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Comments regarding Hidden Valley Hibiscus

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24 positives
4 neutrals
5 negatives


Neutral rdarkholm
(1 review)
On Jun 7, 2013, rdarkholm Greenacres, FL wrote:

As many have said, bad communication and customer service is virtually nil. I have purchased many many MANY plants from them and although most of the time I'm very happy with their plants, when I have a problem I can not get any resolution. I was sent the wrong plant over two years ago. I contacted them only to be told to wait and take photos of the flowers. I did so and was continually told to wait and perhaps the flowers would change. Two years later the plant has grown and the flowers are EXACTLY the same, which is not what I purchased. Now, I write wanting to know what they plan to do and I get no response. Really? I have spent hundreds of dollars on plants and their products and I can't get resolution on one silly little plant? I hate to go elsewhere, but I need to be able to know that I can rely on a company to give me answers and help me out if there is a mistake or even if I'm having a weird problem with a plant. So that's my two cents worth. Love the plants they have generally, loathe the non-existant customer service. Go figure!

On Jun 7, 2013, Hidden Valley Hibiscus responded with:

"On Dec 26, 2013 8:55 AM, Hidden Valley Hibiscus responded with:

Hi rdarkholm,

We apologize for this!!!!!!! We do owe you a plant or a credit, and I'm not sure how this happened. We ask customers to wait and send more pictures when we can't identify a flower by the picture you send us, but it should not have gone 2 years!!!!!! Please give us another chance. Please email us at [email protected] and put a note in your order asking for Cindy's attention. I will make sure you get a credit for the mistagged plant!

Our email volume is so insanely high these days that it has caused a customer service problem for us that we are working on. Please, to anyone who reads this - if you email us and don't get a response, please email again. Sometimes an important email gets lost in the hundreds of general question emails we get every week. It helps a lot if it's specific problem with an order to reply to your order receipt, or to use the order form on our contact page. Those emails always get the highest priority.

I apologize again for our lapse with your mistagged plant!
Cindy Black
Hidden Valley Hibiscus"

Neutral tomapis
(1 review)
On Apr 18, 2013, tomapis Union Park, FL wrote:

Hidden Valley do have awesome plants. Better success then with other growers. But last two orders have been late and really no contact with the company via email or with phone. First order was great so not sure if they have had managment change. Suspicious they have. Plants come in great condition but poor customer service as of late.

On Apr 18, 2013, Hidden Valley Hibiscus responded with:

"On Dec 26, 2013 8:48 AM, Hidden Valley Hibiscus responded with:

It's getting harder and harder for us to give the kind of personal customer service we used to give. We wish we could still do that! But we get literally hundreds of emails every day. It's shocking how much email an online business gets. We're so sorry that we can no longer give all our customers the personal touch we used to be able to give!

Thank you for the kind comment about our plants!
Cindy Black
Hidden Valley Hibiscus"

Neutral cowgardener
(30 reviews)
On Jun 23, 2006, cowgardener Southport, ME wrote:

If my memory serves me correctly, we ordered from this company before and had quite good service. This year however there has been little communication other than a standardized e-mail stating that they send plants when they feel they're ready. We ordered in February expecting plants to be shippable in April or May at the latest. Now we're a week away from July & no hibiscus. We'll try e-mailing again & see if we get anywhere but we're unfortunately prepared to move our patiently "neutral" rating to "negative".

On June 23rd, 2006, cowgardener added the following:

We're also not too thrilled to have their phone service refer all calls to their e-mail address. In this situation we'd actually like to talk to a person, not a computer.
On June 23rd, 2006, cowgardener added the following:

It should also be noted that they charged our credit card on the day of our order, February 8, 2006. The "grand total" stated in on their e-mail order confirmation $138.94 but our credit card was charged $164.71.
Neutral Yahoots
(4 reviews)
On Apr 14, 2004, Yahoots Boston, MA wrote:

Having ordered several hibiscus plants in Februaury, and noted that they have billed my credit company and have been paid. I have not had a response from any of my emails trying to find out about my order, I have not received a confirmation of my order, except for my credit card company

On April 27th, 2004, Yahoots changed the rating from negative to neutral and added the following:

I received a call this morning from Hidden Valley Hibiscus, stating that had responded to all of my emails and were cancelling my order and refunding my credit card company. I never received a order confirmation, or any other communication from them, They should have been able to determine that I was not receiving their emails, they had both my home address and telephone number, and could have reached me, they claim the problem was my email address, and that I had 24 hours to change my rating or that they would respond to my negative rating. Even after two months, I should have received the plants. I will give them a neutral rating, they certainly had otional ways to reach me.

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