I ordered ferns from Pepper's. The price was good, as was the selection. However, several weeks went by without any communication from them. When I contacted them, asking for an order update, I received a curt response saying that filling orders usually took a few weeks. When my order finally arrived, again without any communication, 1/3 of it had been cancelled. They didn't charge me for the missing plants, but the lack of communication was irritating.
The quality of the plants I received was very good. However, Pepper's (Fred) needs to improve his customer service A LOT. Communication with customers is extremely poor: a customer deserves to be informed when an order cannot be fulfilled, and notified with an estimated ship date, especially when a delay of several weeks seems to be standard.
Hoping to do business here in the future, however so far the customer service appears to be lacking. I placed my test order a couple of months ago for three Spigelia Marilandica (Indian Pinks or Maryland Pinks).
After a few weeks there is still no sign of life on any of the three. I sent an e-mail to ask for care instructions and to ask about how long it should take for them to sprout.
No answer to the e-mail so far. I tried calling but I was abruptly informed that they would not answer my question over the phone because they are swamped and to just be patient and wait for a response to the e-mail.
I know people can be abrupt when it is very busy, but brisk business means good profits and I feel that customer care and service is as important as taking in the order and getting credit card info for the sale.
I strongly recommend that you adopt a business plan that will allow you to slow down long enough to answer a question, or else hire someone to answer customer inquiries and promptly respond to e-mails.
On Jul 3, 2010, Seaecho Phelan, CA (Zone 8b) wrote:
Posted on January 6, 2009, updated July 3, 2010
I have ordered from Accents several times, and have receivded nothing but the most healthy, vigorous of plants! I ordered four plants last Friday, and got them today, Monday! Very quick. The plants are just beautiful, and as always, I am very happy with Accents. I will continue to do business with them and highly recommend them.
On July 3rd, 2010, Seaecho changed the rating from positive to neutral and added the following:
I have ordered from Accents off and on for several years and have always been happy. My most recent order arrived quickly, and although the plants were smaller than I've gotten from them in the past, they are healthy and very well packed, as usual.
However, a few months ago I ordered a Columnea Fujiyama from Accents. Since I hadn't had one before, I assumed it was the correct plant. A couple of months after I got it, it bloomed one bloom. I saw that it looked nothing like a Fujiyama bloom, so I posted it here, and was told it was indeed not a columnea, but some sort of x-Codonanthe. I looked at the link the person provided, and sure enough, they are correct. I was sent the wrong plant. Well, I like the plant, but did nevertheless want to let Accents know of their mistake, so I emailed them. I was very cordial, and told them that even though it was the wrong plant, I would still do business with them.
Well, I never even got a reply to my email. I had expected them to offer to send me the correct plant, or at LEAST to apologize for their mistake. I didn't get either one. Never even an acknowledgement of my email. I was very disappointed. I realize mistakes can be made, but I feel this was very bad business for them not to even bother to reply. Even though they have very reasonable prices and healthy plants, I'm not sure if I'll order from them again.On Jul 3, 2010, Accents for Home and Garden (Pepper's Greenhouse) responded with:
On Jan 5, 2009 10:26 PM, Accents for Home and Garden (Pepper's Greenhouse) added:
Thank You, We greatly appreciate your positive comments. It is a pleasure to serve you."
Posted on April 13, 2010, updated June 22, 2010
I ordered a wandering jew (zebrina pendula quadicolor). Took a reasonable amount of time, price and shipping was reasonable. Unfortunately, the plant wasn't what was pictured on website,this is why I am giving a neutral experience. The plant itself was a nice size and healthy looking. If it turns out to be a quadicolor I will update this feedback. I was contacted by the company and assured that it was a quadicolor though it looks like a regular zebrina. We will see.
On June 22nd, 2010, tishrh added the following:
As of June 22 2010- still looks like a regular zebrina. No color change or anything.
On May 15, 2009, green76thumb Radford, VA (Zone 7a) wrote:
I was very pleased at the beautiful, painstakingly packaged plants I received. The order was processed very quickly and the plants were nice sized and healthy. It was wonderful to find so many of the uncommon plants I was looking for in one place, since shipping is so expensive these days. The prices were great too!
HOWEVER, I can't leave a positive rating.
I was very disappointed to receive an email from PayPal (no communication from this seller) telling me that I had received a partial refund for an item that was not in stock. (Nice that they also refunded part of the shipping charge though.) This email was sent the day AFTER the order had shipped, thereby preventing me from having the option of cancelling the order. The plant that was not available was THE plant that I most wanted. (And there was no information as to whether this plant would be available again soon or not.)
Because of this, and now having read the negative feedback here, I am not sure if I will order from this vendor again. If I do, it will be with a lot of concern as to how the process will go.
I would not have these misgivings if the seller had just contacted me, before the order was shipped, to tell me the situation and give me the option of cancelling my order--and, in this case, I definitely would not have cancelled it.
On Apr 1, 2009, magnaastra Charleston, IL (Zone 6a) wrote:
I'm not sure I will order again, unless it's something I can't find anywhere else. I ordered several tender herbs from this company, which were shipped to my midwest location during a period of below-freezing temperatures and snow [which had been forecasted well before the actual shipping date]. Also, this shipper sent my plants later in the week, which meant that they were left in an unheated postal depot over a weekend. Some of the plants were DOA, while others showed very definite signs of lack of water/light/exposure to freezing temps, but I think with a little care those will pull through. The owner did tell me to ship the plants "I didn't want" back for a refund, but, by the time I pay shipping, it won't be much of a refund. Buy with caution.
On Apr 1, 2009, Accents for Home and Garden (Pepper's Greenhouse) responded with:
"On Apr 1, 2009 8:29 AM, Accents for Home and Garden (Pepper's Greenhouse) responded with:
When packed and shipped the 4-5 day forecast was above freezing, weather changed slightly to 28-30 degrees, the plants did not freeze, but some were dry. Offered the buyer to return plants that were damaged for a refund, which will include all costs returning to me. I am waiting for the plants."
On Aug 6, 2008, losmilagros Loxahatchee, FL wrote:
We order two Silver Dollar Eucalyptus ,come in perfect condition.But four Violets ,come packed the pots in from of each other and the soil, from both pot ,dried ,smash the plants inside.The plants are in pieces.Of course ,not refund or exchange.Another order are Congo cockatoo,where we have received back order,but when you going to the web site ,their show their have 28 in stock.(???????????)
On Aug 6, 2008, Accents for Home and Garden (Pepper's Greenhouse) responded with:
On Aug 8, 2008 11:02 PM, Accents for Home and Garden (Pepper's Greenhouse) added:
If you look closly to the inventory of Congo Cookatoo, you will find that is a (minus) figure (-28) showing that we are oversold by 28 plants. Our system will still take the order but it is showing you that you may have to wait or receive a refund. We strive to keep the numbers current, but with live plants, that can change daily as not all plants in a group are of shippable quality. If we feel the wait is long, we issue a refund."
eBay purchase. Recieved plant quickly. Nice plant. HOWEVER, there is no communication at all. I have e-mailed several times. All I wanted was feedback on eBay. It's been about a month, no feedback, no e-mail.
On Jul 14, 2005, susancva Culpeper, VA (Zone 7b) wrote:
You kinda have to take a chance on this nursery. I've ordered many times both on Ebay and from the online catalog. I've received beautiful plants as well as scraggly plants. They are fast and have the lowest shipping rates even if there is no communication whatsoever.
My most recent order had nice plants except one of my plants(spotted angel wing) looks nothing like the picture on the web. I did receive a nice Sophie Cecil begonia as well as 2 hoya plants.