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Comments regarding High Country Gardens

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496 positives
46 neutrals
74 negatives

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RatingAuthorContent
Negative Ever_Blooming
(4 reviews)
On Jul 9, 2013, Ever_Blooming Camden, ME wrote:

I am a professional fine gardener who has been in business for 18 years with 10 employees. I've designed over 200 gardens and written a best-selling garden design book. I ordered 8 varieties of plants on May 2, 2013. I finally received half of the varieties on June 24, 2013, and most of the plants I did receive were dead. They had been frying in a hot box in transit for days without moisture, and they were crisp. I sent the company photos and suggestions about how better to pack the plants. They dithered (said the plants in the photos looked fine, for example) and justified their packaging system (no moist paper towels, no plastic bags, nothing substantial to even hold the soil in the pots, dry newsprint wadded around the plants in the box), and finally agreed to resend the worst ones. I received the new plants, which were also totally fried and packaged badly like the first ones. In addition, one of the plants had spider mites. I sent photos and they again justified their packaging system (they do not understand customer service, these people) and said they will refund part of what I paid. I will definitely never order from these people again. All that time I wasted taking and sending photos, plus they didn't even tell me they didn't have half the varieties I wanted until six weeks after I placed my order. Maybe the problem has to do with the company changing hands last February?


On Jul 9, 2013, High Country Gardens responded with:

"On Jul 11, 2013 9:50 AM, High Country Gardens responded with:

Dear Ever_Blooming,

I'm sorry that you had such a frustrating experience ordering from us this spring. Your original order was delayed due to the issues we had with the inventory and order processing system that we inherited when we took over High Country Gardens in February.

We have done lots and lots of shipping trials over the years and have discovered that when the weather gets warm, shipping in plastic (even with wet towels) literally cooks the plants. We've found that although the plants dry out, if you water them upon receipt, they'll usually bounce right back.

In looking at the notes in your order, I see that per your request, we refunded you for the plants that you were not satisfied with. Again, I'm sorry for the negative experience and wish you the best.

Ethan Platt
President
American Meadows | High Country Gardens "


Neutral debgar71
(3 reviews)
On Jul 4, 2013, debgar71 Granite Falls, NC wrote:

Just received our first order from High Country and it was complete as ordered and arrived on time. However, the packing definitely left something to be desired.
The plants were a little disappointing as to size and quality appearance. However, the root systems looked very good so therefore I wilI withhold final judgement until we see how they do.
On the same day we received our first order from another company and the packing and quality appearance of the plants was far superior (see Annie's Annuals rating). We will plant them on the same day and see how each do.

Positive BreeG
(1 review)
On Jun 29, 2013, BreeG Campion, CO wrote:

I placed a large (57 item order) online the evening of 06/21/13: all plants arrived on Saturday 06/29/13. I'd stumbled upon negative reviews on 06/23/13 on this site and emailed Ms. Victoria using the email provided in others' comments to inquire about my order since most of the recent reviews were very unflattering and received a response from her the next business day. She let me know of 18 varieties of plants I ordered only 1 was not available; I received credit for that set of items (confirmed pending via my credit card statement online) and was given a small credit toward future purchases as a goodwill gesture. Tracking information arrived via email as well as follow up from Ms. Victoria, at my request. Above and beyond this, I placed my order with $350 in gift certificates that had languished for several years and they were honored without any hesitation. Clearly if problems existed with the change in ownership they are smoothing them out - my recent order was virtually flawless: additional thanks to your great customer service representative! I am pleased to recommend HCG each time someone stops by to praise my landscaping and will continue to do so with confidence.


On Jun 29, 2013, High Country Gardens responded with:

"On Jul 1, 2013 5:17 PM, High Country Gardens responded with:

BreeG, Thank you, thank you for your kind words! As you can tell from the other posts, it's been a long spring for us as we've worked to keep High Country afloat. The good news is, we survived and the better news is that we will be back on track for fall with the kind of service and support High Country has been known for. Victoria and her team worked 'round the clock this spring and your words of encouragement are much appreciated.

Best, Ethan"


Neutral JulieBW
(4 reviews)
On Jun 8, 2013, JulieBW Geneseo, NY (Zone 5b) wrote:

Posted on May 17, 2013, updated June 8, 2013
I placed my order in March, requesting April 15 delivery. Nothing arrived, no notification received by me by that date. I did receive a response to the email I sent, stating that my order would be delivered later due to unexpected weather conditions. I later received a mass email, stating I would receive my order by May 13. I have still received nothing, and no notification regarding the status of my order. I did receive a $10 credit recently, but there was no explanation. I have now just sent another email about my order. UNACCEPTABLE.


On June 8th, 2013, JulieBW changed the rating from negative to neutral and added the following:

I have changed my rating from negative to neutral. I did finally receive my plants, and a refund for what was not available.
On Jun 8, 2013, High Country Gardens responded with:

"On May 17, 2013 3:55 PM, High Country Gardens responded with:

JulieBW,

So sorry for your negative experience. As I've told others below, we're doing our very best under difficult conditions. We're close to clearing our back-orders and crediting folks for any products that we can't deliver, but we're not quite there.

Again, so sorry for the negative experience.

Sincerely,
Ethan"


Negative ROSES_R_RED
(5 reviews)
On Jun 7, 2013, ROSES_R_RED Mount Bethel, PA (Zone 6a) wrote:

Posted on June 7, 2013, updated June 7, 2013
Ordered plants on 2/13/13. Shipping date was for 05.13/13. After many e mails, no answer and no plants.


On June 7th, 2013, ROSES_R_RED added the following:

I had no responses or information about my order until I posted here at Dave's Garden and only then did I get any attention or information. You never contacted me to tell me that you had no inventory on this plant until I posted HERE!
On Jun 7, 2013, High Country Gardens responded with:

"On Jun 7, 2013 8:24 AM, High Country Gardens responded with:

Dear Roses_R_Red,

We left you a message regarding the fact that the item you ordered is not available. I apologize as we've had issues this spring with our inventory system. We are happy to either ship the Ava in the fall, replace it with another item or credit your order.

Our customer service rep left his direct contact info.

I am truly sorry that it has taken this long to sort out your order. We've really struggled with the order processing and inventory systems we inherited when we took over High Country in Feb. We're working around the clock to both clean up our remaining spring issues and prepare our systems for a smoother route forward.

Thank you for your business & understanding.

Sincerely,
Ethan Platt
President
American Meadows | High Country Gardens"


Negative megs419
(1 review)
On Jun 6, 2013, megs419 Buda, TX wrote:

Posted on June 4, 2013, updated June 6, 2013
I placed an order in February for delivery the week of April 15th. It is now June 4th and I have not received my order. I understand that there were weather issues, transitional issues, and stock issues, and I certainly empathize having previously worked in a call center/customer service role myself. I have been in contact with different representatives at least once a week since my order was initially delayed. I have heard almost every time that my order would be delivered by the end of the week. They have already refunded my shipping, which I appreciate, but my order is now 2 months late. My front yard has been dug up and bare for 2 months, and daily highs are now in the 90s. I would like the plants that I ordered, especially since local garden centers have almost no inventory at this point. I tried calling today, but was sent directly to a voicemail that is no longer set up. I noticed the online chat function has been disabled on the website, and this morning I emailed a representative I have been working with and have not yet received a response (when normally he has been very prompt.) I am now concerned at my inability to reach anyone to find the current status of my order. I have tried to be patient and understanding, but this is just growing ridiculous. This is my first experience with HCG, and after this fiasco, I don't plan to ever order from them again, and to discourage anyone else from doing so.


On June 6th, 2013, megs419 added the following:

Ethan,
I really appreciate the effort you are making to reach out to the people on this review site, and I appreciate you taking a look into my issue.


On Jun 6, 2013, High Country Gardens responded with:

"On Jun 5, 2013 10:31 AM, High Country Gardens responded with:

megs419, There's no excuse for why your order has yet to ship. All I can tell you is that we've really struggled with the systems that we inherited when we took over High Country on Feb 1. I can see your order in the system, but I cannot explain why it doesn't print when we pull orders ready to ship.

In any event, we're working on it and I will reach out directly once I have a concrete answer.

My Apologies,
Ethan"


Negative streeterpl
(1 review)
On Jun 4, 2013, streeterpl Washington, IL wrote:

I placed an order May 12th and still have not recv'd my plants. They took my money right away though! I emailed them and got the response of it will ship next week, well I still have not recv'd my plants and my emails go unanswered. Very frustrated with this company! Not happy at all!!!


On Jun 4, 2013, High Country Gardens responded with:

"On Jun 5, 2013 9:44 AM, High Country Gardens responded with:

streeterpl, I'm sorry to see that your order was voided. After a very difficult transition this spring, we're going to be caught up on our order shipping by Tuesday. I hope that as we get High Country back up and running, we have a chance to re-earn your business in the future.

Best Wishes,
Ethan Platt
President"


Negative nmcclain
(1 review)
On Jun 3, 2013, nmcclain Denver, CO wrote:

Posted on May 24, 2013, updated June 3, 2013
Placed an order and did not receive confirmation for two days. No tracking or other info was provided by seller.Weeks later my order still has not been received and no updates have been received from seller.
Emails to seller have gone unanswered. Phone calls to customer service are not answered. (My calls are placed in a queue and then roll into a voicemail box after about 15 minutes on hold.) Live chat is always dead.
Truly appalling customer service.
Seller should stop accepting orders it will not fill.
I am initiating a charge-back on my credit card.


On June 3rd, 2013, nmcclain added the following:

In light of president's response, I was hopeful of receiving my order last week as promised. No such luck. Still waiting. Maybe this week?
On Jun 3, 2013, High Country Gardens responded with:

"On May 24, 2013 2:21 PM, High Country Gardens responded with:

Mr. McClain, sorry for your frustration. As you can see below, we're madly trying to stay on top of our orders, having taken over High Country on Feb 1. We're shipping hundreds of orders per day, but got behind partially due to the difficult weather you had in April and early May in Denver as well as issues with the inventory and order processing system we inherited.

Your order was placed on Saturday the 11th and is in the greenhouse for packing. It will deliver to you next week.

Again, or deepest apologies as we navigate this difficult transition.

Thanks for your understanding.
Ethan Platt
President "


Positive Garden_Blogger
(1 review)
On Jun 2, 2013, Garden_Blogger ADIN, CA wrote:

Posted on May 28, 2013, updated June 2, 2013
I placed an order in February and was instructed the lawn seed I ordered was unavailable. Customer service suggested that I wait until the seed was available and they would send it along with the plants I had ordered earlier. Many plants from that order have since been been sold out and I still haven't seen any part of the order.

I have left phone messages, sent several emails and have not heard back from anyone. I have bought plants from this company for years and had nothing but stellar customer service. The change of ownership is questioning my willingness to order again except I have a gift certificate I need to redeem. I noticed others are having the same experience. What is going on???


On June 2nd, 2013, Garden_Blogger changed the rating from negative to positive and added the following:

Ethan contacted me to express his concern regarding my order. He investigated the whereabouts of the order I had given over the phone to find it didn't exist.

Ethan has been very helpful in his attempt to remedy the situation and I appreciate his outreach. Given this, I will place my order again with High Country when the plants are once again available.

Thank you Ethan.
On Jun 2, 2013, High Country Gardens responded with:

"On May 28, 2013 9:13 PM, High Country Gardens responded with:

Garden_Blogger,

Our records show only one customer in Adin, CA and their orders have all shipped. I have sent you an email through Dave's Garden seeking more information.

Thank you,
Ethan"


Negative cbroas1
(1 review)
On May 30, 2013, cbroas1 Highfill, AR wrote:

I too am having problems with High Country Gardens. I placed an order (my first) in early May and still have not received it. I have sent 3 emails and left 2 voice mails. The first email was
responded to saying they were hoping to send my order for
receipt the following week, but that is the last correspondence I have had and obviously did not receive anything. I am very disappointed in the customer service, or rather the lack thereof, and am still waiting on a refund or response. I will contact the Garden Association and BBB next.


On May 30, 2013, High Country Gardens responded with:

"On May 30, 2013 6:32 PM, High Country Gardens responded with:

Please contact me and I will gladly assist you. We have been receiving a high volume of calls and emails and apologize it has been difficult reaching us.

Sincerely,
Victoria Peralta
vperalta@highcountrygardens.com

"


Negative Doanechilcoat
(1 review)
On May 30, 2013, Doanechilcoat Clive, IA wrote:

Since 2006 I've purchased from HCG 1-3 times a year. I've always been delighted in all respects. Plant quality, plant variety, service. A few years ago I was in Santa Fe and visited in person and was also impressed.

This spring I placed two orders, one in February and one in April. (Both orders were paid for when placed). Both are correctly visible on my account on their website (May 30th is today). The April order came as expected. The February one did not. I've twice called and been unable to speak to a person. I've emailed with no response. In short they took my money and gave me nothing.

Clearly based on the feedback on this site (super positive till this year, now very negative) and my own experience one must conclude the wheels have come off and this is no longer a reputable company. Taking someone's money and not giving them the product they bought is pretty inexcusable. Too bad - this was really a favorite of mine.


On May 30, 2013, High Country Gardens responded with:

"On May 30, 2013 6:25 PM, High Country Gardens responded with:

I do apologize you have not been able to reach us. We have been working to fill orders as quickly as possible but have run into some inventory issues along the way. As you know this is not the norm for HCG and we are working around the clock to get caught up. I would be more than glad to assist you with your order. Please do email me and I will resolve this for you.

Sincerely,
Victoria Peralta
vperalta@highcountrygardens.com"


Negative katoom
(1 review)
On May 29, 2013, katoom Aurora, CO wrote:

Tried contacting them about an issue with an order. They refused to answer several e-mails. Customer service never answers the phone. They used to be a good company but I will never buy from them again.


On May 29, 2013, High Country Gardens responded with:

"On May 29, 2013 3:22 PM, High Country Gardens responded with:

Katoom, I just sent you a d-mail seeking further information.

Thanks, Ethan"


Neutral growgirl53
(1 review)
On May 27, 2013, growgirl53 Carlisle, PA wrote:

Posted on May 22, 2013, updated May 27, 2013
Posted on May 22, 2013, updated May 22, 2013
I've bought from HCG for several years and always been very happy with plants and service. Didn't get a catalog this year, odd,(didn't know about the changes afoot) but I went online and ordered 6 plants in February (2013), ship date end of April. Called, then e-mailed when plants didn't arrive, delay due to weather problems understandable but they could have sent out a mass e-mail informing customers. Received order mid-May, only 3 plants in box, 2 decent small grass plants, one dried up little stem with 4 leaves supposed to be an Agastache, and a note on the invoice "subbed 3" for 3 other Agastaches I'd ordered that were now unavailable, but they apparently wrote that down and then forgot to pack the plants! So, I paid for 6 plants, have received 2 viable ones (both grasses), paid 15.00 to have the privilege of receiving those 2 little grasses floating around in a box with virtually no packaging inside so the soil was mostly out of the pots. Have sent three courteous e-mails, no response for 4 days now, no refund showing on my credit card, can't get anyone by phone, this is just a shameful way of doing business. Thought if I posted here, maybe I'd get a response from the company this way!


On May 22nd, 2013, growgirl53 added the following:

I'm a "positive" person, so I'd love to be able to change my rating for your company. Your response is appreciated, I will wait to hear from a customer service rep regarding resolution of the issues with my order, and I will be sure to update here with, I hope, the positive outcome.
On May 27th, 2013, growgirl53 changed the rating from negative to neutral and added the following:

I received replies from two HCG representatives immediately after I posted here and through personal e-mail, very cordial and helpful and the issues have now been resolved satisfactorily. I received a full refund posted to my credit card for the ordered plants I did not receive, as well as the Agastache in such poor condition, and I was pleased that the shipping was also refunded which I did not request but I find a very fair measure on HCG's part. I believe they are working very hard to "get on the right track" here, and will keep them on my list to watch with the hope I will be able to order from them with confidence sometime in the future. They carry plants I cannot find here in PA and have been a great source for my "xeric" efforts in my gardens.
On May 27, 2013, High Country Gardens responded with:

"On May 22, 2013 1:57 PM, High Country Gardens responded with:

growgirl53,

We're working through our emails and voicemails as quickly as possible in the order that they came in. We will reach out ASAP.

Thanks for you patience & understanding.

Ethan"


Neutral kbrehm
(5 reviews)
On May 26, 2013, kbrehm Red Bluff, CA wrote:

What a shame. I was going to place an order with this company but after reading the negative responses have changed my mind. I hope High Country gets their act together soon as plants and selection look fabulous.

Negative rugbycrumpet
(7 reviews)
On May 25, 2013, rugbycrumpet Sharon, MA (Zone 6a) wrote:

Posted on February 28, 2013, updated May 25, 2013
I've been buying perennial plants from High Country Garden for years. The plants are always well packed, have deep roots and just gorgeous upon arrival. I have killed quite a few of them (not the vendor's fault - it's my gardening inexperience) but HCG has the best plants and the best selection! I read that they have just been acquired by the American Meadow Company - I have just placed another order for this spring, let's hope they are still the same, great company.


On May 25th, 2013, rugbycrumpet changed the rating from positive to negative and added the following:

Obviously, I am seeing a trend here. This company is experience some serious issues with their fulfillment and shipping logistics as a result of the recent sale to American Meadows.

I purchased $200 worth of plants back in February with an expected shipment date of late-April. I did not receive anything by mid-May even though I received a shipping confirmation from their at end of April. Customer service took a week to respond to their emails. Online chat does not work.

I finally cancelled the order.

I am extremely disappointed with this transaction as High Country Gardens was one of, if not my favorite online nurseries in the past.


On May 25, 2013, High Country Gardens responded with:

"On May 25, 2013 12:46 PM, High Country Gardens responded with:

rugbycrumpet,

I'm sorry that we let you down. As you indicated in your original post, High Country has unique plant offerings that were too good to let die. We have (and continue to) do everything we possibly can to get orders out the door. It's obviously been a challenge, but I can assure you that the frustrations that some customers have experienced over the last several weeks will be a thing of the past as soon as we have the time to properly integrate our two organizations.

I sincerely hope that we have the chance to earn your business again in the future.

Sincerely,
Ethan Platt
President"


Negative ElsbethL
(1 review)
On May 23, 2013, ElsbethL wrote:

I placed my order with High Country Gardens in March. The plants didn't arrive when they were scheduled to. Then I received messages saying the order was held up by some plants. Then I got a couple of small refunds.
The bottom line is I still don't have my plants and I get no replies to my emails asking where they are. No one answers the phone. The chat line doesn't work.
I feel furious. They have my money and I have no plants. This is shabby work. I used to buy a lot from High Country. What on earth has happened to them?
I would like a company rep to either send my plants immediately or refund all my money plus compensation for the energy wasted and disappointment.


On May 23, 2013, High Country Gardens responded with:

"On May 23, 2013 8:05 PM, High Country Gardens responded with:

I do apologize for the delay with your order. Per my voice message this evening I have canceled your order per request and refunded you. Please feel free to contact me.

Sincerely,
Victoria Peralta
vperalta@highcountrygardens.com"


Neutral hardyinokc
(26 reviews)
On May 22, 2013, hardyinokc Oklahoma City, OK wrote:

Posted on October 25, 2012, updated May 22, 2013
Posted on July 20, 2012, updated October 25, 2012
Posted on June 14, 2012, updated July 20, 2012
Posted on June 11, 2012, updated June 14, 2012
Posted on June 11, 2012, updated June 11, 2012
Posted on June 11, 2012, updated June 11, 2012
Posted on May 29, 2012, updated June 11, 2012
Posted on July 23, 2010, updated May 29, 2012
Posted on July 23, 2010, updated July 23, 2010
Posted on July 12, 2010, updated July 23, 2010
Posted on July 2, 2010, updated July 12, 2010
Posted on April 12, 2010, updated July 2, 2010
Posted on April 12, 2010, updated April 12, 2010
Posted on April 12, 2010, updated April 12, 2010
Posted on April 9, 2010, updated April 12, 2010
Posted on March 9, 2005, updated April 9, 2010
A few years ago, I ordered 6 different ornamental grasses from this company. 6 plants arrived in fine condition; however, a year later, it became apparent that one of the grasses was not a grass I had ordered. They had sent me two of the same grasses, but I was not able to determine this til the grass bloomed. When I attempted to get a replacement grass for the duplicate they sent, I received absolutely NO help from their customer service. Since all 6 plants were labeled according to what my order had been, I had no way of knowing that one of them was labeled incorrectly til the year later when it finally bloomed. I have no problem with their quality of plants, but I have a BIG problem with their poor customer service and attitude.


On April 19th, 2005, hardyinokc changed the rating from negative to positive and added the following:

Customer service supervisor contacted me and offered to sent replacement plant. Was very friendly. Am looking forward to receiving the replacement grass. Customer service appears to have improved dramatically. Would definitely order from High Country Gardens again in the future.
On April 29th, 2005, hardyinokc changed the rating from positive to neutral and added the following:

My replacement plant arrived yesterday. It was a very healthy specimen and was well packed. The only problem is it was STILL not the correct plant; which is why I've changed my rating from "positive" to "neutral". I do appreciate their effort, but it would have been nice to receive the plant I was expecting.
On June 2nd, 2006, hardyinokc changed the rating from neutral to negative and added the following:

Well, I decided to try placing an order with HCG again. Big mistake. They sent my order in mid-April, but failed to send the plant I most wanted (ipomea leptophylla). Have spent the last 1 1/2 months attempting to find out when I might possibly recieve this plant, but to no avail. No one can tell me if it has or has not shipped, or when it might ship. I am very disappointed in HCG's lack of communication, and their customer service seems to have deteriorated. I do not understand why all of the communication has been up to me. They should be willing to let their paid customers know what is happening with their orders. Although their customer service reps have stated they would return my calls, I have yet to receive a single call from them.
On June 2nd, 2006, hardyinokc added the following:

Well, I decided to try placing an order with HCG again. Big mistake. They sent my order in mid-April, but failed to send the plant I most wanted (ipomea leptophylla). Have spent the last 1 1/2 months attempting to find out when I might possibly recieve this plant, but to no avail. No one can tell me if it has or has not shipped, or when it might ship. I am very disappointed in HCG's lack of communication, and their customer service seems to have deteriorated. I do not understand why all of the communication has been up to me. They should be willing to let their paid customers know what is happening with their orders. Although their customer service reps have stated they would return my calls, I have yet to receive a single call from them.
On June 29th, 2006, hardyinokc changed the rating from negative to positive and added the following:

I admit I have had some problems with HCG, but after receiving my most recent plant order (their end of spring shipping sale), I just HAD to change my rating. They may have some problems, but the quality of the plants just cannot be questioned in my opinion. The plants I received were well-packed for shipping, extremely healthy and definitely ready to be planted. Good Job HCG!!!!
On April 29th, 2008, hardyinokc added the following:

I ordered from HCG again this spring. My order arrived as scheduled, and all of the plants were in great shape. There was a small problem tho: 1 of the agaves I ordered had a ID tag with it that stated hardy to zone 8; on the HCG web-site when I placed the order, the web-site description stated this agave was hardy to zone 5. I called HCG to check which zone was correct for this plant. They apologized about the mess-up (the on-line description gave the wrong zone) & sent out a replacement plant almost immediately. I really appreciated their prompt attention to the situation. THANX & GOOD JOB!!!!
On April 2nd, 2009, hardyinokc added the following:

I placed an order early 2009. The order shipped/arrived as expected. All plants were well packed. In the HCG catalog, they frequently comment (and show pictures) about how well-rooted their plants are, but I think that only applies to the plants in the large 5" pots (they show pictures of well-developed root systems in the 5" pots ONLY). I had ordered a Yucca Radiosa; it arrived in the smaller 3" pot and had very little root system (it seemed to be a very small seedling with only three little leaves). I contacted HCG about the poorly rooted yucca; they responded, and sent me a replacement yucca. I have left the new yucca in the 3" pot because I'm afraid of what I'll find if I check out the roots. I am keeping the "Positive" rating because they did respond and send a replacement plant, but I must admit, I'm very hesitant to order anything from HCG that does not come in the 5" pots, as the smaller pots may or may not have well-developed root systems. I do appreciate the prompt response, good communication, and replacement plant.
On April 9th, 2010, hardyinokc changed the rating from positive to negative and added the following:

On 12-4-09, I placed an order for the Agave neomexicana "sunspot"; I ordered this extra early with the hopes that I would receive a nice-sized specimen. This was the only item I ordered because the catalog indicated that it came in the 5" deep pot. I received this plant yesterday (4-8-10); it did arrive on the correct week & it is alive, but I am greatly disappointed in the size of the plant (less than 2" across). I thought that the 5" pots would have well developed root systems. WRONG! Even though the agave did arrive in a 5" pot, it appeared that the plant had actually been grown in the small cactus pot & was transferred to the 5" pot just before being shipped. All of the root system was in the top inch of soil (why have the other 4 inches of soil in the pot if there are no roots in it?), and the root-ball was still shaped into the small square shape of the small cactus pot. I spent the extra money on this plant because it was supposed to have the well-developed root system that they claim all of the 5" pots have. NOT TRUE. Just because they state the plant comes in a 5" deep pot, do NOT expect the roots to be any better developed than if they were in the small cactus pots. I would really like to place another order with HCG because they do have some plants that I cannot find elsewhere, but this recent experience causes me to hesitate in placing further orders.
On April 12th, 2010, hardyinokc added the following:

I have emailed HCG customer service.....no response yet.
On April 12th, 2010, hardyinokc added the following:

3:26pm....2nd e-mail sent to customer service
On April 12th, 2010, hardyinokc changed the rating from negative to neutral and added the following:

Spoke with Victoria at HCG customer service. She offered to file a claim for a refund. Since the plant is actually still alive, I did not feel right expecting a refund. I just hope HCG improves their quality control to ensure that their plants are adequately rooted prior to being shipped out (ESPECIALLY their 5" Premium pots since they like to stress how well rooted the plants in Premium pots are supposed to be).
On July 2nd, 2010, hardyinokc added the following:

well, I've done it again.....I placed another order with HCG .... Hope I don't end up regretting it...I really hope the plants arrive well-rooted and in good shape.... will up-date after the plants arrive
On July 12th, 2010, hardyinokc changed the rating from neutral to positive and added the following:

Well I received my latest plant order on Friday, July 9th. Plants arrived well-packed and were healthy with nice root systems.
On July 23rd, 2010, hardyinokc changed the rating from positive to negative and added the following:

Well, I was afraid this was going to happen. On 4-9-10, I had left a comment about the tiny agave neomexicana "sunspot" I had recieved from HCG (the one with the practically non-existent root system in the so-called "premium" pot). After struggling for the past 3 months, the poor little thing died this week (exactly what I was expecting because of the lack of root system it had when it arrived). It cost me $15 plus shipping for this extremely tiny agave, & now it's dead. What a waste of money.
On July 23rd, 2010, hardyinokc changed the rating from negative to neutral and added the following:

Just got off the phone with HCG customer service. On 4-12-10, Victoria offered a refund, but I had declined the refund at that time because the plant was actually alive. Today, HCG informs me that a refund had been issued for that plant on 4-26-10. Last I knew, I had declined the refund offered on 4-12-10, but I guess they issued a refund anyway. It would have been nice if HCG could have notified me that a refund had been issued back in April; now I feel like a FOOL for calling today about a refund on a plant that they say has already been refunded. COMMUNICATE WITH YOUR CUSTOMERS PLEASE.
On May 29th, 2012, hardyinokc added the following:

Well, done it again...just placed another order with HCG. Guess we'll see what shape the plants arrive in...hoping they are better rooted that my previous orders.
On June 11th, 2012, hardyinokc changed the rating from neutral to negative and added the following:

well, when my most recent order arrived on 5-31-12, one plant had a pot full of roots & was very healthy; however, the other plant arrived droopy and completely wilted; upon removal from the "Premium" 5inch pot, the roots were all in the top inch of soil. I filled out the "Plant Claim" form on on the HCG site on 6-1-12 & received an answer back that same day that my replacement plant would ship on 6-4-12. Today, 6-11-12, I have not received my replacement plant (I really hope it hasn't spent a week in some post office or something...that certainly won't help the plant do well), & I have heard nothing more from HCG.
On June 11th, 2012, hardyinokc added the following:

Well, I just received an email from HCG which gives the tracking info for my initial order (which was delivered on 5-31-12) and indicates that 5-31-12 was the delivery date of the Replacement plant. How could 5-31-12 be the delivery date for the replacement plant when I did not submit the Claim Form for replacement until 6-1-12?. So, I guess my replacement plant STILL has not shipped (a week after HCG said it would ship).
On June 11th, 2012, hardyinokc changed the rating from negative to neutral and added the following:

Just received another email from HCG that states they are now shipping out the replacement plant. Hoping for the best!
On June 14th, 2012, hardyinokc changed the rating from neutral to positive and added the following:

My replacement arrived looking great! Just wish the initial plant had been this good so I would not have had to request a replacement.
On July 20th, 2012, hardyinokc added the following:

just received an order from HCG yesterday. 2 of the 3 plants were well-packaged and seemed healthy. the little cactus I received in this order had good color but did seem rather small & had lost most of the dirt around the very small root system.
On October 25th, 2012, hardyinokc added the following:

Received plant order yesterday...plant seemed to be healthy, but it appeared that FedEx had been very rough with the box during shipping; most of the dirt was out of the pot and the box was about half-smashed. Perhaps HCG should consider changing to UPS or something as FedEx seems to care less and less about how their packages arrive.
On May 22nd, 2013, hardyinokc changed the rating from positive to neutral and added the following:

remember when HCG was one of the top 30 companies? most of the feedbacks left since American Meadows took over have been negative...certainly makes me hesitant to order from HCG OR American Meadows...
On May 22, 2013, High Country Gardens responded with:

"On Apr 9, 2010 12:46 PM, High Country Gardens responded with:

Have you contacted Customer Service? We would like to help resolve this issue. Customer Service is available Monday through Friday 9am-5pm MST. You can contact us toll free 1-800-925-9387 or email plants@highcountrygardens.com.

Sincerely,
Victoria Peralta
Customer Service Supervisor
High Country Gardens
vperalta@highcountrygardens.com


On Apr 12, 2010 9:53 AM, High Country Gardens added:

I have searched the emails at plants@highcountrygardens.com and have not come across an email regarding the Agave. Please email me directly at vperalta@highcountrygardens.com and I can assist you.


On Apr 12, 2010 2:49 PM, High Country Gardens added:

As of 02:47pm MST I checked both my email vperalta@highcountrygardens.com and checked plants@highcountrygardens.com, I check the in-box and the spam box and did not find an email for you. To resolve this please contact me toll free 1-877-811-2700 ext. 3023.

Sincerely,
Victoria Peralta"


Negative pyperrose
(1 review)
On May 22, 2013, pyperrose Arlington, TN wrote:

I have been a long time customer of High Country Gardens and in the past received excellent service. This expereince has been the worst I have ever had with any company. I placed an order of numerous plants to be shipped the week of 4/22/2013. When it did not arrive I called the next week and received word that 1 plant was holding the order up but it would ship within the week. I have been trying numerous times since then by calling and sending emails and have yet to get hold of anyone or gotten a response to my emails. I feel that my money has been stolen and I will never see the plants I so wanted. I would not recommend anyone use this company


On May 22, 2013, High Country Gardens responded with:

"On May 22, 2013 1:09 PM, High Country Gardens responded with:

I am sorry to hear of your frustration. I would be glad to look into this for you. Please contact me and I will assist you with your order! I apologize for any inconvenience.

Sincerely,
Victoria Peralta
vperalta@highcountrygardens.com"


Negative dogdoc
(1 review)
On May 22, 2013, dogdoc San Diego, CA wrote:

In past years I have ordered from HCG and always been thrilled by the speed of shipping and quality of plants. Here is how it went down this year:

4/25/13 I ordered 9 Hymenoxys scaposa, for a 4/29 shipment.
Plants do not arrive.

5/6/13 I call customer service, am put on hold for 13 MINUTES before being kicked over to voicemail where I leave a message.
No one returns my call.

5/9/13 Repeat of the above.

5/15/13 Repeat of the above, except that I cannot leave a message because the voice mailbox is full

5/15/13 Tuesday Live chat is helpful and says that my plants are scheduled to ship that very week and are probably on their way

5/16/13 FedEx tracking says plants picked up by FedEx. This is THURSDAY, which means my plants will sit in shipping over the weekend

5/21/13 plants finally arrive. I ordered 9 plants, I receive 8 plants plus one empty pot (!!). Based on the customer service I have experienced so far, I am not optimistic about being refunded.

I am disappointed that the HCG that I once knew and loved over the years has changed so much for the worse. Sorry to say that I don't think I will be returning.


On May 22, 2013, High Country Gardens responded with:

"On May 22, 2013 10:48 AM, High Country Gardens responded with:

dogdoc,

So sorry to hear about your frustrating experience. As you can see from our recent comments, you're not alone. We are working around the clock to catch-up and stay on top of the spring demands. With High Country having been out of business from November - January, it's been extremely difficult getting everything back up to speed for the spring season.

I will be sure to have customer service reach out for a resolution on your order.

Thanks for your patience & understanding.

Ethan Platt
President"


Negative joimack6953
(5 reviews)
On May 18, 2013, joimack6953 Wheat Ridge, CO wrote:

Posted on May 10, 2013, updated May 18, 2013
Posted on April 15, 2011, updated May 10, 2013
Receiving my plants from HCG is always an exciting moment. This year I finally got to order their Salvia Pachyphylla as it's not recommended for fall planting in my zone. When I opened the box there was a warning about the Agastache but mine was beautiful and healthy. But my long awaited salvias were dry and wilted - so I watered them. They did not pick up over night so I e-mailed HCG for their advice. In less than an hour I had a reply from Maureen McCarthey, a customer service rep. She offered to mail me new plants next week. I'm really happy with the prompt reply, the offer to send me new plants and the fact that HCG stands behind it's products and it's word. Thank you!


On May 10th, 2013, joimack6953 changed the rating from positive to negative and added the following:

Well now it's May 2013. I ordered my plants early so the things I wanted would be available - about 80 plants. My shipment was supposed to arrive in April but due to the weather in Denver shipments were postponed. I was very happy about that. But now I am wondering if the plants I ordered and paid for are ever going to arrive. I was promised my plants would ship last week and when they didn't arrive was promised again they would definitely be here today. No, not today either. I've chatted live, left messages, received apologies through e-mail, waited on hold for customer service only to be transferred to a voice mail after 15 minutes and as a matter of fact I'm on a live chat right now with Locky and have not received any response from him for a good ten minutes. I was very sorry to hear HCG went bankrupt and joyful when I heard they had been acquired by American Meadows and would continue to offer plants that thrive in Colorado. But now I wonder if I will ever receive my plants and am very frustrated with the lack of customer service I am receiving.
On May 18th, 2013, joimack6953 added the following:

May 18, 2013 and still haven't received any of my plants. The entire front area of my home which was supposed to be transformed from grass to a prairie/native type garden is brown - full of the grass we allowed to die back to plant our new water wise garden. My neighbors are not amused nor am I. My order status on the HCG website is "in shipping", the president of the American Meadows replied my plants were at the Denver greenhouse preparing to be shipped. Maybe next week....
On May 18, 2013, High Country Gardens responded with:

"On May 10, 2013 4:38 PM, High Country Gardens responded with:

Dear joimack6953:

I sincerely apologize for your understandable frustrations. Having taken over High Country on February 1st on top of running our existing business has put a significant strain on our people and systems.

I can assure you that we are working around the clock to get all of our orders out. You order was held up by the system due to one plant not being available in the size that you ordered. Unfortunately, we're struggling with the system we inherited to put that level of detailed information in front of our overwhelmed customer service team.

The issue with your order was rectified several days ago and it has been sent to the greenhouse for preparation (it takes several days to properly stage the plants for shipping). You will see it next week.

Again, I'm sorry and thank you for your understanding, business and patience.

Sincerely,
Ethan Platt
President | American Meadows & High Country Gardens"


Negative magnolia92
(1 review)
On May 17, 2013, magnolia92 Greenville, NC wrote:

Posted on May 16, 2013, updated May 17, 2013
Residing in North Carolina, I was excited when I first learned that High Country Gardens had drought resistant plants. In October 2012, I ordered two Agastache Ava plants. I was pleased with the ordering process and received the plants in approximately ten days. When I opened the box, however, I was dismayed to see that one of the plants looked extremely healthy and one looked extremely sick. The written insert included with the plants said that even if a plant looked sickly it should be planted and it would sprout green leaves in a very short time. I did just that but, sadly, the sickly looking plant died so I emailed High Country to request a replacement plant. They were very apologetic and said they would indeed send me a replacement Agastache, but it would not ship until mid-April 2013. On April 17, 2013, I emailed them to see if the plant had shipped and if not, when it would be shipped. They responded by saying that Denver, where their shipping facility is located, had received a major snowstorm and the plant would be shipped on April 22nd. On April 24th, I emailed the company again to inquire as to whether or not the plant had shipped. I received an email from them which was exactly the same message I received on April 17th that shipping would resume on April 22nd (?) I emailed again on April 30th, and was told the plant was in the process of being shipped and I would be receiving a shipment notification “shortly”. On May 11th, having received neither the plant nor a shipping notification, I emailed them again. This time I was notified by High Country that, alas, the plant was out of stock. Needless to say, I am very upset with this situation and I feel that a plant ordered six months earlier should have been one of the first ones shipped out in April. I will not be ordering from High Country Gardens in the future and will certainly inform all my gardener friends to stay away from this deceptive company.


On May 17th, 2013, magnolia92 added the following:

TO: Ethan Platt, President, American Meadows / High Country Gardens

Thank you for your response to my complaint regarding High Country Gardens. I was indeed aware that American Meadows purchased High Country Gardens and I am empathetic to the problems your company is having with the inventory and ordering systems. However, as a customer, these issues mean relatively little to me and when I order from a company I expect to be treated honestly, fairly and not be placated with excuses. As for your Customer Service Reps doing the best they can, I am a CSR as well and CSR’s do not tell customers that they will do something and then not do it. It comes across as being unscrupulous and produces very unhappy customers.

Again, thank you for your response. I have emailed High Country that I will accept your offer to receive the replacement Agastache Ava this fall, although I have little hope that the plant will arrive and be in good health.

On May 17, 2013, High Country Gardens responded with:

"On May 16, 2013 8:43 AM, High Country Gardens responded with:

magnolia92,

I'm very sorry for your frustrations with your replacement order. As you may or may not be aware, High Country Gardens closed in November 2012, but reopened in February of this year under new ownership. It has been an extremely hectic spring as we have worked around the clock to get High Country back up and running. One of the biggest frustrations we've experienced has been inheriting their inventory and order processing system. Although the vast majority of our orders have shipped as promised, we have had some (like yours) that continue to give us trouble.

I can assure you that we have had no intent to deceive. Our customer service reps are doing the absolute best they can with the conflicting information our systems are providing. We will happily honor our guarantee and either credit you for your fall purchase or send you more Ava in the fall (Yeah, I know you've heard that before!). Please understand that it's been a crazy-hectic few months and we're doing all we can to stay on top of things.

Again, I apologize for your negative experience.

Sincerely,
Ethan Platt
President
American Meadows | High Country Gardens"


Positive desertrim53
(1 review)
On May 17, 2013, desertrim53 Union, OR wrote:

As a past and very satisfied customer of HCG, I was dismayed when learning that the store and online catalog were a thing of the past. Then great news, they were back, under new ownership (by passionate plant-people) and David was still going to be around to do what he does best, and loves. Plants. Isn't that why we are all here?
As with any transition things have not gone well, plant orders have been lost, inventory isn't there, etc. The possibilities are endless for playing the blame game but I would like to ask all of you this, please just be patient. They have an incredible staff trying to make sense of lost and unreliable things of the past. Many of which were out of their control. Again, please be patient. Things will be sorted out and HCG will once again be there for the plant lover in all of us. I have not been asked to say any of this but feel that HCG deserves the benefit of the doubt when they are struggling so dearly to make good on their word. My greatest dismay was hearing, when the president of the company called me personally to tell me what had happened to my order, "You are only the second person in two days that has been civil to me..." What a shame. What a dreadful shame...

Negative dserrano77
(1 review)
On May 17, 2013, dserrano77 Chapel Hill, NC wrote:

Posted on May 17, 2013, updated May 17, 2013
I have ordered from High Country Gardens in the past and been satisfied with their communication, updating/notifications, and plants. Based on these experiences I was expecting the same good experience with my order this spring (submitted 4/22/2013). Plants were supposed to ship the week of 5/5. At the end of that week I inquired about my order. I was told they would arrive the week of 5/14. They didn't. Then I started getting undocumented emails with reimbursements and credits that were not explained. I had to email to ask what all this reimbursing and crediting was all about. Turns out they discovered (about 3-4 weeks after the order was place) they actually didn't have most of the plants in my order (3 such events -- How does that happen??). I was then told that the plants would ship for delivery on 5/18. Then I was told they would ship the week of 5/20. At this point I called and spoke with their Customer service (who were nice but not too informative about what exactly was going on -- in their defense I don't see how they can since they are no longer at the propagation site). They confirmed that they are no longer growing plants at the santa-fe location and the propagation facility in Denver is having major problems.

I asked them in email to either overnight the plants to me at their expense so that they arrive by 5/18 as they had promised or cancel my order. I got a refund confirmation email with no apology and no additional info. I guess they chose to cancel the order . . .

This may be acquisition-related growing pains as american meadows representatives have claimed in defense, but boy are they botching this -- if they want to keep customers they need to do a better job than how they handled me.

Needless to say I won't be ordering from them again and have to give them a bad review. I hope other fans of xeric plants avoid my experience and go elsewhere for plants.


On May 17th, 2013, dserrano77 added the following:

In response to Ethan: Ethan, thanks for the note. I understand that that is the current line on why this is happening. What I don't understand is that if this is true, how come I didn't have problems in the past but have since the acquisition. This claim rings somewhat hollow. Thanks for bailing out HCG, and it may be a coordination issue, but HCG was fine before and a problem now -- so it can't be the system only.
On May 17, 2013, High Country Gardens responded with:

"On May 17, 2013 1:15 PM, High Country Gardens responded with:

dserrano77,

So sorry for your negative experience and specifically, our inability to get you timely and accurate info about your order. As I've indicated in other recent responses, we inherited a very cumbersome inventory and order processing system and are working around the clock to rectify the issues.

I sincerely apologize for the negative experience and assure you that we will once again get High Country back to exceeding customers' expectations.

Best Wishes,
Ethan "


Neutral glb360
(1 review)
On May 2, 2013, glb360 Grand Prairie, TX wrote:

Posted on October 4, 2011, updated May 2, 2013
This is my first time to order (10/2011) and I am very pleased. My order arrived quickly and accurately and gave me an alternate to the "big box" stores that have cleared their garden area to make room for their Holiday items. If I had to say something negatively I would comment that they offered a 15% discount less than a week after placing my order. I feel they probably knew about this at the time of my order. However, they are in the business to make money. I will order from them again.


On May 2nd, 2013, glb360 changed the rating from positive to neutral and added the following:

I placed an order on 2/21/13 that never arrived (was scheduled for 4/15). I emailed for status and was told they were having problems with their shipping facility in Denver and offered a refund which I accepted. While they were quick to respond to my inquiry in a courteous and professional manner, I will probably go elsewhere in the future. I hope the new owners will get their act together and bring HCG back to its former success.
On May 2, 2013, High Country Gardens responded with:

"On May 6, 2013 10:29 PM, High Country Gardens responded with:

glb360 -

Thanks for your business and honest feedback. As you may be aware, American Meadows acquired High Country Gardens earlier this year and faced a monumental task in getting everything ready for spring in an extremely short amount of time.

Without getting into all of the details, some of our spring orders were held up by a variety of reasons both in our control (unfamiliarity with HCG's order processing and inventory systems) and out of our control (the insane "spring" weather Denver's been experiencing). The bottom line is that we've failed to live up to our strict standards with some customers and for that, I'm truly sorry.

High Country Gardens has always been about unique, high-quality plants you can't find anywhere else. I can assure you that's still our mission, as is the desire to be one of the easiest companies to work with in our business. Please forgive us a few bumps as we transition from our fulfillment in New Mexico to Denver.

Best,
Ethan Platt
President | American Meadows / High Country Gardens "


Positive Guppycat
(1 review)
On Feb 20, 2013, Guppycat Eldorado at Santa Fe, NM wrote:

HCG is back!!!! I live in Santa Fe (HCG's former home) and I just ordered from them now that American Meadows has taken over.The person on live chat provided quick,knowledgeable answers about the transition, ordering on the new website was really easy, and the email acknowledging my order was in my inbox faster than I could click over there from the HCG site. The plants won't arrive until May, but I'm guessing they'll be fresh and healthy, just like my HCG orders in previous years. Now I can get those special "rock garden" plants I thought I'd never find again!

Positive carrielamont
(20 reviews)
On Feb 3, 2013, carrielamont Milton, MA (Zone 6a) wrote:

Posted on April 13, 2007, updated February 3, 2013
Just want to add this now while I'm thinking of it. My father, who lives across town from High Country Gardens, told me never to order from them, as all their plants are for dry climates, and I live in soggy Massachusetts. Well, he's not around to complain, and they were almost the only ones to have the hardy diascias I was looking for. The other vendor credits them with having first developed the diascia 'pink adobe'. Why would I order them from anyone else? I'll follow up with another rating when I actually have some experience wiith them.


On February 3rd, 2013, carrielamont added the following:

Reading the other current negative reviews is sad, since I've always had such positive feelings about this company. I was planning to order some Agastache for containers, since now we live in hot and dry; much closer to the intended home for these plants. D. 'Pink Adobe' is still doing well, as I recall. I hope spring shipping starts soon.
Positive shindagger
(4 reviews)
On Jan 18, 2013, shindagger Oklahoma City, OK wrote:

Posted on October 27, 2010, updated January 19, 2013
After years of looking at the plants at High Country Gardens, I finally placed an order for some native grasses no one else seems to sell. They just have so many hard to find plants. They are upfront about planting/climate conditions, stating what might not be suitable for different areas in the country and I think if you keep in mind that your climate may have drawbacks to planting low water plants you will not go wrong with this company.

My plants arrived in excellent condition and the packaging was impressive, with nice heavy boxes with inner protective lining and the plants were extremely fresh and well rooted.

I placed a second order for Los Lunas Sacaton, an exclusive strain of grass they carry, and the plants just arrived today. Again, excellent, well rooted, good sized plants that are in very deep pots. I can't wait to see how big these monsters really get.

I would definitely order from them again.


On January 18th, 2013, shindagger added the following:

Great News!

I just found out that High Country Gardens is going to continue to offer their mail order service. I am so glad to hear it because it saddened me to hear they were closing down. There are so few sources online for similar plants and they are nice to deal with.
Positive hckybreath
(1 review)
On Dec 27, 2012, hckybreath Keyport, NJ wrote:

Despite the number of comments, mostly positive, for High Country Gardens, and it's apparent demise; I feel compelled to add my own 2c
Visited the Santa Fe store at least twice in the last 6-7 years and ordered on line at least a dozen times; the last being October 2012 for spring bulbs; all plant materiel was in good shape
However beyond the actual goods they sold; the information on and development of unique plants was most valuable; and I believe important to a world and nation that is becoming ever more environmentally conscious. I purchased varieties of Jerusalem sage; Bethlehem sage; and Kashmerian sage; which they produced from it's discovery by Paneyoti K of Denver Botanic Gardens; I also tried the Digitalis obscura which they fully described as being native to Spain; but suitable for dry arid conditions;
So while the end of Santa Fe Gardens is the loss of an important resource, I hope we will hear again from David Salman and his associates about the important contributions they have made to 21st century horticulture..........................
Galewood Design Associates

Positive flying_squirrel
(9 reviews)
On Oct 7, 2012, flying_squirrel Priest River, ID (Zone 5b) wrote:

Posted on July 11, 2008, updated October 7, 2012
I am a gardener transplanted from the wet western side of the Cascade mountains to the northern Idaho mountains. In planning my landscape here I realized I needed to go with plants that like the hotter, dryer and just generally harsher conditions. After reading HCG catalog and seeing their good reviews, I decided to place a good sized order. A few of the plants looked weak on arrival but I planted them anyway. Of the 50 plus plants, only 2 died after 2 months of trying to coax them along. The rest have not only survived but are really starting to take off. I got a refund for the 2 that died, quickly and no quibbling. I look forward to ordering more plants in the future.


On October 7th, 2012, flying_squirrel added the following:

Recently placed a small order since a couple plants were on sale that I wanted. They arrived quickly, well packed and small but healthy.
Positive bethany_in_ct
(3 reviews)
On Sep 13, 2012, bethany_in_ct Hartford, CT wrote:

I ordered two sungold tomato plants from them fairly far into the season (June?). They arrived within the window they promised,and were quite tall and healthy when I took them out of the packaging. The tomatoes have produced abundantly all summer.

Positive PamelaNoyes
(1 review)
On Sep 9, 2012, PamelaNoyes Blanding, UT wrote:

Posted on March 30, 2012, updated September 9, 2012
I ordered 8 flats of legacy grass plugs, and one of the pre-planned gardens, as well as some planting supplies. The supplies came quickly. I ordered the grass and plants to come end of April. I was very nervous when I received the grass a month early. I called customer service and was quickly assured that the grass would be re-sent for the date I had chosen. Thank you High Country Gardens for being upstanding and helpful!


On September 9th, 2012, PamelaNoyes added the following:

So the grass never re-shipped, but they were so helpful and sent me a gift card to make up for the inconvenience. I have since ordered several more shipments. Some of the plants seem small, but all have flourished. Everything that I planted in the spring is large and blooming despite the dry year and me having a new baby so I neglected them.
Positive Sherry4819
(1 review)
On Aug 22, 2012, Sherry4819 Flagstaff, AZ wrote:

I love this company. I have never had a bad experience with shipping or with the health of the plants they have sent. EVERY ONE of the plants I have bought from them has thrived. I live at 7,000 ft. elevation and I have had quite a few mail order plants from other places that have gone into terminal shock. High Country plant are a great fit for my landscaping. My penstemons are so gorgeous right now with the monsoons going on - wish I could post some photos so you could see the High Country plant experience we're having here.

Neutral RedSpirals
(1 review)
On Jul 7, 2012, RedSpirals Tehama, CA wrote:

Our early experience was wonderful--product is great and arrives in good condition. However, we live in a small town without mail delivery, and because of this, we cannot convince High Country to ship to us, even though they have shipped to us before. They tried "correcting" the address on several orders without contacting us, sending our plants to the middle of nowhere. Customer service refuses to help because they cannot verify our address through the USPS.

Negative spicetail
(6 reviews)
On Jul 6, 2012, spicetail Mansfield, OH wrote:

plants i received this year either struggled or died, very little root system on them


On Jul 6, 2012, High Country Gardens responded with:

"On Jul 6, 2012 1:42 PM, High Country Gardens responded with:

High Country Gardens has a 100% guarantee. Please contact customer service and we will gladly process a claim for you!

Sincerely,
Victoria Peralta
Customer Service Supervisor
High Country Gardens
vperalta@highcountrygardens.com
1-800-925-9387"


Neutral trackinsand
(47 reviews)
On Jun 8, 2012, trackinsand mid central, FL (Zone 9a) wrote:

Posted on May 17, 2012, updated June 8, 2012
i hate to give negative feedback but here goes. i realize that HCG promotes xeri plants but it is my understanding (as a total Lilium newbie) that this particular plant should not be allowed to dry out completely.
these three Lilium punicums arrived bone dry and half out of their pots. the tiny 3" pots did have a rubber band on them which was supposed to hold the small piece of plastic over the top but since the plastic didn't even fit the pot properly, all the soil was out and loose in the box. these are a fairly tall plant (approx. 12") but the tops had obviously been cut off to fit the box. this means i won't have a chance of a summer flower this year from what i understand about Lilium.
these plants are an experiment for me in florida as i'm not sure they will like my climate. the shipping was reasonable
as were the plants themselves so i'm giving them a try.
had the box been longer but smaller in diameter and packed with just the least amount of cushioning so they weren't banging around loose in the box, i would have been a lot happier with this experience.


On June 8th, 2012, trackinsand added the following:

i wanted to update my experience with this company and their plants and i see that someone did respond to my neutral rating with an offer to replace. i wish i had seen this before now. one plant died a week ago and the other two look fairly decent so far. i expected it of the one plant since it was only hanging on to the pot by a thread (root).
i didn't keep my paperwork so i don't know if i can get a replacement or not but i'll try.
On Jun 8, 2012, High Country Gardens responded with:

"On May 20, 2012 11:02 AM, High Country Gardens responded with:

We appreciate your feedback! This has been passed on to our shipping department for training purposes. We would like to send you out replacements. Please contact me directly with your order and or customer number.

Sincerely,
Victoria Peralta
Customer Service Supervisor
High Country Gardens
vperalta@highcountrygardens.com
1-877-811-2700 ext. 3023


On Jun 9, 2012 10:23 AM, High Country Gardens added:

You don't need your paperwork, I can still process a claim for you. Please don't hesitate to contact me!

Sincerely,
Victoria Peralta
Customer Service Supervisor
High Country Gardens
vperalta@highcountrygardens.com
1-877-811-2700 ext. 3023"


Negative MBX5
(1 review)
On Jun 8, 2012, MBX5 Arvada, CO wrote:

I had the WORST experience with mail order ever! It all started with my order on 3/19/12 for the Sizzling Colors' Inferno Strip, Penstemon mexicali and Cold Hardy Mediterranean Garden. Not a huge order but still 360.00 worth of product. The ship date was In April and that's when it all went downhill! First the order showed up missing more than 20 plants and many looking bad. When I tried to call all you get is voice mail so I left a message and filled out the form with no response for a week and many more calls and emails. The lady on the phone said they would send the missing plants but not on my schedule which was kind of ok since I wanted them. Well I finally got the plants and then another order of inferno strip shows up. Not sure what to do I called again and filled out many many forms for 2 weeks with no call back. When I did get a support call I told them I gave the plants away as I had no room and they just sat around. I was told that was ok and they still had a few DOA plant to ship when stock came back in. Another week goes by and I come home to 5 more boxes on my porch! Another inferno stip and a few other plants. Back to calls and emails a week latter I get a person on the phone and she tells me they have charged me for 3 inferno strips along with a few other plants. Now I'm pissed and tell the lady to have a manager call me as she was the after hours call center. So again many calls,emails and weeks later still no response so I start calling the garden center not mail order store And got a cell phone number of a person high up at Highcountry. Even she couldn't get anyone to answer her. Finally 1.5 weeks latter she called back and said no charges are made for the extra flowers. I was also informed I would receive the DOA plants none of which to this day I received! This is an abbreviated version of all that took place but it doesn't seem that way. I will never order with them again or recommend any other people place orders with them.
Joe Barnas


On Jun 8, 2012, High Country Gardens responded with:

"On Jun 8, 2012 2:53 PM, High Country Gardens responded with:

I regret to hear you had difficulty reaching us in regards to your order. We have made changes to improve response time. I would like to look into what plants you are still missing. If you can please contact me directly toll free 1-877-811-2700 ext. 3023 or via email vperalta@highcountrygardens.com.

Sincerely,
Victoria Peralta
Customer Service Supervisor
High Country Gardens"


Positive FiremanDave
(3 reviews)
On Jun 3, 2012, FiremanDave Red Bluff, CA (Zone 9a) wrote:

Overall, good experience.
I order through HCG to obtain choice plants that are not available from local and regional garden centers in my area.
Two Important Notes:
First: plants seem to be shipped direct from the greenhouse so are not "Hardened off" to tolerate strong sunlight or temps. I would STRONGLY recommend that gardeners take CARE before planting out new purchases directly in the ground. My plants really needed some hardening off time before they are garden ready. So I introduced them to the sun slowly and watched for stress.
Second:Catalog and website often do not jive with availability. I had seen Prunus andersonii in the catalog but not online when I went to order. This has been true of several plants, that seem to not appear online.
I have visited the store in Santa Fe and loved the selection and the gardens and have chatted with David Salman personally. He is a fine plantsman.

Negative cscheids
(1 review)
On May 30, 2012, cscheids Colorado Springs, CO wrote:

Posted on May 25, 2012, updated May 30, 2012
Posted on May 2, 2012, updated May 25, 2012
I placed a $350 order with this company based on positive reviews. However, I had a change in my landscaping plans that necessitated my delaying an order I placed by two weeks. I attempted to contact customer service for over a week to request that my order be postponed and was never able to get help. I emailed the company several times with no response, was never able to get anyone to answer the phone, was rerouted to a voicemail box that was perpetually full, and the only "live" person I spoke with was a live chat who said they would postpone the order but did not. I received an email from the company stating that my order was on the way!!! Great now I have a bunch of plants that will likely die because I'm not able to plant them. I will never order from this company again or recommend them to anyone.


On May 25th, 2012, cscheids added the following:

Interesting…..I get no response from the company via all their advertised means of contact (voice, email, online chat), yet the same day I complain in this forum I get a response. To follow up, I finally got a voicemail message from a gentleman representing the company on the day the order shipped, saying that they would return the order and resend it to be received on May 19th. Nothing arrived. I contacted the company on Monday morning the 21st to see what had happened, the person I spoke to was not able to help and said a supervisor would be in contact with me within ONE TO TWO WEEKS…. ridiculous. I called again on the 24th and left another message and later in the day got a call from the same gentleman assuring me that the order was going to be shipped for arrival at the end of the day Friday the 25th. It's after 7pm and nothing has arrived. Don't waste your time or money with this company. I'll be doing everything I can to get the charges on my credit card reversed.
On May 30th, 2012, cscheids added the following:

I was contacted by a customer service rep over the weekend who assured me my order would arrive by Weds the 30th….and it did! But, while I was expecting healthy, thriving plants, instead I got two medium sized boxes with things in it that I would scarcely call such, more like seedlings, if that. Two leaves on a stem does not make a plant and the grasses I bought are about 3 inches tall and dead already. If this were my product I would be totally embarrassed by the quality. I really wish I would have spent my money on plants from Home Depot or Lowe's, for the same price or cheaper I would have gotten things that I can actually use. Ah well, lesson learned.
On May 30, 2012, High Country Gardens responded with:

"On May 2, 2012 1:37 PM, High Country Gardens responded with:

I am sorry to hear of your recent experience and would like to look into your order for you personally. Please send me your order information so assist you. Toll free 1-877-811-2700 ext. 3023 or email vperalta@highcountrygardens.com.

Sincerely,
Victoria Peralta
High Country Gardens
Customer Service Supervisor


On May 26, 2012 12:03 PM, High Country Gardens added:

Thank you for giving me the time to work with you today. I will follow up with you on Tuesday! I appreciate your patience and apologize for any inconvenience.

Sincerely,
Victoria Peralta
Customer Service Supervisor
High Country Gardens
vperalta@highcountrygardens.com
1-877-811-2700 ext. 3023"


Negative grjunc
(1 review)
On May 27, 2012, grjunc Fruita, CO wrote:

I have ordered from this company for years, as they sell plants that do well in my part of the country, and I generally have been very pleased with the plants and the customer service. This year has been an entirely different experience. On February 7, 2012, I ordered over $300 worth of plants from them. I received a portion of the plants shipped on the agreed ship date, April 24, 2012. Half of the shipment was in fine condition, the other plants included were barely breaking dormancy and were tentative at best. On the enclosed packing slip I was then advised another portion of my order had been cancelled and another part of the order had been delayed to ship May 7. May 7 came and went without notification of shipment, and after emailing and calling several times, I finally connected with a live person who told me this portion of my order had been cancelled as well. In the meantime, the plants in the received order that were barely alive had died. Essentially, I received one quarter of my order. In short, this had been my go to source for plants for my area; however, I'm not sure I will order from them again.


On May 27, 2012, High Country Gardens responded with:

"On May 28, 2012 10:11 AM, High Country Gardens responded with:

I am sorry to hear of your recent order experience. We have made some changes this season which we are trying to iron out. Please contact me directly to resolve the shipment received.

Sincerely,
Victoria Peralta
Customer Service Supervisor
High Country Gardens
vperalta@highcountrygardens.com
1-877-811-2700 ext. 3023"


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