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Comments regarding High Country Gardens

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484 positives
45 neutrals
69 negatives

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RatingAuthorContent
Negative cmartell
(1 review)
On Jun 2, 2014, cmartell Spokane, WA wrote:

I've used HCG for a year now. It started off as overpriced but decent. It has steadily declined to overpriced with low quality plants, nonexistent customer service, and slow shipping.

The plants themselves are hit or miss. Some are fine, others are totally dead with dry dirt spilled all over the box. They package the plants in boxes that are HUGE, so the plants are just bouncing around the box. They rubber band plastic bags over the base of the plant stems to keep the dirt in the pot, so oftentimes the stems are damaged or completely broken off. The plants themselves are pretty small. I can get a plant 5 times the size for half the price at a local nursery. Their prices are nothing to brag about, and I'm not even talking about the horrendous shipping.

My plant survival rate is about 50% from them. Often they are not salvagable after arriving bone dry and totally brown in the mail. They claim to offer a replacement, but from what I've experienced with their customer service, I don't want to even bother. Many that I bought and planted last spring did not survive the winter. They arrive so small and sickly that they can't get big enough and healthy enough by the time winter hits.

The last 4 times I've ordered I have not received a confirmation email. The last 3 times I have not received any shipping information whatsoever. I have NO Idea when to expect my stuff. If you email them, don't expect any kind of response. You can call but not on weekends or evenings. The order before last they took over a month to mail my Zeba root dip. No explanation or apologies or even a notification. I had to plant my grass plugs without it because the grass plugs had arrived dried out, and I couldn't sit around for weeks or months waiting around on them. I emailed but got ignored.

I stupidly ordered from them again because nobody local carries the grass I wanted. As of this writing, it has been 11 days since placing my order, and I've heard nothing. No confirmation email, no shipping info, no explanation as to where my $120 order is. I literally have no idea at all when my grass is coming in. It should have arrived days ago.

I won't be ordering from these guys again. I've never ordered from a business and not received a confirmation email and shipping info. The length of shipping time is also insane. Sometimes it's days later but other times it's months or weeks later. There's no rhyme or reason and they'll never communicate anything with you. My advice is to stick with your local nurseries. The prices and quality are LOTS better.


On Jun 2, 2014, High Country Gardens responded with:

"On Jun 3, 2014 10:04 AM, High Country Gardens responded with:

cmartell,

I'm sorry that you've had a frustrating experience with us. In looking at your order history, you've been a valued customer. I'll reach out via a direct email to address your concerns, but I did want to point out that during the spring busy season, are phones are staffed from 9 AM - 9 PM EST and Saturday's from 9-5. We trim those hours back in slower times. We also make every attempt to answer customer emails in 24 hours, but that can be delayed during the peak of the season. Finally, all of our orders generate an automatic order confirmation and shipping confirmation email. Unfortunately, often times those emails get hung up on spam filters, depending upon who your email provider is.

Thank you for your business and I look forward to connecting directly with you.

Sincerely, Ethan Platt, President | High Country Gardens"


Negative xuling
(2 reviews)
On Apr 26, 2014, xuling Windsor, CA (Zone 9b) wrote:

Posted on October 24, 2012, updated April 26, 2014
Posted on April 28, 2007, updated October 24, 2012
I have placed about 10 orders from HCG in the past 24 months, and have had nothing but specacular service and healthy plants. The packaging is without fault and they always arrive when requested. HCG get an "A" from me.


On October 24th, 2012, xuling changed the rating from positive to negative and added the following:

The mailing service has gone down hill. Three plants were ok but very small and the dirt was flying all over the box. The two cactus were a joke they were so small. I didn't even know one was in its containter because it was so small and the dirt was so loose that it covered the plant up. I replanted them immediately and cleaned them up. I am not ordering from HCG anymore. Xuling
On April 26th, 2014, xuling added the following:

Of the plants that I ordered in the above, ALL have died but the two cactus. The cactus actually are a little larger than my thumb now. They are going to live but are so small that I will never see them bloom. If it were possible I would give the company a Double Negative.
On Apr 26, 2014, High Country Gardens responded with:

"On Oct 25, 2012 9:24 AM, High Country Gardens responded with:

I am sorry to hear of your recent order. Please contact customer Service to process a claim. We do have a 100% guarantee and would like to rectify this for you.

Sincerely,
Victoria Peralta
Customer Service Supervisor
High Country Gardens
vperalta@highcountrygardens.com
1-800-925-9387 ext. 3023


On Apr 26, 2014 9:00 PM, High Country Gardens added:

Xuling,

Sorry to hear that the plants you bought in 2012 did not meet your expectations. As you have a long history with High Country, you know that we take great pride in supplying only the healthiest plants that are ready to thrive.

Please contact us and we'll certainly try and work out a resolution.

Sincerely,
Ethan Platt
President"


Negative corirusson
(2 reviews)
On Apr 22, 2014, corirusson Alpine, UT wrote:

Posted on December 20, 2007, updated April 22, 2014
I ordered three sets of paperwhites which were advertised as $19.99 + SH on their website. The items (#A0050 & A0066) were clearly marked as paperwhites in a hurricane vase. Two of the orders went through as planned but on the third one they charged me $65+. The next day I called customer service. What I had orderd was not listed on the acknowledgment so it took the rep a good five minutes to look it up. He then informed me that the $65 item was actually the item that included the vase and the $20 items were actually just bare bulbs and that it was my mistake. I rechecked the website and found the $20 items definately listed as coming with a vase. I'm not sure if the customer service here just doesn't know what they're talking about or if this is bait and switch. There was not clear pictures of the actual items on the website that I could find. Either way, I don't think I would order from this company again.


On April 22nd, 2014, corirusson added the following:

I ordered one of the pre-planned gardens. One of the plants was missing and also the map for planting.

I called customer service and they offered to email me the plan. Great ...but they only sent me the first page; still no planting instructions.

I called again and another rep told me they would email the second page right away.

Still no planting instructions. Still waiting and plants have been sitting for a week, waiting to be planted.
On Apr 22, 2014, High Country Gardens responded with:

"We apologize for any miscommunication. We immediately contacted with corirusson and processed a refund for the 2 additional vases including shipping and handling.

HCG Customer Service Staff


On Apr 23, 2014 11:21 AM, High Country Gardens added:

Corirusson, Sorry for the issues with your order. The 2nd page of the map was sent to you this morning - the rep didn't realize that it was 2 separated files. The replacement for your missing plant has been entered and will ship within the next few days.

Thanks for your business.

Ethan
"


Negative muckles13
(1 review)
On Oct 5, 2013, muckles13 Ault, CO wrote:

Received my bulb order last week. Four of the 12 of the one variety were unplantable: desiccated, broken. Not only that, they were in a very hard to open plastic bag. I had to hunt down scissors to open it. No plant labels with any of them either. I contacted the company the same day. They were to send out new bulbs that day "or the next." That was a week ago and I find out that they haven't even shipped. Plus when they do ship, it's coming from Vermont--clear on the other side of the country, while I live in Colorado. I do know they company was sold, but New Mexico is a bordering state, so to have things shipping from Vermont is stupid, plus I'm looking at a two week wait now. The order was supposed to come FedX, but they went to the post office, so that was yet another delay


On Oct 5, 2013, High Country Gardens responded with:

"On Oct 5, 2013 1:23 PM, High Country Gardens responded with:

Dear muckles13,

I'm sorry to hear that the bulbs did not meet your satisfaction. Just to clarify, High Country Gardens orders ship from our grower in Denver, so you should have had them immediately.

I will take a look into this today and reach out directly.

My apologies.

Sincerely,
Ethan Platt
President"


Negative Hypatiacat
(1 review)
On Jul 25, 2013, Hypatiacat Bisbee, AZ wrote:

I place a large order with this company sometime around March. I wanted time to get my plants in, and I needed to plant early. I was misled as to how soon they could or would ship my plants, and never quite given an exact answer as to when they would ship.

Later, I discover they don't even carry much of what is in their catalog, and so they just gave me credit (won't refund my money when it's entirely their fault they can't fill my order).

The plants, when they finally came, were no where close to the size or quality advertised. I tried all summer to find more of the same so I could at least use my credit, the plants did perk up with organic fertilizer.

They haven't had any hummingbird plants at all, all summer. I don't want to waste more time looking over item after item, page after page to find "item unavailable...".

This company needs to get its act together, update its catalog, and find some plants to sell.


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

"On Jul 25, 2013 4:12 PM, High Country Gardens responded with:

Hypatiacat,

Sorry for your negative experience this spring. As you can tell from the other posts we got over the last few months, it was a rough spring as High Country Gardens had closed in Nov and re-opened under our ownership in Feb. We had a host of system and inventory issues that lead to customer frustrations, like yours.

We are going to be putting our fall plant offerings live on the site next week. We needed time to fix the issues we experienced this spring and wanted to make sure that we would not be in a position to disappoint folks like you again.

I can assure you that American Meadows has an excellent reputation - we're frequently a Dave's Garden "Top 5" supplier and we are dedicated to fixing the kinds of issues you experienced.

Again, my apologies.

Ethan Platt
President | American Meadows"


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 "


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 "


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"


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 utahxericman
(1 review)
On May 24, 2013, utahxericman Provo, UT wrote:

Posted on May 17, 2013, updated May 24, 2013
Well I have ordered for years from High Country Gardens, I had good success with their plants and customer service, until recently. I had a replacement plant order that was going to be shipped to me in April. I waited for my plants to arrive as promised, they did not show up. I have basically had the same experience as Magnolia92. When the plants didn't arrive I e-mailed and callled them (tried to call them) as they never answer their telephone. I finally got a response from my e-mail saying that due to cold weather in Denver the plants haven't grown like they should and that I would receive my shipment two weeks later. Well it is now almost three weeks later and of course still no plants. As in the first case no one called/e-mailed me to let me know that my plants would not be shipped to me. HORRIBLE CUSTOMER SERVICE, if I can't make my promised dates of shipping I let my customers know. I don't rely on my customers to keep calling me and e-mailing me asking me where my order is. I communicate with them. Terrible service nothing but excuses as to why I am not receiving my plants.


On May 24th, 2013, utahxericman added the following:

Well more time has passed, finally received an e-mail stating that a plant was missing and that they would ship soon (whatever that means) have waited again this week, still no plants, still no phone call or e-mail saying I would get my plants this week, still no idea when I will get my plants. I am thinking about asking for my money back, I initially asked to get High country gardens credit for the plants they didn't have and then plant replacements on the ones they did, but I think I am wasting my time, and that I may have to eat the 100 dollars worth of plants. Nothing seems to be going right for them and the customer service after all these complaints hasn't improved a bit.
On May 24, 2013, High Country Gardens responded with:

"On May 17, 2013 11:38 AM, High Country Gardens responded with:

utahxericman,

You're correct in saying that there's no excuse for not providing better communication about order statuses. I can assure you that at American Meadows, we have both the people and systems to do just that. Unfortunately the systems we inherited from High Country have proven challenging. We have tried to send email updates where applicable and make out-bound calls as well. We have not been able to stay on top of everyone.

I apologize for the poor communication and can assure you that we are working around the clock to improve the situation.

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


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"


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"


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 "


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"


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"


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"


Negative 1345afge
(1 review)
On May 26, 2012, 1345afge Colorado Springs, CO wrote:

When I placed my order in March 2012, I requested 14 May 2012 shipment. I received confirmation in March, but I did not receive my order the week of 14 May. I sent two e-mails requesting status - no responses. I finally called a representative who indicated my shipment would be sent 28 May. I asked why I did not receive notification of the delay or responses to my two e-mails - the excuse was the company had implemented a new computer system (Why implement a new system during this time of year?). Also, many plants I ordered were not available. I requested cancellation of my order, and the representative said it would be done. However, I have not received an e-mail cancellation notice. I have been a customer for years and have placed many orders of $300+. Current customer service and communications are terrible. I want my order cancelled and a refund on my credit card. I also request a confirmation that my order will be cancelled. No more orders until you can win back my trust with timely responses, available plants, and much better customer service.


On May 26, 2012, High Country Gardens responded with:

"On May 26, 2012 12:07 PM, High Country Gardens responded with:

I understand your frustration in trying to get resolve. I apologize for any inconvenience. As you know this is not our norm and we are working to make sure the service you are use to with High County Gardens is restored. I would like to make sure your requests have been fulfilled. Please contact me by email or phone.

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


Negative flowerblue36
(1 review)
On May 26, 2012, flowerblue36 White City, UT wrote:

I have emailed the company twice and called due to not having received my order. No response to either email. The person I talked too on the phone stated my order would be made "priority" and would be sent next week. I still have not received my order. I have ordered from HCG before and never a problem like this.


On May 26, 2012, High Country Gardens responded with:

"On May 26, 2012 12:04 PM, High Country Gardens responded with:

I regret to hear of your recent experience and apologize for any inconvenience. Please contact me so I can look into this personally.

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


Negative sonias
(1 review)
On May 24, 2012, sonias Boulder, CO wrote:

I'm sorry to give this company a negative review, as I've used them for many years. Their plants are excellent, but their customer service is atrocious this year. I placed an order in January, assuming that would reserve the plants I wanted, especially since they charged my credit card right away. Come April, I only received 9 of the 14 plants I had ordered. Of the missing ones, 3 were listed as unavailable, but the other 2 had no explanation whatsoever. Since then, I have only recently been able to reach someone by phone, as I was always sent to a voicemail system that was full, and that representative said she needed to send my case to another dept. who would contact me (a week later, I've heard nothing). None of my emails (including to Victoria Peralta) has been answered. A credit has been issued to my account, but it is not the correct amount. Do I think this will all be straightened out in the end? Maybe. But I'll never get back the time and energy I've wasted on trying to figure this out and get an answer from them.


On May 24, 2012, High Country Gardens responded with:

"On May 24, 2012 3:46 PM, High Country Gardens responded with:

I am sorry to hear you have not had resolve in regards to your order questions. I do try and respond to all my emails and calls when I am in. I apologize if I did not respond to an email you sent. I would be glad to assist you. Seeing you have already emailed me can you please resend the email or it may be best to call me with your information.

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


Negative sunnybordergirl
(1 review)
On May 21, 2012, sunnybordergirl Hawesville, KY wrote:

I recently placed an order and requested an immediate ship date in an effort to receive my plants before an upcoming holiday. I received a confirmation of my order indicating my order would ship the date I requested. I expected to receive my order at least by the following Friday, however, the website didn't indicate how my order would be shipping so I placed a call. I was told that my order did not ship and would not ship until the the following Monday. The person wasn't really sure what happened and told me that they were located in another facility, however my order would ship on the following Monday. Today I called to make sure my order shipped and was advised that it was not going to ship AT ALL. I asked them why that no one e-mailed me or phoned me to let me know there was a problem either with my initial ship date or subsequently when they determined that my order was not going to be shipped. When I placed my order I provided my e-mail address and a telephone number in the event they would need to contact me. It is unacceptable customer service to just simply not contact me in any way (either e-mail or by phone) to let me know the status of my order. I was concerned when I saw the other negative reviews, however, I have had good experiences with HCG in the past - so I took a chance. However, after this experience I will certainly consider carefully other reviews because this became my own bad experience. Really a shame because I previously did have good experiences. An e-mail or phone call only takes a moment and certainly makes a difference for customer goodwill.


On May 21, 2012, High Country Gardens responded with:

"On May 22, 2012 4:48 PM, High Country Gardens responded with:

I appreciate you giving me the time to speak with you yesterday. We are working on making adjustments to make sure this does not occur again. My apologies for any inconvenience.

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


Negative Dekoffer
(1 review)
On Apr 28, 2012, Dekoffer Tuscola, TX wrote:

Two of my last three orders have been problematic. In my previous order, I ordered two 1 gallon plants that had obviously been transferred from 2 inch pots to gallon pots just prior to shipping. The root structure was just pitiful. In my most recent order, I decided to forgo gallon plants for 5 inch pots, but 2 of the plants had obviously just been transplanted to 5 inch pots from two inch pots. Plus, they left out two of my plants that I ordered and paid for. It was a large order and they did not include a packing list, so I can only assume they were hoping I wouldn't notice. Packing has also become increasingly shoddy over the past couple of months. Customer service has been helpful, but I expect them to get things right the first time. Make sure to take pics of plants if you have a problem. I wasn't offered a refund for one of the gallon plants because I went ahead and planted it without taking a pic. I wasn't asking for a full refund just the price difference between the gallon and 5 inch pots.


On Apr 28, 2012, High Country Gardens responded with:

"On May 1, 2012 1:59 PM, High Country Gardens responded with:

We appreciate your feedback and are looking into the issues you've brought up. We have a 100% guarantee and do not require photos for replacements or refunds. Please contact me directly to process a claim if this was not resolved. Toll free 1-877-811-2700 ext. 3023 or via email vperalta@highcountrygardens.com.

Sincerely,
Victoria Peralta
High Country Gardens
Customer Service Supervisor"


Negative CEH208
(1 review)
On Apr 24, 2012, CEH208 Eldorado at Santa Fe, NM wrote:

Plants received were poorly shipped/packaged. Several stems were broken but have been trying to salvage them. Plants did not have well developed root systems and were too young to be shipped out. I now have two plants that have completely died. Have emailed customer service for replacement 3 times with no response. Waited a week and tried calling customer service which went to a recording saying please leave a message, but the mail box is full. Sadly, I still have more plants ordered to be shipped this week, wishing it could be cancelled. I think the retail locations are fine, and I know problems occur in shipping, but the lack of prompt customer service means I won't be ordering again.


On Apr 24, 2012, High Country Gardens responded with:

"On Apr 24, 2012 12:34 PM, High Country Gardens responded with:

I am sorry to hear of your recent experience. We take great pride in our plants and customer service and want to fix this for you, as well as use your feedback to improve our service. Please contact me at your earliest convenience by email vperalta@highcountrygardens.com or direct at 1-877-811-2700 ext. 3023.

Sincerely,
Victoria Peralta
High Country Gardens
Customer Service Supervisor"


Negative Idiopath
(4 reviews)
On Mar 23, 2012, Idiopath Austin, TX wrote:

Posted on April 30, 2006, updated March 23, 2012
My plants arrived exactly when they were supposed to. They were safely packed, and arrived healthy. They were very small but all with healthy root systems. I planted them 4 days ago, and so far so good, despite having been alternately rained on and sun-scorched immediately after being transplanted. Only the healthiest and most tenacious of plants can survive springtime in Austin.


On March 23rd, 2012, Idiopath changed the rating from positive to negative and added the following:

Update: I ordered from them again last year (2011) and most of my plants arrived in terrible condition. They were so mushy and yellow I just threw them away. I contacted customer service, and received an email stating that a credit for those plants had been applied to my account. I was told that it would not expire, and I could use it at any time by simply mentioning it to the representative who took my order. I attempted to do this this past weekend. The rep was unable to find the credit.

Since then I've attempted to contact customer service several times, and have gotten zero response. I won't be ordering from HCG anymore. It's not worth risking my money and my time. I'm now out almost $50, plus the time I spent on hold, plus the time it took me to write all of those emails that have gone unanswered.
On Mar 23, 2012, High Country Gardens responded with:

"On Mar 23, 2012 9:14 AM, High Country Gardens responded with:

I regret to hear you were not able to get resolve. HCG credits do not expire. For your privacy I am not able to obtain your contact information through your post. Please contact me and I will be glad to assist you.

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


Negative XeriGardener
(1 review)
On Sep 20, 2011, XeriGardener Plano, TX wrote:

I was majorly disappointed with High Country Gardens after getting a personal referral on them from a local gardening friend.
I ordered $40 of plant stock and $10 of seed. High Country said they would pic the dates for shipping, this is always a bit of a problem as it requires you to be ready to receive the plants and get them situated the day they come in. But at least their order processing web site gives expected ship dates which seemed pretty cool.

The plants were shipped per their production and fullfillment dates, in the worst heat in the summer, via UPS, no doubt in trailers running 150 degrees inside or more. Three of 4 plants came in green but lost their leaves within 2 days of receipt while being kept inside in filtered light at a warm but not hot window location. The 4th plant came in August and it was still record breaking heat, and met with a slightly protracted fate as it took 5 days for it to expire. I can not for the life of me figure out why they sell plants to ship to Texas in the summer, and it humbles me for being so stupid as to do business with anyone who thinks that shipping plants via motorcarrier across west TX in June and August is a good idea. I guess I was sucked in by them knowing what ship dates were best.

I sent an email to customer service regarding my dissatisfaction with the fried plants, and it was returned by Rocque Ranaldi a Customer Service Representative of High Country Gardens with instructions on how I could drop my email on further receipt of catalogs by clicking on unsubscribe at the bottom of the message.

I have a suspicion that customer service is contracted out into India, based on a conversation I had on the phone, and terse the email response which did not seem to have a clue of the nature of the request and smacks of a poor linguistic connection.
I felt that a xeriscape supplier in NM was worth dealing with for my TX xeriscape settings as they had taken the time to categorize plants that would be good for my area, and I guess I just expected too much.

Even though the plants were listed for summer shipment, I was aghast that they would ship in this weather versus at least give me an option to take them later in the summer after the heat wave. To a large extent I can live with the lack of control on this kind of thing, and take it as a lesson learned. However, I feel that the customer service connection here is substandard, and I do not wish to participate with it. The good news is that while I am entering into the Xeriscape area I continue to be interested and that I am now seeking out a local company to do business with and set that as my standard. I don't care what it costs, its getting viable plants that I want, not to have my time and money wasted, borderline rudeness, not to mention frustration and disappointment. The later is not why I garden, and quite frankly, I am not used to experiencing it.

While I am VERY saddened to have seen the passing of Wayside Gardens and Park Seed. My experience here does nothing for the source company nor the industry, and really should not be tolerated.

I AM happy that they included this link in their customer response and I AM thankful for that as it gives me a wonderful community to exchange seeds and growing knowledge, so that alone may well have been worth the 50 bucks spent and lost on this order with High Country Gardens.


On Sep 20, 2011, High Country Gardens responded with:

"On Sep 20, 2011 1:26 PM, High Country Gardens responded with:

One of the things so many of our customers love is that we do give you the option to select your own ship week. Ship weeks can be changed if needed.

I would appreciate the opportunity to get a new order sent to you when the time is right for you.

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


Negative anitamacey
(2 reviews)
On Aug 31, 2011, anitamacey Atascadero, CA (Zone 8a) wrote:

Posted on July 26, 2011, updated August 31, 2011
Seems that High Country gardens has gotten way TOO BIG. They did not ship my plants as advised on my order. I finally managed to contact them by live chat and my plants are shipping a week late.
All phone lines are always busy for hours on end.
I have been a customer since they first opened to mail order back in the early 90's and I am VERY DISAPPOINTED.


On August 31st, 2011, anitamacey added the following:

One of my plants was to ship on Aug 22 2011. As yet I have not heard about the plant now has it been delivered.
They have wonderful plants but I will be ordering elsewhere.
On Aug 31, 2011, High Country Gardens responded with:

"On Aug 5, 2011 10:46 AM, High Country Gardens responded with:

Thank you for giving me the opportunity to work with you and address your concerns. As a result of your comment we have made positive changes in our customer service phone. I am glad we were able to immediately ship your plant order. We look forward to serving you in the future.

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


On Aug 31, 2011 12:31 PM, High Country Gardens added:


Please contact customer service at your earliest convenience as I see a package was delivered to you on August 24th.

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


Negative phdler
(22 reviews)
On Jul 25, 2011, phdler Homer, NY wrote:

Posted on July 14, 2010, updated July 25, 2011
We've been ordering from HCG for several years and were never disappointed until this year. Very sloppy packing caused many plants to arrive without dirt or labels. They were very good about replacing or crediting all of the ones that did not make it (which is why this is not a negative rating), and those were packed properly, but the overall quality of most their plants (including many of the replacements) is not as good as it has been in the past. Very disappointed. Maybe they've gotten too big or made some poor hiring decisions? Hope they get their act together soon. We miss the old HCG.


On July 25th, 2011, phdler changed the rating from neutral to negative and added the following:

Last year HCG was very good about replacing plants so I changed my original negative to a neutral and decided to give them another chance this spring.

BIG mistake.

The plants were well packed but arrived in very poor condition and one was very small and yellowed. We planted them carefully, hoping they would pick up -- some were planted with the same plant ordered from elsewhere. ALL of the HCG plants from this year have died while the same ones from elsewhere are thriving. In addition, four of their plants from last year did not survive. I will no longer order plants from HCG as I am far happier with my other sources.
On Jul 25, 2011, High Country Gardens responded with:

"On Jul 14, 2010 2:01 PM, High Country Gardens responded with:

We are glad you have already contacted customer service and have processed your claim. We appreciate your feedback and are looking into some of the process changes that took place this season. Most of our growing shipping crew has been with the company for multiple years and we take the same care as in the past. We strive to continue to be the leaders in plant quality, shipping and handling and offer the best customer service. Please feel free to contact me if you have any questions, comments or suggestions.

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


On Jul 26, 2011 10:24 AM, High Country Gardens added:

Many of the plants High Country Gardens carries are for arid (dry) conditions. We mark these plants for folks in rainy areas so if they purchase them they do not plant them in the same beds as moisture loving plants. High Country Gardens does have plant specialists available to assist with any questions or concerns. We welcome the opportunity to speak with you, as there are a few things that could have caused the yellowing of plants and we would like to explore some solutions with you.

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


Negative joefalkner
(4 reviews)
On Jun 24, 2011, joefalkner Gisela, AZ wrote:

I am sorry to say it, but the refund process is so difficult with this company that even though I have used them for several years, I no longer will.

I sent in two orders and they got one entirely wrong. I complained about it but they said they had sent the right plants. They were not in good condition and finally died. However the refund process requires so much information, and you can't put but 2 plants on a page that it is very cumbersome.

If they can make some changes to their process I'd be glad to use them again because they specialize in the type of plants I need. My yard is full of them, but I no longer can recommend the company.


On Jun 24, 2011, High Country Gardens responded with:

"On Jun 24, 2011 3:45 PM, High Country Gardens responded with:

We appreciate your feedback. We are constantly looking for ways to improve and will work to improve the online claim process in the near future. I see you did contact us for your claim and that it was processed today. Please feel free to contact me if you have any questions or additional feedback.

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


On Jun 30, 2011 3:28 PM, High Country Gardens added:

Customer Service and exceptional plant quality is what we strive for each and every day. Here at High Country Gardens we have taken your concern to heart in regards to the online claim form and have been working hard at making improvements. We hope you take a moment to see the improvements: http://www.highcountrygardens.com/claim/. If you find these changes satisfactory enough to update your post, it would be greatly appreciated. We look forward to your serving you in the future!

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


Negative ronmason
(4 reviews)
On Jun 15, 2011, ronmason Mason, TX wrote:

If this is their idea of customer service, I'll be moving on. I was trying to order a catalog for my niece, who has just moved to a new house in New Mexico and solicited my advice on landscaping. I immediately thought of High Country Gardens. Well, their site would not let me send the order because my email address was wrong. After three tries with three different emails, I gave up and called the catalog department. They don't deal with customers, so the call goes to a voice mail drop box. Then I tried customer service, with the same experience. Finally, I decided to call their store in Santa Fe. After making it through their mail tree, I was dropped into a voice mail box. I have better things to do with my time than play games.

Also there is something wrong with their website. All plants listed on the initial page are listed as $29.94, which is outrageous for what they are selling. When I went to the full description page for Echinacea purpurea Pow Wow 'Wild Berry', it is only $8.99.

Seems to be a once great company falling apart.


On Jun 15, 2011, High Country Gardens responded with:

"On Jun 15, 2011 2:43 PM, High Country Gardens responded with:

My apologies you were not able to place your order online. We are working on our website. Our call volume has been high today. Messages left with customer service are returned promptly. Please feel free to contact me if you would like to place an order or if you have any questions. Toll free 1-877-811-2700 ext. 3023.

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


Negative Cameronia
(1 review)
On Jun 2, 2011, Cameronia Milton, PA wrote:

My order was placed in April.. In late May, I inquired the status and learned it was "lost in hyperspace".. and that it would be shipped in June... That date has come and gone with no word and no response to two emails. In the meantime, I continue to get notices that I might buy the very items I paid for at 1/2 of the price.

Negative jsrider
(1 review)
On May 9, 2011, jsrider Cambridge, MA wrote:

I placed an order Friday morning. I paid extra for 2 day delivery. Day 1 = Saturday, Day 2 = Monday. I called today and found out that the store didn't receive the order until Saturday (even though the store is the website) and didn't send it out for delivery until today. So my 2 day delivery now becomes a 5 day delivery.

Explain this better so that people don't have an expectation of better service. It is unacceptable that an order isn't immediately forwarded to be filled after being placed online.


On May 9, 2011, High Country Gardens responded with:

"On May 9, 2011 4:04 PM, High Country Gardens responded with:

Thank you for placing your order. 2nd day means your plants are in transit two days. We received your order Friday, shipped out the very next business day which is Monday. UPS does not pick up or ship on weekends so we keep your plants fresh in our greenhouse rather than sit in a box over the weekend. All handled on schedule as we promised and your order will arrive Wednesday. Shipping information is available on our site under How we ship. Feel free to contact me if you have any questions.

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


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