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Comments regarding Direct Gardening

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  Feedback History and Summary  
153 positives
47 neutrals
399 negatives

Comments:

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RatingAuthorContent
Negative NancyGroutsis
(2 reviews)
On Sep 18, 2013, NancyGroutsis Hopkinton, MA (Zone 5b) wrote:

I have ordered from DirectGardening three times and have had success with some plants, but in general the plants are smaller and more sickly than plants I have gotten at other online stores. However, since the prices are so low I found that my total purchase was worth what I paid so that's why I ordered a second time. One time I ordered many asters and they arrived as tiny twigs covered with white mold (no leaves or any green), but I'm not the type to complain a lot so I didn't report that or ask for a refund. My items usually arrive quickly and so when I ordered a third time during the summer I expected my order to arrive within a few weeks.

Right after I ordered my purchase I called to confirm when my items were arriving and was told processing is slower in the summer but most items ordered in the summer arrive in summer. When I called later they said that nothing has shipped, they don't know if any of my items will be available, and they don't know when they will arrive but I will probably have to wait a few months. Since I live in a cold climate I had to plant soon so I canceled my order. They responded that my items will ship in a few days but after waiting about five days I called and they said the items never shipped so I wasn't told the truth.

I didn't want to do business with this company anymore because of the dead plants they gave me and the numerous falsehoods and the nasty tone of voice some of the representatives had, so I canceled my order. I had to keep calling and emailing to get a confirmation of my cancellation because they kept stonewalling me, but finally they said I would get a refund in 1-2 weeks. Over a week later I received some of the items and I called to make sure I was getting the refund, but I was told they won't honor my cancellation because they sent me the package, so I told them they confirmed that my package hadn't been sent at the time I placed my order. The manager said that the package was mailed to me two days after I cancelled my order and when I asked him why they shipped my package when I told them I didn't want it he didn't apologize but told me that I had to ship the items back if I wanted my money back.

I don't trust them to give me my money back so I will keep this last shipment that I paid over $80 for. The conifer trees were individual twigs with some green leaves, and there were some sad-looking plants. I will do the best with what I have. However, I won't be shopping at DirectGardening any more.


On Sep 18, 2013, Direct Gardening responded with:

"On Sep 19, 2013 8:20 AM, Direct Gardening responded with:

We are sorry to hear of this customerís experience as we do take pride in our customer care. We do have both a refund and a replacement guarantee which is clearly posted on our website and we stand behind them.

A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem

"


Positive greenegg21
(1 review)
On Sep 14, 2013, greenegg21 Marion, IN wrote:

Posted on June 13, 2013, updated September 15, 2013
I love the bareroot trees Iordered. Yes they look like a bunch of dead stick with roots when they arrive, but I removed them immediatly from the bag and spritzed the roots and wrapped the roots back up in plastic. Then soaked for about 4 hrs in water before I planted. They are already waking up and its only been a week. The ground cover appered DOA (but planted just to make sure)but Ill just wait till next spring to make sure everything makes it before asking for a replacement. I will be ordering more trees next year. You can't beat the quality and size for the price!


On September 14th, 2013, greenegg21 added the following:

Placed my second order with this company(I didnt want to wait till next year) and Im satisfied with the trees I received. One of my crimson king maples already have leaves, I didnt expect anything in this order to wake up till next spring.

The poplar trees I ordered are thriving.

As for my first order the walk on me did not survive, the 2 redbuds did nothing and one of the mock orange didnt make it. About a 85% survival rate for the entire 1st order. I rate that pretty good and I will just do as the replacement policy states to save the shipping label and mail it back with a letter of request for said items.

But to boast about my lovely Rose of Sharon tree...it has been blooming the last 5 weeks and everyone compliments me on it!

I dont understand why there are so many negatives here. These are so simple to plant and success rates cant be perfect. I usually order from Stark bros but they dont have the selection and are over priced compared to Direct Gardening. I will repost next spring on the success of my 2nd order and any replacements!
Negative sleeping
(3 reviews)
On Sep 10, 2013, sleeping Omaha, NE wrote:

I recently ordered about 30 raspberry plants and 4 blackberry plants from Direct Gardening and to my surprise they arrived on September 7th all thrown into the bag with nothing to keep the roots moist. Normally this wouldn't be a problem if they were shipped at the right time of year. September in Nebraska can be very hot and sure enough its been 90+ everyday for the last couple of weeks so much for the company watching the weather to ship at the right time. Out of the hundreds of raspberries I've order from many different companies these are by far the worst looking. They are a dry as can be no sign of green even when you scrap the bark and I trimmed some just looking for a sign they are going to live. To me they look like left overs from the fall 2012 harvest. So i figured I would go ahead and plant them anyway following the guidance of the company that bare root plants can be plant anytime of the year and I do believe that I can plant a dead stick anytime of the year however probably will not grow. One the same night that I order from direct gardening I also ordered from another company and got a polite email asking when I would like them delivered fall 2013 or spring 2014 the normal times of of the year to get plants to grow. I joined this site just to write this review and I plan on updating often as I will wait until spring and send back the shipping label as it states to get a replacement as I've already set aside this is one I'm not going to forget to get a replacement. One a side not the blackberries look very healthy to me.


On Sep 10, 2013, Direct Gardening responded with:

"On Sep 16, 2013 2:48 PM, Direct Gardening responded with:

A customer care representative has contact this customer for further information. We do have a 1 year replacement guarantee on all of our plants and do hope that the customer takes advantage of this guarantee."


Negative rastgurlz1
(4 reviews)
On Aug 31, 2013, rastgurlz1 Cohoes, NY wrote:

Posted on August 30, 2013, updated August 31, 2013
Posted on August 24, 2013, updated August 30, 2013
Posted on August 14, 2013, updated August 24, 2013
Posted on August 7, 2013, updated August 14, 2013
Posted on August 2, 2013, updated August 7, 2013
Posted on July 31, 2013, updated August 2, 2013
Posted on July 28, 2013, updated July 31, 2013
Posted on July 26, 2013, updated July 28, 2013
Posted on July 25, 2013, updated July 26, 2013
I ordered 80 hybrid willows and a ton of plants. They arrived on June 10th crushed. Out of almost 100 items two things lived. I sent them all back with the shipping label. I called to let them know and the woman talked me into using the credit towards my thujas I wanted to order. This was back in the middle of june. To make a terrible story short I called everyday after they received my package to see when the new trees would ship. I even had tracking on the package. NO ONE KNEW ANYTHING. It took 3 full weeks for them to even see that I had returned anything. AND the entire time every single person I spoke to had no Idea what was going on. They said they were a call center and had no clue about the actual company. I called every single day. Today ( A FULL MONTH LATER) a woman told me that now my trees will not ship until October. WHAT??? I have been getting the run around for a full month. This is the worst company in the world. I mean that. I found out today that the call center also answers phones for 48 different companies and has no idea about anything to do with direct gardening. They have a catalog in front of them and they can see what is in there to help with orders. Then they literally go on the website ( the same website you do when you order) and they place the order for you. They have no one to call to ask any questions at all. NO ONE. The woman said in her 10 years working at that call center she had never saw nor spoke to anyone in direct gardening or the House of Wesley. That all complaints get HAND WROTE AND MAILED to the office. That is why it takes months and months. I almost died. I am being honest here this is by far the worst company i have ever dealt with. I asked for a refund today. The woman said she would hand write a request and I should call back in two or three weeks to see if they processed it. This will be over 8 weeks at this point. The customer service with this company is shameful. And if anyone on here says anything positive they are crazy. Unless you place an order and you are the 1 in 100 who gets good plants at the time they state. I looked at the Better business bureau and it is SO BAD. I wish I had read it first. 100s of people with the same issue as me. Dead plants, crushed plants, waiting for months and months, no one knowing what the heck is going on. This company has cheap prices for a reason. THEY ARE NOT WORTH A PENNY. They are overpriced if you ask me. You have a 20% chance that your plants will grow. (from what I have read on tons of websites and the bbb) That is my opinion. But it is based on weeks of investigation into this company. I currently have a case with the BBB. To help me get my money back. Do not order from this company by any means.


On July 26th, 2013, rastgurlz1 added the following:

I called today and was transfered to Ruthie, a supervisor. I was told by her that she would personally call me when my trees ship which WILL be next week. Ok I am NOT holding my breath. I will believe it when I see it. I now have to pray these all live. I will be very happy if they get them out to me and they all live. If one dies it is going to throw off my entire project. However lets be real. Crossed fingers. These trees are NOT cheap. Even for direct gardening. They are over $6 a tree. I ordered 40. So I really do expect good quality. I did not pay a dollar or two a tree. I was going to cancel and go through arbor day for cheaper, but lets see what happens. I will update when I get them (finally) and let you all know if they grow ect.
On July 28th, 2013, rastgurlz1 added the following:

I still have not heard anything about my trees shipping. She said next week, which starts tomorrow. So I will let you know what happens. I started getting the soil ready, again, which is no small project considering it is a 200 foot hedge. My entire side yard. So fingers crossed they will be here soon.
On July 31st, 2013, rastgurlz1 added the following:

I have not received any phone call or email or anything from Direct Gardening. The BBB case that I have open they have not responded to. They have until tomorrow August 1st to respond. If they mailed me a response then I guess I will get it in a few days. But this has been going on since June 24th. I called them today and as of today the order has still not shipped and it is still incorrect in their system. 6 weeks with no phone call no email nothing. The HUGE issue with this company is communication. Everything must be hand wrote. So for example if you call and cancel your order the person at the call center has to print the order and write up a cancellation. NOW that takes 2 weeks to process. If within those two weeks your order ships guess what, now you are paying a non refundable shipping and handling fee, PLUS you have to pay to ship back all the plants and now you have to wait weeks for your money. Or in my situation I have called a million times and every time a new person tells me they will "write it Up AGAIN" but that it takes 2 weeks for it to get into processing and then another two weeks once it is in there. I shipped back my shipping label and trees and it took almost three full weeks AFTER it was confirmed delivered to them to "get into their system" for processing. Now its been in there for three weeks. So once it arrived to them it took them 3 weeks to even put it in the system. NOW I had called everyday. Each day the operator said they had no idea if they had received the return. That it was not in the system and there is no one to call at any home office. This was told to me by at least 10 different "call center" people. Also learned that this call center answers phones for a ton of different companies. It is just an answering service. Like when you call your dr after hours. A bunch of people answering calls from companies that have no clue what they are doing. They can not call the owner or anyone. They just have to say, "call back in a few weeks and it should be in the system". They can not answer any real questions at all. If just one "real" person from this company had called me I would have been happy. Even if it was going to take a few weeks to get the delivery. If someone just called me and said "Hi we got your return and will be processing it. The ship date should be in a few weeks". THATS it. I would have been happy. Or if when I called someone knew what on earth was going on with my order. This is all lack of care for your customer and a terrible system. If your company cared about any of your customers you would not have this type of system. I encourage everyone to read the BBB site about this company. Sadly over half of the complaints are people like me. The same issues. The other half is dead plants. Which I will be honest since it is cheap and you have a replacement guarantee I can accept a few not making it and you sending them back out. I am ok with that. BUT when that happens you end up in this nightmare that I am in its not fair.
On August 2nd, 2013, rastgurlz1 added the following:

OK this is what happened and I know some of you are going to think it is a joke but I have the letters to prove it. I get a phone call and they tell me that they are giving me a refund but it is going to take several weeks. Within ONE hour they send a response to the BBB saying that they are CHARGING me $106 and sending the thujas at "the proper planting time". This is all within an hour. On top of that the dollar amount they said they were charging me was $50 higher than it should have been. So I call the BBB and I tell them that the letter they just received is the opposite of what they had JUST called and told me. To make a long painful story short I just got a letter from the company telling me that they are now doing a refund. So I call the company and they tell me that it may take several weeks before I see the funds. Ok so I am not holding my breath. So now here we are in August and I have no trees or products and they still have my money. AHHH. I am sick to death with this company. It gets better the letter they send the BBB said this we charge her card $106 and they will be shipped at proper planting time. THATS IT. Not an apology NOTHING. They letter looked like the BBB and I were bothering them. I literally said, "enclosed is a letter that we feel is self explanatory" WHAT? I could not believe it. They are the ones being bothered?? I did find out that their is a new owner. 3 years ago I guess the daughter took over the company. That is what the lady there told me. So she has had this company only 3 years and in that time the company has, in my opinion, went to crap. If you look all of these issues with this company has been in the past three years. Before that nothing. Anyway if you want to save money go to Arbor Day. They have great trees. I know it is tempting with Direct Gardening pricing, but trust me when I tell you it is not worth it. (In my opinion) Throw your money out your window. Its the same thing.
On August 7th, 2013, rastgurlz1 added the following:

I wish I could say I was kidding but Direct Gardening now charged my card $106. Then they sent me a letter that I am getting a refund of $135 and $106. My original order was $176. So they are keeping $40 for what?? Not to mention they charged me $106 for no reason at all. So now I am fighting for that money back and still waiting for a refund from the first charge and now the second.
On August 14th, 2013, rastgurlz1 added the following:

I have still not received the refund.
On August 24th, 2013, rastgurlz1 added the following:

It has been one of the longest ordeals of my life with this company. I sent an email today to see if someone would check into my refund. On august 2nd they said they were giving me a full refund. It is 3 full weeks later.
On August 30th, 2013, rastgurlz1 added the following:

credit has went through.
On August 31st, 2013, rastgurlz1 added the following:

In all fairness to this company they did indeed issue my refund in the beginning of august. It took Discover forever to actually show the credit. I would like to add that I am so upset with this company. I WANT TO ORDER FROM YOU. You have the cheapest prices anywhere. I spend thousands of dollars a year on trees ect. I love your selection. The hydranga bushes that were not crushed have grown beautifully. The main problem with your company is COMMUNICATION. No one knows anything. I went through such a nightmare. If you had a better system it would make such a difference.
On Aug 31, 2013, Direct Gardening responded with:

"On Jul 30, 2013 2:40 PM, Direct Gardening responded with:

We are sorry to hear of this customers experience. We do have a refund and replacement guarantee available. We have contacted this customer via D-mail to see how we may be of further assistance.


On Sep 3, 2013 3:37 PM, Direct Gardening added:

We received an order from this customer on 06-05-13 and the order was shipped on 06-10-13. We have no record of an order from mid-April. The customer had said she was charged for this order, but after repeated requests has not provided any further information or proof of purchase. The customer has spoken with numerous supervisors here at the nursery despite her statements to the contrary. After her initial replacement request was received, the customer changed her mind several times about what she wanted. In a 7-26-13 phone call, she requested additional items totaling $160 which was charged at her request. The current version of the replacement and additional items was ready to ship on 8-01-13, but we contacted her because we noticed that her postings differed from her phone call and indicated she wanted a refund. A refund was issued to the customer on 08-01-13 and a letter was sent to her 8-02-13 informing her of this fact.



"


Positive Cshewlett
(2 reviews)
On Aug 23, 2013, Cshewlett Deatsville, AL wrote:

Posted on August 3, 2013, updated August 23, 2013
Posted on July 30, 2013, updated August 3, 2013
This was not a good experience, simply because over half of my order died (there is a difference between 'dormant' and 'so dead it is crispy') and parts were not what I ordered.

100 Walk on me thyme - not one survived.
60 vinca minor - roughly 20 survived
3 Maria Stern roses - should be an orange bloom. They sent three pink double knockout roses that were listed as Maria Stern on the shipping label. Two of the three were gifts. Imagine my embarrassment when the intended gift was for Father's Day as part of a design to include his alma maters color bloomed pink instead. Sorry dad!

The shipping time was great and I'm sure if I tried to send it back they would have complied, but I took the time to select, order, pay for, and plant them. I'm not collecting it all and sending it back. Way too much of a hassle. Lesson learned.


On August 3rd, 2013, Cshewlett changed the rating from negative to positive and added the following:

Customer service did reach out to me regarding my order. I'm pretty impressed that they search out their reviews and proactively make efforts to make unsatisfied customers happy. I was informed that not only do I not have to return the dead plants but I also am not required to return anything sent to me in error.

The integrity alone is reason enough for me to change my rating from negative to positive. I look forward to my replacements and ordering from them for my fall bulbs!
On August 23rd, 2013, Cshewlett added the following:

Today I received my replacement plants :

Vinca and Thyme look MUCH healthier on this delivery. Bare roots look good too. Headed to dad's tomorrow to remove his pink rose bush and replace with orange! VERY happy.
On Aug 23, 2013, Direct Gardening responded with:

"On Aug 3, 2013 11:01 AM, Direct Gardening responded with:

A customer care representative has contact this customer for further information. We do have a 1 year replacement guarantee on all of our plants and do hope that the customer takes advantage of this guarantee as we DO NOT require the plants be returned when requesting replacement.
"


Negative prentbon
(1 review)
On Aug 13, 2013, prentbon Tacoma, WA (Zone 8a) wrote:

Last June, 2012, I ordered 2 red brugmansia. I kept one and gave another to a friend/avid gardener. The sticks we received were very small but very alive. We both grew and then babied and held over in the winter, these two sticks. Both survived the winter (I'm in the PNW) by putting them in a garage. We were elated! And then just 3 weeks ago they bloomed. We were waiting with anticipation having managed to keep the sticks alive. Mine was white and my friend's was yellow...not red. I took a picture of mine and sent it to Direct Gardening with the date purchased. The reply was that the one year guarantee might not be honored and I was to send them a picture and copy of the invoice. Not happy. I did send the picture and I did give them the date of purchase. I had assumed they kept customer records. Not worth any more extra effort on my part.
I was not sent what I ordered and there wasn't any way these sticks could have bloomed within the year long guarantee. Disappointed in product and lack of customer service.

Negative kasullivan
(1 review)
On Aug 13, 2013, kasullivan Virginia Beach, VA wrote:

Horrible, shameful customer service. They will not abide by their stated guarantee and refund our money or send us new plants depsite e-mails and calls. So, basically, we lost our money on this company.

We had ordered a hummingbird garden in June and the plants arrived fetid and dank, clearly having been delayed in shipment. But, we couldn't get a refund as it had been over 14 days due to the time the package was in the mail and not finding it's way to us.

We would have been fine w/new plants but they advised us to plant them and wait 6 weeks. Shocker, nothing grew. But still no new plants or refund and now it is August. They send the same deflecting messages over and over.

We went through every step that they required including mailing back the paperwork that came with the plants. But no refund. THEY DO NOT HONOR THEIR GUARANTEE. They clearly hope that you will lose patience and let your money go with the 6 week delay. Do not use this company!!!!!!!

Negative mmarone
(1 review)
On Jul 22, 2013, mmarone Heath, TX wrote:

Last year was the 3rd time we had ordered from Direct Gardening.

You think we would have learned from the previous orders, but we really wanted some English Walnut trees.(They lure you in with the cheap prices)

!st - instead of English Walnuts they sent sent Almond Trees. We planted and nothing! The were dead. The only plant that lived from the order was a rose bush.

Next we sent the label back and asked for a replacement for the dead Almond trees- we requested the Walnut trees we order.

After 6 weeks and no answer - I emailed the company when the replacements would be shipped. A bag arrives a few weeks later.

It arrived at the end of June in the Texas Heat - thrown in a bag, no moisture around the roots, a barely 1 foot stick that was dead on arrival. Who knows it may have been dead when they threw it in the bag.

The company stands behind nothing they sell.

If you want a quality products check out gurneys, or even ebay.

I have over an acre of plants and trees that I have planted over the last 4 years, and never had a problem like Direct Gardening plants.


On Jul 22, 2013, Direct Gardening responded with:

"On Jul 30, 2013 2:33 PM, Direct Gardening responded with:

A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem.

"


Negative jobrandon
(1 review)
On Jul 20, 2013, jobrandon Yadkinville, NC wrote:

I placed an order for over $300 as I have built a new house- well over 2 or 3 months ago. I have rcv'd 2 shipments and still have not got 1/3 of what was ordered. A couple of the items have done very well so far but some did come broken and I was unable to rehabilitate. I am waiting to see how every thing does before I send the shipping label to get these items replaced. Some items were very unhealthy and never took. I have contacted a couple times to find out about the rest of my order and have rcvd no response other than an automated email. I wish I had read these reviews previously. If someone would answer my questions from the company I would feel better.


On Jul 20, 2013, Direct Gardening responded with:

"On Jul 30, 2013 2:32 PM, Direct Gardening responded with:

We are sorry to hear of this problem. A customer care representative has contacted this customer for further information. "


Positive yofrendonna
(1 review)
On Jun 20, 2013, yofrendonna Newport, MI (Zone 6b) wrote:

Posted on June 12, 2013, updated June 20, 2013
On May 22 2013 I ordered 60 Privet Hedges, 2 Burning Bushes and 2 Rose Of Sharon Trees. I received these items in the time frame that was described on the website (2 weeks). I read the enclosed literature which told me to soak the hedges in water overnight. The bushes and the trees had a root ball and soil, so I immediately placed them in a pot of soil. I planted the hedges the following afternoon. I followed the enclosed instructions. By June 9th All of the plants had new leaf buds! Not only did I have my landscaping in both my front and back yards finished, but I saved a ton of money by only spending $40.
I have seen the comments on the Better Business Bureau's website and because of all the negativity, I almost didn't purchase from this website. I am glad I ignored the negativity and saved a bundle. If people would read the information available on the website where it says that plants are sent "dormant" and "bare root" , maybe then look up what that means, they would know what to expect. Odds are the plants will look dead, but the website even shows you how to do a "scratch test" . My point is: before you write a negative comment....READ before you purchase. I received exactly what the website said they would send. I figured that they offered a 1 year guarantee..I can't go wrong. I saved my shipping labels and every little tag on every plant inside the bag even though my plants are healthy and growing well. the website clearly says to save the shipping labels.
I will make sure that all my fellow gardeners know to ignore the negative comments that were made because someone didn't read that they were not getting a full grown plant or that dormant plants are just that...dormant, not dead. The pictures of fully grown plants are supposed to give you an idea of what the plant will look like when its grown. READ before you buy and don't blame the company if you choose not to read. What do you expect for these great prices? Your negative comments are ruining the bargains for those of us who follow instructions. I also posted on BBB's website.


On June 20th, 2013, yofrendonna added the following:

My Hedges have been in the ground for about 2 weeks. They are already about a foot tall and doing great.
Positive ezwemer
(1 review)
On Jun 6, 2013, ezwemer Social Circle, GA wrote:

My roses were very healthy and once planted, as instructed, they're doing very well. Pleased with the service and the quality of the plants. Can't wait to see them bloom!

Negative jriz
(1 review)
On May 31, 2013, jriz Algonquin, IL wrote:

We bought 2 almond nut tree's in 2010. in summer of 2012, the tree began to bare fruit which we were very happy to see. But, instead of almonds, we got peaches. I wrote Direct Gardening an email explaining the situation and asked them to please send the almond tree's out as that is what I paid for. They relied saying that the fruit of an almond looks a lot like a peach and that we should cut open the fruit and inside we will see the almond. I grew up on an orchard in Sicily...I know what an almond should look like. But, I did as they said and even sent them pictures. The fruit tasted like a peach, looked like a peach and had no sign of an almond inside. Customer service said they could not replace the trees because it was more than a year past the ship date and that we should send a letter to the corporate office with pictures and they will consider giving us WHAT WE PAID FOR! But, we have been ignored since last fall. Attempted to send another letter, but I am seriously thinking of lodging a formal complaint with the Better Business Bureau in Illinois and our State's Attorney's Office. It's not a lot of money, but it's the principal. I bought one thing - they gave me another. Their mistake. They should fix it!

Negative raftcanoefish
(1 review)
On May 30, 2013, raftcanoefish Ashland, KY wrote:

Posted on May 10, 2013, updated May 30, 2013
Posted on May 9, 2013, updated May 10, 2013
Posted on May 9, 2013, updated May 9, 2013
Posted on May 8, 2013, updated May 9, 2013
Posted on May 8, 2013, updated May 8, 2013
My wait for plants was about 4 weeks. I had ordered before and it took 2 weeks. My problem was my last order. It contained 8 old fashioned lilacs, Gila apple, north star cherry. The apple and cherry tree came to me broken with the roots seperated from the stems. They had been tossed into the bag where as the lilacs were tied together. I contacted company. Their first response was send in shipping form and they will replace. Why should I have to pay to send them my shipping form. The way they were shipped its obvious damage would occur. Contacted them again and they told me to plant the roots and they would grow. I did not pay or order roots. I ordered trees. I am still waiting for their next response. I will update with their response. Better business bureau, consumer protection and every complaint board I can find. I will not pay more to get what I already paid for.


On May 8th, 2013, raftcanoefish added the following:

They have 3 times the negative comments as positive. I wish I would have looked on here first. They have no customer service. All they can tell you is when it got out of proccessing and when it shipped. That is their customer service.
On May 9th, 2013, raftcanoefish added the following:

Filed a report with the better Business Bureau. Will update
On May 9th, 2013, raftcanoefish added the following:

They contacted me by email telling me they would not ship me plants without me mailing them a letter and paying shipping. Will update. Do not use this company. I am not spending another penny to receive what I paid for. They keep sending me a form letter about how they are shipped bare root. I know that, I know you have to soak and spend time with them. I want the plants I paid to receive, not roots broken off from stems
On May 10th, 2013, raftcanoefish added the following:

Nothing from company today. They have 2 weeks to respond to better business bureau. I read some of the positive reviews on here and they look like they are written by someone who works at company. The customer service is the worst. They sent me fruit trees that were broken in half. The stem could be held in one hand and the roots in another. Now they want me to pay to get my order replaced. This company is worthless. I will update. If better business bureau doesnt work I will go to illinois attorney general.
On May 30th, 2013, raftcanoefish added the following:

Their response to the better business bureau was the same old stuff.I rejected their response. Just got a email from company saying they saw this post and what can they do to help. I TOLD THEM TO SEND ME WHAT I PAID FOR. I WANT NOTHING MORE OR LESS. I am not going to spend a penny to get what I have already paid. I will see how this plays out before going further. I will update. Again be careful people I suspect some of the positive reviews are from the company.
On May 30, 2013, Direct Gardening responded with:

"On May 28, 2013 1:26 PM, Direct Gardening responded with:

A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem.


"


Positive tbird60
(1 review)
On May 29, 2013, tbird60 Natick, MA wrote:

One little tip on "dormant" plants from any mail order vendor. For spring delivered dormant plants only, I stick the plants in the fridge (not freezer) for a couple weeks to reset their little season "timers" and they come out ready to wake up and go. Or you can plant them and if some don't start, pull them and try the refrigerator trick. Unless they are stone dead you will be amazed at how a lifeless looking plant can be kickstarted into action by this simple method. Cut off any rot and douse the roots in fungicide if any dead plant tissue exists.
I have been ordering from DG for many years and they have never failed to replace the occasional "dud" plant. I just have to remember to keep the shipping label that is stuck on the shipping bag in case it's needed it as proof of purchase. Their prices are crazy low and for me it's a small price to pay dealing with the odd non-performing item. Actually, getting a replacement is less painful with Direct Gardening than my local hoidy toidy nursery!

Negative lcarlson
(5 reviews)
On May 29, 2013, lcarlson Arden Hills, MN wrote:

Again, not good experiences with this company. I ordered perennials, a climbing rose, and a tree. Several items came dormant/bare-root, which is not my preferred method at all. I disagree with the concept that nurseries should ship in bare root or dormant status unless it's a bulb, tuber, or similar, and it's appropriate timing to do so. Reading the reviews of the various nurseries, it doesnt seem to satisfy people.

Anyway, the perennials that did come were sad-looking and tiny, being planted in some weird material rather than nursery pots. The Zephedrine climbing rose came bare root but was starting to sprout in the bag it came in. I recently planted it, but doubt it will come up this season. The weeping rose tree came dormant but looks dead. Again. I hope it comes up. The biggest issue I had with this company is their "right to replace out of stock items with similar". They replaced a gorgeous Dorothy Rose Columbine with a yarrow plant. I cant stand yarrow. Not an equivelent replacement at all. Let us know when/if you're going to replace items. It wastes all of our time and resources when you do so and it's a fail. A courtesy note letting us know would allow us to choose what to do; cancel or replace. This would save a lot of hassle on both of our parts. Good business...it's not that hard.

I will not order from this company again. I think there are multiple companies tied with a larger one coming from Bloomington, Illinois: this being one as well as the dreaded (to me) Farmer's Seed. They ship in the same garbage bags with the same ridiculous tape/plastic and staple method, and have the same return requirements of sending a letter explaining the return. I returned stuff from both companies and they went to the same place. Hmmmmm.

Negative jabney8
(1 review)
On May 25, 2013, jabney8 Willcox, AZ wrote:

Ordered roses. Received a green bag full of moldy sticks. Mailman complained because he poked himself. I opened the bag saw the mess threw it away.

I thanked Direct Gardening for proving my husband right - he laughed when I ordered - laughed harder when the order arrived.

As far as I'm concerned they should have just sent me a bill and kept the bag. Didn't bother with the whole "return" thing. I learned my lesson and went to Lowes.


On May 25, 2013, Direct Gardening responded with:

"On May 28, 2013 1:31 PM, Direct Gardening responded with:

We are sorry to hear of this customers experience. We do have a refund and replacement guarantee available. We have contacted this customer via D-mail to see how we may be of assistance."


Positive pdavistx84
(1 review)
On May 21, 2013, pdavistx84 Shepherd, TX wrote:

I found this site after I ordered my stuff, I was so worried. Well, I am very pleased with what I bought! I received my order within a month. I ordered 8 dwarf flowering cherries, 25 strawberries, and the tree sampler. I also received peacock orchids. I did as the directions said and all my plants are doing great! I have blooms on my strawberries within 2 weeks! The cherry bushes took 3 weeks but are getting leaves on them. My tree sampler started getting leafs the first week! But I thought I would get different trees but they were all the same but they sent me good ones! They all came in decent shape. A little dry but that is normal with shipping. I will definitely order from them again!


On May 21, 2013, Direct Gardening responded with:

"On May 28, 2013 1:31 PM, Direct Gardening responded with:

We are happy to hear that your plants are thriving! Thank you for the feedback! Happy Gardening!

"


Negative kayes71
(1 review)
On May 12, 2013, kayes71 Bon Air, VA wrote:

Ordered 4-29, as of today, May 12 nothing received. I have requested a refund and will be rejecting any packages that are attempted.


On May 12, 2013, Direct Gardening responded with:

"On May 28, 2013 1:28 PM, Direct Gardening responded with:

We are sorry to hear this. As stated on our website it does typically take 1-2 weeks to process an order. Once processed, the order will be shipped based upon weather and plant availability.

A customer care representative has contacted this customer for further information. "


Positive Daydarlng
(2 reviews)
On May 9, 2013, Daydarlng Midwest City, OK wrote:

Posted on May 11, 2012, updated May 9, 2013
Posted on November 26, 2011, updated May 11, 2012
I ordered a great number of mixed plants from them at the end of September. I knew the dangers with dormant plants, that some might not come out of dormancy, but I said, what the heck, with the prices they have I can afford 1/3 of the plants to come survive and will still be cheaper than buying from anywhere else live potted plants. I ordered 3 types of climbing roses, several butterfly bushes, several hydrangeas, lilacs, white spirea, forsythia, and more, a total of about 40 plants for around $100.

I received the plants in the green "trash bag" (it's actually a very sturdy plastic) end of October. I planted the plants (and the free bulbs) in a period of 3 weeks, as i could work on the garden (I'm a breast cancer survivor and still recovering from the multiple surgeries). I also received free iris bulbs, free hyacinth and daffodil bulbs, and free windflower bulbs.

It is the 26th of November, and we had a very mild fall here in Oklahoma, only a couple of freezing cold nights. As of now, except for two spireas, ALL the plants have new growth, are alive and doing well, and except for the irises, all the bulbs that were in the ground have leaves! I was very pleasantly surprised to see that.

I am getting ready to put in a second order with them.


On May 11th, 2012, Daydarlng added the following:

I need to update my feed-back. Since the post I made here I had put in two more orders and a replacement request. As before some of the plants did not make it. I asked for replacements - the way it is required, with the original shipping labels and a letter explaining which items didn't make it and why. The replacements have been shipped already and I am waiting for them any day now. It took about 5-6 weeks. Normal, considering the amount of orders they process and the fact that they have to gather from various nurseries.

Also, whatever made it is growing beautifully. Roses have bloomed after 6 weeks. They were just bare-root and now they are in bloom. The lilies are in bloom too, as unbelievable as it seems. Everything else is blooming and sprouting nicely.

And every time I called customer service I had a great experience. And they even replied by snail mail to a question we had asked in the replacement request letter.

So yes, I will keep ordering from Direct Gardening. I think our orders now go for a total of over $300. All well spent.
On May 9th, 2013, Daydarlng added the following:

Updating my feedback again. We kept ordering from Directgardening after such a wonderful experience. I have no idea why people criticize their customer service, I had only very pleasant experiences with them, be it on the phone, over the email, or by regular mail - they even sent a regular letter as a reply to our letter thanking them for their wonderful service.

To sum it up - I think that starting November 2011 up until now we ordered over $500 worth of plants from them. Yes, some of the plants didn't make it, but they always sent replacements as the warranty stated. Plus the bonus plants plus some extra gifts, just because they are so good. They replaced roses that were the wrong color, and even sent some extra plants. On one of the plants, an Arkansas Amsonia, after the third try when the plant still didn't make it, they sent a gift certificate for the value for us to use against some other plant.

So right now, our dreams of a cottage garden have taken shape. We have now in the garden (I hope I won't forget anything) sand cherries, blackberries, elderberries, hazelnuts, chestnuts, plum trees, lilacs, a Japanese lilac, hydrangeas, peonies, strawberries (we ordered over 100 of them of which about 75 this year, and the ones that made it are full of fruit), lots of lilies, beautiful roses (2 Zephirines, climbing Don Juan, Dr. Brownell, Charlotte Brownell, climbing Queen Elizabeth, a regular red rose, hedge roses), spireas, mock oranges, yuccas, rhododendrons, astilbe, hostas, ferns, butterfly bushes, balloon flowers, black-eye susans, bleeding hearts, lily of the valley, stevia, shamrocks, wigelia, and I am sure I forgot some. I wish there was a way to post photos so you all can see.

People should understand that:

1. dormant plants look like sticks. They really do. They don't look nice and pretty like in the nursery.
2. the type of packaging they use, I think is the best to insure the maximum chance for the plants to make it. Plastic doesn't allow moisture to escape, it is true that mold can appear if they are kept for too long in the bag, but you know, that is USPS's fault, not theirs.
3. You DO need to present them with some kind of proof that you did purchase the items. Hence sending the shipping label. And after you have saved a load of money buying from them, not 10X the price at a nursery, I very much doubt that the cost of a stamp to send that shipping label in an envelope is going to ruin you.
4. yes, it takes them time to process your order. They send thousands of orders, and deal with plants that are in a dormant state. You do want your plants to make it nicely, don't you? They need to be packaged, and sometimes the order has to come in from different nurseries they have, they don't grow everything in one place.

And just a piece of advice: make sure you prepare your soil, and also order some of their "pep pills". They do wonders on the plants when you put them in the ground. I started ordering extra "pep pills" to use when I transplant my vegetable seedlings in the ground - I only grow vegetables from heirloom seeds that I start indoors at the end of winter and the pep pills really make those seedling not be so shocked and take off nicely.
On May 9, 2013, Direct Gardening responded with:

"On May 28, 2013 1:24 PM, Direct Gardening responded with:

Thank you for your positive feedback and wonderful tips for our customers! Happy Gardening!"


Positive elenarose
(1 review)
On May 9, 2013, elenarose Bridgeport, NE wrote:

Posted on May 8, 2013, updated May 9, 2013
I have been ordering from the direct gardening company and its affiliates since 2001 and have always had a positive experience. They have cheap stuff (the equivalent of gardening at Walmart) but if you baby their products and save your mailing labels they will replace free of charge what doesn't make it. I have never had them refuse to replace or keep my money or wrongfully charge a credit card. There are only about 300 negative feedbacks on this site and they must mail out 10, 000 orders a year. In 10 years that is only 300 negatives and 9,700 positives so I am not afraid of the bad negative experiences that a handful of people have had. Like I said, 10 years and totally aware that I get what I pay for--I baby, and continue to order, and continue to save mailing labels. They have never ripped me off. Yes, things arrive broken, that is the postal service not them. Yes, things have arrived moldy (again the postal service)--send them the original mailing label and they will replace it free of all shipping charges. No questions, no problem, no hassle. Be nice and send them a nice letter with your mailing label (cut it off the package as soon as it arrives and keep it in a safe place) and they will send you new things. (Also, read the descriptions of what you are buying--bareroot means exactly that--bareroot. You are not paying for a potted plant at the local gardening center. You are paying for them to ship you a bareroot plant that resembles a twig or a branch or a dead bulb--it is your job to bring it to life by planting it and watering it appropriately.)


On May 9th, 2013, elenarose added the following:

I received my replacement order for what had not survived last year this morning-they replaced everything and added a few extra for good measure-what a polite thing to do-it feels like xmas-everything is in good shape and already budding-planted my bareroot daylilies that had arrived in yesterday's order and they are already 3" high--I am no way affiliated with direct gardening just a happy gardener who has had positive experiences from a trusted company for more than 10 years.
On May 9, 2013, Direct Gardening responded with:

"On May 28, 2013 1:22 PM, Direct Gardening responded with:

We are happy to hear of your positive experience! Thank you for your post!"


Negative xxrouguexx
(2 reviews)
On May 6, 2013, xxrouguexx Farmingville, NY wrote:

I placed an order on April 18th for 23 plants. Its been over two weeks now, so I decided to give Direct Gardening a call to see if or when my plants would be shipped. The line was busy, I called several more times at different parts of the day, the phone line always busy, so I tried calling Four Season's Nurseries phone number instead - again, the phone line constantly busy. I've emailed them as well, and yet to receive a response. If they do not get in touch with me by Friday, I'm calling my credit card company and filing a dispute. Whether or not I receive my order, I will not order from Direct Gardening or Four Seasons Nurseries again.


On May 6, 2013, Direct Gardening responded with:

"On May 28, 2013 1:21 PM, Direct Gardening responded with:

Please allow 1-2 weeks for your order to be processed. We will then ship based on weather and availability of the plants.
A customer care representative has contacted this customer for further information.
"


Negative jessflowergirl
(6 reviews)
On May 4, 2013, jessflowergirl Fort Bragg, CA wrote:

Posted on February 27, 2013, updated May 4, 2013
Posted on November 3, 2012, updated February 27, 2013
On October 5th I placed an order for about $65 worth of plants. I ordered 50 periwinkle, 4 blue hydrangea, 1 color in the shade pre-planned garden, 2 butterfly bushes, and 6 english lavender. I found their website through a beginner rose gardener website, and after seeing the prices, I was hooked. Of course I wish I had known about Dave's Garden prior to ordering, I probably would have thought twice about ordering because I am such a novice gardener. My order arrived today, November 3rd in a tiny green plastic bag the size of a fed-ex envelope. I panicked immediately because the bag had been sitting in the sun on my porch for who knows how long before I found it today. I rushed it inside and opened, the plants were sweating but everything seemed ok. My order was complete, nothing missing and no substitutions. I am relieved to report that everything seems to show some sort of life. Here is what I have found:
Hydrangeas: small, came potted, new life sprouting, great roots
English Lavender: look questionable, appear pretty weak, bareroot, decent roots
Periwinkle: not sure I got all 50, planted 40 in peat pots to build up the roots as they were very small, but good foliage, bareroot.
Butterfly bushes: really disappointed in size (little stick no bigger round than a piece of straw), but these were really cheap so it's ok, plant looks very very dormant, but scratch test shows green, bareroot, not holding out too much hope here.
Color in the shade garden: hostas are not recognizable, lily of the valley are just pips, ferns look like clumps of bark- no green on these, columbines, trinity, and astilbe all show life. All bareroot.
Freebies: all freebie bulbs were received and appear to be in good condition!

The only thing of the whole order which actually resembles a plant are the hydrangeas (barely). I suppose if you wanted to get your plants one step ahead of starting from seeds, this would work. I would have liked to at least recognize some of the plants (thank goodness they came labeled!!) I would have been more disappointed if I have planned on landscaping the whole yard with this as it's going to take a while to get them to a decent size. Luckily for me it's more for filling in spaces and we'll see what ends up living! I also think I timed it right for shipping, temperatures are cooler this time of year and I can see how that green bag could cook those plants in the time it takes to get here.

I'm giving a neutral rating for the lack of communication from the company about shipping, the legnth of time it takes to get here, the small size of the plants, but my order was complete with no substitutions.

I'll keep everyone posted!


On February 27th, 2013, jessflowergirl changed the rating from neutral to negative and added the following:

4 months later, here is where I am at:
Periwinkle: 6 left, no growth but not dead.
Hydrangea: all 4 still alive, but no growth
Color in the shade garden: the only plants alive are the astilbe. Nothing else even began to show any growth.
Butterfly bushes: both dead twigs.
Lavender: All 6 dead.
Freebie Bulbs: iris are growing, no others.

So I know we just went through winter, but where I live in Zone 9 plants are coming out of dormancy and starting to grow. The only plants growing from direct garden are the astilbe and the iris bulbs. All other plants on close inspection are very very dead, brown to the scratch test.

I am going to wait until around June to make sure I've given the proper chance for any plants to wake up before I make use of the replacement guarentee and until then I am just keeping track. I am most disappointed about the lavender and butterfly bushes.

I would not order from Direct Garden again, I think if the photos in the catalog actually depicted what you were recieving in the plastic bag most people wouldn't be lured in by the low prices.


On May 4th, 2013, jessflowergirl added the following:

This is just frustrating. Out of my entire order the only items still alive are 3 hydrangeas and 1 columbine. I will not bother with requesting replacements, I don't want any more of DG bad nursery stock in my yards. While everything else is sprouting life and growing and thriving, DG's plants are just taking up valuable real estate in my small garden. YOU ARE WASTING YOUR MONEY IF YOU ORDER FROM THEM. Stick with the Dave's Garden Top 30, and you won't be disappointed. There are some excellent companies with prices not too much higher than DG with much better quality plants.
On May 4, 2013, Direct Gardening responded with:

"On Nov 6, 2012 8:24 AM, Direct Gardening responded with:

We are happy to hear that the order was received in good condition! Many of the items are bare root and dormant and will need some time to begin showing signs of life. If for any reason the plants should not live we do have a 1 year replacement guarantee available on all of our plants. "


Neutral jamaicanmom
(1 review)
On May 3, 2013, jamaicanmom Amesti, CA wrote:

I've been wanting to leave a comment for a while, but wanted to wait until I wasn't so exasperated with this company, and all the time I've spent on the phone trying to figure out what was happening with my order. I placed an ordered Feb. 22 of this year, and another in the beginning of March. To date, May 3, I don't even have half of my order. The only reason I gave a neutral mark as opposed to negative is that the plants that did arrive are planted and growing well. We've only lost a few.

But now the negative aspect...3 of our shipments were confiscated and destroyed by the California Dept. of Agriculture, because this company sent those orders with EXPIRED CERTIFICATION! Which, of course, when I called customer service to tell them about, was denied and they said that their certification was not expired. Apparently, they had some left over certification tags from the previous year that where not disposed of and made their way onto my packages. I only found this out after, calling the person that was listed as the rep on my Notice of Rejection letters from the Dept. of Ag. a Mr. Bill Lishka. I was getting no real answers from customer service. They told me to send them the Notices of Rejection with a letter stating how I wanted to proceed. After that was done (in late March) I called to find out if they had received my letter and the rep told me it could take 3-4 WEEKS for them to get that in the system! Really?! Then she told me I need to call back in 3 weeks. Now, since this was their big mistake, I really feel that they need to have someone contact me, as opposed to me calling every week and getting a rep that has no idea what's really going on. I am still waiting for 80 plants, that should have been planted weeks ago. And now the name Burgess and Direct Gardening has a negative connotation in my house. I was so excited about the prices, but the back and forth has not been worth it. I was ready to tell all my gardening friends, but now I will tell them to just spend the extra money and get some good customer service. I'm really bummed about this whole fiasco, but they seem not to really care. It's great if you actually get your plants, but, who knows if you ever will.

Negative M2mom
(1 review)
On Apr 30, 2013, M2mom Salem, SC wrote:

Honestly, nothing more than a scam. I placed my order and allowed for the 1-2 week processing, I received nothing. I contacted them via phone and was informed that they didn't know when my order would ship. I gave it a few more days. I called to cancel (I'm NOT a novice w/ mail order plant places or internet sales (I have a business myself) and was told I had to cancel via the POST OFFICE w/ a WRITTEN request. I said that's insane, so I got another customer service rep. named Melissa. She told me I can cancel via email, so I sent in my cancellation request. Guess what they did??!?

They sent me out ONE plant yesterday out of a $187 order. Why? This way I have to pay return shipping PLUS my shipping would no longer be refundable. I spoke w/ a supervisor who told me she can't cancel my order, she doesn't know where in the process the rest of my order is and that yes the other plants may be sent anyway and I would have to pay to return them.

I belong to many garden forums and several plant clubs locally and will be sure to warn EVERYONE to NEVER do business w/ this company or any company affiliated w/ them.

Neutral ghostman71
(1 review)
On Apr 25, 2013, ghostman71 Geneva, NY wrote:

i wish i had found this website before ordering from direct gardening
i placed an order april 2nd, ihavent received anything yet i sent them an email requesting my order status and all they can tell me is the the order has been processed and that they are currently shipping to my area this was a week ago so why havent i received my order yet?
after reading the reviews on direct gardening i'm wishing i didn't make an order cause after waiting this long possibly even longer i won't be a happy person if my plants come dead or moldy.i will be even more unhappy if i have to send something back and have to wait another month or two.


On Apr 25, 2013, Direct Gardening responded with:

"On Apr 30, 2013 1:15 PM, Direct Gardening responded with:

We want to assure you that we are sending orders out as quickly as possible. We are still getting a lot of nursery stock in from the fields and are shipping as soon as the plants are prepared

A customer care representative has contacted this customer for further information as we would be happy to give an updated status.
"


Positive katy44
(1 review)
On Apr 23, 2013, katy44 Valparaiso, IN wrote:

I ordered 3 pampas grass that arrived today; green and with good looking root systems. Not planted yet because of all the rain right now. I also ordered two peony trees that look really good - nice root system and already have leaf buds. The soil that my plants came in looks good and is still moist. I work with plants and have a feeling that they will do very well out in my garden and yard. I also got some freebies: 3 different types of bulbs and some climbing tomato seeds to try out. Overall very happy with the price, product, and service.

Neutral DGRich53
(10 reviews)
On Apr 11, 2013, DGRich53 Janeville, WI wrote:

currently waiting 21 days for DG to fill a small order:
6857 Hydrangea Tree 2
5103 Walk on Me Plant 36
1099 Geranium, Mosquito Shoo 2
6223 Cherry, Dwarf Flowering 4
3430 Dicentra, Burning Heart 1

I'm not sure these people even care what their reputation is with gardeners.


On Apr 11, 2013, Direct Gardening responded with:

"On Apr 30, 2013 1:13 PM, Direct Gardening responded with:

We absolutely care about our reputation with gardeners and our customers! We are still receiving many items from the field at this time and shipping as soon as they are prepared.

A customer care representative has contacted this customer for further information as we would be happy to give an updated status.
"


Negative Brincelyn
(3 reviews)
On Apr 6, 2013, Brincelyn El Paso, TX wrote:

I wish I had started here on Dave's Garden before ordering with Direct Gardening. I started my sad odyssey with them last spring, ordering a single Persian Lilac tree. I received a dry stick in a plastic bag with no packing material or soil. I followed the directions included to no avail. I followed their guarantee process, sending a letter and the original packing label. I received a second dry stick in the same condition as the first, followed the telephone rep's advice to pre-soak for 24 hrs before planting and again, I ended up with another piece of dead wood. This item cost me $16.99 plus S/H. Spring is here again and I've no desire to repeat the process and receive yet another dead stick. What a total waste of time and effort!


On Apr 6, 2013, Direct Gardening responded with:

"On Apr 11, 2013 12:57 PM, Direct Gardening responded with:

A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem"


Negative dp4A0401
(5 reviews)
On Mar 2, 2013, dp4A0401 Xenia, OH wrote:

I ordered some nursery stock from this company once. It was very inexpensive (I think I paid more for the shipping than the stock) so I thought I'd take a chance. What I received was three bare root saplings in a plastic bag without any kind of moisture holding material around the roots. Consequently, the roots were completely dried out and the trees dead. I planted and watered anyway, but got the expected result. I did not exercise the guarratnee option because receiving similar replacements and trying to plant them would have been nothing but wasted effort.


On Mar 2, 2013, Direct Gardening responded with:

"On Mar 5, 2013 4:15 PM, Direct Gardening responded with:

A customer care representative has contact this customer for further information. We do have a 1 year replacement guarantee on all of our plants and do hope that the customer takes advantage of this guarantee."


Negative igiggle
(1 review)
On Feb 28, 2013, igiggle Severn, MD wrote:

I placed an order for bulbs with this website back in the fall and was notified that they weren't going to send my items until this fall. I forgot about it until this weekend when I found the receipt in some paperwork. I called the company to cancel the order because I have already found what I needed from other sources and have no need for any more.

I was told I had to send in an email requesting cancellation. Ok, seemed odd to me since I was on the phone and had my order number handy, but I did what I was told and I sent an email with my name and order number.

I was told that they needed my full name and shipping address. Ok, again, I thought that was odd since I gave them the order number and my full name, but I replied with my name and address.

I was told that they were only holding part of my order until fall and would be sending the other items when it is time to ship those items to my area. I told them that I wanted the entire order cancelled and a full refund.

Now they tell me that my order is already in shipping and they aren't sure they can refund my money.

I work for a company that ships items all over the world. We are not allowed to charge a customer's credit card until after the items ship. We definitely don't claim we can't cancel an order because it might be in shipping. Unless that order has physically left the building, there is no legitimate reason not to cancel an order and refund the customer's money.

I have ordered from this company a few times and never had a problem. Yes, some of the items didn't grow, but I figured that, despite their so-called guarantee, it's just not worth the hassle of following up on those items.

However, they haven't sent me a thing even though they've had my money in their account for more then four months. Yet, when I have made every effort to cancel this order, I am still getting the runaround almost a full week later. I hope I eventually get my refund eventually, but I have a guarantee of my own. This is the last time I purchase anything from this site.


On Feb 28, 2013, Direct Gardening responded with:

"On Mar 5, 2013 4:13 PM, Direct Gardening responded with:

A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem."


Negative Flowerful
(1 review)
On Jan 21, 2013, Flowerful Albany, OR wrote:

I ordered apx 15 oriental lily bulbs from the company. The bulbs arrived loose in a large plastic bag that went thru the US Postal service. Most were bruised, smashed and/or broken AND moldy! I returned most of them with a note asking for better packaging so the bulbs wouldn't be damaged. I received replacements in the same manner and condition, including the mold. Not worth pursuing further!


On Jan 21, 2013, Direct Gardening responded with:

"On Jan 24, 2013 9:01 AM, Direct Gardening responded with:

A customer care representative has contact this customer for further information. We do have a 1 year replacement guarantee on all of our plants and do hope that the customer takes further advantage of this guarantee"


Negative mzanders
(1 review)
On Jan 17, 2013, mzanders Upper Marlboro, MD (Zone 7a) wrote:

I placed two substantial orders with this company (more accurately, front company for a shady group that changes names frequently to escape bad feedback; look above for a partial list of the aliases). Their MO is to blanket the mails with multiple catalogs with enticing write-ups and "deals". It was only after I was in their fraudulent grip that I discovered this website and found out how screwed I was. I won't bore you with the blow-by-blow details. Suffice to say that I've had the same experiences as others here: horrible customer service, outright lies about when things have shipped, partial orders trickling in over months with no tracking provided, delays when I tried to cancel the remaining part of the order so they could then shove them out the door days later and say "too late", dead plants, seeds that don't germinate. Of the hundreds of dollars I spent with them, I don't have a single live plant to show for it. How these cons can stay in business is beyond me. Hopefully, word of mouth in the marketplace will do what the Illinois state government is unwilling to do.


On Jan 17, 2013, Direct Gardening responded with:

"On Jan 24, 2013 8:48 AM, Direct Gardening responded with:

We are sorry to hear of this customerís experience as we do take pride in our customer care. We do have both a refund and a replacement guarantee which is clearly posted on our website and we stand behind them. We are affiliated with other companies but these are separate companies, not aliases.

A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem"


Negative lilpocky
(3 reviews)
On Jan 15, 2013, lilpocky Greencastle, PA wrote:

Well, I bought a bunch of roses last summer. I did what was prescribed for me to do in planting. I have both a lot of patience and a lot of experience in gardening.

I know that a large amount of mold on a rose is a bad thing when it first arrives. I had some roses in my bunch that were so rotten, they literally fell apart.

The only thing that lived was a "freebie" daylily that I got.

Don't buy from these people!


On Jan 15, 2013, Direct Gardening responded with:

"On Jan 15, 2013 12:39 PM, Direct Gardening responded with:

A customer care representative has contact this customer for further information. We do have a 1 year replacement guarantee on all of our plants and do hope that the customer takes advantage of this guarantee."


Positive umbertoed
(1 review)
On Dec 26, 2012, umbertoed White Plains, NY wrote:

I've been meaning to leave a rating for this company for a few months and have finally gotten around to it. It's a bit disheartening to read all the negative comments when I think that what most people need is a little patience. I ordered several items from Direct, and when they arrived, most of the plants looked dead. I followed the planting instructions provided and most survived and have since flourished. Unfortunety, some didn't even bud and it was something I expected. I contacted customer service via letter and attached the original shipping label, and after a followup email, received my replacements at no extra charge just as advertised. Overall I am satisfied with my experience given the pricing that's offered and the warranty provided by the company.

Negative dumbobaby
(2 reviews)
On Nov 10, 2012, dumbobaby Barnhill, OH wrote:

Posted on November 7, 2012, updated November 10, 2012
I placed more than one order with this company. Each was a substantial order. The plants they send are not what I would term as "quality" plants, especially compared with other similar or same plants I'd ordered from other companies such as Michigan Bulb. Also, the orders do NOT arrive in a timely fashion & they rarely provide an explanation to this IF you can even get a reply, which usually takes several days to get, again IF you get one. Each time I did receive responses I received a "canned" response until I elaborated that the canned response wasn't acceptable. And even then, the explanations and service fails miserably.
As an example of merely one issue (trying to get this last part of an order):
I am still waiting on November 7th for part of an order I placed July 9th. In one email on October 10th they stated it would take 1-2 weeks. On October 24th they stated it was sent. Again, I still have not received the items, nor a valid explanation as to the status of the order.
In light of the horrid customer service and the plant quality they offer I seriously doubt I will order from this company again.
Sadly, they do offer many unique plants that seem affordable & wonderful to have & it is a HUGE disappointment.
I do have hope that the items I have received and planted will survive & come up in the spring but at this stage, after everything I have experienced with this company, I have huge doubts.


On November 10th, 2012, dumbobaby added the following:

As an update.....I received an email from this company after stating I had not received the order they said had already shipped. Their reply was: "Thank you for your email. We apologize for the confusion, however, our
records do show that these items were crossed off on the package with a sticker stating that they would be scheduled to ship in the Spring."
Confusion??? LIES is what I call it.
I have now insisted the order be cancelled and a refund given by the end of the week or I will contact the BBB. I'm not sure how that is done for an online company just yet but if I don't receive the refund I am sure I will figure it out!!!
I will NOT order from this company again!!!!
If you are considering ordering from this company, BEWARE & proceed with caution!!!!!
On Nov 10, 2012, Direct Gardening responded with:

"On Nov 13, 2012 9:46 AM, Direct Gardening responded with:

A customer care representative has contacted this customer for further information. We do answer every email received and try to do so within 24 hours of receipt. We do hope to hear back from the customer as we would like to help resolve this problem"


Negative Larrys_Gardens
(5 reviews)
On Oct 29, 2012, Larrys_Gardens Castle Rock, WA (Zone 8a) wrote:

Re: Order 33734848 for various plants total cost $90.

The order was placed in mid April of this year. The order did not arrive in a reasonable amount of time, so I contacted customer service, and was told me that the order had been shipped weeks before I had called. But, I had not received the order.

I later called and they said that they would reship the order. Several weeks later the package did arrive, but it was obviously the original package that had been lost. All of the plants were rotted, except I did manage to save 4 butterfly bushes that were only partially dead.

I have been too busy to document this complaint earlier in the year.


On Oct 29, 2012, Direct Gardening responded with:

"On Oct 31, 2012 8:45 AM, Direct Gardening responded with:

We are sorry to hear of this problem. A customer care representative has contacted this customer for further information"


Negative hpeake6
(1 review)
On Sep 23, 2012, hpeake6 Lauderdale Lakes, FL wrote:

I must first say, I wish I had found this website before becoming involved with Directgardening.com! Everything written here is right on track! I ordered two roses and sundry from them in mid-July. I received them the second week of August....not good, not outrageous late. I opened the package and noticed there was no packing slip, but I did have my email receipt. I planted what I received. My plan was for two orange-gold roses in a certain prominent spot in my small garden. As I do all shipping labels for ID protection, I shredded the shipping label before tossing the plastic bag in which the order came. I then discovered that I received one rose that I ordered, per the tag on the rose and one I did not order as a "substitution." Looking at their website, I discovered that it was a small pink rose...I complained. After much ado about destroying the "invoice" they agreed to, "on a one-time basis," to ship the rose I wanted when (and IF) it became available. Of course, I've not seen it.
This week, my "correct" rose bloomed...I ordered a bright orange "Tropicana." I received a pitiful, pasty-scrubby, pink rose with a thin lipstick red edge. Nothing like the elegant Tropicana I've known for 30 years or their photo represented.
I will NEVER do business with this company again and told them so in no uncertain terms. Anybody want a couple of K-Mart quality roses? HLP


On Sep 23, 2012, Direct Gardening responded with:

"On Sep 24, 2012 1:45 PM, Direct Gardening responded with:

A customer care representative has contacted this customer for further information. We do hope to hear back from the customer as we would like to help resolve this problem.

"


Neutral anglrobinson
(2 reviews)
On Sep 20, 2012, anglrobinson Spring Mills, PA wrote:

Posted on September 20, 2012, updated September 20, 2012
Posted on September 15, 2012, updated September 20, 2012
Posted on September 15, 2012, updated September 15, 2012
I ordered almost 60 dollars worth of plants on August 14th of 2012. I waited the two weeks and called customer service to ask if they had shipped my merchandise yet, because I was having problems with my local postman. On this same phone call I changed my shipping address, everything went smoothly and the person I talked to was really nice. I was told that I would receive my plants on the first week in September. On the first week in September I called back because still no plants had been delivered. This phone call resulted in that they couldn't ship until they had all my plants in and now it would be October when I would receive my plants. I thought first of all it is illegal to charge someone for items that have not yet shipped. Every other company I deal with only charges when the item or items have shipped not before then. So I decided that something just doesn't seem right about this, the only time I have been contacted by e mail was when I ordered my plants. This e mail contained my order number and a description of the items and my receipt. I started to worry about a week ago and was worried I had been scammed so I found this website and started wishing I had looked at it before ordering. I love gardening and have lots of plants and have even been to college and know how to graph plants and cross pollinate to make new species, so when I seen that they had some different plants I was so excited. Now i'm so disappointed. I have sent them numerous e mails and I haven't had any responses. They said 24 to 48 hours and it has been way over that. I want my items or I want my money back. I think I will contact the Better Business Department and file a formal complaint because it seems alot of people have been treated wrong not just me. The worst part is if you have to pay shipping and handling for that much there should be a way for you to track your package. Every other place I have ordered from has a way to track your package even e bay. They really need to start having better customer service. If they can't get my things to me in a timely fashion after i know they have already spent my money I will tell all my friends on facebook and gardening clubs I belong to all about my whole experience with this company. I do not want anyone to have this experience, to have to worry if they have been scammed in this economy.


On September 15th, 2012, anglrobinson added the following:

I also forgot to mention that I am garden and plant website reviewer for The Garden Association Of America. I find websites that sell garden supplies, seeds, and live plants. I am currently writing a reveiw on Direct Gardening and I appreciate all these complaints and what little positive comments there are, even though I do believe half of the ones written are by the company themselves. I decided to order for myself to see and get a good idea on just how bad this company is. So as it comes down to me releasing my article and review, which I can not do until everything has been received, it looks like it is not going to be a good one. Unless they can show me otherwise than it is almost settled. If anyonenwould like to leave comments to help with this review feel free to do so. I even ordered in someone else's name to see what they would really do.
On September 20th, 2012, anglrobinson added the following:

Yeah they contacted me on here and my email account. It changed yet again on when they get there stuff and when they ship it. Then they are now saying they will ship in two seperate orders. That's what most other websites do. They need to have listed on their items in they are unavailable or you have to wait. We will see how this works out if I get the first shipment and if the plants are dead. If they provide my free gifts and if they send me my second shipment. I don't think that I will buy from this company again I'm not sure yet depends on what happens with it all.
On September 20th, 2012, anglrobinson changed the rating from negative to neutral and added the following:

I am now waititng on my shipment and I want to look at it and see what condition and how fast the response was to get it to me well half of it anyway. Until then I am going to give them a neutral response because they are working on it.
On Sep 20, 2012, Direct Gardening responded with:

"On Sep 18, 2012 10:01 AM, Direct Gardening responded with:

It does state the following on our website:

"Please allow 1-2 weeks for your order to be processed. We will then ship based on weather and availability of the plants. We continue to ship through the summer months as much as possible. Most bulbs and perennials are usually available by September. Some deciduous trees and shrubs are not available until October."

A customer care representative has contacted this customer for further information. "


Negative Wellford
(1 review)
On Sep 19, 2012, Wellford Wellford, SC wrote:

Posted on September 10, 2012, updated September 19, 2012
I just received my order of 3 Blue Festuca Grass, 10 Russian Olives, an Empress Wu Hosta, 6 Walk on Me Plants, 100 Periwinkles and I'm not happy, at all, about the condition of my plants. The Festuca Grass is black and severely rotted. The Hosta was broken in half and the leaves were stapled to the cardboard. The Walk on Me is dead, black and dried out. All 100 periwinkle are black, rotted and congealed into this sticky goo. The entire oder is dead. I understand about how most of the plants come in a dormant state but black and rotten is unacceptable.


On September 19th, 2012, Wellford added the following:

I understand that 'stuff' happens and I always try and give the benefit of doubt but I tried to go thru customer service just to be met with a poorly trained staff member who can't doing anything but spout words from a script over and over again. I get the same response.."wait 6 weeks and see if they grow but we are only going to refund your money if you return them within 2 weeks" or "we have a one year replacement policy or credit voucher.' To be honest, I would rather drink gasoline and piss on an open fire than continue with the headache of dealing with customer support.
On Sep 19, 2012, Direct Gardening responded with:

"On Sep 18, 2012 9:59 AM, Direct Gardening responded with:

A customer care representative has contact this customer for further information. We do have a 1 year replacement guarantee on all of our plants and do hope that the customer takes advantage of this guarantee."


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