On Mar 11, 2015, reeve1 Plano, TX (Zone 8b) wrote:
Posted on February 27, 2015, updated March 11, 2015
UNBELIEVABLE! I live in Dallas, TX and I receive their catalog in January and I got their weekly emails. I placed an ordered last week ($173.90, $71.00 of this was SHIPPING COST!!). It\'s snowing here, as can be seen on the National Weather service or anyone in the nursery business that actually checks the weather before blindly shipping live Zone 9-10 plants, and it has been bad weather for more than a week. This is the time of year we get this weather, every year! Yet, they blindly shipped my entire order without a second thought. What responsible company does this? I am at their total mercy and I paid $71.00 for this type of service? Even beginner gardeners know that Zone 9-10 plants will die when shipped in weather below 40 degrees. Cindy, the supervisor, even admitted that the average weather is 37 degrees in my area at this time of year, which still would not be sufficient to ship the plants I ordered, and prives that they ship blindly without consideration for a customer\'s order or taking proper precautions that it might arrive safely. Once they have your money, it\'s your responsibility! This is just not right. Apparently, that\'s too much to ask for them to put 2+2 together or take any responsibility.
Normally, you receive a catalog, you place the order and you rely on the EXPERTISE of the company to ship the order at the proper time for planting in your area. They are the experts! These people don\'t understand this concept that the rest of the world has been ordering under for the past 100 years. When I called to get help, they immediately began putting the blame on ME. It shocked me!! Their idea of \"working with me\" is to give me a gift card for half the cost, not even a refund! One of the Baby Blue Eyes was battered and broken off at the base. It\'s likely this was done during packing before they closed the box, as there should be box damage if it was done during transit, but the box is fine.
Beware when ordering from these people. Any warranty expires upon receipt of payment! You can get their plants cheaper elsewhere and from much friendlier and more responsible people who actually care how a customer\'s order is received and will take time to communicate with you. They said there is a box to check when ordering on the date to ship, but this should be their responsibility, not a beginner gardeners! I guess I just expected more professionalism from a company who is supposed to be the experts and know better. They seem to live in their own world in their part of Zone 9 California without consideration or respect for anyone else who gardens in other parts of the country! This is just not right. I\'m done with any more ordering from them with their over-inflated, one-type shipping and will be reporting my experience with them on every garden site I am a member, as well as any that I\'m not!
On March 11th, 2015, reeve1 added the following:
The appalling things is that I've talked to you twice on the phone to try to resolve this. Both times, before even fully understanding my issue, your people began throwing rather lame and unwarranted comments about it being my fault. Some of them didn't even apply, such as, "If it is snowing here, did I have a place to receive them?" and after stating that no one ships tender perennials and annuals when the weather at the destination is below 40. Your supervisor confirmed that our national average temperature at the time of shipping was 37. The actual temperature was 25 and snowing, as indicated by the National Weather service. Further, shipping from California to Texas, or any place for that matter, does not mean the shipment travels as the crow flies. FedEx's hub is Memphis TN, and there are other northern (frozen) cities that these would travel. When I spent $100 on plants and $71 on shipping, I expect your expertise to hold the shipment, particularly when you were already holding the order because some of the plants you were selling were "not ready- too small." You condemned the plants to certain death, then only offered half of the order total, not including shipping. This amounts to 1/6 of the total for me to order the plants again and to actually receive what I should have in the first place. You are no friend to gardeners, but operate in your own bubble, and take no responsibility for your own blatant failures. So, now it's a problem with the website? Does this mean, regardless of whether it's snowing again, you will ship an order without consideration and without responsibility for killing the entire order. BUYER'S BEWARE!!!On Mar 11, 2015, Annie's Annuals and Perennials responded with:
"On Mar 3, 2015 3:28 PM, Annie\'s Annuals and Perennials responded with:
We would like to apologize for the disappointment you felt with your last order with us. We try very hard to explain on our website and in our catalog that we grow and ship plants anywhere in the continental US, year-round. We are not set up to ship in windows or by zone - so the ship date you choose really is the date we will send out your order. Due to the seasonality of many of the plants we grow and limited on-site space, we cannot hold orders. So, while we make every effort to try and catch orders due to go out to areas suffering extreme cold or heat, the sheer volume of orders this time of year sometimes means that one or two shipments may inadvertently slip through the cracks.
For that, we apologize and would like the opportunity to make things right. Please give us a call at 1.888.266.4370 so we can address your concerns.
In the meantime, we will be making changes to our shopping cart emphasizing our shipping policies to try and prevent frustration like yours from happening in the future. "
On Feb 4, 2015, maureennn Beverly Hills, CA wrote:
I was so excited to see the wonderful and different plants in Annie's inventory , even though most of the ones I wanted were not in stock but that was OK. And even though they are expensive that was OK too, and even though the plants are tiny tiny tiny , that would be also be OK if they grew. I did order from them twice and both times one plant was half eaten by something (I called right away but they advised me to wait it out) and more than half of my orders did not make it in my yard within a few weeks. I DID call Annie's twice for help, of course it was my fault, too much water, too little water, not enough sun, too much sun, whatever..... It has been a while now and only one plant survived sofar, that plant cost me over $100. I live in Southern California and am still looking for a GREAT nursery .
On Feb 4, 2015, Annie's Annuals and Perennials responded with:
"On Mar 3, 2015 3:25 PM, Annie\'s Annuals and Perennials responded with:
We are also disappointed to hear your plants did not make it - or failed to thrive after arrival. We guarantee plants arrive in excellent shape and ready to go in the ground. If you were unhappy for any reason, please drop us a line and give us a chance to fix the problem. We are always happy to help! 888.266.4370"
On Dec 31, 2014, momlady Maple Falls, WA (Zone 6a) wrote:
Because I live in a "colder" climate (zone 7) I cannot take advantage of the plants that sell out quickly. Here's why:
The problem is that they won't hold my order until the correct planting time for my zone. So, if I make an order for plants that are in stock at the time of ordering, by the time they fill my order, they have run out of the plants.
Previous years, I ordered early but had them shipped at the correct time for my zone. I didn't the get the popular plants in my order because they were gone.
This year, I ordered them early and had them shipped early (way too early for planting out) in order to make sure they were in stock. (I got all the plants I ordered! A first! So far, so good.) They even helpfully called me the expected date of arrival to say that I was going to get receipt of the plants that day, and suggested that I get them in the ground that same day. When I said they weren't going to be planted for a month, the caller sounded absolutely flabbergasted. She warned me about how bad it was for the plants to be held before planting and told me I should have them sent later.
I explained to her that if I request the correct delivery date for planting in my zone, the plants are out of stock by then. I asked if I could place a "hold" on plants in my order if I paid in full up front, but she said they won't do that. They simply fill the orders at shipping time regardless of when they are ordered, and when they run out, they run out.
Anyway, I kept my plants in the house for a month and some were fine, but many were struggling by then. The struggling ones took a big hit and didn't bounce back in time to bloom much or even look nice.
So, keeping them inside isn't the solution, and It's too frustrating to order really interesting, unusual plants and have them unavailable by my correct shipping time.
I have decided to give Annie's a pass in the future. If you are below zone 9 I think you will have similar problems.
First of all, I've had more plants die that I've purchased from their website than any other - and I've purchased from a hundred different nurseries featured in Dave's Garden. I am in a harsh climate and the plants are too small and shallowly rooted to long survive the shock of transplant.
And let's not even go into how many of their plants are OUT if stock, let's concentrate in the "in stock" ones. I received a notice that a plant I'd been waiting YEARS for was in stock. I go to the website - it shows as in stock - and order it. A week later, when the plants SHOULD have been shipped and if already dug the holes and prepped for planting, I receive an email that they don't have it, that I'll be notified when they do, with no indication as to when that might be.
Why did I get an email that a plant was available that wasn't? Why did it take a WEEK to let me know? Why isn't the website kept up to date.
It is no surprise to me they've received more negative than positive reviews this month. I hope Garden Watchdog revisits their positive stance toward Annie's Annuals.
I've placed an order for 4 plants almost a week ago.I received the box today (I'm in California).My complaint is about the lack of confirmation email after I've placed the order and inability to check the status of my order online.There is no link to account history or order status.One plant was not shipped and on the attached bill it just says"Item backordered,plant too small to ship". I wish I knew that before, so I could have ordered it from someone else. I don't know when and how will they send the plant ,there is no information .
Email link on their page is not working so I've sent them the email through Dave's garden. Also left the message on their phone, but no response yet. They have nice plants and I always try to buy plants and seeds from small nurseries that pride themselves in healthy production,but sometimes those nurseries fails because of bad business management practice.
On Jun 5, 2014, Annie's Annuals and Perennials responded with:
"On Jun 6, 2014 3:28 PM, Annie's Annuals and Perennials responded with:
Hi Sanya: Thank you for your feedback. We do send a confirmation email out for every order placed, although sometimes we find they are blocked by certain ISPs or accidentally delivered to spam, depending on differing security settings. For that, we apologize!
We've given you a call today, as well as an email to discuss your backordered item and when it will ship.
We've checked out the email link and it seems to be working fine, now. We're very sorry you had a difficult time getting in touch with us, but please do give us a call and we will be very happy to sort everything out! 1.888.266.4370."
On May 25, 2014, HouseofFlowers ROSLINDALE, MA wrote:
Posted on May 21, 2014, updated May 25, 2014
First, I want to say that I love the plant selection available at Annies and have been drooling over the selection she has for over a year. I order most of my plants by mail. My problem is that my plants were not packaged well. I ordered 4 plants and most of the dirt was out of the pot for 3 of them so they were suffering pretty bad by the time I got the package. The 4th plant was completely decimated, broken off at the base of the stem and I had to dig through the dirt to find it. I tried to plant them all anyway hoping that maybe the root system will push something new up but I do not think that will happen. I am really bummed-- there were other plants that I really wanted but after paying such a significant shipping fee, I expect the plants to at least be healthy.
On May 25th, 2014, HouseofFlowers added the following:
I've had my plants for less than a week, they arrived in terrible condition and a second plant has proved itself to be too damaged to survive. That is 50% of my order dead and unusable. (The other two plants seem to be okay.) On May 25, 2014, Annie's Annuals and Perennials responded with:
"On May 27, 2014 4:04 PM, Annie's Annuals and Perennials responded with:
Hi HouseofFlowers: Thank you for your feedback! We are very sad to hear your plants did not arrive in good shape and that some did not make it once planted. Please, please give us a call. We do not hesitate to replace plants that arrive damaged in the shipping process, as our shipping guarantee states. Even though we strive to pack and ship with the utmost care, sometimes the journey across the country can be very rough as boxes are transferred from truck to plane to truck again. I am sure we can help! 1.888.266.4370"
My parents love the place and took me there with them (I am an adult and it's obvious).
The people who worked there focused on my parents, so I had no help with in finding or choosing their vegetables and decided to give up on trying to figure out their fruit selection. Both selections were pretty bad, but the worst was their spotlight selection of passion fruits.
They listed three varieties and mentioned only one had fruit that could safely be eaten, but didn't mention the name. I had to deduce that the variety that mentioned fruit on the tag (barely) was the right one. I asked for help from the person who had just finished talking to my dad about flowers and he had no idea. I asked if there was someone else who would and he said he doubted it.
I pointed out the price, even on sale, was a bit high, but my dad said it was because these were quality plants. Yet just after putting the plants in a sunny spot (it was early August) and watering them my fig dropped its leaves, my basil and onions bolted. My oregano is still sorry-looking (It's the end of March), my remaining onion hasn't grown even a tiny bulb, and my passion flower hasn't grown even a leaf nub.
The only thing that did well was my chives, thyme, sage, and a pepper plant. No peppers, though it was said to be the right size and age to grow them and there's peppers all over my neighbor's pepper of the same species.
We are also disappointed to hear your plants did not make it! We guarantee plants arrive in excellent shape and ready to go in the ground. If you were unhappy for any reason, please drop us a line and give us a chance to fix the problem. We are always happy to help! 888.266.4370
On Mar 28, 2013, FlaFlower Titusville, FL (Zone 9b) wrote:
HOLY SMOKES!!! Did you see the shipping charges???
"New & Improved" Bahhhh...what a joke!! To the east coast, Florida specifically for me.
1-4 plants $25.95??? Really??? Hello a medium size priority box only cost $12.35 to ship and the PO gives you the box and tracking is included,
(that's retail for us it's LESS for companies shipping)...
HOW exactly do you explain and justify another $13.60 extra in costs?
For 1-4 plants this is what you pay extra for each plant just for shipping alone:
Order just 1 plant your charged $25.95 plus the plant cost.
There plants average about $7.00 each, is that one plant worth $32.95...it's a 4 inch pot!!!
Order 4 plants that $6.49 for each plant extra, just in shipping! Remember this doesn't include the cost of the plant just the shipping charges!
Add just one more plant and your shipping goes up ANOTHER WHOOPING $4.00?!?! REALLY???
No, no, no, no, NOOO That is highway robbery.
Funny if you live in California, the priority shipping charge is the same threw USPS but Annies only charges them $1.60 extra.
Can you imagine $46.00 shipping charge on 9-12 plants?
That's between $5.10 and $3.83 EXTRA over and above the cost of each plant...there is a huge difference in $16.85 to 45.95 JUSTIFY $29.00 extra? For shipping? Come on!!!
Large priority box provided by PO retail price is only (wait for it) $16.85 Still far less than your 1-4 small order plant rate of $25.95!!
Gasp...I won't do it, I'm sure there is some EXCUSE for the horrific charges but to tell you the truth it cost the same labor to box them and ship them to the next county, as it does to box them going across the country...the labor is the same, the packaging is the same and shipping rates are LESS for commercial shipping accounts...Are you willing to pay that extreme amount for a plant you can get someplace else? Most likely larger than a 4 inch pot with reasonable (YES, reasonable shipping rates) I'm looking else where!!
On Mar 28, 2013, Annie's Annuals and Perennials responded with:
The actual cost of shipping 4 plants via 2nd day air to a Miami, Dade
address is $22 and rates outside of metropolitan areas are higher. We charge $25.95. That $3.95 allows us to pay for the box, the inserts and the labor to get the plants to you. On large orders, often the cost of shipping exceeds the actual cost charged to the customer.
We have extensively test shipped via ground delivery and other methods
and have determined that 2nd day air East of the Rockies is absolutely the best way to transport our plants so they arrive in excellent and disappointment free condition. Is it cheap? No, Do they arrive in great
shape, ready to go in the ground and thrive? Yes. And if they do arrive
damaged for whatever reason, we'll replace them.
Posted on April 19, 2012, updated April 25, 2012
Posted on April 18, 2012, updated April 19, 2012
Posted on April 17, 2012, updated April 18, 2012
On April 4 I ordered 2 Lathyrus odoratus and 2 Agrostemma gigatho. I got a confirmation email immediately saying that I would get my plants on April 12.
April 12 came and went. I sent a polite email on the afternoon of the 13th asking where my plants were, and I got NO RESPONSE. I sent another email on the 15th and that email got NO RESPONSE. I sent a final ANGRY email on the 17th with the subject line "Seriously, what the hell?" and I gave Annie's 6 hours to respond before calling them.
When I called them they just gave me a pile of weak excuses. Apparently what happened is that the Lathyrus sold out by the time I placed my order. I understand that they're running a busy operation there and these things happen, but they NEVER sent me any indication of what was going on. I would have been understanding, but by giving me 13 days to prepare my plant beds, BUILD TRELLISES, and wait for my plants, I am now really angry.
When I said that I had sent three emails, the manager said that she gets hundreds of emails every day, and she just can't POSSIBLY read and respond to all of them!
The manager said that a LOT of people had ordered the Lathyrus when it was sold out, and so I got the impression from her that a bunch of people were left in my same situation.
So they have the staff to put on a giant party last weekend, but they don't have the staff to actually ship plants, respond to emails, or notify people that plants that they've been expecting in the mail for two weeks are sold out?!?!?!
She finally offered to send me the Agrostemma, which is the ABSOLUTE LEAST she could have possibly done. She wasn't even apologetic about the whole situation. The whole tone I got from her is that I was the one at fault.
It's going to be 90 degrees here on Friday and I'm going to be out of town all weekend. THIS IS WHY I WANTED MY PLANTS LAST WEEK. I would expect a professional nursery to understand that in the springtime people need their plants right around the time they order them, and not weeks and weeks later. Annie's, unfortunately, does not seem to be a professional organization. A professional organization would have a mechanism in place for telling me that the plants I ordered were sold out within a day or two of my ordering them, instead of leaving me hanging for weeks on end. I know that the nursery industry is full of flaky hippies, but seriously, how does a business get that big with no responsible people at the helm?
I've spent hundreds of dollars there in the past, but I'm never spending another dime on a company that gives such terrible customer care.
On April 18th, 2012, XemaSab added the following:
They called back today and said that they were going to ship ALL the plants that I ordered and it would be free of charge.
They were very apologetic, and that goes a long way with me.
I'm going to leave my original negative rating because I shouldn't have had to get shirty with them. On April 19th, 2012, XemaSab added the following:
So the plants arrived today. When I got the box, I reflected to myself that perhaps I had been too harsh with my original review. I was pretty angry when I wrote it, and time (and beer) had mellowed me out a bit.
I opened the box, and they had sent four Lathyrus, which was nice of them. All four plants look healthy and happy. That's the good news.
The bad news is that there were two Cerinthe major and no Agrostemma. There was also a packing slip in there saying that I'd been charged $35.19 (the original cost of my order). On a hunch, I called the bank and Annie's had deducted $10.62.
I called Annie's and they were very nice and very apologetic, but when I asked how they had managed to send the wrong plants, the woman was like "Well, these things happen." Apparently, given Annie's high rating on Dave's Garden, these things don't just happen. Also, she said that the $10.62 was some kind of hold and it would be refunded, but I'm not holding my breath for that one.
The other day when I posted my original review, I was really angry, but now I am just baffled and depressed. It's not even about the $10.62 or me not getting my plants. I mean, I want my plants and I want my $10.62, but it's more the principle of the thing.
The first thing that they promised me after they screwed up my original order was that they would send me my plants. Later, they promised me that it would be free. Neither of these things has happened.
Part of why I was so irritated the other day is that I really want to like Annie's. I love shopping there, their plant selection is to die for, the display beds are amazing, and I've even been to one of their spring parties and had a great time. Going to their nursery is like a special treat for me. I'm just saddened that they are having trouble with my order. I know a $35, 4-plant order is probably a small order for them, but if they can't get a simple order right, how can I expect them to get a larger order right?
All in all, I feel personally let down. On April 25th, 2012, XemaSab added the following:
Thanks for the apology, Annie. It means a lot.
I got the correct plants and they look happy and healthy.
Next time I want plants from you, it's probably easier to just come into the nursery, get my plants, and go about my business.
I understand your frustration and disappointment and agree that none of these errors should have happened in the first place. It is unacceptable that we did not promptly reply to your emails and fix the problem at the outset. I take personal responsibility for our lapse in customer service; excuses and inability to ship the plants you ordered when you wanted them. As for sending the wrong plants a second time – I deeply apologize. The correct plants are on their way to you today.
The $10.62 authorization of your credit card was an error on our part, and the money was never deducted from your account. Still, I acknowledge that the charge was both confusing and upsetting.
I have met with my mailorder team and made sure we addressed each and every one of the concerns mentioned in your post. Every order placed with us is important to me, whether it’s one plant or 100 and I hope you’ll give us another chance to do it right in the future.
Annie’s Annuals and Perennials
unfortunately i have had problems with annies plants dying within a couple of days. they were nice enough to send a gift certificate of $20. out of 2 orders total 15 plants, i have 3 that survived. i am not an inexperienced gardener and have plants from numerous companies that have done great. sorry but no more annies for me.
On Mar 17, 2007, timfoss445 Linden, MI (Zone 5a) wrote:
California to Michigan... $28 dollars for shipping of one impatien that I wanted for my collection. Are you kidding me! I have sent almost 60 lbs of scuba equipment to California and it was a little over 30 bucks. In the words of Mr. Jackson, Annie are you OK? Are you OK Annie? I wont support that kind of business and neither should you. Maybe if there mail order drops off they will get the hint and stop slamming people with rediculous shipping charges.
I called and notified them that the directions on the website came up "page not found" Happens all the time.
Then on a Friday I downloaded the plants I wanted from their "available list" and drove two hours the following Saturday (next day) to Annies. Lots of plants, apparently all they sell are 4" pots though. (Read on)
A lot of the plants are seedlings. Sorry but I don't feel that you should be having seedlings on the floor for purchase.
After going through, out of my list of 4 "must have" plants, I could only find one (Remember I downloaded it the day before). I went up to a sales person and asked for help. The woman looked at me and said, "Let me explain to you, how to use this book" I felt attitude coming from her, but it may have been frustration. Of course her book showed the plants I was interested in "out of stock". Hate to drive 2 hours for "out of stock".
I had picked up a gallon pot, from a table, it was among other gallon pots and 4" pots. I couldn't find a price. I was told (this time my friend noticed attitude) that they don't sell the larger pots, if they did the price would be written on it. Like I'd know that? I found a few 4" pots unlabelled so how was I supposed to know?
To top it all off, I didn't notice this, but they take out the labels when you leave. So you best know what you bought, since they are not labelled now. I bought two bulbs...the foliage looks the same. I have no idea which one is which now.
I don't plan on going back or ordering on line from them.
This was at Annie's Annuals in Richmond, not another nursery carrying the plants.
On Jul 13, 2004, Annie's Annuals and Perennials responded with:
"I am responding to the latest negative review of Annie's Annuals:
I am surprised and perplexed by this person's review . I communicated with this woman by e-mail and clearly explained:
#1 We are a primarily a "grower nursery" located in an urban area without the luxury of many acres of space ,and so of course we have seedlings as well as 2 acres of full sized 4" plants in excellent health.
# 2 We were moving our website to a new server that day and our directions to the nursery were down on that one day . Our phone # is listed on the website and she called and easily got complete directions .
# 3 I update the online availability list every week . It is impossible to update the availability each moment a customer comes in a buys all of a particular plant . It is always a good idea to call ahead and have a nursery hold a "must have" plant for you.
#4 We NEVER take plant ID tags out of plants . Since the largest percentage of our business is wholesale we tag only half of our plants for retail customers . Sometimes customers neglect to pick the plants which are tagged for them .We are always glad to go retrieve tags for them or handwrite them for customers if a customer asks . I am sure this customer selected untagged plants and neglected to notice, and then made the assumption we took out the tags.
#5 We have no gallon pots of plants in our nursery . We only carry 4" plants. We do have sample pots ( 3 gallons & up) for folks to see full grown plant in bloom or to demonstrate pretty plant combinations . My employee explained to this customer that this was a sample pot only.
We strive hard to provide friendly knowlegable service to our customers and receive many e-mails from gardeners who love Annie's Annuals and the service we provide . Lastly , I'm perplexed, because I communicated directly with this customer and she seemed quite satisfied with the explanations I offered to clear up the confusion .
I emailed Annie's Annuals saying that I was very interested in purchasing C. carinatum 'Court Jesters' seeds. That was over two months ago. They never responded.
On Apr 17, 2004, Annie's Annuals and Perennials responded with:
"Annie's Annuals does not sell seeds and nowhere on the website does it state that. I'm sorry, but I get hundreds of e-mails a week , especially from February through June and its almost impossible to get to the e-mail requests for items we don't even offer. I will create a form letter to respond to requests for things we don't sell, and hopefully it will prevent the disappointment of non-response from us."