order. I was put on hold for some time then told that it was cancelled and my credit card would be refunded within a week or so.At that time i was told of some bankcruptcy issues which is why i just wanted to cancel. 2 weeks passed and no refund so i called again and was told it was being shipped? Why i ask? i cancelled? he says "oh" i am put on hold again for some time and then told that i will get a full refund but i will still get my order? i ask why? he said that they have no way of cancelling delivery now and it will still be shipped in Jully. I certainly expressed my disatisfaction as i will not really beable to use them bt that time but whatever they have to do i just want to cancel and get my refund which he assures me i will get as well as my order. This is extremly odd to me? Then the next day i get a letter stating the bankruptcy issues and the order should be shipped in the fall but if it is not then i will get a refund at that time. I have written them a letter and forwarded all the info to my credit card company to handle. I really dislike dishonest businesses and shady customer srevice reps !!
On Jul 1, 2010, Henry Field's Seed & Nursery responded with:
Posted on June 29, 2010, updated June 29, 2010
Posted on June 22, 2010, updated June 29, 2010
Posted on May 27, 2010, updated June 22, 2010
Posted on May 26, 2010, updated May 27, 2010
Posted on May 24, 2010, updated May 26, 2010
I haven't recieved the products yet, so maybe I'll come back and change this rating later, however so far I've had a negative experience with their customer service, at least. I placed my first order today - a large order, as I wanted to use the 20 off of 50 coupon - and right after I submitted everything, I realized that I was going to be away during the estimated delivery period. Yes, I was going to be away throughout the ENTIRE estimated period. *sigh* This was my mistake, but I didn't want to cancel the order, either. So I decided to call and talk to someone to see if there was anything they could do. Well first off it was extremely difficult to find a phone number on the Henry Fields site itself. I actually had to Google "Henry Fields number" to find it. Then, once I called that number, I was connected to a rep after hitting zero. As soon as I explained my predicament, I was immediately given an attitude of annoyance. Originally I thought it was because the rep was worried of trouble with me blaming the company once I arrived home and all my plants were dead. I assured her that I wouldn't hold the company responsible, but that I simply wondered if she could at least put a RUSH note on the order for me. She explained that she didn't think I'd hold the company responsible, but regardless, still acted aggrivated at my requests for help, or even at the asking for her mere thoughts on the situation. I tried to find out why she was so irritated with me, but the most I could garner from her was that she really didn't feel there was a point to the RUSH note. Eventually I said that was fine, but could she please add the note- just in case it helps at all. She then said she would add it at no extra fee and I gave a sigh of relief and thanked her. It seemed there was actually nothing she could think of that would help me, but at least I finally got her to add the RUSH note. I thought maybe if the order shipped out soon enough, it may arrive in time, as the USPS transit map says it takes 2 days to deliver from Indiana to PA. Some items were on backorder, but at least with the RUSH note, maybe I can save part of the order if the plants in the partial order arrive before I leave on May 31.
IN SHORT: when I called for help, the customer service rep seemed annoyed and was hesitant to even add a simple - shot in the dark - RUSH note to my order. In fact, it was only after I brought up the option of canceling outright that she agreed to add the RUSH note "free of charge."
On May 26th, 2010, DramaBB82 added the following:
I'm not changing the rating yet, even though someone HAS been in contact with me (the day after I posted the comment, in fact). The problem is they don't seem to be listening to my specific issue. The only information they've given me is what my order status is (ie: when it's scheduled to ship), even though I have checked that info myself many times on their web site. I feel like I keep repeating myself to them: Is there a way to put my shipment on hold until June 4? And if not, what are my other options?
That is the question I would like help with, but it's almost like I'm getting automated responses.....
Who knows, maybe their plants are excellent. The only problem is I can't get past their Customer Service and as a result, my plants may end up dying from sitting on my front porch for a week. I guess I'll cancel my order if nothing is resolved by Friday. I really want the garden, but I don't want to kill $50 worth of plants either.On May 27th, 2010, DramaBB82 added the following:
Unfortunately I cannot change the rating because the outcome is not good. After trying for two days to get an updated email response on this site, I finally decided to bite the bullet and call again. Much to my pleasure, this time the Customer Service Rep was VERY nice and very helpful. I told her that I wanted to put a delay on the shipment because I was going to be away and she immediately said she can absolutely do that for me (whereas the woman I spoke to early in the week was rude and fought every suggestion I asked for). I wish I had thought of the shipment delay earlier, but this is why I called in the first place- to find out what my options were! Sadly, however, it was too late- she told me that my order had already printed for shipping JUST THIS MORNING. If the woman from earlier in the week had been more helpful, we might have thought of the delay option earlier, but now there is nothing that can be done. This second woman, though, said she was putting in a call log so that the company would be aware that most likely I am going to need to have my plants reshipped, as they are probably going to die. Why couldn't this woman have been the one who answered my call the first time around? What a waste :-( At least I'll get complementary replacements.....I hope.....On June 22nd, 2010, DramaBB82 added the following:
I wish I could make a separate post, but it seems I can only add to my previous one. Don't know what I would do if I wanted to comment on a new order, but oh well....
Anyway, in the end all of the plants in the order have died, save two (A Rosemary Plant and Sweet Pea). As such, I don't think I'll use Henry Fields again because their plants don't seem to be very hardy. This is despite the fact that they've slowly been helping me Customer Service-wise and have been generous about refunds; I'd just rather not have to ever contact Customer Service at all. It's now too late in the season to ship Spring Plants (due to heat) and so now my garden is incomplete.On June 29th, 2010, DramaBB82 changed the rating from negative to neutral and added the following:
I thought I should change my review to Neutral at least, because they are continuing to be very accomodating with refund requests. It's a tough spot to be in for them, I'm sure, because they have no proof that it was their fault or that the plants were properly cared for- they are good about going on the customer's word and I truly appreciate that. In the end, though, I do have to agree with the recent poster who said they are not a good resource for plant material because most of the plants are not in good shape (again, the herb and the sweet pea have lasted so far, but nothing else that I ordered).On June 29th, 2010, DramaBB82 added the following:
I thought I should change my review to Neutral at least, because they are continuing to be very accomodating with refund requests. It's a tough spot to be in for them, I'm sure, because they have no proof that it was their fault or that the plants were properly cared for- they are good about going on the customer's word and I truly appreciate that. In the end, though, I do have to agree with the recent poster who said they are not a good resource for plant material because most of the plants are not in good shape (again, the herb and the sweet pea have lasted so far, but nothing else that I ordered).On Jun 29, 2010, Henry Field's Seed & Nursery responded with:
"On May 24, 2010 2:52 PM, Henry Field's Seed & Nursery responded with:
Thank you for taking the time to post. We appreciate your feedback to better serve our customers. A customer service representative will be contacting you for your account information."
On Jun 23, 2010, docknee Murphy, NC (Zone 7a) wrote:
Plants are very small bare root starts. Bulbs arrived dried and some had rot. They have rectified my complaints promptly, but I would rather spend a little more for a nice plant ready to go or high quality bulbs. Not an outstanding source for plant material.
On Jun 23, 2010, Henry Field's Seed & Nursery responded with:
"On Jun 29, 2010 7:29 AM, Henry Field's Seed & Nursery responded with:
Thank you for taking the time to post. The feedback we receive will help us to better serve our customers. A customer service representative will be contacting you for your account information to locate your account."
Posted on May 31, 2010, updated June 10, 2010
Ordered a grape plant that was supposedly shipped on May 19, 2010 via UPS. The tracking number provided by Henry Fields does not show any results on the UPS tracking site. Called customer service and got an Indian rep named "Russell." "Russell" struggled to understand many things and I had to repeat myself multiple times throughout the call. "Russell" informed me that he shows that my item shipped so he guesses UPS may have lost it. "Russell" says he will reship the product and I will receive it in May 2011. I say that's ridiculous and demand a refund. "Russell" says that he can only refund the amount I paid for the plant, not the approximate $7.00 I was charged for shipping. I tell him that is ridiculous and I'll simply dispute the charge with my credit card.
On June 10th, 2010, josh22 changed the rating from negative to neutral and added the following:
After further investigation, apparently UPS was actually to blame. They delivered the plant to the wrong address. Although the delivery issue was UPS's fault, I did not give "positive" feedback given my experience with customer service. On Jun 10, 2010, Henry Field's Seed & Nursery responded with:
"On Jun 8, 2010 2:16 PM, Henry Field's Seed & Nursery responded with:
Thank you for taking the time to post. We appreciate your feedback to better serve our customers. A customer service representative will be contacting you for your account information."
On May 24, 2010, Chills Saint Clair Shores, MI (Zone 6b) wrote:
I think I've ordered from either this company or one of the affiliated ones in the past....For the life of me, I cannot recall what It was or when, but I was weary of ordering, even given the product and offer I found.
I hesitantly ordered a Carmine Jewel Cherry a little over 3 weeks ago. The plant arrived a little more than a week later. It was very well packed and a great specimen (a little larger than I had been expecting in fact). I was a little worried when I popped the plant from the pot and noticed how tightly packed the roots were in the pot, but I've planted it into a larger pot and sank the pot into my little encouragement nursery area. Its put on new growth already and seems to be doing quite well.
Given this single plant order, I would consider looking through the catalog in the future and hope that any future orders I place through Henry Fields are every bit as good as this one.
Well done Henry Field's.
On May 24, 2010, Henry Field's Seed & Nursery responded with:
"On May 25, 2010 8:11 AM, Henry Field's Seed & Nursery responded with:
Thank you for taking the time to post. We appreciate the feedback to better serve our customers. Happy Gardening!"
On May 24, 2010, SarahSunflower Murfreesboro, TN wrote:
Posted on March 12, 2010, updated May 24, 2010
I ordered 2 honeyberries and 2 goji berries. Though small, the plants arrived with good root systems. There was a change of order on my end (wanted to swap a huckleberry for a honeyberry) after a initial balk on their end, they did come through & change the order. That was very appreciated. Also they must be affliated with Gurney's, as I recieved my order of elderberry, potato seeds,& blueberry on same day & the boxes were the same. Also the blueberry was ordered as a add on through H.Fields but invoiced and recieved through Gurneys. Makes no real differance to me as the plant selection was good, price good, and most important the plants look good. But I do find it strange they have the same company under differant names. I will order from them again.
On May 24th, 2010, SarahSunflower added the following:
I placed another order: 2 purple aspargus, "jewel" & "anne" raspberries, and corn seed.
Both the raspberries have leafed out, which is Way better then the sticks I got from another co that is on the "top 30" list.
Don't know about the aspargus yet, it just arrived. But for the prices & selection I Highly recommend this co.
I mentioned that 1 Goji wasn't fairing well ~ they sent another one! Will defiantly order from againOn May 24, 2010, Henry Field's Seed & Nursery responded with:
"On Mar 19, 2010 11:22 AM, Henry Field's Seed & Nursery responded with:
Thank you for providing testimony on our plants. And, we do pride ourselves on our lifetime guarantee and our customer service "If you are not happy with any item you order from us, or any item does not grow and flourish to your complete satisfaction notify us anytime for a reship, replacement certificate or refund, whichever you prefer. Also, Gurney's is one of our sister companies Thank you and Happy Gardening!"
On May 18, 2010, plantgnome1 nowhere land, NY (Zone 6b) wrote:
Posted on May 13, 2010, updated May 18, 2010
They never answer any of their emails, the shipping date moves ahead every time I check the status- horrible.
On May 18th, 2010, plantgnome1 changed the rating from negative to neutral and added the following:
All of a sudden I have received answers to my emails! I had ordered silver lace vines from them, which are growing nicely and am awaiting my winter hardy Glads. and a french tarragon plant (backordered) . hopefully all items will arrive in good condition. will report back.On May 18, 2010, Henry Field's Seed & Nursery responded with:
"On May 17, 2010 3:46 PM, Henry Field's Seed & Nursery responded with:
Thank you for your feedback. We appreciate you taking the time to post. The feedback we receive from our customers help us to correct problem areas and ensure better products and service. A customer service representative will be contacting you for your account infomation and check on your order for you."
On May 4, 2010, oona0 Wilkes-barre PA United States wrote:
Honestly I'm having a hard time choosing Positive or Negative on this company so here I am Neutral. I have just as many good things to say about this company as well as bad.
They are a 24 hour customer service line.
They stand by their satisfaction policy.
They use UPS shipping and give tracking numbers.
They send you an email letting you know when your item was shipped.
75% of most bulbs and bare root plants they send you do grow.
Yes I will still do business with them again.
Don't buy trees from this company without knowing the following:
1. If you think your going to get a nice thick healthy tall tree. Your in for a rude awaking. Buy your trees where you can see them in person.
2. Most plants they send are bare root. That means they send you a tree that is sleeping. It arrives as a twig/stick with NO dirt. This can be quite alarming if you never ordered before.
3. Their shipping / quality assurance department, You would think they have the visually impaired working for these departments. The quality of the trees are very poor. And often arrives broken, dis-formed, shorter then advertised or dead.
4. They do stand by there satisfaction policy however it takes awhile for the item to be reshipped.
5. I had my order reshipped quite often from this company and it's partner company's 4 to 5 times. The percentage rating I give is 3 out of 10 or a 30% chance of getting a tree that will be satisfactory at best.
Check your time zone if you want a clear, knowledgeable speaking person on the phone. They out source there calls.
All the positives are good enough for me. Buying tree's are a nightmare. There customer service can be a little more knowledgeable but over all there policy and hours make up for it.
On May 4, 2010, Henry Field's Seed & Nursery responded with:
"On May 4, 2010 1:41 PM, Henry Field's Seed & Nursery responded with:
Thank you for your feedback. We appreciate you taking the time to post. The feedback we receive from our customers help us to correct problem areas and ensure better products and service. Happy Gardening!
On May 3, 2010, sunflowerterry Levittown, PA wrote:
Wish I had found this site before I placed an order. Then again, the only reason I did a search was because I have a problem.
I placed an order for a strawberry pyramid on 4/24. Payment was processed on 4/26. I know it's only been a week, but my order hasn't shipped and I can't find any information as to when it will ship.
When I log in, the estimated delivery date just gets pushed further back. I sent an email to them, but haven't received a response yet. I was within the shipping time frame for my zone when I placed the order, but the site gives no specifics as to how soon they ship after your order is placed. My mistake for not having all the information before placing the order.
After reading some of the negative posts here I wish I had ignored the better price and placed the order with the other company with which I am familiar.
Live and learn, sigh.
On May 3, 2010, Henry Field's Seed & Nursery responded with:
"On May 4, 2010 1:56 PM, Henry Field's Seed & Nursery responded with:
Thank you for your inquiry. Please accept our sincere apology for any inconvenience we may have caused. A customer service representative will be contacing you for your account information."
On Apr 27, 2010, klinchkat Valdosta, GA (Zone 8b) wrote:
I kept an open mind about this company and remained optimistic. I placed my order for seeds and 3 types of tomato plants back in ON TIME. I got my seeds - great! A couple of months passed, shipping time for tomatoes got here - nothing. I called and emailed and they shipped out ONE of the types of tomatoes I ordered. They were packaged VERY WELL and they were very nice plants. The other two types were "estimated" to arrive a couple of weeks later - okay, fine. I keep checking on the order and the dates keep getting pushed back. This first batch of tomatoes should have been in the ground weeks ago in my zone. The customer service by phone is completely useless. I really hate to say that I will never order from this company again.
On Apr 27, 2010, Henry Field's Seed & Nursery responded with:
I must say I am surprised by all the negative comments. I have used Henry Fields for awhile. I have also on occassion used other non-Henry Fields affiliates. The customer service just doesn't compare. My seeds are always on time. My live plants are always on time and usually healthy. If something happens, they replace the item no questions asked.
This year I recieved a surprise order of Brandywine Tomatoes. When I called they explained they were replacements for the 4 that didn't make it last year. They sent six new brandywines to replace four when they had already sent six early girls to replace two that were damaged in shipping on that order.
They also replaced trees for me this year. They are always friendly. Once in a great while you get a representative that may not know an answer, but will find out. I have always been able to get information that I have requested.
My seeds are always excellent, I can honestly say I have never had germination issues, or stunted growth from my seeds. All I can really say is "Thank you, Henry Fields for allowing me to enjoy gardening"
I am so pleased with them that I pretty much buy exclusively from them now. Only on rare occasion do I go somewhere else for mail order because when I do, I just don't get the same service.
On Apr 24, 2010, Henry Field's Seed & Nursery responded with:
Posted on March 17, 2009, updated April 13, 2010
I have been a customer of Henry Field's for several years, with generally okay to good results. I am concerned because I placed an order a month ago and have yet to receive all of the seeds I ordered. I am very disappointed. In the current, competitive climate, I would expect firms to be quick to provide their customers with service.
On March 21st, 2009, lilygrandma added the following:
I have heard from Henry Field's customer service representative, and notified via email that the backordered seeds have now been sent. I a hopeful they will be here soon. On March 25th, 2009, lilygrandma added the following:
Final seeds have arrived; order is now complete. Of course, the rains have set in!
It would be very helpful if ALL seed companies let their customers know immediately if they have the ordered seeds in stock. There is at least one company that does that. That way, valuable time is not lost and the customer can try another source (of course, that would be a negative for the original company).On April 13th, 2010, lilygrandma added the following:
Ordered a week ago and received the seeds today--good. HOWEVER, this time will be the last. I ordered 5 kinds of seeds,including corn seed. The corn seed must be out. Less than 3 ounces of seed in a thin package with no protection for 6.95. Will update when the seeds arrive, but this company needs a way to inform folks when they are out of certain seeds.
Folks cannot afford to pay a 70% premium for postage and handling.On Apr 13, 2010, Henry Field's Seed & Nursery responded with:
Thank you for your feedback. We do our best to send postcards to our customers informing them of out of stock items. We apologize for any inconvenience this has caused. A customer service representative will be contacting you about your order and the items that were not available."
I've purchased from Henry Field's, Spring Hill, Breck's, Michigan Bulb and Gurney's several times. Sometimes the plants do not look good when they arrive, or for some unkown reasons plants just don't grow. When that happen, I just have to drop them an email asking for a replacement. No question asked. It's that easy. Last time I got three Hybrid Lily Tree instead of three Japanese Iris I ordered. Don't worry, I got to keep those three Hybrid Lily Tree for free and they sent out the right order to me right away.
Some other online nursery I've purchased from even asked for an original shipping label to be send back by regular US mail in order to excercise their one year warranty. I have not used regular US mail for a long time that I have to check the current postage for 1st class mail.
Henry Field's lifetime guarantee really gives me peace of mind. In fact I just got my replacement daylily from one of their affiliated company Spring Hill today. What a nice policy. I will give them two thumbs up for this. Keep up the good work.
On Apr 5, 2010, Henry Field's Seed & Nursery responded with:
On Apr 3, 2010, msorganicfarm Woodstock, IL wrote:
Gonna try to make this report short although, the terrible ordeal felt long.
I simply waited to long to order Flying Saucer seeds this year and was forced to order from Henry Fields.
Firstly, the email responses from there are sporatic AT BEST and don't contain answers to questions or they are the wrong ones.
They DONT HAVE A 1 800 # SO WHEN you call and are on hold and on hold, guess what, when someone does finally answer it will take them a very long time to answer your questions. I order in the 3rd week of March and was told(after 4 calls and numerous emails) that I should rec. my order in mid April. Hello? Okay, so I asked if they were on B.O., they would never answer that question and kept saying "mid April", FINAlly after tons of emails , one guys tells me he will expedite the order. You are left feeling unsure if they are sure about their own operation. I did finally get the seeds. 4 days after receiving the seeds I get a return email stating that they will be coming shortly, ha ha, hello? what's going on over there. I prefer to order from pple who I don't have to check on l0 times and worry and wonder about it. What a shame. Order from Johnny Seeds or anyone else.
On Apr 3, 2010, Henry Field's Seed & Nursery responded with:
I paced an order for several trees from this company
On there WEB site it clearly, specifically, and unambigiously
said "For each one you buy, you get one free" OR "For each one you buy, you get one " - clearly some typing correction needed on the WEBsite for the second one
To be Sure I Was NOT mistaken I took a PICTURE of the WEBsite showing this offer, which I would attach below if I could post a PIC here
I wrote the company FIVE(5) different times requesting that
they make good on on their offer over 3 weeks
I have YET to receive the Free Trees they offered or an explanation
I have shown the PIC from the WEB site to 3 different people and without telling them my problem - all of the saw it the same way - Buy 1 get free
Seems clear and unambigious - I ordered trees and DID NOT get the free offered trees
Yep - a pretty damn Negative experience
On Apr 1, 2010, Henry Field's Seed & Nursery responded with:
We apologize for the confusion concerning our offers on our trees. Our web site states "For each offer ordered, get 1 tree." As many of our items are packed 2 or 3 per offer, this means that this offer is for 1 tree."
On Mar 30, 2010, cramsey1 Salt Lake City, UT (Zone 6b) wrote:
I have never ordered from Henry Field’s Seed and Nursery before, but they were one of only a few on line nurseries that had a verity of black berry I was looking for. I found that they had the Lock Ness Blackberry and I wanted that type. I ordered 2 plants from them. They were a little pricy but I figured I would try them out. They are affiliated with Gurney’s and I have bought from them before. I like their guarantee. I ordered the plants in January and asked that they be send at the appropriate planting time for my area. I received an email notifying me that they were shipped and when to expect them. The arrived at the appropriate at time and were packaged very well, but one of the plants had been waterlogged and the roots were rotting and the leaves were brown and slimy. I called them immediately and told them about it. They offered to replace it at that time, but I told them I would try and revive it. After 2 weeks it was rally dead so I called them back. I spoke to someone from the United States who was very professional, courteous and responsive to me concerns. She stated that they would replace it immediately and I would receive my plant within a week. I thanked her and ended the call. Within an hour of that call I have a email confirmation of my replacement and the approximate date that I could expect the delivery. I know that Henry Field’s Seed and Nursery are a little more expensive them some on line nurseries, but I really appreciate the no hassle life time guarantee that they offer. It is worth it to me to know that if something ever goes wrong they will give me credit, replace or refund my purchase. When I pay the extra it is for the peace of mind.
On Mar 30, 2010, Henry Field's Seed & Nursery responded with:
"On Mar 31, 2010 2:29 PM, Henry Field's Seed & Nursery responded with:
Thank you for your testimony about our service and products. We appreciate your feedback."
I ordered a couple Carmine Jewel cherry bushes from Henry Fields in 2009. They arrived alive but severely etiolated. Both plants were no more than twigs and were about 6 inches tall. The poor plants looked like they had been kept in a box in a warm warehouse for at least 4 weeks prior to shipment. The new growth was WHITE and about 3 inches long. One bush died within 2 weeks of being repotted and the other did okay after being hardened off. They sent a replacement for the dead bush. The replacement was in better shape but was even smaller than the first one.
I ordered 2 each of Carmine Jewel and 5 other varieties of University of Saskatchewan Romance series bush cherries from a nursery in Canada. The difference in size and quality was amazing. The Canadian nursery sent MUCH larger and healthier plants. They were at least 12 inches tall if not taller and were branched unlike the ones from Henry Fields. They also had much larger root systems. They were also HALF the price of the ones from Henry Fields.
Henry Fields needs to spend more time on growing quality plants that are worth the price they charge. I will no longer be one of their customers. I will spend my money at nurseries who have quality plants and much better customer service from now on.
On Mar 27, 2010, Henry Field's Seed & Nursery responded with:
"On Mar 31, 2010 2:22 PM, Henry Field's Seed & Nursery responded with:
Thank you for your inquiry. Please accept our sincere apology for any inconvenience we may have caused. We will be contacting you for your account information. We offer 100% customer service satisfaction and with our lifetime guarantee will replace, refund or issue a replacement certificate at any time. "
The web site was inoperable and did not give me a response to an on-line order. I got no email confirmation nor response to my first email..I called the "customer service" for HF and got an Indian speaking "consultant" on the line that REFUSED to cancel the order....she did inform me that I had reached HF's Indian Office and she had full authority to help me in any way possible, but apparently cancelling was not in her job description!...this was said through a very heavy accent and with great difficulty on her part to speak and my part to understand. I went back to the HF site to identify a US office, email address, or 800 number that would lead me to someone other than the Indian office and could fine NONE.
So I sent an email to HF cancelling the package and expressing my disgust with a 100 year old American company exporting services and depriving Americans of jobs!...the response was that the original 'messed up' order had been shipped...I responded that I would never do business with this company again...
I won't trade with such an irresponsible and anti-American company...and heartily recommend that no DGer does either!
On Mar 18, 2010, Henry Field's Seed & Nursery responded with:
"On Mar 19, 2010 11:41 AM, Henry Field's Seed & Nursery responded with:
We apologize for the trouble you had with our website and your order. A customer service representative will be contacting you to take care of the problem. We do have an overflow call center in India to help with our call volume during our peak times as well as making sure we can answer all of our customers 24 hours a day.
On Mar 19, 2010 11:53 AM, Henry Field's Seed & Nursery added:
As soon as the appropriate information is received, we will be happy to refund the order for the customer for customer satisfaction .
On Mar 4, 2010, LValadez Fort Worth, TX (Zone 8a) wrote:
I ordered 3 orange phlox bare root form them they shipped as stated in my invoice and plants arrived on time and in good condition with visible live growth. I was afraid to order anymore and missed out on the $25.00 dollars off an order of 50.00 due to the bad feedback on them. I hope they are focusing on the customer feedback and trying to improve their serves. I will order from them again. I was very happy with my order. I have learned customer feedback is very important and have learned from others peoples past bad experience that have also been mine with other companies.
On Mar 4, 2010, Henry Field's Seed & Nursery responded with:
"On Mar 9, 2010 2:09 PM, Henry Field's Seed & Nursery responded with:
Customer satisfaction is very important to us. Thank you for sharing your experience. We look forward to serving you in the future. Happy gardening!"
This is the first time I have ordered from this company. I was seaching specifically for pole lima bean seed. I ordered some lima seed plus several packets of lettuce seed. I received an online acknowledgment of the order, plus an email notice that the order had been sent.
The seed arrived a few days later. The order was handled in an timely and efficient manner.
On Feb 24, 2010, Henry Field's Seed & Nursery responded with:
"On Feb 26, 2010 11:30 AM, Henry Field's Seed & Nursery responded with:
Thank you for your very kind words, and for taking the time to post them - it is greatly appreciated. Customer satisfaction is very important to us. We look forward to serving you in the future. Happy gardening!"
A Taste of Things to come-
After placing many large seed orders over many years, it has come to my attention that Henryfield's Seed&Nursery Supply has started a policy of sending out contaminated seed stock. What I am aware of at this point is certain seed stock such as Corn, an American staple now comes with a warning labels that state-
TREATED WITH "CAPTAN 400, THIRAM, DIVIDEND EXREME, APRON XL, and POLYMER SEPIRET"
DO NOT USE FOR FOOD, FEED, or OIL PURPOSES.
KEEP OUT OF REACH OF CHILDREN.
This label was attached to-
"corn sweet that's delicious! hybred pk"
What is wrong with a company that sends out seed stock to mostly home gardeners, that is being used to grow food for family's, friend's and even the possible sale at farmer's markets. These seed stocks are treated with chemicals that would need a permit for disposal from the
If the people at Henry field's (Terri Barnard-Buyer) can't continue to provide a good quality seed, like they have in years past, maybe it's time to call it a day-
Henryfield's is now part of a organization that is trying to take control of the seed, nursery markets here in the US. Henryfields is now owned by "Gardens Alive" which also owns-
"The Garden Store"
"Flower of the Month"
To post your comments about this chemical policy, one can try and contact the following people who now operate these once fine companies-
1-Matt Wrhel, Vice President
2-Rajiv Kaushik, Developer
3-Jason Audet, Market Manager
4-Terri Barnard, Buyer
5-Nelson Schroth Sr analyst
These are the people directly responsible for buying these contaminated lots of seed stock and putting and keeping them in the consumer market place.
If you have purchased any seed stock that has been treated with anything that is not exceptable, call custimer service, voice a complain, and demand a refund of your hard earned cash. The people at these once fine seed outlets are trained to give responces that will placate the customer and they will tell you that all is well and the US Government says these chemicals are all within government standards and specs.This is a line of total crap- You and your family's will be eating these products, Think about it!
On Feb 17, 2010, Henry Field's Seed & Nursery responded with:
"On Mar 5, 2010 1:56 PM, Henry Field's Seed & Nursery responded with:
At Henry Field’s we stand by our products and our production procedures. We 100% guarantee the quality of these treated seeds – as we do all our products.
Not only do we stand by this treatment, but we promote it. We clearly advertise this treated seed in our catalogs because we feel it is such a benefit to our customers.
Our treated seed produces safe and healthy produce. The treatment is a hard coating added to the outside of the seed to promote germination and protect the seed against fungus, bad weather, and other adverse conditions.
The warning label referred to in this post applies only to the coating of the seed in the packet, not to the produce that it yields. Families can eat produce from these seeds with no worries.
Our treated seed is a benefit that we began offering to our customers in 2009. We started with corn seed; after its success, we extended it to other lines of vegetable seeds for 2010.
Treated seed has many benefits to the home gardener. The seed has a hard coating to enhance germination and plant vigor, as well as to protect the seed from soil-borne diseases. Treatment allows earlier seed planting – you do not have to worry about seed rotting if the weather becomes unusually wet or cold. Coated seed will flow more smoothly through a planter if you are planting larger areas.
I've ordered from them lots of times and will order again. Sure they do run out of trees sometimes but then I figure that means I have ordered an item that is very popular! I have excellent taste! :) I can understand running out of an item.
The plants and trees I have recieved all been healthy when I got them and the ones that did die were replaced very fast. I can't complain! Overall I give them a huge thumbs up! Even the red rose I ordered that bloomed lavender was replaced! In fact I'm waiting for my two peach trees and some other items to be delivered anytime! I know they will arrive and that they will be nice looking and ready to go in the ground and make our place look wonderful! And next year I'll try again for my oak trees they ran out of! I know they will be worth the wait.
On Sep 21, 2009, Henry Field's Seed & Nursery responded with:
Thank you so much for your very kind words, and for taking the time to post them - it is greatly appreciated. Customer satisfaction is very important to us. We look forward to serving you in the future. Happy gardening!"
On Jun 3, 2009, orchardfarmer Cornwall Bridge, CT wrote:
I ordered an apple tree in March and received an email confirming the order. I prepared a hole to plant it and waited eagerly. When it had not arrived by the end of May, I went on their website and found they had run out of stock and canceled my order. No notification, so I'd still be waiting if I hadn't checked. Pretty late now to order elsewhere. Very disappointing.
On Jun 3, 2009, Henry Field's Seed & Nursery responded with:
"On Jun 12, 2009 10:24 AM, Henry Field's Seed & Nursery responded with:
Thank you for your inquiry. Please accept our sincere apology for any inconvenience we may have caused. Our Customer Service Team is checking into the issue you had with your order and will do our best to rectify the problem in a timely manner. We will be contacting you directly with a resolution"
I requested a catalog from Henry Field's. They ran out and sent me a coupon for $25 off of an order of $50 or more.
So, I placed an order for over $50 worth of items and used the coupon.
I received my order 2 weeks later and one of the items was not available. They said that the entire crop was wiped out in their fields this year. So, why was it online still? Then, they substituted another items that wasn't even similar to what I originally ordered. Worse yet, the substitution cost less than what I ordered. So, now the order didn't even come close to $50 and they would not allow the coupon to be used.
My bank account has been charged a few times as well for one order that shipped in one shipment. Today, there is an additional charge of $1.25. Why?
This company is not to be trusted and will NEVER get my business again!
I have now had to contact customer service twice to find out were my order is. They have changed the charge to my bank account 6 time for one order, that was broken up into 3 shipments. The man I spoke to today should not be a customer service rep & when I pointed out that the way he was speaking to me was not appropiate, he became extremely rude.
Today is May 26th, part of my order was shipped May 15th. He would not assist me in tracking down the order, just told me to call UPS, the number he spit out was 1-800-UPS! I told him "It can't be" & he snapped at me.
I have called UPS & they haven't received the plants to ship! I hate the thought of calling Henry Fields back AGAIN!
I suggest all who have problems to only speak to a supervisor. I will NEVER order from them again!
I placed an order on 3/20/09 that consisted of seeds and plants. I expected the seeds to ship immediately and the plants to ship in late April (I'm in zone 6).
In mid-April I checked the website and it said delivery dates of between 4/20/09 - 5/4/09. At that point I figured they were saving on shipping and sending everything out in one shipment to arrive after the last frost date.
As of the end of April, we had not received anything from our order. When my husband called to check we were told that they had a computer glitch right at the time we placed our order and "lost" a lot of them. We were told that a few plants (blackberries, raspberries) had shipped and the rest would ship out immediately.
I went on the website to check my order today (5/3/09) and only one additional plant has shipped. The rest have delivery dates out as far as 6/20/09. I'm not waiting until the end of June to put my pepper plants out.
I called customer service today and they were spectacularly unhelpful. No offer to expedite shipping or refund part of my money because of their mistake. No explanation on why the estimated delivery dates keep changing. I ended up cancelling the unshipped part of my order.
On Apr 25, 2009, lilaclily Lombard, IL (Zone 5a) wrote:
I started out very apprehensive about ordering from them, based on all the negative reviews here. But I really wanted a Carmine Jewel bush cherry and they had a 50% off coupon as well. I crossed my fingers and took a chance. This was back in February.
I ordered the bush cherry mentioned, june-bearing strawberries that were buy 25, get 25 free, and raspberries that were buy 3, get 3 free. I got a confirmation email immediately, including the link/info on how to check order status whenever I wanted.
Early this month, I received a shipping confirmation email for the bush cherry and strawberries. I was able to link to tracking the shipped package but I didn't really need to, the package arrived 2 days after the email did.
The bush cherry was small. I mean, small. I would have probably been upset had I paid the full $29.95 for it. It was really healthy though. I planted it 2 weeks ago and it's shot up almost 12 inches. No fooling.
The strawberries came through a brief snowfall and plodding dogs and are growing well.
The raspberries came about a week after the first package did. Again I received a shipping confirmation email and again while able to track it, the package arrived in 2 days.
Three of the raspberries were large and had broken dormancy. The other three were about half the size but what can you say about something free? I planted them all.
Today I noticed that 2 of the 3 smaller ones had no signs of life whatsoever. I called Henry Field's and got through to someone right away. She was very friendly, advised me that the type of raspberry I ordered was no longer in stock, and could she replace them with another popular variety. We chatted briefly and that was that. Again I received a confirmation email (showing $0.00 for the replacement 3) with an estimated ship time of 5/04.
I'm really trying to find a reason to be unhappy with my experience, but honestly, there wasn't one. I'm very pleased from start to finish.
After reading the other posts and a little rersearch, I have decided not to buy from this company; mainly because it is part of a major marketer using this name and many others like Gurney, Michigan Bulb, Spring Hill, etc. All are part of the "Scarlet Tanager" company and will offer the same product at different prices with different sales gimicks. Con job! You are actually dealing with one company trying to act as several companies and this tends to lead to a lack of quality and service although they do make an effort to resolve problems. I am looking for quality product and service and this company shows almost a 50% negative rating from it's customers. Not for me.
never sent confirmation of order as promised. within 24 hours has turned into 10 days. delivery date was today mar 24 and order was never processed nor shipped. sent emails didn't get a single response. Never had problems in the past until this year. This is where we part ways.
On March 24th, 2009, ralph5656 added the following:
just noticed since I didn't get anything on the first delivery date they have set a NEW delivery date. If they send me any thing, I'm sending it back pronto!
I ordered almost all of my seeds this year from Henry Fields.
My seeds arrived within a couple of weeks, and everything was in my order. I will have to wait to see how they germinate, I already have the tomato and pepper seeds planted. Great service and I will order from them again. I have purchased from them in the past and never had any problems.
It’s January and I phoned Henry Field’s order phone number to place an order for some of the Carmine Jewel cherries. (St Lawrence Nurseries is apparently out of them this year or I would have purchased from them.) An apathetic young man answered the orders line, and I inquired if the Carmine Jewel cherries were in stock. He replied in a very insolent manner that, yeah, they were in stock but you can’t plant them NOW! IT’S STILL WINTER! Well, thanks for pointing out the obvious. As a gardener, I hadn’t noticed. Does this company really think that, particularly in today’s economy, we’re going to send them our hard-earned money when they treat us this brusquely and speak to us like we’re dim-witted?
On Jan 7, 2009, susandonb1141 Triad(for a few more months), NC (Zone 7a) wrote:
Last year I ordered seeds and 3 year old asparagus crowns from Henry Field's, even though I lost 5 of my gus crowns the rest did great and produced gus a few months after I planted them. I was not able to call the company about the 5 crowns that did not come up due to spinal surgery and being laid up for 8 months. This year I just ordered seeds from HF and received them quickly. I plan on ordering 200 sweet potato slips in the next few weeks from HF and have always been happy with their products. I have already sown spinach, brocc and lettuces from the seeds I just ordered a couple weeks ago, and they all germinated with in 5 days, wonderful!
I placed an large (at least for me) on-line vegetable seed order earlier this year with Henry Field’s.
When I planted the tomato, pepper and eggplant seeds in flats, they were extremely slow to germinate and the eggplants refused to germinate at all. The seeds I planted directly in my garden were slow to germinate or failed to germinate as well. I did contact Henry Field’s Customer Service and explained the problem and they did replace part of my seed order.
Needless to say, I am extremely disappointed with the seeds from Henry Field’s. Additionally, the seeds were packaged in foreign countries, I.e., Thailand, etc.
I’ve been gardening for nearly 50 years so I think I know what I’m doing when it comes to gardening. This is the first and only time I. have purchased seeds that failed to germinate. Incidentally, the seeds I planted directly in my garden are also very stunted. At this time of year, they should be growing rapidly but they are little runts of a plant..
I will never order seeds from Henry Field’s again as the quality of their seeds are very poor.
On Jun 22, 2008, Henry Field's Seed & Nursery responded with:
On Jul 31, 2008 3:36 PM, Henry Field's Seed & Nursery added:
D-mailed Customer on June 25 asking for information so I could locate their account and try to come up with a possible resolution to satisfy the Customer. As of July 31, no response has been received."