2017ginger Shaftsbury, VT (2 reviews) May 19, 2019
Posted on May 8, 2019, updated May 19, 2019
On May 19th, 2019, 2017ginger added the following:
(This is my email to customer service) Good morning- A package was delivered (left on my porch) on Saturday. I'm not even sure if this is the 'complete order', as the status of the order is still saying 'open'. I have not opened the package, I am refusing this order /package (I had cancelled, as I stated over the phone with XXXX on 2 May, yet it miraculously shipped that day, all of the sudden). I have been checking my order status daily and there has never been a 'shipping' status. Nor was there ever an email sent out to me regarding when my order shipped (as your website stated it would do)
Well...This order is still in 'not yet complete' status as of today at 4:30am. This order has been nothing but a complete run around for me, giving me anxiety and stress. Needless to say, I am very disappointed and will be refusing and sending your package back to you today and expect to be 'cheerfully refunded'
Have a nice day, Thank you, Mrs. Griffin
I am sorry this ordering process has been stressful for you. I see your complete order was shipped on May 1. Should you wish to return your order, the item cost will be refunded to your credit card upon return to the Customer Service Office. Please let me know if I can be of further assistance.
Thank you for contacting White Flower Farm.
(My thoughts) How could my order be shipped out on 1 May, when I was informed on 2 May by XXXX via phone conversation that my order was still incomplete. I was told that my order could not canceled and that I could refuse it. So I refused it, without opening it. I received my $200 plus dollars back but not the $44.00 charged for their shipping and the money charged for taxes (for such a small package) what a ripoff... Company representative comment on May 20, 2019: On May 20, 2019 12:54 PM, White Flower Farm responded with:
Dear Mrs. Griffin,
I sincerely apologize for the error in only refunding you for the product. I have issued a full refund on the tax & shipping/handling to your credit card. You should have received a separate email earlier today regarding this refund. Your order was on "ship status" being prepped for shipment on 5/1. Once an order is in ship status, unfortunately, we are unable to make any modifications to it. Your order status online should now reflect a "completed" transaction.
I ordered a few select annuals that arrived today, everything looked quite happy and healthy upon unpacking. White Flower Farm is always a great source for gardening inspiration, I love their selection, but they are definitely pricey. I find that paying more for plants helps to ensure that you get what you want, without unwanted outcomes such as new diseases for your garden. Plus a guarantee on the plants you purchased. It's worth the extra money, especially for gardeners with small gardens. I will definitely order more hard to find goodies from them in the future! Thanks!
As a gardener from the northeast transplanted to Texas, I would like to share my compliments for WFF. I miss my visits to their beautiful garden in Litchfield, which is worth the trip for anyone venturing through the area. My garden in CT was bountiful with many WFF plants. Their plants were of the highest quality. I can't wait to receive my next spring shipment in Texas!
Ves Buffalo, NY (Zone 5b) (13 reviews) December 14, 2017
White Flower Farm has fabulous delphiniums. They might be comparatively more expensive than elsewhere, but are absolutely worth it. It was my first order from them, delph. bloomed fairly quickly and rebloomed during the summer. Stunning color and form. I've already ordered more for next year. Great shipping and packaging too.
Expensive bulbs and shipping for tulip Bulbs! Only ordered bulbs that I couldn't find elsewhere. The bulbs were plump though. Second time ordering.
Mylena1 Cliff Island, ME (12 reviews) July 6, 2017
For the first time I ordered two hydrangeas from this company and I was amazed at what I got. The plants were big and healthy, and I even divided one bush into two. After planting the hydrangeas immediately started to bloom - all three of them. I was also amazed at the choice of hydrangeas this company has. I will order here again. THANK YOU!
I placed an order with this company on May 4, they charged my credit card on May 5 for almost $70.00 and I still have not received a shipping notice, as of today it still says "processing". I have called them twice and they will not give me a shipping date. I have long ago received all of my other shipments from other companies except White Flower Farm, I hope the plants arrive before it gets too hot here in my zone 6b location but I am very worried and hate the stress this causing me!Company representative comment on May 24, 2017: On May 24, 2017 12:06 PM, White Flower Farm responded with:
I am so sorry that your order hasn't shipped yet. I am unable to locate your account with the information provided in this review. However, I am here to help you. Please call me directly at 860-496-9624, extension 6506.
I wish you could leave a review somewhere between neutral and positive. I want to LOVE White Flower Farm (oh that catalog!), but I only like them. The positives: good selection, especially of perennials that can be hard to find elsewhere; stuff ships when they say it will and at appropriate time for planting; good performance of some plants. The negatives: high prices; small plant sizes; and occasional poor plant performance. So I have kind of figured out over the years what I can and can't buy from them. I won't do shrubs anymore after I was sent a lilac twig that died and I won't do daylilies as places that specialize in these flowers are superior for that. I do turn to WFF for perennials I can't find elsewhere, just knowing the cost will be high, the plants will be small, and my husband will say, "You spent $200 for THAT!" But they are plants and will grow. The iris I planted from WFF last year are gorgeous--the stars of my garden right now. The perennials I planted earlier this spring were small but are doing well. My bare root roses are thriving. So I'd say order from WFF but just adjust your expectations, especially for cost, accordingly.
I have been a White Flower Farm customer for many years and not only buy plants for my garden, but also regularly give White Flower Farm gift certificates to friends and family who garden.
I order my plants in February to make sure I get the heirloom tomatoes and hard to get plants that often sell out.
The plants usually come around Mother's Day. This year they came early, and for some reason, several of the plants did not make it. In the past I have had one or two that did not survive, but this year I had 8 (of 36) that didn't make it..
True to their word, when I called, they promised to replace the plants that didn't make it, no questions asked. While some of the more popular, heirloom plants were, unfortunately, sold out, White Flower gave me the option of replacing them with different varieties, or getting a credit.
I like that they stand by the plants that they sell, and that their customer service is nice, and helpful.
I would definitely recommend White Flower Farm.
I ordered two orders of "The Works" Daffodil collection last summer (200 bulbs); the bulbs arrived in time for planting last fall. The bulbs were good sized and in excellent condition. I planted them within a week. This spring they are simply gorgeous. Many are large flowered, fragrant, quite a few double flowers and a great variety of color. I will be ordering more bulbs this year as I want to increase the area devoted to spring bulbs. I've ordered from this company for a number of years and have always been pleased with the plants and have always had good service.
I have daffodils that are blooming now that were put in a number of years ago. I have found that bulbs planted in shady locations will often "peter out" over time; that's mostly due to location (light) and neglect (the bulbs do need to be fertilized after flowering). But bulbs that are planted in sunny locations and fertilized continue to expand and product beautiful flowers year after year. I've been very happy with my experience with White Flower Farm.
Ordered a trillium grandiflora flora pleno and it arrived rotted. Called multiple times and could never get a live rep . When I left an email that I'd leave negative feedback, Valerie contacted me and said they send me a new bulb. Two weeks later, no corm, no contact from them and I can't reach them. If it were a few dollar item I'd forget it, but this costs over $30. At this point a credit would be great.... but I hate to see them loose a customer.Company representative comment on May 4, 2017: On May 4, 2017 11:00 AM, White Flower Farm responded with:
I am sorry to hear that you are disappointed with the quality of the trillium and service you received. I see that Valerie and Diane both assisted you with getting your replacement trillium shipped out as quickly as possible. In addition, we refunded your credit card $37.95 (product & applicable s&h charges) to compensate you for your frustration.
Please feel free to contact me directly if you have any additional questions or concerns - I'd be happy to assist you.
Once again, I am sorry for the negative experience with our company. I hope if there any unresolved issues, you are willing to give me a chance to rectify them.
Rsundquist West Hollywood, CA (1 review) April 26, 2017
First I must say I'm a new customer to White Flower Farm, although I do a lot of online shopping and this review is about the processing time, not the actual products.
I placed my order with them on 4/17, today is 4/26 and I still have no tracking number and my order has not been processed yet although my card was charged immediately. The website clearly states "orders are shipped at the right time for planting in your area" My zone is 10b so late Feb. I called today and was told orders can take 7-10 business days to process and that many many customers were in front of me. and I should call back on Friday (4/28 after the tenth business day). Seriously?! This will be my last order from WFF. I get that this must be busy season for them in April in Connecticut but there are many other options out there for my gardening needsCompany representative comment on May 4, 2017: On May 4, 2017 10:36 AM, White Flower Farm responded with:
I am sorry to hear that your first experience with White Flower Farm was negative. I apologize that you were not given more specific shipping estimates at the time you placed your order. It is not our intent to make you feel as though your order is not important or a priority. There can be several contributing factors as to why your order hadn't shipped. I would be happy to discuss the matter further with you and offer you compensation for your frustration. Please contact me at your earliest convenience via email, [email protected] or telephone, 860-496-9624 extension 6506.
Once again, I am sorry for this experience. I hope that I can rectify this situation to your satisfaction.
Michelle - Manager of Customer Service
Through no fault of this company, I never received the White Wisteria or Day Lily that I ordered. The problem was clearly on my end, but Diana and Donna gave me a credit for the honor anyway! Now, this is customer service that goes way beyond expectancy.
I give them five stars for listening to my problem and assisting me in a most professional and caring way!
Because of this alone, I will look first for my plants at this fine company!Company representative comment on April 21, 2017: On Apr 21, 2017 7:11 AM, White Flower Farm responded with:
Thank you for the feedback about your experience with White Flower Farm. Our customers deserve the very best and we are always looking for positive resolutions to all circumstances. I will certainly let Diane & Donna know you were thrilled with their service.
We look forward to assisting you with your gardening needs in the future.
Michelle, Manager of Customer Service
Mia_Lousie Evanston, IL (6 reviews) April 12, 2017
Ordered bulbs this spring from several companies. Always compare bulb size where that info is available. White Flower Farm didn't provide bulb size but I figured that for the money, they must be selling premium goods.
The bulbs received are fine but not huge or outstanding. Prices seem high for what was sent, compared with other suppliers. One Dahlia Fleurel bulb for $10.50 and from another supplier 3/$11.95. Same quality. Hmmm.Company representative comment on April 21, 2017: On Apr 21, 2017 6:59 AM, White Flower Farm responded with:
Thank you for your comments, I have forwarded your feedback to our Director of Horticulture. All of our Dahila tubers are guaranteed throughout the growing season. If you are not pleased with the performance of the plants, please contact us in the fall via email or telephone at [email protected] or 800-411-6159 and you will be fully compensated with either replacement tubers in the spring or a credit/refund, whichever you prefer.
I ordered two lily collections (36 bulbs) and received them last week. The lily bulbs were big and plump and looked freshly dug! They exceeded all my expectations! I compared the White Flower Farm lily bulbs to those I bought at a big box store, and the store lily bulbs were tiny and dried out. I am looking forward to seeing and smelling the lilies later this summer! The size and quality of White Flower Farm lily bulbs were outstanding! (Circleville, Ohio)Company representative comment on April 21, 2017: On Apr 21, 2017 6:44 AM, White Flower Farm responded with:
Thank you so much for taking the time to post a positive comment about your experience with White Flower Farm. We would love to see pictures of your lily flowers in bloom. Feel free to post a review of them and include a picture on our Website or visit our Facebook page and post a picture once they are in bloom. We appreciate your business & look forward to assisting you again in the future.
Michelle, Customer Service Manager
KDboodo Irving, TX (Zone 8a) (3 reviews) January 13, 2017
This review is written about a RECENT experience, not something from years ago like some of the reviews which I find so useless.
They are very serious about making sure you are happy with your purchase; five stars!
I chose to order 2 Daphne amaryllis bulbs from White Flower Farm this fall (2016) I had one bulb bloom not true to color. I was offered a replacement bulb from whatever varieties were still in stock (this variety being sold out) or a replacement of the same bulb sent next year. They even offered to let me wait and ensure the second bulb bloomed true before submitting the request. When they heard the second bulb was blooming the right color, but only 2 blooms per stalk (which I had figured might just be a quirk to this variety) they decided to send a replacement for it too! I will get my replacements next year, as I like this variety and did not want the others. This was my first order from WFF, and I will be keeping them on my list of places to order from :)Company representative comment on February 3, 2017: On Feb 3, 2017 12:42 PM, White Flower Farm responded with:
Thank you for your review and speaking about your recent experience with White Flower Farm. We are happy to hear you were satisfied with our resolution. We pride ourselves in providing top quality products and a generous guarantee. We want all of our customers to be successful and satisfied with our products and service. We look forward to serving you again in the future. Thank you!
I purchased a Waterfall Japanese maple from White Flower Farm this past spring and it is doing well so far.
I was very impressed with how carefully packaged the maple was when it arrived and the delivery was timely.Company representative comment on August 9, 2016: On Aug 9, 2016 7:04 AM, White Flower Farm responded with:
Thank you so much for your kind comments. I'm so glad you liked the Waterfall Japanese Maple – it's actually one of my personal favorites! We look forward to assisting you again with your future gardening needs.
Customer Service Manager
smilingred Madison, WI (Zone 5a) (4 reviews) July 7, 2016
Every time I've moved over the past 20 years, I've ordered 100 mixed daffodils and 25-50 mixed daylilies to jump start my garden my garden.
Even though I've done this many times, I'm always impressed with the results each spring.
Thank you White Flower FarmCompany representative comment on August 9, 2016: On Aug 9, 2016 7:17 AM, White Flower Farm responded with:
Thank you so much for your feedback. We would love to see pictures of your gardens in the spring! Feel free to post them on our Facebook page or email them directly to [email protected].
We also have several new daffodil offerings this fall. If you haven't seen them yet, take a look on our Website - whiteflowerfarm.com. We look forward to assisting you again this fall season.
Customer Service Manager
My father has always sent me flower arrangements from WFF for my birthday, so last summer when we started "remodeling" our garden I decided to give them a try. I ordered some Snow-in-Summer and ajuga, plus 2 Brazelberry bushes, one blueberry and one raspberry. Everything arrived promptly and packaged well, and the potting medium was still moist. A couple weeks later I ordered some foxglove and the lavender goodwin basket - both arrived when promised and were large and healthy. (I did manage to kill the lavender over the winter, but I don't fault WFF for that, just my own black thumb.) In July my dad sent me a gift card instead of a bouquet, and I bought some Iris New Moon and several peonies. Again, shipped at the right time and packed with care.
I had berries on my bushes within a few weeks of receiving them last summer. They overwintered well and are bushy and healthy now, the blueberry bush is already covered in berries. The digitalis did not flower last year, but I did not expect it to. The ajuga and snow-in-summer are happily spreading and flowering, and the peonies and iris are huge and have given me multiple blooms already.
I ordered a white azalea this spring, and it is the cutest little thing. So far it is doing well.
I have been very happy with my experiences with WFF and I wouldn't hesitate to recommend them.Company representative comment on August 9, 2016: On Aug 9, 2016 7:21 AM, White Flower Farm responded with:
We are so thrilled to hear how happy you are with all your White Flower Farm plants and ordering experiences. Thank you for taking the time to post such kind comments. Please don't hesitate to contact us for gardening advice or to help you with a future purchase. Thank you for your continued patronage.
Customer Service Manager
I planted my first garden in about 1981 with about $600 worth of plants from WFF, a fair amount in those days. I was enchanted to visit in order to make my purchases. They had an extensive demonstration garden, which helped me refine some of my choices. Their catalogue was intelligent and exhaustive, and almost all of their listed plants were available to be seen on site. They propagated all of their plants, and potted them up in square pressed cardboard pots, which were easy to compost. And their plants were large, vigorous, and had obviously been well tended while awaiting purchase. I have wonderful memories of several returns, pulling my little green wagon, with my daughter and several plants in tow.
I have not visited WFF for many years, because I found that there was a sharp decline, once the family who originally owned the business had sold out to a corporate entity. I recently was in the vicinity visiting the Bellamy-Ferriday House, and on a whim stopped by. If you have a local garden center which sells Proven Winners and Monroe plants, don't bother to come to WFF. They are selling the same stuff, at elevated prices. They don't propagate any plants, as far as I could tell. Plus, there was only one person operating the cash register, so there was a huge line. Patronize your local garden center. From what I have heard from friends, the mail order service is about what you would expect from how sadly declined the retail outlet has become. Sic transit gloria mundi. It was once a really special place.Company representative comment on June 21, 2016: On Jun 21, 2016 6:39 AM, White Flower Farm responded with:
Dear Gardening Friend,
2016 is White Flower Farm’s 66th year in business as a privately owned company. The company has been owned by my father since the mid-‘70s, and my family plans to operate the business for the long term. I’m very sorry to hear that your recent visit to our store in Morris was disappointing, but please know that no “corporate entity” controls White Flower Farm. We grow many (but not all) of the plants we sell, and our commitment to product quality and customer experience is as strong as ever. Thank you for your feedback, which helps us a great deal as we strive to make each customer experience a positive one.
I placed an order for several plants this spring.Against my better judgement.I have had bad experiences before…However their offer of larger size Perovskia tempted me.The russian sage arrived,well packed,large plants in big containers.The plants appeared to be dormant.I coddled them.Sun,food water etc…..a month later I had to admit that 2 springs of green on twenty-some plants were all I was going to get.The entire shipment was dead.Company representative comment on June 8, 2016: On Jun 8, 2016 9:17 AM, White Flower Farm responded with:
I am sorry to hear you had a poor experience with our company. We guarantee your complete satisfaction and success with our plants. Please contact our customer service department at 800-411-6159 or [email protected] so we can issue replacements or a refund for this order.
Customer Service Manager
I have NEVER had a more horrendous customer experience in my many years of mail ordered plants (or anything else). It is STILL unresolved after trying to contact the company SIX times. I honestly wonder if they're about to go out of business; they are so unresponsive that it is clear they don't care?! Here's my blow by blow experience: my advice to you -- stay far far away! They cost in you money and time!
(1) Received a White Flower Farm gift certificate as a gift from my mom for our new house. Yay! I treasure their catalogs, and have dreamed of affording their plants!
(2) I ordered two butterfly garden mixes ($200 total) on April 24 that was showing "ready to ship" online. I had a planting deadline of May 15 for HOA reasons, so I double checked availability. So excited!
(3) Didn't receive a shipping confirmation, so I called the following week. I waited on hold until they wouldn't let me wait anymore, and then I left a message as instructed. No return call. Hmm... worried.
(4) I call back again. No apology for the unreturned call or wait. Was told they would ship early May... no explanation, just a curt "not ready". I explained my deadline, and they said OK, not to worry it will ship early May, we'll put a "rush" on it. Awesome!
(5) Around May 12-ish, I am genuinely worried about the deadline. I call again. Get a nice agent... Donna, maybe?... who empathizes but says the plants aren't ready. I say I need to cancel my order -- and I want the gift certificate refunded because I have lost patience with them promising and not delivering. She says OK, so sorry, you'll get an email in the next day or two with both cancellations. OK -- phew, that's too bad, but that's an outcome I can live with.
(6) NO CANCELLATION(order or gift certificate) WAS EVER MADE! Credit cards charged. WTH? At this point, it feels like a bait and switch. I'm starting to get angry.
(6) I call again -- leave a message again. (And I'm not an idiot - I leave order number, call back number, reason for my call.) No return call. Seriously? Companies do this in 2016?
(7) I send an email with all the above to customer service. No return email.
(8) The *&^! plants -- that I needed and were told would arrive weeks ago -- shipped today apparently! (Or at least, I got a UPS notice from them.) I bought other plants to meet my deadline, so this is beyond total belief.
Like I said -- this company has cost me $200 -- and hours of headache and hassle. It remains unresolved. The worst of it is that this was a gift certificate (that was supposed to be cancelled) so I don't even know if I can use my credit card company to dispute the charges.
You can bet that I am darn well going to try, however... ! Will keep you posted!
Company representative comment on May 30, 2016: On May 30, 2016 1:17 PM, White Flower Farm responded with:
I do completely understand your frustration with your overall experience. I want to assure you that this is not what we strive for here and take every situation very seriously. I want to make sure that this issue is rectified. I do see that we had responded to your email on the 24th letting you know that you had been refunded in full. We also advised you to keep the shipment free of charge as it was our error in attempting to cancel it after it had been moved to shipping.
MollyBlooms Grosse Pointe Farms, MI (12 reviews) May 4, 2016
Ordered three coleus plants and they arrived in decent shape, although the planting medium for each was bone-dry -- no wonder, since they were shipped late in the previous week and so had a weekend to dry out before arriving the following Monday. The next day the coleus looked better after a good watering. I'd give this experience a "B."
“White Flower Farm has the BEST customer service and I truly appreciate that, especially when customer service is declining in so many businesses today!”Company representative comment on October 7, 2015: On Oct 7, 2015 9:29 AM, White Flower Farm responded with:
Thank you so much for taking the time to post a positive comment. We appreciate your business & look forward to assisting you again in the future.
Michelle, Customer Service Manager
ellenfoster Hinesburg, VT (10 reviews) September 20, 2015
This is a lukewarm +. I've ordered bulbs and plants from them in the past. The bulbs were large and healthy. The plants were only OK. They have a good cross the board selection. I've also used them for Christmas presents- "buy 3 for different addresses" as well as some miniature live Christmas trees. These are great for my dad, since they arrive pre-lit and with decorations, but they have been disappointing to me. None of my Christmas trees have made it to being replanted outdoors, but my local nursery told me that I could not expect them to be inside for a month and survive for re-planting. WFF sight does not give adequate detail for me to know this. Nothing wrong, just not great. They are expensive and the shipping charges are appalling.
nitzi1944 Kings Park, NY (Zone 7a) (12 reviews) July 16, 2015
Posted on November 15, 2014, updated July 16, 2015
Posted on October 8, 2014, updated November 15, 2014
Posted on October 7, 2014, updated October 8, 2014
I had a gift cert. I ordered some Carnegie hyacinths and specifically told the phone person I wanted them delivered the VERY END of Oct. This is b/c I am having knee surgery the beginning of next week. Guess what? They just arrived and it will be 75 degrees today. Too warm to plant bulbs. I am going to refrigerate them. The shipping charges are TWICE the price of any other reliable catalog bulb seller like Brent and Becky or Colorblends.WFF is VERY overpriced and if it weren\\\\\\\'t for the gift cert., I wouldn\\\\\\\'t have ordered. MY first experience with WFF. I don\\\\\\\'t think I\\\\\\\'ll order again.On October 8th, 2014, nitzi1944 changed the rating from neutral to positive and added the following:
I am impressed by the offer of WFF to refund shipping charges on my original and also to resend the bulbs at the end of the month when I will be home from the rehab facility after knee surgery. Gives me hope that companies want to keep a customer. I am taking advantage of this offer b/c I don\\\'t know if the refrigerated bulbs will survive. I am changing my rating to positive b/c of this offer. Thank you WFF!On November 15th, 2014, nitzi1944 added the following:
I received the replacement Carnegie hyacinths. Thank you for your kind consideration and offer. I got someone to plant them for me and look forward to Spring. WFF came through for me. On July 16th, 2015, nitzi1944 added the following:
I must say, the white Carnegie hyacinth bulbs were gorgeous. They were very large. They bloomed for a long time and I received sooooo many compliments. Company representative comment on July 16, 2015: On Oct 7, 2014 10:53 AM, White Flower Farm responded with:
I am sorry to hear that we shipped your order earlier than you requested. Please contact us at 800-411-6159 or [email protected] so we can refund your shipping and handling charge and or replace the order to ship at the very end of October as you requested. If you wish to store them in your refrigerator, please make sure the temperature does not go below 40 degrees. I sincerely apologize for the inconvenience. We look forward to correcting this error for you.
Customer Service Manager
On Jul 16, 2015 8:09 AM, White Flower Farm added:
We are delighted to hear that you were pleased and complimented on the Carnegie hyacinth bulbs. Feel free to write a product review and upload any pictures you might have of them on our website at: whiteflowerfarm.com
Thank you for taking the time to update your review.
In 2014 I ordered 5 ajuga plants, 3 lithodora plants, and 3 "Tutti Frutti" agastache plants from White Flower Farm. In May 2015 I was very concerned that these plants had not made it through the winter. After contacting White Flower Farm, their Customer Service promptly emailed good advice about the ajuga plants: do the scratch test at the plant crowns, and if one sees green, the plants are alive, just slowly waking up. What a relief to find this to be true of the 5 plants! As for the 6 other dead plants, WFF CS requested that I send photos of the dead ones. My husband photographed the dead plants with his phone, and I uploaded and sent the photos to WFF. They had already refunded all 6 to my credit card, and acknowledged and thanked me for the photos. I am satisfied by the entire experience, as everyone who contacted me was helpful, polite, and responded as I had hoped they would. As a result, I will continue to be interested in their business!Company representative comment on July 16, 2015: On Jul 16, 2015 8:11 AM, White Flower Farm responded with:
Thank you for taking the time to post a review of your White Flower Farm order experience. We look forward to being of service to you in the future.
I'm not usually daft at ordering from mail-order garden companies online. I do it enough to have experience with what to expect, so my experience ordering with this company may simply be an isolated incident. I ordered a flower assortment for hanging baskets only to realise the (read: high) price didn't even include a basket. Just 4 flowers - annuals. OK fine, that's on me for assuming.
Only 2/4 of the flowers arrived. OK fine, they let me know on the packslip that the rest would ship when available. Communication was key! Unfortunately, the 2 that did arrive were thrown about the packaging so that the soil was everywhere but in the pots (no damage visible to the box from the outside) and the plants were small and yellowed on arrival. Those 2 flowers shrivelled and died before their partners arrived. Requested replacements, was met with no resistance whatsoever, ultimately received 4 healthy flowers - packaged beautifully this time! The difference was like night and day. Plastic around damp soil - that stayed in the pots - little bits of cardboard to keep things spaced and in place. They must have hired an engineer between my shipments. Joking and trouble aside, the flowers were given a home in a shoddy hanging basket I made myself (cringe, it's all right) and they even came back from the "dead" this year. Can't really complain about any of it in the long run.Company representative comment on July 16, 2015: On Jul 16, 2015 8:23 AM, White Flower Farm responded with:
We appreciate your feedback on your order experience with White Flower Farm. I informed our public relations and product development teams about the confusion with the hanging basket. We will strive for a solution that will ensure future customers do not experience the same confusion as you experienced.
I am pleased to hear that your additional two items and the replacements arrived in great condition. We look forward to assisting you in the future.
It's hard not to say I am disappointed... I was attracted to the company website for its large selection and proximity to where I am (Westchester county in New York). In the past 18 months or so, I spent a little over $300 on their website, and have been let down by the quality a few times...
I received bare root peonies that were falling apart, dahlias that 2 out of 3 didn't come up had sick looking tubers when I got them (the website no longer carries the same dahlia so my comment didn't even show up on the website). The Echinaceas I got, while quite healthy and thriving, were way smaller than what you would get for the same price at local nursery (of course I didn't know this in early spring when I pre-ordered my plants).
Some plants are of nice quality (I enjoyed my dutchman's pipe, bergonia etc.), but I am very sad that I lost so many plants due to poor qualities... disappointed...Company representative comment on June 28, 2015: On Jun 28, 2015 12:41 PM, White Flower Farm responded with:
I am sorry to learn you have not been pleased with the overall quality of the plants purchased over the course of the last 18 months. All of our plant material is guaranteed for your full satisfaction. In addition, our perennial plant material is guaranteed for one year from the time it was received. Please contact the Customer Service Department regarding compensation:
1-800-411-6159 [email protected]
Posted on May 29, 2015, updated May 29, 2015
Spent hundreds of dollars with this company over a few months\' time, and was repeatedly disappointed. Their ordering system is a mess, and while customer service is pleasant, they are not very competent. The plants often arrived with stems cut off by cardboard inserts, dry roots snapping off in their paper(!) packaging, and the ones that did arrive somewhat alive either didn\'t thrive or were the wrong plant.
For example, I ordered tree form wisteria. For $238, I was expecting two trees. What I got were one (sort of) living and one dead vine. Because I used a gift card for a portion of this order, I was given \"merchandise credit\" for $100. When I attempted to place an order for $98, they charged my card $45. The only reason I was willing to place another order for overpriced, crappy plants was because of that credit. Requests that this credit be honored were ignored.
I posted honest reviews of the items I ordered on their website which have all mysteriously disappeared. So I made a post on Reddit to warn other gardeners away from this company, and was directed here to write this review.
STAY AWAY from White Flower Farms. On May 29th, 2015, NCgardener42 added the following:
Edit to add: Another "mystery" I have experienced with this company relates to the other negative review that has been recently posted here. When you try to cancel an order that has been sitting at "Processing" for a while, it seems to magically make its way out the door that day. I had to refuse delivery of some potatoes, tomatoes and peppers that I had asked to be cancelled & refunded after this happened on two separate occasions. Company representative comment on May 29, 2015: On May 29, 2015 8:38 AM, White Flower Farm responded with:
We are sorry to hear of your disappointment with our plants. We guarantee your complete satisfaction and will gladly send you replacements or credit your purchase amount.
A third party software handles the reviews to our products and those posts can take up to 2 weeks to be visible on our Website. If it has been over 2 weeks and the review still hasn't posted, please contact me so I can look into it. We value all positive and negative posts regarding our products.
If we did not resolve your situation to your satisfaction, please contact me directly at [email protected] and I would be happy to assist you. I sincerely apologize for the condition of the plants upon arrival.
Customer Service Manger
Posted on May 14, 2015, updated May 14, 2015
I am very, very disappointed in White Flower Farm. I ordered oak leaf hydrangeas in mid April for shipment in early May. When I hadn\'t received them (and the order was still in \"processing\" status) on May 7, I called their customer service group. After getting a run-around from the regular representative, I spoke to a manager. She said that they were very backed up because of Mother\'s Day, but she assured me that my order would go out on Monday, May11. She agreed to send it express and then gave me \"her word\" that she would take care of it and I would receive the plants no later than Wednesday, May 13. By Thursday, the 14th, the plants *STILL* had not shipped. I called and canceled my order. Fortunately, I was able to find the variety I needed at my local garden center.
I will never order from White Flower Farm again. I suggest that if you don\'t want this kind of aggravation and run-around, you stay well away from this firm. On May 14th, 2015, barbarasa added the following:
After I posted this review, I got the following email from Cathy Hughes at White Flower Farm:
I am contacting you today regarding the negative review posted to The Garden Watchdog earlier today. Let me begin by saying I apologize order 04198892 was not shipped at the time promised and I am sorry for the inconvenience this caused.
I was the supervisor that spoke to you on 5/7/15, as the manager of the department was out of the office at the time of the call. I neglected to make certain the ‘Snow Queen’ hydrangea was available to ship before promising it could be and I regret this error.
Would you consider accepting a gift certificate in the amount of $50.00 as compensation for the error? Please advise at your earliest convenience.
I replied with the following email:
Dear Ms. Hughes,
Thank you very much for your offer of a $50 gift certificate. However, I will not take you up on it. My comments about your company are not based on money – they are based on the kind of customer service which I received.
I find it very interesting that you promptly replied to a negative review, while you never bothered to follow up on whether or not the plants, which you had promised would be sent on Monday, in fact were. And, even though, when we spoke on the 7th, I asked you whether the plants were actually available, you never looked to see if the plants were in stock! You were obviously more interested in getting an unhappy customer off of the phone than in really trying to solve the issue. I think that this is an excellent example of why I will never do business again with White Flower Farm and why I will continue to recommend to others that they not buy from your company.
Obviously, White Flower Farm thought that I would revise my comments in exchange for a $50 gift certificate. I will not. Company representative comment on May 14, 2015: On May 14, 2015 3:20 PM, White Flower Farm responded with:
I am sorry to learn your request for delivery could not be honored and apologize for the inconvenience this caused. I will be contacting you directly via email regarding this concern.
Customer Service Supervisor [email protected]
Ordered a clematis and a Miss Molly butterfly bush. Was very pleased with both plants. Miss Molly was larger and more robust than I had expected. Would recommend.Company representative comment on May 19, 2015: On May 19, 2015 10:46 AM, White Flower Farm responded with:
Thank you for your feedback. Feel free to post a review with pictures on our website (www.whiteflowerfarm.com) of the clematis and or Miss Molly butterfly bush. We look forward to serving you again!
Thanks for contacting us. An operator will be with you shortly …
(Val) Hello, my name is Val. How may I help you?
(Paul) I’ve got some questions about your terrariums.
(Paul)Well Val. You seem pretty confident. Let’s see if you can give me some accurate answers to my questions. Last year I bought a “Stained Glass” terrarium. This year I want a “Victorian Conservatory.” How do I avoid any overlap in the plants they contain?
(Val) I’m not sure I understand your question…do you mean how do you space them accordingly so that the plants don’t end up on top of each other?
(Paul) Nooooooooooooooo. What I meant was if terrarium #1 contains an African Kaboodle plant, how can I avoid the plant present in terrarium #2?
(Val) Well, the kits are set up as collections. So in terms of switching plants out for different ones, I’m afraid we can’t do that.
(Val) In the Victorian Conservatory, there is Ruby Red Club Moss, Button Fern, Peacock Moss, Pin Cushion Spikemoss and a Bird’s Nest Fern.
(Paul) O.K. Could you list the plants present in the “Stained Glass” kit and the ones present in the “Victorian Conservatory” kit? This would help get started in choosing which kit I want.
(Val) Absolutely. Listed above your last text is the Victorian Conservatory, let me get the elements for the Stained Glass. Just one moment please.
(Paul) I await your answer.
(Val) In the Stained Glass, there is: Pin Cushion Spike moss (Selaginella kraussiana “Brownii’) Pin Cushion Spike moss (Selaginella kraussiana ‘Aurea’) London Pride, Button Fern, Tricolor Fern and Ruby Red Club Moss.
(Paul) It would be great if you could show me color photos of each of the plants you have listed. If you can do so I will be your friend forever (well for at least twenty minutes.)
(Val) I will try to find some for you. Can I try to attach them in an email to you?
(Paul) That would be great! Thanks for your efforts on my behalf.
(Val) Not a problem. Could you please provide me with your email address?
(Paul) [email protected]
(Val) Okay. Give me just a few and I will send the email over.
(Paul) That would be a great help.
(Val) Not a problem at all. I am happy to help.
(Paul) I’m standing by.
(Val) Paul, I have just sent the email over.
(Paul) O.K. I need a few minutes to find it.
(Paul) Got it! If it was within my power to grant you a holiday bonus I would do so but for now a hardy slap on the back for a job well done will have to do.
(Val) Why thank you! If it’s not too much to ask, in place of a bonus perhaps you could give up a nice review on Dave’s Garden?
(Paul) Dave’s Garden? Who? What? Where?
(Val) It’s a website, where customers post review about every single nursery out there.
(Val) [[email protected]]
(Val) Called Dave’s Garden Watchdog
(Paul) Well, how about that! I’ll get on it right away OR as soon as I get the wording to my liking OR as soon as I prioritize it. But I will get it done. You guys certainly deserve it. Especially you Val.
(Val) Paul, thank you so much. I will tell my manager, and she will be happy to hear this as well as see the review. Thank you so much again.
(Paul) Well you not only talked the talk but you really did walk the walk. Over and out.
(Val) Take care Paul!
The operator has ended the chat. Thanks for contacting us.
As a result of this chat I DID buy the Victorian Conservatory terrarium. Paul Tobin Floral Park, NY
joevai1 Montrose, CO (4 reviews) November 26, 2014
Posted on November 18, 2014, updated November 26, 2014
I\'m not happy to be writing this review because I\'ve dealt with this company for many years. Their prices are high but everything I have received from them has been stellar quality and perfectly packaged for shipping. However, I feel I should give a warning about ordering their amaryllis bulbs. I received the rest of my bulb orders in a timely fashion but no amaryllis. Each order showed they would be shipped \"separately\". I placed this order in September so I would have the bulbs in plenty of time to flower out for Christmas. Since it is after the middle of November I called for a status of my order and was told the bulbs were just now beginning to be shipped and that somewhere in \"the book\" (I assume the catalog) it states that they won\'t be in bloom for Christmas. I still haven\'t been able to find that caveat anywhere. My order was checked and the bulbs shipped yesterday - still not enough time for a Christmas bloom. When I stated that I should have bought the bulbs locally I was told they are much smaller which, of course, I know and that\'s why I was willing to pay a premium price for these bulbs. I\'m just very unhappy that I didn\'t know about the shipping date in advance. As a parting sentiment, the rep noticed that I live in Colorado where it\'s been very cold and said she hoped they didn\'t freeze. When I questioned her she said that they ship UPS and sometimes the plants sit in the truck for a long time and that White Flower Farms had no control over that. That made me feel warm and fuzzy about my order. Not only are they later than expected but they may be frozen mush when I get them. There are many other reputable companies out there to order from. Guess in the future, I\'ll be ordering from them.On November 26th, 2014, joevai1 changed the rating from negative to positive and added the following:
I have happily changed my rating from negative to positive. A rep from the company contacted me and assured me this was a one-time incident. She then immediately took care of my problem to my sincere satisfaction. I'm pleased to be able to say I'll be buying from them again. It's said that you really only know a company by how they treat you when things go wrong. I couldn't have asked for a better response. In addition, the rep has also contacted their publication department to make sure that in the future customers are aware of the bloom time for the amaryllis. As a footnote, the bulbs finally arrived and they were not frozen!Company representative comment on November 18, 2014: On Nov 18, 2014 3:24 PM, White Flower Farm responded with:
I am sorry to hear about your disappointment with our amaryllis bulbs. I apologize that you were not aware when you placed your order that our Dutch and cybister amaryllis do not ship until mid November and take 8-10 weeks to bloom. Dutch and cybister amaryllis need a cold treatment and therefore ship later than our South African amaryllis (which ship in mid October). We ship all our products UPS or US Priority Mail and we carefully watch the weather to prevent any freezing or cold damage. In addition, we guarantee our products 100%.
We value you as a customer & I would be happy to compensate you for your dissatisfaction. I am unable to locate your order with the information provided above, so please contact me at your earliest convenience at at [email protected].
Customer Service Manager
preashannah nj, United States (1 review) November 21, 2014
I am AMAZED at the customer service of this company.
I has no idea about their guarantee when I bought my plants and when they arrived I was not satisfied so I called them up and within seconds they had refunded my full order and said I could keep the plants.
NO HASSEL, NO PROBLEMS, NO COMPLAINING!
I will definitely order again!
Jadwin59 Rochester, NY (Zone 6a) (12 reviews) September 29, 2014
I ordered 7 "blue billow" gallon-sized lacecap hydrangeas in early September and received the order about two weeks later. The plants were carefully packed, in excellent condition with minimum breakage and sizeable, moist rootballs. They have thrived since being planted in a prepared bed.
WFF is not cheap, but it's a good source for a cultivar that I couldn't find locally at this time of year, and the plants appear to be very high quality.Company representative comment on September 29, 2014: On Sep 29, 2014 11:57 AM, White Flower Farm responded with:
Thank you for your positive feedback. Feel free to take pictures of your Blue Billow next spring when they are in bloom & post them with a review on our website at http://www.whiteflowerfarm.com. We appreciate your business.
I realize people have varying experiences with ANY retailer these days so I don't mean to refute the negative comments. I can only say that I have always rec'd excellent plants that have thrived beautifully in my NYC garden. Recently, one of my new three digitalis plants did not thrive well. I called for advice and the White Flower Rep immediately offered to replace all three of them, no charge, because they are sent in sets of three. I thought this was quite generous.Company representative comment on September 29, 2014: On Sep 29, 2014 12:27 PM, White Flower Farm responded with:
Thank you for the positive feedback. We hope the replacement digitalis are thriving well!
In the last 3 months, I needed to identify 2 plants. I emailed White Flower Farm with each picture and I received the identifications immediately. The emails were courteous and precise. I live in CT and have dealt with them in the past and have always received excellent service. Company representative comment on August 20, 2014: On Aug 20, 2014 7:50 AM, White Flower Farm responded with:
Thank you so much for the positive feedback. We were very happy to help you identify the plants. Please contact us anytime in the future. Happy Gardening!
Customer Service Manager
I ordered two Sweet Fragrance roses (my absolute favorite rose) earlier this year. When I did not receive any shipping notification, I contacted White Flower Farm and was told the shipment would be late due to the "the plant not quite ready to come out of the greenhouse." Then several weeks later I'm notified that due to customer demand and lack of product, they are shipping me a different rose. I immediately e-mailed back to two different e-mail addresses that I did not want a substitute rose. They needed to hold my order or refund my money. Within minutes I received a shipment notification . . . Basically too late. Neither of my e-mails were ever answered. I have no idea what roses I received. They were both labeled "Kiss Me" but one rose is coral and one is cotton candy pink. I will never order from White Flower Farm again!! Company representative comment on July 8, 2014: On Jul 8, 2014 8:39 AM, White Flower Farm responded with:
While White Flower Farm does reserve the right to substitute with another plant of similar attributes, we always honor a refund if the customer is not pleased with said replacement, even if the plant has been received. Please contact me directly at the following email address regarding this concern: [email protected]
Customer Service Supervisor