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Comments regarding Glasshouse Works

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168 positives
23 neutrals
48 negatives


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Neutral Laaz
(6 reviews)
On Nov 5, 2011, Laaz North Charleston, SC wrote:

Posted on November 5, 2011, updated November 5, 2011
Posted on November 1, 2011, updated November 5, 2011
Posted on October 26, 2011, updated November 1, 2011
Plants are not what they are described as. I bout a "Variegated Ponderosa lemon" from them. Turned out to be a regular variegated Eureka lemon. Beware of what you purchase from them.

Now I see they also stole my photo of my Sungold lemon. I do have the original with a date stamp.

On November 1st, 2011, Laaz changed the rating from negative to neutral and added the following:

They made good on my purchase. I would however recommend that they let their plants fruit before listing them, so they know they are selling the correct plant.
On November 5th, 2011, Laaz changed the rating from neutral to negative and added the following:

I give up with this place, the guy sends a refund check unsigned & then doesn't respond to email. Total fail !
On November 5th, 2011, Laaz changed the rating from negative to neutral and added the following:

Cleared things up.
On Nov 5, 2011, Glasshouse Works responded with:

"On Nov 1, 2011 3:17 PM, Glasshouse Works responded with:

This plant was purchased in 2005 and we had never heard back from this person about any problem. As soon as I found out that he was displeased and that we had mailed him the wrong plant (it can happen but not very much with our greenhouse business--because we are plant fanatics) we refunded his money for this plant, even six years after he bought it. That is the kind of business we are! As you can see from all our reviews we have many very satisfied customers and good public relations. If something is wrong, we fix it. Tom Winn, Glasshouse Works."

Positive MiJosD
(1 review)
On Oct 16, 2011, MiJosD SOUDAN, MN wrote:

Posted on October 15, 2011, updated October 16, 2011
I ordered 10-coleus because it is the ONLY plant I like, and there are some incredible colors in the hybrid ones. I made that clear with an email I sent. I ordered 10 in a pack called 'Coleus Craze.' Because I ordered so late in the year, I would have to take what was left. No problem. When I realized that the turn-around time would mean the plants would arrive when I was on break, (I'm in college), I tried to cancel the order. They said they'd pull the order right away and send it. Very considerate. When the plants arrived, HALF of them were not even coleus!!!! I contacted them. The response I got said that the guy who filled the order took it upon himself to send other plants that would be more colorful during the winter. The resolution: Half the cost was refunded to me. I don't consider this resolved. I STILL paid for shipping 5 plants I do NOT want, and 2 of them I could have purchased at Walmart. When I receive FIVE more coleus, the plants I purchased, this will be resolved. I do not consider it as 'doing good business' for ANYone to NOT send a customer what they paid money for and to instead send them something else. The cost of the five plants...when considering what I paid for shipping, the refund was in no way a fair resolution. It was a mistake to send me products I didn't want, and it was not my mistake. I am, however, still out the cost of shipping. A fair resolution? They would have shipped five coleus and THEY would have paid the cost of shipping. Their mistake - not mine. I believe a business with integrity would have done more to take responsibility for their mistake. Instead, they only paid a PART of what their mistake cost me. I'll never do business with this outfit again - not if they decide how to spend my money and when they do not do what would be reasonable to correct their mistake(s). I consider it disrespectful and borderline arrogant to make assumptions that lead to a customer NOT getting what they paid for - ESPECIALLY when it's a new customer they do not know. I expressed a SPECIFIC interest in coleus. Regardless of whether their intentions were good or not, I got ripped-off. NEGATIVE experience....definitely NEGATIVE.

On October 16th, 2011, MiJosD changed the rating from negative to positive and added the following:

I am one who will complain when I believe a business is treating me unfairly, is not providing products/services for which I paid money, or is unwilling to go about doing business in a responsible way that demonstrates an integrity a customer can trust. I am also one who will be the first to speak up when a business/company stands out from others with respect to the business practices I've listed above. If I find it possible to remove my comments above, I will do so. In the meantime, I will add these details. (Perhaps my two postings will make a more powerful statement as to how these gentlemen do business than simply removing the original post). I just spoke with one of the owners. He stepped up and did what he could to resolve my issue, and in doing so, he demonstrated that integrity about which I wrote above. I now must retract my statement/opinions and admit that I was mistaken. It is my impression that Glasshouse Works is run/managed in a conscientious manner and that they strive to provide their customers with the products for which they have paid. I know, first hand, that if there is an issue/dispute, Glasshouse Works maintains their integrity and demonstrates that they value their customers. Bottom line - they run an honest business, and in this age of online/internet shopping, this is an invaluable quality. It is also a rare quality. It is my opinion that if one is shopping for products and that Glasshouse Works offers those products, they would be the company/business that could be trusted to go the extra mile to provide what they say they will provide, and they will do so with integrity and honesty. In my experience, that is a rare thing. You'll find that with Glasshouse Works.
Positive Toni05
(61 reviews)
On Oct 12, 2011, Toni05 Brookfield, IL wrote:

Posted on May 18, 2006, updated October 12, 2011
I always enjoy getting plants from GHW's. Last wk I got on order I placed a while back, but they held them because I'm in Il and winters are harsh and icy.
The plants were packaged thoroughly, and arrived in perfect condition. Toni

On March 7th, 2009, Toni05 added the following:

Received 4 plants, and a Bonus plant today. Like usual, plants arrived in excellent condition. The bonus plant is gorgeous, but I already have that particular species..:)

When I phoned in the order, outdoor temps were between 30-40F degrees. The person I spoke with explained it'd be best to wait instead of risking frost-bitten plants. I agreed.
Although our temps increased since ordering, a heat pack was placed in the box. My new plants arrived safe, so it was worth the wait.

After reading numerous feedbacks, I notice many negatives (for different nurseries) given because shipping takes 'too long.'
Weather is one problem. Shipping plants during winter months can kill plants, especially tender tropicals. It's better waiting, then receive dead plants.
In spring there are rush orders...everyone wants their plants, ASAP. I've learned after years of ordering, patience is the key. (there are some exceptions, of course, nurseries that take money but do not send plants.) One owner in particular, (since I almost ordered a citrus from him) should be in jail! I am grateful GardenWatchdog is around..

Plants were well-packed, secure. Every leaf in place. The owner, or whomever I spoke with was friendly and patient, since I couldn't make up my mind whether or not to purchase a couple types of plants.
GHW's has many rare species that are either hard to find or impossible locating. So, keep up the great work, and thanks, Toni

On October 12th, 2011, Toni05 added the following:

Received three healthy Begonias.
I phoned GHW's back in July to ask if they had B. bipinnatifida and B. aconitifolia. He told me they were on back-order but would be ready by Sept, 'since they're rare and sell fast when available.'
The Begonias arrived when he stated. Each have perfect foliage, and pest-free. All securely wrapped.

GHW's is a 5* Nursery. Thanks, Toni
Positive justalilrowdy
(3 reviews)
On Oct 8, 2011, justalilrowdy Clearlake, CA wrote:

Posted on October 7, 2011, updated October 8, 2011
They are terrible.. I placed a large order and waited for a response.. I sent e-mails only to get a snotty phone call from Tom to say I was impatient!! He was rude and told me the plants weren't all ready but he would send the ones that were ready and refund my money for the rest. He sent half my order.. 3 of the 10 plants look awful and will most likely die.. 1 is the size of a dime and it was $17.00!!! No money refunded to my account. This place is a total rip and I would never buy anything from them again. Beware!

On October 8th, 2011, justalilrowdy changed the rating from negative to positive and added the following:

I want to say I was too soon to judge Glasshouse Works. Very good customer service. I received some beautiful plants as well as the 3 that didn't look so healthy. Even the 3 seem to be doing fine and I got a call from Tom to make sure I was completely satisfied. I will buy from them again and they do have a good selection of hard to find plants.
Positive greenSinner
(1 review)
On Sep 23, 2011, greenSinner Pittsburgh, PA wrote:

A most amazing selection of plants with a wealth of information about them. I ordered a collection and got a great selection that was carefully packed. I'm so happy with the plants!

Positive stanqk
(3 reviews)
On Sep 23, 2011, stanqk Coraopolis, PA wrote:

I have ordered from this company several times. I got some rare house plants that i just love. They came in good condition and a good price. Also they included a free plant of like kind. It was a varigated phlo. They seem to be a good company to deal with.
Respectfully, Stan Quick

Positive Greenpeter6
(14 reviews)
On Sep 8, 2011, Greenpeter6 Astoria, NY wrote:

The owners of Glasshouse Works, Tom and Ken, really know their plants. In many ways they are like the classic British plantsmen you read about in English gardening books. Glasshouse Works maintains an extensive list of plants rare, and not so rare. If I find a plant on the web or in a book or magazine that I would like to grow, I always check their site first. Most times they have it for sale. Glasshouse Works provides a valuable service for anyone interested in quality plants, especially interesting and uncommon ones. Their prices are very reasonable for the size and quality they ship. I met Ken and Tom on a visit once. Tom seems to be the more out-going team member, for he always answers my e-mails and phone calls. I suspect that Tom also writes the descriptions in the on-line catalog. Read them carefully, because he sometimes slips in a comment about a plant that probably shouldn't be ignored! I understand that Ken prefers to work with plants--and he seems to have hybridized a number of the begonias they sell.
Their listings are so extensive, that some plants may be in short supply, or at a stage they are not comfortable shipping. Glasshouse Works is probably not the place to go to place an order on the Saturday before Mother's day for that Sunday's delivery. But they do try hard to please their customers, and their efforts are successful. I am always happy with the plants I get from them, and if they make a substitution, it is often a better choice than the plant I selected originally. Tom will patiently answer any questions I have and will tell me of any difficulties they had in growing a particular plant. This is the kind of practical growing information you do not get in most other sources--in print or on-line.
I trust them explicitly and hope that you will give them a try. If an order seems to be taking time to fulfill, give them a call or send them an e-mail. Tom always responds with an explanation.
I am always pleased with their efforts. Any grower that produces the variety of quality plants that they deliver deserves to be supported. They run a business which is surely a labor of love, and plant lovers in this country owe them a debt of gratitude for their efforts.

Positive wisevalentine
(1 review)
On Sep 2, 2011, wisevalentine Kapaa, HI wrote:

we've ordered plants from glasshouse works on three different occasions. all plants have arrived sound and healthy. quite a feat considering that ahonui botanical gardens are on the island of kauaii,(in the state of hawaii). glasshouse works is our favorite mail order company.

Neutral Pinguicula
(5 reviews)
On Jul 11, 2011, Pinguicula Yelm, WA (Zone 7a) wrote:

I placed my order March 7th and was told the plants would ship in April when the weather was warmer. I anxiously waited all of April and never relieved notice of shipping. In May I moved and sent several messages asking that they change my shipping address before anyone replied to confirm the change. I was told at that time the plants would ship in June. Now it's July and work has me moving yet again. This time I am canceling my order rather than updating the address. I just can't wait any longer.

Neutral FlaFlower
(7 reviews)
On Jun 24, 2011, FlaFlower Titusville, FL (Zone 9b) wrote:

Posted on June 7, 2011, updated June 24, 2011
Posted on April 17, 2011, updated June 7, 2011
I waited 14 months, yes, 1 year and 2 months for 2 vines I had paid in advance for. I got an abundance of excuses as to why the plants did not arrive in a timely manner over and over again, he did throw in a bonus plant for my patience?...Low and behold they arrived last week. I have waited till now, till I was calmed down enough to write this without going on an uncontrolable RANT!! The box when it arrived was warm to the touch, when I opened it I found a large warmer wrapped around the plants (multi-purpose jumbo shipping warmer) for three 4 inch pots. The plants I have waited 14 months for are cooked...literally cooked, dry, brown and black, hard, crispy leaves, nothing green COOKED...never again!!! These plants were $75.00 EACH in 4 inch pots? You have got to be kidding me? Yea I am more than disappointed I am P!ssed :-(

On June 7th, 2011, floridaheat added the following:

Yes, I see the reviews...Tom I sent you 1 of the dead plants back , I wasn't going to spend more money than that out of the 3 at my expense, explaining I would try to save the other 2 crispy ones, they in fact did not survive as well.
I expected to at least have a replacement for the one, that didn't happen either. You had a basket full of excuses, the one you mentioned is a new one...I have all the e-mails.
On June 24th, 2011, floridaheat changed the rating from negative to neutral and added the following:

Tom finally made good on the order, I DID in fact get new plants, they look good and are thriving they came fine. He made more than good on the order. I am not happy about how much time all of this took but none the less I changed my rating from a negative to a neutral. They look good Tom thanks :-)
On Jun 24, 2011, Glasshouse Works responded with:

"On Apr 17, 2011 8:34 PM, Glasshouse Works responded with:

I have already emailed this customer using her Dave's Garden address.. We are very sorry the shipment did not arrive well. I told her at this time that we would replace the plants in the shipment and monitor the shipping so that she would know when the plants would arrive and not sit in the sun in Florida. We worked very hard to get these rare plants ready for her after a crop failure last year. I also told her here in my email to her that if she wanted to use the money for other easier plants to grow, I would reship her order with other plants. We want our customers to be pleased with our plants and our service. I had told her of our problems with this difficult plant. We work hard to grow plants that other places do not. I hope to hear from this customer to talk over a reshipment. .I do wish at times when there is a problem with a shipment that the customer would email us first. Things like this can be easily taken care of. You can see from our other reviews that we do take care of problems. Tom Winn "

Positive planthugger
(4 reviews)
On May 20, 2011, planthugger Rogersville, MO wrote:

I have ordered plants from Glasshouse Works for the past three years, probably five or six orders in total. They have never failed to send healthy plants. I just received my most recent order of 49 plants (!), and was quite pleased with the healthy specimens. The plants they send are often small, but when you see the bargain prices for them, that's quite understandable. Some of the tropical plants I ordered the first time I did business with them, that were perhaps 4 inches tall when shipped, are now enormous! An example is a Philodendron that is probably 3 feet tall and 4 or 5 feet wide. I've always been impressed at their careful packing of plants for shipping. I'm surprised someone has reported a negative experience about Glasshouse Works, because I am living proof, and my many plants are living proof, that they send high-quality plants. (And I've unfortunately dealt with some very shady companies such as Burgess and House of Wesley, so I know the difference between good companies and bad ones.) Thanks. Planthugger

Positive skaggs88
(11 reviews)
On Jan 12, 2011, skaggs88 Spicewood, TX wrote:

First sent an email with a question about shipping, and was promptly answered. I followed up with an order for two crinums that were on sale. Company was very good with communication regarding the order. Received an email when mailed, along with a tracking number. Plants arrived quickly, were well packaged with a small heat pack. I followed directions and waited a few days before repotting- very happy to see such healthy roots! I was treated graciously even though order was less than $50.00.

Positive artflorissant
(1 review)
On Nov 25, 2010, artflorissant Washington, DC wrote:

Across nearly six years, Glasshouse Works has been my main source for hard-to-find plants of every kind. The collections are endlessly astonishing in depth and variety: there are few houseplant genera for which you won't find some (often-unusual) example, and the range regularly expands. (GW also has larger outdoor plants, but I've never ordered any.)

For each order of minimum qualifying value (which, I'd guess, is somewhere in the low double digits, around $25), GW includes a bonus plant related to a specimen you have ordered. This is always a treat, especially since the bonus may turn out to be a rarity not shown online. My plants have always arrived in good health, and except for one baby slug (quickly dispatched!), I have never found any pests in GW shipments.

Finally, I must say what a great pleasure it is to do business with these courteous and attentive folks. They pay attention to proper shipping times and will tell you when your shipment must wait for warmer weather to ensure safe delivery. I've never received a dead plant from GW. (I made several orders when I lived in New England, so this weather factor can be very important. Another grower, down in Georgia, once sent me some amaryllis bulbs in the midst of an extreme January cold snap. Despite prompt shipment, the bulbs didn't survive. I can't imagine such a mishap with Glasshouse Works.)

All in all, this is one of my all-time favorite plant suppliers. Try them, and I think you'll be more than pleased with the results.

Positive Beesee
(1 review)
On Nov 15, 2010, Beesee Green Valley, AZ wrote:

My first order from this company was received far beyond my expectation for plants' condition, packaging, and size of each plant as well as a surprise bonus plant.

I will definitely order from them again with complete confidence.


Positive wheerin
(2 reviews)
On Sep 28, 2010, wheerin Seattle, WA wrote:

I was extremely pleased with my order from Glasshouse Works. They have an extensive selection and I really like the grab-bag collections they offer. Prices are reasonable. I'm no expert, so I was happy to see the order confirmation included thorough instructions for unwrapping and acclimating new arrivals. It took about two weeks longer for my order to ship than they had estimated when confirming my order, no big deal. I think I waited about a month total to receive the order- they waited to ship until the weather cooled down. I received nine plants, all more generous in size than I expected, and all perfectly packaged. A couple of the plants dropped a bunch of leaves after arriving, but a week later they had new leaves sprouting out. The plants are doing really well and I'll be ordering from them again soon.

Positive purldiver
(1 review)
On Sep 12, 2010, purldiver Portland, ME wrote:

Glasshouse Works is VERY GOOD. But they are not great at marketing what they are really doing for us. These guys are doing something for us that no-one else in the business does, and you can't expect a cookie cutter experience. Let me explain: As a former commercial greenhouse grower and landscaper I have some insight. Glasshouse works under propagates their stock and grows the rest of their plants to order. Plants being grown to order is very common in the plant business when ordering unussual plants, and even sometimes for common plants.

Imagine you are a landscaper or own a big property and you make plans for repeat annual installations, and you want dozens of particular plant(s) to complete a design (even for perennials, if a new installation). To ensure that you will have enough of the right plant you go to a smallish commercial grower and place a special order in the fall or winter. Occasionally it is even cheaper than going through your regular nursery because you are ordering in bulk.

For the grower, each year you calculate how much money you need from sales to cover your costs (heating oil!). You divide this by your square footage of greenhouse space and you come up with your "dollars per square foot". Meeting this number is harder to do if you are a northern grower because your fuel oil prices are higher. It is very hard to stay in business with the southern mega growers trucking in cheap, often low quality plants. The last thing you want is to get stuck with plants you can't sell. Growing unusual plants is clever, because they command a better price and you don't have to compete with Wal-Mart, but it's very risky. If you choose to propagate the wrong amount of things (and gardening trends are fickle), you will get stuck with all those precious, expensive plants to keep you company and no money for fuel oil for the next year. Glasshouse Works is ensuring they can stay in business, and supplying us with cool, unusual plants (which are getting harder to find as quirky, local growers are squeezed out of the annual growing business) by offering retail customers the same gig I had when I was a landscaper: grow to order. They ensure they are only growing EXACTLY what we want! It is like custom tailored clothes for our gardens and windowsills! The fact that they will do this with a quantity of "1" and will work with you if you are unhappy is too good to be true folks.

Lastly, remember that rare plants are living things, and shipment is rough on them. There is no such thing as 100% of plants arriving in great condition 100% of the time. Pests, disease, uncontrollable jostling and environmental conditions, fussy tropicals (oh, but we WANT them!)...

You want the plants. Get excited. Place your order. Be patient. Tell everyone you are waiting for your specialty grower to propagate your custom order of rare plants. Enjoy them when the arrive. And contact GW if you are unhappy. : )

PS: Small plants usually acclimate to their homes better. It's a scientific fact.

Neutral dsa2591
(2 reviews)
On Sep 10, 2010, dsa2591 Gainesville, FL (Zone 9a) wrote:

Posted on September 10, 2010, updated September 10, 2010
Posted on September 10, 2010, updated September 10, 2010
Posted on September 10, 2010, updated September 10, 2010
I ordered a rare Rhoeo from this company, and asked that they not ship before the end of September, maybe mid October, because of the heat in SW Florida. I received it today, September 10. Luckily, it was overcast today, so riding around all day in the hot mail truck did not destroy it. I was very specific that I wanted a well-established plant, and if they did not have one, to let me know and I would wait.

I am very disappointed. This plant has very few tiny roots, and was evidently just stuck into a pot and sent before it was rooted at all. It is way too small for a plant I paid $22 for, with an additional $12 in shipping costs. They did send a bonus plant, but that is a very common variety that I just bought half price at Wal-Mart for $1.75 a one gallon pot.

I will be contacting the company to let them know that if this plant does not live, I expect a refund. I will update when I hear back from them.

On September 10th, 2010, dsa2591 added the following:

Update: Phoned the company, and the man who answered the phone was borderline rude to me. He kept overtalking me, not letting me say what I was trying to say, and swore that this plant was not root rotted when it left their place. I tried to tell him that I am a horticulturist and I know that root rot takes more than a few days to set in this badly, and he just kept talking, saying they would give me a credit for my next purchase, and that 99% of their customers were thrilled with their purchases, etc. I tried to explain to him that I was not those 99%, I was me, and my plant was not satisfactory. He just didn't want to hear it. I told him that I have cleaned all the rot off the plant and am trying to save it, but I don't expect it to live, and he wanted to even argue with me on that. I will never order from this company again, even if they give me a full refund. I have never had someone be so condescending and uninterested in what I was complaining about.
On September 10th, 2010, dsa2591 added the following:

I meant to add that when I further inspected the plant, every single root on it was completely rotted.
On September 10th, 2010, dsa2591 changed the rating from negative to neutral and added the following:

Changed my rating from Negative to Neutral, because I just came in to find a message from Tom saying he was sorry if he sounded rude on the phone, and that his partner said that he had rooted that plant just for me, and it looked good when it left the greenhouse. He reiterated that if it did not live, they would make it right.

While that is all very nice, and I'm impressed with the customer service, I'm still unhappy with the plant being root rotted when I got it. I feel they should have checked the roots before they shipped it.
On Sep 10, 2010, Glasshouse Works responded with:

"On Sep 10, 2010 2:40 PM, Glasshouse Works responded with:

I was surprised to hear that this plant did not arrive well. I tried to say that we stood behind our plants and that we would make this good if it did not put out new roots. I guess we kept interrupting each other, because I was trying to explain that she did not need to worry. I said that the plant was specifically rooted for her order. I kept trying to say that if it did not root up again, we would take care of this. I also said that even if the plant did start growing again, we would give her a bonus or a credit on her next order anyway. I could barely get a word in because of her being so upset. I was trying to tell her not to worry. That is why I am writing this now because I want her to know that we appreciate her business. She is obviously a real plant lover!!!. She ordered a very uncommon plant. And I want to know that it does start growing for her. It has been a difficult summer to ship plants. And we have gotten very little feedback about problems. But once and a while, something bad does happen. That is why I told her not to worry. We appreciate our customers. I do wish we could have talked more calmly on the phone. Perhaps I was a bit brusque myself. If so, I apologize for this. I will try to call her again. Tom

Positive alhexehla
(1 review)
On Sep 1, 2010, alhexehla Yellow Springs, OH (Zone 5b) wrote:

I own and operate a small, enthusiast plant shop in Yellow Springs, Ohio and when my staff and I travel to the little town of Stewart, Ohio we consider it a pilgrimage. Every time we go to see the folks of Glasshouse Works we feel like (and we actually use this term) we are going to visit with the 'Jedi Masters'. So while we don't have much experience with their mail order side, I can just say for the record that the plant industry needs to have people like these sitting on top of the rat-race with all the wisdom in the world. So order from them and don't worry about if your stuff comes in 2 days or 2 weeks. It’ll be great quality stock, and from one of the few places you can actually find depth in what you’re looking for. And by all means, go visit them (if you're REALLY into plants). You won't be disappointed. I believe they're open to the public, at the very least, Saturdays between May and September. Their place is a wonderland for rare foliage enthusiasts!

Positive tobee43
(37 reviews)
On Jul 16, 2010, tobee43 groveland, FL (Zone 9b) wrote:

Posted on May 23, 2006, updated July 16, 2010
Although there has been many comments both good and some not, I can, of course, only relay my experience with this company. While I usually place between 30-50 large orders a year, this year was a record high of 120. Out of all those orders up to this point, less than 10% were complete or considered acceptable. I’d be the very last, and I’m not trying to make excuses for the suppliers, but most of those were from northern growers, whom all experienced bad weather and skyrocketing fuel cost as contributing factors to their lagging behind in their order filling. This has a direct effect on my efforts in launching a successful attempt at a plantscaping business. However, in this business, most know that unfortunately, there are unforeseen and unpredictable circumstances that we have learned to expect from time to time.

Here’s what I can say about GHW: Many of the companies that sent inferior or no product, just basically said… “To bad” and what a hassle it’s been trying to get credit or replacements. However, GHW has bent over backwards and forwards, and even perhaps sideways to help me with my order. Whether it was replacement of plants or issuing credit for those that could not be replaced. I personally, have never heard of a company that would go to other suppliers and ask them to help fill my order. Tom had to pay out of his own pocket to make sure I rec’d want I needed.

Many may not agree with this philosophy, but a true test for me of just how good a company is; is NOT just by receiving great plants, actually, that’s a daily occurrence, but the truth of a company is reflected by the way they handle a bad situation. What efforts they make to resolve the issues and what the results of those efforts are. If we purchased a shirt from Macy’s and it was defective and Macy’s returned all our money or replaced the shirt we’d accept that. That would be the end of it. But, we all know , we LOVE our plants, it’s emotional for us, we look forward to them all year and the disappointment just can’t compare to that shirt, but………. Basically, in reality, (removing our emotional attachments from our BELOVED plants), it’s the same thing. Once a company either replaces or refunds…what more can we want or expect them to do.

Don’t get me wrong, I feel for myself and the problems that this year has presented to me and others. But as far as dealing with GHW it’s been one of the best bad situations I have dealt with ever.

I take Watchdog rather seriously, so for me; personally, I would not consider rating any company negative without first attempting to contact them and give them an opportunity to correct the situation. I understand that with some companies putting up a negative response is the only way to get their attention, but in the case of GHW when I called about any problems I had with the order they immediately went into “let’s fix this right away” mode. No questions asked, and that is what I needed to hear.

After thinking about it, I for one will be ordering from them again next year. I’m not trying to do a testimonial for any company, including GHW; I just see two sides to the story. At least I know one thing that’s probably the most important to me, and that is: they stand behind what they do.

On July 16th, 2010, tobee43 added the following:

i just rec'd my order and it's just lovely!! thank you so much for picking my such large and beautiful plants!!

i have been dealing with glasshouseworks for years and find every year they are just getting better and better! it's always like xmas when i rec my order!

i would highly recommend glasshouseworks to everyone without hesitation!
Positive plantmepleazek
(1 review)
On Jul 15, 2010, plantmepleazek San Bruno, CA wrote:

This is my 5th order with this wonderful nursery. I am so impressed with the customer service and prompt shipping....And they managed to do it AGAIN. ABSOLUTELY PERFECT!!!

I opened the box and found each and every plant packaged perfectly. All the plants were in EXCELLENT condition. I would recommend them to anyone looking for the best that one can find in a nursery.

I really am so thrilled to find such a great selection of rare plants available and glasshouse continues to provide to the public consistently year after year. What a find! DO NOT hesitate a moment to place your order you will not be disappointed!

Thanks again and I'll be placing another order for next year, you can count on that!!!

Positive donnanewjersey
(1 review)
On Jul 15, 2010, donnanewjersey Bound Brook, NJ wrote:

I really wanted to express my completely and overwhelmingly positive experiences with Glasshouse Works. I was totally shocked to hear of any negatives and want to let all know that the extremely rare selection is amazing and the follow up for my orders has been excellent. I have ordered rare plants from GHW for 15+ years and have acquired everything from unusual begonias to cycads to epimediums to odd sanseverias and much more.

I have had personal phone conversations with each of the owners who have provided specialized tips for best results. I have also ordered plants from GHW to be sent as gifts to family members -- each plant was exactly as ordered and all thrived.
We all have bad days so maybe the last individual's experience was linked to some other unrelated unfortunate experience. I love the the selection and the prompt response and accurate order completion I get from Glasshouse Works!

Negative dante99
(1 review)
On Jul 15, 2010, dante99 Bronx, NY wrote:

Be aware of this online store! Orders take at least 2 months to fulfill and they ship whatever they have on hand! They don't ask the customer if they want to substitute a plant, they just take hold of your money and send you whatever half-dead plant they have. I WILL NEVER SHOP AT THIS STORE AGAIN! They are a ripoff!

I placed my online order on April 23, 2010 and I received it 2 months later. I was never informed that some plants were not available. They didn't even give me the chance to cancel or choose my own damn plants; they just went ahead and sent me whatever. HORRIBLE EXPERIENCE!

On Jul 15, 2010, Glasshouse Works responded with:

"On Jul 15, 2010 12:56 PM, Glasshouse Works responded with:

As you can see below, our feedback is almost always positive. This customer did not contact us. We will try to figure out who they are and get things straightened out. We will reship is we need to. We will suggest that they give us some possible substitutes so we can get some items to them the work for their situation. I will report here later when we get more information. Tom


Positive MSplantman
(3 reviews)
On Jun 21, 2010, MSplantman Mississippi State, MS wrote:

Posted on June 17, 2010, updated June 21, 2010
Placed an order on April 3 with Glasshouse. Followed up and company said it would ship early May. Followed up early May, no response. Followed up mid-June, no response. They got my money, but no plants. I'm having better results currently with my west coast orders. Once this one is cleared, I'll be doing more business there.

On June 21st, 2010, MSplantman changed the rating from negative to positive and added the following:

I recently posted a negative rating, but Tom has tried so hard to make it right that I am compelled to give Glasshouse a positive rating. I do seek the unusual, hard-to-find plants. And I should add, they have many (another positive). The order was shipped to today and should arrive this week, with bonus plants to make up for the lost time. Hats off to Glasshouse Works (Tom) for such an effort to make things right. Thanks. Much appreciated.
On Jun 21, 2010, Glasshouse Works responded with:

"On Jun 17, 2010 5:13 PM, Glasshouse Works responded with:

This is most likely a misunderstanding. This order had a lot of our rarer items on it. We were preparing some of the items specifically for this order . We have been in contact just now to assure this customer that we will ship very soon. I had emailed of the delay, but my email must have been filtered as spam. As usual we try to keep our customer service good. And we have renewed our efforts today! This will be resolved soon! Tom Winn, Glasshouse Works "

Positive msteeleart
(1 review)
On Jan 20, 2010, msteeleart Columbus, OH wrote:

Posted on January 17, 2010, updated January 19, 2010
I ordered some plants from this nursery on October 7, 2009 and I still have not received any plants. I have emailed them a few times and they always say they will try and mail the plants next week or something. I gave them a chance but it has been 3 months. I don't think I will be ordering from this nursery ever again. Don't order from this place unless you don't mind waiting a very long time or never getting your order. :(

On January 20th, 2010, msteeleart changed the rating from negative to positive and added the following:

The same night I wrote this feedback I got a couple of emails from Tom of Glasshouse Works. He informed me that I he thought my order went out already but it must have been a mistake because I never received any plants. I think my order ended up getting lost and was overlooked somehow. He refunded my entire order amount and he sent me 7 very healthy plants the very next day. I am very happy with the plants he sent. He went above and beyond what he needed to do to make an unhappy customer happy. I appreciate that he was nice and didn't make me feel like I was the problem like many companies do now. :) I will shop here again.
Positive joan16chickens
(1 review)
On Dec 1, 2009, joan16chickens Raleigh, NC wrote:

Excellent communications. Healthy, vigorous plants arrived very quickly. Very satisfied. Have shopped here several times prior.

Positive RachelLF
(4 reviews)
On Nov 14, 2009, RachelLF wrote:

I am very pleased with the plant's I purchased from Glasshouse work's. The plant's are extremely healthy and were mailed very promptly and packed extremely well.

I will be doing business with this company again.

Positive aridgardenr
(2 reviews)
On Sep 18, 2009, aridgardenr Chicago, IL wrote:

I always had good expierences with Glasshouseworks. The plants are grown well. I have had to learn to be a little more patient, but good things come to those who wait a bit longer. They have the best website and are my favorite online nursery.

Positive cthamil
(1 review)
On Jun 2, 2009, cthamil Arlington, TX wrote:

I received my order today approximately 5 weeks from order date, was told it could take up to 8 weeks so this was a nice surprise. Out of 7 plants ordered one was substituted. All of the plants but one showed No signs of stress and were gorges plants. One little begonia lost all of its leaves and looks dead but I will give it a couple of days before I call T.O.D. If I do have to call them about it I will let you know how things go, but for now A+ very pleased.

Positive sue8
(1 review)
On May 6, 2009, sue8 Winder, GA wrote:

i just recieved my order today everything looks great and the plants are larger than i expected. i talked with tom when i placed my order by phone he was so nice and very helpful, i can't believe they have ever gotten a negative rating ,this company is great don't worry about any negative comments and place your order with them you will be glad you did.
thanks tom for all your help and my desert rose is very nice.

Positive stonsrul
(1 review)
On May 6, 2009, stonsrul Marietta, OH wrote:

Having received plants from Glasshouse Works in the last few days, I'd like to take this opportunity to write that, as always, merchandise is top notch first quality, shipping very prompt, and packing excellent. Although very rare, when I have had a problem with a plant received everyone is more than helpful to resolve the issue to my complete satisfaction.
I've been buying plants from Glasshouse for more than 30 years and this has always been the norm for my business with them. They have always maintained an incredible inventory of plants, many of which you will not find elsewhere at any price. The plants are always in good condition with no insect problems and they are very generous with bonus plants as well.
Also the Glasshouse website is a joy to work with. It's loaded with great pics and accurate descriptions of their huge catalogue of offerings.
Whenever I've had opportunity to talk to Tom, Ken or any of the staff everyone has always been very helpful and friendly with advice or to suggest the perfect plant for my growing conditions. So do feel confidant about ordering if you haven't already and be very pleasantly surprised.

Positive balberth
(18 reviews)
On May 3, 2009, balberth (Zone 9a) wrote:

I've been ordering from Glasshouse Works since the time many years ago when a newsprint booklet filled with basically just scientific names and prices would arrive occasionally from them in the mail. Their website has been up for a long time, and the ability to provide pictures, availability information and longer descriptions gives them a little different feeling than that old newsprint list - but I still think of them as the company from the old days, and that's probably the only reason my review is positive.

Glasshouse Works almost undoubtedly has the largest and deepest catalog of any tropical nursery out there - and they do make a very large portion of their stock available to the customer at any given moment. What this means to the customer is, however, that the lead times may be long and that you may have to wait for them to propagate your plants. What you get for this is access to a MUCH larger list of plants, but you need to know and expect this going in.

The plants I've received over the years have all been alive, some were large and well grown, some were a little on the small size and poorly established, but they all were viable material and most were correctly identified. They're usually packed adequately, though not as securely as some of the other tropical vendors.

The bottom line for me is that prices tend to be more moderate at Glasshouse Works, the selection is unrivaled, and in return for that I'm more than willing to accept a certain amount of slowness and a level of quality that's not quite up to Logee's or Tropiflora standard. But if you're expecting Glasshouse Works to compete on the basis of speed and quality with the above, that's not really their strength.

I've been ordering from them for years, and in fact I'm waiting for them to propagate some plants for me now. I'll undoubtedly order in the future simply because they have so many things that are not available anywhere else.

Positive BWEllis
(1 review)
On May 1, 2009, BWEllis Chestertown, MD wrote:

I just filled a shady bed with amazing coleus cultivars from Glasshouse works. I can't wait to see it filled in in a few weeks! I have been pleased with the way my orders to them have been handled. Even better, though, have been the times I stopped by on my way through Ohio (I think they're open Fridays and Saturdays) and wandered around picking up interesting plants. The selection is amazing!

Positive Tutters
(2 reviews)
On Apr 16, 2009, Tutters Raleigh, NC wrote:

I was so very pleased with the variety and health of my three collections of plants! Their plants and prices are wonderful! I recommend then highly!
Lyn A
Raleigh. NC

Positive scorpion1960
(1 review)
On Dec 9, 2008, scorpion1960 Saint Louis, MO wrote:

i have order several plants through the mail but i have never purchased dead or plants in poor condition. on the 29oct08 i order 4 begonia from glasshouse work, on the 11nov08 i email the company to see if payment had been received they replied and inform me by order was being processed and will be shipped out. the 2dec08 i emailed the company again to see why my order had not been shipped since by check had been processed and paid, i was promised the order would be sent. on the 06dec08 the order came, there were no indication on the box that this was live plants . i was shocked once i started unwrapping the plants. all the begonias that i order were in such poor condition with in 2 days they were dead except for my bonus plant that had 2 leaves on a twig that is also in poor condition but it is still alive. i have email the company twice to try to resolve this issue, but no answer.

On December 9th, 2008, scorpion1960 changed the rating from negative to neutral and added the following:

on 09dec08 i received a phone call and email from tom assuring me that this matter will be resolve and they will ship me replacement begonias as soon as weather permitted.
On February 20th, 2009, scorpion1960 changed the rating from neutral to positive and added the following:

on the 15 feb 09 i received a call from tom stating i would get the replacements plus and extra one in 4 days. well on 19 feb 09 just as he said i received those 5 begonia in excellent condition. i want to change my rating to positive.


On Dec 9, 2008, Glasshouse Works responded with:


On Dec 9, 2008 1:09 PM, Glasshouse Works added:

We are reshipping this order of 4 begonias as soon as the temps get a bit better. I told this lady that we always take care of our valued customers. Tom "

Positive bkelvington
(1 review)
On Dec 2, 2008, bkelvington Minneapolis, MN wrote:

Like so many people before me, I was intrigued by this company's unusual offering. Unfortunately, my experience is much like the other negative reviewers here...
I placed a $55.00 order on credit card was charged immediately and I received an email within the hour, stating that ordered plants WERE AVAILABLE and that I would be sent another email to confirm shipment, pending a 3-6wk "processing time"...
After 3 WEEKS and no shipment confo, I emailed them to inquire about the ETA on my shipment. NO RESPONSE.
After 7 WEEKS, I emailed them to CANCEL AND REFUND the order, since it is now too cold to ship live plants to Minneapolis. We did not get really cold here until mid-November, so they still had a good 5 WEEKS to ship before frost.

I have a feeling that these people propagate plants as they are "sold"...There is a bunch of postings here about post-purchase propagation at this greenhouse. They do have a little caveat statement in their order confo about how they may propagate to fill orders. (Which in my opinion is tantamount to FRAUD unless clearly stated at the point-of-sale. If it's "for sale" on your web-site, it should be AVAILABLE.) It takes very little time and effort to tag a web-page item as "sold out" in a vendors' e-commerce website.

Buyer beware!! These people DO NOT SHIP PAID MERCHANDISE.

On December 3rd, 2008, bkelvington changed the rating from negative to positive and added the following:


I was hasty and unjust in my negative comments here - I did not give them a chance to respond...

Within a few minutes, Tom emailed AND called me to apologize - come to find out, there was a mix-up on my order. They pulled the order to check on one of the items that they didn't think was ready to ship, and it got lost from there...
Bottom line is they were trying to do MORE than I would have expected, but it just wound up getting off-track...No they do not have a huge stock and a lot of office help and e-commerce technology - they are a small and diligent group of plant enthusiasts who sell what they love.

So, Tom couldn't raise me on the phone right away, so he put a refund thru IMMEDIATELY, AND emailed and voicemailed me immediately, offering to ship my order anyway, AND offered me a credit...which is far above and beyond normal customer service and anything I would expect. I am ashamed to have blasted them in my moments of frustration here...

So, we are working out when and what I will actually get in a new order. But I MUST STRESS how promptly and professionally this company handled my complaint - which was hastily penned in anger, and I wish I could erase !!!

I truly do NOT think they should have a negative rating here. It is unfortunate that the ONLY people posting here about them recently are upset - it's not really a true picture...

PLEASE post if you have had a GOOD experience with Glasshouse Works Nurseries or their other businesses online...they deserve better!

I remain, A happy Plant collector in the Great White North.
On Dec 2, 2008, Glasshouse Works responded with:


On Dec 2, 2008 1:06 PM, Glasshouse Works added:

This customer emailed us about this order. He requested a refund which we gave him immediately. He ordered items that we have had to get ready for him. We had corresponded. I called him today and askedhim to call me back right away. Instead he put this review on Garden Watchdog. We do our best to deal with many customers ordering very rare plants. I have called him again and hope to talk with him about his order. I will update this as soon as I talk with him. He received a total refund when we realized that he had not gotten updates from us. He ordered some very unusual items. We are sorry he decided to cancel his order. As you can see, we always deal with the customer.

On Dec 2, 2008 1:27 PM, Glasshouse Works added:

This customer emailed us about this order. He requested a refund which we gave him immediately. He ordered items that we have had to get ready for him. We had corresponded. I called him today and got his answering machine and asked him to call me back right away. Instead he put this review on Garden Watchdog. We do our best to deal with many customers ordering very rare plants. Resultantly,I have called him again and hope to talk with him about his order. I will update this as soon as I talk with him. He received a total refund when we realized that he had not gotten updates from us. He ordered some very unusual items. We are sorry he decided to cancel his order. As you can see, we always deal with the customer. I may update these comments as soon as I hear back from this customer."

Neutral camillefun
(2 reviews)
On Nov 8, 2008, camillefun Magnolia, TX wrote:

Possibly I misunderstood what Seedlings meant however some of the plants I ordered Didn't Say Seedlings and I did Expect to have Leaves on the twigs. The Twigs were the thickness of a coat-hanger or less and approx 3"-5" tall . Very disapointing. It will obviously Be a long time before I know if they will make it, or what they are. (Yes they were marked) Packing was Great - true. But I hope they describe a better picture of what you are to receive.

On Nov 8, 2008, Glasshouse Works responded with:


On Dec 3, 2008 2:44 PM, Glasshouse Works added:

As usual, we want to offer any help to this customer. Sometimes peoplle order items that have dormant cycles. I am nort sure who this customer is; so I cannot look up the order specifically. But I would imagine that the plant/plants should come out of dormancy in early spring. We just want this customer to know that we can be emailed or called with any questions. Tom"

Positive bubbad
(1 review)
On Oct 31, 2008, bubbad Houston, TX wrote:

My first order with Glasshouse Works was a disaster. It took 5 months and when the order finally arrived 2 of the plants arrived dead.

Understanding that when you are dealing with plants that things can go wrong so I placed a second order to try them again and get my dead arrivals replaced. This was March 24, 2008.

After several calls and emails about the status of my order it finally arrived in July of 2008. So basically my credit card was processed and 120 days later the plants arrived.

The second order was another big disaster. The 2 replacement plants were not sent, another plant arrived dead and one of the plants I ordered was so incredibly small I was shocked. I do need to add that a free "rare" plant was sent for my troubles.

My last email to Tom at Glasshouse Works went out in July or August updating him on the status of my order and that they owed me a credit for the dead plants. It is now October of 2008 and I have never heard a thing from these folks.

Buyer beware.

On November 17th, 2008, bubbad changed the rating from negative to positive and added the following:

Tom at Glasshouse works bent over backwards to fix these problems PLUS sent me a couple of very nice bonus plants.

Apparently there was a mix up with the original emails and now this is fixed as well.

Good job making this un-satisfied customer satisfied.
On Oct 31, 2008, Glasshouse Works responded with:


On Oct 31, 2008 11:35 AM, Glasshouse Works added:

As usual, we emailed this customer to rectify the situation. As you can see from our other reviews, if we find that a problem exists, we take care of it. Most customers email us directly. Most of them compliment us on having such an usual offering of plants they cannot find elsewhere. I have asked this customer to email me directly so we can take care of a credit or replacement or refund. I will update soon what arrangements are made. Tom "

Negative Thescann
(9 reviews)
On Oct 30, 2008, Thescann Eastlake, OH wrote:

After my fourth order from this company, I am pretty fed up with their poor business practices. If you are not familiar with this company you need to know what you are getting into. They always charge you immediately even though I've never gotten plants with a month (or the receipt I require). Most recently I placed an order sometime in early July/late june and didn't get any plants until late August and not even all them. They cited that they were making an exception shipping them early because the heat which is crazy, especially cause I was simply calling them every couple of weeks to inquire about the order. The plants were fairly puny which I expected from them but one plant in particular, an aroid, was just ridiculously tiny with just one leaf the size of a fingernail. Of course I didn't get the whole order. I called a 2 to 3 weeks ago to inquire about the rest of the plants and was told it was going out very shortly. I could have propagated a hundred of these plants by this time in multiple generations! It's been 4 months!!!
I've seen this nursery before. It is amazing that they can operate at all from the looks of the place. The website has tons of plants listed that they don't and won't even have available, which is nice if you want a particular plant so you order from them, add some plants since you are ordering anyway, and don't even get the plant you really wanted in the first place. The plants that they do have available are mostly propagated after you order, I believe. So, why charge us immediately if you aren't going to ship for months??? If you can get the plant you are looking for from anywhere else, do yourself a favor and get it from a more reliable source.
Looking at past reviews it looks like they are trying to but some good publicity with free plants. That seems a little pathetic. You might as well consider all the neutral reviews as negative reviews.

On January 10th, 2009, Thescann added the following:

I did respond to this companys email through Dave's Garden so that is a lie. They wanted to offer me free stuff to change my rating. I said I still would like the plants I ordered last summer. I have called them a couple times about getting my plants but it's pretty much useless until the weather improves anyway. They need to make customers satisfied the first time. Not after they have to call and complain several times and then post a negative review (always seems to get instant response for everyone so I would recommend everyone keep it up).
On Oct 30, 2008, Glasshouse Works responded with:


On Oct 31, 2008 12:07 PM, Glasshouse Works added:

I have emailed this customer using D-Mail on this site. I have offered help and and offer a reshipment of any plants that did not make the trip. I told this customer that all the plants listed on our Website are here in our stock greenhouses. We primarily are a mail order nursery, so not everything is in our small sales area for viewing when people visit. But everything is in our stock greenhouses ready to be propagated!

We are only open Fridays and Saturdays. The rest of our week is spent shipping plants to our mailorder friends. At times, we may be out of an item from our online website. We will immediately work on getting small shipping pots ready again! At times, a plant has to be propagated for an order. We will do this on the day the order comes in. We do offer many plants other nurseries do not want to deal with because they are more difficult or of interest only to a few collectors. We have been here for 35 years and most customers are pleased that we are here. As you can see from other reviews, we always work with the customers and get good plants to them! Most of our personal emails are people who are thrilled with what they have gotten from us and we have customer who have ordered over the years again and again. I urge anyone who has problems with orders to contact us first. Nothing is ever accomplished by blogging on Dave's Garden and not contacting the Glasshouse Works. We are here for the discriminating plant collector. I hope this customer emails us. I will comment here later. Tom

On Dec 3, 2008 2:49 PM, Glasshouse Works added:

We have tried to email this customer and have received no response. As usual, we wanted to replace any substandard plants or give a credit on a future order. I have been unable to find out who this customer is because we have no customer with an Eastlake address. And we received no orders from Ohio during the period they say the order was placed. We cannot help if we do not know who the customer is. As you can see from other reviews, we always take care of our customers if we know who they are! Thank goodness most of our reviews both here at Garden Watchdog and in our business emails have been great! So many of our customers are pleased with their plants from us. Tom "

Positive goldenafrochild
(1 review)
On Oct 14, 2008, goldenafrochild Ithaca, NY wrote:

I got my order over the weekend and I was so very happy with it. All the plants were a very nice size and I was particular impressed with the P.saundersii. The Pachypodium baronii var. baronii and var. windsorii were wonderful and the bispinosum was a great surprise! I hadn't ordered it but it was included as an extra. The order was also completed very quickly... within one week look forward to ordering some more of Tom's lovely plants.

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