Placed an order May 1, 2012. I had no contact from the company once I placed my order until I emailed them. Since I received my plant orders from other vendors that I ordered on the same day as this order, I emailed them on May 7th to find out the status of the order. I received a response that stated "Hello: We are just beginning to ship to your Zone. The weather has been a bit unreliable, and we need to make sure that they can ship safely.Thanks for your patience! Customer Support The Growers Exchange 888-829-6201" I thought that rather strange since other vendors had shipped my orders that were placed on the same day as this one, and I received them without issue.
I noticed on the website that at least one of my plants was listed as out of stock. So I emailed them again, "If my order has yet to ship, what is the status then of the plants that I ordered that at the time were in stock and are now showing on your website as "gone"?" To which I received this response, "Hello: If you were able to order them, then they were in stock at the time. Our inventory is pretty up to date. And, as I said, we are hopefully shipping to your Zone this week. Regards,Customer Support The Growers Exchange 888-829-6201"
I thought that response a bit snippy since in the original response no where does it say they were shipping that week, just that they were beginning to ship to my zone.
When I received the plants while they were healthy looking and packed well, they were all so root bound I had to cut them out of the plastic pots since I could not remove the pots without ripping off half the roots that were growing outside the bottom of the pots to the point that the drainage holes were almost fully filled in by roots.
All in all not the best experience with a vendor but not the worst. The do need to improve communication and customer service, in my opinion.
On May 12, 2012, The Growers Exchange (aka The Grower's Exchange) responded with:
"On May 16, 2012 10:48 AM, The Growers Exchange (aka The Grower's Exchange) responded with:
We truly appreciate your business and your comment about our healthy herbs. We are glad you were happy with the end result. I do apologize for any misunderstanding regarding our shipping process, and we'll work on being more accurate and responsive. Thank you for your patience and honest feedback."
I ordered a Eucalyptus "Silver Drop" and it's arrived in awful condition. The packing job was terrible, I've never before seen a company send live potted plants wrapped in newspaper, laid **on their sides** and buried in styrofoam packing peanuts.
Naturally, when I dug out the plant wreckage greeted my eyes. Half the dirt was in the newspaper instead of the pot, most of the roots were exposed and the plant looks like an elephant not only sat on it but also farted on it. Completely predictable.
I've contacted the company and will update my feedback once the situation is resolved.
On April 13th, 2007, girlndocs changed the rating from negative to neutral and added the following:
The Grower's exchange responded me the same day I complained, and by business time the next morning let me know a replacement would ship out to me ASAP. I appreciate their prompt response.
However, it left a bad taste in my mouth to have them tell me that the damage must be "in-transit damage", in other words FedEx's fault and not theirs. Sure, the damage occurred in transit -- but it clearly wouldn't have occurred with a different packing method, and FedEx doesn't do the packing.
So, I'm glad I was able to have this resolved so speedily and politely, but I'm not going to order from the Grower's Exchange again.On April 25th, 2007, girlndocs added the following:
The new plant arrived, in passable shape (smooshed-looking, but healthy).
Assuming they shipped last Monday as they told me they would, that means it spent 8 days in transit, and I don't understand why they charged me $7 for that when for the same price it could have been sent USPS priority and arrived in 3 or 4 days.